By scheduling a cleaning with Teresa's Family Cleaning, you agree to these terms. We've written them in straightforward language so you know exactly what to expect from us — and what we expect from you.
By scheduling a cleaning service with Teresa's Family Cleaning through our website, by phone, by email, or through any other method, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.
We reserve the right to cancel or decline any booking if we cannot ensure the safety of our crew, the information provided is inaccurate, or the property conditions differ significantly from what was described at the time of booking.
Home Size: Please provide the correct number of bedrooms, bathrooms, and approximate square footage. We verify home sizes and may adjust pricing if your home is larger than what was booked.
Home Condition: You must accurately describe the current state of your home:
Providing inaccurate details about your home's size or condition may void our 100% Satisfaction Guarantee and result in adjusted pricing.
Arrival Window: Please allow a reasonable arrival window from your scheduled start time. Traffic, weather, and prior appointments can affect exact timing — we'll keep you informed if there are changes.
Access Wait Time: Our crew will wait up to 15 minutes if they cannot gain access to your home. After 15 minutes, we may need to leave the property, and fees may still apply.
Full Service Delivery: Regardless of our arrival time, we always complete the full cleaning as booked. No credit is provided for late arrivals — only for missed work.
Teresa's Family Cleaning uses dedicated 2-person crews for most appointments. The number of team members assigned is determined by us based on:
For recurring clients, we aim to send the same crew so they learn your home and preferences over time. However, crew assignments may change due to scheduling, vacations, or staffing needs.
We provide customized estimates based on your home's bedroom count, bathroom count, and service type. Our pricing does not include:
These services may be available at additional cost — please ask when booking.
We do not reduce pricing for excluding certain rooms. Our estimates are based on total home size regardless of which areas you'd like us to focus on.
Our crew confirms room counts and home condition upon arrival. If your home is significantly larger than booked or in a condition that requires more work than a standard clean, we will contact you to discuss adjusted pricing before proceeding.
Undisclosed Construction: If our crew arrives to find recent construction that wasn't mentioned during booking, the service will be reclassified and priced accordingly.
Payment is expected on the day your cleaning is performed. We accept major credit cards, debit cards, and personal checks.
Late Payments: Overdue balances may incur additional fees. You agree to pay all reasonable collection costs if we must pursue unpaid amounts.
Our recurring cleaning plans (weekly, biweekly, or monthly) are offered at discounted rates compared to one-time services. Plan highlights:
Recurring discounts are based on the expectation of ongoing service. If you cancel after just one visit, we may adjust your first visit to the standard one-time rate.
Only services listed in your booking confirmation will be performed. Day-of requests for additional work must be approved by our office and may carry additional charges.
Common Add-Ons: Interior oven, interior refrigerator, interior windows, laundry, interior cabinets, basement, attic, and garage cleaning. Each has a separate fee.
We need functioning utilities to perform our services:
If our crew arrives and utilities are off, we cannot perform the service. A trip fee may be charged. This is especially important for move-in cleanings, new construction, and vacant properties — please verify utilities before your appointment.
Our crews carry extendable dusters and cobweb brushes to reach most standard-height ceiling fans, light fixtures, and upper shelves. However:
This policy exists for the safety of our crew members and your property.
For safety and liability reasons, our crew does not move heavy furniture (sofas, beds, dressers), major appliances, or any item weighing more than approximately 20 pounds.
We will clean around these items and reach underneath as far as our tools allow. If you need behind or under heavy pieces cleaned, please move them before our arrival.
We do not clean or remove:
Specialty services we don't offer:
If our crew encounters any of the above conditions upon arrival, we may need to leave. A trip fee may apply.
We use eco-friendly, professional-grade products, but some stains are permanent or require specialist treatment. These include rust stains, hard water deposits, deep grout discoloration, old grease stains, and paint or dye marks.
Special Surfaces: If you have natural stone, specialty wood, antique finishes, or other delicate surfaces, please let us know when booking. We assume all surfaces are sealed and standard unless told otherwise.
Other workers create dust, debris, and foot traffic that makes effective cleaning impossible. If we arrive and contractors or movers are actively working, we may need to reschedule. Standard cancellation fees may apply if this wasn't communicated in advance.
We've stood behind every clean since 1993. If any aspect of your cleaning doesn't meet your expectations:
Our guarantee is a complimentary re-clean of missed areas. We do not offer cash or credit card refunds for completed cleaning services, as the labor and time have already been invested.
When you're present during your cleaning, we encourage a brief walk-through before our crew departs. This lets you:
We're happy to touch up anything you notice right away. It's always easier to fix in the moment than to schedule a callback.
Our Satisfaction Guarantee does not apply in these situations:
Please ensure our crew can enter your home at the scheduled time. Options include:
Lockout: If we cannot gain access within 15 minutes, our crew may need to leave and a trip fee may be charged.
Many of our crew members are pet owners themselves and are comfortable around animals. That said:
If a pet prevents us from safely completing our work, we may need to skip that area or reschedule.
For the best results, please ensure clear pathways through rooms and reasonably tidy surfaces. We are a cleaning service, not an organizing service. If clutter prevents us from reaching surfaces or creates safety concerns, we'll clean only the accessible areas (no price reduction) or may need to reschedule.
Before your appointment, please:
We are not liable for damage to undisclosed valuables, items improperly mounted or installed, or items with pre-existing damage.
Cancellation Timeline:
We reserve crew time, plan routes, and turn away other bookings to hold your spot. Late cancellations affect our crew members' livelihoods, which is why we ask for advance notice.
If our crew cannot access your home at the scheduled time, we will attempt to call and text you. After 15 minutes, the crew may need to leave to reach their next appointment. A trip fee may be charged for the visit.
Cleaning services cannot be "returned" once performed. If you're unsatisfied, our remedy is a complimentary re-clean within 24 hours of your concern — not a cash or credit refund. This policy has been in place since we founded the company in 1993 and reflects the nature of service-based work.
If you believe our crew caused damage to your property:
We take every report seriously and will respond promptly to investigate. Claims submitted without documentation or beyond the 24-hour window may be more difficult to process.
Teresa's Family Cleaning is fully bonded and insured. For verified damage caused by our crew:
Please do not independently hire repair services and request reimbursement without our prior written approval.
While we exercise reasonable care and carry full insurance, we are not liable for:
We take our crew's safety seriously. We may cancel service — and standard fees may apply — if we encounter:
Teresa's Family Cleaning has a zero tolerance policy for:
If any of the above occurs, our crew will leave immediately. You will be charged for the full service and permanently banned from booking with us. Criminal behavior will be reported to authorities.
You agree not to directly or indirectly solicit, recruit, or hire any Teresa's Family Cleaning employee or contractor introduced to you through our service. We invest significantly in recruiting, background checks, training, bonding, and insuring each team member.
If you would like to refer a friend or family member to us, we'd love that! But please direct them to us rather than attempting to engage our staff outside of our company.
We're a family-owned business and we take every concern personally. If something isn't right:
We resolve the vast majority of concerns quickly and fairly. We've been serving Long Island families since 1993, and our reputation matters deeply to us.
If you file a payment dispute or chargeback without first contacting us, we will contest it with documentation of services rendered. We always prefer a direct, good-faith conversation to resolve any billing concerns.
You agree to pay all reasonable collection costs and legal fees associated with recovering unpaid amounts for services that were performed.
We reserve the right to modify these Terms of Service at any time. When we make changes, the "Last Updated" date at the top will be revised. Significant changes may be communicated via email.
Continued booking or use of our services constitutes acceptance of the updated terms. If you disagree with any changes, please discontinue using our services and contact us with any questions.
These Terms of Service are governed by and construed in accordance with the laws of the State of New York, without regard to conflict of law principles. Any disputes arising from these terms or our services shall be resolved in the courts of Suffolk County, New York.
We're a family business and happy to clarify anything. Reach out and we'll get back to you promptly.
