Terms & conditions.
Please read carefully.
1. Terms
By using our website and services, you're agreeing to these Terms & Conditions and all applicable laws. If anything here doesn't work for you, we ask that you don't use our site or services
2. Contact Information Between Employees and Customers
To keep things professional and protect everyone involved, our team members aren't allowed to exchange personal contact information with customers. We appreciate you respecting this boundary — it helps us maintain a safe, professional experience for you and our team
3. Cancellation & Rescheduling
You're free to reschedule your appointment at any time at no charge, as long as our team hasn't already departed to your home. If we're on our way or have already arrived and you cancel, aren't home, or don't answer the door, the full charge applies. All sales are final and we do not offer refunds. For first-time cleanings, deep cleanings, and move-out cleanings, payment is required upfront. If you need to cancel before our team departs, the amount you paid becomes a credit for future services. There is no cancellation fee, but payments are non-refundable
4. Non-Solicitation
We've invested a lot in building and training our team. By using our services, you agree not to directly or indirectly hire or solicit any of our employees to provide services outside of Captain Duster. We appreciate your cooperation on this one
5. What We Don't Clean
There are some things that fall outside our scope: Mold removal — this requires a specialized service, and we can't be held liable for mold-related risks in your home. Hoarding situations, smoked-in homes, homes with excessive dirt, or areas with animal waste, bodily fluids, pest infestations, bird cages, or litter boxes. If you've paid upfront for a home with these conditions and we can't provide service, a $200 fee applies to cover our costs. We don't use bleach or industrial-strength products. If you'd like us to use your own products, please make sure they're safe and non-industrial. Screens, closed closets, and under beds aren't included unless you specifically request them. Our team can't climb higher than a step stool or move items over 35 lbs — this is for their safety and the protection of your belongings. Areas that aren't reachable with a one-step tool or duster. If you need behind heavy objects cleaned, please move them before we arrive or contact us to arrange help. We don't provide garbage bags — just cleaning products and tools. Garbage cans and drains aren't included. If you request a fridge cleaning, please understand that settings and item placement may shift. Open kitchen shelves and cabinets — let us know at booking if you want these cleaned, otherwise they may be skipped. We don't wax floors, polish floors, perform acid washes, or use buffing machines. Grout, concrete, hard water stains, rust, paint residue, or other tough stains aren't something we remove. We don't detail-clean plastic blinds. Wall wiping isn't included; dusting is available if you ask. We don't supply laundry detergent, dishwasher detergent, or dish soap. We're a cleaning company — if you need help with something beyond cleaning, feel free to ask, but management will evaluate whether the request fits within our policies and insurance coverage
6. Right to Refuse Service
We reserve the right to stop or deny service due to safety concerns, inappropriate situations, weapons on the premises, severe clutter, or disconnected utilities. Our team can leave if conditions are extremely unsanitary or if they feel unsafe. If a booking includes items we don't clean, our cleaners will decline the job and our cancellation policy applies
7. Changes to These Terms
We may update these terms from time to time. Changes take effect when posted on our website or when we notify you. Continued use of our services means you're accepting the updated terms
8. Payment & Chargebacks
All new customers, one-time bookings, deep cleanings, and move-out cleanings are charged at the time of booking — regardless of when the cleaning is scheduled. We accept credit and debit cards, and all sales are final. By providing your card info, you authorize us to charge it for agreed-upon services. Your info is saved securely for future transactions. Our system places a hold on the total amount 72 hours before the cleaning and charges after completion. Once the hold process begins, it can't be canceled — payments will go through as scheduled. You can reschedule within those 72 hours without being charged twice
9. Booking Confirmation
Booking online doesn't guarantee a spot for the date and time you selected. We'll confirm your appointment by email or phone
10. Cleaning Team
We usually assign one cleaner per job, but sometimes we'll send more depending on the scope of work or our schedule
11. Cleaning Day Prep
If you have flat-rate pricing and want our team to organize items for you, please call us ahead of time so we can discuss pricing
12. Pets
We're happy to work around your pets, but we ask that indoor activity be limited while we're there for efficiency and safety. If your pet becomes anxious or poses a safety concern, our team may need to leave. Pets can behave differently when their owner isn't home — if our team has to leave due to an aggressive pet, our cancellation policy applies
13. Recurring Service Discounts & Cleaning Plans
Recurring discounts kick in after your first cleaning. If you skip a scheduled frequency, your price adjusts to the lower-frequency rate. If you're on a cleaning plan, you can reschedule within a few days but can't skip cleanings. If you're away, you'll need to provide a key or entry code — otherwise we'll charge for the cleaning at full price. If you're unsure about availability or don't want us entering when you're not home, a cleaning plan may not be the best fit
14. Lockouts
Please make sure we can access your home on cleaning day. If we're locked out, we'll call and text. If we don't hear back within 20 minutes, we'll skip the cleaning and the full charge applies. This covers our team's lost time and travel. To avoid this, please provide a key or entry code
15. Using Your Vacuum
If you'd like us to use your vacuum, we can — but we won't be liable for any damage since we don't maintain it. If it's not working when we arrive, we won't be able to vacuum. If your vacuum slows us down, the cleaning cost may increase
16. Cleaning Supplies
We bring everything needed for a thorough clean. If you prefer green-only products, let us know when you book. If you want us to use your own supplies, that's fine, but we can't be responsible for any damage from those products. Please have them ready when we arrive
17. Breakage, Damage & Loss
Accidents are rare, but they can happen. Our team takes reasonable care, and we carry insurance for damage or breakage caused by our cleaners. We're not liable for damage to old or fragile items, improperly installed items, or artwork, collectibles, and heirlooms you didn't tell us about. If you have valuable items, please point them out or remove them before we start. If something goes missing that wasn't brought to our attention, and we have no proof it was there, we may not be able to help. Please report any breakage or loss within 24 hours. We'll do our best to replace or repair, though an identical replacement may not always be possible. We're also not responsible for damage to window screens that were already worn out or weakened
18. Arrival Window
Due to the nature of our work — traffic, weather, and other surprises — please allow flexibility in scheduling between 9:00 AM and 5:00 PM. We generally won't arrive more than 60 minutes early or 90 minutes late. If we're running behind, we'll call or text to keep you posted
19. Late Fees
First-cleaning payment is due at booking. Recurring payments are due right after cleaning. After a 2-week grace period, a $10/week late fee applies. If payment isn't received within 60 days, the account goes to collections
20. Referral Services
We may occasionally refer you to third-party providers. While we aim to recommend good ones, we're not responsible for their services and don't officially endorse them
21. Cleaner Assignments
We try to match you with the same cleaner, but if yours isn't available, we'll send someone else. We'll do our best to accommodate preferences, but it's not always possible. When you hire Captain Duster, you're hiring the company, not just one person
22. Be Specific About What You Need
Please be clear and specific about your expectations so we can meet them. If you want something particular done, let us know — every home is different, and tasks vary. If something wasn't mentioned and wasn't done, we can't be held responsible. For the best results, send your requests via text so we have a written record
23. Homes That Need Extra Attention
If your home is a 4 or higher on a 1-10 cleanliness scale (1 being very clean, 10 being very dirty), please send us photos. This helps us plan the right amount of time and cleaners. If the actual condition differs from what you described, it can affect quality and the final cost may be higher than the estimate
24. How We Charge
We charge per hour, per cleaner. If we send one cleaner, you pay for one. If we send two, you pay for two. Managers or owners may step in during busy times, and the same hourly rate applies per person. Phone estimates are based on what you tell us — if the home's condition differs, pricing may be adjusted
24A. Estimate Adjustments
Our estimates are based on the info you provide — cleanliness ratings, photos, videos, descriptions. If the home is significantly different when we arrive, we may adjust the scope, duration, and pricing. We'll let you know before making changes. If we can't reach you, we'll stick to the original plan and any additional work can be scheduled separately
25. The Captain's Guarantee
(Only for customers who didn't set a time limit) Not happy with the clean? We'll re-clean the areas of concern or send a different cleaner. To qualify: request a re-clean within 24 hours and schedule it within 48 hours. You'll need photos showing the areas weren't properly cleaned. This guarantee only covers areas our team actually cleaned. We don't guarantee completing everything in a specific timeframe unless agreed in advance. There are no refunds or discounts — only re-cleaning. If you set a time limit, the guarantee doesn't apply since it limits our ability to do the job thoroughly
26. Drugs, Weapons & Adult Items
Our team will leave any home where drugs, visible weapons, or adult objects are present. Please make sure these are safely stored or removed before we arrive
27. Respectful Environment
Our team members are professionals. Inappropriate comments or sexual behavior won't be tolerated. If this happens, our cleaners will leave immediately, and authorities may be contacted
28. Pricing Estimates
Prices shown on the booking form, emails, or your account are estimates based on hours booked. The final price may change depending on actual time spent. We'll update the total after cleaning is complete
29. Stain & Tile Cleaning
We don't offer stain removal or professional tile cleaning. For new construction or renovation cleanups, we handle traditional cleaning (wiping, dusting, scrubbing, vacuuming, mopping) — but not paint removal, construction debris removal, or grout cleaning for paint, oil, or concrete stains
30. Access Codes & Entry Instructions
Please provide any gate codes, passcodes, or entry instructions before your appointment. If we can't get in due to missing information and it causes delays, you'll be charged for wait time at our hourly rate
31. Tips
Tips are never expected but always appreciated. You can tip in cash directly to your cleaner or through our payment system
32. Recorded Communications
Phone calls may be recorded for quality and training purposes. Emails and texts are saved securely. By contacting us, you agree to this
33. Pet Safety & Vaccines
Please make sure your pets are up to date on vaccines, including rabies. If your pet is aggressive, please secure them before we arrive. If a pet injures a team member, medical expenses are the customer's responsibility
34. Temperature Requirements
For the health and comfort of our team, please keep your property at a minimum of 75°F during the cleaning
35. Coupons & Promotions
If you receive a discount for signing up for recurring service, you must keep the service active for at least three months. Cancel early, and you'll be charged for the discount that was applied — both yours and the referrer's
36. Wet Floors
Floors may be wet and slippery during and after cleaning. Captain Duster isn't responsible for accidents related to wet floors. Please be careful and wait until surfaces are completely dry before walking on them
37. Your Data
By sharing your personal information with us, you agree to our privacy policy. We're committed to protecting your data and won't share it with third parties without consent, except where required by law
38. Insurance
We carry liability insurance for damages caused by our employees during their work. We're not responsible for damage to items in poor condition, faulty installations, or valuables you didn't tell us about
39. Disputes
If you have a concern about our service, please contact us within 24 hours. We'll work to resolve it. If we can't reach an agreement, both parties agree to mediation before taking legal action
40. Property Access
It's your responsibility to provide access on the scheduled date and time. If we can't get in due to client negligence, a no-access fee applies. Repeated issues may result in termination of service
41. Price Adjustments
We periodically adjust pricing to maintain quality. You'll always get advance notice, and new rates typically apply after your next scheduled cleaning
42. Fire Safety
We ask that you have a working fire extinguisher in an accessible location. When our cleaner arrives, please show them where it is. We may update these guidelines from time to time and will notify you of any changes
Service Refusal & Safety Policy
Your safety and our team's safety come first. We may deny, postpone, or stop service if: Weapons, hazardous materials, or illegal substances are present Anyone creates a hostile, harassing, or inappropriate environment The home has severe clutter, hoarding conditions, pest infestations, biohazards, or strong odors Utilities (water, electricity, heating/AC, restrooms) aren't working Requests fall outside cleaning — like handyman work, moving heavy furniture, pet care, or running errands Our staff feel unsafe or threatened at any point If service is refused or stopped for any of these reasons, it counts as a same-day cancellation and applicable fees apply. Please prepare your home by removing excess clutter and making sure utilities are working. If you're not sure whether your situation qualifies, reach out ahead of time and we'll figure it out together