TERMS & CONDITIONS
These terms of service are designed to help our customers understand their responsibility and our services. These terms clarified and described our guarantee, exclusions, cancellations, and potential problems we strive to avoid if possible. With the help of our customer, these issues can be averted to ensure a successful service to you in your home. These Terms of Service define the responsibilities and liabilities of SWAN CLEAN and our customers.
By using this website to book a service, you agree to comply and to be bound by these terms & conditions. If you do not agree to these terms & conditions, please do not book any services.
100% SATISFACTION GUARANTEE
If you are not 100% satisfied with any area of the service, simply give us a call within 24 hours and we will be more than happy to schedule you within the next 1 – 2 business days. Same day return is possible, but not guaranteed. It is not common, but human error happens that we miss things. If we missed something big or small, while we are at your home, please let us know right away. But once we left, WE WILL NOT return for small misses.
NOTE: We do not offer cash refunds or money off the services, but we are GUARANTEED to return and take care of the unsatisfied area. If we missed something that is small, please let us know so we can fix it at the next visit.
BOOKING CONFIRMATION
To reserve your cleaning date and time, a deposit of 50% of the total cleaning price will be applied at the end of the booking. This fee is NON-REFUNDABLE but deductible toward the total cleaning price.
NOTE: Booking service online doesn’t guarantee you a spot for that specific date and time due to slow online system to update the availability. To confirm your appointment date and time, you will be contacted by email or phone with a confirmation. Check our Cancelation Policy for more information.
OUR TECHNICIANS
Swan Clean strives for safety first. Due to the safety of our crew, we always work in teams of two. Occasionally more technicians may be needed due to the complexity of work or busy schedule. When requested, we will do our best to limit the rotation of our technicians in your home, while still providing sufficient cross-training to our technicians.
For your peace of mind, rest assured that our employees have been rigorously background screened prior to working with us. We pride ourselves in our open communication, work, integrity, and accountability.
CLEANING DAY / BEFORE WE ARRIVE
Your pricing is calculated based on the amount of time it takes for the technicians to clean your home. We ask that you take a few minutes before the start of your service to tidy up the quoted areas; floors, surfaces, furniture etc. For the best cleaning experience, we advised you to remove or organize clutter spaces. It will give our technicians plenty of access to give your house a proper cleaning.
If organization is something you would like to add to your service, please give us a call in advance so we can schedule you appropriately, and have your price adjusted.
For your peace of mind, rest assured that our employees have been rigorously background screened prior to working with us. We pride ourselves in our open communication, work, integrity, and accountability.
ADD-ON SERVICES
These services are available for an extra charge:
- Clean Inside Kitchen Cabinets
- Clean inside Dishwasher
- Clean inside the Fridge
- Clean Inside the Oven
- Clean Grills (stove)
- Clean Inside the Washer/Dryer
- Clean Interior Windows and Window Tracks
- Detail Blinds
- Detail Baseboards
- Organization
- Change Bedding
PET SPECIAL CONSIDERATION AND INSTRUCTIONS
We understand that our pets are part of the family. However, in the situation that your pets run out while our technicians are entering or exiting, we CANNOT be responsible for the pets.
For the safety of your pets and our technicians we advise that you notify us when there Is a chance of your pet roaming around the house during the service. It’s in our best practice to NOT leave the door open unattended for a long period of time. Our technicians are trained to immediately close doors as soon as they enter or exiting your home.
Although we love pets, we ask that indoor activity is limited during our service. We will not be held responsible for any damages or liability that result from your pets’ actions. If your pet has ANY special requirements, we recommend boarding or taking them out for the time of the service.
As a pet owner ourselves, we know that our pet could be anxious and act out in a threatening way with new smell, and people. Especially when the family member is not present. At Swan Clean we pride ourselves in Safety. Our technicians are instructed to NOT enter your home if they feel that your pet is a threat.
NOTE: If the removal of our technicians is due to aggressive pets, our Cancellation Policy will be applied.
- CHARGE FOR PETS
Pets are charged to allow for the time needed to clean hair, paw prints, harden drool, water marks etc. Please let us know if your pet situation changes.
- PET WASTE AND MESSES
At Swan Clean we DO NOT deal with potential biohazard. Our technicians are instructed to not touch or pick up any pet feces, including emptying or moving litter boxes. If for whatever reason, pet feces or urine entered our vacuum, the cost of repair, cleaning, and or replacement will be charged to the client. Any time spent on trying to clean equipment, diagnose, and investigate any potential damage during the service is counted as cleaning time. Our technician will immediately report to Swan Clean, and to the client regarding the incident. We will provide proof of the incident.
NOTE: Please understand that if urine has soaked into wood, the stain may not come out. We advised you to contact a flooring specialist to further your assistance. Thank you for your understanding.
SERVICE FEES
Please remember these instant prices are based on our years of experience in the business. However, be advised that we may adjust the price based on the ACTUAL condition of the house. To help making it easier for you on your booking, these are the levels of dirtiness you should STRONGLY consider.
When booking online, be sure to select the current level of cleanliness of your home. This ensures the proper amount of time is allocated to clean your home during your scheduled booking. Improper booking information will require the client to reschedule at full rate, and the cancellation fee. Please read our Cancellation Policy.
How to determine if your home is “Slightly Dirty, Dirty, Very Dirty or Extremely Dirty”?
- “Condition 1”: Professionally Maintained – The home has regular professional cleaning, occurring at least twice a month. With low usage, minimal cleaning or spot cleaning is sufficient for areas such as baseboards, cabinets, and floors.
- “Condition 2”: Well-maintained but actively used – The home is actively used and needs surface cleaning; nonetheless, there are specific areas that demand extra cleaning attention. This condition applies to approximately 75% of the homes we handle, with some areas exhibiting build-up requiring thorough scrubbing.
- “Condition 3”: Well-used home – without professional cleaning for the past year, this home has had significant build-up in various areas. To elevate it to the condition of a well-maintained but actively used level, extensive cleaning support is necessary. Notably, there is substantial dirt, dust, and grime present on floors, baseboards, and/or walls, among other areas.
- “Condition 4“: Heavily used home that required extra attention – The home has not received a comprehensive cleaning in a year or more, possibly never. Considering a second visit may be essential to ensure the condition of the house gets to a well-maintained but actively used level.
NOTE: Please note that vacuuming, organizing, and slightly wiping is not considered as a cleaning maintenance for your home.
We reserve the right to reevaluate rates at any time based on the time it takes to perform our service to meet the client’s standards. Swan Clean will contact the client to discuss price or service revisions if the cleaning time differs drastically from the original bid. At the beginning of the service, if our technician notices that your home is much dirtier than the condition you selected, we will get in contact with the client within the first 20 minutes to discuss further adjustment. If there is no contact from the client within the 20 minutes grace, your service will be canceled and in the event the service is canceled for this matter or the client refuses the adjustment the client will be responsible for the cancellation fee. For more detail Cancellation Policy.
Expedited Amount: Please be adviced that for bookings made with less than two days of notice, we charge an expedited fee of $50 dollars. This helps us ensure prompt and efficient service to accomodate your urgent requests.
PAYMENTS
By giving us your credit card details, YOU AUTHORIZED Swan Clean to charge the total service amounts to your card and charge for any visits scheduled that are outside of the Cancellation Policy. We will put a hold on your card prior to the service to secure your scheduled appointment. The payment is due at the end of the service but will be charged to your card after 24 hours. If your card is declined on our first attempt, we will send you a notification email about the issue. We will attempt again up to 3 times. After the third attempt, a late fee of $10 dollars a day will be added to your invoice.
- Cards Payment: Credit cards and debit cards are our only accepted method of payment. We do not charge any processing fees.
- Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. If you are not happy, we will come back and re‐clean any areas free of charge according to our 100% Satisfaction Guarantee.
RECURRING SERVICE DISCOUNTS
Skipping cleanings reduce the initial frequency you were set up for so your price will be increased to the pricing level for the lower frequency.
- If you signed up for a weekly service but the frequency is reduced, the recurring service discount you will get for next service is the one that is set up for a bi-weekly service in our website
- If you signed up for a Bi-weekly service but the frequency is reduced, the recurring service discount you will get for next service is the one that is set up for a Monthly service in our website
- If you signed up for a Monthly service but the frequency is reduced, you will not have any recurring service discount for the next service.
RECURRING SERVICE DISCOUNTS
RATE INCREASES
Customer cleaning rate adjustments may be made at any time during the year. If there are changes to the frequency of the client’s established service schedule, home, or living situation; remodel, change of address, number of people living in the home, a significant addition of furniture, etc.
Customer rate shall be increased annually, by an amount not-to-exceed 8% of the customer’s current rate.
SERVICES NOT OFFERED
- Wall Washing or Scrubbing.
- Move Furniture.
- Fabric Blinds Cleaning or Washing.
- Chandelier Cleaning or Washing / Glass light fixtures attached to ceilings / Hanging pendant lights.
- Musical instruments.
- Stereo equipment.
- Garbage / trash removal to bins if you are in a condo or apartment. We will bag the trash and leave at your inside front door.
- Compost removal.
- Interior fireplace cleaning / ash removal / fireplace screen cleaning.
- Cat litter box; cat litter on floor (we will sweep up the litter if you leave us a broom. If you leave a mope we can mop the area for you, but we can’t use our equipment). We do not move cat litter boxes, so please make sure you move the box for us ahead of the cleaning.
- Pet feces, urine, vomit, fur balls.
- Bio-hazardous cleaning (urine, mold, blood, bodily fluids, bird cages, etc.) *
- We do not clean hoarding homes.
- Areas unreachable by using our step stool.
- Ceiling fans over beds.
- Paint splatter.
- Utility rooms with concrete floors or other unfinished areas in the home.
- Garages or any area outside of the home.
- Any area of floor, cabinets, or furniture that has paint, paint drips, candle wax, or other stuck-on matter that could potentially cause damage.
* We do not clean porous surfaces with mold such as a cabinet, baseboard, window frame, etc. Mold removal is a specialty, we cannot be liable for any mold-related risks in clients’ homes. We also do not clean mold in bathrooms.
USE OF HOMEOWNER’S VACUUM
Please check to see if the vacuum and or equipment is functional prior to the start of service. If you preferred our technicians to use your vacuum or equipment for the service. We will NOT accept any liability for the damage of the unit. Since we don’t know what type of maintenance or condition of the equipment, we will NOT be responsible for any repairs to the equipment. If the equipment malfunctions, we will not be able to perform any cleaning of the carpet & hard floor surfaces, and the client is responsible for the fee of the full service.
CLEANING SUPPLIES
We bring our own supply, so you never have to worry about doing last minute cleaning supply shopping. Unless specific supplies are provided for allergy and personal preferences. Be advised that green cleaning products or your personal product might take longer for us to clean. Therefore an extension of time will be added if it’s needed to complete the service at your home. Please let us know at least 1 day prior to the start of your service.
NOTE: If you preferred your cleaning supplies to be used, know that we are NOT responsible for any damage associated with the product you provided. Please have all the cleaning chemicals & supplies ready prior to the service.
UNREACHABLE AREAS & HEAVY ITEMS
For safety and liability reasons our technicians CAN NOT limb higher than a step stool. Our technicians ARE NOT equipped to work outside of your home. Per the policy our technicians CAN NOT move objects that its weight is more than 35 pounds.
NOTE: If you would like our technicians to clean behind or under heavy objects, please move them prior to the service. If you wanted under the carpet clean, please remove the carpet from the area so our technician can get to it.
BREAKAGE/DAMAGE & LOSS POLICY
It is in our practice to be mindful when cleaning your home. Our technicians take reasonable care when cleaning around fragile items. Even though the possibility of breakage or damage is rare while it does happen. As a fully insured company, we will work with you on the issue. Please notify us within the same day of the service. We will work with you to replace the item; identical replacement is always attempted but NOT guaranteed.
We are not liable for damage that is caused by normal wear & tear, improper installation of an item in your home, artwork, collectibles, or family heirlooms not disclosed during the booking process, these items include but are not limited to the following
- Artwork, Collectibles & Family Heirlooms: These items are expensive & impossible to replace, the client should point out such items to us before starting service, please advise us how you would like your fragile items handled & their care.
CLEANERS ARRIVAL WINDOW
We try our best to schedule the services in order that requires the least amount of drive time. In an effort to maintain punctuality for our technicians, and our customers. If you required a specific time, just know that we will make every effort to accommodate your request. However, it is not guaranteed.
Due to the unpredictable nature of our business unforeseen circumstances such as traffic jams, weather, mechanical problems could occur. Allow us the flexibility of scheduling our cleaning between 8:00 am & 1:00 pm.
We generally do not arrive earlier or later than 30 minutes from the scheduled appointment. If we are running later than 30 minutes, we will contact you via email, text message or a call up to your preference of contact.
LOCKOUTS
You are responsible for providing our technicians access/entry to your home. If our technicians are locked out of your home, we will make every effort to contact you to arrange an alternate entry into the home. If we are unable to make any contact with you within 20 minutes of the arrival of the cleaning team, the scheduled cleaning will be canceled, and you will be charged a cancellation fee. Check our Cancelation Policy for details.
To avoid a cancellation from SWAN CLEAN due to your home accessibility, we asked that you provide garage door code, temporary front door code, key, lockbox, or other methods. At SWAN CLEAN we are insured against any problem imminent from you authorizing access to your home.
KEY RELEASE
SWAN CLEAN will NOT hold reliable for any unsecured handover of key from customer. In the event of a customer choosing to leave a door unlocked, placing a key under a mat or any other unsecured places for our technician to enter. All keys that belong to customers are stored inside a secured area that only the owner and manager of SWAN CLEAN have access to.
Upon termination/cancellation of services, SWAN CLEAN shall return any client key(s) in its possession no later than 48 hours after termination of services or the next business day.
SECURITY ALARMS
We will diligently arm and disarm your home security system according to the direction, and code PROVIDED BY YOU. However, we are NOT responsible for any charges from the local police department, security monitoring company, or any other associated charges related to activated alarms while we are entering, cleaning, or exiting your home. Additionally, you agree to hold reliable and or release SWAN CLEAN company from all liability relating to any failure of the alarm or not arming the alarm properly.
WEATHER CONDITION
We will be closed for business when weather conditions prevent Snohomish & King County School Districts from opening. Due to bad weather conditions expect delays for your appointment. Our technicians are instructed to drive safely in the event of bad conditions.
HOLIDAYS
SWAN CLEAN company does not do holiday visits.
If your scheduled day falls on a holiday, we will contact you to reschedule. The following holidays will be observed:
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving
- Black Friday
- Christmas Eve
- Christmas Day
- New Year Eve
- New Year
NON-SOLICITATION OF SWAN CLEAN EMPLOYEES
By choosing SWAN CLEAN as your cleaning provider, you agreed that you WILL NOT solicit for hire any staff member introduced to you by SWAN CLEAN for any home related services. We spend a lot of man hours, resources finding, interviewing, checking references, backgrounds, and training our technicians. Every new hired technician signs an agreement excluding them from performing any home‐related service for any of our past or present customers.
UNABLE TO COMPLETE CLEANING DUE TO CONDITION OF HOME
Some of the following situations that will prevent us from cleaning your home are:
- Pests (including roaches, fleas, rats, mice, bed bugs, etc.)
- Hazardous conditions (needles, illegal drugs or items, rat droppings, feces, urine, etc.)
- Hoarding situations that you did not make us aware ahead of time. In situations such as those, SWAN CLEAN will notify the customer of the situation and a full cleaning fee will be charged.
- The customer presents a threat and or showing signs of hostility.
- Sexual harassment, and Personal harassment toward our technicians
It is our policy to provide you with visual evidence of the unacceptable condition mentioned above.
ALL CANCELLATIONS AND/OR RESCHEDULES MUST BE IN EMAIL.
Life happens, and you need to reschedule your service for a different date. Please notify us by EMAIL and through your SWAN CLEAN account before the cancellation request to ensure that there will be no cancellation fee to your booking. Check our Cancelation Policy for more details.
Please consider our RECURRING SERVICE DISCOUNT section before rescheduling.
WE NEED YOUR FEEDBACK
Your feedback helps us monitor performance and develop a better training system for our technicians. We work to achieve the highest standard and provide the best customer service.
PICTURES OF BEFORE AND AFTER WORK
First time or one-time services mainly. We often document our work as proof of work performance, training and promotion of our highest quality standards, . Pictures are often taken to showcase our work to potential customers. These pictures are most often used, but not limited to, One-Time Clean, Deep Clean, Move In/Move Out Clean, or Short term rental Clean. If you DO NOT want pictures of our technician work areas taken in your home, PLEASE NOTIFY US BY EMAIL OR THE COMMENT SECTION IN YOUR BOOKING.
SAFETY AND WORK CONDITIONS TEMPERATURE SETTINGS
Our summer temperature has been increasing, and winter has been decreasing over the years. Many of our customers set their home temperature too cold, or too hot during the day, while they are at work. For the safety of our technicians during these critical weather conditions. Please set your temperature to no higher than 72°F in the summer months and between 60°F and 72°F in the winter months 30 to 1 hour prior to the service. This is a labor-intensive activity; a proper temperature will help our technician from over exhaustion and prevent a potential heatstroke. This will provide our technician with a safe environment to work. If the temperature is not at a safe level, our technicians are instructed to adjust the thermostat while they are in your home. Our technician will return the temperature to the previous setting before they leave.
GOVERNING LAW
Any claim relating to SWAN CLEAN website shall be governed by the laws of the State of Washington without regard to its conflict of law provisions.
We have taken every effort to design our website to be useful, informative, helpful and honest.
As a company, we hope we have accomplished that and would ask that you let us know if you would like to see improvements or changes that would make it even easier for you to find the information you need.
SWAN CLEAN reserves the right to change these terms & conditions at any time without prior notice to you.
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