Terms of Service

These terms and conditions are in place to help us deliver exceptional service to all of our clients, on every visit. Please read them thoroughly. Alpha Cleaning & Creative Services LLC reserves the right to suspend services if Initial, Weekly, Bi-Monthly/Monthly payments are missing or if forms and paperwork are not filed and returned to AC & CS within 48 of booking(s).

By scheduling a Service over the phone, online, or by email, customers are bound to the following Alpha Cleaning & Creative Services Terms of Service:

A1: Phone & Office Hours of Operation: We are available by phone and email Monday - Sunday 7:00 am - 11:30 pm; if we do not answer, leave a message and we will call/email you back as soon as possible. In the case of an emergency or if you need to cancel a service, you may call at any time. Please reserve inquiries during office hours.

A2: Cleaning Hours: We are available for cleaning Monday - Sunday between 8:30 am - 9:00 pm, with our last clean of the day scheduled no later than 5:00 pm.

A3: Holidays: We observe New Year's Day, Dominican Independence Day, Cinco De Mayo, Memorial Day, Thanksgiving Day, and Christmas day.

A4: Access to Your Home: We will make every effort to arrive at your house promptly. Due to possible cancellations or prior cleanings running longer than expected, we cannot guarantee a specific time. Our team requires timely access to your home to perform their job. We believe the best way to serve you is one of three ways; one is your presence, the other is issuing us a house key, and finally, a neighbor or 'hidden key' incentive. Your key is coded with a number, it is never associated with your street address, and is kept in a locked secure key box. Circumstances beyond our control such as weather, traffic, or team illness may affect our arrival time. Your flexibility and understanding in these situations are greatly appreciated. We will always do our best to keep you informed and up to date on any delays, we may be experiencing.

A5: Payments: Prices shown are a starting price and are subject to change depending on your specific needs and the condition of the home. All payments must be made the day of or before your scheduled cleaning. We accept Cash, PayPal, Venmo, Stripe, or Credit Cards. Payments can be made with a debit or credit card via the scheduling app, PayPal, or Venmo. Alpha Cleaning & Creative Services will not share the customer's card details with a third party.

A6: Lock Outs: If we arrive at your home and you forgot to leave your door open, leave a key or the team needs to leave without cleaning for any reason, you could be charged 50% (and refunded the remaining 50%) of your regular cleaning cost. Our employees are paid by the hour and this fee is necessary to cover their costs. Most of our clients entrust us with a key to their homes, a responsibility we take very seriously. Alpha Cleaning & Creative Services will not be held responsible for any alarm systems. The client should give any special instructions for the deactivation/activation of any household alarm systems.

A7: Cancellation/Re-Scheduling: Service Reliability is extremely important. We will turn down business to not disrupt your regularly scheduled cleaning. Please show the same respect. We request that you give us a minimum of 24 hours advance notice (Monday clients must call before noon on the previous Friday) IF YOU NEED TO CANCEL OR RESCHEDULE YOUR APPOINTMENT FOR ANY REASON. Our business number 646-820-8553 is available to you at all times. Failure to provide adequate notice could result in an $80 late cancelation fee. We understand that circumstances arise that require a cancellation, but if a client has excessive cancellations, we reserve the right to cancel all future cleanings or creative services.

A8: Clean Guarantee: AC & CS agrees to provide a task list after every cleaning. If you are completely unhappy with any area we’ve serviced, you must first call our office within 48 hours of the cleaning date and we will gladly come back to address your concern at no additional cost (considering the prior condition of the home). Our cleaners bring their cleaning detergents and equipment (vacuum, mop, bucket, cloths, etc.) approved by our Founder to ensure customer satisfaction. Any cleaning equipment provided by the client must be safe and in full working order.

A9: Consultation: ($20 value) Rough Estimate of the duration of services, which is based on a basic description and tour of the client's home. Please note, at the time of cleaning, the cleaner may discuss a variation on planned duration and or extra fees, if, in practice, it appears to be required. This $20 non-refundable fee will be deducted from your Service Invoice total. We agree to keep all clients' information confidential.

A10: Retainer Options: This package service includes multiple bookings and periodic tasks for a fixed amount upfront. Choosing a retainer means that you will book multiple services within a said period (minimum 1 month up to 3 months.) These services include but are not limited to: weekly or bi-weekly cleanings, nesting aid, re-organizing, clean pantry, eco-friendly cleaning, homebody, lite errands, and more. 

A11: Complaints and Claims: The customer accepts and understands that poor service, breakage/damage, or theft must be reported within 24 hours from the service date. Failure to do so will entitle the customer to no refunds or recovery cleanings. Alpha Cleaning & Creative Services may require the presence of the client or his/her representative at the beginning and at the end of the cleaning session as an inspection can be carried out & if any corrections should be made on the same day. AC & CS may take up to 7 working days to respond to a complaint. Complaints are accepted verbally over the phone, and in writing (by letter, email, or fax). Complaints must be reported on completion, at the moment you notice something or feel dissatisfied, or in the following 48 hours. Any fragile or highly breakable items must be secured or removed.

A12: Services & Add-Ons: We can only give a rough estimate of the duration and price of the cleaning or creative service, which is based on a basic description of the Client's house, walkthrough,  and personal needs. Please note that duration may vary therefore a degree of flexibility is required. Alpha Cleaning & Creative Services agrees to provide a task list, and all cleaning detergents & equipment (vacuum, mop, bucket, rags, etc.) required to carry out the service. The customer must allow the cleaner(s) access to hot water, power, and proper air ventilation. We reserve the right to amend the initial quotation, should the client's original requirements change. . Communication is key! Make sure to communicate all your expectations to us; walk through every detail and double-check for any extra charges for the services you require, such as laundry or pet hair. If you have any special requests, it is best to put them in writing (I.e email).

A13: Liability: Alpha Cleaning & Creative Services reserves the right not to be liable for: Completing tasks that are not stated on our Task List or Service description. Any 3rd parties entering or present at the client's premises during scheduled cleaning. Discoloring or wear of fabric becomes more visible once dirt has been removed. 'Failing' to remove old or permanent stains that can't be removed using standard cleaning methods. Damages or Spillage that can't be cleaned, removed, or not in full working order provided by the client. Vintage, Heirloom, China Collection, and any items with monetary or sentimental value should be put away and stored before the booking. If you, the customer, have items that need special cleaning methods or special cleaning detergents, AC&CS reserves the right to refuse the provision of the cleaning detergents. Items excluded from Liability are Cash, Jewelry, items of sentimental or monetary value, art, and antiques. To protect our cleaners and your privacy, please be sure that any confidential or potentially illegal documents or substances are put away before your scheduled cleaning. We make every effort to take the greatest care while in your home, but we understand accidents happen. Identical replacement is always attempted but cannot be guaranteed. Please keep in mind that Alpha Cleaning & Creative Services is not responsible for damage due to faulty and/or improper installation of any item. All surfaces (e.g., Marble, Granite, etc.) are assumed sealed and ready to be cleaned without causing harm.

A14: Preparation before Appointment: Pick up any clutter, clothes, or laundry around the house. Prepare your bed/bedding. Clean off the counters. Things like empty jars, food containers, and personal belongings may get in the way of properly cleaning the countertops. No food or dishes mess. Put your personal belongings away. Especially, if you have valuable items like jewelry or heirlooms. Secure your pets. Get out of the way! It is always best to leave the premises while our staff is getting it cleaned. However, if you are working from home and are not in the position to do that, just coordinate with the cleaner(s) the timing on when to clean the space you are working from, and leave that space for the time being. It's always a good idea to clear the way for the premises to be cleaned properly.

A15: Continued Commitment: Our commitment to our clients in providing a personalized detailed cleaning service, we are excited to offer you FREE rotational periodic tasks at each visit. Look for the Periodic Tasks Form and fill it out shall you become a Loyal Customer. This FREE offer is for our Weekly, Bi-weekly, and Monthly clients only. These tasks are available for a small additional charge to any customers on a less frequency.

A16: Safety, Hazards & CoVid-19 Precautions: We intend to demonstrate an ongoing and purposeful commitment to improving health & safety at work throughout our business and team. We will ensure the health and safety of our staff, clients, and any other people who may be affected by our work activities. Alpha Cleaning & Creative Services will comply with the proper cognitive requirements of health and safety legislation. Gloves will be worn at all times when mixing chemicals, dusting, mopping, and or disinfecting. When cleaners are wet scrubbing floors or walking on wet flooring of any kind, boots or rubber covers over the shoes are required. Masks are required when working near co-workers (The Alpha Clean Team) or clients (6 feet or less). Should any member of your household require the use of syringes, please ensure that they are disposed of or labeled and secured safely. Any secure container like a coffee can or glass jar can be used to store used syringes. Any unexpected stab by an insecure needle can pose serious health concerns to our staff. Please dispose of bodily fluid hygiene products appropriately and wrap them up in paper/tissues and toss them in a lined canister for easy disposal.

By booking a service or purchasing a product, you agree to understand the following:

I understand and agree to all of these terms and conditions upon booking.

I have read the Terms & Conditions and Privacy Policy page.

I confirm that I have booked the correct service, date, and time that works best for me.

I understand that if I change my booking date during processing, it will cause a cancellation or delay in rescheduling.

I understand that if I am not completely satisfied, I have a minimum of 48 hours to contact AC & CS and address my concern, at no additional cost.

I confirm that my phone number, home address, and email address are correct.

I understand that due to COVID-19 that I may or may not have to self-quarantine myself, my pets, and or children in one room (and rotate as the cleaner moves around) in order for the service to be conducted properly and with everyone’s safety in mind.

I understand that I have to allow Alpha Cleaning & Creative Services cleaners and subcontractors access to water, heat, and proper air ventilation.

I understand that AC & CS is not responsible for any mistyped errors, incorrect addresses, or the inability to get in contact with me or enter my home without prior directions and clarification.

I understand that I will not receive an email response to any question that is already answered on the website or scheduling site.

I confirm that in the case of a complaint or damaged/broken items, they must be reported to your (Alpha Cleaning & Creative Services) office within 48 hours of service.

I understand that Alpha Cleaning & Creative Services does not offer refunds.

** All of our services, packages, auto-pays, and gift certificates are not transferable to other clients, and cannot be combined with other discounted offers. Also, we do not offer cash/credit/debit refunds for our services, packages, auto-pays, or gift certificates; however, we will honor an equal service exchange (credit) for other services at a later Date & Time within our specialty and skill set. If you are unsure of our payment and refund procedures, please contact us first as payments are irrevocable. **