TERMS OF SERVICE AND POLICIES

Last Updated: May 05, 2025

Thank you for selecting Brio Cleaning LLC for your cleaning services. Please read our terms of service and policies carefully. We prefer to set clear expectations upfront and maintain well-defined guidelines to ensure professional and reliable service. If you have any questions or concerns, please don't hesitate to contact us.

1. DEFINITIONS

In these terms, the following definitions apply:

• "Company" or "Brio Cleaning": refers to Brio Cleaning LLC.

• "Client" or "Customer": the individual or entity that contracts our services.

• "Services": cleaning services provided by Brio Cleaning.

• "Site": the website www.briocleaning.net.

• "One-time service": cleaning service performed once.

• "Recurring service": regular cleaning services, scheduled at predefined intervals.

2. SERVICES OFFERED

Brio Cleaning offers the following services:

• One-time residential cleaning services

• Recurring residential cleaning services (weekly, biweekly, or monthly)

• Deep cleaning services

• Move-in/move-out cleaning

• Especial Projects

All services will be performed by trained professionals using quality products and equipment.

3. SCHEDULING AND BOOKING

3.1 Booking Process

Clients can book services through our website, by phone, or by email. All bookings are subject to availability.

3.2 Arrival Times

We strive to arrive at the scheduled time; however, exact arrival times cannot be guaranteed. Factors such as traffic, previous job duration, and unforeseen circumstances may affect arrival times. We will notify you if we anticipate delays exceeding 30 minutes.

3.3 Access to Property

Clients must ensure that our cleaning team has access to the property at the scheduled time. This can be arranged through:

• Client being present

• Providing a key in a secure location

• Door/garage code

• Remote entry system

• Unlocked door (if safe and agreed upon)

3.4 Appointment Confirmation

All appointments are confirmed immediately at the time of booking. No additional confirmation is required or will be sent.

For recurring service clients, once your schedule is established, you can expect our team to arrive at the scheduled time for each appointment. You will not receive additional confirmations for recurring appointments unless there is a change to your service.

If there is any change to your scheduled appointment (such as time adjustment, team change, or cancellation), we will contact you via email and SMS to inform you of these changes. No response is required unless you have questions or concerns about the changes.

As a courtesy, we send reminder notifications via both email and SMS 48 hours prior to your scheduled service and on the morning of your appointment. These reminders are for informational purposes only and do not require any action from you.

Clients can manage their communication preferences directly through their Booking Koala profile at any time. You may opt out of SMS reminders by replying "STOP" to any reminder text or by adjusting your preferences in your profile. Email notifications can also be disabled through your Booking Koala account settings. We respect your communication preferences while ensuring you have access to essential service information when needed.

4. CANCELLATION AND RESCHEDULING POLICY

4.1 Cancellation Policy

We require at least 36 hours' notice for cancellations to avoid fees. This policy is in place to prevent lost wages for our cleaners and revenue for the company.

4.2 Late Cancellation Fee

Cancellations with less than 36 hours' notice will result in a flat cancellation fee of $50.

4.3 Lockout/No Access Fee

If our team arrives at the scheduled time but is unable to gain access to the property, a flat fee of $50 will be charged. We will attempt to contact you via phone for up to 30 minutes to remedy the situation.

4.4 Rescheduling

Rescheduling requests should be submitted with at least 48 hours' notice. Frequent rescheduling may affect service availability.

5. PAYMENT TERMS

5.1 Payment Methods

We accept the following payment methods:

• Credit Card

• Debit Card

5.2 Payment Timing

Payment is due upon completion of service.

5.3 Credit Card Authorization

By providing your payment information, you authorize Brio Cleaning to charge the amount due to the payment instrument you have chosen to use. If we believe your payment has violated any law or these Terms and Conditions, we reserve the right to cancel or reverse your transaction.

6. REFUNDS AND SATISFACTION GUARANTEE

6.1 Satisfaction Guarantee

Brio Cleaning guarantees our work. If you are not satisfied with the cleaning service, please notify us within 24 hours, and we will return to your property within 72 hours to correct any issues at no additional charge.

6.2 Refund Policy

We offer NO REFUNDS once the service is completed. Instead, we will correct any issues as outlined in our satisfaction guarantee.

7. CLEANING STANDARDS AND LIMITATIONS

7.1 Cleaning Scope

Our services include standard cleaning tasks as outlined in the service description provided at the time of booking. Additional services may be available for an extra fee.

7.2 Height Limitations

Our standard equipment allows cleaning up to approximately 8 feet in height. Areas requiring ladders or specialized equipment may not be included in standard cleaning.

7.3 Moving Furniture

We will move light furniture to clean underneath (such as coffee tables, dining chairs, etc.). We do not move heavy furniture, appliances, or electronic equipment (refrigerators, stoves, TVs, etc.).

7.4 Excessive Dirt or Clutter

Properties with excessive dirt, clutter, or special cleaning needs may require additional time and incur additional charges. We will notify you if such conditions are encountered.

7.5 Outside Areas

We do not clean outside areas (porches, exterior windows, garages, etc.) as part of our standard services. These may be arranged as specialty services for an additional fee.

7.6 Blinds

We take extra care when cleaning blinds, as they can break easily, especially if they are more than a couple of years old due to sun exposure making the strings brittle. Our teams are trained to take a picture of any damaged blind before attempting to clean it.

If blinds are damaged during our cleaning process, please take a picture and notify our office. We will review the situation with the team and propose a plan to resolve, repair, and/or replace the damaged blinds.

7.7 Quotes for One-time Services and Initial Deep Cleans

Our pricing for one-time cleanings is based on square footage and numerous other factors. The price you receive at quote will be what you are charged unless your home is EXTREMELY DIRTY (requiring double the amount of time of a normal house its size).

In such cases, we reserve the right to call you (generally within the first hour of cleaning) and adjust the quote accordingly. At that time, both you and Brio Cleaning reserve the right to decline or accept the new price/rate.

8. SUPPLIES AND EQUIPMENT

8.1 Company Supplies

Brio Cleaning provides all standard cleaning supplies and equipment necessary to perform our services.

8.2 Client Supplies

If you prefer that we use your supplies and equipment, please inform us in advance. While we will make every effort to use them correctly, we cannot be held liable for any damage to your supplies or damage caused by your supplies to areas cleaned.

9. PROPERTY PROTECTION AND DAMAGES

9.1 Insurance Coverage

Brio Cleaning is fully bonded and insured. We take responsibility for breakage or damage caused by our cleaning staff.

9.2 Reporting Damage

Any damage caused by our cleaning staff will be reported to you immediately. Please report any concerns about potential damage to us within 24 hours of service completion.

9.3 Pre-existing Conditions

Normal wear and tear, pre-existing damage, or unstable items are not covered. Examples include loose fixtures, crumbling grout, improperly hung artwork, etc.

9.4 Valuable Items

We recommend securing or removing valuable or irreplaceable items before our arrival. For items of significant monetary or sentimental value (over $100), we may ask you to sign a release of liability form.

9.5 Wear and Tear

The longer we live in our homes, the more wear and tear builds up. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots, soap scum on glass shower doors, worn flooring, grout, window tracks, etc. are all areas where wear and tear will impact results. These areas may take more than one cleaning to improve in appearance or may not come clean at all.

10. PHOTOGRAPHY POLICY

10.1 Documentation and Marketing Purpose

Brio Cleaning takes "before and after" photographs of areas cleaned to document our work, ensure quality control, and for marketing purposes. These photographs showcase our cleaning results and may be used on our website, social media platforms, and other marketing materials to demonstrate the quality of our services.

10.2 Consent

By scheduling our cleaning services, you provide implicit consent for our team to take photographs of the cleaned areas. Our staff is trained to focus solely on the cleaning results and will avoid capturing personal belongings, documents, or any identifying information in these photographs.

10.3 Privacy Protection

We respect your privacy and confidentiality. All photographs taken in your home will:

• Focus only on the cleaning transformation (before/after)

• Exclude personal items, documents, and identifying information

• Be stored securely in our Booking Koala application

• Be anonymous with no way to identify specific homes or clients

10.4 Client Access

As a client, you have access to view all photographs taken during your service visits through our Booking Koala platform. This transparency allows you to see the results of our work and provides documentation of the services performed.

10.5 Opt-Out Option

If you prefer that we do not take photographs in your home or do not use them for marketing purposes, please notify us in writing before your scheduled service. You can opt out at any time by contacting our office, and this will not affect the quality of service you receive.

11. SAFETY PROTOCOLS

11.1 Pet Policy

For the safety of both your pets and our staff, please secure pets in a separate area during cleaning. We are not responsible for pets that escape during service. We do not clean animal waste or pet accidents.

11.2 Firearms

For everyone's safety, please secure all firearms in a locked safe or cabinet before our arrival. We reserve the right to refuse cleaning in rooms where unsecured firearms are present.

11.3 Hazardous Conditions

We reserve the right to refuse service in properties with hazardous conditions, including but not limited to:

• Insect or pest infestations

• Mold or mildew beyond normal cleaning scope

• Hazardous materials

• Unsanitary conditions (human/animal waste, vomit, blood, etc.)

• Illegal activities

11.4 Staff Safety

The safety of our employees is our priority. If our staff feels their personal safety is at risk for any reason, they may leave the premises, and the full service fee will still apply.

11.5 Insects

Insect infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, we will not clean until the problem has been rectified. Please do not expect us to clean up dead insects that you've sprayed. We will leave you a note or call you regarding the problem (turn-away fees may apply if we are unable to clean as a result).

12. SAFETY PROTOCOLS

12.1 Company Communication

It is very important for our customers to communicate with our office for any specific instructions regarding your home. We must document all requests in our software system to ensure your request is fulfilled and to avoid miscommunication.

12.2 Direct Communication with Cleaners

Direct communication from customer to the cleaners leaves out important details that we may need to know for billing purposes, in case of routine cleaner absence, or to avoid miscommunication. Please direct all communications, special requests, concerns, or changes to our office rather than to individual cleaning staff.

12.3 Distractions

It is important for us to have access to every area of your home that we will be cleaning. In doing so, we need to work freely and without distractions. Excessive talking (beyond cleaning instructions) prevents us from being 100% focused.

Every effort is made to work safely and cautiously, and we cannot assume liability for injury to others. We kindly ask that you, your children, and pets remain out of the rooms that we are cleaning to prevent safety hazards (contact with cleaning products, tripping over buckets, caddies, vacuum cords, etc.).

13. PRIVACY AND CONFIDENTIALITY

13.1 Client Information

Brio Cleaning collects and stores client information solely for the purpose of providing and improving our services. We do not sell or share your information with third parties except as required by law.

13.2 Home Access Information

Any access information (keys, codes, etc.) is kept secure and used only for providing scheduled services.

13.3 Privacy During Service

Our staff members are trained to respect your privacy and confidentiality. Personal items, papers, mail, etc., will not be disturbed unless necessary for cleaning.

14. RECURRING SERVICE POLICIES

14.1 Scheduling

Recurring services are scheduled at the agreed-upon frequency (weekly, biweekly, or monthly) on the same day and time, subject to availability.

14.2 Service Adjustments

If you need to skip a cleaning in your recurring schedule, please provide at least 48 hours' notice. For biweekly service, your next cleaning will revert to the monthly rate. For monthly service, your next appointment will revert to one-time. This policy is in place to compensate for any additional time required as a result of skipping a scheduled cleaning.

14.3 Cancellation of Recurring Service

To cancel recurring service, please provide notice at least 48 hours before your next scheduled appointment by calling (804) 655-0006.

14.4 Team Consistency

For recurring clients, we strive to send the same cleaning team whenever possible. However, there may be occasions when team changes are necessary due to illness, vacation, or staffing changes. We will attempt to contact you in advance to let you know if a different team will be servicing your home.

15. CLIENT PREFERENCES

15.1 Pet Peeves

In order to provide you with the best possible experience, please do not hesitate to provide detailed feedback on any particular pet peeves or dislikes prior to or subsequent to our cleaning. This level of detail allows us to improve and provide a better experience during each of our visits.

15.2 Quality Control

Brio Cleaning needs your input on the overall experience and quality you are receiving so that we may address concerns that are important to you and understand how to improve our services going forward. Our cleaners are compensated based upon the quality of our service. We appreciate all feedback as it allows us to be held accountable.

15.3 Special Requests

If you have any special requests or needs, please contact our office in advance rather than asking the cleaners while they are at your home.

16. ACCOUNT EVALUATION

16.1 Periodic Review

Brio Cleaning reviews accounts on a periodic basis. We reserve the right to re-assess the estimated price in order to complete your cleaning routine. Our estimates are valid for one month.

16.2 Annual Review

All customers will receive an annual review of their account for potential adjustments – either to the routine, the schedule, or the price/rate.

17. HOLIDAY SCHEDULE

Brio Cleaning observes the following holidays, during which our office may be closed:

• New Year's Day

• Thanksgiving Day

• Black Friday

• Christmas Day

If your regular cleaning falls on a holiday, we will contact you to reschedule.

18. INCLEMENT WEATHER

In cases of severe weather that may affect the safety of our staff or their ability to travel, we reserve the right to reschedule appointments. We will make every effort to notify you as soon as possible.

19. INTELLECTUAL PROPERTY

All content published and made available on our website is the property of Brio Cleaning LLC and its creators. This includes, but is not limited to images, text, logos, documents, downloadable files, and anything that contributes to the composition of our site.

20. USER ACCOUNTS

When you create an account on our site, you agree to the following:

1. You are solely responsible for your account and the security and privacy of your account, including passwords or sensitive information attached to that account.

2. All personal information you provide to us through your account is up to date, accurate, and truthful, and you will update your personal information if it changes.

We reserve the right to suspend or terminate your account if you are using our site illegally or if you violate these Terms and Conditions.

21. NO SOLICITATION OF EMPLOYEES

Brio Cleaning invests significant time and resources in recruiting, hiring, and training our employees. Our employees are contractually prohibited from accepting private work from Brio Cleaning clients. Clients who attempt to hire our employees directly without proper release from Brio Cleaning may be subject to a finder's fee of $2,500 and termination of service. This policy is in place to protect our business and the investments we make in our team members.

22. LIMITATION OF LIABILITY

Brio Cleaning LLC and our directors, officers, agents, employees, subsidiaries, and affiliates will not be liable for any actions, claims, losses, damages, liabilities, and expenses, including legal fees, arising from your use of our services or site, except as required by law.

23. INDEMNITY

Except where prohibited by law, by using our services or site, you indemnify and hold harmless Brio Cleaning LLC and our directors, officers, agents, employees, subsidiaries, and affiliates from any actions, claims, losses, damages, liabilities, and expenses, including legal fees, arising out of your use of our services or site or your violation of these Terms and Conditions.

24. APPLICABLE LAW

These Terms and Conditions are governed by the laws of the State of Virginia.

25. SEVERABILITY

If at any time any of the provisions set forth in these Terms and Conditions are found to be inconsistent or invalid under applicable laws, those provisions will be deemed void and will be removed from these Terms and Conditions. All other provisions will not be affected by the removal and the rest of these Terms and Conditions will still be considered valid.

26. CHANGES TO TERMS

These Terms and Conditions may be amended from time to time to maintain compliance with the law and to reflect any changes to the way we operate our services. We will notify users by email of changes to these Terms and Conditions or post a notice on our site.

27. CONTACT INFORMATION

If you have any questions or concerns about these Terms and Conditions, please contact us:

Phone: (804) 655-0006

Email: hello@briocleaning.net

Website: briocleaning.net

Brio Cleaning is a trusted name in housekeeping, providing premium home cleaning services for families in Richmond and beyond. We offer transparent pricing, no contracts, and 100% satisfaction guaranteed. Looking for local cleaning services you can count on? You’ve found it.