Terms and Conditions
Why Do We Have Terms of Service?
We have to have rules and limitations set in place for our company to flow and work in unison with the office, scheduling, payments, techs, and client expectations.
Our goal is to provide a high priority pre-scheduled service, high retention rate with our techs, and professional services all around. We can only accomplish this through a terms of service.
We don’t believe in long-term contracts and being bound to a schedule or commitment that is uncomfortable. Therefore we have a terms of service which is an understanding of expectations in writing to both parties while services are being used.
Understand these terms are to notify you and prevent frustration. Expectations are EVERYTHING.
📆 What Services Do You Offer?
We specialize in residential recurring services. We offer weekly, and bi-weekly pre-scheduled cleanings.
Your day and time is specifically reserved for your home, so you can have that peace of mind and priority.
Additionally we offer deep cleans with our Top to Bottom package, One time cleanings, appliance cleaning, as well as small add-on services.
For all visits you will receive an email and text reminder 3 days and 1 day prior to your appointment. Please see our Cancellation Policy in regards to rescheduling/canceling your visit.
📆 How Do I Get on Your Schedule?
All payments are processed by Credit/Debit card on the day of service. We do not accept cash, checks, or any other third-party payments.
All Clients are required to have a Credit/Debit card on file PRIOR to services beginning, unless previously discussed.
For all visits you will receive an email and text reminder 3 days and 1 day prior to your appointment. Please see our Cancellation Policy in regards to rescheduling/canceling your visit.
📆 What Is Your Arrival Window?
We allow a 1 hour arrival window for our first home beginning at 8am.
Our second home in the afternoons will have a 2 hour arrival window due to traffic, lunch breaks, or in the event that the previous home had made pre-scheduled changes to their cleaning.
Our scheduling hours are Mon-Fri 8-5pm. To respect our cleaning techs family time, we do not schedule a home to be completed past 5pm.
If you are requiring a SPECIFIC time/window please notify the office so we can make the accommodations if possible.
🚫 What Do We Not Clean?
For the safety of your home and our Cleaning Technicians, the following are *not included in Orange Appeal cleaning services:*
🔺*Upper Bunk Beds:* We will *not make, change sheets on, or service the upper bunk of a bunk bed.* Our technicians are not permitted to climb, reach across, or access an upper bunk due to *safety and insurance requirements.* We are happy to make or change the sheets on the *lower bunk only*, provided it can be safely accessed from the floor.
🔺*Mini Blinds:* We do not clean individual mini blinds due to their fragile nature and potentially sharp edges.
🔺*Biohazards:* We do not clean human or pet feces, bodily fluids, or other biohazardous materials.
🔺*Electronics:* We do not clean TV screens, computer monitors, keyboards, smart-home devices, or other electronics.
🔺*Hoarding Conditions:* We do not provide hoarding cleanup or remediation.
🔺*Walls:* We do not wash or fully clean walls.
These guidelines help us protect *your home, your belongings, and the safety of our team.*
🚫 Reschedule & Skip Policy
We understand that schedules change! If you need to *reschedule or skip* your cleaning, please notify Orange Appeal at least *two full business days before your scheduled cleaning* to avoid a Last-Minute Fee.
*Business days are Monday–Friday. Saturday and Sunday are not considered business days.*
Requests made *less than two full business days before your scheduled cleaning* are considered *Last-Minute* and will be charged *50% of the total scheduled service.* This helps compensate our staff for the loss of time and work and for gaps left in our schedule.
*Example — Monday Cleaning:*
• Notify us *Wednesday or Thursday:* No Last-Minute Fee.
• Notify us *Friday, Saturday, Sunday, or Monday:* 50% Last-Minute Fee.
🔺Skip Adjustment
If a recurring cleaning is skipped, a **$25 Skip Adjustment** will be added to your next scheduled visit. This is separate from any applicable Last-Minute Fee.
🔺 Orange Appeal Rescheduling
If Orange Appeal needs to reschedule your cleaning due to extreme weather or circumstances beyond our control, we will provide *1–2 alternative dates and times* as soon as possible.
🔺Repeated Skips
Clients who exceed *3 skips within a 60-day period* will be notified and automatically moved to our *4-Week Cleaning frequency* at the applicable quoted rate.
If you are BI-WEEKLY your next visit will be increased by $15
If you are MONTHLY your next visit will increase by $25
🔺Late Fee:
Orange Appeal reserves the right to pause services 5 days after invoice is past due. All past due services will have a $25 late fee attached to the final invoice.
🚫 What if I need to pause services?
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.
💳 Payment Processing Policy
All payments are processed by CC on the day of service. We do not accept cash or checks.
All Clients are required to have a Credit/Debit card on file PRIOR to services beginning, unless previously discussed.
All Clients are required to ensure CC are up to date so payments can be processed after services are completed.
*CARD ON FILE, PAYMENT & NONPAYMENT*
A valid credit or debit card must be kept on file with Orange Appeal LLC for all scheduled services. The card must remain active and available until the scheduled work has been completed and all outstanding charges have been paid in full.
By scheduling and accepting service, the Client authorizes Orange Appeal LLC to charge the card on file for completed services in accordance with the agreed pricing and these Terms of Service.
*CANCELLATION AFTER SERVICE*
Canceling future services does not cancel or waive payment for services that have already been completed. Once Orange Appeal LLC has performed the scheduled service, the Client remains responsible for the full amount due.
*PAYMENT DISPUTES & CHARGEBACKS*
If the Client believes a charge is incorrect, the Client should contact Orange Appeal LLC directly so the issue can be reviewed.
If a charge for completed services is disputed or reversed, the Client remains responsible for any legitimate outstanding balance. Orange Appeal LLC may provide documentation of the completed service to the applicable payment processor or financial institution.
*REMOVAL OR CANCELLATION OF CARD*
A Client may not intentionally cancel, lock, remove, replace, or otherwise disable the card on file for the purpose of avoiding payment for services that have already been completed.
If payment cannot be processed, Orange Appeal LLC will make reasonable attempts to contact the Client regarding the outstanding balance.
*INTENTIONAL NONPAYMENT*
If services have been completed, payment is intentionally avoided, and the Client fails to respond to reasonable attempts to collect the amount owed, Orange Appeal LLC reserves the right to pursue the unpaid balance through lawful collection methods and any other remedies available under applicable law.
Depending on the specific facts and circumstances, intentional avoidance of payment for services received may constitute theft of service under applicable Texas law.
♻️ Refund and Reclean Policy
We have a 24 hr turnaround policy so in the event that any areas are not cleaned to satisfactory on the day of cleaning then the client has the responsibility to contact the office within 24 hrs of their appointment and we will return to reclean the areas within 24 hours at no cost.
Your honest and quick feedback is KEY to our success in fixing any error made on our end. Like the saying goes….”You don’t know, what you don’t know”
We do not offer refunds.
♻️ Change of Service/Work Order Policy
All details of what to expect for every routine visit will have been discussed during your consultation prior to beginning services, however we know that life happens and sometimes changes need to be made. Maybe certain rooms are being painted, plumbing fixed, out of town guests, etc. Please notify the office if any changes need to be made to your routine cleaning visits. Changes must be made within 2 hours of your scheduled visit, or they may not be able to be completed. This gives us the necessary time to update the work order, as well as notify the cleaning technician of these changes.
💰 How Do You Price Your Services?
All our services are priced a Flat-Rate price for the job. Our goal is to keep your price as consistent as possible, as this eliminates chaos, as well consistency for your budget.
We do not base your price on the amount of time. We are not here to punch the clock of a job when your “time is up”. We are here to complete the job we have agreed to do on our estimate.
If you ever have any additional requests outside of your routine service please contact the office so the schedule, job instructions, and final invoice can be adjusted if necessary.
💰 How & When Do I Tip My Cleaner?
Tipping is *never required*, but always appreciated by our Cleaning Technicians!
*After your cleaning is completed*, you’ll receive a text message asking for feedback about your service. *That same message will give you the option to leave a tip directly for your Cleaning Technician.*
Simply follow the link, choose the amount you’d like to give, and we’ll take care of the rest. Many clients choose *10–20%*, but the amount is completely up to you.
It’s an easy way to say **“Thank You!”** for a job well done.
❓ Do I Need to Be Home or Prepare Anything?
*You do not need to be home!* It’s completely based on your comfort level. Our Cleaning Technicians are professionally trained, background checked, and vetted before entering our clients’ homes.
If you work from home, no problem! Our technicians are happy to work around you and will communicate their cleaning flow when needed.
### Before We Arrive
A little preparation helps us spend your scheduled time doing what you hired us to do: *cleaning your home!*
* *Lightly Tidy:* Please pick up toys, clothing, laundry, and personal belongings before we arrive. Our scheduled time is for cleaning, not organizing or picking up.
* *Cluttered Areas:* Heavy clutter, piles of laundry, toys, or personal belongings will not be moved or organized. We’ll clean around these areas when possible.
* *A/C & Heat:* Your home must have *working A/C and heat* and be maintained at a comfortable indoor temperature appropriate for the weather while our team is cleaning.
* During warmer weather, we recommend *68–74°F*.
* During colder weather, we recommend *68–72°F*.
* *Our technicians will never adjust or change your thermostat.* Please set your home to a comfortable temperature before our arrival and maintain it throughout the cleaning.
* Please do not turn the A/C or heat off while our technicians are working.
If the temperature becomes *uncomfortable or unsafe for our technicians to work*, service may be paused or stopped until a comfortable temperature is restored.
These simple preparations help our team work safely and focus their time on giving your home the *best Orange Appeal clean possible.*
❓Solo & Team Cleaning Model
Orange Appeal operates using both *solo cleaners and cleaning teams*, depending on the day’s schedule, size of the home, and service being performed.
Homes *under 2,000 sq. ft. will typically be serviced by one cleaner*, although there may be occasions when two cleaners are assigned.
*Deep Clean services will typically be completed by a team of two or more cleaners* due to the additional time and detail required.
The number of cleaners assigned may vary based on scheduling and operational needs.
❓ Will I Have The Same Cleaner?
We love providing a familiar face when scheduling allows! However, *Cleaning Technicians are assigned based on our schedule and routes, and the same technician is not guaranteed for every visit.*
No matter who is assigned to your home, every Orange Appeal technician follows the same training, cleaning systems, and quality standards.
Our focus is keeping your service **reliable, consistent, and on schedule**—with the Orange Appeal clean you expect every visit.
❓Do I Have To Provide Any Supplies?
We’ve got the cleaning products covered! Orange Appeal provides *all professional, eco-friendly cleaning products* needed for your service.
To ensure a safe and consistent clean for your home, our technicians are trained to use *Orange Appeal-approved products only.* For this reason, we’re unable to use cleaning products provided by clients.
This allows us to confidently stand behind the *quality, safety, and consistency of every clean.*
❓What Cleaning Products do you use?
We are proud users of Envirox. It is an eco-friendly all purpose cleaning product. Over the years we have gone through so many toxic and non-toxic products. We have used so many high and low quality products. We don’t believe your home should be the place for us to experiment with chemicals, and we know that you place a HIGH level of trust in what products are being used properly for your surface. We are honored with this trust, and know we will not disappoint in our results.
🐕 Pet Policy
We love our furry family members and are happy to have *friendly, people-safe pets* home during your cleaning! Just let us know about your pets and where they’ll be during our visit so our team knows what to expect.
* If your pet is *kenneled or relaxing in a separate room*, we’ll give them their space and will not clean that area.
* Pets that may be *protective, nervous, or uncomfortable with new people* should be safely secured in a kennel, separate room, or outside during our visit.
* While we’re happy to work around your pets, our technicians are there specifically to *care for your home through cleaning.* Pet care—including letting pets in or out, potty breaks, feeding, changing pet pads, or medications—will remain with the Client.
* If a pet prevents our team from safely entering or cleaning the home, we may need to pause or decline the service until the pet is safely secured.
Our goal is simple: *a clean home, comfortable pets, and a safe visit for everyone.*
🐜 Insect/Rodent Policy
We expect our clients to maintain and monitor their homes for bugs/pests. We reserve the right to refuse service if the home has visible infestation and may require professional pest control services. In such an event Orange Appeal will consider this a cancellation and follow standard procedure of the cancellation policy of a 50% charge of services. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule.
💲 Rate Increase
Orange Appeal reserves the right to increase the client’s price at any time. The client will ALWAYS be notified with ample time ahead of any rate increases.
♻️ 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.
🔑 Entrance & Lockout Policy
Orange Appeal must have access to your home at the scheduled service time. *All entry instructions must be provided before your appointment*, including door codes, garage codes, lockbox information, or other access instructions.
* *We do not carry or keep Client keys.* Access must be available at the property through a lockbox, hidden key, door/garage code, or another pre-arranged method.
* If we cannot enter the home, we will contact you for an alternative way to access the property.
* If access cannot be provided, a *Lockout Fee of 50% of the scheduled service price* will be charged to the card on file. This compensates our technicians for the reserved time and resulting gap in the schedule.
### Securing & Accessing Your Home
Our technicians will follow the *entry and exit instructions provided by the Client* and make reasonable efforts to secure the home when leaving.
* Orange Appeal is *not responsible for defective or malfunctioning locks, doors, garage doors, gates, keypads, or other access systems* that fail to properly open, close, latch, or lock.
* We are not responsible for areas left unlocked or unsecured by *residents, guests, contractors, Realtors, delivery personnel, or other third parties.*
* *Our technicians will not provide access to the home for third parties.* This includes plumbers, electricians, contractors, delivery personnel, Realtors, or other service providers—even when requested by the Client during the cleaning. Any third-party access must be arranged directly by the Client.
* Orange Appeal technicians are *not responsible for supervising, providing access to, or securing the property on behalf of third parties.*
*Orange Appeal is responsible only for the actions of our team while providing your scheduled cleaning service.*
📸 Photo policy
Orange Appeal may take *non-personal before and after photos* of First-Time Cleans, Deep Cleans, Vacant Properties, or to document damage or service concerns.
* Photos may be stored in your *job file* as a record of work completed.
* Non-personal photos may be used for *social media, our website, or marketing.*
* We will not intentionally photograph or share *people, family photos, addresses, documents, or other identifying information.*
* Photos involving damage or service concerns are *for documentation only.*
We respect your privacy while showcasing the quality of our work.
🏠 Make-Ready & Vacant Property Policy
*Property Requirements*
* All utilities, including *water and electricity, must be ON.*
* The home must be *completely vacant when we arrive and remain vacant throughout the entire cleaning.* No occupants, movers, contractors, or other service providers may be working in the home.
* The property must be free of *garbage, moving items, construction materials, and debris.*
* *Garages are not included* unless added in advance for an additional fee.
* Orange Appeal *does not remove or haul away debris.*
* Entry and exit instructions must be provided before the scheduled service.
*Buyer & Seller Cleanings*
* Orange Appeal works directly with *the Client who books and pays for the service.*
* *Seller:* Cleaning must be completed *before closing.*
* *Buyer:* Cleaning must be completed *after closing.*
* Buyers and Sellers are responsible for coordinating closing, possession, Realtors, other cleaning services, and property access based on *Orange Appeal’s availability.*
*Last-Minute Changes*
Once scheduled, your appointment is reserved specifically for your property.
If Orange Appeal cannot begin or complete the cleaning due to circumstances outside of our control—including *property readiness, access or utility issues, closing/possession changes, another party having the home cleaned, or miscommunication between Buyers, Sellers, Realtors, contractors, or other service providers—the full scheduled cleaning price (100%) will be charged.*
These situations are considered a *Last-Minute Make-Ready Cancellation* because the reserved appointment and staffing can no longer reasonably be filled.
*Coordination between all parties involved with the property is the Client’s responsibility.*
🎄 Holiday Schedule & Prepayment Policy
Orange Appeal is *closed for all services* on the following holidays:
*July 4th & 5th • Thanksgiving Day • Black Friday • Christmas Day • December 26th • New Year’s Day*
Cleanings scheduled *within 5 days before or after these holidays*:
* May be adjusted based on our holiday schedule and availability.
* *Require full prepayment to secure and confirm the appointment.*
* Holiday appointments are *not confirmed until payment is received.*
This policy protects our technicians’ schedules and helps prevent last-minute gaps during our highest-demand cleaning periods.
💎 Valuables, Damage & Secure Items
Please secure *cash, jewelry, credit cards, checkbooks, valuables, heirlooms, and irreplaceable items* before your cleaning. Let us know of anything you do not want our technicians to touch or clean. Orange Appeal is not responsible for unsecured valuables or missing items that were not properly secured.
### Damage & Breakage
Our technicians take great care in your home. If we accidentally damage something, we will notify you. Any suspected damage or missing item must be reported to Orange Appeal *within 24 hours of service* so we can properly investigate.
Orange Appeal may choose to *repair or replace* an item determined to have been damaged by our team.
We are not responsible for damage caused by *loose, improperly installed, unstable, previously damaged, or unsecured items*, including wall décor, furniture, fixtures, or flooring damaged by furniture without proper protective pads.
### Glass Shower Doors
Clients are responsible for ensuring glass shower doors are *properly installed and secure*. If our technician determines a shower door is loose, unstable, or unsafe, *we will not clean it.*
Orange Appeal is not responsible for damage resulting from *faulty, loose, or improper installation* of shower doors, fixtures, or other items in the home.
🚫 Right to Terminate/Refuse Services
Both the Client and Orange Appeal may end services at any time. Orange Appeal reserves the right to *refuse, stop, suspend, or discontinue service* for reasons including:
* *Non-Payment:* Accounts unpaid 21 days after the due date will be suspended until brought current.
* *Unsafe or Unsanitary Conditions:* Our technicians may immediately leave or refuse service if a property presents a health, safety, or security concern.
* *Unreasonable Expectations:* Requested services or expectations fall outside Orange Appeal’s scope, policies, or ability to safely provide.
* *Repeated Reschedules or Skips:* Frequent schedule changes create ongoing scheduling inconsistencies.
* *Illegal Activity/Substances:* Illegal drugs, substances, or activity are observed on the property.
* *Staff Solicitation:* Offering or attempting to hire an Orange Appeal employee to clean privately outside the company.
* *Inappropriate Conduct:* Abusive, threatening, discriminatory, sexually inappropriate, or disrespectful behavior toward our team.
* *Policy Violations:* Serious or repeated violations of Orange Appeal’s Terms of Service.
*Our technicians are authorized to stop cleaning and leave immediately if they feel unsafe. Orange Appeal has final discretion regarding whether service will continue.*
🚫 Employee Solicitation Policy
We’re proud of our team and the time invested in recruiting, vetting, training, and supporting our Cleaning Technicians.
Clients may not solicit, hire, or offer our employees *private work outside of Orange Appeal.*
*Private work includes:* offering an employee cash or direct payment to clean your home, another property, a friend or family member’s home, rental property, business, or any other cleaning job *outside of Orange Appeal’s scheduling and payment system.*
Please keep all cleaning requests directly through Orange Appeal.
*Soliciting an Orange Appeal employee for private cleaning work will result in immediate discontinuation of future services.*