Terms of Service

📋Before We Come to Clean

There’s no need to “clean for the cleaner”—leave the cleaning to us!
To help us deliver the best possible results, here are a few things that make a big difference:

✅ Tidy up surfaces and floors before we arrive. Please put away toys, clothes, dishes, and personal items so we can focus on cleaning, not organizing.  If there’s significant clutter, we’ll do our best to clean around it—but we won’t move or reorganize personal belongings if the area is more than 50% covered.

✅ Secure pets comfortably out of the way. We love furry friends, but keeping them safe and out of our path helps us clean efficiently and safely.

✅ Help us preserve our work. If areas are soiled after we’ve cleaned them, we do not return to re-clean those spots for timing purposes.

These small steps help us give you the sparkling results you deserve—thank you for choosing Castle Fresh!

📲Communication

To ensure accuracy and proper handling of all things regarding scheduling, please notify us in writing via:

• Client portal: Message or submit a ticket
• Email: hello@castlefresh.com
• Text message: 720-446-6328

Verbal or informal requests made through your Cleaning Specialist may not be honored. We love connecting with our clients, and if a phone call feels like the easiest way to reach out, we’re always happy to chat—then follow up in writing to ensure everything’s clear and confirmed. Written notice helps us confirm accuracy and maintain a reliable schedule for you and your Cleaning Specialist.

⏳Rescheduling & Cancellation Policy

We understand that plans can change. To help us maintain a reliable schedule for both clients and cleaning specialists, the following policies apply:

• Rescheduling Notice: Please provide at least 48 business hours’ notice to reschedule or cancel an appointment without penalty. For Monday appointments provide notice the previous Thursday by 4:00pm.
• Cancellation Fee: Appointments canceled with less than 48 business hours notice will incur a $49 cancellation fee.
• Access Issues: If our team is enroute or arrives within the 1-hour scheduled window and cannot gain access to the home within 30 minutes, the full service price will be charged to cover time and travel.
• Weather & Emergencies: If rescheduling is necessary due to weather or emergencies, we’ll notify you promptly.

Our cleaning specialists are scheduled specifically for your appointment. Advance notice allows us to offer that time to another client and helps us fulfill our commitment to providing each team member with a full, reliable schedule.

** If a recurring cleaning is canceled by client, extra time/cost may be added to the next cleaning to address additional buildup. If Castle Fresh canceled the cleaning, we will ensure the cleaning is completed to satisfaction and no extra charges for additional time will apply.

📆 Holiday Schedule & Rescheduling

Castle Fresh House Cleaning is open for regular business during all national holidays except:

New Year’s Day • Memorial Day • Fourth of July • Labor Day • Thanksgiving • Christmas Day

• If your regularly scheduled cleaning falls on one of these holidays, please contact us to reschedule. 
• Available spots are first come, first served. We recommend reaching out early, as holiday weeks fill quickly.

💳 Payment Terms

We accept ACH, debit, and all major credit cards. 

• • A credit card processing fee of 3% will be applied to credit cards.This helps us offset rising card processing fees and keep our core service prices consistent for everyone.

• You can avoid this fee by paying with ACH or debit—both are free and easy.

• Payments are processed within 48 hours. 
• Outstanding balances must be cleared before your next cleaning is scheduled.

Payment is due on the day of service. All clients are required to keep a valid ACH, debit card, or credit card on file for processing payments.

Cleaning schedule requests are not confirmed until a payment method is on file.

🏡 Home Access, Parking & Weather Conditions

• If you want us to enter without you present, please ensure that accurate instructions are provided, correct entry codes are confirmed and alarm systems are disarmed. Time spent solving access issues factors into service time.
•  Please share any special parking instructions needed. Safety, legality, and feasibility of parking may impact our ability to begin service and moving a vehicle every 2 hours is included in cleaning service time.
• If metered parking is required, client will be charged applicable fees.
• If your street requires street sweeping it is the client’s responsibility to notify Castle Fresh of street sweeping schedule and provide alternate parking options.
• Snow & Access: Colorado weather can be unpredictable. Please ensure walkways are shoveled and street access is clear following snowfall so our team can arrive safely and on time.
• Home Temperature: For safety and performance, please maintain airflow or AC during warm months or notify us if no AC is present so we schedule early in the day.

Summer: During hot months, please have your air conditioning running. If you do not have AC, we kindly ask that windows be open and fans running. Our team works hard and it’s difficult to perform quality service when indoor temperatures exceed 80°F. If your home does not have AC, please notify us in advance so we can schedule your cleaning earlier in the day.

Winter: Please ensure your home is heated to at least 65°F during colder months to maintain a safe and comfortable working environment.

🧽 Lack of Maintenance

If buildup or lack of maintenance requires a second or third treatment, it’s not a reflection of effort—it’s simply that what takes time to accumulate often takes time to remove. We’re always happy to explain this further and ensure expectations are clear.

🐾 Pets & Allergens

• We’re happy to work around friendly pets. If your pet gets anxious or tends to bark during cleanings, please secure them to help everyone feel at ease.
• People-friendly pets can be unsecured while we are in your home. However if your pet will experience anxiety during cleaning or consistently bark at our cleaning specialists please make the necessary arrangements so they are more comfortable. 
• For small animal litter or bedding cleanup, please supply your vacuum to prevent allergens from being transported to other clients’ homes. This must be left in a conspicuous location near the area and mentioned to office staff when booking. 

🚫 What is NOT included:

To keep our services safe and focused, the following tasks are not included in our services:

• Contact or cleaning of mold, bodily fluids, pet waste, vomit, etc. this includes emptying toddler potty chairs
• Moving heavy furniture or appliances 
• Exterior window or home cleaning
• Cleaning any surface that can’t be reached with a 2-step ladder
• Decluttering or organizing personal items
• Fireplace or HVAC vents
• Laundry services (washing, drying, folding)
• Dishwashing or food prep
• Disposal of large trash items, hazardous materials or hauling trash off site
• Pre-existing Conditions: We are not responsible for damage due to wear, improper installation, or pre-existing issues.

Not sure if something’s included? Just ask—we’re happy to clarify or refer you to a trusted specialist.

 📸 Client Photo Use

We take pride in our work, and occasionally, we’d like to snap some photos to capture the beauty of your home post-clean. Your privacy matters to us, and we’ll never share personal information, identifiable features or details in these photos. By continuing to use Castle Fresh, you agree to let us take and use these photos as described above. If you ever have any concerns about this, please don’t hesitate to reach out to us

🤝 Client Responsibilities

Clients agree to:

• Secure or remove fragile or irreplaceable items
• Ensure home conditions are safe and sanitary
• Provide toilet brushes at each toilet to ensure they are cleaned sanitarily
• Keep pathways free of clutter that restrict cleaning
• Notify us of any functional issues (leaks, broken fixtures, etc.) that may affect cleaning

🛡️ Employee Protection & Non-Solicitation

To protect our team and business operations, clients agree not to directly hire or solicit employment of any Castle Fresh House Cleaning employee for cleaning or related services within our service area while actively receiving services from Castle Fresh—and for a period of twelve (12) months following the end of service.

If this policy is violated, a $2,500 recruitment and training fee will be charged to the client. This fee is due immediately upon receipt of notice.

All employees have signed a Non-Solicitation Agreement effective during employment and for a 2-year period following employment. 

📋 Scope of Work

Service details must be finalized in advance. Changes cannot be made at the time of cleaning without prior office approval.

• No add-ons, substitutions, or last-minute requests may be made directly with your cleaning specialist.
• All adjustments must go through the Castle Fresh office to ensure proper scheduling, pricing, and preparation.
• This allows your cleaning specialist to arrive focused and ready to deliver the service you’ve booked—without disruptions.

These guidelines help us maintain consistency, efficiency, and a smooth experience for both clients and staff.

💁‍♀️ Gratuities

Tipping is entirely optional and always appreciated.

If you’d like to leave a gratuity, you’re welcome to do so via:

• Cash: Please label it as Castle Fresh or Tip if left when you aren’t home
• Venmo: @castle-fresh, last 4 digits: 4188
• Add it to your payment—you can also set up a recurring tip to be charged automatically with your service.

We’re grateful for your generosity and proud to pass 100% of tips directly to your cleaning specialist.

🛠️ Damage & Breakage Policy

We take care in your home, but occasionally accidents happen. We may repair or reimburse for damage caused by our team’s negligence.

We do not cover:

• Items not properly secured or already unstable
• Blinds (they are fragile and often already damaged)
• Wear-and-tear or pre-existing damage
• Delicate décor placed in high-risk areas

Clients should secure valuables and fragile items prior to service.

🏅 Castle Fresh Guarantee

We want you to feel truly delighted after every clean.

We stand behind our work—if anything doesn’t meet expectations, just let us know within 24 hours. We’ll gladly return to re-clean any missed areas and make it right.

Please note:

• The guarantee applies only to areas included in the booked service level.
• Re-clean visits focus specifically on the areas reported.
• If recurring service is skipped or delayed by the client, additional time may be required at the next service due to natural buildup.

✋ Right to Refuse or Terminate Service

To protect the well-being of our team, we may decline service if we encounter hazardous conditions such as feces, urine, vomit, blood, carcasses, insects, infestations, or other biohazards. If these conditions are not disclosed prior to arrival, the visit will be treated as a late cancellation and charged at the full service rate.

We also reserve the right to decline or discontinue service due to:

• Unsafe or unsanitary environments
• Harassment or inappropriate behavior, this includes comments on appearance, standing too close, asking unsolicited personal questions
• Repeated cancellations or no-access visits
• Nonpayment or overdue balances
• Any situation that compromises the health or safety of our staff

📝 Changes to Terms

Castle Fresh may update these Terms at any time. Updated terms will be posted on our website with a revised effective date. Continued use of our services indicates acceptance.

📞 Contact Information

For questions, feedback, or support:
Main: (720) 676-6400
Email: hello@castlefresh.com

These Terms and Conditions are agreed upon between Castle Fresh and the Client. These Terms and Conditions are incorporated into the Scope of Work as if they were part of the same document. The Scope of Work may apply terms not stated here.