Terms of Service

Last updated: September 2026

These Terms govern every visit to our website and every cleaning you book with NYC Cleaning Service (the "Service"). They apply to anyone who uses the Service, whether or not they are the person paying for it.

Booking a cleaning or using the site means you accept these Terms in full. If you do not agree with any part of them, please do not book with us.

Accounts

If we set up a customer account for you, the details you give us (name, contact information, address, access instructions) must be accurate and kept up to date. Wrong or outdated information can result in a missed visit, and we may close an account that is not kept current.

You are responsible for keeping your login private and for everything done through your account, whether by you or by someone you shared it with.

Tell us right away if you think your account has been accessed without permission.

Payment Method on File

We bill electronically through a third-party payment processor that accepts credit and debit cards. We never see or store your full card number. A valid payment method must be on file before a visit is confirmed; the card is charged once the cleaning is complete and a receipt is emailed to you. We may cancel a booking that does not have a working payment method attached.

Pre-Authorization Hold

About 24 hours before your appointment we place a temporary authorization on your card for the booking amount to confirm the funds are available. If the authorization is declined we will contact you by text, phone, or email, and we may cancel the visit if it cannot be resolved in time.

Cancellations and Rescheduling (48 Hours Notice)

Schedules in New York change, and we will always try to move a visit when you ask. But a cleaner who loses a job at the last minute usually cannot fill that slot, so late changes carry a fee charged to the card on file:

• Cancel or reschedule with less than 48 hours notice: 25% of the booking total.
• Cancel or reschedule with less than 24 hours notice: 50% of the booking total.
• Cancel on the day of the visit, or lock the cleaner out: 100% of the booking total.

Let us know as early as you can and none of these fees will apply.

Cleaner Assignment

We do our best to send the same cleaner to recurring clients. Illness, transit problems, and schedule changes happen, so we reserve the right to substitute a different cleaner for any visit, one-time or recurring, and will give you notice when we can.

Service Concerns

If something was missed or not done well, email support@nyccleaningservice.com within 24 hours of the visit so we can put it right under the guarantee below.

Ending Service

NYC Cleaning Service may stop providing service to any client at any time, for any reason, with written notice sent by text message or email.

Declining a Job

Our cleaners work alone in other people's homes, and their safety comes first. We may decline or stop a job because of safety concerns, harassment or inappropriate behavior, weapons on the premises, extreme clutter, no running water or electricity, or any other condition we consider unreasonable. For health and liability reasons we do not clean up biohazards (bodily fluids, sharps, drug paraphernalia), active pest infestations, or hoarding situations, we do not handle blinds that are likely to break, and we do not climb above a three-step ladder. A cleaner who arrives at a home that is unsafe or unsanitary may leave, and the visit will be charged as a same-day cancellation.

Getting Ready for the Visit

Your price assumes the cleaner can spend the whole visit cleaning. Please pick up clothes, dishes, toys, and papers before we arrive so counters, floors, and tables are reachable. Heavy clutter slows the job down and may mean parts of the checklist cannot be completed in the time booked.

Using Your Own Vacuum

Our cleaners bring their own equipment. If you ask us to use your vacuum instead, you accept that we are not responsible for its maintenance, wear, or repair, and that if it is not working when we arrive we will not be able to vacuum carpets or hard floors during that visit.

High Spots and Heavy Furniture

To avoid injuries and damage to your floors, cleaners do not move refrigerators, stoves, sofas, beds, dressers, or other heavy pieces, and they do not use ladders taller than three steps. If you want the area behind or beneath an appliance or a large piece of furniture cleaned, please move it before the visit so the space is accessible.

No Direct Hiring of Our Staff

We invest heavily in recruiting, vetting, and training the people who clean your home. By booking with us you agree not to hire, contract with, or otherwise engage any of our cleaners, office staff, or managers directly, while you are a client and for five (5) years after your last visit.

Because the real cost of losing a trained team member is hard to calculate, you agree that a breach of this clause entitles us to liquidated damages of $5,000 USD.

We may also end service immediately on discovering a breach, without refund, and this clause does not limit any other remedy available to us under the law.

Changing the Scope on the Day

Any change to the work booked must be approved by our office before the visit begins. Cleaners are not authorized to agree to extra rooms, add-ons, or a different type of clean on the spot, so please do not ask them directly. If you want something added, contact the office; we will price it and, at our discretion, fit it in. Where possible, send changes by 5 pm the day before your appointment.

Our Guarantee

If any part of the checklist was not done to your satisfaction, tell us within 24 hours of the visit and we will come back and redo it at no charge. That 24-hour window is the warranty period. If you are home during the clean and notice something, you can also ask the cleaner to fix it before they leave or call the office while they are still there. Issues raised after 24 hours fall outside the warranty and may not be covered. The guarantee does not cover damage that results from pre-existing wear, faulty installation or assembly, or improper use of an item.

Hourly Bookings

On an hourly booking you are buying a fixed block of the cleaner's time. They will work through as much of the checklist as that time allows, in the order you prioritize, and some tasks may not be finished if the time runs out.

Any time estimate we give before an hourly visit is a guideline. The real duration depends on the size and condition of the home, how many people and pets live there, whether utilities are on, and whether the home is furnished, empty, or mid-move.

Because hourly service is sold by time rather than by outcome, it is not covered by the guarantee above. If the block you booked was not enough, you can extend the visit on the spot, subject to the cleaner's availability.