Terms of service.
By booking a service through this website, you agree to abide by Lemon + Clove’s terms and conditions. If you do not accept these terms, we advise against proceeding with a booking.
Booking Confirmation
Booking a service online does not guarantee availability for your selected date and time. You will receive a confirmation via email or phone.
Cleaning Providers
All our providers undergo a thorough vetting process before joining our team. You can trust that they uphold integrity and are held to the highest standards.
Right to Refuse Service
We reserve the right to decline or discontinue service due to safety concerns, inappropriate or uncomfortable situations, the presence of weapons on the premises, excessive clutter, or lack of essential utilities.
Our providers have the discretion to leave if a home is deemed excessively unsanitary or if they feel unsafe or threatened. If a booking is considered unreasonable, our cleaners may refuse service upon arrival, and a cancellation fee will apply.
Pets
We are happy to accommodate pets; however, we ask that their indoor activity be limited to ensure cleaning efficiency and safety. If a pet becomes anxious or poses a safety concern, Lemon + Clove reserves the right to withdraw its providers from the premises.
Our providers are instructed not to enter a home if they feel an animal may be a threat, as pets can behave differently in the absence of their owners. If a cleaning provider must leave due to an aggressive pet, our cancellation policy will apply.
Service Fees
Our instant pricing is based on experience; however, the final cost may be adjusted based on the actual condition of the home. To avoid any surprises, if additional time is required, we will contact you to discuss the adjustment. If we are unable to reach you, the provider may need to leave, and a cancellation fee will apply.
We reserve the right to reassess our rates at any time based on the time required to meet our service standards. If the cleaning duration differs significantly, Lemon + Clove will contact the client to discuss any necessary pricing or service adjustments.
Payments
We accept card payments only; cash, checks, and other payment methods are not accepted.
Refund Policy
We do not offer refunds; however, our commitment is to provide the highest quality service to our clients. While we strive for excellence, we acknowledge that occasional oversights may occur. If you notice any issues, please contact us by phone or email within 24 hours, and we will promptly address and correct the matter at no additional cost.
Recurring Service Discount
Recurring discounts apply after the initial cleaning service. If cleanings are skipped, reducing the frequency below the originally scheduled plan, the pricing will be adjusted to reflect the appropriate rate for the new frequency.
Rate Increases
Client cleaning rates may be adjusted at any time during the year in response to changes in the frequency of service, the client's living situation, or the condition of the home, such as a remodel, change of address, increase in household occupants, or significant addition of furniture. Additionally, the client's rate will be subject to an annual increase of up to 10% of the current rate.
Lockouts
The client is responsible for ensuring that the service location is accessible to the providers on the scheduled service day. If the team is unable to enter the home due to being locked out, we will make every effort to contact the client to arrange access. If contact is not established within 30 minutes of the cleaning team’s arrival, the scheduled cleaning will be skipped, and a $50 late cancellation fee will apply. This fee is necessary to compensate providers for lost time and travel expenses. To avoid this fee, please provide us with a key or access code to your home.
Cancellations
Service reliability is a priority for us, as we reserve specific time slots exclusively for you. To avoid a $50 cancellation fee, we kindly request a minimum of 24 hours' notice if you need to cancel or reschedule for any reason.
Please be aware that if service is canceled with less than 24 hours' notice, if we are unable to access the home upon arrival, or if we are turned away at the door, a cancellation/lockout fee of $50 will be charged to the credit card on file.
Alarms
If your home is equipped with a security system, please ensure it is turned off or provide our office with the access code and clear instructions for use. If the code changes, kindly inform us to avoid incurring a lockout fee.
Use of Homeowner’s Cleaning Supplies Vacuum
We provide all necessary equipment and products to thoroughly clean your home. If you would prefer us to use any of your own products, please inform us before the service begins.
If you require the use of your cleaning supplies, please be aware that we are not liable for any damage caused by those products. We kindly ask that you have the cleaning chemicals and supplies ready to ensure we can perform the service as efficiently as possible.
If you request the use of your vacuum, please note that we do not assume any liability for damage to the unit. As we are not responsible for the maintenance of the vacuum, we will not cover any repairs. It is important to ensure the vacuum is in working order upon our arrival, as we will be unable to vacuum carpets or hard floor surfaces if it is not functioning.
Things We Do Not Clean
Mold removal is a specialized service, and we cannot accept liability for any mold-related risks in clients' homes.
We are unable to clean homes affected by hoarding or areas that contain animal or human body fluids, blood, feces, vomit, cat litter boxes, bird cages, urine, or other excretions.
Unreachable Areas & Heavy items
For safety and liability reasons, our providers are unable to climb higher than a step stool or perform work outside of your home. Additionally, cleaners are not able to move objects weighing more than 35 pounds. If you wish to have areas behind heavy objects cleaned, please ensure those items are moved prior to the service.
Breakage/Damage & Loss Policy
While rare, the possibility of breakage or damage exists during cleaning. Our providers exercise reasonable care when cleaning your home, and all providers are covered by insurance for any damage or breakage caused by their actions.
We are not liable for damage resulting from normal wear and tear, improper installation, or for artwork, collectibles, or family heirlooms that were not disclosed during the booking process. This includes, but is not limited to, the following:
Artwork, Collectibles & Family Heirlooms: These items are often valuable and irreplaceable. Clients should identify such items prior to the service and advise us on how to handle and care for them.
Any breakage or loss of personal items must be reported within 24 hours. While we will always attempt to provide an identical replacement, it is not guaranteed.
Cleaners Arrival Window
We schedule our cleanings in a way that minimizes drive time to help maintain low prices and avoid additional trip fees. While we will make every effort to accommodate specific time requests, please note that we cannot guarantee exact times.
Due to the unpredictable nature of our business, including factors such as traffic, weather, and mechanical issues, we ask for your understanding and flexibility in allowing us to schedule cleanings between 8:00 am and 3:00 pm.
Typically, we arrive within a one-hour window specified in your booking. If we anticipate being late, we will notify you via phone call or text.
Holidays
Lemon + Clove does not offer service on holidays.
If your scheduled cleaning falls on a holiday, we will contact you to arrange an alternative date. The following holidays will be observed:
Independence Day
Thanksgiving
Christmas Eve
Christmas Day
New Year's Eve
New Year's Day
House Key/Key Release
f the client chooses to leave a door unlocked or place a key in an unsecured location, such as under a mat, for the cleaners to gain entry, Lemon + Clove will not be held liable for any damage or theft that may occur.
Upon termination or cancellation of services, Lemon + Clove will return any client key(s) in its possession within 48 hours or by the next business day.
Non-Solicitation of Lemon + Clove Providers
As a valued customer, we kindly request that you refrain from soliciting any of our providers for direct hire. Our professional cleaners undergo a thorough vetting process, including background checks, and possess extensive experience. We invest significant time, resources, and money in training and onboarding each provider before they are entrusted with cleaning our customers' homes.
Governing Law
Any claims related to lemonandclove.com will be governed by the laws of the State of Georgia, without regard to its conflict of law provisions.
We have made every effort to design our website to be informative, helpful, and transparent. We hope we have succeeded, and we encourage you to share any suggestions for improvements or changes that would make it easier for you to find the information you need.
Lemon + Clove reserves the right to modify these terms and conditions at any time without prior notice.