Terms of Service

Service Term Requirements

INSURANCE AND LIABILITY

Scrub Portland is required to maintain liability insurance with coverage amounts of at least $1 million per occurrence and $2 million aggregate. In the event of any damage or loss caused by the Scrub Portland's actions, they will be responsible for filing a claim with their insurance company and covering the deductible. The client will cooperate in providing any necessary information or documentation for the insurance claim process. Both parties agree to promptly inform each other of any incidents that may lead to an insurance claim.

DATA CONFIDENTIALITY AND PRIVACY DISCLOSURE

Scrub Portland shall ensure that all client information, including sensitive data, remains strictly confidential and is not disclosed to any unauthorized third parties. Scrub Portland and it's employees must adhere to strict privacy protocols to safeguard the personal information of clients, as well as respect the privacy of employees and visitors on the premises during cleaning operations. Any breach of confidentiality or privacy protocols will result in immediate disciplinary action, including termination of the service agreement. All information acquired by Scrub Portland relating to the Booking Party and/or their service will be treated as confidential and as such will not be disclosed in any manner other than necessary to perform said services. Scrub Portland will require all its personnel to enter into a written confidentiality agreement in regards to any information shared relating to the Booking Party. All confidentiality agreements will survive any termination of service.

Service Agreement Addendum

Last Modification Date and Timestamp: 07/30/2024 at 17:56:00

Scrub Portland (Cleaning Service) reserves the right to make any changes to any part of this service agreement without giving any prior notice. By ordering Scrub Portland Home Cleaning Services by telephone, e-mail, in-person, or it’s website the client accepts and agrees to Scrub Portland's Cleaning Service Agreement.

Service Agreement

SERVICES PROVIDED

The scope of cleaning services provided under this agreement shall encompass a detailed description of the areas to be cleaned, which may include but are not limited to; Offices, bedrooms, bathrooms, dining room, living room, and kitchen spaces. The frequency of cleaning services shall be clearly outlined, specifying the regularity and timing of cleaning visits, whether they are just one time cleans, weekly (once per week), bi-weekly (twice per month), or monthly (once per month). Additionally, any add-on services such as any specialized cleaning task(s) must be explicitly stated, including the frequency at which these specialty services will be provided. If you were to relocate to another address, there are negotiations to be made over the cleaning service(s) of the new premises and a new estimate will be provided to you. This is because things may change and the requirements for cleaning service(s) for the new site estimate may go up or down based on the square footage of residence and the time it takes our cleaner(s) to fulfill all cleaning duties.

CLEANING SUPPLIES AND EQUIPMENT

Scrub Portland shall be responsible for supplying all necessary cleaning products and equipment for the efficient execution of our cleaning services. In the event that Scrub Portland is deemed reliable and reputable, higher-grade cleaners like abrasives, acid cleaning agents, degreasers, and detergents may be provided for optimal cleaning results. Should the client have specific preferences or requirements regarding the cleaning products and equipment used, they are encouraged to communicate these needs to Scrub Portland in advance to ensure mutual satisfaction with the services rendered.

PARKING AND ASSOCIATED FEES

If there is no free public parking within a 1 block radius of your home, our customers are responsible for providing our cleaning associates with any one of the following (which must be at least within a 1 block radius); a permitted parking space (personal or public), a valid parking permit, or cover all parking fees incurred while cleaning your home. If a parking spot cannot be found within a 1 block radius by the cleaning associate nor provided by the customer within a 15 minute window, your appointment will be cancelled or rescheduled. In the event that this occurs you will be charged 50% of the total cost of service(s).

KEYS AND ALARM SYSTEMS

Many of our customers provide us with a copy of the key to their home, and we take extreme measures to protect each key. Each key is locked in our key safe box. We do not return keys by mail. Keys must be hand delivered in person to the customer, the customer must present a picture ID before a key will be released. If you have an alarm system at your home you can give instructions on its operation to us. However, we prefer that your alarm be off or disarmed on the day of the cleaning to prevent false alarms from happening. We require all customers to fill-out our Key Holder Release Form as security is our top priority, if you would like a copy of this form for safe-keeping or for reference feel free to request a copy via email and we will send you a copy of this form promptly.

CLIENT FEEDBACK

Getting customer feedback is an important ingredient to a successful house cleaning service relationship. Your feedback helps us monitor the performance of cleaners and deliver the highest quality cleaning experience in the industry. After your cleaning service is completed, we will send you a follow-up email asking you about the service you received, asking you to grade our performance on a scale, and inviting you to provide honest feedback.

Payments and Pricing

FLAT RATE PRICING
Our flat-rate pricing assumes that your home is of average size for the number of beds and baths you have selected and meets a reasonable level of cleanliness. If the rooms are large than average or dirtier than average our staff may require more time to complete the service requested or may have to reduce their scope of work. If the home is not found to be in “Average” condition or size and takes more than an extra hour to clean we reserve the right to adjust pricing if the client wishes us to continue.
HOURLY RATE PRICING
The service rate is based off an hourly-rate for all one-time cleaning sessions. This rate pertains specifically to individual cleaning appointments and does not cover recurring or contractual cleaning services. Recurring or Contractual cleaning service rates will be based off of a fixed-rate. Any additional services requested beyond the scope of the one-time cleaning session will be subject to separate pricing terms agreed by both Scrub Portland and it's client(s), these prices can be viewed under the services page.
PRICE ADJUSTMENTS
We reserve the right to issue rate increases at any time. You will be notified when or if this occurs. As the needs or conditions of your home change(s) you may receive a price increase. Generally, prices for your regularly scheduled maintenance cleanings (Standard Cleanings) are guaranteed and locked-in for the duration of 12 months unless the client moves residences or asks more of our staff. If you are using Scrub Portland as your primary cleaning provider and you move locations we will be required to do a consultation and walk-through on your new residence, if the cost for services changes in any way you will be notified.
TOTAL AMOUNT DUE
The total amount due for the cleaning service(s) provided by Scrub Portland shall be the agreed-upon, as mutually determined by both the customer and the service provider during the verbal agreement (by phone or in person). This amount will also be clearly stated in the invoice issued by Scrub Portland to the customer. Any discrepancies or disputes regarding the total amount due must be addressed promptly and resolved in good faith by both parties to ensure timely payment and successful completion of the cleaning service(s). In the event that the customer fails to make payment by the agreed-upon due date, a late fee penalty fixed-rate of $50.00 will be imposed. This penalty serves as a deterrent to ensure timely payments and reflects the importance of meeting financial obligations promptly. It is imperative for both parties to adhere to the payment terms outlined in the agreement to maintain a mutually beneficial business relationship.
ADDITIONAL SERVICE(S) REQUEST
If you require additional services or additional cleaning on your scheduled cleaning day, your request will likely be denied. We need at least 24 hours of advanced notice (or sooner) so we may allow the extra time needed at your home and we can give you a quote for the additional services. Always try to include this information over the phone during our consultation.
COLLECTIONS ON PAST DUE INVOICES
Collection fees: In addition to any amounts owed to Scrub Portland, you agree to be responsible for all reasonable collection and attorney’s fees we incur in seeking to bring your account current. The collections process involves following up with clients who have not paid their invoices by the due date. This typically starts with reminder emails or calls and may escalate to more formal methods, such as sending a demand letter or involving a collections agency if necessary. If a client has not paid after multiple follow-ups and it has been 60-90 days past the due date, we will consider involving a collections agency.
PAYMENT METHODS AND INTSTRUCTIONS
Booking can be done directly through this website without needing to have a quote beforehand but it is highly recommended to get a free estimate beforehand. Please be advised that our prices and quotes are subject to change based on the condition(s) of the home upon arrival for your scheduled cleaning appointment. Payment for cleaning services shall be made through modes of payment agreed upon by both parties. The types of acceptable payment methods are including but not limited too; CashApp, Venmo, Apple Pay, PayPal, Zelle, All Major Debit/Credit Cards (We offer Tap-to-Pay), or ACH. Lastly for your convenience we also accept cash or check. A comprehensive cleaning checklist that has been customized and curated will act as our service agreement and will be submitted and settled once the services have been rendered entirely - you will be given a copy of this.

Cancellations for Automatic Billing Memberships

REFUNDS ON SERVICES
Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with our services. We offer a Guarantee on all our services, if a task was not completed to your satisfaction or was missed during our visit simply contact us as soon as possible [preferably within 24 hours] and we will return to your home and re-clean the area or task with which you were dissatisfied with at no additional cost to you. In order to honor this guarantee you must contact us within 24 hours of services being rendered. Re-cleaning must be rescheduled and performed within 1-5 days of original service date, we will always try and do same-day re-visits [and usually do]. There are no refunds for gift certificate purchases.
SATISFACTION GUARANTEE
Your satisfaction is guaranteed. If you are not completely satisfied with any part of your service we will return to your home to re-clean the area within 1-5 days, we usually will always make it out the same-day or the very next business day. Please contact me immediately during our normal business hours or before the 24 hours of when services were rendered. If contact or communication is not received and 24 hours has passed, the sale of service(s) will be made final and our guarantee will no longer be applicable.
RECTIFICATION AND DISPUTE RESOLUTION
We ask that you let us know by calling/texting us directly or by sending an email to us 24-48 hours after your service has been completed and an issue arises. We ask that you give us a chance to try and fix the problem at hand. We have 5-7 business days from the notice being received to rectify the problem and conduct an audit to make sure everything is back on track. We have an obligation to fix any issue(s) that you believe need attending to. In other words, no issues will be left untouched. In the event of any disputes or disagreements arising between the parties during the term of this contract, both parties agree to first attempt to resolve the issue through mediation. If mediation does not result in a resolution, the parties will then proceed to binding arbitration as the next step in the dispute resolution process. Both parties agree to participate in good faith in any mediation or arbitration proceedings in order to reach a fair and timely resolution without resorting to legal action.

Service Agreement

30-DAY CANCELLATION CLAUSE
The 30-Day Cancellation Clause in this agreement allows the client to terminate the agreement with the service provider (Scrub Portland) for cause. In the event of a breach of contract or unsatisfactory performance by Scrub Portland, the customer has the option to cancel the recurring contract with a 30-day notice. This clause provides the customer with a safeguard against any unforeseen circumstances that may arise during the term of the agreement, ensuring flexibility and protection of their interests. To cancel your recurring billing subscription please notify us via email at hello@scrubpdx.com 30 days before your next billing date. You will have full accessibility to your account and billing features by logging in from this website and selecting 'My Account'. There are no hidden fee's for cancellations and there are no fee's for terminating the recurring cleaning membership early (before the 12 months).
TERMINATION OF SERVICES
Both you [the client], as well as Scrub Portland have the ability to terminate this Agreement at any point in time, provided that the party wishing to terminate provides notice. Any outstanding payment for the above services owed will be due at the time of termination
DISCONTINUING AUTOMATIC BILLING SERVICE
If a client discontinues it's recurring services and would like to reinstate service(s) with Scrub Portland they may do so. If client reaches out to reinstate services and it is after a period of 3 months then the original price of services is not guaranteed, and a new rate may be given.

Scheduling Appointments, Cancellations, Lock-Outs

CANCELLATIONS
We require at least 24 hours notice for the cancellation of any scheduled appointment. In the event of a cancellation with less than 24 hours notice, a cancellation fee 50% of the quoted service amount will automatically be charged to the credit card on file, if there is not a credit card on file this amount will be added onto your invoice and future service(s) will be paused until the amount is paid off in full. We are very strict on our cancellation policy, please honor it.
CANCELLATIONS AND LOCK-OUTS
If no one is home upon our arrival and there is no form of payment left behind, and we cannot physically locate payment anywhere on the premises, we will charge the credit card that we have on file. If the credit card on file is declined we will have to reschedule your appointment. We apologize for any inconvenience this may cause but you may re-schedule by either calling us back or by simply re-scheduling your appointment on this website under your account. Customer acknowledges and agrees that in the event of a cancellation or rescheduling with less than 24 hours notice, they will be responsible for a charge equal to 50% of the total service amount. Additionally, should the customer fail to grant access to the service provider at the scheduled time, a lock-out fee equivalent to 50% of the total service amount will be applied. These fees are non-negotiable and must be paid in full before any further services are rendered.
RESCHEDULING
We require at least 24 hours notice for the rescheduling of any scheduled appointment, if you know you are going to need to reschedule please reach out to us as soon as you possibly can. You have full access to changing and updating your appointments directly from the website under 'My Account' and you may do so at any time. We do understand that life happens and all of our clients live such busy lives which is why we have gone ahead and removed the rescheduling fees associated with scheduling appointments entirely. We do not wish to make life more difficult for any of our clients.
ESTIMATED CLEANING TIMES
Upon booking you will be provided an estimated cleaning time based on the average number of labor hours it takes a professional house cleaner to clean a home the size imputed on our booking form. The total cleaning time may vary depending on condition, the accuracy of the booking information, and other factors. Our “Estimated Cleaning Time” is a curtesy for customers to have a general idea of how long their service will last and plan around it if need be.
Our estimates are usually quite accurate when all areas of the home are accounted for on the booking form. First time cleans typically take longer than our recurring services. Estimated cleaning times may be adjusted after several cleans as our staff becomes more familiar with your home.
ARRIVAL WINDOWS
If you wish to be present during the cleaning visit, please be advised that we provide arrival windows. Your Cleaning Technician(s) will arrive anytime within your scheduled arrival window. You are expected to be present or have made arrangements for us to gain access to your home within your scheduled arrival window. Failure to do so may result in having to cancel or reschedule your visit, and a cancellation fee of 50% of the service cost will be charged. Many things can affect our schedules, such as cancellations, lockouts etc. If we happen to be running late to your appointment you will be contacted as soon as possible and provided with a new expected time of arrival.
STAFF SCHEDULING CHANGES
In the event that we are unable to provide cleaning services at the agreed day and time as specified in the contract, we will promptly contact you to discuss and arrange for alternative scheduling options. Our priority is to ensure that your premises receive the cleaning services they require in a timely manner. We value open communication and will work closely with you to find a suitable solution that meets your needs and preferences. We are committed to accommodating any necessary scheduling changes to provide you with the best possible service experience.

Pets and Personal Items

SAFELY SECURING YOUR PETS
We are super pet friendly but appreciate your help in making sure pets are secured and safe on cleaning days. We should be made aware of any special requirements in safeguarding your pet(s). For health reasons we have instructed our staff to leave certain items and/or areas untouched; pet homes/beds, litter boxes, vomit, and/or fecal matter. Our teams are advised to clean around these areas. If your pet has an accident, it will be your responsibility to clean it up. The reason we ask that pets be crated is for liability purposes, we do not want to be cleaning and need to access the front door (for a multitude of reasons) and then have one of your pets run away from us because the door was left open. If you are home or don't believe they will be a liability we more than freely will welcome them to be crate-free and roaming around.
SECURING VALUABLES AND PERSONAL ITEMS
If you have valuables or heirlooms, including but not limited to any irreplaceable, collectable or expensive objects, it’s preferred that these items are secured and put away to avoid potential accidents. You are responsible for letting us know of any valuables that you prefer we not clean or handle. Please secure money, credit cards, and check books as well. We are not responsible for missing currency.

Health Hazards and Safety Risks

BROKEN OR DAMAGED ITEMS
We train our staff to take extra care with your belongings, however regrettably and although not common from time to time something may be broken or damaged If there is an item that is believed to be damaged by one of our cleaning professionals, it must be reported to the company within 24-48 hours from the completion of the service in efforts to properly investigate the issue. If we damage anything during the service being provided, we will notify the customer immediately. In the event an item is damaged or broken, we reserve the option to repair or replace the item. We will not take responsibility for items that were damaged because they were not properly attached or secured (for example, a hanging picture that was improperly attached to the wall or an item that is propped against a surface).
LIFTING, CLIMBING AND BENDING
Cleaners do not climb higher than a 3 ft. 2 ft. step ladder, move or lift items heavier than 20lbs, or clean floors on their hands and knees with the exception of bathroom floors. These types of activities put cleaners in danger of back injury or could even be put in a position to damage something in your home. However there might be times when you want us to move furniture for example; tables, large chairs, etc. in these cases we are not responsible for; their breakage due to aged/old or faulty manufacturing nor are we responsible for any damage moving these items may cause to your floor. We will not move furniture that contains electronics, we will not pull out any appliances (for example a stove, fridge, washer/dryer) however if moving it prior to the cleaning visit to allow access we would be more than happy to clean the exposed areas. We do ask that you place the appliances back into it’s proper place as well.
UN-SECURE GLASS SHOWER DOORS, FAUCETS, TOILETS
You are responsible for notifying us if your glass shower door(s), faucets, or toilet are NOT 100% secure. If upon inspection the team recognizes that your shower door(s), toilet or faucet are not fully secure you will be notified of the risks immediately. At that time you have the option to decline service of that item or we can proceed with service. If the client decides to proceed with service- client agrees not to hold Scrub Portland nor its employees responsible if this results in the shower door, toilet, or faucet being damaged. Scrub Portland is not responsible for any damage (water damage included) due to faulty and/or improper installation of any item. This includes but is not limited to any water damage caused by: toilet over flooding, loose or leaky faucets, pipes, water dispenser on refrigerator etc.
HERE IS A LIST OF ITEMS WE WILL NOT DO:
Clean or remove blood or any bodily fluids, fire or water damage, or mold. We are not trained in these areas nor are we equipped
Scrub Portland reserves the right to refuse service to a home with ANY active rodent or insect infestation (including seasonal). In the event that an infestation is identified, the cleaning staff will leave the property. You will be contacted immediately and charged a cancellation fee.
Clean the interior of curio cabinets, we will do outsides so long as items are SECURED.
Provide any pet, or children-related services, nor empty diaper pails.
Provide laundry services at a dry cleaners.
Clean Chandeliers.
Provide stain removal.
Wash walls (we spot clean only).
Clean exterior of windows.
Remove Rust.
Remove Paint.
Service outdoor area's (this is an add-on service).
Clean areas above the reach of a 3 foot step ladder.
Clean Animal waste or litter.
Move or lift items over 20lbs.