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Terms of Service, Koality Home Kleaning


Hourly Specials



We guarantee to work our hardest for the number of labor hours the special you are purchasing provides. Please note that more time may be needed than the hourly special provides in order to complete your home. We NEVER guarantee our hourly specials will be sufficient time to complete any home as each home differs in size and condition. You may choose to set priorities for which areas we get to first. Housekeeping items (dishes, laundry, making beds, removing trash, picking up clutter) are NOT included in our hourly specials and need to be billed at our regular rates. Housekeeping items will not be performed during our hourly special unless specifically requested, discussed, and arranged ahead of time.


We strongly recommend that someone be available at the beginning of the appointment to do a walkthrough with your cleaner(s) to discuss priorities and what can reasonably be accomplished in the time. We strongly recommend that someone be available about 30 minutes of the end of the appointment time to review what has been done and delegate what additional items are done before the time is up. In the event your presence is not possible, please understand that your expectations may not be in line with what we can deliver and we will have no way of communicating that with you. If more time is determined to be needed, we will stay at our regular rate if we are available, to finish. In the event we have another scheduled job to get to, we will be able to schedule another time to return at our regular rates to finish the work.


Hourly specials are by the labor hour, which means they are billed per hour per person. Example: A 6 hour special will include either 1 person for the full 6 hours, 2 people for 3 hours each, or 3 people for 2 hours each. We cannot guarantee which arrangement you will get as it depends on the available staff the day of your appointment. In the event we schedule you with a team and one of our staff members ends up unavailable that day, you may end up with a single person. Please keep that in mind when choosing your date to ensure there will be no conflicts in the event it becomes a longer appointment. We are unable to offer discounts or penalty-free cancellations in the event we only have 1 worker available the day of your appointment and that conflicts with your schedule. In the event our entire team is unavailable the day of your appointment, we will attempt to reschedule at everyone’s earliest convenience. In the event no time to reschedule can be found, we will then offer a refund of your deposit.




A deposit of 50% of your appointment price is due at the time of booking. The deposit is transferable with 72 hours’ notice. The deposit will not be transferable with any changes made within 72 hours of the morning of your scheduled appointment and a new deposit will be required at that time.


Payment is due immediately upon completion of your appointment time. Any unpaid balance is subject to a late fee of $10 per week with the first fee accruing at 9pm the day of your appointment until paid in full. Failure to pay within 24 hours of your scheduled appointment time will void the promotional price and our regular hourly rate will be due for the number of hours you purchased. In the event you refuse to pay entirely, we will send your account to collections and your account will be subject to an additional 35% collection fee.

We have a 48 hour cancellation policy. Any cancellations made within 48 hours of 9 am the morning of your scheduled appointment will result in the full balance of your appointment still being due. This is to ensure our workers do not have any shortages in hours. If we are able to fill the appointment with another client, we will not charge the full amount and only the deposit will be lost.

We are available from 9am to 6pm to make any requests or changes.



We bring our own equipment and supplies. If there is a special chemical, product, or piece of equipment you request us to use, we will do so, but you are assuming full responsibility should any damage occur from doing so. If you do not wish to be liable for any possible damage, please allow us to use our own equipment and supplies.


Please have all children and pets remain safe during our visit. We will be unable to keep an eye on them while performing our duty. Please have pets who are “flight risks” secured so they do not escape as we are carrying in our bulky supplies. We cannot be held responsible for missing or injured pets or children.

We are unable to use chemicals on self cleaning ovens without a written waiver of liability. If you are wishing to have your self-cleaning oven cleaned, please run the self clean cycle the day before we arrive.

We are unable to move ANY pieces of furniture, appliances, etc., or climb higher than 2’ without violating our insurance. If you wish to have any services done that would require us doing any of those things, you assume full responsibility for any damage or harm to any item or person that may occur. If you do not wish to take that responsibility, please do not have us perform those services. Our technicians reserve the right to refuse to perform them even if you do wish to take liability.

Many of our workers cannot cleanup any hazardous wastes or materials, including (but not limited to): blood, pet waste, urine, feces, needles, drug paraphernalia, black mold, etc.. You must disclose these items to us before our arrival. Failure to do so will result in us being unable to perform the duties, but the balance will still be due in full. If the technician IS able to clean despite these risks, a hazard rate of $120/man hour will apply. We will document the hazard and the cleanup with photos to attach with your final bill as proof of reason to charge our hazard rate. Please be aware of any of these hazards BEFORE our arrival and have them removed to avoid having to potentially pay for your full appointment despite our inability to perform the cleaning or having to pay our hazard rates.

Please have working conditions that are appropriate. We require running water, electricity, and a temperature between 65 and 75 degrees. Please alert us ahead of time if any of these conditions will not be met so we can prepare. Failure to alert us may result in our inability to complete the duties, but the full balance will be due.

Treatment of cleaning technicians:

Gratuities are appreciated and can be handed right to the cleaner(s) or added to your final payment.

We have zero tolerance for any mistreatment of our technicians, including physical, verbal, or otherwise. Any mistreatment will result in us being unable to conduct any further business with you and the full balance of your appointment still being due.

Your rights:

You have the right to request a technician to leave your home if they make you uncomfortable. Please alert management right away and we will pull them from your home and send a replacement at our earliest availability to complete the job. Please note that the full balance will be due at the time of the original appointment and a new technician will be sent out as soon as possible.

We have a no-smoking policy. If your technician arrives and smells of smoke, please alert management immediately and we will get a replacement technician out at our earliest availability. Pay)ment will still be due in full at the time of the appointment and a new technician will be sent out as soon as possible.


If you agree to these terms, please send your deposit to one of the following places and your appointment will be finalized! We are unable to assign cleaning technicians until deposits are collected, so even if you have your appointment scheduled in our system, it is not final until the deposit is collected:


Venmo: @Koalityhomekleaning (Cortney Durbin) 8708 for verification

Zelle: (Cortney Durbin)


If you wish to pay with a CC or bank transfer, please let us at the office know and we can send you an invoice. We can accept CC over the phone for a 4% convenience fee.

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