Service Terms
These Service Terms apply to residential cleaning services provided by The Queening Crew ("Company," "we," "us," or "our") to the customer booking or receiving services ("Client," "you," or "your"). By booking a service and affirmatively accepting these Terms, you agree to be bound by them.
1. Scope of Services
Your service is based on the cleaning package, frequency, home information, property condition, and optional add-ons selected or approved at booking. Only work specifically included in the selected service or purchased as an add-on is included in the quoted price. Additional work requested by the Client may require additional time and charges. Material additional work that increases the price will not be performed without Client approval.
2. Pricing & Home Information
Quoted and advertised prices rely on accurate information about square footage, bedrooms, bathrooms, condition, frequency, selected service, and add-ons. If the property materially differs from the information provided, we may offer an adjusted price, additional time, or a different service level before performing materially additional work. If the Client declines an adjustment, we may complete only the originally agreed scope where reasonably possible or cancel the service.
3. Property Access
The Client must provide safe and timely access through an adult present, door code, lockbox, building access instructions, or another approved method. The Client is responsible for alarms, gate codes, parking restrictions, and building access. If our crew cannot enter within 15 minutes of the scheduled arrival or confirmed arrival window because of a Client-controlled access issue, the appointment may be treated under the Cancellation & Rescheduling Policy.
4. Supplies & Specialty Surfaces
Unless otherwise agreed, The Queening Crew provides ordinary cleaning products, supplies, and equipment. The Client must notify us before service of natural stone, marble, specialty flooring, antiques, unsealed surfaces, delicate finishes, specialty appliances, or manufacturer-specific restrictions. If the Client requests use of Client-provided products or equipment, we may decline if we reasonably believe the product or equipment could be unsafe or cause damage.
5. Client Preparation
Clients should remove excessive clutter and secure valuable or fragile belongings before the appointment. Unless specifically purchased or agreed, our cleaners are not required to move heavy furniture or appliances, organize excessive clutter, handle hazardous materials, bodily fluids, animal waste, weapons, illegal substances, mold remediation, pest remediation, or unsafe areas.
6. Safe Working Conditions
Clients must provide a reasonably safe working environment. We may refuse to enter, discontinue, or avoid an area presenting a reasonable health or safety risk, including aggressive animals, unsecured weapons, exposed needles, significant mold, pest infestations, structural hazards, unsafe electrical conditions, hazardous chemicals, or illegal activity. If an undisclosed material safety condition prevents performance, applicable cancellation or lockout charges may apply.
7. Pets
Clients must notify us of pets and secure any animal that could interfere with cleaning or present a safety or escape risk. We will exercise reasonable care around pets, but Clients remain responsible for appropriately securing animals during service.
8. Recurring Services
Unless separately agreed in writing, recurring cleaning does not require a minimum number of appointments. Clients may discontinue future recurring appointments, but the normal cancellation policy applies to individual appointments canceled inside the cancellation window. Recurring pricing may depend on maintaining the selected frequency. If appointments are repeatedly skipped or delayed, we may quote the next cleaning based on the actual condition or frequency before performing it. Where an arrangement qualifies as an automatically renewing consumer contract, The Queening Crew will provide disclosures and notices required by applicable North Carolina law.
9. Payment
A valid payment method may be required to reserve an appointment. The Client authorizes charges for the agreed service, selected add-ons, expressly approved additional services, and cancellation or lockout charges authorized under the applicable policy. We will not use this authorization for undisclosed services or materially increased charges that have not been approved by the Client.
10. Photography & Documentation
Our cleaners may take limited photographs reasonably necessary to document pre-existing conditions, completion, quality control, suspected damage, or service disputes. We will make reasonable efforts to avoid capturing people, private documents, financial information, or other sensitive information. Identifiable photographs of a Client's home will not be used for public advertising without appropriate permission.
11. Cleaning Limitations
Cleaning is not restoration. We do not guarantee removal of permanent stains, scratches, etching, corrosion, deteriorated grout, damaged paint, hard-water damage, or material damage caused by mold or age.
12. Company Rescheduling
We may delay or reschedule because of severe weather, unsafe road conditions, employee illness or emergency, vehicle failure, utility interruption, government restrictions, or other circumstances reasonably outside our control. If The Queening Crew initiates a cancellation or reschedule, the Client will not be charged a cancellation fee for that cancellation.
13. Governing Law & Electronic Acceptance
These Terms are governed by the laws of the State of North Carolina without limiting any non-waivable consumer protection. The version presented and accepted when an appointment is booked will govern that appointment unless applicable law requires otherwise. By checking the required acceptance box and completing a booking, the Client indicates intent to accept these Terms electronically.
Next Policy
Property Damage PolicyReady to take cleaning off your to-do list?
Tell us about your home and we'll follow up to get you booked — no pressure, no obligation. Or jump straight to our online booking.
Tell us about your home
Quick, no-pressure info. We'll follow up to get you booked.