Terms & Conditions
1. Terms
By accessing our website and doing business with us, you are agreeing to be bound by our Terms and Conditions, all applicable laws and regulations, and agree that you are responsible for compliance with any applicable local laws. If you do not agree with any of these terms, you are prohibited from accessing this site or using our services. Applicable copyright and trademark law to protect the materials contained in this website.
2. Our Employees Are Not Allowed To Ask For or Exchange Contact Information With Our Customers
To prevent any liability, our employees are not allowed to ask for or exchange contact information with our customers. Breaking this rule can result in the termination of the employee. We'd appreciate not asking for their contact information.
3. Cancellation/Rescheduling Policy
You can reschedule or cancel at any time.
If we're on our way to your property or we arrive at your property and you cancel, or you're not there, or you're not opening the door, full charge, non-refundable.
Please note that all sales are considered final and refunds are not permitted. If you schedule a first cleaning, deep cleaning, or moving cleaning, the payment is required upfront. However, if you need to cancel, reschedule, or postpone the cleaning, the amount paid can be used as a credit for future cleaning services. Please be aware that there is no fee for cancellations, but any payment made for the cleaning is non-refundable.
4. Non-solicitation of Captain Duster™ Employees
As our client, we ask that you agree not to solicit or hire any of our cleaning employees to work directly for you. Our employees are ordered to report any solicitation from part of any customer. If you wish to hire a present or past Captain Duster staff member for any home-related service outside your agreement with Captain Duster, our referral fee is $3,000. This fee is due within 30 days of notification from Captain Duster. If the fee is not paid, Captain Duster reserves the right to pursue other methods of collection.
5. Items that we do not clean and things we don't do
MOLD. Mold removal is a specialty. We are not liable for any mold-related risks in our client’s homes.
We will not clean hoarding homes, smoked-in homes, unreasonable dirty homes, or areas containing any animals & human body fluids, blood, feces, vomit, cat litter boxes, pests, nests, bird cages & urine, or excretions.
We don't use bleach or any industrial product to prevent intoxication. If you want us to use your products, ensure they are non-industrial and safe for our staff.
We don't clean screens.
We don't clean closets if they're left closed.
We don't clean under beds if the customer has not explicitly requested it.
For liability reasons, our employees can’t claim higher than a step stool or move objects or furniture over 35 pounds to protect them from injury. Our employees are not allowed to move furniture to prevent injury, break items, or damage to the floors.
We will not clean areas that are not reachable by a person using a one-step tool or duster.
If you want to clean behind heavy objects, please move them before the cleaning or contact us to arrange that with a team of men.
We don't supply garbage bags. We only supply cleaning products and cleaning tools.
We do not clean garbage cans.
We do not clean drains.
If you request a fridge cleaning, you must agree that fridge setting and items placement may vary from their original position.
If you have open shelves in your kitchen, such as kitchen cabinets, and you want us to clean them, you must let us know at the moment of the booking; otherwise, it will not get done.
We do not wax floors, we do not polish floors, we do not acid wash floors, or use buffer or polishing machines.
We do not remove grout, concrete or painting residue.
We do not detailed clean plastic blinds.
6. Right to refuse a service
We reserve the right to deny &/or stop service because of safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter & disconnected utilities.
Our employees have the choice to leave if the home is in an extremely unsanitary condition or if they feel unsafe/threatened.
If you book a cleaning that includes any items we don't clean, cleaners will refuse service & our cancellation policy will apply.
7. Change
We reserve the right to change this Agreement at any time, and the changes will be effective when posted through our website for the services or when we notify you by other means. We also may change or discontinue the Services. Your continued use of the Services indicates your agreement to the changes.
8. Chargebacks
All new customers, one-time bookings from previous customers, deep cleanings & moving cleanings will be charged upon booking no matter how far out you book. Your card will be charged for the full amount for the hours booked. The total amount will be adjusted later if the cleaning takes less or more time. If the cleaning takes less time, we will process a refund. If the cleaning takes more time, we will charge the remaining balance to the card on file. Payment is due at the time the cleaning is booked, we accept credit & debit cards.
By adding your credit card/debit card information to our website or giving your credit card/debit card over the phone, you authorize Captain Duster™ to charge your credit card above for agreed-upon purchases and affirm you understand that your information will be saved to file for further transactions on my account. Our system will put a hold on the total amount on your payment method on file 72 hours before the cleaning and charge the card after the cleaning is done. Once the hold is in process and payment is scheduled, it can’t be canceled, so payments will be charged as scheduled. You can reschedule your appointment if needed in those 72 hours, and it won’t charge twice.
9. Booking confirmation
Booking online doesn't guarantee you a spot for that date/time, email or phone with a confirmation will contact you.
10. Cleaning team
We always allocate one cleaner. Occasionally more cleaners may be needed due to the complexity of work or busy schedules.
11. Cleaning day preparation
We ask that you take a few minutes to tidy up your place to allow our cleaners easy access to the areas/surfaces to be cleaned. The cleaning price is 100% just for cleaning. If you’d like our cleaners to organize things for you, call us in advance to discuss pricing.
12. Pets
We will gladly work around pets. We ask that indoor activity be limited for cleaning efficiency & safety reasons, if your pet becomes anxious or presents a safety concern, Captain Duster™ reserves the right to remove its employees from your home.
Our employees are instructed not to enter a house if they believe an animal is a threat, pets could behave differently if the owner is not present. If our cleaning team has to go due to aggressive pets, our cancellation policy will apply.
13. Recurring service discount and cleaning plan
Recurring discounts will apply after the first cleaning service, if you skip the cleaning frequency, your price will be increased to the pricing level for the lower frequency. If you sign up for a cleaning plan, you can reschedule cleaning within a few days, but you can not skip cleanings. So if you are out of town or will not be at home, you must provide us with the key or code to enter to be able to enter your home to clean it, or we will charge you for the cleaning, full price. If you are uncertain about your availability or will not allow us to enter your home if you are not present, we recommend not signing up for a cleaning plan.
14. Lockouts
The client must make the service location accessible to Captain Duster™ cleaners on the scheduled service day. If the team is locked out of the Client’s home, we will call and text the Client to arrange for entry into the home, if contact is not made within 20 minutes of the arrival of the cleaning team, the scheduled cleaning will be skipped & you will be charged the full amount of the service, this fee is necessary to compensate the employees for unexpected lost revenue & time travel, to avoid the fee provide us with a key or code to gain entry to your home.
15. Use your vacuum
If you ask to use your vacuum, we will not assume or accept any liability for damage to the item. Because we are not responsible for the maintenance of the vacuum, we will not be responsible for any repairs to it. This is important because if the vacuum is not in working order when we arrive to clean your home, we will not be able to vacuum any floors. Be aware that if you don't have a professional vacuum and it slows down our speed, we will increase the cost of the cleaning.
16. Cleaning supplies
We provide the equipment & products needed to thoroughly clean your home, if you require us to use green cleaning products only, please let us know at the time you booked the service.
If you require us to use your cleaning supplies, we are not responsible for any damage associated with those products. If you request we use your cleaning chemicals & supplies, please have them ready so we can perform our cleaning service as efficiently as possible.
17. Break/Damage/Loss Policy
While these incidents are rare, the possibility of breakage or damage is present while we perform. Our cleaners exercise reasonable care when cleaning your home; we carry insurance for damage or breakage caused by our cleaners.
We are not liable for damage that is caused by old or items in bad condition; improper installation of an item in your home; artwork, collectibles, or family heirlooms not disclosed during the booking process; these items include, but are not limited to the following
Artwork, Collectibles & Family Heirlooms. These items are expensive & impossible to replace; the client should point out such items to us before starting service, please advise us on how you would like your fragile items handled & their care.
If you have valuable items in your home, please point them to the cleaners so they are aware of them or remove them before the cleaning. If something is lost in your house that you didn't point to us, we will not be able to help you, please make us aware of its existence and proof that it was there, at the time we arrived to your home. As we work in people's homes, anything that can be missing can be put on us, whether it could be another person or just a lost item.
Notification must be made within 24 hours of breakage/loss of any personal items. Identical replacement is always tried but not guaranteed.
18. Arrival Window
Due to the unpredictable nature of our business & unforeseen circumstances, traffic, weather, and mechanical problems, allow us the flexibility of scheduling our cleaning between 9:00 am & 5:00 pm. We generally do not run more than 60 minutes earlier or more than 90 minutes later than the scheduled appointment time, if we are running late we will call you or text you.
19. Late Fee
The first cleaning is due at the time of booking the cleaning. Recurring cleanings are due right after the cleaning is done. We charge a flat fee of $10 per week with a 2-week grace period. From day 60, we will use a collection agency to collect the payment.
20. Referral Service Provider
Captain Duster™ may refer to services created or provided by third parties not affiliated with Captain Duster™. Captain Duster™ is not responsible for such services and does not endorse or approve of them.
Captain Duster™ may provide services or refer you to third-party businesses. Some of these businesses have a common interest in the company.
21. Rebook your cleaners
Captain Duster™ strives to match you with the right cleaner for you and your home every time. We might send another cleaner if the cleaner we assigned to you is not available to work that day or is no longer working with us. We understand that when you like a specific cleaner, you want them to come every time and that is exactly what we try to do, but when it is not possible, please understand it. Remember that you are hiring Captain Duster™ (the company) and not our employees.
22. Send os on Writing each cleaning task you want us to do in your home
By booking a cleaning with Captain Duster™ you agree to be very clear and specific with your expectations so we can meet them. If you expect us to do something, please let us know exactly what it is because we customize the cleaning to each customer, and cleaning tasks vary in each house. If you expect to check our work after we finish cleaning your home, and you find something that we didn’t do but you didn’t mention, it will be up to you. For everything you want us to do in your home, please make sure you send us your requests by text message so it is in writing as proof, for us to guarantee you that it will get done. Otherwise, we will do only what is in our default checklist.
23. If your House Conditions are more than 4/10, from 1 being very clean and 10 being very dirty, please send us pictures of what needs to be cleaned.
When a house is 4/10 or higher on a scale of 1/10, 1 being very clean and 10 being very dirty, please send us a picture to determine if we are going to need to book more hours or more people to complete the job correctly.
24. How we charge our customers
We charge PER hour PER cleaner. Whatever the hourly rates we give you, it will be per person; you will pay additionally for each person. If we send one cleaner, you pay for one cleaner per hour. If we send two cleaners, you pay for 2 cleaners per hour. Managers or owners might provide services in busy times or whenever needed, in these cases, you pay per hour per person, no matter if we send the employees, managers, supervisors, or the owners. You will be charged for each person no matter what position in the company the occupied. This is not a non-profit organization; don't work for free. The final price may change depending on the actual conditions of the home. Please understand that we give estimates over the phone without seeing the property and people try to take advantage of that by suggesting that their house is cleaner than it is to get a cheaper price.
25. Our Captain's Guarantee (Only apply to customers that did not set up a time limit)
If you're not happy with the quality of the cleaning or the cleaner, we'll re-clean it, or assign you a different cleaner. You must agree to re-clean the things that were cleaned incorrectly. This guarantee expires within 24 hours, and the re-clean date must be scheduled no further than 48 hours after the cleaning is done. You must provide us with pictures for proof if the things were cleaned poorly to qualify for a re-clean or another cleaner. We don't guarantee we'll be able to clean everything in the time frame you booked. Always expect that the cleaning could take longer than estimated. We only guarantee to re-clean the things that were touched by our cleaners. You must be very specific about the things you want and don't want us to do. If something is missing because you did not mention it, we will not be able to help you because we are asking you to be very specific about the things you want us to do and the things you do not want us to do. There are no refunds or discounts for services provided, only a re-cleaning. If you set up a time limit, you don't qualify for our guarantee because you are limiting our work. Also, you can’t complain about things that were poorly done due to a time limit. Detail work takes time, and premium cleaning takes longer than average cleaning, so if you have high expectations, don't set up a time limit or you will not qualify for re-cleaning. If you want to be covered by our guarantee, don't set up a time limit and let us finish our job whatever it takes.
26. Drugs, guns, and adult objects
Our employees are instructed to leave a house that has visible guns, drugs, or adult objects. If you have guns, drugs, and adult objects, please hide them safetly or remove them before cleaning.
27. Sexual insinuations or inappropriate comments
Our team is women and we send them to our customer’s house to clean. They only go to clean. Please be respectful all the time and reserve any inappropriate comments or sexual insinuations if you don't want them to leave your house or call the police.
28. Prices reflected on the booking form, emails, or in your account are not final prices
When you book with Captain Duster, you book a lot of hours; our software will post a price that will change if the cleaning takes less or longer. The prices reflected are not the final price. The final cost will be updated after the cleaning is done.
29. We do not offer stains remove service or professional tile cleaner service
If you have a new construction or renewal, we can help you with traditional cleaning as wiping, dusting, scrubbing, vacuuming and mopping. We do not offer paint removal service, we do not offer post construction removal services, we do not remove stains in grout caused by paint, oils, concrete or any other material. For those issues you should call a professional tile cleaning service that will use a buffer and acid to clean the floors properly.
30. Provide gate codes, passcodes, or instructions to enter your home before the cleaning
Please make sure to provide specific instructions and explain clearly how you would like things done so we can meet your expectations. Provide gate codes and passcodes if needed.
If you don't provide gate codes or passcodes before the cleaning and that causes us to spend time waiting for you to answer or to give us access to your home, you will be charged for the time waiting at the same rate as our hourly rate for cleaning.
31. Gratuity
Tips are optional but are a great way to show appreciation to your cleaning pro.
32. Calls and conversations
All phone calls will be recorded, and we reserve the right to record all calls at any time. If you get in touch with us, your call will be recorded, and contacting us indicates you agree to be recorded. All emails, and text messages will be saved and stored safely. We record and save all conversations to ensure quality, to give training, etc.
33. Pets & Safety
In order to prevent any accidents, we request to our customers to have their pets up-to date with their vaccines, including rabies. If the pet is aggressive, please put it away. The medical cost caused by a pet to one of our team, will be pay by the customer.
34. Property Overall Temperature
In order to prevent any health related problems, we require a minimum temperature of 75°F in the property.