To be read before booking.*

Crew

We usually work with teams of two, but occasionally more crew members may be needed due to

the complexity of work or busy schedule.

We do our best to limit rotation of crews in your home while still providing sufficient

cross-training to our cleaning technicians.

Our employees have been rigorously background screened and drug tested prior to working

with us. You can rest assured all our staff has integrity and is held accountable.

Due to our equal opportunity policy we do not discriminate on the basis of gender, religion or sexual orientation.

Right to Refuse Service

We reserve the right to deny and (or) terminate service because of safety concerns,

inappropriate or uncomfortable situations, weapons on-premises, severe clutter, and

disconnected utilities.

Our employees have the choice to leave if the home is in an extremely unsanitary condition or

they feel unsafe or threatened.

Cleanings

If you book a cleaning that is unreasonable (hoarding or excessive cluttering, home being bigger than described or any other situation deemed excruciating) , the cleaners may refuse service on the spot and you will be charged the cancellation fee ($50.00) at no liability to Oceana Home Services, publicly or otherwise.

Preparation day

Your price for the service is based on the crew members focusing all of their time on the service. Therefore, we ask that you take a few minutes to prepare and to allow the crew members easy access to the areas and surfaces to be serviced, including floors, counter-tops, tabletops, and other areas applicable.

If you’d like our team to do these tasks for you, call the office in advance so your fee can be adjusted for the additional time.

Pets

We will gladly work around pets, but we ask that indoor activity is limited for efficiency

and safety reasons. If your pet becomes anxious or presents a safety concern,

reserves the right to remove its employees from your home.

Our employees are instructed not to enter a house if they believe an animal is a threat. Pets may behave differently if a family member is not present.

If removal of our technician is due to aggressive pets, our cancellation policy will apply.

Service Fees

Please remember we give these prices are based on years of experience, but we may adjust the price based on the scope of work.

To ensure there are no surprises at the end, if we arrive to find a job that will require extra time, we'll call to let you know. If we are unable to reach you, the crew will have to leave and you will be charged the cancellation fee.

We reserve the right to reevaluate rates at any time based on the time it takes to perform our service to meet the client’s standards. will contact the client to discuss price or service revisions if the service time differs drastically from the original bid.

Payments

Once your service begins, you'll receive an invoice through our customer portal. For your convenience, we offer secure online payment by debit or credit card.

While we primarily accept online payments, exceptions can be made if approved by a manager before your service date. Please contact us if you need to discuss alternative payment options.

To ensure a smooth and timely completion of your service, kindly submit your payment within 8 hours of your service visit. After this time, we may automatically process the payment using your card on file.

No-Refund Policy

We do not offer refunds. By signing this document, customer acknowledges that we do not offer refunds. We have built our business to provide our clients with the best possible service available. Still, we realize that we are human, and from time to time things will get missed. Should this happen, email or call us within 24 hours and we will rectify the error at not additional cost.

While walkthroughs are optional, we encourage you to take a moment with our team leader after the service to review the completed work. This helps ensure your complete satisfaction. For quality assurance purposes, the walkthrough may be recorded. Our team follows a thorough checklist and inspection process to maintain high standards and provide you with the best possible service.

Move-Out Policy

We cannot guarantee the return of your lease security deposit. The decision to withhold a lease security deposit rests solely with the property management company, and deductions can be made for reasons unrelated to cleaning, such as property damage or unpaid rent, etc. Our responsibility is limited to delivering to the requesting party the service requested to the property as outlined in our service agreement.

Recurring Service Discount

Recurring discounts start AFTER an initial Deep Cleaning. If you skip cleanings so that your frequency is lower than what you were set up for, your price will be increased to the pricing level for the lower frequency.

Rate Increases

Rate adjustments may be made at any time during the year should there be changes to the frequency of client’s established service schedule or home or living situation: remodel, change of address, number of people living in the home, a significant addition of furniture, etc.

Customer rate shall be increased annually by an amount not-to-exceed 8% of client’s current rate. This may apply for recurring jobs.

Lockouts

Clients shall make the service location accessible to personnel on the scheduled service day.

If the team is locked out of the client's home, every effort will be made to establish contact with the client to arrange for entry to the home. If contact is not made within 20 minutes of the arrival of the team, the scheduled service will be skipped and you will be charged a $50 late cancellation fee. This fee is necessary to compensate the employees for unexpected lost revenue and travel time. To avoid the fee, please provide us with a key or code to gain entry to your home.

Rescheduling & Cancellations

Service reliability is extremely important because we reserve a time especially for you. We request that you give us a minimum of 24 hours advance notice if you need to cancel or reschedule for any reason to avoid incurring a $50 cancellation fee.

Due to high demand for our services, a non-refundable deposit is required to secure your appointment. This deposit reserves your exclusive time slot with our team and will be deducted from your final service cost.

Changes to Scope of Work/Changes to Quote

We are happy to accommodate changes to the scope of work whenever possible. However, the total value of the revised services must be equal or greater to the original quoted price. This means you can decrease the scope of some services while adding others of equal or greater value. Any changes must be approved and finalized at least 72 hours before the scheduled service date. This is due to the fact our crews have to make arrangements for materials and allocated labor for the service and changes to the schedule/crew.

Alarm

If your home is equipped with a security system, please ensure that it is in the off position or call

our office with the code and proper directions for use. If the code should change, please let us know so you do not incur a lockout charge.

Use of Homeowner’s Vacuum

If you request to use your vacuum, we will not assume or accept any liability for damage to the

unit. Since we are not responsible for the maintenance of the vacuum, we will not be responsible for any repairs to it.

This is important because if the vacuum is not in working order when we arrive to clean your home, we will not be able to perform any vacuuming of carpet and hard floor surfaces.

Supplies

We provide the equipment and products needed to thoroughly service your home. If you would like us to use green products only, please let us know before we start the service. If you require us to use your supplies, note that we are not responsible for any damage associated with those products.

When this request is made, we ask that you have the chemicals and supplies ready so We can perform our service as efficiently as possible.

Things We Cannot Clean (If applicable)

Mold removal is a specialty; we cannot be liable for any mold-related risks in client’s homes. We cannot clean hoarding homes or areas containing any animal and human body fluids, blood, feces, vomit, cat litter boxes, bird cages, and urine or excretions. WE DO NOT REMOVE MOLD.

Unreachable Areas & Heavy items

For safety and liability reasons our employees can’t climb higher than a step stool or work

outside of your home.

Team Members can’t move objects more than 35 pounds. If you would like cleaning behind heavy objects, please move them prior to cleaning.

Breakage/Damage & Loss Policy

While an occurrence is rare, the possibility of breakage or damage is present while we do the service. Our team members exercise reasonable care when servicing your home, and we carry insurance for damage or breakage caused by our team members.

We are not liable for damage that is caused by normal wear and tear, improper installation of an item in your home, artwork, collectibles or family heirlooms not disclosed during the booking process. These items include but are not limited to artwork, collectibles, and family heirlooms, which are expensive and impossible to replace. The client will put away such items and if items remain in the area of service. Oceana Services LLC will not be held liable for the breakage/damage of these items.

Notification must be made within 24 hours of breakage or loss of any personal items.

Key Release (if applicable)

Client keys are coded and stored inside a locked cabinet to which only the managers of

have access.

In the event the client chooses to leave a door unlocked or place a key under a mat or any other

unsecured place for the team members to gain entry into the home, will not be held liable for any damages or theft to the client home. Upon termination or cancellation of services, shall return

any client key (s) in its possession no later than 48 hours after termination of services.

By signing this quote, I hereby acknowledge and agree to follow the policies and procedures outlined above.