Terms and Conditions of Service
By booking online or otherwise with Next Key Cleaning LLC, you agree to comply with and be bound by the following Terms and Conditions of Service.
Thank you for booking with Next Key Cleaning (“NKC,” “we,” or “us”)! By booking a cleaning, you agree to the terms below. We look forward to giving you an excellent clean.
By booking a cleaning, submitting a service request, accessing our website, or using any of our services, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, you must not use our website or services.
1. Payment and Card on File
All billing is handled electronically through Stripe, our trusted third-party payment provider, and you can pay by credit or debit card. We never see or store your full payment details. We require a working payment method on file for every client. We save it and charge it automatically after each clean, and receipts are emailed to the address on file. If there is no working payment method on file, we may cancel service.
Card hold. 24 hours before your appointment, we place an authorization hold on your card for the booking amount to confirm funds are available. A hold is not a charge. If the hold fails, we will notify you by text, call, or email and may cancel the appointment if we deem it necessary. If your service is canceled or moved for any reason, the hold typically drops off within two (2) to five (5) days.
Declined or disputed charges. If a charge is declined, we may retry the card on file, and you remain responsible for the balance. If you have a question or concern about a charge, please contact us first so we can resolve it quickly. Unpaid balances may result in collection or legal action.
Keeping your information current. Please tell us about any change to your phone number, email address, or payment method. We will use the card on file for holds and charges unless you notify us of a change at least 24 hours before your appointment.
Same-Day Booking Fee Bookings scheduled for same-day service are subject to a $100 same-day booking fee in addition to the standard service rate. This fee is non-refundable and will be applied at the time of booking confirmation.
2. Cancellations and Rescheduling (48 Hours’ Notice Required)
We understand plans change, and we do our best to accommodate you. Late cancellations and reschedules, however, affect our cleaners’ earnings for the day, and we are often unable to fill the opening on short notice. We may charge the following fees to the card on file:
48 hours or more before your appointment: no fee.
Less than 48 hours before: $50 fee.
Less than 24 hours before: 50% of the total booking price.
Same day as the appointment: 100% of the booking price.
To avoid fees, please let us know as soon as you can if you need to cancel or reschedule.
3. Recurring Cleanings
To maintain recurring pricing and service standards, cleanings must occur at least once every 30 days. If more than 30 days pass between visits (for example, skipping a monthly cleaning, or postponing several weekly or biweekly visits in a row), a $100 Deep Clean Reset Fee will be applied to your next service. This covers the extra time needed to bring the home back to recurring maintenance condition after normal dust and buildup.
4. Arrival Windows, Access, and Lockouts
We schedule arrival windows of about two hours (for example 8–10 am, 10 am–12 pm, 12–2 pm, or 2–4 pm). Cancellations, weather, lockouts, and other factors can affect our schedule. If we are running late, we will contact you as soon as possible with a new expected arrival time.
Please make sure we can get into your home during your appointment, either by being home or by giving us a key, door code, or other entry instructions in advance. If we cannot get in after reasonable attempts to reach you, the appointment will be treated as a same-day cancellation under Section 2.
5. Preparing for Your Cleaning
Your price is based on our cleaners spending their time cleaning, so please take a few minutes to tidy up so they can reach floors, countertops, tabletops, and other surfaces. Please also:
Store items of high monetary or sentimental value before we arrive to avoid damage.
Keep pets secured or let us know ahead of time.
Move furniture or appliances (such as refrigerators, ovens, or sofas) before your visit if you would like us to clean behind or under them. For safety, and to avoid injuries or scratched floors, our team does not move heavy furniture.
Tell us ahead of time about any specific product requests. We will try to accommodate them, but you may be asked to provide the product.
Using your vacuum. If you ask us to use your vacuum, we do not assume liability for damage to the unit or responsibility for its maintenance or repair. If it is not in working order when we arrive, we will not be able to vacuum carpet or hard floors.
6. Scope of Services and Right to Refuse
For our team’s health and safety, and for liability reasons, we do not:
Wet wipe light bulbs
Resurface, wax, or refinish floors
Clean upholstery
Move large furniture or dispose of large amounts of trash
Use ladders taller than a 3-step ladder, or climb to second-story heights
Clean blinds that are prone to breaking
Clean hoarder homes or biohazards, including human or animal waste, vomit, blood, drug paraphernalia, black mold, and infestations of insects or other pests
We assume all surfaces, such as wood and marble, are properly sealed and not easily damaged by common cleaning products.
We may refuse or end service, and skip any areas that cannot be cleaned safely or properly, because of safety concerns, uncomfortable or inappropriate situations, weapons on the premises, severe clutter, disconnected utilities, work beyond our scope, or anything else we consider unreasonable. Our cleaners may leave if the home is extremely unsanitary or if they feel unsafe or threatened. If a cleaner has to refuse service on the spot, a cancellation fee will apply under Section 2. We will assess the home on arrival and contact you as soon as possible about any issues.
7. Pricing, Additional Time, and Service Changes
Flat rate cleans. Our flat rate prices are based on the number of bedrooms, bathrooms, and square footage, and assume the home is in reasonable condition. If it is clear on arrival that we cannot finish the work in the time we estimated, we may change the price. You will always have the choice to pay for extra time or give us your priorities to complete in the time available. We will never increase your rate without your approval.
Hourly cleans. Our cleaners will do their best to finish within the time you purchased, but they may not always be able to. Time estimates are guidelines and can vary widely with the size and condition of the home, the number of people and pets who live there, whether electricity and water are available, whether you are still moving, and whether the home is furnished or empty. Hourly service is based solely on time purchased and does not guarantee a specific number of areas or level of cleanliness. If the time was not enough, you can extend it. Hourly cleans are not covered by our satisfaction guarantee.
Approval for additional time. If we believe your home will take longer, we will call or text the phone number(s) on file, and email you if we cannot reach you by phone. If we do not hear back before your allotted time runs out, our cleaners will stop work and move on to their next appointment. You can contact us to schedule additional service for another time. We cannot guarantee our work if you do not approve the time needed to clean your home.
Changes to requested services. Any change to the services must be agreed to by NKC before the appointment. Please make changes before 5 pm the day before your cleaning if possible. Our cleaners are not authorized to agree to changes, and additional requests should not be made directly to them. Please contact our office by phone, text, or email, and we may agree to additional services at our discretion.
8. 100% Satisfaction Guarantee and Damage Claims
We stand behind our work. If we miss something, contact us within 24 hours of the completed cleaning with photos of the missed areas, and we will return to make it right. We will schedule the re-clean within five (5) days of your service date. For minor issues, we may offer a discount proportionate to the areas missed instead. If you are home and notice something missed, please ask the cleaner to re-clean the area or call our office before they leave.
Complaints made more than 24 hours after the cleaning fall outside our warranty period and may not be covered. You can reach us at info@nextkeycleaning.com or by calling or texting (248) 455-6001. After your first three appointments as a recurring client, we stop sending an automatic check-in text, but you are always welcome to reach out.
Damage or breakage. If you believe something was damaged during service, please notify us within 24 hours with photos so we can review it. We are not responsible for damage or breakage caused by pre-existing wear and tear, incorrect installation or assembly, or improper use. Where we are responsible, our liability is limited to the reasonable cost to repair or replace the damaged item.
8. Cleaner Assignment
We may reassign cleaners to any appointment, recurring or one-time, at our sole discretion. We will make reasonable efforts to notify you in advance when we can.
9. Holidays
We do not schedule visits on the following holidays: Independence Day, Thanksgiving, Christmas Eve, Christmas Day, New Year’s Eve, and New Year’s Day. If your appointment falls on one of these days, we will contact you to reschedule.
10. Non-Solicitation and Outside Arrangements
During the term of service and for two (2) years after it ends, you agree not to directly solicit for employment, contract, or other work any employee, contractor, or representative of NKC, including cleaners, administrative staff, and management. You also agree not to arrange for our cleaners to provide cleaning services to you outside of NKC.
If this agreement is breached, you agree to pay $2,000 USD, which is a genuine pre-estimate of the damages NKC would suffer, including recruiting, training, and lost revenue. We may also end service immediately, without refund, and deny future services and re-cleans. This clause does not limit any other remedies available to us under the law.
11. Ending Service
We may end or suspend service at any time, for any reason, including a breach of these terms. We will give notice by text message or email. You may cancel recurring service at any time by notifying us, subject to the cancellation fees in Section 2 for any upcoming appointment. Provisions that by their nature should continue after service ends, including fees owed, non-solicitation, liability limits, and ownership provisions, will survive.
12. Website and Third-Party Links
NKC’s website and its original content, features, and functionality are the exclusive property of NKC and its licensors. Our website may link to third-party sites or services that we do not own or control. We are not responsible for their content, privacy policies, or practices, or for any loss or damage connected with your use of them. We encourage you to read the terms and privacy policies of any third-party site you visit.
13. General Terms
These Terms are governed by the laws of the State of Michigan, without regard to conflict of law rules, and any dispute will be brought in the courts located in Oakland County, Michigan.
If we do not enforce a right or provision of these Terms, that is not a waiver of it. If a court finds any provision invalid or unenforceable, the remaining provisions stay in effect. These Terms are our entire agreement regarding our services and replace any earlier agreements between us.
14. Changes to These Terms
We may update these Terms at any time at our sole discretion. If a change is material, we will try to give at least 30 days’ notice before it takes effect. By continuing to book or use our services after a change takes effect, you agree to the revised Terms. If you do not agree, please stop using our services.
15. Contact Us
Questions about these Terms? Email us at info@nextkeycleaning.com or call or text (248) 455-6001.