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NOVA VIP CLEANING LLC

TERMS OF SERVICE AND CLIENT SERVICE AGREEMENT

Effective Date: january 14, 2026

PLEASE READ THESE TERMS CAREFULLY. THEY AFFECT YOUR LEGAL RIGHTS AND INCLUDE PAYMENT AUTHORIZATION, CANCELLATION REQUIREMENTS, LIMITATIONS OF LIABILITY, A BINDING ARBITRATION PROVISION, A CLASS-ACTION WAIVER, A $5,000 CHARGEBACK LIQUIDATED-DAMAGES PROVISION, AND A $1,000 WORKER NON-SOLICITATION PROVISION.

These Terms of Service and Client Service Agreement (“Terms”) constitute a legally binding agreement between Nova VIP Cleaning LLC, a Florida limited liability company (“Nova VIP Cleaning,” “Company,” “we,” “us,” or “our”), and the person or entity purchasing, scheduling, authorizing, or receiving services (“Client,” “you,” or “your”).

By scheduling a service, approving a quote, paying a deposit, providing payment information, signing electronically, checking an acceptance box, or permitting our team to begin work, you acknowledge that you have read, understood, and agreed to these Terms.

1. Services

Nova VIP Cleaning provides residential and commercial cleaning services, including:

  • Standard cleaning;
  • First-time or reset cleaning;
  • Deep cleaning;
  • Move-in and move-out cleaning;
  • Post-construction cleaning;
  • Recurring cleaning;
  • Hourly cleaning;
  • Interior window cleaning;
  • Organization services;
  • Floor, tile, or grout services when separately quoted; and
  • Other services expressly listed in the Client’s written quote or booking confirmation.

We are responsible only for the services expressly included in the approved quote, invoice, booking confirmation, or written scope of work.

Any service, room, surface, appliance, fixture, window, cabinet, or task not expressly included is excluded unless Nova VIP Cleaning approves it in writing.

2. Quotes and Property Information

All quotes are based on the information provided by the Client, including:

  • Property size;
  • Number of bedrooms and bathrooms;
  • Type of service;
  • Current condition of the property;
  • Time since the property was last professionally cleaned;
  • Occupancy status;
  • Construction or renovation activity;
  • Presence of pets;
  • Requested add-ons; and
  • Photographs or videos provided before service.

The Client is responsible for providing complete and accurate information.

Unless otherwise stated, quotes are estimates and may be adjusted if the actual condition, size, service requirements, or scope differs materially from what the Client represented.

Examples of materially different conditions include excessive grease, pet hair, trash, clutter, mold-like buildup, heavy soap scum, construction dust, paint, adhesive, grout haze, hard-water buildup, bodily fluids, pest activity, or unusually heavy dirt.

If additional work is needed, Nova VIP Cleaning may:

  1. Offer additional time at the applicable hourly rate;

  2. Provide a revised flat-rate price;

  3. Complete as much as reasonably possible within the original scope or purchased time; or

  4. Decline or discontinue unsafe or undisclosed work.

We will not knowingly exceed the approved scope without authorization from the Client or the Client’s authorized representative.

Quotes expire thirty days after issuance unless otherwise stated.

3. Flat-Rate and Hourly Services

Flat-Rate Services

A flat-rate service covers only the work expressly included in the written scope. It does not guarantee that every stain, mark, discoloration, residue, or condition can be removed.

Hourly Services

Hourly services are based on the number of cleaners assigned and the total time worked.

The team will complete as much as reasonably possible during the purchased time. Hourly service does not guarantee completion of every requested task.

Additional time must be approved before the cleaners leave. Once the team has departed, time cannot be added retroactively to the same appointment.

Unless otherwise stated in writing, hourly rates may include:

  • Standard cleaning: $50 per cleaner, per hour;
  • Deep cleaning: $55 per cleaner, per hour; and
  • Post-construction cleaning: $65 per cleaner, per hour.

Hourly rates may change based on location, urgency, service requirements, staffing, or property condition.

4. Scope Limitations and Exclusions

Unless separately quoted and approved in writing, services do not include:

  • Exterior windows or exterior building surfaces;
  • High-reach work requiring more than a two-step ladder;
  • Pressure washing;
  • Heavy furniture moving;
  • Carpet extraction or professional carpet restoration;
  • Specialized stone restoration;
  • Floor sanding, refinishing, stripping, sealing, or polishing;
  • Machine grout restoration;
  • Removal of permanent stains, rust, paint, adhesive, grout haze, or construction residue;
  • Mold remediation;
  • Biohazard cleanup;
  • Pest-infested areas;
  • Hazardous chemicals or materials;
  • Bodily fluids, animal waste, needles, or medical waste;
  • Hoarding conditions;
  • Lifting unusually heavy objects;
  • Wall washing;
  • Removal or replacement of caulking;
  • Repairs, maintenance, or handyman services; or
  • Any activity that our team reasonably believes is unsafe.

We may attempt to improve stained, aged, damaged, corroded, discolored, or heavily worn surfaces, but we do not guarantee restoration to a new condition.

Old grout, caulking, cabinets, fixtures, blinds, flooring, appliances, paint, and other surfaces may remain discolored or damaged after cleaning.

5. Arrival Times and Staffing

All arrival times are estimated unless Nova VIP Cleaning expressly guarantees a specific time in writing.

Traffic, weather, earlier appointments, emergencies, building access, parking, security procedures, and other circumstances may cause delays.

A reasonable arrival delay does not entitle the Client to a refund, discount, chargeback, or cancellation without charge.

Nova VIP Cleaning may assign, replace, increase, or reduce the number of cleaners as operationally necessary. The Client is hiring Nova VIP Cleaning, not a particular cleaner.

A staffing change does not automatically entitle the Client to a cancellation, refund, or price reduction.

6. Client Access and Property Readiness

The Client must provide timely and lawful access to the property.

The Client is responsible for:

  • Providing correct access instructions;
  • Obtaining permission from the property owner, tenant, association, manager, or building;
  • Arranging parking or valet access;
  • Providing gate, elevator, lockbox, key, or concierge access;
  • Ensuring electricity and running water are available;
  • Maintaining a safe temperature;
  • Securing aggressive animals;
  • Removing excessive clutter when decluttering is not included;
  • Identifying fragile, valuable, specialty, or irreplaceable items; and
  • Advising us about damaged or unstable surfaces and fixtures.

Waiting time caused by access problems may be charged at the applicable hourly rate.

If access is unavailable after the team arrives, the appointment may be treated as a same-day cancellation, and the Client may be responsible for the full scheduled amount.

7. Other Contractors and Continuing Construction

Nova VIP Cleaning cannot guarantee the continuing condition of a property when contractors, movers, painters, handymen, residents, guests, pets, or other workers are present during or after the cleaning.

Dust, footprints, debris, paint, materials, or other contamination created after an area has been cleaned are not considered defects in Nova VIP Cleaning’s work.

For construction-related services, the property should be substantially complete before final cleaning. Work performed while construction continues may require additional cleaning at an additional charge.

Nova VIP Cleaning is not responsible for conditions occurring after the team leaves or after another person enters or performs work at the property.

8. Before-and-After Documentation

Nova VIP Cleaning may photograph or record the property before, during, and after service for:

  • Quality control;
  • Scope verification;
  • Worker safety;
  • Training;
  • Documentation;
  • Damage prevention;
  • Payment disputes;
  • Insurance claims; and
  • Defense against chargebacks or legal claims.

We will make reasonable efforts not to photograph personal documents, private photographs, or identifying information unnecessarily.

Before-and-after photographs that do not reveal confidential or personally identifying information may be used for lawful marketing purposes unless the Client opts out in writing before service.

9. Walkthrough and Acceptance of Service

The Client or an authorized representative should perform a final walkthrough while the cleaners remain at the property.

Any concern that can reasonably be observed must be reported during the walkthrough so the team has an opportunity to address it before leaving.

The service will be considered completed and accepted when any of the following occurs:

  1. The Client or representative approves the walkthrough;

  2. The Client tells the team it may leave;

  3. The Client refuses or fails to participate in a walkthrough;

  4. The Client is unavailable at completion;

  5. The Client denies the team an opportunity to correct an identified item;

  6. The Client takes possession of or begins using the cleaned area; or

  7. The team leaves after completing the authorized scope.

Acceptance does not waive a timely report of a hidden issue that could not reasonably have been identified during the walkthrough.

10. Satisfaction and Touch-Up Policy

Nova VIP Cleaning does not offer cash refunds for completed labor.

If the Client believes an included area was missed, the Client must notify Nova VIP Cleaning in writing within forty-eight hours after completion and provide clear photographs or videos.

The Client must provide Nova VIP Cleaning a reasonable opportunity to inspect and, when appropriate, correct the documented issue.

Any approved touch-up:

  • Is limited to the originally included scope;
  • Does not include new requests or additional work;
  • Must occur while reasonable property access remains available;
  • Does not include conditions created after the original service;
  • Does not apply to permanent staining, wear, damage, buildup, or excluded services; and
  • Is the Client’s exclusive remedy for a correctable cleaning concern, to the extent permitted by law.

A touch-up may be denied when:

  • The Client refuses the original walkthrough;
  • The Client refuses an offered correction;
  • Other workers or occupants altered the property;
  • Construction continued after service;
  • The Client no longer controls access;
  • Keys were surrendered to another party;
  • Furniture or belongings were moved into the property;
  • The complaint concerns an excluded service; or
  • The issue was reported outside the required period.

11. Reviews and Required Cure Period

If you are satisfied with our Services, Nova VIP Cleaning encourages you to leave a review on an online platform of your choosing. Reviews help prospective clients evaluate our Services and support the continued growth of our business.

Nova VIP Cleaning respects your legal right to publish an honest review or express a truthful opinion about our Services. Nothing in these Terms prohibits or restricts your right to leave an honest review, communicate truthful information, submit a complaint to a government agency, or participate in a legal proceeding.

If you are dissatisfied with our Services, you agree to notify Nova VIP Cleaning in writing within forty-eight (48) hours after completion and provide reasonable detail and supporting photographs or videos when available.

Nova VIP Cleaning will be granted a seventy-two (72) hour cure period to inspect, correct, re-clean, or otherwise address any legitimate and correctable issue within the original scope of work. You agree that this seventy-two (72) hour cure period is reasonable.

The seventy-two (72) hour cure period begins when Nova VIP Cleaning receives:

  1. Written notice describing the concern;

  2. Supporting documentation when reasonably available; and

  3. Confirmation that reasonable access to the property will be provided.

If you are unavailable or unable to provide access during the cure period, the cure period will be paused until access is reasonably available.

You agree to cooperate reasonably with Nova VIP Cleaning’s efforts to investigate and resolve any service concern. If you refuse access, decline a reasonable corrective visit, or otherwise prevent Nova VIP Cleaning from addressing the issue, Nova VIP Cleaning’s obligation to provide a correction will be considered satisfied.

Clients are encouraged, but not required, to allow Nova VIP Cleaning to complete its investigation and cure process before posting a review regarding an unresolved issue.

When posting or communicating about Nova VIP Cleaning, you agree not to knowingly or recklessly:

  • Publish materially false statements of fact;
  • Fabricate or alter evidence;
  • Falsely claim services were unauthorized or not performed;
  • Accuse Nova VIP Cleaning or its personnel of criminal conduct without a factual basis;
  • Impersonate another person or create reviews under false identities;
  • Publish confidential or legally protected information; or
  • Use threats or false statements to obtain refunds, discounts, or other benefits.

If you knowingly publish materially false, fabricated, defamatory, fraudulent, or misleading statements concerning Nova VIP Cleaning, its owners, employees, cleaners, contractors, or agents without first providing Nova VIP Cleaning the contractual seventy-two (72) hour opportunity to investigate and cure the underlying service concern, you agree that Nova VIP Cleaning may suffer damages that are difficult to calculate precisely, including harm to its reputation, goodwill, customer relationships, and future revenue.

Accordingly, to the maximum extent permitted by applicable law, you agree that Nova VIP Cleaning will have incurred damages in the estimated amount of ten thousand dollars ($10,000), referred to herein as the “Liquidated Damages.” The parties agree that these Liquidated Damages are intended as a reasonable advance estimate of the damages arising from knowingly false, fabricated, defamatory, fraudulent, or misleading statements and are not intended as a penalty or as a restriction on your right to leave an honest review or express a truthful opinion.

Nothing in this Section limits Nova VIP Cleaning’s right to pursue actual damages, injunctive relief, attorney’s fees where legally recoverable, or any other remedy available under applicable law. If the $10,000 amount is determined to be excessive or unenforceable, it will be reduced and enforced to the maximum amount permitted by law.

12. Deposits and Booking Authorization

Nova VIP Cleaning may require a deposit, card authorization, prepayment, or other security to reserve an appointment.

An appointment is not reserved until the required payment information or deposit is received.

Deposits are applied to the service balance.

Unless otherwise required by law or agreed in writing, deposits are nonrefundable when the Client cancels within the applicable cancellation period, denies access, provides materially inaccurate information, or otherwise prevents performance.

Providing payment information authorizes Nova VIP Cleaning and its payment processor to charge:

  • Deposits;
  • Service balances;
  • Approved additional time or work;
  • Cancellation or lockout charges;
  • Parking or access expenses approved by the Client;
  • Returned-payment charges;
  • Card-processing charges disclosed before payment; and
  • Other amounts authorized under these Terms.

13. Payment Terms

Payment is due according to the quote, invoice, or booking confirmation.

Unless otherwise stated:

  • Card information may be required to secure the booking;
  • Zelle or another approved payment method may be requested upon arrival;
  • The full balance is due no later than completion of service; and
  • Large projects may require partial payment before work begins and the remainder upon completion.

The Client represents that the Client is authorized to use every payment method provided.

Unpaid balances may accrue interest at the lesser of:

  1. One and one-half percent per month; or

  2. The maximum lawful rate.

The Client is responsible for reasonable collection costs, court costs, filing fees, arbitration fees, and attorney’s fees incurred in collecting a valid unpaid balance, to the extent permitted by law.

A returned or declined payment may result in a $50 administrative charge when permitted by law and reasonably related to the administrative cost incurred.

14. Cancellation and Rescheduling

Cancellations or rescheduling requests must be submitted at least twenty-four hours before the scheduled service.

Unless a different policy appears in the written quote:

  • More than 24 hours’ notice: The appointment may be rescheduled without a cancellation charge, subject to availability.
  • Less than 24 hours’ notice: Nova VIP Cleaning may retain the deposit or charge up to 50% of the scheduled service.
  • Team already traveling: Nova VIP Cleaning may charge a trip fee and related expenses.
  • Team arrived or access denied: Up to 100% of the scheduled service may be charged.
  • Service already started: The Client is responsible for all labor performed, travel, supplies, and reserved staffing, with a minimum charge of the applicable cancellation amount.

Recurring clients must provide at least twenty-four hours’ notice for each skipped or changed appointment.

Repeated cancellations may result in termination of recurring-service pricing or future booking privileges.

15. Recurring Services

Recurring pricing is based on the agreed frequency and reasonably maintained property condition.

If the Client skips appointments, changes frequency, or allows the property’s condition to deteriorate, Nova VIP Cleaning may:

  • Adjust the price;
  • Charge the applicable one-time rate;
  • Require a deep or reset cleaning before recurring service resumes; or
  • End the recurring arrangement.

Recurring service continues until canceled by the Client or Nova VIP Cleaning.

Nova VIP Cleaning may change recurring pricing with reasonable advance notice.

16. Client Property, Fixtures, and Valuables

The Client must secure cash, jewelry, firearms, medication, confidential documents, collectibles, and other valuables before service.

Fragile, unstable, damaged, improperly installed, aged, or deteriorated items must be identified before cleaning begins.

Nova VIP Cleaning is not responsible for ordinary failure of items that were previously damaged, loose, unstable, worn, improperly installed, or unsuitable for normal cleaning.

Examples include:

  • Brittle blinds;
  • Loose fixtures;
  • Peeling coatings;
  • Deteriorated caulking;
  • Cracked stone;
  • Damaged flooring;
  • Unsecured shelves;
  • Loose handles;
  • Corroded appliances; and
  • Improperly mounted decorations.

Any property-damage claim must be reported in writing within forty-eight hours after service and must include photographs, proof of ownership, and proof of value.

The Client must provide Nova VIP Cleaning a reasonable opportunity to inspect the item before repair, disposal, replacement, or alteration.

Nova VIP Cleaning may elect to repair, replace, reimburse the depreciated value, submit the claim to insurance, or deny an unsupported claim.

17. Pets

The Client is responsible for securing and supervising pets.

Nova VIP Cleaning is not responsible for a pet escaping, becoming distressed, entering a work area, consuming cleaning products, or suffering an injury unless directly caused by Nova VIP Cleaning’s gross negligence or intentional misconduct.

Our team may refuse to enter or continue service when an animal appears aggressive or creates an unsafe working environment.

18. Health and Safety

Nova VIP Cleaning may immediately refuse or discontinue work involving:

  • Active pest infestations;
  • Bedbugs, fleas, roaches, termites, or similar pests;
  • Mold or suspected toxic materials;
  • Human or animal waste;
  • Needles or drug paraphernalia;
  • Blood or bodily fluids;
  • Hazardous chemicals;
  • Unsafe electrical conditions;
  • Structural hazards;
  • Extreme temperatures;
  • Aggressive animals; or
  • Any condition reasonably believed to threaten health or safety.

If a material safety condition was not disclosed before arrival, the Client may remain responsible for the cancellation charge, reserved labor, and reasonable decontamination expenses.

19. Chargebacks and Payment Disputes

The Client agrees to contact Nova VIP Cleaning directly and provide a reasonable opportunity to investigate and resolve a billing concern before initiating a chargeback or payment dispute.

A chargeback does not cancel the Client’s obligation to pay for services properly performed or amounts otherwise due.

If the Client knowingly or wrongfully initiates a chargeback for an authorized transaction after services were provided, refuses to withdraw it after receiving documentation establishing authorization and performance, or misrepresents material facts to a bank or payment processor, the Client will be responsible for:

  • The unpaid service balance;
  • Chargeback and processor fees;
  • Administrative and labor costs;
  • Evidence-preparation expenses;
  • Collection costs;
  • Reasonable attorney’s fees and legal expenses; and
  • Other actual losses caused by the dispute.

Because the administrative burden, operational disruption, payment-processing consequences, staff time, and reputational effects of a wrongful chargeback may be difficult to determine accurately at the time of contracting, the Client agrees to pay $5,000 as liquidated damages for each wrongful or fraudulent chargeback, to the maximum extent permitted by applicable law.

The parties intend this amount as a reasonable advance estimate of damages and not as punishment. If a court or arbitrator determines that $5,000 is unenforceable or exceeds a legally permissible amount, the provision will be enforced to the maximum amount permitted by law rather than invalidated entirely.

Nothing in this section prevents a Client from exercising a legitimate right to dispute an unauthorized transaction or billing error in good faith.

20. No Solicitation or Direct Hiring of Workers

By hiring Nova VIP Cleaning, you agree not to solicit, recruit, hire, engage, compensate, or encourage any cleaner, employee, independent contractor, agent, or other service provider introduced to you through Nova VIP Cleaning to perform services for you directly or indirectly outside of Nova VIP Cleaning.

This restriction includes, but is not limited to:

  • Requesting or accepting a worker’s personal contact information for the purpose of arranging services outside Nova VIP Cleaning;
  • Offering cash or any other form of direct payment to a worker;
  • Booking future cleaning or related services directly with a worker;
  • Asking a worker to leave, bypass, or stop working through Nova VIP Cleaning;
  • Hiring a worker through another person, business, platform, or intermediary;
  • Referring a Nova VIP Cleaning worker to another person for services outside Nova VIP Cleaning; or
  • Otherwise attempting to avoid Nova VIP Cleaning’s booking, payment, scheduling, or management process.

This restriction applies during your business relationship with Nova VIP Cleaning and for twelve (12) months following the date of your most recent service, unless Nova VIP Cleaning provides prior written authorization.

Nova VIP Cleaning requires this protection because it invests significant time and resources in advertising, recruiting, interviewing, screening, vetting, onboarding, training, scheduling, insuring, supervising, and maintaining relationships with its workers.

If you solicit or encourage any Nova VIP Cleaning worker to bypass Nova VIP Cleaning, or if you directly or indirectly engage or work with one of our workers outside Nova VIP Cleaning, you acknowledge that Nova VIP Cleaning will suffer damages that are difficult to calculate precisely, including recruitment expenses, training costs, administrative expenses, lost bookings, lost revenue, and disruption to its workforce.

Therefore, for each violation of this Section, you agree to pay Nova VIP Cleaning liquidated damages in the amount of one thousand dollars ($1,000.00) per worker, per violation, in addition to any unpaid service charges and any other remedies available to Nova VIP Cleaning under applicable law.

Both parties agree that this liquidated-damages amount represents a reasonable advance estimate of Nova VIP Cleaning’s expected losses and is not intended as a punishment or penalty.

Each separate direct booking, payment, referral, solicitation, or attempt to bypass Nova VIP Cleaning may be treated as a separate violation.

Nova VIP Cleaning may also seek injunctive relief to prevent an ongoing or threatened violation, as well as recovery of reasonable attorney’s fees and enforcement costs when permitted by applicable law.

This provision was disclosed and agreed to as a material condition of Nova VIP Cleaning accepting the Client’s booking and providing the Services.

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