Twelve Cleaning – Residential Service Terms
By scheduling, approving, or continuing services with Twelve Cleaning, the client confirms that they have read, understood, and agreed to the Terms of Service described below. These terms are intended to create clarity, transparency, professionalism, and protection for both the client and Twelve Cleaning.
1. Introduction
Twelve Cleaning exists to provide peace of mind, trust, consistency, and high-standard care for every home we serve. Our mission is to create clean, organized, and comfortable environments while maintaining professionalism, respect, and clear communication throughout every visit.
2. Digital Delivery and Acceptance
These Terms of Service may be delivered digitally by email, text message, website, app, or in person during an on-site estimate or visit.
All forms of delivery are considered valid and legally binding.
By confirming a cleaning appointment, approving an estimate, making payment, or continuing recurring services, the client automatically accepts these Terms of Service.
3. Scope of Service
Twelve Cleaning services apply exclusively to the interior areas of the property unless otherwise agreed in writing.
Non-air-conditioned spaces and exterior areas — including garages, exterior stairs, patios, storage rooms, unfinished basements, balconies, porches, and outdoor spaces — are not included unless specifically added to the scope of work.
Any modifications to the agreed scope may result in price adjustments, additional labor charges, or scheduling changes.
4. Estimates and Pricing
Any estimate provided online, by phone, text message, email, or during an initial walk-through is considered an estimated price only.
Final pricing may be adjusted based on actual property condition, buildup level, excessive clutter, pet hair, time requirements, square footage discrepancies, or conditions not disclosed before service.
If an adjustment is necessary, Twelve Cleaning will communicate the updated total before beginning the cleaning.
The client may approve, decline, reschedule, or modify the service at that time.
5. Recurring Services and Frequency
Recurring service pricing is based on the agreed maintenance frequency and expected upkeep condition between visits.
We strongly recommend weekly or bi-weekly service to maintain consistent standards and optimal results.
Properties that exceed 30 days between visits may require additional time, labor, and pricing adjustments due to increased buildup and deferred maintenance conditions.
6. Skipped Service Adjustment
Recurring cleaning pricing is structured around consistent maintenance intervals.
If a recurring service is skipped, postponed, or canceled by the client, the following cleaning may require additional labor and time due to increased dust, buildup, and maintenance needs.
For this reason, Twelve Cleaning may apply a Skipped Service Adjustment, for example $70, to the next visit. This adjustment helps cover the additional operational time and labor costs that would normally be distributed across multiple recurring visits.
7. Scheduling, Arrival Windows, and Access
Appointments must be scheduled and confirmed in advance.
Arrival times are approximate and may vary due to traffic, weather, prior service conditions, staffing adjustments, or operational circumstances.
Twelve Cleaning operates using arrival windows rather than exact guaranteed arrival times.
Clients are responsible for ensuring property access at the scheduled time, including gate codes, key access, building authorization, parking access, elevator access, alarm instructions, and pet security.
If our team is unable to access the property upon arrival, lockout or cancellation charges may apply.
8. Cancellations and Rescheduling
Rescheduling requests made at least 48 hours in advance are generally accommodated without additional charge.
Cancellations made between 48 and 96 hours before the appointment may result in a charge of up to 50% of the reserved service amount.
Cancellations made with less than 24 hours’ notice may result in a charge of up to the full reserved service amount due to reserved labor time and operational scheduling commitments.
Emergency situations may be reviewed on a case-by-case basis at Twelve Cleaning’s discretion.
9. Payments and Outstanding Balances
Payment is due on the same day services are completed unless otherwise agreed in writing.
Accepted payment methods may include Zelle, cash, ACH transfer, card payment, or other approved business payment methods.
Outstanding balances not paid within 24 hours may incur a non-refundable late fee of $35.
Unpaid balances may result in suspension of future services and may be referred to collections or legal recovery procedures if necessary.
10. Satisfaction Guarantee
If any area included within the agreed scope of work was unintentionally missed, clients must notify Twelve Cleaning within 12 hours of service completion.
We will review the concern and, when appropriate, arrange a touch-up visit.
After this period, the service will be considered completed and accepted.
Refunds are not guaranteed for completed services; however, our goal is always to provide fair resolutions and excellent customer care.
11. Results Disclaimer
While Twelve Cleaning strives to achieve the best possible cleaning results, certain conditions may not be fully removable through standard cleaning methods.
This includes, but is not limited to, permanent stains, hard water buildup, grout discoloration, mold staining, oxidation, paint damage, worn finishes, smoke odors, or heavily neglected surfaces.
Cleaning outcomes may vary depending on the age, condition, material type, and previous maintenance history of the property.
12. Pre-Existing Conditions and Property Maintenance
Twelve Cleaning is not responsible for issues resulting from normal wear and tear, aging materials, improper installation, lack of maintenance, deteriorated caulking, weakened grout, unstable shelving, loose fixtures, prior repairs, damaged surfaces, warped wood, faded finishes, or items that fail under normal cleaning contact.
Certain materials naturally weaken over time and may become fragile due to age, humidity, moisture exposure, prior damage, or structural deterioration.
Clients are encouraged to inform us in advance about any delicate, unstable, antique, sentimental, or specially treated items or surfaces.
13. Damage and Liability Policy
Twelve Cleaning is fully insured and exercises reasonable care while performing services.
If accidental damage directly caused by our team occurs, the client must notify Twelve Cleaning within 24 hours and provide supporting photos or documentation whenever possible.
Any approved claim may be resolved through repair, replacement, reimbursement, or insurance review, depending on the situation and policy limitations.
Twelve Cleaning is not responsible for pre-existing damage, improperly secured items, fragile items left unsecured, sentimental losses, cash, jewelry, electronics, hidden damage, or mechanical/electrical failures unrelated to cleaning negligence.
To the maximum extent permitted by law, Twelve Cleaning’s total liability for any claim shall not exceed the amount paid for the specific cleaning visit during which the claim allegedly occurred.
Twelve Cleaning shall not be liable for indirect, incidental, cosmetic, sentimental, special, or consequential damages.
14. Photo Documentation
Twelve Cleaning may take before-and-after photos for internal quality control, documentation of property condition, staff training, dispute prevention, and protection of both parties.
Occasionally, non-identifiable photos may be used for marketing or social media purposes to demonstrate cleaning standards.
No photos will intentionally include people, family portraits, addresses, personal documents, or identifying client information.
Clients may opt out of photography at any time by notifying us in advance.
15. Safety and Right to Refuse Service
Twelve Cleaning reserves the right to pause, refuse, or discontinue services if conditions are considered unsafe, hazardous, excessively unsanitary, or beyond the originally agreed scope.
This includes situations involving biohazards, excessive mold, pest infestations, animal waste, hoarding conditions, unsafe structural issues, unsecured firearms, drug paraphernalia, aggressive behavior, harassment, or environments that place our staff at risk.
Partial or full charges may still apply based on reserved labor time and operational costs.
16. Pets
Clients are responsible for securing pets during the cleaning service when necessary.
Twelve Cleaning is not responsible for pets escaping due to unsecured doors, gates, or client instructions.
17. Annual Price Adjustments
To maintain service quality, employee retention, operational consistency, and rising operational costs, Twelve Cleaning may adjust recurring service pricing periodically.
Standard annual adjustments generally do not exceed 6% per year unless exceptional increases in labor, insurance, fuel, supply, or operational costs occur.
Clients will receive advance notice before any pricing adjustment becomes effective.
18. Force Majeure
Twelve Cleaning shall not be held responsible for delays, interruptions, or cancellations caused by circumstances beyond reasonable control, including severe weather, traffic accidents, illness, staffing emergencies, utility outages, natural disasters, government actions, or other force majeure events.
19. Governing Law
These Terms of Service shall be governed by and interpreted under the laws of the State of Georgia, United States.
Any legal dispute shall be resolved in Fulton County, Georgia, unless otherwise required by applicable law.
20. Contact Information
Twelve Cleaning Corp
Atlanta, Georgia
contact@12cleaning.com
(470) 265-6367
21. Acceptance of Terms
By confirming, scheduling, paying for, or continuing services with Twelve Cleaning, the client confirms full acceptance of these Terms of Service.