Terms of Service

These Terms of Service (“Terms”) are an agreement between you and Holy Cow Cleaning LLC, doing business as Holy Cow Cleaners (“Holy Cow Cleaners,” “we,” “us” or “our”). They apply to our residential and commercial cleaning services in Wake County, NC and to holycowcleaners.com. By requesting an estimate, booking a service or using our website, you agree to these Terms and to our Privacy Policy. Please read them carefully.

1. Our services

We provide residential cleaning services, including standard, deep and move-in/move-out cleaning, and, where available, commercial and office cleaning. What each service includes is described on our checklist page. Tasks marked as add-ons are available for an additional fee and are only included when you book them. We may decline or stop a job that is unsafe, unlawful or outside the scope of what we offer.

2. Estimates, pricing and bookings

Estimates are based on the information you give us, such as home size, condition, pets and the service you choose. If the home is substantially different from what was described (for example, much larger, much dirtier or more cluttered), we may adjust the price, remove tasks or reschedule before or during the visit. A booking is confirmed when we confirm the date and time with you.

3. Satisfaction guarantee

We stand behind our work. If something included in your service was missed, tell us within 48 hours of the visit, with photos if possible, and we will arrange to make it right at no cost. The re-clean is our remedy for service concerns, and we do not provide monetary refunds except where required by law or at our discretion. The guarantee does not cover areas you did not ask us to clean, add-ons you declined, permanent stains or existing damage, a home that was described inaccurately, or delays or limits caused by contractors, pets, clutter, lack of access or no working utilities.

4. Scheduling, arrival windows and access

• We give you an arrival window of up to two hours and will update you if timing changes.
• You are responsible for providing accurate access instructions, such as door codes, keys and parking details. Please make sure someone is available or that access works as described.
• If we can’t get into the home within 20 minutes of the start of the arrival window, a lockout fee may apply, equal to 50% of the service price or $75, whichever is less, and the visit may be treated as a late cancellation.

5. Cancellations, deposits and rescheduling

• One-time, deep and move-in/move-out cleanings: may require a deposit of 25% to 50% of the service price, disclosed at booking. The deposit is non-refundable if you cancel.
• Recurring cleanings: cancelling or rescheduling with less than 72 hours’ notice may incur a fee of 25% of the visit price, and with less than 24 hours’ notice (including same day) a fee of 50%.
• Rescheduling inside those same windows is treated like a cancellation fee.
• If weather, a utility outage or an unsafe condition prevents the visit, we will work with you to reschedule, but fees may apply if the issue was within your control.
• If you received a promotional or recurring-plan discount and cancel early, we may remove that discount.

6. Your responsibilities and service limits

• Provide working water and electricity during the visit.
• Put away clutter, valuables and personal items, and move heavy furniture before the visit. Please secure pets and tell us about any that could affect the work or safety.
• Tell us about fragile, antique or high-value items and any surfaces that need special care.
• Please do not ask us to perform services that are not included in your booking.

We do not provide biohazard or bodily-fluid cleanup, hoarding cleanup, mold or pest remediation, exterior or ladder work, or handling of weapons, drugs, large amounts of cash or other high-risk items. We aren’t responsible for pre-existing damage or wear, or for surfaces that are loose, defective or unsuited to cleaning.

7. Payment

• Payment is due before the work begins and is charged to the card on file. Any deposit is credited toward the total.
• We accept major credit and debit cards through our payment processor. A 24-hour authorization hold may be placed on your card before the visit.
• Deposits are non-refundable (see Section 5).
• If a payment is declined or returned, a returned-payment (NSF) fee of $30 applies, and we may pause future bookings until the balance is paid.
• Late payments incur a late fee of 15% per month.
• Fees in this section apply to the extent permitted by North Carolina law.
• Sales tax or other taxes are added only where required by law.
• Gratuities are optional and appreciated, and go to the cleaning professionals who served you.

8. Commercial and office cleaning policies

These policies apply in addition to the rest of these Terms whenever we provide commercial or office cleaning.

• Service agreements run for 12 months and renew automatically for further 12-month terms unless you cancel with at least 30 days’ written notice before the end of the term.
• Early termination is permitted for performance or operational reasons, with written notice.
• Invoices are due within 7 business days of the invoice date.
• Overdue balances incur a late fee of 15% per month (to the extent permitted by North Carolina law), and we may suspend service until the account is current.
• Any change to the scope of work, schedule or pricing must be agreed in writing.

9. Cleaning professionals and independent contractor notice

Our cleaning professionals are screened and background-checked before they work with us. They perform your service as independent contractors, not employees of Holy Cow Cleaners. They are responsible for how they perform the work. We handle booking, billing, customer support and our satisfaction guarantee, and we carry business insurance; the cleaning professionals we work with carry their own general liability insurance.

10. No direct hiring

Because we introduce you to the cleaning professionals we work with, you agree not to hire or pay a cleaning professional directly for cleaning services, outside of Holy Cow Cleaners, for 12 months after the last service we arranged for you, unless we agree in writing. For commercial accounts, a breach of this section results in a fee of $10,000, in addition to any other remedies available to us.

11. Health and safety

Please tell us before the visit if anyone in the home has a contagious illness. We may reschedule or cancel service if conditions are unsafe, including aggressive animals, infestations, hazardous materials or threats to the safety of cleaning professionals. Reasonable cancellation fees may apply if the unsafe condition was within your control.

12. Privacy, photos and confidentiality

We handle your information as described in our Privacy Policy and keep your access instructions confidential. Please keep your door codes and alarm instructions secure. We may take before-and-after photos to document the work and resolve concerns; let us know at booking if you would prefer that we not.

13. Calls and text messages

By giving us your phone number, you agree that we may call or text you about your estimate, booking, scheduling and service updates, and, if you opt in, promotions. Message frequency varies, and message and data rates may apply. Reply STOP to opt out or HELP for help. Consent to marketing messages is not a condition of purchase. See our Privacy Policy for details.

14. Website terms of use

Our website and its content, including text, logos, graphics and the Holy Cow Cleaners name and artwork, belong to us and are protected by law. You may view it for personal use, but you may not copy, scrape, resell or misuse it. The website is provided “as is,” and we do not promise it will always be available or error-free. We are not responsible for third-party websites we link to.

15. Disclaimers and limitation of liability

To the fullest extent permitted by North Carolina law, our total liability to you for any claim related to our services or website is limited to the amount you paid for the service involved, and we are not liable for indirect, incidental, special or consequential damages. Nothing in these Terms limits liability that cannot be limited by law, including for gross negligence or willful misconduct.

16. Resolving disputes

If you have a concern, please contact us first at contact@holycowcleaners.com or (984) 254-7117 and give us 15 days to work with you to resolve it. If we can’t, any dispute that remains will be resolved by binding arbitration on an individual basis in Wake County, North Carolina, before the American Arbitration Association under its rules for consumer disputes, except that either of us may bring an individual claim in small claims court. You and Holy Cow Cleaners each waive the right to a jury trial and to bring or take part in a class, collective or representative action.

17. Governing law

These Terms are governed by the laws of the State of North Carolina, without regard to conflict-of-law rules. Subject to Section 16, the state and federal courts located in Wake County, North Carolina are the exclusive venue for any dispute that is not subject to arbitration.

18. Changes to these Terms

We may update these Terms from time to time. The updated version will be posted on this page with a new effective date, and changes apply to bookings made after that date. Continuing to use our services or website means you accept the updated Terms.

19. Contact us

Holy Cow Cleaning LLC, doing business as Holy Cow Cleaners
Phone: (984) 254-7117
Email: contact@holycowcleaners.com
Website: holycowcleaners.com

Acknowledgement. By booking or using our services or website, you confirm that you have read, understood and agree to these Terms and our Privacy Policy.