Terms and Conditions

These Terms and Conditions (“Terms”) govern all cleaning services provided by Apex Totalcare Cleaning LLC (“Company,” “we,” “us,” or “our”) to the client (“Client,” “you,” or “your”). By booking, scheduling, or receiving services, you agree to be bound by these Terms.

1. Services

1.1 Scope of Services

Apex Totalcare Cleaning LLC (“Company”) provides professional residential cleaning services for private residences, including single-family homes, apartments, condominiums, and short-term rental properties, including but not limited to properties listed on Airbnb, VRBO (Vacation Rentals by Owner), and similar platforms (“Short-Term Rentals”). Services may include routine cleaning, deep cleaning, move-in/move-out cleaning, and short-term rental turnover cleaning, as agreed at the time of booking.

1.2 Scope Limitation

Services are strictly limited to the tasks, areas, and conditions expressly agreed upon at the time of booking. The Company is not obligated to perform services outside the agreed scope. Additional services require prior approval and may result in additional charges.

1.3 Right to Refuse or Discontinue

The Company reserves the right, in its sole discretion, to refuse, suspend, or discontinue services if conditions at the residence or short-term rental are unsafe, unsanitary, hazardous, unlawful, or materially different from those disclosed by the Client.

2. Scheduling and Access

2.1 Appointments

All service appointments are subject to availability and confirmation by the Company.

2.2 Access

The Client shall provide safe, timely, and unobstructed access to the property at the scheduled service time, including accurate entry instructions, codes, or keys. Failure to provide access may be treated as a no-show and charged up to the full service fee.

2.3 Client Property

The Client is solely responsible for securing valuables, fragile items, and personal property. The Company is not responsible for damage to items that are fragile, unstable, improperly installed, or not disclosed.

3. Pricing and Payment

3.1 Pricing Basis

Pricing is based on information provided by the Client regarding property size, condition, occupancy, pets, and service requirements. The Company reserves the right to revise pricing if actual conditions differ materially from those represented.

3.2 Payment Terms

Payment is due immediately upon completion of service unless otherwise agreed in writing.

3.3 Non-Payment

Unpaid balances may result in service suspension, late fees, collection efforts, or additional charges as permitted by law.

4. Cancellations and Rescheduling

4.1 Notice Requirement

A minimum of forty-eight (48) hours’ advance notice is required to cancel or reschedule a service appointment.

4.2 Late Cancellations and No-Shows

Cancellations made with less than the required notice, failure to provide access, guest overstay, or inaccurate entry instructions may be charged up to one hundred percent (100%) of the scheduled service fee.

5. Satisfaction Guarantee

5.1 Notice of Deficiency

Any claim regarding service quality must be submitted within twenty-four (24) hours of service completion.

5.2 Exclusive Remedy

The Client’s sole and exclusive remedy shall be re-cleaning of the affected area(s), at the Company’s discretion. Refunds are not guaranteed.

6. Limitation of Liability

6.1 Liability Cap

To the maximum extent permitted by law, the Company’s total liability for any claim arising from services shall not exceed the amount paid for the specific service giving rise to the claim.

6.2 Exclusions

The Company shall not be liable for:

• Pre-existing damage

• Normal wear and tear

• Improperly installed, defective, or unstable items

• Fragile, high-value, or specialty items

• Damage resulting from undisclosed or unsafe conditions

• Guest-caused damage in short-term rentals

6.3 Claims Procedure

All claims must be reported within twenty-four (24) hours of service with supporting documentation.

7. Supplies and Products

7.1 Company Supplies

The Company provides standard residential cleaning products and equipment unless otherwise agreed.

7.2 Client-Provided Products

If Client-provided products are used, the Company disclaims all liability for product performance, reactions, or resulting damage.

8. Pets

8.1 Disclosure

The Client shall disclose the presence of any pets at the time of booking.

8.2 Pet Control

All pets must be secured, confined, or removed from service areas prior to service.

8.3 No Pet Liability

The Company is not liable for pet escape, injury, delays, or reduced service quality caused by pets.

8.4 Pet-Related Charges

Additional charges may apply for excessive pet hair, odors, waste, or undisclosed pets.

9. Holidays

9.1 Availability

Holiday services are available by advance request only and subject to availability.

9.2 Holiday Premium

All services performed on recognized holidays are subject to a thirty percent (30%) surcharge.

10. Health and Safety; Hazard Disclosure

The Client is solely responsible for maintaining a safe environment and shall disclose in advance any known or suspected health, safety, environmental, or structural hazards, including but not limited to bodily fluids, mold, water damage, pest infestations, hazardous household chemicals, or unsafe conditions.

The Company does not provide licensed biohazard remediation, trauma cleanup, or regulated hazardous waste removal unless expressly agreed to in writing and permitted by law.

If hazardous conditions are present or discovered, the Company may suspend, modify, or refuse service without liability, and such action may be treated as a late cancellation.

11. Short-Term Rental (Airbnb) Specific Terms

11.1 No Platform Affiliation or Guarantee

The Company is an independent service provider and is not affiliated with, endorsed by, or acting on behalf of Airbnb, VRBO, or any booking platform. The Company does not guarantee guest satisfaction, platform ratings, compliance, reviews, or booking outcomes.

11.2 Turnover Cleaning Scope

Short-term rental turnover cleaning is limited to standard cleaning services agreed upon at booking. The Company does not guarantee “hotel-level,” “like-new,” or “guest-ready” condition unless expressly agreed in writing.

11.3 Linens, Laundry, and Inventory

Unless expressly agreed in writing:

• Laundry services are not included

• The Company does not inventory linens, towels, dishes, or household items

• The Company is not responsible for missing, damaged, or stolen items

11.4 Guest-Caused Damage and Biohazards

The Company is not responsible for guest-caused damage, excessive filth, bodily fluids, drug paraphernalia, pest infestation, or hazardous waste. Discovery of such conditions may result in refusal of service, service modification, additional charges, or referral to third-party remediation.

11.5 Host Responsibilities

The Client (Host) is responsible for:

• Disclosing guest-caused hazards or damage

• Ensuring adequate time between checkout and cleaning

• Providing accurate access instructions

• Securing valuables and personal items

11.6 Platform Penalties and Lost Income

The Company shall not be liable for platform penalties, canceled reservations, lost income, negative reviews, or account suspension.

12. Indemnification

The Client agrees to indemnify, defend, and hold harmless Apex Totalcare Cleaning LLC, its owners, officers, employees, and contractors from any claims, damages, losses, liabilities, penalties, or expenses, including reasonable attorneys’ fees, arising out of undisclosed hazards, unsafe conditions, guest conduct, or platform requirements, except to the extent caused by the Company’s gross negligence or willful misconduct.

13. Confidentiality

Client information shall be treated as confidential and used solely for service-related and administrative purposes.

14. Independent Contractor

The Company acts solely as an independent contractor. Nothing herein creates an employment, partnership, or joint venture relationship.

15. Force Majeure

The Company shall not be liable for failure or delay in performance due to events beyond its reasonable control, including weather events, emergencies, or governmental actions.

16. Electronic Communications Consent

By providing contact information, the Client consents to receive calls, text messages, and electronic communications regarding scheduling, billing, service updates, and promotions. Consent to marketing is not a condition of purchase. Opt-out options are available.

17. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the State of Wisconsin.

18. Amendments

The Company reserves the right to amend these Terms at any time. Amendments apply prospectively to future services.

19. Acceptance

By booking or receiving services, including residential or short-term rental cleaning, the Client acknowledges that they have read, understood, and agree to be legally bound by this Agreement.