Terms of Service – General

This Terms and Service Agreement is provided as a guide of what is expected of our clients. We reserve the right to alter or modify our terms of service at any time. Your continued use of our services implies agreement with these terms.

 OUR SERVICES

 STR Cleaning Nashville (Company) agrees to provide cleaning and turnover services to you per your request. By hiring Airbnb Nashville through our web site, or directly requesting our cleaning and hospitality services, you are indicating that you have read these terms of use and our privacy policy (as applicable) (collectively the “agreement”) and you understand and you consent to be bound by all the terms and conditions of the agreement.  The company always try to perform the requested service(s) (See Appendix A) within the designated time frame or until the latest due time (most of the time before a scheduled check-in). 

 Pricing and Policies

Company reserves the right to not accept, cancel or re-schedule any requested service at any time. This rarely happens, but if Company is not able to accept a service request, company will let client know as soon as possible before the actual date of requested service. In case of services that are already pre-paid, Company will refund the payment for the cancelled/not accepted service request. STR Cleaning Nashville will not be liable to you or be deemed to be in breach of this agreement for any delay in performing, or any failure to perform, any of our obligations, if the delay or failure was due to any reasonable circumstances beyond our control such as shortages, unavailability, overbooking, severe weather, power or other utility cut-off, burglary, natural disaster, strikes, governmental action, terrorism, war, civil unrest, pest infestations, no access to the property or other similar occurrences

 Payment

Payment for cleaning services is due in full at the time of service unless other arrangements have been made and agreed to in writing. We will send an invoice to you (sent via email) for payments due. For all new clients, a 50% deposit is required, or other arrangements may be made by calling our office. We currently utilize Venmo for online payments

If you are a regular customer and we agree in writing to accept personal or business checks from you, please make checks payable to: STR Cleaning Nashville. Should a check be returned, a $100.00 Returned Check Fee will be added to your account along with late payment fees. We are unable to accept post-dated checks. You may also pay in cash. That means we must receive you payment at our office before the due date, not that it is postmarked by the due date etc. We must pay our employees on time, and compensate them for their work performed in a timely manner.

Late Payment and Fees

In the event a payment arrangement was made and an invoice sent, STR Cleaning Nashville may charge a 15% late fee for any amounts which are not paid when due. The late fee will be an additional 15% of the subtotal each month payment was not made. Overdue payments are subject to a late fee of fifteen percent (15%) for accounts overdue by 7 days (1 week) from the date of the invoice or email. In addition, interest will be charged at the rate of twelve percent (12%) per annum on all overdue amounts accruing monthly.

STR Cleaning Nashville reserves the right to cancel any future bookings or refuse additional service requests, if we have not received payment for invoices or services performed, that have been due for more than 7 days. In the event the collection of a past due invoice requires legal or collections action, Client agrees to pay all costs of collection without limitation for reasonable attorney fees, interest on past due amount, court costs, and all other costs associated with the collection action. Moreover, Company reserves the right to place a lien and/or a judgment upon Client’s property for delinquent payment greater than 30 days and Client agrees to pay all legal fees associated with this remedy.

Schedule and Booking Changes

All schedule changes are handled directly with the company by calling the main number, not with the Cleaning Team that cleans the home. Your cleaning team does not have full access to the company scheduling system.

 Issues and Complaints about Cleaning Jobs

We strive for 100% satisfaction for our valued clients, and we will address all cleaning issues if something was missed as part of your regularly scheduled cleaning package. If you are not happy with your cleaning service, please contact us within 24 hours, and we will return to re-clean the area/areas at no additional charge to you.  All complaints need to addressed in writing via text, phone call or email. You can also use the “contact us” cleaning form on our web site:the: https://strcleaningnashville.com/contact-us/

 If something was missed and the Company agrees, the Company will take care of the missed item or items. Company and its Team Members are there to clean per the package you selected. Additional cleaning services above and beyond the scope of services purchased by you are extra. For example, cleaning is not fixing damage or remedies for extreme dirt, extreme soap scum, excessive mold/mildew that has rotted out caulk, neglected grease build up on cabinets, mineral build up etc., excessive wear and tear, scratched floors, wine stains on carpet etc. If during the cleaning, our Team Members find a situation that they can’t get “clean” they will call the Company/manager immediately, and the Company/manager will contact the Client ASAP to discuss possible solutions. It is highly recommended that client does a deep clean at least once per month to stay on top of these issues.

Company will discuss any price or service changes with client.

Client Obligations

In order for us to provide cleaning and turnover services, client agrees to:

• Provide us with complete, accurate and timely information about the property, guests and any other information you consider relevant for cleaning and turnover services Correspond and cooperate fully with reasonable requests needed in order to provide cleaning and turnover services.
• Respond to any request made by us.
• Make sure our team has access and/or allowed to have access to the property at the time of the requested service.
• Inform all relevant stakeholders, investors, managers (home/ property owner, property manager, lease holder, front desk, leasing office, concierge, guests, tenants, etc.) in order to allow access to the property for the requested/booked services;
• Client must make sure the property and environment is safe and accessible, so that our team members may perform the services you requested.
• All fees are due at the time of service unless prior arrangements have been made and agreed to by the management of STR Cleaning Nashville.
• If agreed upon to delay payment, client must pay our rates, fees and costs either upfront or within a week of receiving our invoice.
• Client agrees if payment is late, late charges will apply.
• Employee Solicitation: Under no circumstances, will the client or clients’ partners, investors, managers directly on indirectly solicit or entice away any employees or employees contractors of STR Cleaning Nashville. Not, at any time during or following the provision of the services, directly or indirectly solicit or entice away (or attempt to solicit or entice away) any employees or contractors of STR Cleaning Nashville, including our cleaners or turnover specialists, from our employment or engagement. When entering into an agreement for services with STR Cleaning Nashville, you and your associates agree not to solicit for hire any staff member introduced to you by STR Cleaning Nashville for any cleaning services. If you are found to have solicited one of our staff members, please be advised that our referral/ training fee is $2,500 payable to STR Cleaning Nashville immediately upon employing our staff for any services to your home/business. Your cleaning specialist (s) will also be immediately terminated.
• Client agrees to indemnify and hold us harmless from and against any claims, liabilities, damages, losses and expenses including (without limitation) reasonable legal fees, arising out of, or in connection with, any breach by you of these terms.

What Company Won’t do

Company is not responsible for damage due to faulty and or improper installation of any item. Examples would be: broken or improperly installed blinds, tiles, curtain rods, shelves, loose carpet, etc. All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed sealed and ready to clean without causing harm. Our cleaning specialists members are prohibited from using ladders and are instructed to wear shoes at all time on the job site. We cannot clean the job site if requested to remove shoes. It is unsafe for team members to not wear shoes at a job site. Team members may be able to bring disposable shoe covers. Team members have been instructed to leave certain items untouched (e.g. bodily fluids, excretions, pet waste and litter boxes). Seasonal insect infestations can also be a problem and may prevent us from completely cleaning a home. If roaches, fleas, bedbugs, or rodents are encountered we will not clean and call you ASAP regarding the problem. In this case Client will still be liable to pay the agreed upon cleaning fee. Team members may not climb higher than a two step step stool, stand on cabinets, work outside of the property, move furniture or lift any objects over 25lbs. Team members will not pull out any appliances (e.g. stove, fridge, washer/dryer) due to the possibility of causing floor damage or disconnecting the appliance resulting in damage. However, if Client moves these appliances out beforehand or has it arranged to have them moved while team members are at the job site team members will clean behind them. 

Furthermore, our team members shall not undertake the following activities: 

• Furniture Treatment
• Cleaning up Clutter – we reserve the right to reject any job that we consider Clutter Clean up or overwhelming without penalty or fee.
• Carpet Treatment
• Cleaning of exterior windows
• Gardening & garden shed cleaning
• Mold and/or bio-hazardous substance removal
• Industrial cleaning
• The lifting or moving of heavy furniture
• Cleaning surfaces above arms reach
• Extermination (insects etc.)
• Yard work
• Cleaning of items that appear to be broken or are likely to break during cleaning
• More than 3 months. If your last cleaning was more than 3 months ago, additional charges may apply.
• We reserve the right to reject any overwhelming job without any penalty or fee.

Accidents and Damages

Due to the nature of the Company’s business, team members are required to touch virtually everything on the job site. Team members are as careful as possible. However, if something does get damaged while cleaning, team members are instructed to call our office immediately. The office will also follow-up with a phone call or email to Client to determine the best course of action. In the event an item is damaged or broken we reserve the option of repair or replacement. A dollar value of “one-of-a-kind” items damaged must be demonstrated in order that a settlement may be determined.

Late Cancellations or/and Reschedules

All cleaning times and schedules are the responsibility of Client. Because we reserve the time for you, Company must be notified of any change of the schedule within 48 hours before your scheduled cleaning time to avoid incurring a 50% fee of the total service amount. Rescheduling an appointment within 48 hours also constitutes a cancellation. We charge this as a means to compensate our cleaning staff for the last minute cancellations and income that they would lose. We have blocked out this time for you. There are no penalties or fees for cancelling your service outside of the 48 hour window. Client must call or text the manager to cancel or change any service.

Lockouts

If team members arrive during the requested cleaning day/time and they are turned away, or cannot gain access to the job site for any reason, Client will be notified immediately. If this occurs Client will have 30 minutes to get the team into the job site. If after 30 minutes the team still does not have access to the job site the team is instructed to leave and Client will be liable to pay the cancellation fee as listed above under Late Cancellations or/and Reschedule section. If STR Cleaning Nashville is made aware of the fact that we will be able to access the property within the next hour after arriving at the job site, we reserve the right to decide if we can accommodate this schedule change. If we leave the property and re-schedule, the proposed fees will apply. We will decide if we can wait for 60 minutes at the most, and client will be charged for all time including the wait time to get into the unit. 

Infestation Return Fee
If it is determined during the cleaning that there is an active infestation of cockroaches, or other pests the team member(s) will notify Company management. Company will instruct the crew to STOP cleaning and leave the property. Company management will immediately call and email Client to apprise them of the situation and what actions the Company took to protect it’s team. Client will be liable for the full cleaning fee. If Client wants the Company to come back to the property after a successful extermination has been conducted Client will be charged the normal agreed upon fee for that new cleaning job.

Weather

In the incident of severe weather and/or other acts beyond our control, Company may determine it is not safe to travel or carry equipment and supplies to the job site. If severe weather should occur, Company may cancel the scheduled cleaning and will not be held liable in any way. This is rare, and Company will reschedule the cleaning at the earliest date agreeable to both parties. 

Special Requests

Please email Company at least one(1) day before the scheduled cleaning with any special requests so that we can schedule the extra time needed or additional man power to complete these tasks and provide you the Client with an updated fee/cost. Company will provide an over the phone estimate however, we reserve the right to adjust the quote once team members have arrived at the job site. Any alterations or changes from the Flat Rate Turnover Cleaning Services involving extra work, will be performed at an extra charge. Any last minute or emergency cleaning services are also at an extra charge. Any extra charges must be approved in writing via email or text between Company and Client before any extra work begins. 
Other items may be requested to be cleaned, these should be discussed with the Company prior to the date of requested service. There may be an additional cost to clean items not listed in the ‘included services’ per cleaning.

Pets
We love animals, however sometimes they become anxious during cleaning. If you have pets, please secure them or remove them from premises. STR Cleaning Nashville cannot be responsible for pets.

Media
We sometimes take interior pictures of your property for reference only. Interior images are focused on the room cleaning, and/or any damage we may find and will be submitted to the owner in order to file an insurance claim. We may also use interior pictures of your home for advertising purposes. No personal identifying photos will be used for advertising purposes without your consent. Exterior pictures of your home may be used for possible advertisement on such places like our website, Facebook, etc.  If we decide to use any exterior images of your home, we may contact you as a courtesy but it is not required. At no point will any image include images of any person living in the home or addresses. We do respect your right to privacy.

Client Feedback

We value your feedback. Our goal is to build long-term client relationships to deliver the utmost in customer service. Please send an email or let us know if there are any concerns or positive comments you have. This feedback is essential to help us serve you better and/or correct any problems. We also love to share positive comments with our team members. We truly appreciate your reviews and work very hard to develop a strong business relationship with all of our valued clients.

 Appendix A

Services, Types of Cleanings and Differences

 Here is a general breakout of types of cleaning services and differences that you can expect. Time needed will be based on the size of your unit, the condition of the interior and what extras you may choose. There are many factors and variances and we can build a custom package for you.

1) Differences in the TYPES OF CLEANINGS

• Simple Cleaning

• Intermediate Turnover Cleaning

• Luxury Cleaning

Simple CLEANING

If you are on a budget and your unit simply needs a quick wipe down between guests without any extras, this is the best choice for you.

Requirements for a Simple Cleaning:

The property needs to be in an ‘acceptable’ condition (additional fees will apply if we find the place in a condition that would require a deeper approach, or significantly more time to clean)
Laundry will need to be done or at least started by you or your guests (we will not wait for the dryer to be done)
The dishwasher will need to be started by you or your guests (we will not fill the dishwasher, or wait for it to be done, nor will we hand wash a large amount of dishes left in the sink.

What we don’t do in a Simple Cleaning:

Clean inside cabinets or drawers
Clean inside oven
Hand wash dishes or wait for the dishwasher to be done
Vacuum upholstery
Dust or wipe down ceiling fans
Wait for dryer to be done in order to make the beds/ fold or hang towels
Mop the floors and clean the baseboards
Dust or wipe down drapes or blinds
Deep clean shower or bath tub
Heavy scum, mold or mildew removal
Clean windows inside/ outside
Exterior sweeping or cleaning

Average cleaning time for Simple Cleaning based on property size:

Size of unit (BR/BA)

1/1 – 1.5 – 2
2/1 – 1.75 – 2.25
2/2 – 2
3/1 – 2.25
3/2 – 2.5
3/3 – 3
4/1 – 3
4/2 – 4
4/3 – 4.25
4/4 – 5.00
5/1 – 5.00
5/2 – 5.25
5/3 – 5.50
5/4 – 6.00
5/5 – 6.25

Intermediate Turnover CLEANING

This is the best choice if you need a complete turnover cleaning in between guests. Please see description of everything we do in chart above. Requirements are that your unit is typically cleaned weekly and you have had a deep clean within 6 weeks.

As you can see above, during a turnover cleaning we basically wipe down the whole place top to bottom and make sure that every single area is clean,

sanitized and presentable for your next guests. We even cover items during a turnover cleaning, which are usually only covered in a deep cleaning, like for example: blinds, baseboards, inside of oven, inside of kitchen cabinets and drawers etc.
Conditions: We assume that the stay was short-term. This is a “maintenance cleaning”, meaning a good wipe down of all areas and surfaces inside and outside, and maintaining a certain level of cleanliness.

EXTRA CLEANING Services not included in the intermediate turnover cleaning service that will incur extra fees.
Clean windows inside
Washing Walls
Animal waste removal
Cleaning of heavily soiled areas
Exterior sweeping or cleaning, incl. garages

EXTRA CLEANING SERVICES:

Clean windows inside (and outside for tilt in windows only)
Wash Walls
Animal waste removal
Cleaning of heavily soiled areas
Exterior sweeping or cleaning, incl. garages, rooftop decks, patios etc.
Excessive partying clean up incl. trash, damage linens removal, glitter removal, food removal, stain removal where applicable etc.

LUXURY DEEP CLEANING

Luxury deep cleanings. We recommend deep cleaning after you had guests staying for a longer period. Usually, short term stays require intermediate turnovers, whereas longer stays accumulate more dust and dirt. Longer term stays require deeper attention and a longer duration of cleaning. For our Luxury Deep Cleaning, we give the rental a complete turnover inside out. Every space is thoroughly deep cleaned with a special attention given to all areas such as blinds, window sills, ceiling fans, bath tubs, showers, sinks, baseboards, appliances (refrigerator and oven), kitchen fronts as well as the inside of cabinets and drawers.

Many hosts book a Luxury Deep Cleaning once a month, or when they know their guests had pets and/or children staying.

When you should have a Deep Cleaning done?
After a longer term stay
After large group stays
When guests had children and/or pets
When your place hasn’t been deep cleaned in months
STR Cleaning Nashville recommends a deep cleaning every 4-6 weeks to keep your unit in top condition.

2) TURNOVER SERVICES

LAUNDRY SERVICE

Included:
Washing your sheets (fitted and flat sheet, pillow cases, duvet covers) and towels.  We will wash sheets/towels on site within our allocated time. Times will vary based on your washer/dryer.  We cannot be responsible for slow dryers. 
Making beds with fresh linen
Neatly fold and place towels on towel rack, bed or in closet

Not included:
Washing duvets, comforters, blankets and pillows, bath mats or rugs. These will require extra time.
Cost for using a coin laundry machine in your building or off-site cleaning service.
Detergent,

STR Cleaning Nashville will wash multiple sets of laundry at your rental if applicable and you supply detergent etc. within our alloted time.  Hosts need to have additional sets of linen for turnover purposes. For large rentals, you may want to hire an offsite laundry company.  Costs usually run 2.00 – 3.00 per pound.

We will not take responsibility for any damaged linen from using your in-unit washer and dryer or your building’s laundry facility. Client is responsible to make sure washer and dryer are in proper working order, are safe and ready to use. Client agrees that STR Cleaning Nashville will not be held responsible for any damages that occur from normal use of Client’s washer and dryer.

RE-STOCKING

STR Cleaning Nashville will perform restocking service of your supplies. If you would like us to bring supplies, see list below for options.

SUPPLY OPTIONS: If you are out of supplies, we may be able to purchase them on your behalf if there is enough time.  You will be charged for additional trip fee and the cost of the supplies.  

Examples:
– paper towels
– toilet paper 
– Large trash bags and small trash bags
– Dish sponges, dish detergent, dishwasher detergent
– shampoo, conditioner, body wash
– hand soap
– laundry detergent, dryer sheets