1. Agreement to Terms

These Terms of Service (“Terms”) govern your use of our website (cleaningportillo.com) and all services provided by Portillo’s Cleaning LLC (“Company,” “we,” “us,” or “our”).

By accessing our website or booking and using our services, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use our website or services.

These Terms constitute a legally binding agreement between you (“Customer” or “you”) and the Company.

2. Services

Scope of Services

The Company provides residential and commercial cleaning services as agreed upon at the time of booking. The scope, frequency, and details of each service will be based on the specific service selected and confirmed with the Customer.

Our services may include, but are not limited to, standard residential cleaning, deep cleaning, move-in and move-out cleaning, post-construction cleaning, short-term rental turnover services, commercial cleaning, and carpet cleaning.

All services are performed to a professional standard; however, results may vary depending on the condition of the property, materials, and level of buildup. The Company does not guarantee the complete removal of all stains, odors, or damage, particularly in carpet, upholstery, or heavily soiled areas.

All services are subject to availability, scheduling, and confirmation by the Company. We reserve the right to decline or limit services based on location, property condition, or other operational factors.

Service Area

We provide services primarily within Harrisonburg, Virginia, and surrounding areas. Service availability may vary depending on location.

Properties located outside of our standard service area may be subject to additional travel fees or scheduling limitations.

3. Booking and Scheduling

Service Requests

Customers may request services through our website, phone, email, text message, or other approved communication channels.

All service requests are subject to availability and must be confirmed by the Company. A booking is not considered confirmed until the Customer receives explicit confirmation from the Company, whether in writing or verbally.

The Company reserves the right to accept, decline, or modify any service request based on scheduling, location, or operational considerations.

Scheduling and Appointments

We make reasonable efforts to accommodate requested dates and times; however, all appointment times are estimates and not guarantees.

Arrival times may vary due to factors including traffic, weather conditions, prior appointments, or unforeseen delays. We will make reasonable efforts to notify Customers of significant delays when possible.

Customers are responsible for ensuring that accurate contact information is provided and that they are reachable on the day of service in case of scheduling updates or access-related issues.

4. Cancellations and Rescheduling

We require at least twenty-four (24) hours’ notice for any cancellation or rescheduling of a scheduled service.

Late Cancellations

Cancellations made less than 24 hours before the scheduled service time may result in a cancellation fee of up to 50% of the scheduled service cost.

No-Shows

If we arrive at the scheduled appointment time and are unable to access the property, the appointment will be considered a no-show and may be charged at up to 100% of the scheduled service cost.

Repeated Cancellations and Scheduling Abuse

If a Customer cancels, reschedules, or delays service three (3) times, whether consecutively or over time, we reserve the right to require a non-refundable deposit for all future bookings, limit scheduling availability, or adjust pricing to reflect non-recurring service.

This includes situations where a Customer repeatedly delays service in a manner that avoids recurring service pricing or agreed service frequency.

Any deposits required under this policy are non-refundable and will be applied toward the scheduled service.

Weather and Unforeseen Conditions

Services may be rescheduled or cancelled by the Company due to severe weather, unsafe conditions, or other circumstances beyond our control. We will make reasonable efforts to reschedule affected appointments.

Rescheduling Requests

We understand that schedules may change. Customers are encouraged to provide as much notice as possible when requesting to reschedule. All rescheduling requests are subject to availability.

5. Pricing and Payment

Service Pricing

All pricing is based on factors including, but not limited to, the size and condition of the property, type of service requested, frequency of service, and any special requirements.

All quotes and estimates are provided based on the information available at the time of booking and are not guarantees of final cost.

Final pricing may be adjusted if actual conditions differ from what was represented, including but not limited to excessive buildup, clutter, additional time required, or changes in scope of work.

Deposits

Deposits may be required for certain services, including deep cleaning, move-in/move-out cleaning, first-time customers, or customers with repeated cancellations or no-shows.

Deposits are applied toward the total service cost and are non-refundable unless the Company is unable to perform the scheduled service.

Commercial services do not require deposits unless otherwise agreed in writing.

Payment Methods

We accept various forms of payment, which may include cash, check, electronic transfer, and credit or debit card payments through approved payment platforms.

Payment Terms

All invoices are issued and managed through our billing system.

Residential Services:

Payment is due within fifteen (15) days from the invoice date.

Commercial Services:

Payment is due within thirty (30) days from the invoice date.

Late Payments

Invoices not paid by the due date may be subject to a late fee of 5% of the outstanding balance or $25 minimum, whichever is greater. Overdue balances may also accrue interest at a rate of up to 1.5% per month, as permitted by law.

We reserve the right to suspend future services until outstanding balances are paid in full and to pursue collection or legal action if necessary. The Customer agrees to be responsible for any costs associated with collection, including reasonable attorney’s fees where permitted by law.

Returned Payments

Returned checks or failed payments may be subject to a fee of $35 or the maximum amount allowed by law, in addition to any bank charges incurred.

6. Customer Responsibilities

Property Access

The Customer is responsible for providing safe and reliable access to the property at the scheduled service time. This includes ensuring that all entry methods, such as keys, codes, or instructions, are accurate and functional.

The Customer must be reachable during the service window in case access issues or questions arise.

Failure to provide access may result in the appointment being treated as a no-show and subject to applicable fees.

Property Preparation

The Customer is responsible for ensuring that the property is reasonably prepared prior to our arrival.

This includes removing excessive clutter, trash, personal belongings, and other obstructions from floors and surfaces to allow effective cleaning.

If the property is not adequately prepared, the Company may, at its discretion:

• Limit cleaning to accessible areas only
• Apply additional charges for time spent addressing clutter or delays
• Adjust the service type or pricing based on actual conditions
• Refuse or discontinue the service if conditions prevent effective or safe cleaning

If service is refused or significantly limited due to property condition, a minimum service fee or cancellation fee may still apply to cover travel time, labor, and scheduling.

Health and Safety Disclosures

The Customer agrees to inform the Company in advance of any conditions that may affect the safety or performance of the service, including but not limited to hazardous materials, unsafe conditions, aggressive pets, or health concerns relevant to the cleaning environment.

Failure to disclose such conditions may result in refusal or discontinuation of service.

7. Service Standards

Quality of Service

The Company is committed to providing professional cleaning services performed by trained and insured staff using appropriate equipment and cleaning products.

Services will be performed according to the scope agreed upon at the time of booking. While we strive for consistent and high-quality results, outcomes may vary depending on the condition of the property, surfaces, and materials.

Satisfaction Guarantee

If the Customer is not satisfied with the quality of service provided, the Customer must notify the Company within twenty-four (24) hours of service completion.

Upon timely notification, the Company will make reasonable efforts to address the concern, which may include returning to re-clean specific areas.

This satisfaction guarantee applies only to issues directly related to the quality of cleaning performed and does not apply to conditions beyond our control, including but not limited to permanent stains, damage, or areas that could not be cleaned due to property condition or accessibility.

Refunds are not guaranteed and are issued at the sole discretion of the Company.

Service Limitations

Unless specifically agreed upon in advance, the Company does not provide services that include hazardous material cleanup, biohazard removal, heavy lifting of furniture or appliances, exterior or high-access window cleaning, pest control, repair or maintenance work, or personal care services.

Additional or specialized services must be requested and approved in advance and may result in additional charges.

8. Limitation of Liability

Damage and Loss

While the Company takes reasonable care in performing services, the Customer acknowledges that cleaning involves inherent risks.

The Company is insured for covered damages that occur as a direct result of our services. Any claims for damage must be reported within twenty-four (24) hours of service completion.

The Company is not responsible for:

• Pre-existing damage or conditions
• Normal wear and tear
• Damage resulting from improper installation, aging materials, or defective items
• Fragile, valuable, or irreplaceable items that are not disclosed or properly secured

To the fullest extent permitted by law, the Company’s liability for any claim shall be limited to the total amount paid for the service in question.

Theft and Missing Items

The Company maintains internal policies to promote honesty and accountability among team members. However, the Customer is responsible for securing valuables prior to service.

Any claims of theft or missing items must be reported within twenty-four (24) hours of service completion. The Company reserves the right to investigate all such claims.

Health and Environmental Conditions

The Company uses professional cleaning products and methods; however, we do not guarantee the complete removal of all allergens, bacteria, or environmental contaminants.

Customers with specific sensitivities or concerns must notify the Company in advance.

Force Majeure

The Company shall not be held liable for any delay, interruption, or failure to perform services due to circumstances beyond our reasonable control, including but not limited to severe weather, natural disasters, government actions, public health emergencies, labor shortages, equipment failures, or transportation disruptions.

9. Termination of Services

Customer-Initiated Termination

The Customer may discontinue services at any time by providing notice to the Company. However, any deposits for scheduled services are non-refundable, and payment for all completed services remains due.

Recurring services may be cancelled in accordance with the Company’s cancellation policy, including the requirement for at least twenty-four (24) hours’ notice.

Company-Initiated Termination

The Company reserves the right to suspend or terminate services at any time, with or without prior notice, for reasons including but not limited to:

• Non-payment or repeated late payments
• Unsafe, hazardous, or unsanitary working conditions
• Aggressive, abusive, or inappropriate behavior toward staff
• Repeated cancellations, rescheduling, or no-shows
• Misrepresentation of the property condition or service requirements
• Violation of these Terms of Service

In the event of termination, the Customer remains responsible for payment of all outstanding balances, including any applicable fees incurred prior to termination.

10. Privacy and Confidentiality

The Company respects the privacy of its Customers and is committed to protecting personal information.

Any personal information collected in connection with our services or website is handled in accordance with our Privacy Policy.

We take reasonable measures to safeguard customer information, including property access details and contact information, and limit access to authorized personnel only.

Our team members are trained to respect customer privacy and confidentiality while performing services.

We do not disclose customer information to third parties except as necessary to provide services, process payments, comply with legal obligations, or as otherwise described in our Privacy Policy.

11. Intellectual Property

All content on our website, including but not limited to text, graphics, logos, images, and branding materials, is the property of the Company and is protected by applicable intellectual property laws.

The Customer may not reproduce, distribute, modify, or create derivative works from any content without prior written consent from the Company.

Unauthorized use of the Company’s name, logo, branding, or other proprietary materials is strictly prohibited.

Customer reviews or testimonials may be used by the Company for marketing or promotional purposes, provided that no personally identifiable information is disclosed without consent.

12. Dispute Resolution

Good Faith Resolution

The Customer agrees to contact the Company directly to address any concerns or disputes related to services provided. Both parties agree to make reasonable efforts to resolve disputes in good faith prior to pursuing formal action.

Governing Law and Venue

These Terms and any disputes arising from or related to the services provided shall be governed by the laws of the Commonwealth of Virginia.

Any legal action or proceeding shall be brought exclusively in the appropriate courts located in or serving Harrisonburg, Virginia.

Mediation

Before initiating formal legal proceedings, both parties agree to attempt to resolve the dispute through informal negotiation or, where appropriate, mediation.

Nothing in this section prevents either party from seeking relief in small claims court for eligible matters.

13. Modifications to Terms

The Company reserves the right to update or modify these Terms at any time. Any changes will be posted on our website with an updated “Last Updated” date.

Continued use of our services after such changes constitutes acceptance of the revised Terms.

14. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions shall remain in full force and effect. Any unenforceable provision shall be modified to the minimum extent necessary to make it enforceable.

15. Entire Agreement

These Terms of Service, together with our Privacy Policy, constitute the entire agreement between the Customer and the Company regarding the services provided and supersede all prior agreements, communications, or understandings.

16. Contact Information

For questions regarding these Terms or our services, please contact:

17. Acknowledgment

By using our services, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms of Service.

Thank you for choosing Portillo's Cleaning LLC for your cleaning needs!