Sun Stone Clean LLC: also referred to onwards as “Company” or “we”, “us” reserves the right to make amendments to these terms and conditions for our cleaning service in Washington County, Utah or outside Washington County without giving prior notice. By requesting service from Sun Stone Clean LLC, the client accepts these terms and conditions below and agrees to abide by them. Please carefully read these terms and conditions.
COVID-19
No customer shall book a service with Sun Stone Clean LLC without fully disclosing their knowledge of Covid symptoms. As a customer of Sun Stone Clean LLC, it is your responsibility to make our company aware if you experience any symptoms of, or relating to Covid. If you have recently been out of the country, feeling sick, cared for someone feeling sick, been in quarantine, or planning to be in quarantine, all such and other related information must be disclosed to Sun Stone Clean LLC in accordance with the health and safety laws of Utah. Sun Stone Clean LLC reserves the right to discontinue any service on the grounds of health and safety.
REFUNDS
Our services are personalized to each customer, therefore, Sun Stone Clean LLC does not offer refunds. However, please contact us within 24 hours after the booking start time if you have any complaints about your cleaning service. We do not offer refunds, but we would offer you a free re-clean if we are notified within 24 hours of the initial cleaning. Customers must list, with pictures, areas of the home that were missed during the initial cleaning. Any areas not listed within 24 hrs of the initial cleaning will not be honored in the re-clean. Also, customers may not add a new service to the re-clean without reaching our minimum new service requirement. Our free re-cleans will take place within 24 hrs to 48 hrs. The customer must be available to grant access to the cleaners for the re-clean. In exceptional cases, if the service provided is unsatisfactory and cannot be rectified through a re-clean, a refund may be issued within a 7-day policy period from the initial cleaning date. Please contact us to discuss any concerns within this timeframe for a potential resolution.
RECEIPTS AFTER CLEANING
All receipts are automatically sent once the payment is successful. If customers do not receive a receipt automatically, customers are required to make a request to Sun Stone Clean LLC for the receipt to be manually generated. Please note that receipts will only be sent to the email used during booking. If the email isn’t entered correctly the receipt will not be received.
GIFT CARDS
Gift cards can be redeemed for a cleaning service but are not refundable or redeemable for cash. To use a gift card, please go to our booking page and enter your unique gift card code. Any balances remaining on gift cards can also be used on a future service.
NO TERMS OR CONTRACT
There is no term to this agreement between the client or Sun Stone Clean LLC. You may cancel your re-occurring or one-time cleaning service before 24 hrs prior to the scheduled booking. Sun Stone Clean LLC also reserves the right to cancel the service provided at any time. However, there is a cancellation fee of $75 for canceled bookings under 24 hrs prior to the booking date. Any appointments rescheduled can only be canceled for a $75 cancellation fee or be rescheduled again to a suitable date. In addition, for cleanings canceled on the same day, there will be a cancellation fee of 50% of the booking price.
MOVE-OUT CLEANING
Customers who use our move-out cleaning plan agree that their homes are empty and free of clutter. Sun Stone Clean LLC does not remove pet odors from homes. If your home is empty and requires removal of pet odors, please call a specialist. Sun Stone Clean LLC reserves the right to revert customers to a regular or deep cleaning price plan if the home is still being occupied and there are items still in the home upon our arrival. These include, but are not limited to, items inside the fridge, inside the cabinets, etc. Sun Stone Clean LLC move-out cleaning is priced for homes that are empty. Since emptying cabinets and fridges takes time, extra charges will be applied when these tasks are added. To use our inside cabinet or inside appliances cleaning plan, customers may leave only minimal items inside. All items must be removed.
CLEANING APPROVALS
Customers may confirm their cleaning service satisfaction in a few ways:
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By voice or phone.
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By replying to our emails.
Through text messages.
All of these ways are acceptable ways we may acknowledge a customer’s approval of the cleaning work. Once this is received, Sun Stone Clean LLC reserves the right to deny a re-clean request after the cleaning has been approved. It is the customer’s responsibility to ensure that all non-voice communication to Sun Stone Clean LLC are received and acknowledged and done within 24 hours of the initial clean. Sun Stone Clean LLC reserves the right to deny complaints made more than 24 hours of the initial clean as per our policy and agreements. Customers who request to review our cleaning service but who do not show up within 10 mins of the team’s departure will be subject to paying for additional charges accrued while the team waits for the cleaning review. Customers will be charged for time spent waiting for cleaning review of over 10 mins up to a maximum of 1 hr at which point the cleaning team may vacate the home.
TEAMS
Our cleaners work in teams of one, two, or more depending on the size of the job. A team leader may be assigned to your home. We make every effort to keep the same team leader/team assigned to your home, but we cannot guarantee this. Several factors including illness, promotions, other clients, schedule, etc., may result in a change of cleaners on a team.
CONDUCT
Our cleaners will be respectful while in your home. They will not perform tasks outside of their jobs such as smoking, eating or drinking, watching TV, radio, video games, helping customers with tasks outside the customer’s cleaning plan, answering the telephone or doorbell. Our job is to give you the best home cleaning experience. Sun Stone Clean LLC is not a grout specialist, wall specialist, tile/renovation specialist, or any type of specialist outside of general house cleaning. Therefore, Sun Stone Clean LLC will not accept tasks outside our scope of work. Customers requiring such tasks must call a specialist.
PETS ESCAPING FROM THE HOME
Neither Sun Stone Clean LLC nor its cleaners are responsible for pets that “escape” when our cleaners are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the cleaners can be on alert when they open doors. Our cleaners will close doors as soon as they enter and exit your home and will not leave doors open for long periods.
ARRIVAL TIME
Your scheduled cleaning time has an arrival window of +/- 1 hour. This allows our cleaners to get through traffic, and any other delays they may experience when fulfilling your request for service. Any delays beyond this will be communicated with our clients prior to service.
SCHEDULING
Scheduling changes can result in the following:
PRICE & SCHEDULE CHANGES – The price for your recurring service is based on how frequently you request a cleaning service. Below are our service category prices:
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Weekly: Once a week
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Bi‐Weekly: Every 2 weeks but no more than 3 weeks since the last cleaning
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Monthly: Every 4 weeks but no more than 5 weeks since the last cleaning
Rescheduling your cleaning may result in the cost of your service being Less Than, More Than, or the Same As your last cleaning. Accommodations will be made for when the home is not occupied and customer may contact us to make amends.
Example 1: A Bi‐Weekly client who “skips” a cleaning creates a four‐week interval between visits and the applicable (higher) Monthly rate will apply to the next cleaning.
Example 2: A Bi‐Weekly client who requests an additional cleaning in‐between scheduled visits would be charged the applicable (lower) “Weekly” rate for the next 2 cleanings as there will be a one‐week interval between both cleanings.
CLEANING FEE ADJUSTMENTS
Sun Stone Clean LLC may re-evaluate service rates based on the time required to perform our services to meet the client’s needs, Sun Stone Clean LLC’s standards, and the client’s satisfaction. Clients are required to disclose the true state of the home required for cleaning. Clients/Customers will be contacted if there are large discrepancies prior to the service being offered. Sun Stone Clean LLC reserves the right to adjust customer’s prices if the true state of the home or home size is not disclosed prior to booking a service. Sun Stone Clean LLC also reserves the right to adjust its prices as shown on the website before or after a customer has booked a service. All price changes do not affect previously booked services. Sun Stone Clean LLC constantly reviews its prices to ensure prices are in line with the market’s current rates. Therefore, after a service has been booked, Sun Stone Clean LLC may review its prices and increase or decrease them. Recurring services may not be affected by price changes, however, Sun Stone Clean LLC may contact recurring clients to discuss large discrepancies in price changes for future work.
WORKING AT HEIGHTS
Sun Stone Clean LLC and its cleaners do not work at heights over 2 ladder rungs. Any cleaning that requires using a ladder more than 2 steps up will not be conducted by the cleaners. In order to ensure proper health and safety during jobs, Sun Stone Clean LLC will decline working at heights.
THE TERMS & CONDITIONS FOR THE PAYMENT POLICY
Payment is due in full when booking a schedule online.
Accepted Payment Methods:
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Credit cards (Mastercard, Visa)
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Interac transfer
Cash payments are not accepted by Sun Stone Clean LLC. Customers willing to pay cash must contact Sun Stone Clean LLC prior to your booking. No booking date shall be withheld for a customer without a credit card or payment detail in our system.
LATE CANCELLATION
Late Cancellation fee of $75.00 will be charged unless notification of a change has been made more than 24 hrs prior to the service date and time. All notifications must be made by calling our office or emailing/texting. Telling the cleaning team when they are in your home is not considered notification.
RESCHEDULING
A customer may reschedule a service more than 24 hrs prior to the service appointment time. A service rescheduled can be canceled at any time for a $75 cancellation fee or rescheduled to a later date for free.
LOCKOUT/INACCESSIBILITY
Client shall make the service location accessible to Sun Stone Clean LLC personnel on the scheduled service day. If the team is locked out of Client’s home, every effort will be made to establish contact with the Client to arrange for entry into the home. If contact is not made within 20 minutes of the arrival of the cleaning team, the scheduled cleaning will be skipped and you will be charged 50% of the booking price or a $75 late cancellation fee. This fee is necessary to compensate for unexpected lost revenue and travel time. To avoid the fee, provide us with a key or code to gain entry to your home or office.
CHARGES
If it is necessary for you to change, cancel or skip your regular cleaning day, we appreciate at least 2 business days notice. If you do not notify our office and upon arrival we cannot enter your home, we will charge you 50% of the booking price to cover our expenses. Our teams’ daily pay is based on homes scheduled. When you skip on short notice or lock out the team, you would have prevented Sun Stone Clean LLC from servicing other clients during that time block.
Should you at any time require a change or modification of the cleaning detail or instructions, or wish to change the cleaning schedule of frequency, a call to our office is the surest way of accomplishing this. The cleaning team is instructed to follow the instructions as they appear on their personalized work order and that is a reflection of the information agreed to. Additional requests/work given to the team at the time of cleaning that was not agreed upon by our office during the booking cannot be honored. All additional tasks must be added to your cleaning plan during your booking or by contacting our office.
SECURITY ALARMS
If your home is equipped with a security system, please ensure that it is in the “OFF” position or inform our office of the codes and input sequence before your scheduled cleaning. Please be sure to notify our office if this code changes.
CANCELLATIONS BY SUN STONE CLEAN LLC
Sun Stone Clean LLC reserves the right to suspend or cancel a booking if there are problems with access to the home, water or electricity supplies, or problems working around other contractors and/or service providers, as well as interference from any party. The client will still be held liable for up to 50% of the cost of the agreed service.
ACCIDENTS & THEFT
The client is responsible for securing cash, jewelry, and any other items of value. If you have valuables or heirlooms, etc., it would be helpful if they were put away to avoid accidents. Although rare, accidents may happen.
Our personnel are instructed to call our office immediately if ANYTHING is broken and to leave you a note advising you of the accident.
If an item is damaged or broken:
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We reserve the option to repair or replace the item, if it was caused by our team.
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You must report this incident within 24 hrs of service.
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The client must be present at the end of the cleaning and inspect the home before the cleaners’ departure.
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Any damages should be brought to our attention right away. Once the cleaners leave, Sun Stone Clean LLC is no longer liable for damages that cannot be verified.
A dollar value of “one-of-a-kind” items destroyed must be demonstrated for settlement purposes. We cannot be responsible for wall hangings attached with anything other than proper picture hooks.
If theft is suspected, it is the client’s responsibility to report the incident to Sun Stone Clean LLC and follow through with legal action if necessary.
HOLIDAYS
The only holidays observed by Sun Stone Clean LLC are New Year’s Day, Labor Day, Thanksgiving, Christmas Eve Day, and Christmas Day. Regular cleaning will be offered on all other holidays. Should your regular cleaning fall on these days, our office will contact you approximately 1–2 weeks prior to reschedule. If you wish to reschedule a cleaning that falls on another holiday throughout the year, please call at least 2 business days in advance to avoid a late cancellation fee.
CLUTTER
The cleaning will be far more satisfactory if the team does not have a great deal of clutter with which to contend. Desks that have a large amount of paperwork, for instance, may not be cleaned. Sun Stone Clean LLC cleaners may try to organize cluttered workspaces to the best of their abilities to ensure the cleaning is done satisfactorily.
PETS
If you have pets, our cleaners do appreciate it when they are secured and that you pick up after them. We do not clean litter boxes or urine/feces from the floor.
HEALTH & SAFETY
Sun Stone Clean LLC reserves the right to refuse a job on grounds of health and safety or any work outside the scope of our insurance policy.
QUALITY CONTROL
Our quality control consists of making home inspections and phone calls. A supervisor may enter your home after our cleaning team has done their job, or they may call you at home or work. We believe that inspections and client contact help us exceed your expectations and improve our standards. You may also receive a satisfaction survey. We appreciate your feedback.
STAIN REMOVALS
Sun Stone Clean LLC will do its best to ensure all stains are removed during cleaning. However, there are long-term stains which may be difficult to remove during the allotted cleaning time, such as stains in the oven, walls, or other parts of the home. Sun Stone Clean LLC will advise customers in such cases to decide what is an acceptable cleaning for that portion of the home.
BEFORE AND AFTER PHOTOS
Sun Stone Clean LLC takes before & after photos for cleaning jobs completed. These pictures may be used for marketing and as proof of work completed. This reduces discrepancies in expectations and helps Sun Stone Clean LLC continue to monitor cleaning work quality. The photos will remain the property of Sun Stone Clean LLC and will not reveal any personal details or address of the home. Customers uncomfortable with this may express their concerns by calling or emailing us.
WALL WASHING/WALL SPOT CLEANING
Customers who book wall washing or wall spot cleaning agree that Sun Stone Clean LLC shall not be responsible for any damage to the walls during cleaning. Certain pre-existing conditions can increase the risk of damage. Sun Stone Clean LLC reserves the right to refuse wall cleaning services for health, safety, or other reasons.
HOARDING
Homes where hoarding has taken place require special attention. If booked as a standard, deep, or move-out cleaning prior to arrival, Sun Stone Clean LLC shall convert the booking to our hourly rate ($40/hour per cleaner). Estimates will be provided ahead of the cleaning appointment.
EXTRA WORK
Please call in advance for special requests (i.e., post-construction, refrigerator cleaning, garage, extra rooms, etc.) so we can schedule the time needed. We will provide an over-the-phone estimate; however, we reserve the right to adjust the quote after the job is completed.
ITEMS WE CANNOT CLEAN/DO
Our staff is instructed to leave certain items untouched, such as:
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Areas containing any body fluids or excretions
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Litter boxes
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Urine/feces accidents
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Infestation (ants, termites, roaches, fleas, etc.)
We do not clean inside curio cabinets. Staff cannot climb higher than a step stool, move heavy furniture, lift items over 20 pounds, prepare meals, provide any pet or child-related services, or empty diaper pails.
HIRING OF A SUN STONE CLEAN TEAM
Our teams have signed a Non-Compete Agreement with Sun Stone Clean LLC. Clients agree not to hire past or present Sun Stone Clean LLC staff for at least 2 years after termination of employment. If a client hires a staff member in violation of this agreement, a $1,500 placement fee is due immediately.
TIPS
Tips are appreciated but not required. A recommended tip is 10–15% of your total cleaning fee.
BEHIND APPLIANCES CLEANING
Behind appliances (oven, fridge, washer/dryer) cannot be cleaned unless moved prior to arrival. This applies only to Move-In/Out services.
KEYS
Please ensure your home is accessible. If the cleaners cannot access your home, the cleaning will be rescheduled, and no refunds will be given.
PERSONAL INFORMATION
Calls made to or received from Sun Stone Clean LLC may be recorded for quality and training purposes. We do not share client information without consent unless required by law.
OFFICE HOURS
Our office is open Monday through Friday 9:00 AM – 5:00 PM. After-hours customer support is available via our website chat from 9:00 AM – 11:00 PM daily.
INSURED
We carry insurance to ensure your home and our staff are protected.
GOVERNING LAW & ARBITRATION
These Terms of Use and any dispute between you and Sun Stone Clean LLC shall be governed by the laws of the state of Utah without regard to principles of conflicts of law.
BY USING THE SITE OR SERVICES IN ANY WAY, YOU AGREE THAT ANY CLAIM OR CONTROVERSY ARISING OUT OF THE USE OF THE SITE OR SERVICES SHALL BE SETTLED EXCLUSIVELY BY BINDING ARBITRATION.
Arbitration and legal actions will take place in Washington County, Utah courts where necessary.