Terms Of Service

Last Updated on 12-24-23. These Terms and Conditions are effective immediately and apply to all residential, short term rental, and commercial cleanings.

Promises to Provide Quality Service by:

• Providing a professional cleaning service that is licensed, and insured. 
• 100% Satisfaction Guarantee  –  If you are dissatisfied with a portion of your cleaning, let us know within 24 hours and a crew will be sent back to your home to redo that area. Our technicians must be allowed to come back within 48 business hours from the original cleaning.  We are not able to offer cash refunds or discounts for poor quality on the original bill in place of a redo.

In Order to Provide You with the Best Possible Service; Please…

• Make your home accessible By providing a unique door code or lockbox code. A fee will be charged if we are unable to access your home. (see lockout policy below) 
• Turn off alarm systems. If you choose to leave the alarm armed, we are always diligent and careful to disarm and rearm the alarm according to your instructions. However, we will not be held responsible for false alarms or misuse of the alarm system, including charges from a local police department or security company or other charges related to an activated alarm. No exceptions.
• Additionally, you agree to hold harmless and/or release from liability Tree Star VRM & Cleaning Services, LLC from any and all liability relating to any failure of the alarm or not arming the alarm properly.
• Allow for full access to the home. Our technicians perform their work in a specific order to ensure efficiency and thoroughness. If you need to direct our technicians to clean certain areas first or to clean in a different order, this adds additional time to your cleaning and additional rates may apply.

• We require at least 48 hour notice for reschedules or cancellations.
• If you cancel with less than 48 hours notice, and your cleaning is not rescheduled within a week, you will be charged the full anticipated cost of your scheduled cleaning, without exceptions. Timely notice enables us to schedule another home in your place and ensure our employee’s full work schedules.
• Exceptions may be made for emergencies and/or illnesses. Or if a guest extends their stay at the last minute. Frequent cancellations, even for emergency or illness, may still be charged the cancellation fee. Tree Star VRM & Cleaning Services, LLC reserves the right to make these determinations on a case by case basis.
• Our cleaning hours are from 9:00am to 4:00pm. If for any circumstance our staff is SENT AWAY or LOCKED OUT from your home between these hours, there will be a cancellation fee, and a trip fee applied.
• If a guest has requested to stay longer and we have not been informed, a trip fee and cancellation fee will be billed.
• For all company initiated schedule changes due to holidays or extreme weather conditions, we will make every attempt to reschedule as close to your regular scheduled cleaning date as possible. 

If asked to dust/clean inside of china cabinets or hutches, clean small computer equipment, antiques or collections, or to use your equipment (e.g. vacuum, washer/dryer), you agree to hold harmless and/or release from liability Tree Star VRM & Cleaning Services, LLC and/or any of its employees responsible for any damage or breakage to any article or component.

• We will make every effort not to break items, but accidents do happen. We have Limited Liability Protection for replacement or repair. Identical replacement will be attempted but not guaranteed. It is for this reason that we avoid cleaning requests for irreplaceable or sentimental valuable items. 
• Damage must be reported to our office staff by phone or email within 24 hours of service or Tree Star VRM & Cleaning Services, LLC may not be held liable.
• Tree Star VRM & Cleaning Services, LLC cannot be responsible for damage due to faulty and/or improper installation, lack of maintenance, or general wear and tear of any items.

• To meet your needs and to ensure your satisfaction, Tree Star VRM & Cleaning Services, LLC reserves the option to reevaluate rates at any time. 
• If you request changes to your service after receiving your original estimate, additional charges may be billed or a new estimate may be required.
• Tree Star VRM & Cleaning Services, LLC is NOT employed by Evolve Vacation Rentals. We are Partnered with Evolve, therefore, Evolve has no control over our pricing/fees or business decisions.
• Tree Star VRM & Cleaning Services, LLC reserves the right to charge for any services that are requested.
• Tree Star VRM & Cleaning Services, LLC reserves the right to charge an extra fee for any extra cleaning for excessive mess, pet hair, etc..
• Tree Star VRM & Cleaning Services, LLC reserves the right to part ways with any client at any time. You also reserve the same right.

(Updated 10/09/23)

• CASH, CHECK, VISA/MASTERCARD, PayPal, and Zelle are all acceptable forms of payment.
• A  $45 service charge will be added to all NSF Checks. 
• Declined cards will incur a service charge of $25 or 15% interest whichever is greater.
• Invoices must be paid the day of service. NO EXCEPTIONS
• Invoices not paid within 1 day of services will incur a 5% late fee for each day the invoice goes unpaid. There is a 24 hour grace period past the due date, set on invoices. After 24 hours, the late fee will automatically be applied. NO EXCEPTIONS
• If Invoice remains unpaid by the next scheduled cleaning, your scheduled cleaning will be cancelled and you will be billed a cancellation fee + 100% of the cleaning fee. NO EXCEPTIONS
• If late payment becomes a consistent issue, we have the right to terminate services.
• If payment is not received within 30 days of service, Tree Star VRM & Cleaning Services, LLC reserves the right to take legal action.

We offer many ways to pay for our service.

• Cash should be put in sealed envelopes addressed to the office.
• Pay by Debit/Credit card online via invoice.
• Save card on file to avoid late fees. Saved Cards will only be charged after service is complete. Once card is charged, you will receive the receipt of payment via email. You can also find your receipt in the client hub.

Should you have any concerns or questions, please contact Tree Star VRM & Cleaning Services, LLC 

(910)381-7032 or Trista@treestarcleaningservices.com