Terms & Conditions

Thank you for choosing Level Up Cleaning, LLC. Our goal is to provide exceptional service while setting clear expectations that help ensure a smooth experience for both our clients and our team.

By scheduling or using our services, you acknowledge that you have read, understood, and agree to these Terms & Conditions.

The client listed on the account is responsible for payment, communication with Level Up Cleaning, compliance with these Terms & Conditions, and following our satisfaction guarantee procedures.

To protect your privacy and avoid miscommunication, Level Up Cleaning communicates directly with the client listed on the account. Third-party instructions, requests, or disputes will not be recognized unless previously authorized by the account holder.

Level Up Cleaning may update these Terms & Conditions from time to time to reflect changes in our services, policies, or business practices. Unless otherwise stated, updated Terms & Conditions become effective when posted on our website.

If a change directly affects your scheduled recurring services or pricing, we will provide notice using the email address on file.

Your continued use of our services after any updated Terms & Conditions become effective constitutes your acceptance of those changes.

💔 Damage & Liability

Sometimes breakage occurs when items are unstable or unsecured, including pictures that are not hung securely, top-heavy items with unstable bases, or wobbly/tippy objects. Please point out or remove any items of concern before your cleaning appointment. We cannot accept responsibility for damage to such items.

The value of any damaged item exceeding $25 must be verified. In some cases, Level Up Cleaning may choose to have the broken or damaged item repaired by a professional restoration company rather than replacing it.

Any breakage or damage concerns must be reported to the Level Up Cleaning Office within 24 hours of your completed service.

📆 Payment & Cancellation Policies

To cancel, reschedule, or skip your cleaning appointment, please call Level Up Cleaning at (918) 558-1799 during our cancellation processing hours of Monday through Friday, 9:00 AM to 4:00 PM (excluding weekends).

Requests to cancel, reschedule, or skip service must be received at least 48 business hours before your scheduled appointment.

Requests received with less than 48 business hours' notice are subject to a cancellation fee equal to 50% of the scheduled service price.

Requests received outside of our cancellation processing hours, including weekends and holidays, will be considered received on the next business day.

🕒 Delays of Service

If our technicians are unable to begin cleaning at the scheduled time due to circumstances within the client's control—including, but not limited to, lack of access to the property, waiting for entry, or other preventable delays—a fee of $30 per half hour of delay may be charged.

🔄 Recurring Service Skip

A $15 Skip Cleaning Fee will be added for each additional week between your skipped cleaning and your next scheduled cleaning.

Example: Skipping one weekly cleaning creates a two-week gap between visits, so a $15 Skip Cleaning Fee will be added to your next scheduled cleaning.

After your next completed cleaning, your recurring service rate will return to your normal service price.

We strictly enforce this policy because longer intervals between cleanings require additional cleaning time and help offset the lost wages caused by schedule changes for your cleaning professionals.

🔒 Lock Out

You understand that you may be billed 100% of your scheduled service price for failing to provide access to the home upon our arrival, if we are unable to clean due to lack of power, water, pests, or other conditions that prevent us from safely performing the service, or if you turn our technicians away at the door.

There are no exceptions after the first incident.

Any deposit you have paid toward your cleaning will be forfeited if our technicians do not have access to the home on the day of the scheduled service.

💳 Payment

Payment is due at the time of service.

Any deposit collected to reserve your appointment is non-refundable once your card has been charged.

Your credit card information will be securely retained as a backup payment method for any undisputed delinquent balances.

If payment is not received within 36 hours of your completed service, a $15 late fee will be applied.

🎉 Holiday Schedule

Holiday weeks require additional planning due to limited scheduling availability.

If you wish to cancel, reschedule, or skip your cleaning during a holiday week, at least two weeks' notice is required prior to your scheduled cleaning appointment.

Requests received with less than two weeks' notice will be subject to a cancellation fee equal to 100% of your scheduled service price.

As a courtesy, Level Up Cleaning will make every effort to contact recurring clients approximately three weeks in advance of holiday weeks to discuss scheduling options.

While we are happy to work with our clients whenever possible, holiday schedule changes cannot be guaranteed without the required notice.

💲 Tipping

Tipping is always appreciated but never required.

If you wish to tip your cleaning professionals, a suggested range is 10% to 15% of the service price before sales tax.

If you would like to add a tip to your credit card payment, please contact our office.

⬆️ Rate Increases

Level Up Cleaning reserves the right to adjust service rates at any time.

If your service price changes, you will receive advance notice before the new rate takes effect.

✨ Customer Satisfaction Guarantee

At Level Up Cleaning, we stand behind the quality of our work.

If you are not satisfied with your cleaning, please notify our office within 24 hours of your completed service.

We will make every reasonable effort to return within 24 hours (excluding weekends and holidays) to address any missed areas covered by your scheduled service.

🧾 Refund Policy

Level Up Cleaning does not offer refunds.

Instead, we stand behind our work by returning to correct any missed areas in accordance with our 100% Level Up Guarantee.

📷 Before & After Photos

By scheduling service with Level Up Cleaning, you acknowledge that our technicians may take before and after photos for quality assurance, training, documentation, and damage verification purposes.

🏡 Customer Responsibilities

🧹 Vacuum

Level Up Cleaning provides professional-grade vacuums for all cleaning services.

If you prefer that we use your vacuum due to allergies or personal preference, please let us know before your appointment. Your vacuum must be lightweight and in good working condition. If it is not suitable for safe and effective use, our technicians will use a Level Up Cleaning vacuum instead.

🪠 Toilet Brushes

A toilet brush must be available in every bathroom for all occupied homes.

If a toilet brush is not provided, we will be unable to clean the inside of the toilet. This requirement does not apply to vacant Move-In or Move-Out Cleaning Services.

🚰 Clutter & Dishes

If your home contains excessive clutter or dishes in the sink on the day of your cleaning, our technicians will work around them whenever possible.

If additional cleaning time is needed because of clutter, we will contact you for approval before performing any work that results in additional charges.

Level Up Cleaning does not provide dishwashing or home organizing services. If requested, we can load your dishwasher as an optional add-on service for an additional fee. We do not start or operate appliances.

🦮 Pets

We love pets!

For the safety of your pets and our technicians, please secure any pet that may become anxious, stressed, or aggressive during your cleaning appointment.

We cannot enter a home with an aggressive pet or clean up after sick pets or pet accidents.

Please notify us in advance if your pet has a history of escaping through open doors or is especially sensitive to visitors in the home.

👧 Children

While we always strive to work safely, we recommend that children remain away from the areas being cleaned.

📦 Move-In & Move-Out Cleaning

Move-In and Move-Out Cleaning Services are designed for vacant homes only.

The home must be free of furniture, personal belongings, movers, contractors, and other vendors during your scheduled cleaning. Working electricity and hot water must also be available.

If the home is occupied upon our arrival, contractors or movers are present, or utilities are unavailable, Level Up Cleaning reserves the right to modify the scope of work, charge additional cleaning time if needed, or cancel the service and charge the full scheduled service price if the condition of the home prevents us from completing the service as originally quoted.

Shelves, cabinets, drawers, closets, and appliances being cleaned must be completely empty before your appointment.

If freezer cleaning has been added to your service, the freezer must be unplugged at least 24 hours before your appointment to allow adequate time for defrosting.

Level Up Cleaning does not provide trash-out, junk removal, or debris removal services.

⛄ Home Temperature

To provide a safe and comfortable working environment for our technicians, please set your thermostat to 74°F or lower during warmer months and 70°F or higher during colder months on the day of your cleaning.

🕰 Requested Appointment Times

If you request a specific appointment time outside of our normal scheduling process, additional charges may apply if our technicians experience downtime while waiting to access your home or business.

⌚ Arrival Window

Please allow the following arrival windows for your scheduled appointment:

• 8:00 AM appointments: Up to 1 hour after your scheduled appointment.
• All other appointments: Up to 1 hour before or 1 hour after your scheduled appointment.