TERMS OF SERVICE

Ascend Point Clean Co. | https://ascendpointhousecleaning.com/home

These Terms of Service ("Agreement") constitute a legally binding contract between Ascend Point Clean Co. ("Company," "we," "us," or "our") and any visitor, user, or customer ("you" or "Customer") who accesses our website (https://ascendpointhousecleaning.com/home) or schedules services through our Company. By using our website or booking a service, you agree to be bound by this Agreement. If you do not agree, please do not use our website or services. Individuals under the age of eighteen (18) are not permitted to use our website or book services.

We reserve the right to amend or update this Agreement at any time. Continued use of our website or services constitutes acceptance of any changes.

I. Services

Ascend Point Clean Co. provides professional residential and commercial cleaning services for homeowners, property renters, and property managers in Charlotte, North Carolina and surrounding communities. Our services include but are not limited to:

• Standard recurring cleaning (weekly, bi-weekly, monthly)

• Deep cleaning

• Move-in and move-out cleaning

• Post-construction cleaning

• One-time and special occasion cleaning

• Other services as listed on our website

II. Scheduling and Confirmation

Confirmation

Submitting a booking request or quote request online does not automatically guarantee an appointment for the selected date and time. Scheduling conflicts may occur. A representative will contact you via email, phone, or text to confirm your appointment.

To operate efficiently and minimize drive time across service areas, we schedule appointments in geographic order. If you require a specific arrival time, we will make every effort to accommodate your request but cannot guarantee it.

Customer Presence

The Customer is expected to be on the premises at the time of our arrival unless prior arrangements have been made (e.g., lockbox instructions, key handoff, or access code). If our team is unable to access the home and the Customer is unavailable, a lockout fee will apply as described in Section VII of this Agreement.

Same-Day Service

Same-day cleaning services are available subject to cleaner availability. A $50 same-day service fee applies to all same-day bookings and is charged in addition to the service price. Please contact us directly so we can assess availability and find the earliest appointment that works for you.

Appointment Window

All scheduled services include a one to two (1-2) hour arrival window due to potential delays such as traffic, weather, or prior job overruns. If our team is running significantly behind schedule, we will notify you by phone or text.

III. Payment Terms

Residential Services

A valid credit or debit card is required to book all residential services. Payment is due on the day the service is completed. Alternative payment methods (Zelle, Venmo, or cash) may be accepted with an advance deposit required to confirm the appointment, with the remaining balance due upon completion of service.

If a payment is not successfully processed, the Customer must update their payment method within twenty-four (24) hours of the failed transaction.

Balances not paid within ten (10) calendar days of the service date will be subject to a twenty-five percent (25%) late fee applied to the outstanding amount.

If payment remains unpaid beyond this period, we reserve the right to begin collections proceedings. This may include pursuing legal remedies in small claims court and filing a report for theft of services where applicable. The Customer will be responsible for the outstanding balance, applicable late fees, and any additional costs incurred through collection or legal action, including court filing fees and related expenses.

Commercial Services

Unless otherwise agreed in writing, payment for commercial services is due on a Net 15 basis.

A ten percent (10%) late fee will be applied if payment is not received within five (5) days past the due date.

If payment is not received within thirty (30) days of the invoice date, we reserve the right to pursue further action, which may include filing a report for theft of services, placing a lien on the serviced property where legally permitted, and initiating collections proceedings.

The Client will be responsible for the outstanding balance, applicable late fees, and any additional costs associated with collection or legal action, including court fees and related expenses.

Recurring Services

Customers who enroll in recurring cleaning plans (weekly, bi-weekly, monthly, or other intervals) authorize us to charge the card on file following each completed service. Pricing for recurring services will be confirmed at the time of enrollment.

IV. Satisfaction Guarantee

Your satisfaction is our top priority. If you are not completely satisfied with your cleaning service, please contact us within twenty-four (24) hours of the completion of your appointment. We will carefully review your concerns and do our utmost to make things right, which may include scheduling a complimentary re-clean of the areas in question.

To ensure we can properly assess and address any concerns, all issues must be reported within twenty-four (24) hours of the completed service. Requests submitted after this period are no longer covered under our Satisfaction Guarantee.

Our goal is to provide every customer with a clean, comfortable, and welcoming space, and we are committed to resolving any service-related concerns promptly and professionally.

V. Right to Refuse Service

We reserve the right to refuse or discontinue service at any time and for any reason necessary to protect our team, subcontractors, or equipment. Our representatives may decline to work in conditions that include:

• The presence of unsecured aggressive animals

• Extreme clutter or conditions that make safe cleaning impossible

• Disconnected utilities (water, electricity) needed to perform the service

• The presence of hazardous materials, pest infestations, or biohazards

• Threatening, intimidating, or abusive behavior toward our team

If a service cannot be completed due to any of the above conditions, a trip fee or cancellation fee may apply as outlined in this Agreement.

VI. Estimates, Pricing, and Transparency

Our service quotes are based on the information provided at the time of booking, including the size of the property, its condition, and the type of cleaning requested.

If, upon arrival, our team finds that the property's condition is significantly different from what was described for example, the home is substantially dirtier than expected, the square footage or number of rooms is larger than stated, or additional work is required we will discuss the situation with you before proceeding.

Depending on the circumstances, we may offer one of the following options:

• Approve a surcharge to allow us to complete the cleaning as requested.

• Prioritize specific areas of the home to stay within your original budget and scheduled appointment time.

If you choose not to proceed with the revised service after our team has arrived, the appointment will be treated as a same-day cancellation and a $50 cancellation fee will apply.

Our goal is to be transparent and fair, ensuring you receive the level of service your property requires while avoiding unexpected charges whenever possible.

VII. Cancellations

We understand that plans can change. You may cancel or reschedule your appointment at no charge as long as you provide at least twenty-four (24) hours' notice before your scheduled service. Notice must be provided via phone call, text, or email.

Cancellation Fee

Cancellations made within twenty-four (24) hours of your scheduled appointment are subject to a $50 cancellation fee. This policy helps us accommodate our cleaning professionals and reserve appointment times for other customers.

Lockouts

If our team arrives at the scheduled location and is unable to access the home, is turned away, or is denied entry without prior notice, a lockout or trip fee will be charged to the card on file.

No-Shows

If you are unavailable at the time of service and no alternative access arrangement has been made, the appointment will be treated as a cancellation without notice and the applicable cancellation fee will apply.

If you need to make changes to your appointment, please contact us as soon as possible and we will be happy to assist you.

VIII. Access, Security, and Home Entry

Property Access

By scheduling a service, you grant our representatives and subcontractors access to your home or property to perform the scheduled cleaning.

Security Systems and Alarm Codes

If your home has a security system or alarm, please notify us in advance and provide any necessary codes or disarm instructions. Please update us immediately if codes change to avoid a lockout fee.

Keys and Access

Ascend Point Clean Co. is not responsible for any loss or damage to your property if you choose to leave a door unlocked, place a key in an unsecured location, or provide access via an unmonitored method. Upon cancellation or termination of services, any keys in our possession will be returned within forty-eight (48) hours or the next business day.

Pets

Please secure all pets prior to our team's arrival. We are not responsible for pets that escape through open doors during service, or for any injuries sustained by our team due to unsecured animals.

IX. Clutter Policy

Our goal is to deliver a thorough, efficient, and high-quality cleaning experience. To do that, our team must have clear access to the areas being cleaned. Excess clutter can slow down the process and limit our ability to complete the service to our standards.

What We Consider Clutter

Clutter refers to personal items or household belongings that block access to surfaces or areas that need to be cleaned. This may include but is not limited to clothing, shoes, or laundry left on floors or furniture, toys or personal belongings on beds, countertops, or floors, dishes, mail, paperwork, or items covering kitchen and dining surfaces, and excess decor or miscellaneous items that obstruct cleaning areas.

Client Preparation

To help ensure the best results, we kindly ask that Customers put away personal items, clothing, and dishes before the appointment, clear floors and surfaces so our team can properly vacuum, mop, and wipe areas, and provide reasonable access to all areas included in the cleaning service.

Cleaning Limitations

Our team is trained to work around a normal level of everyday items. However, cleaners will not sort, organize, or extensively move personal belongings, areas that are heavily obstructed may be skipped and noted in the service report, and significant clutter may reduce the scope of cleaning that can be completed within the scheduled time.

Additional Time or Service Adjustments

If excess clutter requires additional time, we may contact you to discuss options before continuing. Additional time may be billed at our standard hourly rate with your approval. In cases of extreme clutter or unsafe conditions, the service may need to be rescheduled.

Providing an accurate description of your space helps us schedule appropriately and deliver the best possible results.

Respect for Your Home

We understand that homes can become busy and lived-in. This policy is not about judgment, but about ensuring safety, efficiency, and quality results. Every home is treated with respect, care, and confidentiality.

X. Customer's Equipment and Supplies

If you request that we use your cleaning equipment, tools, or supplies, you understand and agree that our Company, its owners, employees, subcontractors, and agents assume no responsibility for damage that may occur to that equipment during use. We are not responsible for the upkeep, maintenance, or repair of customer-provided equipment. If the Customer's equipment is inoperable at the time of service, certain tasks may not be completable.

You agree to hold our Company and its representatives harmless from any and all damages, injuries, or losses resulting from the use of customer-provided equipment or materials.

XI. Special Instructions

If you have specific preferences regarding how the cleaning is performed, including areas to avoid, product sensitivities or allergies, fragile items, or preferred cleaning methods, please communicate these to us before your appointment. Our team will make every reasonable effort to accommodate your instructions.

What We Do Not Cover

Our services do not include mold remediation, hazardous material handling, biohazard cleanup (including bodily fluids or blood), pest or rodent cleanup, or work on properties presenting extreme safety hazards. We do not service properties in hoarding conditions. Additional exclusions may apply depending on the service type.

XII. Safety and Physical Limitations

For safety and liability reasons, our representatives are not permitted to climb ladders beyond standard step-stool height, access rooftops or high exterior surfaces, or work in conditions deemed unsafe. If you would like our team to clean behind, beneath, or around large appliances or furniture weighing more than thirty-five (35) pounds, please move those items in advance of the appointment.

XIII. Property Damage, Breakage, and Loss

Our team is experienced and trained to handle your home with care. All representatives carry insurance and take reasonable precautions on every job. However, the risk of incidental damage always exists.

Any property damage or loss must be reported within twenty-four (24) hours of service completion, via phone, email, or text.

Limited Liability

We are not responsible for damage caused by pre-existing conditions, normal wear and tear, improperly secured items, or items not disclosed prior to service. This includes artwork, collectibles, antiques, fragile decor, or family heirlooms.

Fragile or Valuable Items

If your home contains fragile, valuable, or irreplaceable items, please identify them before service and specify how you would like them handled. Our Company is not liable for damage to items that were not disclosed prior to the start of work.

XIV. Insurance

Ascend Point Clean Co. carries general liability insurance covering potential damages or injuries that may occur during the provision of our services. A certificate of insurance is available upon request. Our coverage does not extend to damage resulting from pre-existing conditions, normal wear and tear, or the Customer's own negligence.

XV. Subcontractors

We may engage independent subcontractors to perform some or all services. Subcontractors are vetted and held to the same professional standards as our direct team members. We take responsibility for the quality of work performed by subcontractors to the same standard outlined in this Agreement.

XVI. Non-Solicitation

During the term of this Agreement and for a period of one (1) year following its termination or expiration, you agree not to solicit, hire, or attempt to induce any employee, subcontractor, agent, or affiliate of Ascend Point Clean Co. to terminate or reduce their relationship with our Company for the purpose of working directly for you. Violation of this provision may result in a placement fee to cover recruitment and training costs.

XVII. Modification and Assignment

This Agreement and your obligations under it may not be assigned, transferred, or modified without prior written consent from an authorized representative of our Company.

XVIII. Website Usage

Our website is provided for the purpose of obtaining information about and scheduling our services. All use must be lawful. The following are prohibited:

• Downloading, copying, or reproducing website content without permission

• Using data mining tools, bots, or automated extraction software

• Using framing, deep linking, or other navigational manipulation

• Registering, subscribing, or unsubscribing any person without their authorization

• Using the website or its content for any purpose other than its intended use

• Harassing, threatening, or engaging in abusive behavior toward our Company, team, or customers

• Infringing on our intellectual property rights or those of our customers

• Interfering with or disrupting our website, servers, or security systems

XIX. Indemnification

You agree to indemnify, defend, and hold harmless Ascend Point Clean Co., its owners, officers, employees, agents, and subcontractors from and against any claims, liabilities, damages, losses, and expenses (including reasonable attorneys' fees) arising out of or connected with your use of our website or services, your violation of this Agreement, or your violation of any rights of another party.

XX. Limitation of Liability

To the fullest extent permitted by law, Ascend Point Clean Co. shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to the use of our website or services. Our total liability for any claim under this Agreement shall not exceed the total amount paid by the Customer for the specific service giving rise to the claim.

XXI. Force Majeure

Ascend Point Clean Co. shall not be held liable for delays or failure to perform services due to circumstances beyond our reasonable control, including but not limited to severe storms, hurricanes, flooding, ice storms, power outages, pandemics, government orders, or other acts of God. In such cases, services will be rescheduled as soon as reasonably practicable.

XXII. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the State of North Carolina, without regard to conflicts of law provisions. If any provision of this Agreement is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

XXIII. Electronic Signatures

This Agreement and any documents delivered in connection with it may be executed electronically. Electronic signatures are recognized as legally equivalent to handwritten signatures for purposes of validity and enforceability.

XXIV. Entire Agreement

This Agreement constitutes the entire agreement between Ascend Point Clean Co. and the Customer regarding the subject matter hereof and supersedes all prior or contemporaneous communications and proposals, whether oral, written, or electronic.

Contact

Questions about this Agreement? Reach us at:

Ascend Point Clean Co. Website: https://ascendpointhousecleaning.com/home Email: [email protected] Phone: (980) 540-3109 Service Area: Charlotte, North Carolina and surrounding area

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