Terms of Service

1. Who we are

Wasatch Cleaners LLC is a Utah-based cleaning service company providing residential and commercial cleaning. "We," "us," or "Wasatch Cleaners" refers to Wasatch Cleaners LLC. "You" refers to the person using the website or booking a service.

2. Booking and cancellation

Booking

When you book a cleaning, you provide us with a price estimate based on your property information. The estimate becomes binding once the service is performed. If the property is materially different from what you described (extra square footage, additional rooms, excessive mess beyond normal cleaning), we reserve the right to adjust the price, provided we inform you before beginning the work. Prices are for the whole home: please enter every bedroom, bathroom and the full square footage, not only the rooms you want cleaned. We compare the size you enter with county property records when you book, and your cleaner confirms the home's size and condition on arrival. The undisclosed condition fees you agree to when you book are the exception: they apply as set out under Home condition you tell us about.

Work in progress and extra time

• The price you approve at booking or on your quote covers the rooms and the condition you described, and nothing more. What you approved is what you owe for that scope.
• If the home needs more time than booked (heavier soil or build-up, extra rooms, or areas you did not describe), we tell you before doing the extra work, with photos, and ask for your approval. Approved extra time is an addition to the price you already approved and is charged to the card on file.
• If you decline extra time, the crew finishes the scope you booked within the time booked, and anything outside that scope is left as it is.
• Once the crew has started, the visit is billed. If you end a visit early, you pay for the time worked, and never less than the booked price.
• Work that has been performed is not refunded. A concern about quality is handled under Section 4, not by a refund.

Home condition you tell us about

• Before you book, we ask whether pets live in the home and whether there are pet accidents, heavy build-up or clutter. Your price and your cleaner's time are based on your answers.
• When you tell us about a condition, we plan for it: Pet Hair Removal is added for pets, and for the others the office calls you before the visit to set the time and price.
• If the crew finds a condition you told us was not there, the undisclosed condition fee applies: pets or pet hair $75, pet accidents $95, heavy build-up $95, clutter $50. The crew photographs what they find, and we send you the photos the same day.
• Extra time an undisclosed condition causes is billed at $55 per cleaner hour, in 15-minute steps, up to 1 hour per cleaner without asking you first. More than that needs your approval, as set out above.
• Your cleaner's day is planned around the time you booked. If an undisclosed condition makes them late for their next booked job, a $50 delay fee applies.
• You agree to these amounts when you book, so they are charged to the card you saved, with your balance. You can question a charge within 7 days by replying to our message; we review it with the photos and refund anything charged in error.

Rescheduling and cancellation

• Every booking is secured at checkout: pay in full and save 2%, or pay a 50% deposit that comes off your final bill.
• Moving your visit is free, and your payment moves with it. One move inside the last 24 hours is free; a second move inside 24 hours counts as a late cancellation. A visit moved inside 24 hours keeps the cancellation terms it had when it was moved.
• Cancel 7 or more days ahead: 25% (at least $100); the rest of what you paid goes back to your card, or stays as account credit if you prefer.
• 3 to 7 days ahead: 35%. 24 to 72 hours ahead: 65%. Anything you paid above the fee becomes account credit for 12 months; if you paid less, the difference is charged to your card on file.
• Less than 24 hours ahead: 80% of the booked price.
• No-show or lockout (our crew arrives and cannot get in): 100% of the booked price plus a $15 trip fee.
• Cancellation credit is good for 12 months, comes off your next booking automatically and shows in your account under Billing. If we cancel a visit ourselves, we refund you in full, or add account credit if you prefer.
• Booked before October 5, 2026? Your visit keeps the policy you agreed to: free to cancel until 24 hours before, 25% of the booked price inside 24 hours, and a no-show or lockout is charged in full plus a $15 trip fee.
• Bookings placed less than 24 hours before the appointment carry a flat $100 short-notice fee. The fee is shown before you pay.

The same schedule, in plain words, is at wasatch-cleaners.com/cancellation-policy.php.

Recurring service

Subscription cleanings renew automatically at the frequency you selected. You may pause, modify, or cancel a recurring plan at any time in your account settings. Canceling a subscription forfeits any remaining loyalty discount tied to that plan.

3. Payment

• Payment is due at the time service is completed, unless you are on an approved recurring billing plan.
• We accept major credit/debit cards processed securely via Stripe.
• Pay-later bookings may incur a small convenience fee; pay-now bookings receive an automatic discount.
• Unpaid invoices older than 7 days enter our collection flow (email reminders at 3, 7, and 14 days). Invoices unpaid after 30 days may be sent to collections and a $25 late fee applied.

Card on file and payment authorization

• A card on file is required for every booking. When you pay a deposit or pay in full online, your card is saved for this booking. If no card is on file, we ask you for one before the visit, and the visit may not go ahead until a card is on file or the balance is paid.
• Balance held before the visit. Up to 72 hours before each visit we place a temporary authorization hold on your card on file for any unpaid balance. The hold is charged after the cleaning is completed, and released if the visit is cancelled under Section 2. If the hold is declined, the balance must be paid before your cleaner arrives; otherwise the visit may be rescheduled or cancelled under the cancellation policy.
• Your authorization. By booking, you authorize Wasatch Cleaners to keep your card on file and to charge it for the balance of your booking, extra work you approve, the home-condition fees you agreed to when booking, and the fees due under this agreement. This authorization stays in effect until everything due for the booking is paid.
• If an amount is not paid. We send reminders, and after 30 days a $25 late fee applies and the account may be referred to a collection agency. You agree to pay the reasonable costs of collecting an unpaid amount, including collection agency and attorney fees, to the extent the law allows.
• Disputed charges. Please contact us first at (385) 213-8900; we answer most billing questions the same day. If you dispute a charge with your bank, we provide your bank with this agreement as you accepted it (date, time and IP address of acceptance), your booking details, photos of the work and our messages with you.

Deposits and payment

• Every booking is secured at checkout: pay in full and save 2%, or pay a 50% deposit that comes off your final bill. The deposit is charged when you book and appears as a completed payment, not a hold.
• The balance is charged after the cleaning is completed. The final price may differ from the estimate if the property differs materially from what you described (see Section 2).
• If you cancel, what you paid is handled as set out in Section 2: account credit when you cancel more than 24 hours ahead, and the late-cancellation share kept closer in.
• By booking you authorize Wasatch Cleaners to charge your card on file for any amount due under this policy.

Reserve with card (bookings made before the deposit option)

If you choose "reserve with card" when booking, we place a temporary authorization hold on your card for the estimated service amount. An authorization hold is not a charge: it verifies the card and reserves the funds, and it may appear as "pending" in your account.

• The hold amount equals the price estimate shown at booking.
• Your card is only actually charged when the cleaning is completed. The final charge equals the completed-service price, which may differ from the estimate if the property differs materially from what you described (see Section 2), and never exceeds the authorized amount without your approval.
• If you cancel more than 24 hours before your appointment, the hold is released with no charge. Holds released by us typically clear within 5 to 7 business days, depending on your bank.
• If you cancel inside 24 hours, 25% of the booked price is captured from the hold and the rest is released. No-shows and lockouts are charged as set out in Section 2.
• By selecting "reserve with card" you authorize Wasatch Cleaners to place this hold and to charge the completed-service amount on completion.

4. Re-clean guarantee

If an area inside the scope you booked was missed or not cleaned to our checklist, we return once to re-clean that area at no charge. A re-clean is owed only when every one of these conditions is met:

1. You tell us within 24 hours of the end of the visit, by text or email to the office.
2. You send clear, dated photos of each area you are raising, taken before the area is used, moved or changed after the visit.
3. The area was part of the scope you booked and is covered by our checklist for that service.
4. The issue qualifies: one specific checklist line, in a room you booked, that was missed entirely or left visibly not done to the checklist standard, as listed under "What qualifies" below, and none of the items under "What does not qualify" applies.
5. Our review of your photos against the crew's after-photos and checklist shows the area was not completed. When the crew's after-photos show the area completed, a re-clean is not owed.
6. The home is left as we left it and is open to us at a time we offer within 3 business days.
7. The visit's balance is paid.

White Glove visits (our inspected service, whose report promises 72 hours) keep a 72-hour window in condition 1. Every other condition above applies to them in full, including the photos and the checklist scope.

A re-clean covers only the areas that qualify, one time. It is not a new full visit and it is not a refund. It is not available when a visit was ended early, for areas outside a declined request for extra time, or for areas outside the scope you booked. Damage claims are handled separately under Section 6.

Photos

Our crews may take before-and-after photos of the areas we clean, for quality control and team training. We will ask for your separate written consent before using any photo publicly (for example, on our website or social media), and we will never include anything that identifies you or your home address. You can opt out of photography entirely by telling us at booking or before your visit.

5. Your responsibilities

• Provide safe access to the property on the scheduled day.
• Secure pets, valuables, and fragile items before our team arrives.
• Disclose relevant information (alarm codes, hazards, special instructions) at booking time.
• Not harass, threaten, or discriminate against our staff. We reserve the right to terminate service and refuse future bookings in such cases.

6. Damage and liability

Our team takes reasonable care with your property. In the rare event of damage caused by our staff:

• Notify us in writing (email is fine) within 48 hours of the service.
• We will investigate and, if the damage is verified as caused by our staff, repair, replace, or reimburse within our $1 million general liability coverage.
• We are not responsible for pre-existing damage, normal wear and tear, or items not reasonably accessible during cleaning.
• Claims for items exceeding $500 require written appraisal or proof of value.

Our maximum liability for any claim is limited to the cost of the individual service, unless our general liability insurance covers a higher amount.

7. Items we will not clean

For safety and liability reasons, our standard cleaning does not include: biohazardous materials (blood, vomit, pet accidents beyond standard cleanup), mold remediation, heavy pest infestations, high-elevation work requiring ladders taller than 6 feet, or exterior windows above the first floor. If you need these services, we can refer you to a specialist.

8. Promotional codes, gift cards, and referral credits

• One promo code per booking unless otherwise stated.
• Promo codes, gift cards, and referral credits have no cash value and cannot be transferred or resold.
• Gift cards expire 5 years after purchase (per Utah Title 13 Chapter 42).
• Referral credits apply to the referring customer only after the referred party completes their first paid cleaning.

9. Intellectual property

All content on wasatch-cleaners.com (text, images, logos, software) is owned by Wasatch Cleaners LLC or our licensors. You may not copy, modify, or redistribute without written permission.

10. Third-party services

We integrate with Stripe (payments), QuickBooks (accounting), OpenPhone (SMS), Google Maps, and others. Your use of those features is also subject to those providers' own terms.

11. Disclaimer of warranties

Our services and website are provided "as is." We do not guarantee uninterrupted availability of our website or booking system, nor that any particular team member will be assigned to your cleaning. We disclaim all warranties not expressly stated.

12. Dispute resolution

Before pursuing any legal action, please contact us so we can attempt to resolve the matter directly. If we cannot resolve a dispute informally within 30 days, any claim will be governed by Utah law and heard in the state or federal courts located in Salt Lake County, Utah.

13. Changes to these terms

We may update these terms from time to time. Material changes will be posted here with a new "Last updated" date and, for active customers, announced by email at least 30 days before taking effect.

14. Contact

Wasatch Cleaners LLC
2875 S Main St Ste 202
South Salt Lake, UT 84115
info@wasatch-cleaners.com
(385) 213-8900