Service Agreement

SERVICE AGREEMENT

These Terms of Service (“Terms”) constitute a legally binding agreement between Impera Cleaning (“Company”, “we”, “us”, or “our”) and the client (“Client”, “you”, or “your”) engaging our cleaning services. By booking or utilizing our services through any medium, you unconditionally agree to these Terms.

1. Scope of Services & Right to Refuse

• Service Scope: We provide professional cleaning services as outlined in your booking confirmation.

• Hazardous Conditions: Our staff reserves the right to immediately vacate the premises without a refund if they encounter biohazards (including bodily fluids, medical waste, mold, asbestos), active pest infestations (fleas, roaches, bedbugs), illegal substances, unrestrained aggressive animals, or unsafe/hostile environments.

• Physical Limits: For employee safety, staff will not lift or move objects weighing over 30 lbs, nor will they climb higher than a standard 3-step stool. Areas requiring heavy lifting must be cleared prior to our arrival.

2. Client Responsibilities & Access

• Entry & Access: You must provide reliable access (key, lockbox code, or in-person entry) within 15 minutes of our scheduled arrival window. If access is delayed beyond 15 minutes or denied upon arrival, the booking will be canceled and billed at 100% of the scheduled service cost.

• Working Utilities: Electricity, hot/cold running water, and functioning HVAC (heating/cooling) must be available during service.

• De-cluttering: Excess clutter must be cleared before staff arrival. Staff will clean around clutter, but overall service depth may be reduced if access is hindered.

3. Equipment, Supplies & Alarms

• Supplies: We supply all professional-grade equipment and eco-friendly products. To manage quality and legal liability, our staff will not use client-supplied equipment or chemicals unless authorized in writing prior to service.

• Alarm Systems: If your premises have an active security system, please disable it or provide precise codes and instructions. We accept no liability for false alarms triggered during normal service execution.

4. Fees, Payment & Cancellations

• Pricing Adjustments: Online or telephone estimates are based on standard property size and condition. If a property is found to be excessively dirty upon arrival, we reserve the right to adjust pricing with prior notice.

• Cancellation Policy:

  • More than two business days (48 hours) notice: No cancellation fee.

  • Within two business days (48 hours) but more than one business day (24 hours) notice: You will be charged 50% of your scheduled service fee.

  • Within one business day (24 hours) notice: You will be charged 100% of your scheduled service fee.

  • Lockout / Denied Access upon arrival: If you notify us upon arrival that we cannot enter the premises, or if access is hindered, you will be charged 100% of your scheduled service fee.

5. Limitation of Liability & Property Claims

• Liability Cap: To the maximum extent permitted by law, our aggregate liability for any damage, loss, or claim arising from our service is capped at the total amount paid by you for that specific cleaning session or $500, whichever is lower.

• Exclusions: We carry no liability for:

  • Unsecured or improperly hung items (e.g., heavy art secured with thumbtacks).

  • Pre-existing wear-and-tear, dings, scratches, or unsealed natural stone/grout.

  • Antiques, heirlooms, or high-value artwork that were not removed or secured prior to service.

• Reporting Window: Claims for damaged or missing property must be submitted in writing within 24 hours of service completion.

6. 24-Hour Satisfaction Guarantee All payments are non-refundable. However, if any area included in your initial booking scope was not cleaned to standard, notify us within 24 hours and we will re-clean that specific area at no additional cost.

7. Force Majeure & Governing Law

• Force Majeure: Neither party is liable for failure to perform due to severe weather, natural disasters, utility blackouts, or government restrictions.

• Severability & Jurisdiction: If any clause of this Agreement is found unenforceable, the remaining provisions remain fully effective. This agreement is governed by local laws.