These Terms of Service ("Terms") govern all services booked or performed by Pine Top Cleaners ("we," "us," "our," or "Pine Top"). By submitting a service request, booking a service, or allowing a service to be performed, you ("you," "Client") agree to be bound by these Terms. If you do not agree, please do not book a service.
1. Relationship of the Parties
Your agreement for cleaning services is with Pine Top Cleaners. Cleaning services are performed by independent contractors engaged by Pine Top, not by Pine Top employees. The Client contracts solely with Pine Top and not with any individual cleaner. Pine Top is responsible for coordinating and standing behind the services described in your booking confirmation.
2. Booking Confirmation
Submitting a service request form does not guarantee a confirmed booking for the selected date and time. After receiving your submission, we will reach out by phone, email, or text to confirm. A booking is only confirmed once we provide written confirmation.
3. Scope of Services
The scope of services is defined by the checklist and confirmation email sent after your booking is confirmed. That confirmation is the official and complete scope of work. Any service not listed in the confirmation is not included and must be requested and quoted separately. We are not responsible for tasks outside the confirmed scope.
4. Service Providers
Our service providers may include owner-operators, contractor teams, or referral arrangements. All providers are vetted and held to our standards of service and professionalism.
5. Right to Refuse or Terminate Service
We reserve the right to refuse, pause, or terminate any service, before or during a visit, for reasons including but not limited to:
Safety concerns, hazardous conditions, or an unsafe work environment;
Disconnected or non-functioning utilities (e.g., electricity, water, heat);
Inappropriate, threatening, harassing, or uncomfortable behavior toward a provider;
Conditions materially different from those described at booking.
If a provider reasonably feels unsafe or determines the environment is unsuitable, the provider may leave the site and the cancellation policy in Section 13 will apply.
6. Condition Exclusions (Biohazards and Hazardous Materials)
Our standard residential cleaning does not include, and providers may decline on arrival, any of the following:
Human or animal waste, blood, vomit, or other bodily fluids;
Mold, mildew remediation, or moisture-damaged materials;
Insect, rodent, or other pest infestations;
Drug residue, hazardous chemicals, biohazards, or crime/trauma scenes;
Hoarding-level clutter or conditions requiring specialized cleanup.
These conditions require specialized, licensed services that we do not provide. If such conditions are present, the provider may decline or stop work and the cancellation policy will apply.
7. Safety and Preparation
To ensure safety and efficiency, please make the service area accessible and ready for work. If the service requires moving heavy items or accessing hard-to-reach areas, please make those arrangements in advance. Providers are not required to move heavy furniture, lift heavy objects, or climb beyond a standard step stool.
8. Access, Keys, and Alarms
Please ensure the service location is accessible on the scheduled day. If a provider cannot access the location, we will attempt to contact you. If we cannot reach you within thirty (30) minutes of arrival, the visit will be skipped and the full service fee will be charged as described in Section 13.
If you provide keys, lockbox codes, garage codes, or alarm codes, you do so at your own risk and authorize their use for the purpose of performing the service. You are responsible for providing accurate access and alarm information and for disarming or instructing us on alarm systems. We are not liable for false alarms, monitoring or police-response fees, or charges resulting from inaccurate or incomplete access or alarm information you provide.
9. Pets and Animals
We are happy to work around pets. For the safety of both pets and providers, if a pet presents a risk or behaves aggressively, the provider may leave the site and the cancellation policy will apply. Clients who leave pets loose during a service waive any liability claim related to their pets and waive eligibility for the Satisfaction Guarantee in Section 17.
10. Service Fees and Price Adjustments
Quoted prices assume standard conditions. If the actual site differs materially from what was described at booking (for example, additional work is required, or the site is in significantly worse condition than represented), we will contact you to discuss a price adjustment before proceeding. If we cannot reach agreement, we may decline the work and the cancellation policy may apply.
11. Payments
Payment is due upon completion of service unless otherwise specified in writing. We may place a hold on your payment method up to twenty-four (24) hours before the booking to confirm available funds, with the charge processed after the service is completed. You authorize us to charge the payment method on file for services rendered and for any fees permitted under these Terms.
12. Documentation of Work
To protect both Clients and providers, providers may take photographs of the work areas before and after service to document the condition of the property and the completion of work. These photographs are used solely for quality assurance, dispute resolution, and our internal records, and are not shared publicly without your consent.
13. Cancellation and Rescheduling Policy
We require at least twenty-four (24) hours' notice to cancel or reschedule. If you cancel or reschedule with less than 24 hours' notice, or if we are unable to access the site as described in Section 8, a cancellation fee will apply to compensate the provider for the reserved time slot. This fee may be up to the full value of the scheduled service. This fee is a reasonable estimate of the loss incurred from a reserved slot that cannot be refilled on short notice, and is not a penalty.
14. Refunds and Satisfaction
We do not offer cash refunds. If there is an error in the service provided, please contact us within twenty-four (24) hours and we will work to correct the issue at no additional charge, subject to the Satisfaction Guarantee in Section 17.
15. Liability, Breakage, and Limitation of Liability
We make every effort to avoid damage during service. We are not liable for damage caused by normal wear and tear, pre-existing damage, improper prior installation or assembly, items not properly secured, or fragile or valuable items that were not disclosed and set aside in advance. Please secure or remove irreplaceable, sentimental, or high-value items before service.
If a provider causes damage during service, please notify us in writing within twenty-four (24) hours so we can investigate and, where appropriate, arrange repair or replacement through applicable insurance.
To the fullest extent permitted by law, our total cumulative liability for any claim arising out of or relating to a service is limited to the amount you paid for that specific service. We are not liable for indirect, incidental, consequential, special, or punitive damages. Nothing in these Terms limits liability that cannot be limited under applicable law.
16. Non-Solicitation of Service Providers
We invest significant time and cost to recruit, screen, train, and coordinate our providers. By booking a service, you agree that for a period of one (1) year following the last service performed for you, you will not directly or indirectly hire, engage, or contract any Pine Top provider or employee for cleaning or related services outside of Pine Top, whether for compensation or otherwise.
Because the harm from a breach is difficult to quantify, you agree that if you breach this Section, you will pay Pine Top liquidated damages of $2,500 per provider engaged, which the parties agree is a reasonable estimate of the recruiting and training value lost, and not a penalty. This does not limit any other remedy available to us, including injunctive relief.
17. Satisfaction Guarantee
We will return within twenty-four (24) hours to re-clean anything that was missed, subject to the following conditions. To qualify, the Client must:
Be present at the end of the clean and complete a walkthrough of all serviced areas;
Point out anything needing correction during that walkthrough;
Keep all pets secured and not loose during the service;
Contact us by phone or in writing within twenty-four (24) hours of the end of the clean.
If these conditions are not met, the Satisfaction Guarantee does not apply.
18. Dispute Resolution; Arbitration; Class Action Waiver
Please contact us first so we can try to resolve any concern informally. If we cannot resolve a dispute informally, any dispute arising out of or relating to these Terms or any service shall be resolved by binding individual arbitration administered in Deschutes County, Oregon, under the rules of a recognized arbitration provider, rather than in court, except that either party may bring an individual claim in small claims court.
You and Pine Top agree that each may bring claims against the other only in an individual capacity, and not as a plaintiff or class member in any purported class, collective, or representative proceeding. The arbitrator may not consolidate more than one person's claims. If this class action waiver is found unenforceable, the remainder of this Section shall not apply to that dispute and it shall proceed in court.
19. Governing Law and Venue
These Terms are governed by the laws of the State of Oregon, without regard to its conflict-of-law provisions. Subject to Section 18, the exclusive venue for any permitted court action shall be the state or federal courts located in Deschutes County, Oregon.
20. Changes to These Terms
Pine Top Cleaners may modify these Terms at any time. Changes are effective upon posting to our website. The Terms in effect at the time of your booking govern that booking.
21. Severability
If any provision of these Terms is found unenforceable, the remaining provisions remain in full force and effect, and the unenforceable provision will be enforced to the maximum extent permitted by law.