These Terms & Conditions govern your use of cleaning services provided by The Refined Clean ("we," "us," or "our"). By booking a service with us, you agree to the terms below.
1. Services provided
The Refined Clean offers residential and commercial cleaning services across Los Angeles and nearby neighborhoods. Available services include standard cleaning, deep cleaning, move-in/move-out cleaning, Airbnb turnovers, commercial cleaning, and any specialized options featured on our website. A detailed service checklist may be provided, but exact results may vary depending on the condition of the property.
2. Appointments & cancellations
Bookings require confirmation through phone, text, or email and a valid payment card on file. We ask for at least 24 hours' notice to reschedule or cancel an appointment. Cancellations or reschedules made with less than 24 hours' notice are subject to a $150 cancellation fee. If our team is unable to access the property at the scheduled time, we will wait 25 minutes and attempt to reach you by call and text. If we are still unable to gain entry, a $150 lockout fee will apply.
3. Payments & card on file
A valid payment card is required on file at the time of booking. A card authorization (hold) for the full booking amount is placed approximately 24 hours before your scheduled service to verify available funds. Once the service is completed, the final charge is processed to the card on file, unless otherwise agreed in writing. We accept credit cards, debit cards, and electronic transfers. Unpaid balances may incur late fees or be referred to collections.
4. Health, safety & site access
For the safety of our team and in accordance with our insurance requirements, our cleaners are not permitted to lift, move, or carry items weighing more than 25 lbs. If you would like an area cleaned beneath or behind a heavy item, we kindly ask that it be moved prior to our arrival. Customers are responsible for providing a safe working environment and securing pets during the service.
5. Quality assurance — photos & videos
As part of our quality and accountability standards, our cleaners may take before-and-after photos and videos during a service. This media is used solely to document our work, verify quality, and help resolve any concerns or refund requests. For details on how this media is stored and handled, please see our Privacy Policy.
6. Liability
The Refined Clean is not responsible for pre-existing damages, normal wear and tear, or improperly secured items. Customers are responsible for ensuring safe access to the property and securing valuables, fragile items, and pets prior to service. We carry insurance and are bonded; any claims must be submitted in writing within 24 hours following completion of service so we can investigate promptly.
7. Satisfaction guarantee
Your satisfaction is our priority. If you are not satisfied with the service, please notify us within 24 hours of completion at support@therefinedclean.com or (323) 310-3911. We will make reasonable efforts to address your concerns promptly, including returning to re-clean the specific areas you identify.
8. Refusal of service & biohazards
We reserve the right to decline or stop a service at any time to protect the health and safety of our team. If, upon arrival or during a service, our cleaners encounter hazardous pests (such as maggots or roaches) or any hazardous or biohazardous materials, the service will be stopped immediately for the safety of our cleaners, and a $150 biohazard cancellation fee will apply. We also reserve the right to decline or terminate service for other unsafe conditions (such as structural hazards), harassment or threats toward our staff, or situations that materially exceed standard cleaning expectations as described in the booking.
9. Changes to these terms
The Refined Cleanmay update these Terms & Conditions from time to time. When we do, we will revise the "Last updated" date at the top of this page. Continued use of our services after changes are posted constitutes acceptance of the revised terms.
10. Privacy & communications
Your use of our services is also governed by our Privacy Policy and, if you opt in to text messages, our SMS Terms of Service.
Contact us
If you have any questions about these Terms & Conditions, or any special requests, please feel free to reach out — we're here to help!
- The Refined Clean
- Los Angeles, CA
- Phone: (323) 310-3911
- Email: support@therefinedclean.com