Terms of Service & Policies

Thank you for selecting Brio Cleaning for your cleaning services. Please read these Terms of Service and Policies (“Terms”) 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,” “Brio Cleaning,” “we,” or “us”: refers to Brio Cleaning LLC, doing business as Brio Cleaning.
• “Client,” “Customer,” or “you”: 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, meaning every 4 weeks)
• Deep cleaning services
• Move-in / move-out cleaning
• Special 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, and your confirmation is sent at that time. You do not need to confirm again.

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 a reminder via both email and SMS 48 hours prior to your scheduled service. The reminder is not a request to confirm and does 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 48 hours’ notice for cancellations to avoid fees. When you book, your cleaner reserves that time for you and turns down other work. Late cancellations mean lost wages for our cleaners, and the fees below are used to compensate them for the reserved time.

4.2 Less Than 48 Hours’ Notice

If you cancel with less than 48 hours’ notice, a flat cancellation fee of $50 will be charged. This fee partially compensates the assigned cleaner(s) for the loss of scheduled work.

4.3 Less Than 24 Hours’ Notice

If you cancel with less than 24 hours’ notice, a fee of 50% of the total service cost will be charged instead of the $50 fee. This compensates the cleaner(s) for the reserved time.

4.4 Team On the Way or Property Inaccessible

If you cancel once our team is on the way (we text you when they leave for your home), or if our team arrives and the service cannot be completed, 100% of the total service cost will be charged. This includes, but is not limited to, no access to the property, locked premises, pets that are not secured, or utilities (water or electricity) that are unavailable. If our team cannot get in, we will attempt to contact you via phone for up to 30 minutes to remedy the situation before the team leaves.

All cancellation and rescheduling fees are charged to the payment method on file.

4.5 Rescheduling

Rescheduling follows the same notice periods as cancellations. Requests to reschedule submitted at least 48 hours in advance are free. Requests submitted with less than 48 hours’ notice are subject to the same fees as a cancellation (sections 4.2 through 4.4). 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.

5.4 Card Authorization Hold

We place a temporary authorization hold on your card for each appointment, including every recurring visit. The hold is placed up to 48 hours before your appointment, around the same time as your reminder email and text.

• A hold is not a charge. It confirms that your card is valid and reserves the funds for your service. On a debit card, the held amount is temporarily unavailable in your bank account.
• Amount. The hold is for your quoted price. For deep cleans and move-in/move-out cleans, it is for the estimated price.
• After your cleaning. Your final amount is charged once the service is complete, as described in section 5.2. If extra time is needed beyond the estimate (section 7.7), the additional amount is charged separately.
• Cancellation fees. If a fee from section 4 applies, it may be charged against the hold or as a separate charge.
• Release. If your appointment is cancelled without a fee, or your final amount is lower than the hold, any unused portion is released. How long it takes to disappear from your statement depends on your bank.
• Declined card. If the hold is declined, we will contact you to get a valid payment method. If a valid payment method is not provided within 5 hours of being notified, we may cancel the booking at no charge and release the time slot to another client.

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. The guarantee does not cover areas left unfinished at your request (section 7.7) or worn surfaces that do not come clean (section 7.8).

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

Standard prices assume the home’s condition matches what you described when booking. If we find excessive dirt, clutter, or special cleaning needs, we will contact you before doing extra work, and additional charges apply only if you approve them.

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 special projects for an additional fee.

7.6 Blinds

Blinds break easily, especially if they are more than a couple of years old, since sun exposure makes the strings and slats brittle. Before cleaning, our team checks the blinds. If a blind is already damaged or looks brittle, we take a picture, do not clean it, and recommend that you replace it.

Because blinds break so easily, they are treated as fragile items under section 9.3, and damage to blinds during cleaning is not covered.

7.7 Estimated Pricing for Deep and Move-In/Out Cleans

Standard cleanings, whether one-time or recurring, are a flat rate: the price you are quoted is the price you pay. Deep cleans and move-in/move-out cleans are priced as an estimate based on your home’s size and the information you provide. These services can sometimes take longer than expected, especially if the home hasn’t been cleaned in a while. Even if certain areas are unused or skipped, this does not always reduce the total cleaning time, as the team may need to spend more time on high-traffic or heavily used areas.

If extra time is needed beyond the estimate, the additional time is billed at our standard hourly rate of $125 / hour, prorated.

Brio Cleaning will notify you, usually by text message, as soon as it becomes clear that the service will require additional hours. By allowing the team to continue cleaning after such notification, you agree to pay for the additional time at the hourly rate. If you prefer to limit the service to the original estimated hours, you may request that the team stop at that time, and the cleaning will be considered complete “as is.”

7.8 Worn Surfaces

The longer we live in our homes, the more wear and tear builds up. Baseboards, the 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.

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. We are not responsible for damage caused by your products or equipment when they are used as directed.

9. Property Protection and Damages

9.1 Damage Responsibility

We take responsibility for breakage or damage caused by our cleaning staff, as described in this section.

9.2 Reporting Damage

Any damage caused by our cleaning staff will be reported to you immediately. If you notice damage after the visit, report it to us within 24 hours of service completion. Please include photos and a short description of the item and the damage.

9.3 Pre-Existing Conditions and Exclusions

The following are not covered:

• Normal wear and tear or pre-existing damage (loose fixtures, crumbling grout, improperly hung artwork, etc.)
• Items that were already cracked, fragile, unstable, or improperly stored
• Damage caused by conditions you did not disclose (section 11.5)
• Fine art, antiques, collectibles, and heirlooms, unless we agreed in writing beforehand to clean them
• Damage caused by you, other members of your household, or third parties

9.4 Valuable Items

We recommend securing valuable or irreplaceable items before our arrival, especially cash, jewelry, and items of sentimental value. “Secured” means put away out of sight (for example, in a closed drawer, closet, or safe) or removed from the home while we clean.

9.5 Resolution

For covered damage, Brio Cleaning will, at our option, repair the item, replace it with a comparable item, or reimburse you. Reimbursement is limited to the lesser of the repair cost or the item’s fair market value at the time of damage (not the cost of a new item).

9.6 Theft Claims

We take any report of a missing item seriously. To make a theft claim:

• Report it to our office within 7 days of the service in question.
• File a police report and send us a copy.
• Give us a reasonable opportunity to investigate, including speaking with the team assigned to your home.

The following are not covered: cash, gift cards, securities, cryptocurrency, jewelry or watches that were not secured as described in section 9.4, and items without proof of ownership or value. Covered theft claims are resolved as described in section 9.5.

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.

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 and documents
• Be stored securely in our Booking Koala application
• Never include your name, address, or other details that identify you or your home

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, you can opt out at any time by contacting our office. Your choice applies from your next visit and 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 if they were not secured as requested. We will clean up an occasional pet accident, such as a single spot of urine, feces, or vomit. We do not clean excessive animal waste, such as widespread or built-up urine or feces, heavily soiled litter areas, or cages; these are treated as unsanitary conditions under section 11.3.

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 (ants, termites, roaches, fleas, bed bugs, etc.)
• Mold or mildew beyond normal cleaning scope
• Hazardous materials
• Unsanitary conditions (human waste, blood, or animal waste beyond an occasional pet accident, as described in section 11.1)
• Illegal activities

If we find an infestation, we will not clean until the problem has been rectified, and we do not clean up dead insects after spraying. We will leave you a note or call you about the problem. If we are unable to clean because of an infestation, the visit is treated as a service that cannot be completed, and section 4.4 applies.

No fee applies when we refuse service under this section, except for infestations and conditions you did not disclose (section 11.5).

11.4 Staff Safety

The safety of our employees is our priority. If our staff has a reasonable concern for their personal safety, they may leave the premises, and the full service fee applies, as in section 4.4.

11.5 Disclosure of Conditions

Before your service, you agree to tell us about anything in your home that could affect our team’s safety or the cleaning, including:

• Pets, especially any that are anxious or aggressive
• Known mold, asbestos, lead paint, or other hazardous materials
• Contagious illness in the household
• Pest infestations
• Fragile, unstable, or high-value items that need special care

If our team finds a condition that was not disclosed and cannot safely continue, the visit is treated as a service that cannot be completed, and section 4.4 applies.

12. Communication Policies

12.1 Contact Our Office, Not the Cleaners

Please send all instructions, special requests, concerns, and schedule changes to our office, in advance when possible, rather than to individual cleaning staff. We document every request in our software so it reaches the right team, is billed correctly, and is not lost if your usual cleaner is absent.

12.2 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.

We kindly ask that you, your children, and pets remain out of the rooms that we are cleaning to avoid accidents (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 your information. We share it only with service providers that help us run our business (such as our booking, payment, and website providers) and as required by law, as described in our Privacy Policy.

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 (every 4 weeks), 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 give the same notice required to cancel a visit (section 4). For weekly service, your next cleaning will be charged at the biweekly rate. 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. Skipping a cleaning with less notice is treated as a cancellation of that visit, and the fees in section 4 apply.

14.3 Cancellation of Recurring Service

To cancel recurring service, let us know before your next scheduled appointment with the same notice required to cancel a visit (section 4). You can tell us by phone, text, or email, whichever you prefer.

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. Feedback

Please tell our office about any preferences, pet peeves, or concerns, before or after a cleaning. Our cleaners are compensated based on the quality of our service, and your feedback helps us hold ourselves accountable.

16. Quotes and Price Changes

16.1 Quotes

Our quotes are valid for one month.

16.2 Account Review

We review accounts periodically, including an annual review, and may suggest adjustments to your routine, schedule, or price.

16.3 Price Changes for Recurring Service

We may adjust the price of your recurring service for future visits. We will notify you by email or text at least 30 days before a new price takes effect. Visits within that 30-day period keep your current price. If you prefer not to continue at the new price, you can cancel your recurring service as described in section 14.3.

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 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 in our booking system (Booking Koala), 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 or booking system illegally or if you violate these Terms.

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

To the fullest extent permitted by law:

• Liability cap. Except for property damage and theft claims handled under section 9, Brio Cleaning’s total liability for any claim related to our services or site will not exceed the amount you paid us for services in the three months before the claim.
• Indirect damages. We are not liable for indirect, incidental, special, consequential, or punitive damages, such as lost profits, lost time, or loss of use.
• What this does not limit. Nothing in these Terms limits our liability for personal injury caused by our negligence, or for gross negligence or willful misconduct, or any other liability that cannot be limited under Virginia law.

23. Indemnity

You agree to indemnify and hold harmless Brio Cleaning and our directors, officers, agents, and employees from claims, losses, damages, and expenses, including reasonable legal fees, arising from:

• Hazards or conditions in your home that you did not disclose (section 11.5)
• Injuries to our staff caused by your pets, or by conditions in your home that you created or did not disclose
• Your violation of these Terms
• Theft or damage claims against our staff that you knew to be false

24. Applicable Law and Disputes

24.1 Applicable Law

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

24.2 Informal Resolution First

If you have a dispute with us, please contact our office first. You agree to give us at least 30 days to try to resolve it informally before filing a chargeback, a claim, or a lawsuit.

24.3 Small Claims

Either party may bring a claim within its jurisdiction in the General District Court for the county or city where the service was performed, including its small claims division.

25. Severability

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

26. Changes to Terms

These Terms 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. For material changes, we will notify you by email at least 30 days before they take effect. Booking or receiving service after that date means you accept the updated Terms.

27. Ending Service

27.1 By You

You may stop service at any time. Cancellations follow the notice periods in section 4 and, for recurring service, section 14.3.

27.2 By Brio Cleaning

We may end service immediately in cases of:

• Non-payment, or a declined card that is not replaced (section 5.4)
• Harassment, threats, or verbal abuse toward our staff
• Unsafe working conditions
• False or misleading information provided at booking
• Violation of these Terms

We may also end recurring service for any other reason with reasonable notice. Any balance already owed remains due, and we will return any keys you provided.

28. Contact Information

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

• Phone: (804) 655-0006
• Email: hello@briocleaning.net
• Website: www.briocleaning.net