Terms of Service

Last updated:25 July 2026

Agreement

These terms apply when you book cleaning services from Natalie ’ s Cleaning. Booking a clean — by phone, by email or through the form on this website — means you accept them.

Estimates and pricing

• Estimates are free and carry no obligation.
• We bill$88 per hour, flat rate, for a two-person cleaning crew, for actual time on site — you pay for the hours worked, at the same rate throughout, even if a job takes longer than we estimated.
• All cleaning supplies are included at no extra charge, and there are no separate add-on fees for interior or exterior windows, laundry, oven interior, fridge interior, cabinets, garage or patio sweeps, or same-day and rush jobs — these are simply additional hours billed at the same $88/hour rate. If the scope grows once we are on site — you add rooms or extra tasks, or the property is in materially worse condition than described when we estimated — the job will take more hours. We will tell youbeforecontinuing, and you can decline.
• Very large homes and all commercial sites have their hours estimated after a walkthrough rather than over the phone, since the time needed is harder to judge sight unseen.
• The hourly rate shown on this website is current and may be updated. The rate quoted to you at booking is the rate that applies to your visit.

Booking, cancellation and rescheduling

• Give us24 hours ’ noticeto cancel or reschedule and there is no charge.
• Inside 24 hours we charge50% of the visit price, because the slot is already blocked out and the cleaner has turned down other work for it.
• If we cannot get access to the property on arrival — no key, wrong code, nobody home — that counts as a cancellation inside 24 hours.
• Ifweneed to cancel or arrive outside the agreed window, we will tell you as soon as we know and you owe nothing.

Access to your home

You can be there or not, whichever you prefer. If you give us a key, a gate code or a lockbox code, we store it labelled by code rather than by address, and we return keys on request at any time. Please tell us in advance about alarm systems, pets that should not be let out, gated-community vendor registration, and any room you would rather we did not enter.

Our satisfaction guarantee

If something was missed or not done to standard,call us within 24 hours of the cleanand we will return and put it right at no charge. That is the guarantee in full: a re-clean of the work in question. It does not extend to a refund of the visit, and it does not apply to work that was never part of the agreed scope.

What we do not do

To avoid disappointment on the day, these fall outside every service we offer:

• Wet carpet extraction or shampooing (we vacuum thoroughly)
• Mold remediation, biohazard, sewage or crime-scene cleaning
• Pest control
• Moving heavy furniture, pianos or fixed wall units
• Cleaning up after pets or people where bodily fluids are involved beyond ordinary bathroom cleaning
• Climbing on ladders above a step stool, or working at height

Breakage, damage and liability

• We carry liability insurance. Proof is available on request, and we will provide a certificate of insurance to landlords or building managers who need one.
• Accidents are rare but they happen. If we break something,tell us within 48 hoursand we will repair it, replace it, or pay its reasonable replacement value.
• Please put away genuinely irreplaceable items — heirlooms, art, collections — before we arrive. For items of unique or sentimental value we can only offer reasonable replacement cost, which is not the same as what the item means to you.
• We are not responsible for damage caused by pre-existing faults: loose fittings, failing grout, worn seals, previously damaged surfaces, or items already broken when we arrived.
• If you ask us to use a specific product on a surface, you accept the risk of how that product behaves on it.

Payment

Payment is due after the clean, not before. We accept card, Zelle, check and cash. Recurring clients are billed after each visit. Commercial janitorial accounts are invoiced monthly on a rolling agreement with thirty days ’ notice on either side.

Our team

Every cleaner is vetted before they enter a client ’ s property. Please do not offer employment to our staff directly during or within six months of our working with you — we invest in training them, and recruiting them away undercuts the service every other client relies on.

Governing law

These terms are governed by the laws of the State of California. If any part of them is found unenforceable, the rest continues to apply.

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Contact us about this policy

Natalie ’ s Cleaning — serving Los Angeles & Ventura County, California
Phone:(818) 588-9952
Email:[email protected]