WE GOTHAM CLEAN, hereinafter referred to as “Company” or “we,” reserves the right to amend these terms and conditions for our cleaning services in New York or outside New York without prior notice. By requesting services from WE GOTHAM CLEAN, the customer accepts these terms and conditions and agrees to abide by them. Please carefully review the following terms and conditions.
PAYMENT POLICY: Payment in full is due at the time of booking. We accept credit cards (Mastercard, Visa, Amex). Cash payments are not accepted.
REFUNDS: WE GOTHAM CLEAN does not offer refunds because services performed are unique to the customer at the time of service. However, please contact us within 24 hours of the scheduled service if you have any concerns about the cleaning. While we do not provide refunds, we will offer a complimentary re-clean if you notify us within 24 hours of the initial service. Customers must provide a list of missed areas with pictures within the 24-hour timeframe to qualify for the re-clean. Any areas not reported within 24 hours will not be included in the re-clean. Additionally, customers may not add new services to the re-clean without meeting our minimum new service requirements. Our free re-cleans will be scheduled within 24 to 48 hours, and the customer must be available to grant access to our cleaners.
RECEIPTS AFTER CLEANING: All receipts are automatically generated upon successful payment. If customers do not receive a receipt automatically, they must request one from WE GOTHAM CLEAN. Please note that receipts will only be sent to the email used during booking, and if the email is entered incorrectly, the receipt will not be received.
GIFT CARDS: Gift cards can be redeemed for cleaning services but are non-refundable and cannot be exchanged for cash. To use a gift card, please visit our booking page and enter your unique gift card code. Any remaining balances on gift cards can also be applied to future services.
NO TERMS OR CONTRACT: There is no fixed term for this agreement between the customer and WE GOTHAM CLEAN. Customers may cancel their recurring or one-time cleaning service free of charge if canceled at least 48 hours before the scheduled booking. A cancellation fee of $79 will apply for bookings canceled within 48 hours of the scheduled date and charged to the customer. Appointments can be rescheduled for a $79 cancellation fee or rescheduled to a suitable date. WE GOTHAM CLEAN also reserves the right to cancel the service at any time if there are problems with the access to the home, water or electricity supplies, or problems working around other contractors and /or service providers, as well as interference from any party. The customer will still be held liable for up to 50% of the cost of the agreed service.
HOURLY SERVICE: All hourly services are billed at the current rate set by WE GOTHAM CLEAN at the time of booking. Customers may not change the booking type after the service has begun without prior notice to WE GOTHAM CLEAN. We do not offer custom pricing; services fall into categories such as Standard Cleaning, Deep Cleaning, Move-in/Move-out Cleaning, Hourly Cleaning. All services are categorized as one of these types. Any adjustments must be communicated to WE GOTHAM CLEAN via email, text message, or phone call and are subject to approval by our company. For hourly services where the customer is present during the cleaning, any additional time spent by our cleaners will be billed. Customers are responsible for ending the service within the billable hours to avoid additional charges. If a customer wishes to add extra services or time to the hourly service, they must contact WE GOTHAM CLEAN in advance. Customers should communicate concerns about cleaning efficiency to WE GOTHAM CLEAN before the end of the hourly service. For hourly services where the customer is not present, WE GOTHAM CLEAN will communicate with the customer once the service is completed. If additional cleaning is needed, the customer will be informed. Customers are responsible for providing enough hours for the required cleaning. Insufficient hours will result in cleaning only the priority areas, and the customer will be notified. Our 24-hour clean guarantee for hourly services covers fixing missed areas but does not guarantee the same number of hours as the initial booking.
PRICE AND SCHEDULING: Rescheduling may result in changes to pricing based on the frequency of your service. We offer weekly, bi-weekly, and monthly cleaning categories, each with specific pricing. Changes in scheduling may lead to price adjustments, and customers can contact us to discuss these modifications. Price changes may affect future bookings but do not impact previously scheduled services. Rescheduling your cleaning may result in the cost of your service being Less Than, More Than or the Same As your last cleaning. Accommodations will be made for when the home is not occupied and customer may contact us to make amends.
Example 1: A Bi‐Weekly scheduled customer who skips a cleaning will create a four‐week interval between visits and the applicable (higher) Monthly rate will apply to the next cleaning.
Example 2: A Bi‐Weekly scheduled customer who adds an additional cleaning in‐between scheduled visits would be charged the applicable (lower) Weekly rate for the next 2 cleanings as there will be a one‐week interval between both cleanings.
Example 3: A Monthly scheduled customer who adds an additional cleaning in between scheduled visits would be charged the applicable (lower) Bi-Weekly rate for the next 2 cleanings as there will be a two‐week interval between both cleanings.
Example 4: A Weekly scheduled customer who skips a cleaning will create a two‐week interval between visits and the applicable (higher) bi-weekly rate will apply to the next cleaning.
CLEANING FEE ADJUSTMENTS: WE GOTHAM CLEAN may re-evaluate service rates based on the time required to perform our services to meet the customer’s needs and satisfaction, and WE GOTHAM CLEAN’s standards. Customers are required to disclose the true state of the home required for cleaning. Customers will be contacted if there are large discrepancies prior to the service being offered. WE GOTHAM CLEAN reserves the right to adjust customer’s prices if the true state of the home or home size is not disclosed prior to booking a service. WE GOTHAM CLEAN also reserves the right to adjust its prices as shown on the website before or after a customer has booked a service. All price changes do not affect previously booked services. WE GOTHAM CLEAN constantly reviews its prices to ensure prices are in line with what the market’s current rates are. Therefore, after a service has been booked, WE GOTHAM CLEAN may review its prices and increase or decrease them. Recurring services may not be affected by price changes, however, WE GOTHAM CLEAN may contact recurring customers to discuss large discrepancies in price changes for future work.
LATE CANCELLATION: Late Cancellation fee of $79.00 will be charged unless notification of a change has been made 48 hours prior to the service date and time. All notifications must be made by calling our office or emailing/texting. Telling the cleaning team when they are in your home is not considered notification.
RESCHEDULING: A customer may reschedule a service 48 hours before the service appointment time. A service rescheduled can be canceled at any time for $79 cancellation fee or rescheduled to a later date for free.
LOCKOUT/INACCESSIBILITY: WE GOTHAM CLEAN will make every effort to accommodate its customers in the event of a lockout where our cleaners cannot gain entry to the home. Lockouts can be rescheduled to another date. For cancellations during a lockout there will be a $79 cancellation fee for homes within the city. And for homes outside the city limits, there will be a $79 cancellation fee plus a travel fee.
CHANGES: Should you at any time require a change or modification of the cleaning detail or instructions, or wish to change the cleaning schedule of frequency, you must contact WE GOTHAM CLEAN office by phone, text, or email. Additional requests/work given to the team at the time of cleaning that was not agreed upon by our office during the booking cannot be honored This includes but not limited to refrigerator cleaning, garage, extra rooms, or any extras as listed on our website must be added to your cleaning plan during your booking, or by contacting our office prior to your service date and time. We will provide an over the phone estimate, however, we reserve the right to adjust the quote after the job is completed. A customer may request additional work for their homes provided the customer contacts WE GOTHAM CLEAN by phone/email prior to the service time to make the adjustments.
ACCIDENTS & THEFT: The client is responsible for securing – cash, jewelry and any other items of value. If you have valuables or heirlooms, etc., it would be helpful if they would be put away to avoid accidents. Regrettable and although not common, from time to time, something may be broken. Our personnel are instructed to call our office at once if ANYTHING is broken, and to leave you a note advising you of the accident.
In the event an item is damaged or broken, we reserve the option to repair or replace the item, if it was caused by our team, you must report this incident within 24 hours of service. The client must be present at the end of the cleaning. And must inspect the home before the cleaners’ departure. Any damages should be brought to our attention right away. Once the cleaners leave. The cleaner is no longer liable for any damages that may occur where we cannot verify the source of the damage.
A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. We cannot be responsible for wall hangings attached with anything other than “real” picture hooks. No straight pins, thread, etc. WE GOTHAM CLEAN & its cleaners will make every effort to ensure when dusting hanging frames that they do not get damaged. Customers are responsible for the use of proper hanging techniques for their home decor.
If a client suspects theft or actual theft has taken place, it is the client’s responsibility to report the incident to WE GOTHAM CLEAN office. The client will lay a charge of theft, if actual theft has taken place and follow through to the point of actual prosecution. WE GOTHAM CLEAN is indemnified against any claim.
HOLIDAYS: The only holidays observed by our company are New Years Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve day and Christmas Day. Regular cleaning will be offered all other holidays. Should your regular cleaning fall on these days, our office will contact you approximately 1 – 2 weeks prior to the holiday to reschedule your cleaning. If you wish to reschedule a cleaning that falls on another holiday throughout the year, please call the office at least 2 business days in advance to avoid a late cancellation fee.
HEALTH & SAFETY: WE GOTHAM CLEAN reserves the right to refuse a job on grounds of health and safety or any work outside the scope of our insurance policy.
CLUTTER: The cleaning will be far more satisfactory if the team does not have a great deal of clutter with which to contend. Desks that have a large amount of paperwork for instance may not be cleaned. WE GOTHAM CLEAN cleaners may try to organize cluttered workspaces to the best of their abilities to ensure that the cleaning is done satisfactorily.
PETS: If you have pets, our cleaners do appreciate it when they are secured and that you pick up after them. We do not clean litter boxes or urine/feces from the floor.
PETS ESCAPING FROM THE HOME: WE GOTHAM CLEAN and its cleaners are not responsible for pets escaping when our team is entering or exiting your home. If your pet will be free during the cleaning, please inform us in advance.
LAUNDRY SERVICE: Customers who request a laundry service with WE GOTHAM CLEAN agree that WE GOTHAM CLEAN shall not be responsible for damages to the washers, dryer or clothes being washed. Every customer requesting laundry service agrees that clothes in the washer may experience discoloration, shrinking, slacking, or other unexpected outcome. Therefore, it is each customer’s responsibility to provide appropriate guidance to the cleaner regarding the laundry service or cleaning of their home. WE GOTHAM CLEAN is not liable for any damages resulting from the use of our services including laundry service.
STAIN REMOVALS: WE GOTHAM CLEAN will do its best to ensure all stains are removed during cleaning. However, there are long term stains which may be difficult to remove during the required cleaning time; such as stains in the oven, walls, or other parts of the home. WE GOTHAM CLEAN will advise customers in such cases to decide what is an acceptable cleaning for that portion of the home.
BEFORE AND AFTER PHOTOS: WE GOTHAM CLEAN takes before & after photos for cleaning jobs completed. These pictures may be used for marketing & as proof of work completed. This reduces discrepancies in expectations and helps WE GOTHAM CLEAN continue to monitor its cleaning work quality and integrity. The photos of before & after cleaning taken will be properties of WE GOTHAM CLEAN and WE GOTHAM CLEAN will not disclose cleaning location or reveal parts of the home that may indicate the customer’s personal information. Customers who are not comfortable with pictures may express their concerns to WE GOTHAM CLEAN by calling or emailing our office.
WALL WASHING/WALL SPOT CLEANING: Customers who book wall washing or wall spot cleaning service with us agree that WE GOTHAM CLEAN shall not be responsible for any damage to the walls during cleaning. There are several factors that may lead to damage to walls during cleaning and some pre-existing conditions may already be present before the service is rendered. WE GOTHAM CLEAN reserves the right to refuse wall service, or any other cleaning service on grounds of health & safety, or other reasons as pertaining to its ability to properly perform the job. A customer’s wall spot cleaning service may be switched to wall washing if the stains are all over the wall as opposed to spotted stains on the wall. In such a case, WE GOTHAM CLEAN will contact the customer to discuss a service alternative and or alternate date for a different service, as well as price.
HOARDING: Homes where hoarding has taken place require special attention. If the home was booked as a standard, deep or move out cleaning prior to arrival, WE GOTHAM CLEAN shall convert the customer’s booking to our hourly rate. All such situations can only be cleaned at an hourly rate because WE GOTHAM CLEAN cannot know how many hours it could take. Estimates will be provided to customers ahead of the cleaning appointment.
ITEMS WE CANNOT CLEAN/DO: We have instructed our staff to leave certain items untouched, such as items or areas containing any body fluids or secretions and litter boxes. If your pet has an accident or vomits, it will be your responsibility to clean it up. Our teams are advised to clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If ants, termites, roaches, fleas, etc., are encountered, WE GOTHAM CLEAN cleaners will not clean or vacuum the area.
We will leave you a note, or call you regarding the problem. Other areas we do not clean includes but not limited to:
1. Inside curio cabinets,
2. Areas higher than a step stool, one to two rungs on a ladder,
3. Areas outside of your home,
4. Areas where the cleaner has to move furniture that contains electronics,
5. Areas that require the cleaner to lift any objects over 20 pounds,
6. Objects that easily break or be damaged, such as dishes, lightbulbs, delicate glassware, etc.
Our cleaners will not prepare meals, provide any pet or children-related services, or empty diaper pails. If you have other items you prefer we not clean or handle, please call the office and we will arrange to avoid those items.
HIRING OF A WE GOTHAM CLEAN TEAM: Our teams have signed a Non-Compete agreement with WE GOTHAM CLEAN. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with WE GOTHAM CLEAN or for 2 years following termination of contract, without written approval from WE GOTHAM CLEAN. You agree not to hire past or present teams of WE GOTHAM CLEAN for a period of not less than 2 years from the date the team member last worked for WE GOTHAM CLEAN. A great deal of time and resources are put into picking out the best team.
In the event you feel you must hire a team member of WE GOTHAM CLEAN in spite of this agreement, then a $2,200.00 placement fee is due immediately upon employment of the past/present team member, regardless of whether the employment is regular or on a contract basis. Please contact WE GOTHAM CLEAN to discuss this process and how to approach it.
TIPS: Tips are appreciated by your cleaning team but not required. A recommended tip is 15-20% of your total cleaning fee. Tips can be left as cash with a written note and displayed visibly for the cleaning team.
INSIDE/BEHIND CLEANING: Behind appliances such as ovens, fridges, washers, dryers, etc. cannot be cleaned if the appliances are not moved prior to our cleaners arriving at your home. Behind appliances will not be cleaned on a standard or deep clean. These are only applicable to move-out cleanings. Behind furniture in homes may not be cleaned if moving the furniture would pose a risk either to our cleaners, the home owners, or the furniture. During deep cleanings, if a customer requires behind furniture cleaning, the furniture must be moved prior to our cleaners’ arrival.
Customers requesting an inside oven, inside fridge, or inside cabinet cleaning are required to have such places empty before our cleaners arrive.
SECURITY ALARMS: If your home is equipped with a security system, please ensure that it is in the “OFF” position or inform our office of the codes and input sequence before your scheduled cleaning. Please be sure to notify our office if this code changes.
MOVE-OUT CLEANING: Customers using our move-out cleaning plan confirm that their homes are empty and free of clutter. WE GOTHAM CLEAN does not address pet odors in homes. If the home is not empty and contains items such as those in the fridge or cabinets upon our arrival, we reserve the right to change the price plan to regular or deep cleaning. Our move-out cleaning is priced for empty homes. Extra charges apply when tasks like emptying cabinets and fridges are added. Customers may use our inside cabinet or inside appliances cleaning plan, provided minimal items are left inside, and all items must be removed.
Our move-in/move-out cleaning requires that the customer’s home be empty before the cleaning service begins.
QUALITY CONTROL: Our quality control consists of making home inspections and phone calls. A supervisor may enter your home after our cleaning team has done their job. They may call you at home or work. We believe that inspections and client contact is the best way to help in exceeding your expectations and improve our high standards. You may also benefit from a satisfaction survey. We appreciate your feedback.
CLEANING APPROVALS: Customers may confirm their cleaning service satisfaction through various methods, including voice, phone, email, or text. Once approval is received, WE GOTHAM CLEAN reserves the right to deny re-clean requests. Customers must ensure that non-verbal communication with WE GOTHAM CLEAN is acknowledged within 24 hours of the initial cleaning. Complaints made more than 24 hours after the initial cleaning may be denied as per our policy.
TEAMS: Our cleaners work in teams of varying sizes depending on the job’s scale. Upon request, we will make attempts to maintain the same team leader or team for your home, but we cannot guarantee this due to factors such as illness, promotions, and scheduling.
CONDUCT: Our cleaners will be respectful while in your home and will focus on their cleaning tasks. They will not engage in activities outside their job description, such as smoking, eating, watching TV, or other unrelated tasks. Our services are focused on general house cleaning, and we do not specialize in tasks outside our scope.
EQUIPMENT AND SUPPLIES: We provide our cleaning supplies and equipment, including vacuums, mops, and cleaning products. If you have specific cleaning products you want your scheduled cleaner to use, please contact our office before the service date. If your home’s condition requires it, we may request you to provide a working vacuum cleaner for our team’s safety.
WORKING AT HEIGHTS: We do not work at heights beyond 2 ladder rungs for safety reasons and may decline such jobs. We prioritize cleaners’ health and safety in all work we undertake.
ARRIVAL TIME: Your scheduled cleaning time has a window of +/- 90 minutes to accommodate for traffic and unforeseen delays. Any significant delays will be communicated to customers prior to the service.
KEYS: Please make arrangements for your home to be accessible to us. Your scheduled cleaning time may change due to several factors, including traffic, but we will make every effort to be at your home within 90 minutes of your cleaning time as scheduled. Please let us know how our cleaners may access your home either using a keycode, drop box, etc. If you forget to leave us a way to enter the home for cleaning, we will reschedule the cleaning for another day at your earlier convenience. Refunds are not given for cleaning where the cleaners were unable to get access to the homes.
COVID-19: No customer shall book a service with WE GOTHAM CLEAN without fully disclosing their knowledge of Covid symptoms. As a customer of WE GOTHAM CLEAN, it is your responsibility to inform our company if you experience any symptoms related to Covid. Any recent international travel, sickness, contact with sick individuals, quarantine status, or plans for quarantine must be disclosed to WE GOTHAM CLEAN. WE GOTHAM CLEAN reserves the right to discontinue any service on health and safety grounds.
PERSONAL INFORMATION: Calls made to or received by WE GOTHAM CLEAN may be recorded for quality and training purposes. WE GOTHAM CLEAN will never share your information or call information with third-party companies or services without prior consent or unless required by provincial or federal law.
OFFICE HOURS: Our office is open Monday through Sunday 9:00 AM to 6:00 PM. We offer after-hours customer service through our website’s chat box. Please visit our website and chat with a customer service representative from 9:00 AM to 10:00 PM seven days a week. Please note that WE GOTHAM CLEAN reserves the right to adjust the chat box customer service hours based on business needs and accommodations. Customers may also contact us and leave us a voicemail on our business phone number.
INSURED: Our company carries insurance in providing exceptional services to our customers. Proof of insurance is available upon request for our paid customers.
DISCLAIMER OF WARRANTIES: The company makes no representation, warranty, or guarantee as to the reliability, timeliness, quality, suitability, availability, accuracy, or completeness of the service or software. We do not represent or warrant that (a) the use of the service or software will be secure, timely, uninterrupted, or error-free, or operate in combination with any other hardware, software, system, or data, (b) the service or software (including any cleaning services) will meet your requirements or expectations, (c) any stored data will be accurate or reliable, (d) the quality of any products, services, information, or other material purchased or obtained by you through the service (including any cleaning services) will meet your requirements or expectations, (e) errors or defects in the service or software will be corrected, or (f) the service or the server(s) that make the service available are free of viruses or other harmful components. The service and software are provided to you strictly on an “as is” basis. All conditions, representations, and warranties, whether express, implied, statutory, or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non-infringement of third-party rights, are hereby disclaimed to the maximum extent permitted by applicable law.
NETWORK DELAYS: The company’s service and software may be subject to limitations, delays, and other problems inherent in the use of the internet, telecommunications networks, and electronic communications. The company is not responsible for any delays, delivery failures, or other damage resulting from such problems.
LIMITATION OF LIABILITY: In no event shall the company’s aggregate liability exceed the amounts actually paid by and/or due from you in the six (6) month period immediately preceding the event giving rise to such a claim. In no event shall the company and/or its licensors be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential, or other damages of any type or kind (including personal injury, loss of data, revenue, profits, use, or other economic advantage). The company and/or its licensors shall not be liable for any loss, damage, or injury which may be incurred by you, including but not limited to loss, damage, or injury arising out of, or in any way connected with the service or software, including but not limited to the use or inability to use the service or software, any reliance placed by you on the completeness, accuracy, or existence of any advertising, or as a result of any relationship or transaction between you and any third party service provider, advertiser, or sponsor whose advertising appears on the website or is referred by the service or software, even if the company and/or its licensors have been previously advised of the possibility of such damages.
GOVERNING LAW AND DISPUTE RESOLUTION: These Terms of Use and any dispute between you and WE GOTHAM CLEAN shall be governed by the laws of the state of New York without regard to principles of conflicts of law.
QUALITY OF CLEANING SERVICES: Please be aware that the quality of the cleaning services scheduled using the service or software may not meet your standards. WE GOTHAM CLEAN will do its best to rectify any matters arising from the quality issues of the services rendered. However, customers must be aware that some of WE GOTHAM CLEAN’s services are conducted by contractors.
ADVICE DISCLAIMER: Nothing on this website constitutes, or is meant to constitute, advice of any kind. If you require advice in relation to any legal, financial, or medical matter, you should consult an appropriate professional.
GENERAL: This Agreement does not create a joint venture, partnership, employment, or agency relationship between you, the Company, or any third-party provider. If any provision of this Agreement is deemed invalid or unenforceable, that provision will be removed, while the remaining provisions will remain in full force and effect. The failure of the Company to enforce any right or provision in this Agreement will not constitute a waiver of such right or provision unless acknowledged and agreed to by the Company in writing. This Agreement represents the entire understanding between you and the Company, superseding all prior written or oral agreements regarding the subject matter herein.
OTHER PARTIES: As a corporation or sole proprietorship, the Company has a vested interest in limiting the personal liability of itself, the owner/owners, officers, employees, or contractors. You agree not to bring personal claims against these parties concerning losses you may experience in connection with the Service or Software. The limitations of warranties and liability outlined in this Agreement also protect the Company’s officers, employees, agents, subsidiaries, successors, assigns, and sub-contractors.
TERMINATION: The Company reserves the right to modify or discontinue the Service, refuse current or future use of the Service, or suspend/terminate your account for any reason, including the belief that you have violated this Agreement. The Company will make reasonable efforts to contact you before suspending or terminating your account.