Terms and Conditions
Effective Date: September 29, 2026
These Terms and Conditions ("Terms") govern bookings and services provided by Columbus Cleaning Service LLC ("Columbus Cleaning Service," "Company," "we," "us," or "our").
By booking, scheduling, purchasing, or receiving services from Columbus Cleaning Service, whether online, by phone, by text, by email, or otherwise, you agree to these Terms.
If you have a separate written and signed contract with Columbus Cleaning Service, including a commercial services agreement, that contract controls to the extent it conflicts with these Terms.
1. Applicability and Definitions
These Terms apply to all residential, apartment community, and other service bookings made with Columbus Cleaning Service unless a separate written contract states otherwise.
Recurring services are provided on an ongoing basis. Either party may end recurring service at any time by notifying the other. Ending recurring service does not by itself result in any fee; however, the cancellation fees in Section 5 apply to any already scheduled visit that is cancelled within the windows described there.
In these Terms, the "booking fee" means the full quoted price of the scheduled service, including any selected extras. For recurring service, the booking fee is the quoted price of the individual scheduled visit.
Our services are sold as a defined list of tasks for the booked service type, not as a number of labor hours. The time our team spends at the property may vary and does not change the price or the scope.
2. Booking Confirmation and Online Platform
Our website and online booking, quoting, and scheduling tools are provided for convenience. Quotes and appointment availability are based on the information provided at booking and may be affected by technical issues, platform errors, outages, delays, or incomplete or inaccurate customer information.
A booking request is not final until accepted or confirmed by Columbus Cleaning Service. Our booking confirmation, sent by email or text, constitutes acceptance of the booking under these Terms.
By booking, you represent that you are at least 18 years old and that you own the property or are otherwise authorized to arrange services at it and to agree to these Terms on behalf of anyone with an interest in the property.
Quotes are based on the information provided at booking and are subject to adjustment if the condition, size, scope, or circumstances of the property were materially inaccurate or incomplete.
We are not liable for booking platform interruptions, delays, or errors beyond our reasonable control.
3. Payment Terms
We accept credit and debit cards unless otherwise stated in a separate written contract.
For residential and recurring clients, we may place a hold on the card on file approximately 24 hours before the scheduled service. The final charge will be processed after completion of the service.
For recurring clients, we may keep a card on file for future bookings and authorized charges.
For clients we invoice rather than charge by card, payment is due within the period stated in a signed agreement or, if there is no signed agreement, within 30 days of the invoice date. Balances not paid when due accrue a late fee of 2% of the outstanding balance per month, or the maximum permitted by law if less, until paid in full.
Additional charges for extra work, added services, or changes in scope will not be charged without client approval, except for fees expressly authorized by these Terms, including cancellation fees, lockout fees, client refusal fees, Condition Surcharges under Section 11, late fees, returned payment costs, and other charges permitted under these Terms.
If a payment fails, is declined, or cannot be processed, we may pause or suspend future service until payment information is corrected and all outstanding balances are paid. The client is responsible for any bank or processor fees we incur as a result of a failed, declined, or returned payment. We reserve the right to pursue collections and recover fees, costs, and other amounts legally permitted.
The client agrees not to dispute or charge back any charge that is authorized by these Terms or that the client approved. If a chargeback is initiated on an authorized charge, the client remains responsible for the underlying amount and for any chargeback fees we incur.
4. Pricing and Quote Adjustments
Our quotes are based on the information provided by the client at the time of booking.
If the actual condition, size, scope, or circumstances of the property differ materially from what was represented, we reserve the right to adjust pricing or scope as described in Section 11. When reasonably practicable, we will notify the client and seek approval before proceeding.
We may review and adjust recurring service pricing from time to time with at least 30 days' notice.
Recurring pricing is based on the selected frequency. If a recurring client skips or cancels visits so that the time between completed visits exceeds the selected frequency, the next visit may be billed at the rate for the frequency actually kept, or as an initial clean, at our discretion.
5. Cancellations, Reschedules, Lockouts, and Client Refusal
Cancellations and reschedules made more than 48 hours before the scheduled service time will not be charged.
Cancellations or reschedules made within 48 hours of the scheduled service time will be charged 50% of the booking fee.
Cancellations or reschedules made within 24 hours of the scheduled service time will be charged 100% of the booking fee.
If we are unable to access the property at the scheduled appointment time for any reason not caused by us, including lockout, missing code, inaccessible key, alarm issues, or no safe access, the client will be charged 100% of the booking fee.
If the client, or any occupant or other person at the property, refuses entry to our team on arrival, sends the team away, or ends the service before the booked tasks are complete for any reason not caused by us, the client will be charged 100% of the booking fee.
We reserve the right to waive any cancellation, rescheduling, lockout, or refusal fee in our sole discretion.
6. Arrival Window, Delays, and Cancellations by Us
Our arrival window is up to one hour before or one hour after the scheduled service time.
If we expect to arrive outside that window, we will make reasonable efforts to notify the client.
Weather, traffic, illness, emergencies, vehicle trouble, scheduling changes, utility outages, unsafe conditions, and other circumstances beyond our reasonable control may result in delays, rescheduling, or cancellation.
If we cancel or reschedule a service for any reason, our sole obligation is to offer to reschedule the service or, if the client prefers, to refund any amount prepaid for that service. We are not liable for any other cost or loss resulting from a delay, reschedule, or cancellation by us.
7. Satisfaction Guarantee and Recleans
We do not offer refunds after service is performed, except where required by law or at our sole discretion.
If you believe tasks included in the booked scope were missed during the service, you must notify us by email or text message within 24 hours of the service time and include photos of the specific areas at issue.
Our sole obligation for quality related complaints is to provide one free reclean of documented missed tasks. Recleans do not include new tasks, new areas, or upgraded services not included in the original booking.
To qualify for a reclean, the client must provide access for the reclean within 3 calendar days of the original service. If the client cannot or does not provide access within that period, our reclean obligation is discharged. The reclean obligation is also void if the property has been cleaned by anyone else, occupied, moved into, or otherwise used in a way that affects the cleaned areas after our service.
We do not guarantee the outcome of any landlord, property manager, buyer, or other third party inspection or walkthrough, the return of any security deposit, or compliance with any standard other than our own published task list. Our obligation for any complaint arising from a move out, move in, or turn clean is limited to the reclean described in this Section.
8. Client Responsibilities
The client is responsible for:
providing accurate information when booking
providing safe and timely access to the property
ensuring utilities, including water and electricity, are available
securing pets where necessary
disclosing alarms, codes, special access instructions, contractors onsite, or anything that may affect service
disclosing severe clutter, hoarding conditions, pest infestations, biohazards, smoke damage, or other site conditions that may affect scope, price, or safety
removing or securing valuables, cash, jewelry, firearms, controlled substances, fragile items, and irreplaceable items from work areas
emptying cabinets, refrigerators, ovens, and similar areas if interior cleaning of those areas is requested
ensuring that an adult (18 or older) is present or reachable by phone if anyone under 18 will be at the property during service
Our team will not perform service when the only person present at the property is under 18 and no responsible adult can be reached. In that case Section 5 applies.
All requests to add, change, or remove tasks, and all scheduling or billing requests, must be made to our office, not to the team member at the property. Team members are not authorized to agree to scope changes, side arrangements, or pricing, and any work requested directly from a team member outside the booked scope is not covered by these Terms or our guarantee.
Failure to meet these responsibilities may result in additional charges, including Condition Surcharges under Section 11, limited service, or cancellation.
9. Scope of Service and Service Limitations
Services are limited to the tasks included in the booked and approved scope of work.
We reserve the right to refuse, limit, stop, or modify any service for health, safety, insurance, access, or operational reasons.
Unless specifically approved in advance, we do not provide services involving biohazards, bodily fluids, pet waste cleanup, active infestations, hazardous materials, mold remediation, restoration, or specialty trade work.
We do not climb higher than is reasonably safe for our team, and we do not move heavy furniture or appliances except in specifically approved situations. Exterior cleaning, heavy lifting, and similar tasks may be performed only if expressly approved in advance.
Trash removal is limited to emptying household waste bins into the client's own receptacle at the property. Bagging, gathering, hauling, or disposing of accumulated trash, debris, boxes, or bulk items is not included and, if requested and approved, will be billed as additional work.
Small amounts of dishwashing may be performed for some recurring clients at our discretion, but dishwashing is not included unless specifically agreed.
We clean surfaces using appropriate professional methods. We do not guarantee the removal of stains, discoloration, hard water deposits, mineral buildup, grout staining, rust, soap scum that has bonded to the surface, pet or smoke odors, or any condition that is set in, permanent, or the result of neglect, age, wear, or damage. Such conditions are not "missed tasks" under Section 7.
10. Unsafe Conditions, Client Conduct, and Service Refusal
We may refuse, stop, or cancel service if the property is unsafe, inaccessible, materially different from what was represented, or not suitable for the booked service.
Examples include, without limitation:
utilities unavailable
active infestations
biohazards
severe undisclosed clutter or hoarding
unsafe contractors or third parties onsite
aggressive animals
unsafe access conditions
We may also refuse, stop, or cancel service if any client, occupant, or other person at the property engages in threatening, harassing, abusive, discriminatory, sexually inappropriate, or intoxicated behavior toward our team, or otherwise makes our team feel unsafe. We may decline future service to any client for these reasons.
If service is refused, stopped, or canceled for any reason in this Section, the client may be charged 100% of the booking fee.
11. Property Condition, Undisclosed Conditions, and Condition Surcharges
Move out and move in services are priced based on the property being substantially empty unless otherwise agreed.
Interior cabinet, oven, refrigerator, and similar interior detail services require those areas to be emptied before our arrival.
If a property is occupied, cluttered, or not in the condition represented at booking, we may reclassify the service, adjust pricing, reduce scope, or reschedule the appointment.
If, upon arrival, our team finds that the property is materially dirtier, more cluttered, or otherwise in a condition materially different from what was described at booking, including excessive trash, clutter that must be moved or worked around, heavy buildup, or any condition that should have been disclosed under Section 8, we will document the condition with photos and make reasonable efforts to notify the client before proceeding. In that case we may, at our discretion:
(a) proceed with the booked scope and charge a Condition Surcharge of $60 per additional labor hour, billed in 30 minute increments, reflecting the additional time and labor required;
(b) reclassify the service to the appropriate service type (for example, from a standard clean to a deep clean, or from a move out clean to an occupied clean) and charge the published price for that service type;
(c) reduce the scope by removing or limiting tasks so that the service can be completed at the booked price; or
(d) decline or stop the service, in which case Section 10 applies.
If the client cannot be reached within 15 minutes of our first attempt, the client authorizes us to proceed under option (a) or (c) at our discretion. Any Condition Surcharge under option (a) will not exceed 50% of the original booking fee unless the client approves a higher amount. Condition Surcharges are expressly authorized fees under Section 3 and will be charged to the card on file together with the final charge for the service.
12. Keys, Codes, and Alarms
Clients who provide us with a key, fob, garage opener, or access code are responsible for ensuring it works and that any code or instruction is current before each visit. Access items are stored securely and are not labeled with the client's name or address.
If we lose a key or access item entrusted to us, we will reimburse the reasonable, documented cost of rekeying or replacing the affected lock or device, up to $200 per incident. This is our sole liability for a lost key or access item.
The client is responsible for disclosing any alarm system, providing accurate arming and disarming instructions, and keeping those instructions current. We are not liable for false alarm fees, fines, or charges assessed by any alarm company, monitoring service, municipality, or other party that result from missing, inaccurate, incomplete, or outdated instructions, alarm system malfunction, or any cause other than our team's failure to follow the instructions provided, and the client agrees to pay or reimburse any such charges.
Codes and instructions provided to us are used only for service access and are shared only with team members assigned to the client's property.
13. Damage, Claims, and Missing Items
Clients must report any claim for damage or missing items within 24 hours of service by email or text message and, where possible, include photos.
We must be given a reasonable opportunity to inspect the issue before any repair, replacement, or third party work is performed.
If we determine that we are responsible, our sole option, at our discretion, will be to:
reclean,
repair,
replace, or
reimburse the item at its actual cash value.
We are not liable for:
preexisting damage
normal wear and tear
improperly secured or hung items
fragile, unstable, or defective items
sentimental, special, or one of a kind value beyond demonstrable actual value
damage caused by client supplied equipment or products, or by products the client instructed us to use
damage to surfaces or finishes that were not disclosed as delicate, damaged, or requiring special care
damage we cannot verify as caused by our service
14. Limitation of Liability, Indemnification, and Time Limit on Claims
To the fullest extent permitted by law, our total liability for any claim arising out of or related to a specific service appointment is limited to the amount actually paid for that specific service appointment.
We are not liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, including loss of use, loss of revenue, loss of profit, loss of a security deposit, or emotional distress.
To the fullest extent permitted by law, the client agrees to indemnify, defend, and hold harmless Columbus Cleaning Service and its owners, employees, contractors, and service providers from any claim, loss, damage, injury, or expense, including reasonable attorney's fees, arising out of the client's breach of these Terms, conditions at the property that the client failed to disclose, animals at the property, hazards at the property not created by us, or the acts or omissions of the client or any occupant, contractor, or other third party at the property.
Any claim arising out of or relating to these Terms or our services must be brought within one year after the claim arises. Claims not brought within that period are permanently barred.
Nothing in these Terms limits liability where such limitation is prohibited by law.
15. Photos and Documentation
We may take before, during, and after photos of service areas for internal quality control, training, claims handling, and operational documentation.
These photos are for internal use unless the client gives express written consent for marketing use.
We may request marketing permission separately. Refusing marketing permission will not affect service eligibility.
16. Team Assignments
We may assign one or more team members, employees, contractors, or service providers to a job depending on the size and needs of the service.
We may change team assignments at any time due to illness, scheduling, availability, promotions, workload, client needs, or other operational reasons. We do not guarantee that the same individual or team will be assigned to each visit.
17. Direct Hiring and Nonsolicitation
Clients agree not to directly hire, engage, or solicit any current or former Columbus Cleaning Service team member, employee, contractor, or service provider for cleaning related work, whether for pay or otherwise, for a period of 6 months from the date of that person's last service at the client's property, unless Columbus Cleaning Service gives prior written consent.
If a client directly hires or engages such a person in violation of this Section, the client agrees to pay Columbus Cleaning Service a placement fee of $500. The parties agree this amount is a reasonable estimate of our recruiting, training, and lost business costs and not a penalty.
18. Holidays and Scheduling Adjustments
We may adjust service schedules due to holidays, weather, staffing needs, emergencies, or other business reasons. We will make reasonable efforts to notify clients of schedule changes or closures.
19. Communications, Notices, and Privacy
By providing a mobile number, the client consents to receive calls and text messages from us about scheduling, arrival, reminders, service updates, billing, and other service related matters. Message and data rates may apply. The client may opt out of text messages at any time by replying STOP, in which case we may communicate by email or phone instead.
Notices to the client under these Terms, including price changes, schedule changes, and confirmations, are effective when sent to the email address or mobile number on file. The client is responsible for keeping that contact information current.
Notices to us should be sent to hello@columbuscleaningservice.com or by text or call to 614-412-2960. Notices related to Sections 5, 7, and 13 must be made by email or text message so that a written record exists.
Our handling of personal information is described in our Privacy Policy at https://www.columbuscleaningservice.com/privacy-policy, which is incorporated by reference into these Terms.
20. Dispute Resolution; Arbitration; Governing Law
These Terms and any dispute arising out of or relating to them or our services are governed by the laws of the State of Ohio, without regard to conflict of law principles.
Except for claims properly brought in small claims court and except for requests for temporary or preliminary injunctive relief, any dispute, claim, or controversy arising out of or relating to these Terms or our services shall be resolved by binding individual arbitration in Columbus, Ohio, administered by the American Arbitration Association under its Consumer Arbitration Rules then in effect. Payment of filing, administrative, and arbitrator fees will be governed by those rules.
The parties waive any right to participate in a class action, class arbitration, or representative proceeding.
To the extent permitted by law, the prevailing party in any arbitration or permitted court action may recover its reasonable attorney's fees and costs.
The client may opt out of this arbitration provision by sending written notice to the contact in Section 19 within 30 days of the client's first booking. Opting out does not affect any other part of these Terms.
Any arbitration award may be entered and enforced in a court of competent jurisdiction.
21. General Terms
We may update these Terms from time to time by posting revised Terms on our website. Changes will apply prospectively. Bookings already confirmed will generally remain governed by the Terms in effect at the time of booking unless otherwise agreed.
We may assign these Terms or any of our rights under them to a successor or affiliate. The client may not assign these Terms without our written consent.
If any provision of these Terms is found invalid or unenforceable, the remaining provisions will remain in effect.
Our failure to enforce any provision is not a waiver of that provision.
These Terms, together with any applicable quote, booking confirmation, and any separate written contract, form the entire agreement between the client and Columbus Cleaning Service regarding the services covered.