Terms & Conditions

1. Introduction & Agreement

Dominion Cleaning Company, LLC ("the Company") provides professional residential, commercial, short-term rental, move-in/move-out, and post-construction cleaning services in the State of Tennessee. By booking a service, the client agrees to all Terms & Conditions outlined in this document. These terms are designed to protect the client, the Company, and our team — ensuring a safe, consistent, and professional experience for everyone involved.

This agreement applies to all services, whether one-time, recurring, or specialty, and governs the relationship between Dominion Cleaning Company, LLC and the client from the point of booking through the completion of service. These Terms & Conditions are made available for review prior to booking and are presented for acknowledgment at checkout. Booking a service, submitting payment, granting home access, or allowing our team to begin work constitutes full acceptance of this agreement.

Dominion Cleaning Company reserves the right to update these terms at any time to reflect changes in policies, laws, or business operations. When updates occur, the revised version will be posted on our website and booking platform. Continued use of our services after updates have been posted constitutes acceptance of the most current version.

2. Service Definitions

Dominion Cleaning Company offers multiple service categories, each with a clearly defined scope. Clients are responsible for selecting the correct service level based on the current condition and type of their space.

Standard Cleaning covers routine maintenance tasks including dusting, wiping surfaces, cleaning bathrooms, vacuuming, and mopping floors. It is designed for homes already in a maintained condition receiving regular upkeep.

Deep Cleaning includes all Standard Cleaning tasks plus additional detail work such as baseboards, cabinet exteriors, appliance exteriors, and thorough attention to buildup and neglected areas.

Move-In/Move-Out Cleaning is designed for completely empty properties and includes interior cabinets, drawers, closets, and empty storage areas in addition to a full top-to-bottom clean. The home must be entirely empty of furniture and personal belongings at the time of service.

Short-Term Rental (STR) Turnover Cleaning is designed for Airbnb, VRBO, and vacation rental properties and includes a full turnover clean, laundry, bedding resets, and optional restocking and staging services.

Commercial Cleaning covers offices, studios, and professional spaces and is available as a one-time or recurring service. Scope is determined by the selected package at booking.

Post-Construction Cleaning addresses dust, debris, and residue resulting from new construction or renovation. It is available in three phases — Rough Clean, Final Clean, and Touch-Up Clean. The site must be contractor-cleared and broom-ready before our team arrives. We do not remove construction materials, haul debris, or handle hazardous substances.

Custom Cleaning is a focused service limited to a maximum of three rooms or areas per booking. It is available for one-time bookings only and requires a minimum charge of $150 for two or more rooms. Custom Clean bookings require manual review and confirmation before the appointment is finalized.

Professional Partnership services including Property Management Partnership, Real Estate Partnership, and Builder & Contractor Partnership are custom-quoted and subject to a separate contract agreement in addition to these Terms & Conditions.

If the condition or type of a space requires more labor, time, or supplies than the booked service level allows, the appointment may be upgraded, extended, or rescheduled at the Company's discretion. Pricing will be adjusted accordingly and communicated to the client before work continues.

3. Scheduling & Appointments

Appointments are scheduled within an arrival window to accommodate travel, traffic, and the completion time of previous appointments. While we strive to arrive on time, unforeseen delays may occur. Clients must ensure the home is accessible and ready for cleaning at the start of the arrival window.

Arrival Window Disclaimer: All appointments are scheduled within an estimated arrival window. These windows are not guaranteed. Travel delays, weather, traffic, and the duration of prior appointments may affect arrival times. Variations in arrival time do not qualify for discounts, refunds, or service credits.

Appointment durations are estimates and may vary depending on home size, condition, and selected service level. Our team works efficiently but will not rush or compromise quality. If additional time is required due to home condition, clutter, or misrepresentation, pricing will be adjusted accordingly.

Recurring clients receive a consistent schedule whenever possible, but appointment times may shift due to holidays, staffing, or operational needs.

3A. First-Clean Requirement for Recurring Clients

All new recurring clients are required to begin with a one-time first clean at the standard one-time rate. This initial visit allows our team to assess the condition of the home, establish a baseline level of cleanliness, and ensure that all areas meet our standard of care before a recurring schedule begins. The recurring discount rate takes effect beginning with the second scheduled visit, provided the client's recurring schedule has been confirmed and payment is active.

If a recurring client cancels their schedule and later wishes to resume service after a gap of 60 days or more, a new first clean at the standard one-time rate may be required at the Company's discretion, based on the current condition of the home.

3B. Recurring Service Rates & Discount Structure

Dominion Cleaning Company offers discounted rates for clients who maintain an active recurring cleaning schedule. Discounts are applied to the base service price only and do not apply to add-ons, fees, or surcharges. Recurring discounts are structured as follows: weekly recurring service (every 7 days) receives 20% off the standard rate; bi-weekly recurring service (every 14 days) receives 15% off; and monthly recurring service (every 30 days) receives 10% off.

Recurring rates are locked in at the time of enrollment. If the Company adjusts its base pricing, recurring clients will receive 30 days written notice before any rate change takes effect. Clients who do not wish to continue service at the updated rate may cancel without penalty during the 30-day notice period.

3C. Recurring Schedule Maintenance & Cancellation

Recurring discounts are contingent on maintaining an active, consistent schedule. If a client skips, cancels, or reschedules appointments in a way that disrupts the agreed recurring cadence, the Company reserves the right to revert individual affected visits to the standard one-time rate. Clients who cancel their recurring schedule entirely and wish to rebook at a later date will be treated as new recurring clients and subject to the first-clean requirement outlined in Section 3A.

Recurring clients who accumulate two or more late cancellations, same-day cancellations, or lockouts within a 90-day period may be moved to a flexible scheduling status, removed from the recurring rate program, or discontinued from service at the Company's discretion.

4. Service Area & Travel Fees

Dominion Cleaning Company serves designated ZIP codes within the Tri-Cities region of Northeast Tennessee. Travel fees are based on location zone and are disclosed at booking before service is confirmed. Zone 1 (Johnson City core) carries no travel fee. Zones 2 through 4 carry fees of $15, $20, and $25 respectively based on distance. Travel fees ensure fair compensation for our team's time and transportation costs.

5. Home Preparation Requirements

To ensure an efficient and high-quality cleaning, clients must prepare the home before our team arrives. This includes removing clutter from floors, countertops, and surfaces; securing valuables; containing pets; and ensuring all areas to be cleaned are accessible. Excessive clutter, unsafe conditions, or unprepared spaces may result in additional fees, service adjustments, or refusal of service. If the home is not prepared, our team will clean around items as best as possible, but results may be limited.

6. Access to Your Home

Clients must provide accurate and functional access instructions for the cleaning team. If our team cannot gain access within the 15-minute grace period due to incorrect codes, malfunctioning locks, missing keys, or the client not being present when required, the appointment becomes a lockout and is charged in full. Access instructions are kept confidential and used only for the scheduled appointment.

7. Animals & Safety

Pets must be secured during service to ensure the safety of both the animals and our team. We do not clean pet waste, litter boxes, cages, or areas contaminated by urine, feces, or vomit. Aggressive or unrestrained pets may result in immediate termination of the appointment, which will be charged as a lockout. Clients are responsible for ensuring pets do not escape during entry or exit.

8. Phone & Text Messaging Communications

Dominion Cleaning Company uses Nextiva, a business phone and messaging platform, to communicate with clients via phone calls and SMS text messages. By providing your phone number to Dominion Cleaning Company, you consent to receive service-related text messages from us.

Message Types: We send booking confirmations, appointment reminders, service follow-up messages, replies to client inquiries, and cancellation or rescheduling notifications. We do not send unsolicited promotional text messages.

Message Frequency: Message frequency varies based on your service activity. You may receive up to 3 to 5 messages per appointment including confirmation, reminder, and follow-up communications.

Message and Data Rates: Message and data rates may apply depending on your mobile carrier and plan. Dominion Cleaning Company is not responsible for any charges incurred by your mobile carrier.

Opt-Out: You may opt out of receiving text messages at any time by replying STOP to any message from us. After opting out you will receive one final confirmation message and no further texts will be sent. To opt back in reply START or contact us directly.

Help: For help with our messaging communications reply HELP to any text message or contact us at (423) 210-4871 or info@dominioncleaningco.com.

No Sharing of Phone Data: Phone numbers and messaging consent data will never be sold, rented, or shared with third parties for marketing purposes. This data is used solely to facilitate service-related communications between Dominion Cleaning Company and our clients.

9. Employee Conduct & Community Standards

Dominion Cleaning Company employees are trained to maintain professionalism, respect, and integrity. They do not engage in personal conversations, accept side jobs, or share personal information with clients. Employees are prohibited from accepting gifts, tips of high value, or any form of compensation outside the Company's approved channels. Gratuities are never expected but are appreciated and must be submitted through the Company's approved booking platform or payment system only — not given directly to employees in cash.

Clients must treat employees with courtesy and respect. Harassment, discrimination, intimidation, or inappropriate behavior toward staff will result in immediate termination of the appointment and may lead to permanent removal from our service list.

9A. Non-Solicitation of Employees

Clients agree not to directly or indirectly solicit, hire, or contract any employee or contractor of Dominion Cleaning Company for cleaning services outside of the Company during the period of service and for a period of 12 months following the last service appointment. Violation of this clause may result in a referral fee or legal action.

10. Home Condition & Pricing Adjustments

Pricing is based on the information provided at booking. If the home requires more time, labor, or supplies than estimated, pricing will be adjusted accordingly. This includes excessive buildup, clutter, pet hair, stains, or conditions not disclosed at booking. We do not reduce pricing for homes that require less time than estimated, as all appointments are subject to a minimum service charge.

All services are subject to a minimum charge regardless of the time required to complete the service.

Condition-Based Pricing Adjustments: Final pricing is determined by the actual condition of the home at the time of service. Excessive buildup, clutter, pet hair, stains, odors, or conditions not disclosed at booking may result in additional charges. These adjustments ensure fair compensation for the additional time, labor, and supplies required.

11. Safety & Boundaries

Dominion Cleaning Company maintains strict safety standards to protect both clients and employees. We do not work in hazardous environments, including homes with exposed wiring, structural instability, active infestations, biohazards, or unsafe temperatures. Clients must respect physical boundaries while our team is working. We do not clean areas that require climbing tall ladders, moving heavy furniture, or performing tasks outside the scope of standard cleaning.

12. What We Do & Do Not Clean

We clean general living areas, kitchens, bathrooms, and bedrooms according to the service level booked. We do not clean biohazards, mold, pet waste, human waste, blood, needles, hoarding conditions, or anything requiring specialized protective equipment. We do not offer carpet cleaning or carpet shampooing. We do not clean exterior windows, outdoor structures, or areas requiring tall ladders.

13. Damage, Breakage & Liability

All damage or breakage claims must be reported within 24 hours of service. Dominion Cleaning Company is not responsible for pre-existing damage, improperly installed fixtures, loose items, or fragile objects not secured. We are not liable for damage to items valued over $250, antiques, irreplaceable items, or sentimental objects. If damage occurs due to employee negligence, Dominion Cleaning Company will repair or replace the item at our discretion, up to the limits of our insurance coverage.

13A. Limitation of Liability

To the fullest extent permitted by law, Dominion Cleaning Company's total liability for any claim arising out of or related to services provided shall not exceed the total amount paid by the client for the specific service in question. Under no circumstances shall Dominion Cleaning Company be liable for indirect, incidental, special, or consequential damages.

13B. Indemnification

The client agrees to indemnify, defend, and hold harmless Dominion Cleaning Company, its owners, employees, and contractors from and against any and all claims, damages, liabilities, losses, or expenses arising out of or related to unsafe conditions, undisclosed hazards, or instructions provided by the client.

14. Satisfaction Guarantee & Re-Clean Policy

Clients must report concerns within 24 hours of service. Our satisfaction guarantee covers areas included in the original service and left in the same condition. Re-cleans are focused touch-ups, not full cleanings, and must be scheduled within 72 hours of the original appointment. We do not offer refunds for completed services. If a re-clean is requested but the home has been used, altered, or dirtied since the original service, the guarantee is void.

14A. No Refunds for Completed Services

All sales are final. Dominion Cleaning Company does not offer refunds under any circumstances once a service has been completed. If concerns arise, clients must report them within 24 hours so that a re-clean may be scheduled in accordance with our Satisfaction Guarantee policy.

15. Payments, Billing & Late Fees

Payment is required at booking. We accept major credit and debit cards only. Recurring clients are billed automatically on the day of service. If a payment fails, the client must update their payment method within 24 hours to avoid interruption of service. Chargebacks filed without contacting us first violate this agreement and may result in immediate termination of service. Price adjustments may occur due to inflation, supply costs, or operational changes. Clients will be notified of any pricing updates in advance with at least 30 days written notice.

16. Cancellations, Rescheduling & Lockout Fees

Cancellations or rescheduling must occur at least 24 hours before the appointment. Any cancellation made within 24 hours incurs a 50% late-cancellation fee. Same-day cancellations, last-minute rescheduling, and no-shows are charged in full. If our team arrives and cannot gain access, the appointment becomes a lockout and is charged in full. Rescheduling within 24 hours of the appointment incurs a $25 fee.

17. Holidays, Closures & Weather Delays

Dominion Cleaning Company observes major national holidays and may close or operate on a modified schedule during these times. Severe weather conditions may impact our ability to travel safely. Weather-related rescheduling initiated by the Company does not incur fees. If a client chooses to cancel due to weather when roads are safe and passable, the standard cancellation policy applies.

17A. Force Majeure

Dominion Cleaning Company shall not be held liable for delays or failure to perform services due to events beyond our control, including but not limited to severe weather, natural disasters, illness, emergencies, labor shortages, or disruptions to transportation or utilities.

18. Privacy, Confidentiality & Security

Dominion Cleaning Company is committed to protecting client privacy. Any personal information shared with us — including names, addresses, contact details, phone numbers, access instructions, or service history — is used solely for providing cleaning services and is stored securely. We do not sell, rent, or share client information with third parties for marketing purposes. For full details see our Privacy Policy.

19. Photos, Documentation & Marketing Use

Our team may take photos before, during, or after service for internal documentation, quality control, or proof of service. These photos are used solely for internal purposes unless the client provides written permission for marketing use. Photos will never include personal items, identifying information, or anything that compromises client privacy. Marketing use requires explicit written consent.

Consent for Marketing Use: Documentation photos do not require permission and are used internally only. Photos used for marketing require written consent, which may be provided through email, text message, or a booking form checkbox. Verbal permission is not sufficient for marketing use.

20. Right to Refuse Service

Dominion Cleaning Company reserves the right to refuse, pause, or discontinue service at any time if conditions arise that compromise safety, professionalism, or the integrity of our operations. This includes hazardous home conditions, harassment, discrimination, illegal activity, unsafe pets, or repeated policy violations.

21. Termination of Service

Dominion Cleaning Company reserves the right to terminate service at any time if conditions arise that compromise safety, professionalism, or the integrity of our operations. Service may be terminated for repeated policy violations, unsafe home conditions, harassment or inappropriate behavior toward staff, non-payment or repeated failed payments, excessive cancellations or lockouts, fraudulent chargebacks, or illegal activity. Clients may terminate recurring service at any time; however, cancellations must follow the standard cancellation policy and any outstanding balances must be paid in full.

22. Agreement Acceptance & Updates

By booking a service with Dominion Cleaning Company, the client acknowledges that they have read, understood, and agreed to all Terms & Conditions outlined in this document. This agreement is legally binding and governed by the laws of the State of Tennessee. Dominion Cleaning Company reserves the right to update these Terms & Conditions at any time. When updates occur, the revised version will be posted on our website. Continued service after updates constitutes acceptance of the revised terms.

Any disputes arising under this agreement shall be governed by the laws of the State of Tennessee, with venue exclusively in Washington County, Tennessee.

23. Software, Data Protection & Third-Party Systems

Dominion Cleaning Company uses secure, reputable third-party platforms to manage scheduling, communication, and payment processing. This includes Nextiva for business phone and text messaging, Zenbooker for booking and scheduling, and our payment processor. All payment data is processed through our PCI-compliant payment processor. We do not store or have access to clients' full payment information. By booking a service, the client agrees to the terms, privacy policies, and security practices of these third-party providers.

24. Final Acknowledgment

Dominion Cleaning Company is committed to transparency, professionalism, and excellence. These Terms & Conditions are designed to protect both our clients and our team, ensuring a safe, respectful, and high-quality experience every time. By proceeding with service, the client acknowledges and accepts all terms contained in this agreement. Employee safety is our top priority. If our team feels threatened or unsafe for any reason, they will leave immediately and the appointment will be charged in full.