Updated 8/11/26
Terms Of Service
This is not a contract, but a terms of service so that everyone knows what to expect.
Our happiest clients understand that it takes two for the perfect clean, and that begins with us giving you an awesomely clean home, and with you understanding exactly what will be done when we clean your home. So far, you know a little about how we operate….
By hiring and utilizing our services, you agree that you have read, understand, and agree to the terms listed. TThe client agrees to be the party responsible for full payment, communication, and upholding this agreement, including the satisfaction guarantee process.
We may revise these terms or policies from time to time in an effort to better your experience with our company. The revised version will be effective at the time of posting, unless otherwise noted. If our changes impact your scheduled cleaning services, we will provide notice of such changes to the email address you have on file. Continuing to use our services after any changes will be documented as agreement with said terms.
Smile – We know it can be stressful having a stranger in your home, rest assured that our cleaners are true professionals and have been thoroughly screened for your protection. We ask that you be pleasant with your cleaners, they are great people and want to do a good job for you. Please be aware it can be very stressful for them if they are confronted and told what to do. This causes them to be uncomfortable in your home and distracts from doing the best job for you. If you ever have an issue with a cleaning technician, please call our office and we will take care of it. We will manage our staff so you don’t have to!
Services- We specialize in Residential & Commercial cleaning services.
Recurring Services – Southern Clean Pros offers recurring maintenance cleaning designed to stay ahead of everyday dirt, dust, and buildup so your home is consistently clean without the effort. We offer weekly, biweekly, and monthly service frequencies. Please note that monthly service is scheduled every four weeks, not once per calendar month, which means you will receive 13 cleanings per year. Your recurring frequency and scheduled day will be confirmed following your initial clean.
Top To Bottom Deep Cleans – Our most comprehensive cleaning service, designed for homes that need a higher level of attention than a standard maintenance clean. This service includes a certified Team Lead who monitors quality and manages time throughout the clean. In addition to our standard checklist, your Top to Bottom includes hand-washing all baseboards, doors, door frames, and cabinet fronts; removing built-up soap scum and hard water stains in the shower; hand-wiping light switches, light fixtures, and fans reachable with a two-step ladder; cleaning the inside and outside of the microwave, outside of the oven and refrigerator; and moving counter items forward, wiping behind them, and replacing everything. This service does not include the inside of the oven or refrigerator, wall washing, or window cleaning. A 50% deposit is required to reserve this service.
General Clean – A General Clean is a one-time cleaning service designed for homes that are in reasonably good condition but need more attention than a standard maintenance clean. This service covers all of the same areas as our Top to Bottom Deep Clean, with dry dusting used in place of hand-wiping for surfaces such as doors, door frames, and cabinet fronts, and spot checking applied where needed. Please note that if any areas have excessive buildup, we may not be able to fully remove it or bring it to maintenance standard within this service level. If additional time is needed to address those areas, we will contact you for approval before proceeding. A 50% non-refundable deposit is required to reserve this service.
Move In / Move Out Clean – Our Move In/Move Out service is always performed at the Top to Bottom Deluxe Deep Clean level. These types of cleans are performed on a vacant or mostly vacant home. In addition to everything included in our Top to Bottom, this service also includes hand-wiping the inside of all empty cabinets, drawers, and closets so the home is completely clean from top to bottom with no trace of the previous occupant. A 50% deposit is required to reserve this service. We do not offer a general or courtesy clean for move in/move out situations. If a home requires more time due to condition or size, we will contact you for approval before proceeding.
Post Construction Clean – Our Post Construction Clean is designed for homes that have recently undergone new construction or renovation. This service is performed at the Top to Bottom Deluxe level and additionally includes dusting down walls, cleaning the inside of empty cabinets, drawers, and closets where accessible, removing stickers from windows, cleaning interior windows in full for new builds or within the remodeled area for renovations, removing paint splatter and drywall residue from accessible surfaces whenever possible without causing damage, and placing small amounts of
construction debris left by contractors at a designated collection point on site. Due to the unpredictable nature of construction conditions, all Post Construction Cleans require a custom quote. A 50% deposit is required to reserve this service. The time and scope required to complete a Post Construction Clean may exceed the original quote. If additional time is needed, Southern Clean Pros will contact you for approval before proceeding. If additional time is not approved, our team will complete as much of the service as possible within the originally scheduled time. Please note that the extent of sticker, paint splatter, and drywall residue removal is dependent on the degree of buildup and surface type – some residue may require specialized treatment beyond the scope of this service.
Priority Cleans – Priority Cleans – A Priority Clean is a timed cleaning service with a 3-hour minimum. Rather than following our standard cleaning checklist, our technician works directly from a
priority list provided by you, completing tasks in order of importance within the purchased time window. When time expires, the service is complete. Because this is a timed service, our 100% satisfaction guarantee does not apply – we guarantee your time, not task completion. We strongly recommend providing your priority list in order of importance before your scheduled appointment so our technician can make the most of every minute. A 50% deposit is required for all first-time and one-time Priority Clean bookings..
Communication
All appointment changes must be scheduled by calling Southern Clean Pros directly at
828-351-3348 or 864-479-6868 during business hours. Business hours are Monday- Friday 8am-5pm. Any other communication methods, including email and text messages, may not receive an immediate response. The client is able to edit their notification settings through the Client Portal. Southern Clean Pros will make every effort to send automated text or email reminders for appointments, but these reminders are not guaranteed. Southern Clean Pros reserves the right to record phone calls for quality assurance and training purposes.
Appointment Reminders Southern Clean Pros will send an email reminder 3 days prior and text reminder 1 day prior to your appointment. Please see our Cancellation Policy in regards to rescheduling/canceling your visit.
Client Portal: Clients have access to a personal portal at southerncleanpros.maidcentral.com where you can view upcoming appointments, request add-on services, update payment methods, and view payment receipt
Special Request & Changes – If there is something about your home or cleaning that is a specific request or unusual, please contact our office directly. This way we can add to your account notes so that anyone cleaning your home will have access to this information. If you tell your cleaning tech, it may or may not be communicated to our office, and the next tech to clean your home may not have this new information about your home.
What to Expect
ETA’s – At Southern Clean Pros, our schedule can shift throughout the day since we’re in the service industry. If you’d like to know your cleaning pro’s estimated time of arrival, please call or text our office the day before your scheduled clean. If you have specific needs, such as a morning appointment, let us know as soon as possible and we’ll do our best to accommodate your request. Unless you have stated that you need a specific appointment time these can fluctuate.
Who’s Cleaning – We use a solo-cleaning model.
For recurring service we will only be sending 1 cleaning tech to your home. There may be times when the schedule requires us to send 2.
All Deep Cleans / Post Construction Cleans – we will assign 2 or more cleaning techs based on the size of the home. . Example: your deep clean is approximately 10-12 man hours, we will send 2 technicians for 5-6 hours each or 3 technicians for 4 hours each.
Will I have the same Cleaning Pro – We create our schedules based on route optimization to ensure our techs are using their fuel consumption conservatively. With that said, occasionally we will send a different tech due to scheduling conflicts, or if your regular tech is unavailable, sick, etc.
Do I have to be home? – It is not required that you are home while we clean, If you are home, please eliminate as many distractions as possible so your cleaning tech can work uninterrupted. Try and schedule when there are fewer people in the home. If you plan to inspect the cleaning, please wait until the end while the cleaning tech(s) are packing up to leave. Also please make sure if we have already cleaned an area that all surfaces have dried before you start to utilize the area.
Pets – Our Cleaning Pros love pets and your fur babies will get loved on while they are there, if they are out and about. But please secure any pet that may be aggressive. If there is a room they are in that we don’t need to clean please let us know and we will add the notes to your account.
Clutter – Don’t “clean” before we arrive, but do “pick up” as much as possible.Our cleaning technicians will tidy up light clutter (straighten items, fold blankets, stack papers, etc.) so surfaces and floors can be cleaned properly.
*If an area is heavily cluttered (large piles of clothes, toys, boxes, dishes, paperwork, etc.), we will clean around the cluttered space to the best of our ability.
*We do not reorganize or make decisions about personal belongings — everything will be left neat and in place.
What This Means for You
● Areas that are blocked or inaccessible due to clutter may not be cleaned in full.
● If extra tidying is needed beyond light straightening, additional time or services may be recommended.
Hard water –. Although we will do our best to remove hard water stains, we cannot guarantee the removal of all hard water. Heavy build-up over time means layers upon layers of mineral deposits
Applied Floor and Surface Products – Our cleaning services do not include the removal of wax-based or polymer floor coating products such as Mop & Glo or similar floor finish products, nor the removal of furniture polish buildup caused by repeated application of wax-based or silicone-based furniture polish products. If these products have been applied to your floors or surfaces prior to our service, we will clean to the best of our ability, however we cannot be responsible for the appearance of floors or furniture affected by product buildup. Removal of these coatings requires a specialized process that is outside the scope of our cleaning services. If you have questions about your floor type, furniture surfaces, or products previously used in your home, please let us know before your first clean so we can note it in your file and set accurate expectations for your service.
Payment
All clients are required to have a valid credit card, debit card, or ACH payment method on file prior to services beginning, unless otherwise arranged and approved in advance with Southern Clean Pros.
If utilizing a credit card a 3% processing fee will be assessed.
Deposits & Payment Policy – All First-Time and One-Time Cleaning Services require a 50% deposit to reserve your appointment. This deposit is non-refundable and non-transferable to another date due to the significant amount of time these services reserve on our schedule and the preparation required to complete them properly. The deposit will be applied toward the total balance of the service.
The remaining balance will be charged to the payment method on file on the day of service.
All payments are processed electronically via Credit Card, Debit Card, or ACH. Cash and checks are not accepted.
Cleaning estimates are based on typical home conditions and the information provided at the time of booking. Homes requiring more time due to excessive buildup, condition, or size may require additional time and cost adjustments.
If additional time is required to complete the service beyond the originally quoted time and cost, Southern Clean Pros will contact you for approval before proceeding.
If the additional time or cost is not approved, our team will complete as much of the cleaning as possible within the originally scheduled time. In some situations, this may result in certain areas or tasks not being completed if the allotted time expires.
If additional time is approved after the original payment has been processed, a separate charge will be issued for the additional time.
Rate Increases – We reserve the right to raise our rates to adjust for costs at any time. You will be given advance notice of a price increase.
Tipping – Tipping is not required, however it is always greatly appreciated by our staff. Standard amount is 15%-20% of the cost of service. Oftentimes our clients are not home, however we know that you greatly appreciate all our techs attention to detail in your home to make sure its a place of rest for you. If you would like to send them a “Thank You” tip then after each cleaning you will get a text with the option to leave feedback and a tip of your choice. You may also leave cash or add a one time or recurring tip to you card as well.
Scheduling
Business hours/service times: Southern Clean Pros operates between the hours of 8am-5pm Monday-Friday. Exact times of service are subject to change. Due to unforeseen circumstances an exact time is not guaranteed. All communications received outside of normal business hours will be considered received at time of opening the next business day.
Southern Clean Pros is closed for New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas Day. Should your cleaning fall on any of these holidays, we will reschedule your cleaning. Southern Clean Pros does not cancel a cleaning due to holidays, however a client may choose to cancel, and fees mentioned in these terms may apply.
Late/No Notice Cancellation and Lockout – Recurring Clients Cancellations or rescheduling requests made with less than 2 business days notice will incur a $50 cancellation fee.
Same-day cancellations and lockouts will incur a $75 fee. If Southern Clean Pros is unable to make contact and gain access to the home within 15 minutes of arrival, the appointment will be considered a No Notice Cancellation and the $75 fee will apply. If availability allows and we are able to return to your home the same day, this fee will be reduced to $35. Same-day returns are not guaranteed and are subject to schedule availability.
No Notice/Late Cancellation and Lockout – One-Time and Deep Clean Services: First-Time and One-Time Services – All first-time and one-time cleans require a 50% non-refundable deposit at the time of booking. This deposit is non-refundable and non-transferable and cannot be applied to a different date or service. In the event of any cancellation, the deposit will be forfeited. Same-day cancellations and lockouts will result in forfeiture of the deposit and an additional $75 same-day cancellation fee.
Skipped Cleaning: If a client chooses to skip a scheduled cleaning appointment, a Skipped Cleaning fee of 20% will be applied to the next visit. This fee will be incorporated into the subsequent serviced invoice. (Example: A weekly client calls in advance to skip an appointment, an additional fee of 20% will be applied to the next cleaning to accommodate a biweekly visit).
To avoid incurring the Skipped Cleaning fee, clients have the option to reschedule their cleaning with a notice of more than 2 business days of the scheduled cleaning, instead of skipping. The client will resume their regular cleaning schedule following the rescheduled session. Rescheduling is subject to availability and not guaranteed.
Pausing Service –We know life can throw curve balls, so we make it as easy as we can for you. In the event that you need to pause services we will send an email with the effective paused date, as well as the adjusted price for your potential upcoming visit to begin services again. NOTE: Services paused from 60-120 days will require an extended Maintenance Clean. Any services paused more than 120 days will require a full or partial Top to Bottom deep clean. This is to ensure your home stays in the BEST 5-Star expectations you’ve come to know and expect from us.
In the event of renovations or construction, please contact us for a custom quote to resume services
Property Access – Clients are responsible for ensuring Southern Clean Pros has access to the property at the scheduled appointment day and time. Any necessary access information (such as door codes, garage codes, lockbox codes, or other entry instructions) must be provided prior to the scheduled service time.
Safety & Liabilities
Southern Clean Pros has the right to refuse service due to unsafe conditions and declare this a No Notice Cancellation and fees mentioned in these terms may apply.
Working Conditions: In-home temperatures should be comfortable prior to the start of service.
Under no circumstances will services be performed in an environment that is not physically comfortable for labor. Recommended temperatures between 65-72 degrees.
Ladders: Southern Clean Pros Cleaning technicians are unable to climb on ladders higher than the two-step ladder they are issued to perform their work. Cleaning Technicians are not permitted to use step ladders provided by the client.
Utilities: The Client assumes responsibility to ensure utilities are in working order at the property on the scheduled date. If the property does not have electricity or running water, Southern Clean Pros reserves the right to decline service and declare the job a No Notice Cancellation.
Insect/Rodent infestation: Southern Clean Pros has the right to decline service if the home has visible infestation and may require professional pest services prior to cleaning. Southern Clean Pros reserves the right to decline service and declare the job a No Notice Cancellation due to an active infestation. The client with also be responsible for a $150 sanitation fee will be applied to cover the cost of disinfecting and treating equipment, supplies, and employee vehicles.
Biohazard Policy –Southern Clean Pros is not certified or equipped to perform biohazard remediation. For the safety of our team, we cannot clean or remain in environments where biohazards are present.
A biohazard includes any substance or condition that poses a health or safety risk and requires specialized training, protective equipment, or remediation services.
Examples of Biohazards We Cannot Clean
The following situations fall outside the scope of general cleaning services and will result in service being declined or stopped immediately:
If our team arrives and identifies a biohazard that prevents the cleaning from being performed safely, we are required to leave immediately.
Fee for Biohazard-Prevented Clean If service cannot be completed due to a biohazard on arrival, Southern Clean Pros reserves the right to declare the job a No Notice Cancellation.
Client Products: Southern Clean pros will not accept liability for damages directly or indirectly caused by non-standard company cleaning products, tools and/or equipment requested to be used by the Client. Southern Clean Pros is not liable for any damage caused from using a client’s vacuum cleaner upon the client’s request. Should the client request their vacuum cleaner as their preference for floor cleaning, the quality of the floor cleaning will not be guaranteed. Southern Clean Pros staff is not responsible nor trained to perform any repair or maintenance to the client’s vacuum.
Damaged Items: Accidents happen and they will be thoroughly investigated. Southern Clean Pros will not be liable for items broken or damages due to wear-and-tear, nor damage caused by fixtures that are not properly secured. If we damage anything during the service being provided, we will notify the customer immediately. In the event we are at fault for an item damaged or broken, we reserve the option to repair or replace the item.
If there are sentimental or extra fragile pieces in the home then they will be avoided and pre-discussed during your consultation. A note will be added to the job instructions pertaining to NOT clean or move the item.
Southern Clean Pros may use their discretion to deem an area/item unserviceable due to liability in an effort to safely care for your home and your belongings.
Privacy & Safety: To protect the privacy and safety of our clients and our staff, exchanging phone numbers, email addresses, social media accounts, peer-to-peer payment systems, or any other means of communication are not permitted. All forms of communication are to go through the office directly
Trash Policy – We will put all trash in a large bag and place it in an “animal safe” area (Example: Inside the garage or the Trash can if it is near the home and accessible. We DO NOT take the trash with us in our vehicles.
If Southern Clean Pros is unable to access the property upon arrival, the appointment may be subject to a lockout or cancellation fee.
If you are providing a physical key for Southern Clean Pros to hold to access your home, two keys are required.
Specifications
Please refer to the Residential Cleaning checklist for your scheduled cleaning at www.southerncleanpros.com If you have any questions or wish to include any areas not listed, please contact the office prior to your scheduled cleaning appointment. Special requests may require price adjustments.
Pricing: Pricing and/or Labor Hours are based on the accurate assessment of the condition of the home. If we find discrepancies with the description of the home provided or that the home requires more cleaning than agreed upon due to construction, events, changes within the home, overdue air filters, or any other unforeseen conditions, we may call the client for approval of the additional time required. If unable to contact client and/or client did not pre-approve additional time, Southern Clean Pros will complete cleaning within the approved timeframe and the quality will be compromised.
Distractions: If Southern Clean Pros Cleaning technicians are subject to distractions that affect their ability to work, we reserve the right to request additional time for the cleaning. Distractions include pets, third party, unexpected activity, or contractors interfering with the technicians’ duties. We will do our best to work around the distractions, but frequent interruptions in our routine may prevent us from completing the cleaning in the time allotted. Additional time may be available for purchase or we may adjust our scope of work.
Labor Hours: This applies to all cleans that are not recurring service. Our time starts upon arrival to the home and ends after all necessary tasks pertaining to the scheduled cleaning are completed. This may include waiting for entry to the home, taking out the trash, cleaning equipment, loading supplies and/or a walkthrough/checklist being completed. Labor hours are calculated based on the total time each employee is present at the property during the scheduled cleaning.
Recurring Service / Flat Rate Pricing – we use flat-rate pricing based on your home’s square footage and the number of bedrooms and bathrooms. This simplifies scheduling by phone or online and ensures you know your cost upfront — no surprises. Our pricing is not based on how long the clean takes or how many cleaners arrive; the price is simply the price. If you have specific tasks outside of our standard cleaning checklist, please contact our office in advance so we can discuss accommodations.
Scope of work: Southern Clean Pros Cleaning technicians are instructed to follow the requirements for the cleaning they are conducting with detailed work orders; they are not authorized to make adjustments or changes without approval from the office. If you would like additional services performed, please call our office or use the client portal prior to your scheduled cleaning. Add On services may require additional fees.
Our 100% Guarantee: If you are not satisfied for any reason, call our office within 24 hours for a reclean of the unsatisfactory areas. The Client will be assumed to have accepted the services unconditionally unless a claim that the service(s) are defective is made within 24 hours from the date of delivery. We appreciate the opportunity to correct any issues in a timely manner. If a re-clean of unsatisfactory areas is declined it will be documented as a complaint that has been resolved.
Please note that our satisfaction guarantee does not apply to timed services like our Priority List cleanings. Due to the nature of these services, we can only guarantee to occupy the property for the purchased time window.
For time range quoted services such as our Top To Bottom Deep Cleaning, General Cleaning, Move In/Move Out Cleaning, and Post Construction cleaning, If additional time is required, and you decline, the 100% satisfaction guarantee will not apply. Additionally, any areas found to need exclusion in the initial cleaning due to approved time constraints will be removed from your recurring maintenance cleaning schedule. Please see disclaimers under “Pricing” for more details.
We value your satisfaction and are committed to resolving any issues promptly.
Photos – Southern Clean Pros takes non-personal before and after photos of all first-time cleans, vacant properties, and in the event of an accident. These photos are stored securely in your job file to maintain integrity and documentation of the work completed.
We may also use select photos for marketing content to showcase the quality of our services. If you prefer that no photos of your home be used for marketing purposes, please notify our office, and we will note your profile accordingly.
Support Checks – At Southern Clean Pros, we conduct support checks to ensure that every service meets the highest level of standard our clients deserve. These checks are performed at random and are designed to maintain consistency, accountability, and excellence across all jobs. Our cleaning technicians welcome this process because it provides valuable feedback and opportunities for improvement. We believe there is always room for growth, and support checks help reinforce that commitment. By reviewing work in the field, we not only uphold our reputation for excellence but also support our team in developing their skills and confidence. If you prefer not to have quality checks done in your home just let our office know.
Unfair solicitation – Southern Clean Pros does not permit our clients to “poach” our employees. We request that you not solicit our employees for side jobs or direct hire. Not only does this place our employee in an unfair and awkward situation, it creates a breakage of trust with our company when we have placed a tremendous amount of time and energy into recruiting, hiring, training, vetting, and ensuring you only have the BEST cleaning service our company can offer. If you decide to solicit an employee for private hire, all future services will be immediately terminated.
What do you NOT clean?
🔺We do not change linens or make the bed of a top bunk bed.
🔺We do not clean mini blinds other than lightly feather dusting due to their fragile nature.
🔺We do not clean biohazard or human/pet fecal matter.
🔺We do not clean electronics other than feather dusting (TV screens, Keyboards, Smart Home Devices, etc)
🔺We do not clean hoarding situations
🔺We do not move or lift anything over 25 pounds
Extra Services – We do offer an array of add on services. Please visit our website at www.SouthernCleanPros.com or give our office a call.
We do require a signed Terms of Service to be signed to begin service. One will be emailed to you or you can sign using the link below.
