Island Standard Cleaning Co. Terms & Conditions

1. Services & Scope

Island Standard Cleaning Co. performs the service and add-ons identified in the confirmed booking. Service descriptions define the included scope. Customer-requested work outside the confirmed scope may require additional charges, time or a separate appointment.

2. Accurate Booking Information

Customers are responsible for providing reasonably accurate information about home size, bathrooms, condition, access, pets and other factors that materially affect service. Material differences may require an adjusted scope, Deep Clean recommendation, additional time or rescheduling with customer approval where appropriate.

3. Cleaning vs. Restoration

Cleaning does not guarantee removal of permanent staining, hard-water or mineral damage, discoloration, etched surfaces, damaged finishes, mold damage, wear, deterioration or other conditions that cannot reasonably be corrected through normal residential cleaning.

4. Heavy Conditions

Standard Clean is intended for maintained homes. Heavy buildup, excessive grease, severe soap scum, excessive pet hair, clutter or long-neglected conditions may require Deep Clean service or management review.

5. Dishes & Clutter

Dishes, laundry, organization and excessive clutter are excluded unless specifically booked. Blocked surfaces and floors may be cleaned only where safely accessible.

6. Preparing the Home

Customers should provide access, working utilities and reasonable access to booked areas. Personal belongings should be moved where practical so the cleaner can perform the purchased service efficiently.

7. Specialty & Delicate Surfaces

Customers should disclose delicate, specialty, recently refinished or unusually valuable surfaces or materials before service. Island Standard may decline products or methods that management reasonably believes could damage a surface.

8. Move-In / Move-Out Services

Move services are intended for vacant or substantially empty homes. Cabinets, drawers, refrigerators, freezers and other interiors must be emptied for interior cleaning. Island Standard does not pack, move or dispose of a customer’s belongings as part of the base service.

9. Windows & Screens

Included window work is limited to safely accessible interior glass, frames, sills, tracks, blinds and screens according to the booked service. Exterior climbing, extension-ladder work and unsafe-height access are excluded.

10. Pets

Pets are welcome when safe. Customers are responsible for securing pets that may interfere with service, escape, become distressed or create a safety concern.

11. Access & Lockouts

Customers must provide usable access at the scheduled time. If access cannot be obtained after reasonable contact attempts, a disclosed no-access/lockout fee of up to 50% of the booked service may apply.

12. Cancellation & Rescheduling

Cancellations or reschedules made at least 24 hours before the scheduled arrival window are not charged a cancellation fee. Changes inside 24 hours and same-day/no-access situations may be charged up to 50% of the booked service.

13. Recurring Service

Recurring discounts apply to eligible Standard Clean appointments after the initial cleaning and only while the applicable recurring schedule remains active. Future pricing or frequency may be adjusted with notice if the home, scope or service conditions materially change.

13A. Discounts & Active-Duty Military Offer

Only one discount or promotional offer may be applied to a service. Eligible active-duty service members may receive the published military discount after reasonable verification. Military, recurring and promotional discounts cannot be combined.

14. Arrival Windows

Appointment times are arrival windows rather than exact-minute guarantees. Island Standard will communicate meaningful delays when possible.

15. Safety

Island Standard may decline or stop work involving unsafe conditions, hazardous materials, active infestations, biohazards, human or animal waste outside normal household conditions, unsafe heights, threatening behavior, dangerous animals or other hazards outside normal residential cleaning.

16. Fragile & Valuable Items

Customers should secure cash, jewelry, medications, firearms, important documents, collectibles, sentimental items and unusually fragile or high-value property before service.

17. Pre-Existing Conditions

Existing damage, wear, loosened fixtures, deteriorated surfaces or other pre-existing conditions may be documented when noticed before or during service.

18. Damage & Breakage

Known damage or breakage related to the service should be reported promptly after discovery. Island Standard will review documented claims and handle covered incidents according to applicable law and insurance. Nothing in these terms is intended to waive liability that cannot legally be waived.

19. Quality-Control Photos

Limited operational photos may be taken for service verification, condition documentation, quality control or damage reporting. Separate permission is required before customer-home photos are used for marketing.

20. Satisfaction Promise

If an included item was missed, contact Island Standard within 24 hours. We will review the concern and, where appropriate, return to correct the missed work at no additional cleaning charge. Refunds are not automatic and remain subject to management review and applicable law.

21. Supplies & Equipment

Island Standard provides the supplies and equipment used for the booked service unless otherwise agreed in advance.

22. Indoor Footwear

Clean indoor footwear or shoe covers may be used according to customer preference when safe and practical.

23. Payment

Customers authorize payment for the confirmed service, approved additions, applicable taxes and disclosed cancellation/no-access fees. Card information will be handled through the company’s designated secure payment provider.

24. Tips

Tips are optional. Cleaner tips are passed to the cleaner in accordance with applicable law and company policy.

25. Service Changes

Island Standard may update service scopes, prices, service areas or operational policies prospectively. Existing confirmed bookings will be handled according to the terms applicable at confirmation unless otherwise agreed.

26. Changes to These Terms

The Terms & Conditions applicable to a booking are the version presented to the customer at the time of acceptance.

27. Hawaiʻi Law

These Terms & Conditions are governed by applicable Hawaiʻi law.

28. Severability

If any provision is held unenforceable, the remaining provisions continue to the extent permitted by law.

29. Contact

Questions about a booking, service scope or these terms can be directed to Island Standard Cleaning Co. at office@islandstandardcleaning.com, by phone at (808) 427-9114, or through the contact method shown in the customer’s booking confirmation.