Terms of Service

By booking online with Timber & Tide Cleaning LLC, you agree to comply with and be bound by the following terms & conditions of service.

100% Satisfaction Guarantee.
If you are not happy with any area we have cleaned, simply call the office within 24 hours and we will come back and re‐clean it free of charge. The cleaning technicians must be allowed to come back into the home within 1 business day, and usually are able to return the same day. Please note we do not offer cash refunds or money off the cleaning, but we will 100% return and clean it.

Booking, Confirmation and Appointment Details

Service Request: When you request our services, you are agreeing to the terms and conditions specified herein.

Confirmation: Booking a service does not guarantee an immediate spot. You will receive confirmation via email or phone call/text to confirm your appointment once finalized in our system.

Appointment Arrival Window: Cleaning appointment arrivals are scheduled for a certain time, however specific times are not guaranteed due to the nature of this business. We generally arrive no later than 30 minutes after the window start-time, with a reasonable arrival window allowance of 1-hour from the scheduled start time. While we strive to adhere to the schedule, slight delays might occur due to unforeseen circumstances. We will always reach out by phone or text if we are running behind schedule.

Safety and Service Limitations: In order to ensure safe working conditions and appropriate boundaries for our cleaners:

We do not handle mold removal or areas containing bodily fluids or excretions
Our cleaners do not handle or lift in excess of 50 pounds - if you would like areas cleaned behind/under heavy furniture, please have it moved in time for your scheduled appointment
Our cleaners do not climb higher than a 2-step ladder and do not perform work outside the home
We are unable to service hoarding homes (this is a specialized service we do not provide)

Condition Contains Bio-Hazards.If we arrive to a cleaning and any area of the home contains bio-hazards, we cannot clean those areas (we will clean the areas we can), but you will still be charged the full cost of the cleaning. If there is feces in any part of the house, the entire home will not be cleaned and you will be responsible for the full cost of the cleaning.

Right to Refuse Service: We reserve the right to deny or terminate service in the event of inappropriate conduct, inaccessible or disconnected necessary utilities (electricity, running water), safety concerns, excessively cluttered or unsanitary beyond reasonable conditions, dangerous appurtenances present (weapons, live wires). Our cleaners may refuse service on the spot, and a cancellation fee will apply.

Rescheduling and Cancellation Policy

Notice Period: A minimum of 24 hours' notice is required for cancellations or rescheduling to avoid a fee.

Fees: Cancellations made within 24 hours of the scheduled appointment are subject to a cancellation fee of $50, and re-scheduled appointments a fee of $25.

Payment and Pricing

Payment Timing and Methods: Payments must be made on the day of cleaning, at the conclusion of the service. Accepted methods of payment are E-transfer, check, or credit card. We take credit card information at the time of the booking and your first cleaning will be charged when the cleaning is completed. By giving us your credit card details, you expressly authorize Timber & Tide Cleaning LLC to charge the total invoice amounts to your card and also charge for any visits scheduled that are outside of the Cancellation Policy and/or Cancellation Window. If the card is declined when we first run it, we will attempt again.

Service Fees: While we provide instant prices based on our experience and information provided on the client booking form, prices may be adjusted based on the actual condition of the home. If the condition deviates significantly from what is represented on the booking form, we will contact you to discuss the adjustments. We reserve the right to re-evaluate service fees at any time; If we are unable to establish contact within 60 minutes of the scheduled start of the appointment window, the cancellation ($50) or rescheduling ($25) fee will be charged.

Rate Increases: Client rates may be adjusted based on changes in service frequency, home situation, or other factors. An annual increase of no more than 10% may be applied to recurring clients’ regular service.

Customer Responsibilities

Access: Clients must ensure the cleaning team has access to the property at the scheduled time, with provision of keys/instructions to enter the home. If locked out, every effort will be made to contact you. Failure to grant access within 60 minutes of the scheduled appointment arrival time will result in a $50 late cancellation fee.

If your home has a security system, kindly provide the necessary codes and instructions for use during the cleaning.

Security Alarms.

Timber & Tide Cleaning LLC respects your home, and your safety. We do our best to disarm and rearm your security system according to the directions provided, and the code provided. We do our very best to be diligent and careful, however, we are not responsible for any charges from a local police department or security monitoring company or any other associated charges related to an activated alarm while we are entering, cleaning, or leaving your home. Additionally, you agree to hold harmless and / or release Timber & Tide Cleaning LLC from any and all liability relating to any failure of the alarm or not arming the alarm properly.

Cleaning Preparation: Your price for cleaning is based on the cleaning technicians focusing all of their time and energy on cleaning, not routine housekeeping. We ask that you take a few minutes the night before a scheduled service to “pick up.” This will allow the cleaning technicians easy access to the areas/surfaces to be cleaned: floors, countertops, table tops, etc. and removing dirty dishes from kitchen sinks. If you’d like our cleaning technicians to do these tasks for you, please contact us in advance so your cleaning fee can be adjusted for the additional “cleaning preparation” time.

Cleaning Supplies: Our cleaning technicians bring the tools and products needed to thoroughly clean your home. We are not able to use any of your cleaning products. We also are not able to clean in homes that have any fumes from paint, varnish, sealants, solvents, etc. from recent work to your home. Similarly, we cannot vacuum up any scented powder or baking soda or any powdered substances with our vacuum. If you have a broom, however, please place it by the front door and we will sweep it up for you.

Breakage/Damage & Loss Policy: While rare, breakage or damage may occur. We carry insurance for damage or breakage caused by our cleaners.

Please report any damage or breakage noticed within 24 hours after the completion of our cleaning service. We cannot be held responsible for any claims made after this period.

We are not liable for damage or breakage of items that are inherently fragile, valuable, irreplaceable, or improperly secured. Such items include, but are not limited to, cash, jewelry, art, antiques, and improperly installed fixtures.

We are not responsible for any damage resulting from pre-existing wear and tear, improper installation, poor craftsmanship oror artwork, magnets on refrigerators, collectibles or family heirlooms valued over $75, or glass items valued at over $300.

These items include but are not limited to the following examples:

Carpet & Rug Snags: Carpet snags are the result of “exposed loops” caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller‐brush.
Insufficient Support / Not Recommended Placement: We are not responsible for items such as televisions, mirrors, photos, pictures, decorations, art objects, etc., that are not properly placed on stable objects or affixed properly and per manufacturer’s recommendations. Thumb tacks, short nails, nails hanging frames with tiny nail heads, or unanchored nails for heavy paintings or mirrors or other objects are not stable. Of particular note are hanging picture frames with nails with tiny heads — the frames will easily fall if not properly or securely affixed during cleaning / dusting, and, accordingly, we are not responsible for any damage to the frame, the contents within the frame, or any damage that results to other areas from the object falling. Manufacturers of hanging frames recommend affixing with a wire and picture hanging hardware. If we discover any objects that are improperly, unsecurely, or dangerously affixed, we will not be able to clean or dust the, and we thank you for understanding. We are not, however, obligated to inspect every item to ensure it is properly affixed — we ask you, our customer, to do that before we begin cleaning and alert us of any issues. Additionally, we are not responsible for televisions not placed on proper TV stands, items leaning against walls (such as mirrors, photos, pictures), etc., that are not properly affixed to walls or area(s).
Broken Blinds: Customers should be aware that there are some inherent risks each time your blinds are cleaned and/or dusted. Blinds will become brittle from daily exposure to the sun, and strings/chords will weaken over time resulting in breaks.
Improperly hung pictures/decorations/mirrors/fixtures: If these items are securely/properly attached to the wall, they should not fall when the item is dusted/wiped.
Artwork, Collectibles, Family Heirlooms and valuables over $75: These items are expensive or impossible to replace and so we will not take the risk of cleaning such items. It is the customer’s responsibility to inform Timber & Tide Cleaning LLC of any such items existing or brought into the home after our initial setup, that fall into this category. Additionally, if there is artwork which is especially fragile or unusual, please notify us BEFORE the cleaning so we can exercise appropriate care. If you are concerned about a particular piece as it is not replaceable, we would ask that you put that piece away for the duration of the cleaning.
Holiday Ornaments, Holiday Decorations, Christmas Stockings, etc.: Items that are placed out for holidays and not permanently affixed are notoriously difficult to clean around and can easily fall if they are attached by a thumbtack tape, or other glue adhesive fixture, or other temporary affixing measure. For this reason, we recommend putting the items away to make it safer for us to clean the day of the cleaning. Timber & Tide Cleaning LLC is not responsible for any ornament breakage, decoration breakage, etc., unless it is there year-round and we know about it ahead of time. Anything that is hanging (such as lights by a fireplace, around a window, a doorway), we are not responsible for.
Plumbing Fixtures: If you have faulty plumbing, fixtures, plumbing or fixtures that are not functioning properly (such as a drip, leaky toilet, overflowing toilet, etc.), or any and all other plumbing and/or fixture issues, we must be notified ahead of time. We will not be held liable for any damage to plumbing or plumbing fixtures with currently known issues. Additionally, if you have a dripping faucet of fixture, notify your technician and / or office before we clean the area.
Wine, Champagne, and Other Glassware; Dishes & Crystal Bowls: On the day of your cleaning, we do request that counter tops be free of all dishes, glassware, etc. We are not responsible for breakage of any items as we attempt to remove them from counters to clean. Please note fragile stemware should always be put safely away to avoid any accidents.
Glass Objects in Shower: We request that you remove any glass objects from shower / bathtub before we clean. Glass objects are unsafe to use in these areas and posit a risk to our cleaning technicians and also to your objects. We will not be responsible for any glass breakage in the shower / bathtub (or ledges surrounding the bathing area). If you continue to have glass objects despite our request not to have them in there, we may terminate your service if we feel it is too risky for breakage and injury to our employees.
Glass Objects in Home: We request that you remove any objects that could present a danger to our technicians if they were to break. If you do have glass furniture, or large art objects, we ask that you alert us to them ahead of time so that we can put a special warning in your work order for the technicians. We will not be responsible for any damage to glass objects over $300. If you continue to have glass objects despite our request not to have them in there or you have not given us notice in writing about their location, we may terminate your service if we feel it is too risky for breakage and injury to our employees.
Use of Homeowner’s Vacuum: If you request our cleaning technicians to use your vacuum, we will not assume or accept any liability for damage to the unit. (Since we are not responsible for maintenance or training with the unit, we will not be responsible for any repairs to it).
Window Track Cleaning: We do not offer window track cleaning. In order to clean window tracks efficiently, there must be a good amount of pressure from water, etc. (such as a pressure washer). Most professional exterior window washing services do this at no additional charge during your exterior window cleaning service.

Pets “Escaping” From The Home.
We cannot be responsible for pets that “escape” when our cleaning technicians are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the cleaning technicians can be on alert when they open doors. Our cleaning technicians are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods.

Pet Special Consideration and Instructions.
We work around pets every day and we love them! However, if you have special concerns that fall outside the duties of cleaning (i.e., if you have allergies to your pet and your pet cannot be in your bedroom, your cat cannot have any plastic around him or he will eat it, or your dog gets excited and urinates when greeting a visitor), we will not be held responsible for any damages or liability that result from your pets’ actions. If your pet has ANY special requirements and you will not be there, we recommend boarding them for the day of the cleaning.

Pet Waste & Messes.
Our cleaning technicians cannot touch or pick up pet feces, including emptying or moving litter‐boxes. If, for whatever reason, pet feces or urine is sucked up by our vacuum, the cost of repair, cleaning, and/or replacement will be charged to the customer, and any time used to try to clean or investigate any potential damage at your home is counted as cleaning time. If your pet is sick, ill, etc., and having accidents, please let us know so that we have a heads-up. Urine stains on hardwood floors will be mopped by our cleaning technicians (not fresh urine, however) but please understand that if urine has soaked into wood, the discoloration (stain) may not come out… a flooring specialist should be contacted. Please also note that because of both potential biohazard and also toxoplasmosis, our technicians cannot move or touch any cat litter boxes. Thank you for your understanding.

Holidays: The following holidays will be observed - we will not schedule cleans on these days. If your recurring visits happen to fall on these days, we will work with you to pick a suitable alternate time.

New Year's Day - January 1
Thanksgiving Day -
Christmas Eve - December 24
Christmas Day - December 25

Quality Control

We Need Your Feedback.
Getting customer feedback is an important ingredient to a successful house cleaning service relationship. Your feedback helps us monitor the performance of your cleaning technicians and deliver the highest quality cleaning experience in the industry.

Pictures of Before and After Work.
For first time customers and one-time customers, our Quality Inspection will include taking before and after photos of our cleaning technicians’ work. These pictures are used for training, proof of our work performance and promotion of our high quality standards. These pictures are most often used, but not limited to, Onetime Cleanings, Spring Cleans and Move‐In/Out cleanings. If you do not want pictures taken of work areas in your home please notify Timber & Tide LLC.

Governing Law

By booking our services, you acknowledge that you have read, understood, and agree to abide by these Terms and Conditions of Service.

We continually strive to improve our services. If you have suggestions, please let us know. Timber & Tide Cleaning LLC reserves the right to update or modify these terms at any time without prior notice.

For any questions or concerns regarding these terms, please contact us at:

Timber & Tide Cleaning LLC

Email: contact@timberandtidecleaning.com