Terms of Service & Privacy Policy
Service Limitations
To ensure the safety of our team and the quality of our service, we reserve the right to refuse specific tasks or services under the following circumstances:
We do not step on ladders higher than three steps (or three feet) and do not lift items over 25 pounds.
We do not clean walls, ceilings, exterior windows, screens, filters, vent hoods, the interior of washers, dryers, or dishwashers, fireplaces, or garages.
We do not offer: carpet shampooing, steam cleaning, stain removal, mold removal, or insect removal.
We do not clean any remodeling or construction residue, including concrete, paint, grout, or cement.
We also do not clean under any of the following conditions:
If there are animal or human feces, urine, vomit, blood, or other similar biohazardous substances, significant mold, pest infestations, or otherwise unsanitary or unsafe conditions.
If there are Extreme Clutter or Hoarding Conditions (excessive clutter, hoarding-like situations, or large volumes of trash that make cleaning impractical or unsafe).
If there is any remodeling, construction, or moving taking place.
If the property lacks running water or electricity.
Note: this is due to the fact that the client’s property will most likely get dirty again even after the cleaning service has been performed. An exception may be made only if both parties agree to waive the Guarantee of Service. This must be a mutual decision based on the specific conditions of the property. Please note that cleaning in these situations may be more difficult, take longer, incur additional charges, and may not achieve standard cleaning results due to interfering factors.
If you believe your home may fall into any of these categories, please send photos and details before booking so we can assess whether service is possible.
If any of the above circumstances are encountered upon arrival, or if the client requests services outside of our standard scope, our team has the right to refuse those tasks. In such cases, our cancellation policy will still apply. To avoid issues, we kindly ask that clients disclose any unusual cleaning needs in advance so we can assess whether we can accommodate them.
Guarantee of Service
We are confident about our work and deeply committed to delivering the best cleaning service results. If for any reason you believe that something was not done properly or overlooked during the cleaning service, please contact us within 24 hours and we will make it right within the next 48 hours.
This will NOT apply if:
You are home during the cleaning service. If you’re home and you notice something is wrong, please feel free to give specific instructions to the cleaning team or contact us directly.
Your claim was reported anytime past the 24 hours from the completion of the service.
Your home is under construction/remodeling at the time of the cleaning service.
You did not have electricity or water available during the time of the cleaning service.
Arrival Notice
We value punctuality and we strive to always be on time. However, we provide an arrival/departure window of 60 minutes before and after the scheduled time. This is in case we have to deal with unforeseen circumstances as is the case with the unpredictability of traffic, parking and any other surprises. Please note, we will contact you immediately if we are running late.
Parking Policy
Our cleaning team requires access to free street parking for scheduled services. If free street parking is not available, the customer is responsible for providing or covering the cost of parking (e.g., a designated parking space, garage, or paid parking).
To avoid last-minute issues, we strongly encourage customers to:
Check street signs for parking restrictions, including street cleaning days and permit-only areas.
Ensure that parking is available at the scheduled service time.
Plan ahead and secure parking in advance if street parking is limited in your area.
If our cleaning team is unable to park upon arrival, we will be unable to provide the service, and the cancellation policy will apply. This means the appointment will be charged the higher of:
$80 per cleaning lady, or
50% of the total service cost (for same-day cancellations).
This policy ensures that our team’s time is respected and prevents disruptions to our schedule.
Entry to Homes
There are TWO possible ways for us to enter your home:
Be at home during the time of the cleaning service. This option gives you the ability to receive and depart your cleaning team when they’re finished.
Provide us a door code or leave the key somewhere out of sight and provide us with the instructions to find the key. In this case, the customer releases Bright N Fresh Ventura LLC from any and all liability that may arise from any damage/irregular situation. Additionally, the customer agrees and understands that he/she will be responsible for any damages/irregular situations that are caused before and/or after the cleaning service. An exception can be made should the customer have specific proof that demonstrates the contrary. This is due to the fact that some customers may have different services throughout the day and various people coming in and out of the property.
Payment Options and Tips
All payments must be processed online via Stripe using a credit or debit card. Payment is required at least 24 hours before the scheduled cleaning service. If payment is not received on time, we reserve the right to cancel the appointment, and the cancellation policy will apply. For convenience, card information will be securely stored on file for future transactions.
Tips are not mandatory but they're greatly appreciated. They can be added at the time of booking or it can be given directly to your cleaning team at the time of service.
Cancellation Fee
We understand that occasionally a customer may need to cancel or reschedule an appointment. If this is your case, please email us at ventura@brightnfresh.com or call us immediately (323) 963-4288. This allows us to service other appointments and manage our team’s schedules more efficiently.
Cancellations made within 48 hours prior to the cleaning service will be charged a cancellation fee of $35.00 per each cleaning lady. Cancellations made within 24 hours prior to the cleaning service or lack of cancellation notice (cleaning team unable to gain access to the property, free street parking not available and customer not being able to provide a parking spot) will be charged a cancellation fee of $70.00 per each cleaning lady. This fee is meant to help cover our cleaning team’s expenses.
Refunds
We do not process refunds of payments after the cleaning service has been performed. However, we do offer our customers our Guarantee of Service.
Price Increases
Bright N Fresh Ventura LLC reserves the right to adjust service prices at any time. Our regular customers will be notified 14 days prior to any price increase.
Liability/Damage
Bright N Fresh Ventura LLC is fully bonded and insured. Please notify us within 24 hours of the cleaning service if any damage occurred during the service.
Items excluded from liability are: cash, jewelry, one-of-a-kind items or hard to get items; items of sentimental value, art, antiques and electronics.
Privacy / What do we Use Information For
We collect your information to personalize your experience, improve customer service, process transactions and send periodic emails or text messages.
The safety of our customers is very important to us. We guarantee discretion and we do not share information with any third parties. For your protection and the safety of our cleaning teams, we are fully bonded and insured.
Changes to Our Privacy Policy
We have the right to change these Terms of Service at any time without notice. By using our services you agree to be bound by the current version of these Terms of Service.