Thank you for choosing Dynamic Duo Cleaning. This Service Agreement explains important policies related to scheduling, payments, cancellations, access, service expectations, safety, and our satisfaction guarantee.
By scheduling or receiving services from Dynamic Duo Cleaning, you acknowledge and agree to the policies below.
For questions, please contact us at support@dynamicduo.cleaning or (952) 236-4357.
Cancellations
If you need to cancel your appointment, please contact us at least 72 hours before your scheduled service.
Cancellations made with less than 72 hours’ notice may be charged 50% of the scheduled service cost.
Same-day cancellations are subject to a fee of 100% of the scheduled service cost.
Because appointment times are reserved specifically for each customer, adequate notice helps us maintain reliable schedules for both our customers and cleaning teams.
Rescheduling
Please contact us at least 72 hours before your scheduled service if you need to reschedule.
Rescheduling with less than 72 hours’ notice may result in a 25% rescheduling fee.
If a cancellation fee has already been charged and you later choose to reschedule, the previous cancellation fee is not refundable.
Access & Lock-Outs
Please make sure our team can access the property at the scheduled arrival time.
If we cannot enter the home or business, we will attempt to contact you and may wait up to 30 minutes. If access cannot be obtained, the appointment may be canceled and charged at 100% of the scheduled service cost.
If access is provided after our arrival, waiting time may count toward your scheduled service time.
If you request that our team return later the same day after a lock-out, and scheduling allows, a $25 return-trip fee may apply.
Arrival Times
Cleaning appointments are scheduled with an arrival window rather than an exact minute of arrival. Traffic, weather, parking, earlier appointments, and other circumstances can occasionally affect the schedule.
If we expect a significant delay outside your confirmed arrival window, we will make reasonable efforts to contact you.
Preparing for Your Cleaning
For furnished homes, having accessible surfaces reasonably clear helps our team spend more of the appointment cleaning rather than moving personal items.
Whenever possible, please:
- Pick up loose clutter
- Remove loose trash
- Clear dishes from the sink
- Make commonly cleaned surfaces accessible
For empty-home services, cabinets or drawers scheduled for interior cleaning should be empty, and loose trash should be removed before our arrival. We will clean around any furnishings or belongings that remain.
Additional Work & Organizing
Tasks outside the originally booked scope may require additional time and charges.
If extra work is requested during the appointment, our team may accommodate it when scheduling allows. Any additional work will be billed based on the approved scope and time required.
For substantial decluttering or organizing that prevents the scheduled cleaning from beginning, additional hourly-service charges may apply. If additional work is declined, we will clean accessible areas to the best of our ability and may need to skip heavily cluttered surfaces for safety.
Heavy Buildup
Standard estimates assume a typical condition appropriate for the service selected.
Homes with heavier-than-average buildup may require additional Heavy-Duty service or additional cleaning time. If our team determines that significantly more time is needed, we will contact you before proceeding with additional billable work whenever practical.
Estimates & Additional Time
Estimates are based on information provided about the property, including its size, condition, cleaning frequency, and requested scope of work.
One-time and initial cleanings are scheduled with an estimated amount of time. If additional time is necessary, we will contact you. Additional approved time is currently billed at the applicable hourly rate per cleaning professional in 15-minute increments.
Recurring-service pricing may be reevaluated if the actual time consistently required to complete the agreed scope materially exceeds the original estimate.
Hourly & Organizing Services
Hourly and organizing services are completed according to the priority list you provide.
Our team will work through your priorities in order and complete as much as reasonably possible during the time purchased. Please provide clear instructions so we can better estimate the amount of time needed.
If the purchased time is insufficient, some requested tasks may remain incomplete unless additional time is available and approved.
Pets
We love pets and are happy to work in pet-friendly homes.
Please let us know about pets before your appointment. Any pet that is aggressive, highly anxious, likely to escape, or likely to interfere with the cleaning should be safely secured in a kennel or separate area.
Our team cannot assume responsibility for unattended or loose pets or provide pet-care services during the appointment.
Working Environment
Our cleaning professionals need reasonable freedom to move throughout the areas being cleaned.
Significant interruptions, restricted access, unsafe conditions, or other circumstances that materially slow the service may affect how much can be completed and may result in additional time charges when appropriate.
Final Walk-Through
When possible, we welcome a final walk-through before our team leaves.
If you are present, please let us know immediately if an included area needs additional attention so we have an opportunity to address it before leaving.
If you are away during the appointment, you may inspect the cleaning after returning home.
48-Hour Satisfaction Guarantee
Your satisfaction matters to us.
If you believe an area included in your booked service was missed or not completed properly, please contact us within 48 hours after service completion.
When appropriate, we will arrange to re-clean the affected included area at no additional charge.
Requests received after 48 hours, issues involving work outside the booked scope, or areas altered or re-cleaned after our visit may not qualify for complimentary re-service.
Refunds
We generally do not issue refunds for cleaning services that have already been completed.
If you notify us of a qualifying service-quality concern within the guarantee period, we will review the issue and, when appropriate, correct the affected area at no additional charge.
Payment
A valid credit or debit card is generally required to reserve and confirm an appointment.
A temporary authorization may be placed on the card before your appointment to verify available funds. The final charge is processed after the cleaning is completed.
If the required payment authorization cannot be completed, the appointment may no longer remain reserved until valid payment information is provided.
If payment cannot be obtained when required, our team may be unable to begin the service.
Taxes
Applicable taxes will be handled according to the service type and current tax requirements.
Any tax included in or added to your service will be reflected in your booking or final invoice.
Payment Disputes
If you believe a charge is incorrect, please contact Dynamic Duo Cleaning promptly so we can review the issue and attempt to resolve it directly.
Submitting a payment dispute does not eliminate any valid amount owed for services properly performed or fees properly assessed under this agreement.
Health & Illness
If anyone in the household has a contagious illness, please let us know before the appointment so appropriate precautions can be taken or the service can be rescheduled.
We do not provide biohazard remediation or cleanup of blood, vomit, feces, urine, or other bodily fluids outside normal toilet cleaning.
Smoke-Free Working Environment
Please avoid smoking or vaping indoors while our team is working.
If smoking regularly occurs inside the property, adequate ventilation should be provided before and during the appointment so our team can work in a reasonably safe environment.
Loss, Breakage & Fragile Items
Dynamic Duo Cleaning is bonded and insured.
Please secure valuable, fragile, sentimental, or improperly mounted items before service. We are not responsible for damage resulting from pre-existing defects, unstable fixtures, improperly secured items, or conditions that are not reasonably visible before cleaning.
Antiques, heirlooms, delicate collectibles, and items of exceptional monetary or sentimental value should generally be handled or cleaned by the customer unless specific arrangements have been made.
Specialty surfaces such as natural stone, hardwood, or other sensitive materials should be properly installed, sealed, and maintained. Please notify us of any special-care requirements before cleaning begins.
Safety
The safety of our customers and cleaning professionals is important.
Dynamic Duo Cleaning may decline, pause, or discontinue a service if the property or conduct of anyone present creates an unsafe working environment.
Examples may include aggressive animals, threatening behavior, unsafe structural conditions, hazardous substances, extreme temperatures, inadequate ventilation, or other conditions that reasonably place our team at risk.
If service cannot continue because of unsafe conditions at the property, applicable cancellation or service charges may still apply.
Non-Solicitation
Customers agree not to directly recruit or hire a cleaning professional introduced through Dynamic Duo Cleaning to perform competing private cleaning services outside the company.
Any applicable placement, referral, or training fee associated with a violation should be governed by the current written service agreement and applicable law.
Changes to Services & Policies
Dynamic Duo Cleaning may periodically update its pricing, services, policies, or Service Agreement.
Changes will apply prospectively and, when appropriate, will be communicated through the website, booking platform, email, or other customer communication channels.