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You deserve a break. Coming home to a clean place gives you a boost of energy. Now, you can do what you want without feeling tired. It's refreshing, like a mini-vacation.
1. Terms
By accessing our website and doing business with us, you agree to our Terms and Conditions, all applicable laws and regulations, and accept responsibility for compliance with any local laws. If you do not agree with any of these terms, we kindly ask that you refrain from accessing this site or using our services.
2. Our employees are not allowed to ask for or exchange contact information with our customers
To ensure a professional relationship and prevent any potential issues, our employees are not allowed to ask for or exchange contact information with our customers. We appreciate your understanding and kindly ask that you avoid requesting their contact information. This policy helps us maintain a safe and professional environment for everyone involved.
3. Cancellation/Rescheduling Policy
You are free to reschedule or cancel your appointment at any time. However, if we are on our way to your property or have already arrived, and you cancel, are not present, or do not answer the door, the full charge will apply and is non-refundable.
Please note that all sales are final and we do not offer refunds. If you schedule a first cleaning, deep cleaning, or move-out cleaning, 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 services. While there is no fee for cancellations, any payment made for the cleaning is non-refundable.
4. Non-solicitation of Captain Duster employees
Captain Duster (the “Company”) has invested substantial time and resources into recruiting, training, and retaining its employees and workers to ensure the highest quality of service for our customers. By engaging the Company and utilizing its services, you agree not to directly or indirectly solicit or encourage any of our employees or workers to provide any type of services to you or others outside of the Company. We appreciate your understanding and cooperation.
5. Items that we do not clean and things we don't do
- Mold removal requires a specialized service. We are not equipped to handle mold-related issues, and we cannot be held liable for any mold-related risks in our clients’ homes.
- We are unable to clean hoarding homes, smoked-in homes, homes with excessive dirt, or areas containing animals, human body fluids, blood, feces, vomit, cat litter boxes, pests, nests, bird cages, urine, or excretions. If you paid upfront for a house with these conditions and we are unable to provide the service, a $200 fee will be applied to cover the costs.
- To ensure the safety of our team, we do not use bleach or any industrial-strength products. If you prefer we use your own cleaning products, please make sure they are safe and non-industrial.
- We do not clean screens, closed closets, or under beds unless explicitly requested. For liability reasons, our employees cannot climb higher than a step stool or move objects or furniture over 35 pounds. We want to ensure both their safety and the protection of your belongings.
- We do not clean areas that are not reachable by someone using a one-step tool or duster. If you need areas behind heavy objects cleaned, please move them before we arrive or contact us to arrange for a team that can assist.
- We do not provide garbage bags, only cleaning products and tools.
- We do not clean garbage cans or drains.
- If you request a fridge cleaning, please note that fridge settings and item 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, please let us know at the time of booking; otherwise, they may be left uncleaned.
- We do not wax floors, polish floors, perform acid washes, or use buffer or polishing machines.
- We do not remove grout, concrete, hard water stains, rust stains, paint residue or any other stain hard to remove.
- We do not detail clean plastic blinds.
- We do not wipe down walls; dusting is available if requested.
- We do not supply laundry detergent, dishwasher detergent, or dish soup.
6. Right to refuse a service
We reserve the right to deny or stop service due to safety concerns, inappropriate or uncomfortable situations, weapons on the premises, severe clutter, or disconnected utilities. Our employees have the choice to leave if they find the home in an extremely unsanitary condition or if they feel unsafe or threatened. If you book a cleaning that includes any items we don't clean, our cleaners will refuse service, and our cancellation policy will apply.
7. Changes
We reserve the right to change this Agreement at any time, with changes becoming effective when posted on our website or when we notify you by other means. We may also 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, and move-out cleanings will be charged upon booking, regardless of how far in advance the booking is made. Your card will be charged for the full amount for the hours booked, with adjustments made if the cleaning takes less or more time. If the cleaning takes less time, we will process a refund. If it takes more time, we will charge the remaining balance to the card on file. Payment is due at the time of booking, and we accept credit and debit cards. By providing your card information, you authorize us to charge it for agreed-upon purchases and understand that your information will be saved for future transactions. Our system will put a hold on the total amount 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 cannot be canceled, so payments will be charged as scheduled. You can reschedule your appointment if needed within those 72 hours, and it won’t be charged twice.
9. Booking confirmation
Booking online doesn’t guarantee a spot for the selected date/time. We will confirm your appointment via email or phone.
10. Cleaning team
We typically allocate one cleaner per job, but occasionally, more cleaners may be needed due to the complexity of work or busy schedules.
11. Cleaning day preparation
If you have a flat rate pricing and would like our cleaners to organize things for you, please call us in advance to discuss pricing.
12. Pets
We are happy to work around pets, but we ask that indoor activity be limited for cleaning efficiency and 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 may behave differently if the owner is not present. If our cleaning team has to leave due to aggressive pets, our cancellation policy will apply.
13. Recurring service discount and cleaning plan
Recurring discounts apply after the first cleaning service. If you skip the cleaning frequency, your price will increase 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 cannot skip cleanings. If you are out of town or will not be at home, you must provide us with the key or code to enter your home, or we will charge you for the cleaning at full price. If you are uncertain about your availability or will not allow us to enter your home when 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 to arrange entry. If contact is not made within 20 minutes of the arrival of the cleaning team, the scheduled cleaning will be skipped, and you will be charged the full amount of the service. This fee is necessary to compensate the employees for unexpected lost revenue and travel time. To avoid the fee, please provide us with a key or code to gain entry to your home.
15. Use your vacuum
If you ask us 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. If the vacuum is not in working order when we arrive, we will not be able to vacuum the floors. Please note that if your vacuum slows down our cleaning speed, we may increase the cost of the cleaning.
16. Cleaning supplies
We provide the equipment and products needed to thoroughly clean your home. If you require us to use green cleaning products only, please let us know when you book the service. If you prefer that we use your own cleaning supplies, please understand that we cannot be responsible for any damage associated with those products. To ensure a smooth and efficient cleaning process, please have the supplies ready when we arrive.
17. Break/Damage/Loss Policy
While these incidents are rare, the possibility of breakage or damage exists while we perform our services. Our cleaners exercise reasonable care when cleaning your home, and we carry insurance for any damage or breakage caused by our cleaners.
We are not liable for damage caused by old or fragile items, improper installation of items in your home, or artwork, collectibles, or family heirlooms not disclosed during the booking process. These items include, but are not limited to:
- Artwork, collectibles, and family heirlooms. These items are often expensive and impossible to replace. Please point out such items to us before we start the service, and advise us on how you would like your fragile items handled.
If you have valuable items in your home, please point them out to the cleaners or remove them before the cleaning. If something is lost in your home that was not pointed out to us, we will not be able to assist. Please make us aware of its existence and provide proof that it was there when we arrived. As we work in people’s homes, anything missing could be attributed to us, whether it is due to another person or simply a lost item.
Notification of any breakage or loss of personal items must be made within 24 hours. We will make every effort to replace or repair the item, but an identical replacement may not always be possible.
18. Arrival window
Due to the unpredictable nature of our business and unforeseen circumstances like traffic, weather, or mechanical problems, please allow us the flexibility of scheduling your cleaning between 9:00 am and 5:00 pm. We generally do not arrive more than 60 minutes earlier or 90 minutes later than the scheduled appointment time. If we are running late, we will call or text you to keep you informed.
19. Late Fee
Payment for the first cleaning is due at the time of booking. Recurring cleaning payments are due immediately after the cleaning is completed. A late fee of $10 per week will be charged after a 2-week grace period. If payment is not received within 60 days, we will refer the account to a collection agency.
20. Referral Service Provider
Captain Duster may refer you to services provided by third parties not affiliated with Captain Duster. While we aim to recommend reputable providers, we are not responsible for the services provided by these third parties and do not endorse or approve of them.
21. Rebook your cleaners
We strive to match you with the right cleaner for you and your home every time. If the cleaner we assigned to you is not available on a particular day or is no longer working with us, we may send another cleaner. We understand that you may prefer a specific cleaner, and we will do our best to accommodate your preferences, but please understand that it may not always be possible. Remember that when you hire Captain Duster, you are hiring the company, not just an individual employee.
22. Send us in writing each cleaning task you want us to do in your home
By booking a cleaning with Captain Duster, you agree to be clear and specific with your expectations so that we can meet them. If you expect us to do something specific, please let us know exactly what it is because we customize the cleaning for each customer, and tasks can vary from home to home. If you intend to check our work after we finish, please understand that if something was not done because it wasn't mentioned, we will not be held responsible. To ensure your requests are fulfilled, please send them to us via text message so that we have a written record.
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 a 4/10 or higher on a scale of 1 to 10 (1 being very clean and 10 being very dirty), please send us a picture so we can determine if we need to book more hours or assign additional cleaners to complete the job correctly. Please note that if the house condition is not accurately described, it may affect the quality of the cleaning, and the final cost could be significantly higher than the initial estimate.
24. How we charge our customers
We charge per hour per cleaner. Whatever hourly rate we give you is per person, so you will pay accordingly for each cleaner assigned to your home. If we send one cleaner, you pay for one cleaner per hour. If we send two cleaners, you pay for two cleaners per hour. Managers or owners may provide services during busy times or when needed, and in such cases, the hourly rate applies to each person, regardless of their position in the company. The final price may change depending on the actual condition of the home. Please understand that phone estimates are based on the information provided, and any discrepancies may lead to an adjustment in pricing.
25. Our Captain's Guarantee (Only applies to customers who did not set a time limit)
If you're not happy with the quality of the cleaning or the cleaner, we'll re-clean the areas of concern or assign a different cleaner. To qualify for this guarantee, you must agree to a re-clean within 24 hours and schedule it no more than 48 hours after the initial cleaning. You must also provide pictures to prove that the areas were not cleaned properly. We do not guarantee that everything will be cleaned within a specific timeframe unless agreed upon beforehand. The guarantee applies only to areas that were touched by our cleaners. To ensure satisfaction, please be very specific about what you want and do not want us to do. There are no refunds or discounts for services provided, only re-cleaning. If you set a time limit, you do not qualify for our guarantee because it restricts our ability to complete the job thoroughly. Premium cleaning takes time, so if you have high expectations, do not set a time limit, and let us complete the job as needed.
26. Drugs, guns, and adult objects
Our employees are instructed to leave any house where drugs, visible guns, or adult objects are present. If you have these items, please ensure they are safely hidden or removed before our team arrives.
27. Sexual insinuations or inappropriate comments
Our team members are professionals, and we ask that you treat them with respect. Inappropriate comments or sexual insinuations will not be tolerated. If such behavior occurs, our cleaners have the right to leave the premises immediately, and the authorities may be contacted if necessary.
28. Prices reflected on the booking form, emails, or in your account are not final prices
When you book with Captain Duster, the price you see reflects an estimate based on the hours booked. The final price may change if the cleaning takes less or more time. The final cost will be updated after the cleaning is completed.
29. We do not offer stain removal services or professional tile cleaning services
If you have a new construction or renovation project, we can help with traditional cleaning tasks such as wiping, dusting, scrubbing, vacuuming, and mopping. However, we do not offer paint removal services, post-construction debris removal, or grout cleaning for stains caused by paint, oils, concrete, or other materials. For these specialized services, please contact a professional tile cleaning service.
30. Provide gate codes, passcodes, or instructions to enter your home before the cleaning
Please ensure you provide any necessary gate codes, passcodes, or specific instructions on how to enter your home before the cleaning appointment. If we are unable to access your home due to a lack of information, and this causes delays, you will be charged for the time spent waiting at the same rate as our hourly cleaning rate.
31. Gratuity
Tips are entirely optional, but they are a wonderful way to show appreciation for your cleaning professional’s hard work. If you would like to leave a tip, you can do so in cash directly to the cleaner or through our payment system.
32. Calls and conversations
Please note that all phone calls may be recorded for quality assurance and training purposes. By contacting us, you agree to the possibility of your call being recorded. Similarly, all emails and text messages will be saved and stored securely. This is to ensure the highest quality of service and to help us train our staff effectively.
33. Pets & safety
To prevent any accidents, we kindly request that your pets are up-to-date with their vaccines, including rabies, before our team arrives. If your pet is known to be aggressive or poses a safety risk, please secure them in a safe area. In the unfortunate event that a pet causes injury to one of our team members, the medical expenses will be the responsibility of the customer.
34. Property overall temperature
To prevent any health-related issues for our team, we require that the temperature inside the property is maintained at a minimum of 75°F during the cleaning. This ensures a comfortable and safe working environment for our cleaners.
35. Coupons & promotions
If you receive a discount coupon for booking a recurring service, you must maintain the service without interruption for at least three months. If you cancel the service before this period, you will be charged for the discount applied to both you and the person who referred you at the time of cancellation. This policy is in place to prevent abuse of our promotional offers.
36. Wet floors disclaimer
During the cleaning process, floors may become wet and slippery. Please be aware that Captain Duster is not responsible for any accidents, injuries, or damages resulting from wet floors during or after our service. We advise all clients and occupants to exercise caution and avoid walking on freshly cleaned surfaces until they are completely dry. Your understanding and cooperation are greatly appreciated.
37. Personal data protection
By providing your personal data to Captain Duster, you agree to our privacy policy, which includes the collection, use, and protection of your personal information. We are committed to safeguarding your data and will not share it with third parties without your consent, except as required by law.
38. Insurance and liability coverage
Captain Duster carries liability insurance to cover damages and losses caused by our employees during their duties. However, we are not responsible for damages caused by items in poor condition, faulty installations, or valuable items not previously indicated. It is the client’s responsibility to ensure such items are properly safeguarded.
39. Claims process and dispute resolution
If you have a dispute or claim regarding our services, please contact us within 24 hours of the service. We will do our best to resolve the issue amicably. If a resolution cannot be reached, both parties agree to submit to mediation before pursuing any legal action.
40. Property access
It is the client’s responsibility to provide adequate access to the property on the scheduled date and time. If our team is unable to access the property due to client negligence, a no-access fee will apply. If this issue occurs repeatedly, Captain Duster reserves the right to terminate the service.
41. Price increase
We periodically adjust the prices of our services to maintain the highest quality standards. You will always receive advance notice of any changes, and typically, the new rates will apply after your next scheduled cleaning.
42. Friendly Fire Safety Reminder for Our Valued Clients
Fire Safety First!
We care deeply about your safety and the safety of our cleaning professionals. To help us maintain a secure environment, we kindly ask that you have a working fire extinguisher in your home, placed in an easily accessible location. Regular maintenance of your fire extinguisher, according to the manufacturer’s instructions, ensures it’s ready to use when needed.
Help Us Keep Everyone Safe
When our cleaning professional arrives, please take a moment to show them where your fire extinguisher is located. This simple step helps ensure that we’re all prepared in case of an emergency.
Keeping You Informed
By booking our services, you’re acknowledging and agreeing to this fire safety request. We value your understanding and are here to answer any questions you might have about it!
Keeping Up to Date
We may update these guidelines from time to time to ensure the safety and satisfaction of all our clients and staff. If we make any changes, we’ll let you know through email or on our website.
Thank You for Your Understanding!
Your safety and satisfaction are at the heart of everything we do. By working together, we can ensure a safe and clean home for everyone. If you have any questions or concerns, please don’t hesitate to reach out—we’re here to help!
Important Information About Our Service:
Your Safety and Ours
The safety of both you and our cleaning professionals is our top priority. We kindly ask that you maintain a safe environment for our team by securing pets, addressing any hazardous conditions, and making sure your home is ready for cleaning. We carry insurance to cover any work-related injuries, so rest assured that our team is taken care of if something happens. However, we are not responsible for injuries that occur due to unsafe conditions in your home.
Unexpected Events
In the rare event that we’re unable to perform the service due to circumstances beyond our control (like extreme weather), we’ll do our best to reschedule with you as soon as possible.
Time Limits on Claims
If you notice any issues with our service, please let us know within 48 hours so we can address them promptly. Claims made after this period may not be eligible for review.
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