Terms & Conditions

These terms apply to your use of this website and to cleaning services provided by Elm & Ivy House Cleaners LLC. Booking a service means you accept them.

Quotes and pricing

Quotes are based on the information you give us about the home. If the property differs materially from what was described (significantly larger, in substantially worse condition, or requiring work outside the quoted service), we will contact you before proceeding and agree a revised price. We will never do extra billable work without telling you first.

Quotes are valid for 30 days. Prices for recurring service may be reviewed annually with at least 30 days' notice.

Scheduling and access

You are responsible for providing safe, lawful access to the property at the agreed time, including any keys, codes or alarm instructions. If our team cannot access the property at the scheduled time and we are not notified at least 24 hours in advance, a lockout fee of up to 50% of the visit price may apply.

We ask for 24 hours' notice to reschedule or cancel a visit. There is no cancellation fee for cancellations made with that notice, and no minimum term or contract for recurring service.

What is included

Services are performed according to our published cleaning checklist for the service booked. Anything not on that checklist is not included unless agreed in writing in advance.

For safety and insurance reasons, our teams do not:

• Use ladders taller than a two-step stool, or clean above safe reach.
• Clean exterior windows above the ground floor.
• Move heavy furniture or appliances.
• Handle mould remediation, pest treatment, or biohazard clean-up.
• Clean areas containing animal or human waste, or hoarding conditions.

We reserve the right to decline or stop a job where conditions are unsafe, and to charge for time spent.

Our guarantee

If you are not satisfied with a clean, notify us within 24 hours of the visit and we will return to correct the issue at no charge. If we are unable to meet the standard on that return visit, we will refund the price of that clean. This guarantee is our sole remedy for dissatisfaction with the quality of a clean.

Damage and liability

We carry liability insurance and are bonded. If our team damages something in your home, tell us within 48 hours of the visit and we will repair or replace it, or compensate you fairly.

We are not responsible for damage arising from pre-existing wear, faulty or improperly installed fixtures, items that are unstable or already damaged, or surfaces where you have asked us to use a product you supplied. Please secure irreplaceable and high-value items before a visit.

To the fullest extent permitted by Connecticut law, our total liability arising out of any service is limited to the amount paid for that service, and we are not liable for indirect, incidental or consequential damages.

Payment

Payment is due after the service is performed. We accept major credit cards, ACH transfer and cheque. Recurring clients may keep a card on file, charged on the day of each visit. Balances unpaid after 15 days may incur a late fee of 1.5% per month, and we may pause service until the balance is settled.

Non-solicitation of staff

Considerable cost goes into recruiting, background-checking and training our team. If you directly employ a current or recent Elm & Ivy team member for household services within 12 months of their last visit to your home, a placement fee of $2,500 becomes payable. This does not restrict anyone's right to work; it applies to the client relationship only.

Website use

The content, branding and photography on this site belong to us and may not be reproduced without permission. The site is provided as-is; we make no warranty that it will be error free or uninterrupted.

Changes and governing law

We may update these terms; the version in effect on the date of your booking applies to that booking. These terms are governed by the laws of the State of Connecticut, and any dispute will be heard in the state or federal courts of New Haven County, Connecticut.

Contact

Elm & Ivy House Cleaners LLC
Email: hello@elmandivycleaners.com
Phone: (555) 555-0142