Terms & Conditions

Accounts and Client Information

When scheduling service, you agree to provide accurate, current, and complete information at all times, including your name, address, phone number, email, entry instructions, and any notes needed to access or service your home. If any of this information changes, you must notify Salt and Slate Cleaning Company immediately.

If our cleaners cannot access your home due to incorrect or missing information, your visit may be treated as a lockout and charged accordingly.

Payment Terms

Payment is due immediately upon completion of your cleaning. After your appointment, Salt and Slate Cleaning Company will send you a secure payment link where you may pay using Zelle, Venmo, or credit/debit card via Stripe.

Salt and Slate Cleaning Company does not accept credit card numbers over the phone. All card payments must be made through our secure Stripe system.

Tips may be added through any of the three payment methods above. Please do not tip cleaners in cash; all gratuities must be submitted electronically for proper processing and distribution.

If payment is not submitted promptly, Salt and Slate Cleaning Company may pause or cancel future services, apply administrative fees, or refer the account to collections for unpaid balances.

Quotes, Re-Quotes & Scope Changes

Basis of Quotes

All quotes provided by Salt and Slate Cleaning Company are based on the information supplied by the client (including property size, number of rooms/bathrooms, condition, and level of clutter), as well as any photos or descriptions provided at the time of booking.

Client Responsibility to Provide Accurate Information

The client is responsible for accurately describing the condition of the property. This includes disclosing any heavy soiling, excessive buildup, or excessive clutter on surfaces that are to be cleaned (countertops, tables, dressers, bathroom surfaces, etc.).

Property Not as Described

If, upon arrival, our cleaners find that the property is significantly dirtier than described, there is excessive clutter on surfaces we are expected to clean, or the overall scope of work will reasonably take longer than what was quoted, Salt and Slate Cleaning Company reserves the right to refuse the project or pause work and request a re-quote through the office before continuing.

Re-Quotes Must Go Through the Office

All pricing and changes to quotes must be approved and issued by the office. Cleaners and field staff are not authorized to provide quotes, adjust pricing, add on services for a fee, or offer discounts. Any verbal estimate or "off the cuff" price mentioned by a cleaner is not valid or binding.

If the Client Declines the Re-Quote

If the revised quote is not accepted by the client, Salt and Slate Cleaning Company may limit the service to what can reasonably be completed within the originally booked time (with a reduced scope) or cancel the service visit altogether. In such cases, Salt and Slate Cleaning Company has no obligation to complete the originally requested scope of work.

Right to Refuse Service

Salt and Slate Cleaning Company reserves the right to refuse or discontinue service at any time if the conditions of the property create an unreasonable increase in workload beyond the agreed quote, or if staff safety and reasonable working conditions cannot be maintained. This includes, but is not limited to: weapons on the premises, aggressive pets, hoarder-type environments, biohazards such as feces, urine, vomit, blood, drug paraphernalia, pest infestations, disconnected utilities, or any situation that presents a safety concern for our cleaners.

Cancellation and Rescheduling Policy

Salt and Slate Cleaning Company understands that schedules change; however, last-minute cancellations affect our cleaners' ability to earn a full schedule of work.

• Fewer than 48 hours notice: 25% of the total booking amount
• Fewer than 24 hours notice: 50% of the total booking amount
• Same-day cancellations or lockouts: up to 100% of the booking amount

To avoid fees, please notify Salt and Slate Cleaning Company as early as possible.

Arrival Window

Salt and Slate Cleaning Company provides an arrival window, not a guaranteed start time. Cleaners may arrive at any time within this window. Because delays can occur due to traffic, weather, longer than expected prior appointments, or other factors outside our control, the arrival window is not guaranteed. If cleaners are running significantly behind, Salt and Slate Cleaning Company will make a reasonable effort to notify you. The cleaning will still be completed unless both parties agree to reschedule.

Move-In and Move-Out Cleaning Scope

Move-in and move-out cleaning pricing covers the interior of one oven and one refrigerator. Additional ovens, refrigerators, freezers, and wall ovens are billed as add-ons ($60 per oven, $40 per refrigerator or freezer). The client is responsible for disclosing the number of these appliances at the time of booking so the quote reflects the full scope.

All interior storage spaces — including but not limited to cabinets, drawers, refrigerator, freezer, pantry, closets, linen closets, and garage shelving — must be fully emptied before our cleaners arrive. Salt and Slate Cleaning Company does not sort, bag, relocate, or dispose of personal belongings, perishable food, or any items left behind by previous occupants. If interior storage spaces are not empty when our team arrives, those spaces will be skipped from the cleaning, the cleaning will proceed on accessible surfaces only, and no scope adjustment, discount, or return visit will be issued for the skipped areas.

For move-out cleaning specifically, all furniture and personal property must be removed from the home before service. If furniture or belongings remain in the home at the time of cleaning, our team will clean accessible areas only and Salt and Slate Cleaning Company is not responsible for any condition issues found in inaccessible areas during landlord or realtor inspection.

Cleaner Reassignment Policy

Salt and Slate Cleaning Company reserves the right to assign or reassign cleaners to any appointment as needed, including recurring services, and to do so without prior notice. Staffing adjustments, illness, emergencies, and scheduling needs may require us to send a different cleaner or team. Salt and Slate Cleaning Company will ensure consistent service quality regardless of changes.

Cleaning Day Preparation

Your cleaning rate is based on Salt and Slate Cleaning Company cleaners being able to spend the entire appointment focused on cleaning. Please take a few minutes before your appointment to tidy up and ensure easy access to all necessary surfaces. This includes clearing floors, countertops, tabletops, bathroom vanities, and other primary surfaces of items that may obstruct cleaning. If surfaces or areas are covered or obstructed, cleaners may not be able to reach or thoroughly clean those spaces, and the scope may be adjusted at our discretion.

Pets & Home Safety Policy

Salt and Slate Cleaning Company is committed to keeping your pets safe, but we cannot be responsible for monitoring, securing, or handling pets before, during, or after your cleaning. All pets must be secured prior to the cleaners' arrival to prevent accidental escape or injury.

Salt and Slate Cleaning Company cleaners will not open doors, gates, windows, or outdoor access points if pets are loose inside the home. If a pet is unrestrained and cleaners feel there is a risk of escape or harm, Salt and Slate Cleaning Company may skip certain areas of the home or stop service entirely. Salt and Slate Cleaning Company is not responsible for pets escaping, getting outside, or coming into contact with cleaning products if pets are left loose during the appointment.

Home Entry, Exit, and Locking Procedures

Salt and Slate Cleaning Company will follow the entry instructions you provide, including keys, lockboxes, door codes, garage access, or building entry procedures. It is your responsibility to ensure these instructions are accurate and functional.

If you request that Salt and Slate Cleaning Company lock your home when leaving, our cleaners will make a reasonable effort to follow your instructions. However, Salt and Slate Cleaning Company cannot guarantee that locks, doors, gates, or garages will fully latch or engage properly, especially if they are misaligned or malfunctioning. Salt and Slate Cleaning Company is not liable for unlocked doors, unlatched gates, or unsecured areas after cleaners depart and assumes no responsibility for incidents occurring after our exit.

Utilities and Trash Removal

Salt and Slate Cleaning Company requires that electricity, lighting, air conditioning or heating (depending on the season), and running water be fully active at the time of service. If cleaners arrive and utilities are not available, the visit may be treated as a lockout and charged accordingly.

Salt and Slate Cleaning Company does not mind removing a garbage bag or two as part of your service. However, any additional trash must weigh under 30 pounds per bag and will be billed at a rate of $50 per hour for trash removal. Salt and Slate Cleaning Company will not remove or dispose of furniture or large household items.

Use of Homeowner's Cleaning Supplies

If you request that Salt and Slate Cleaning Company use your personal cleaning supplies, you acknowledge that Salt and Slate Cleaning Company is not responsible for the performance or safety of those products. We cannot guarantee results or protect against damage caused by homeowner-provided supplies. If requested products are unavailable, expired, empty, or unsafe, cleaners may proceed with Salt and Slate Cleaning Company's standard products or skip tasks if no safe option is available.

Unreachable Areas and Heavy Items

Our cleaners do not use tall ladders (no more than 3-step ladders) or move any heavy furniture or appliances. If you would like for us to clean behind appliances (such as behind or under refrigerators, ovens, washing machines) or under furniture, please move them prior to the cleaning visit to allow access to the area.

Light Fixtures & Chandeliers

Our services for light fixtures (including chandeliers, pendant lights, sconces, ceiling lights, etc.) are limited to light dusting of easily accessible exterior surfaces only. We do not take light fixtures apart, remove crystals or glass pieces, access internal components, or clean the inside of any fixture.

We do not handle or clean electrical components, including wiring, sockets, internal mechanisms, or any part that requires removing covers, plates, or panels. We will only dust fixtures that are safely reachable with our standard equipment.

While we use reasonable care, we are not responsible for damage to light fixtures or chandeliers that are fragile, improperly installed, loose, or have pre-existing damage or wear. If, in our sole discretion, a light fixture appears too delicate, unsafe, or likely to be damaged by dusting, we may decline to clean it.

Grout, Soap Scum, Hard Water, Stains, Walls, Cabinets, and Surface Limitations

Salt and Slate Cleaning Company will always make every reasonable effort to improve the appearance of grout, tile, tubs, sinks, counters, fixtures, cabinets, walls, ovens, and other surfaces affected by soap scum, hard water, mineral deposits, grease, and general buildup. However, certain types of buildup or staining cannot be fully removed without risking damage, particularly on older surfaces or areas that have not been maintained over time.

Salt and Slate Cleaning Company will not use harsh abrasives, metal tools, or aggressive scrubbing methods that could damage grout, tile sealants, enamel coatings, painted surfaces, or finishes. Protection of your surfaces always takes priority.

Salt and Slate Cleaning Company will attempt to remove stuck-on grime or residue from cabinets; however, heavily adhered buildup may require scrubbing that risks damaging or removing paint. Cabinets — especially those with older, matte, or water-based paint — are highly susceptible to burnishing or paint removal. In such cases, Salt and Slate Cleaning Company will clean as thoroughly as safely possible, even if some residue remains to avoid surface damage.

Salt and Slate Cleaning Company will clean oven interiors to the safest extent possible. Some ovens develop a permanent white or cloudy cast on the interior enamel due to past misuse of strong oven cleaners or degreasers. This chemical reaction etches or bonds the residue into the enamel, making it impossible to remove without causing damage.

Salt and Slate Cleaning Company will spot-clean walls only with the client's permission. Wall paint — especially flat, matte, or builder-grade paint — is highly susceptible to streaking, dull patches, burnishing, or paint removal when scrubbed.

Deteriorated, cracked, or discolored caulking, permanently stained grout, hard water etching, and mineral deposits that have bonded to surfaces over time are considered home maintenance issues. These conditions exist prior to our service and cannot be resolved through standard cleaning. Salt and Slate Cleaning Company is not responsible for the appearance of pre-existing material deterioration, and such conditions are not covered under our satisfaction guarantee.

Satisfaction Guarantee

Salt and Slate Cleaning Company stands behind every service with a 100% Satisfaction Guarantee. If any part of your cleaning is not completed to your standards, you must contact Salt and Slate Cleaning Company within 24 hours of the service so we can address it. Salt and Slate Cleaning Company will return to correct the specific area of concern as part of our service guarantee.

Salt and Slate Cleaning Company provides a 24-hour warranty period beginning when the cleaning is completed. If you are home during the appointment and notice something was missed, please mention it to the cleaner — they will gladly correct it before leaving. You may also call our office while the cleaner is still present so the matter can be resolved immediately.

Any concern submitted more than 24 hours after the appointment is considered outside the warranty period and may not be covered. Complaints must be filed within the 24-hour window to qualify under the satisfaction guarantee.

Because the 24-hour guarantee is offered at no additional cost to the customer, the same cleaners who performed the original service must complete the re-clean. If the customer declines a re-clean from the same cleaners or requests a different team, the 24-hour guarantee becomes void. In this case, no discounts, refunds, or compensation will be provided, and any further service will be billed as a new appointment.

Salt and Slate Cleaning Company is not responsible for repairing or replacing items that break or become damaged due to pre-existing wear, improper installation, instability, manufacturer defects, or incorrect usage.

Non-Solicitation Agreement

By using Salt and Slate Cleaning Company, you agree that you will not directly solicit, hire, engage, or contract with any employee, cleaner, contractor, or representative of Salt and Slate Cleaning Company for private work outside of the company during your period of service and for five (5) years after your last appointment.

If this agreement is violated, you agree to pay Salt and Slate Cleaning Company a fee of five thousand U.S. dollars (USD $5,000). This fee is a genuine pre-estimate of the damages that our company would suffer in the event of such breach. Salt and Slate Cleaning Company may immediately terminate service upon discovering such a violation.

Changes to Requested Services

Any changes to your appointment must be arranged through Salt and Slate Cleaning Company's office before the scheduled visit. Cleaners are not authorized to adjust the scope, pricing, or tasks on their own. If the customer requires any additional services or variations at the time the service is being performed, the customer must first contact Salt and Slate Cleaning Company by telephone. The cleaner is not authorized to agree to any changes to the service being provided, and the customer must not request such changes directly from the cleaner. All communication must go through our office, and we ask that any changes be made before 5 pm the day before your scheduled cleaning if possible.

Hourly Clients

Salt and Slate Cleaning Company books most cleanings at a flat rate so clients know the full price upfront. However, if you only need a few rooms cleaned or have a limited list of tasks, Salt and Slate Cleaning Company can book the appointment at an hourly rate.

With hourly service, cleaners work for the amount of time you purchase. Because hourly cleanings are time-based rather than task-based, Salt and Slate Cleaning Company cannot guarantee that all requested areas will be completed within the timeframe. If more time is needed, you may request additional hours at the applicable rate. Hourly cleanings do not qualify for the satisfaction guarantee or the 24-hour warranty.