Terms of Service

Last updated: July 21, 2025

PLEASE READ THESE TERMS OF SERVICE (“Terms”, “Agreement”) CAREFULLY. BY ACCESSING, BOOKING, OR RECEIVING ANY SERVICE (DEFINED BELOW) FROM REFRESH & ORGANIZE BY CHELSIE LLC (“Company,” “we,” “our,” “us”), YOU (“Client,” “you,” “your”) AGREE TO BE LEGALLY BOUND BY EVERY CLAUSE CONTAINED HEREIN—WITHOUT LIMITATION, MODIFICATION, OR QUALIFICATION—TO THE EXCLUSION OF ALL PRIOR ORAL OR WRITTEN AGREEMENTS UNLESS EXPRESSLY INCORPORATED BELOW.

1. Definitions

1.1 “Company.” Refresh & Organize by Chelsie LLC, California Business License B20250144590, headquartered in Clovis, California 93611, United States, telephone 559-978-0522, email info@refreshandorganize.com.

1.2 “Service(s).” Each professional offering published on refreshandorganize.com or in any written quote, including—without limitation—Standard Cleaning; Recurring Cleaning; Deep Cleaning; Move-In Cleaning; Standard Move-Out Cleaning; Deep Move-Out Cleaning; Post-Construction Cleaning; Airbnb / Short-Term-Rental Turnover Cleaning; One-Time Cleaning; Special-Event Cleaning; Specialty Cleaning; Carpet & Upholstery Cleaning; Interior & Exterior Window Cleaning; Commercial Office Cleaning; Doctor’s Office / Healthcare Cleaning; Home & Office Organization; Kid / Teen Room Cleaning & Organization; Closet, Pantry, or Garage Organization & Installation; Photo Documentation; Consultation; and any Add-On or ancillary labor, materials, or freight.

1.3 “Premises.” The real property, structure, unit, or space where a Service is to be performed, including all adjoining fixtures, grounds, and outbuildings the Client directs us to enter.

1.4 “Add-On.” Any supplemental task or fee listed in the current Add-On Schedule (e.g., inside-fridge cleaning, oven cleaning, laundry, pet-odor enzyme treatment, interior window cleaning, trash hauling).

1.5 “Emergency Service.” A Service requested to commence in fewer than 24 clock-hours from booking confirmation.

1.6 “Holiday Service.” A Service beginning on a date defined as a Holiday or during the Holiday Weekend window specified in § 9.6.

1.7 “CompanyCam Photo Report.” A time-stamped, geo-tagged set of photographic or video records captured via CompanyCam™ documenting Premises conditions before, during, and after Service.

1.8 “Authorization Hold.” A pre-authorization transaction placed against the payment card on file equal to the quoted price plus any stated contingency buffer.

1.9 “Business Day.” Any calendar day excluding Saturdays, Sundays, and Holidays.

2. Hierarchical Structure of the Agreement

2.1 Incorporated Documents. This Agreement expressly incorporates—by reference and with equal force—the following companion policies, each of which is published on our site and provided upon request: Booking Policy; Cancellation & Rescheduling Policy; Refund & Dispute Policy; Pricing, Surcharges & Fees Policy; Emergency Cleaning Policy; Privacy Policy; Commercial Service Addendum; Specialty Service Addenda; Safety Policy; Photo Documentation Policy; Client Review Incentive Terms; Travel & Lockout Fee Schedule; CompanyCam Retention Policy; and any Signed Quote or Written Scope of Work (“SOW”).

2.2 Order of Precedence. In the event of a conflict, the hierarchy is: (a) Signed Quote/SOW; (b) Commercial Service Addendum; (c) Specialty Service Addendum; (d) these Terms; (e) ancillary policies; (f) any other communication.

2.3 Modification. We may revise any incorporated policy by posting an updated version. Revisions apply to Services booked after the “Last updated” date. For Recurring Clients, revisions take effect at the next billing cycle unless you object in writing within seven (7) days, in which case the prior version remains in force for the lesser of 30 days or until the next scheduled Service.

3. Scope of Services

3.1 Residential Cleaning — Inclusions.

  • All tasks enumerated under the chosen Service type on our website (e.g., dusting reachable horizontal surfaces, sanitizing kitchen & bath hard surfaces, vacuuming & damp-mopping hard floors, bed-making, light trash removal).

  • Use of commercial-grade, HEPA-filtered vacuums, microfiber cloths, and EPA-registered disinfectants, or green alternatives when pre-booked.

  • Supplies, equipment, and PPE at no additional cost unless a Specialty Add-On explicitly specifies a material surcharge.

3.2 Residential Cleaning — Standard Exclusions (unless purchased as Add-Ons).

  • Exterior windows, screens, or sills

  • High-reach areas requiring ladders taller than 6 ft

  • Pest control, animal waste removal, or biohazard remediation (blood, feces, mold > 10 sq ft)

  • Wet-wiping of delicate electronics, polished musical instruments, antiques, or artwork

  • Dishwashing, ironing, or dry-clean-only laundry

  • Rearranging or moving furniture/heavy appliances > 30 lb without approved sliders

  • Re-caulking, painting, or handyman repairs

  • Areas with restricted access, asbestos, or lead paint hazards undisclosed by Client

3.3 Commercial & Healthcare Facilities.

  • A written SOW following a mandatory walkthrough or video inspection outlining OSHA, HIPAA, or site-specific protocols.

  • Client-supplied Safety Data Sheets (SDS) for any hazardous chemicals stored on Premises.

  • Sharps disposal, regulated medical waste, or pharmaceutical handling only if expressly included in an executed Healthcare Service Attachment.

3.4 Carpet & Upholstery Cleaning.

  • Pre-inspection with UV light where applicable.

  • Pre-vacuum, pre-spray, hot-water extraction or low-moisture method, and post-grooming.

  • Dry-time estimates provided but not guaranteed; HVAC or fans must remain on.

  • Stain-removal attempts do not guarantee full removal of permanent dyes, bleach spots, or aged tannin stains.

3.5 Window Cleaning.

  • Interior glass, tracks, and frames cleaned with non-ammoniated solution.

  • Exterior glass only at single-story height unless water-fed pole system can be anchored safely.

  • Screen removal/reinstall at Client risk for brittle frames; cracked screens not covered.

3.6 Organization, Closet & Installation Services.

  • Decluttering guidance, product recommendations, donation drop coordination (third-party charitable receipt provided).

  • Installations anchored into studs or masonry using appropriate hardware; walls must be free of hidden utilities (Client warrants this).

3.7 Supplies & Ingress Requirements.

Client must ensure running water, operational electrical outlets, indoor temperature between 60–80 °F, driveway or curbside parking, and a hazard-free pathway from entry to work areas.

4. Pricing, Estimates, Discounts, Surcharges

4.1 Public Rate Sheets. Standard, Deep, and Move-Out price matrices (by bedrooms/bathrooms/square-footage) are published on our site. We may amend base rates at any time; amendments do not affect Services already booked.

4.2 Instant Online Estimate. Calculator-generated estimates are algorithmic approximations based on Client-provided data and Zillow/County Assessor square footage. Final invoice may adjust for undisclosed rooms, excessive soil, Add-Ons, or inaccurate footage.

4.3 Written Quote Validity. Written Quotes remain valid for 30 calendar days unless labeled “Provisional,” “Subject to Walkthrough,” or “Instant Estimate – 24 hr Validity.”

4.4 Add-Ons. Prices in the Add-On Schedule are flat unless otherwise stated. Add-Ons requested mid-service are performed only if time permits or a return visit is scheduled at prevailing rates.

4.5 Recurring Discounts. 20 % weekly, 15 % bi-weekly, 10 % monthly. Discounts apply after an initial Deep Clean and stay in force while the cadence is maintained. Skipped visits convert the next occurrence to a non-discounted One-Time cleaning.

4.6 Emergency Service Surcharge. 25 % for start time 24–7 hours from booking; 35 % for start time < 7 hours.

4.7 After-Hours Surcharge. 20 % for arrival before 07:00, after 18:00, or on Sunday.

4.8 Holiday Service Surcharge. 50 % (see § 9.6 for Holiday definition).

4.9 Travel Surcharge. $0.75 per mile (round-trip) beyond a 20-mile radius of Clovis CA 93611; tolls, paid parking, or gated-community fees billed at cost.

4.10 Lockout Fee. If we arrive on time but cannot legally or safely enter within 15 minutes, 100 % of the Service fee and surcharges is charged.

4.11 Supply Cost Escalator. For Specialty Services requiring unusually large quantities of consumables (e.g., post-construction drywall dust mitigation, enzyme fogging), an itemized materials charge is added at 10 % over wholesale cost.

5. Booking, Authorization Hold, Payments

5.1 Booking Methods. You may book via our website, MioCommerce checkout, Acuity Scheduling, telephone, or confirmed email thread. No booking is final until Company issues a written confirmation with date/time, Service type, payment method on file, and estimate amount.

5.2 Card on File & Authorization Hold. At confirmation we place an Authorization Hold for the Quote total plus a 20 % contingency buffer. The hold remains pending until job completion and Client sign-off or Photo Report acceptance (§ 10.2). If Add-Ons cause the final invoice to exceed the hold, Client pre-approves capture of the difference or provides alternate payment before Service concludes.

5.3 Accepted Payment Forms. Visa, MasterCard, American Express, Discover, JCB, Apple Pay, Google Pay, Square Installments, and bank ACH (for commercial accounts).

5.4 Payment Timing. Balances are due immediately upon Service completion. Declined transactions must be cured within 24 hours, failing which late-fees accrue (§ 12.2).

5.5 Pre-Authorization Renewal for Recurring Clients. For weekly or bi-weekly Clients, we renew the Authorization Hold one Business Day before each appointment. If the hold fails, the appointment is suspended and Client must furnish a new payment method within 12 hours or the slot is released and fees in § 6.3 apply.

6. Cancellation, Rescheduling, Lockout, & Early Termination

6.1 Notice Windows.

  • ≥ 24 hours: No fee.

  • < 24 hours but ≥ 12 hours: $50 flat fee.

  • < 12 hours: $25 reschedule fee and next appointment must occur within 14 days or the Service is deemed canceled and § 6.2 fees apply.

  • Lockout/No-Show: 100 % of quoted Service fee and surcharges.

6.2 Early Termination of Recurring Plan. If Client cancels a Recurring plan after fewer than three (3) paid visits, previously applied discounts are retroactively reversed and charged at the time of termination.

6.3 Force Majeure Reschedule. We may suspend or reschedule without liability when severe weather, utility outages, wildfire smoke AQI > 150, road closures, civil unrest, or other Acts of God render conditions unsafe.

7. Access, Safety, Right to Refuse Service

7.1 Entry Methods. Client shall furnish a working key, lockbox code, smart lock code, or be physically present. All alarm systems must be disarmed, or codes provided.

7.2 Pets & Occupational Safety. Pets must be crated, leashed, or removed from primary work areas. Aggressive animals, loose reptiles, or unsecured rodents constitute a safety violation allowing immediate job termination with full fee due.

7.3 Right to Refuse. We reserve the right, at the sole discretion of Chelsie or her delegated Lead Technician, to decline or discontinue Service if: (a) visible mold > 10 sq ft, biohazardous waste, drug paraphernalia, or pest infestations are present; (b) structural instability, exposed wiring, or water leaks pose danger; (c) sexual harassment, discrimination, or hostile conduct occurs. Full quoted fee becomes immediately due if refusal is due to Client-controlled conditions.

7.4 Ladder Limitation. We will not ascend above the second step of a two-step ladder or the sixth rung (6 ft) of an A-frame ladder. Higher access requires Client to contract separate specialty‐insured vendors.

7.5 Firearms & Valuables. All firearms must be unloaded and locked away. Cash, fine jewelry, and collectibles should be secured. We carry $2,500 aggregate coverage for accidental breakage; items exceeding that value must be itemized and insured under Client’s homeowners or renters policy.

8. Supplies, Allergens, Client‐Supplied Products

8.1 Standard Chemicals. We utilize pH-appropriate, EPA-registered solutions. Material Safety Data Sheets are available upon request.

8.2 Green / Fragrance-Free Option. Notify us at least 48 hours ahead; surcharge of $15 covers specialty products.

8.3 Client Products. If you prefer specific products, supply them unopened with printed manufacturer instructions. We disclaim any damage resulting from Client‐supplied products or chemical incompatibility.

8.4 Allergy Disclaimer. We cannot remove 100 % of airborne allergens. HEPA filtration reduces particulate matter to industry standards but does not guarantee elimination of triggers for immuno-compromised occupants.

9. Scheduling Windows, Holidays, After-Hours

9.1 Arrival Window. Quoted times are arrival windows with a ±30-minute tolerance for traffic and logistical sequencing. Technicians text an ETA when en route.

9.2 Job Duration. Estimates are time-based approximations; actual duration depends on Premises condition. Flat-rate pricing is task-based, not hourly, unless the service is explicitly booked as “Hourly Assistance.”

9.3 After-Hours Defined. Starts before 07:00 or after 18:00 local time, Sundays, or tasks extending past 21:00 due to Client-requested scope changes.

9.4 Split Shifts. For jobs exceeding 8 consecutive technician hours, we may split into multi-day sessions for crew safety. No discount applies for split sessions when originally quoted as single-day.

9.5 Rest Breaks. Technicians receive one 10-minute rest break per four-hour block and a 30-minute unpaid meal break for shifts over 6 hours, per California Labor Code.

9.6 Holidays & Holiday Weekends. Recognized Holidays: New Year’s Day (Jan 1), Martin Luther King Jr. Day, Presidents’ Day, Memorial Day, Independence Day (Jul 4), Labor Day, Veterans Day, Thanksgiving Day + following Friday, Christmas Eve (Dec 24), Christmas Day (Dec 25), New Year’s Eve (Dec 31). A Holiday Weekend begins 00:00 the calendar day preceding and ends 23:59 the calendar day following the Holiday.

10. Photo Documentation & CompanyCam Retention

10.1 Purpose. We capture before/after photos and occasional short videos for: (a) quality-control auditing; (b) technician training; (c) insurance or damage claims; (d) dispute resolution; (e) marketing if separately consented.

10.2 Walk-Through & Acceptance. Client or agent must walk through immediately upon job completion (within 15 minutes). Absence constitutes acceptance conditioned on the Photo Report. Any deficiencies must be reported via email or phone within four (4) hours of Photo Report delivery (“Inspection Window”).

10.3 Retention. Images are stored in CompanyCam’s encrypted cloud for five (5) years, after which they auto-archive. Access is limited to Company, insurers, payment processors, or legal counsel. Clients may request specific deletion of personally identifying images with a written request; transactional images necessary for dispute defense remain until limitations period expires.

10.4 Marketing Use. We will never publish identifiable images of your Premises without a signed Photo Release. Generic detail shots (e.g., faucet reflection) devoid of identifying markers may be used in marketing collateral.

11. Satisfaction Guarantee (“Refresh Promise”)

11.1 Scope. We guarantee completion of every checklist item for the booked Service to the prevailing professional standard (ISS A-540 Cleaning Times & Tasks).

11.2 Remedy. If notified within the Inspection Window, we return within 48 hours to re-clean the specific area. Re-cleans do not cover newly soiled areas, post-service contractor work, or natural re-occurrence of mold/mildew.

11.3 Exclusions. Guarantee void if (a) Premises access denied for re-clean; (b) Client withheld hazard information; (c) Client or occupant performed additional cleaning or modifications before inspection; (d) issues stem from permanent damage or wear (stained grout, etched glass).

11.4 Nonmonetary Remedy. Client agrees that re-clean is the exclusive remedy. Refunds are provided solely at Company discretion and governed by the Refund Policy.

12. Fees, Late Charges, Chargebacks, Collections

12.1 Late Fee. Unpaid balances incur a finance charge of 15 % of the overdue amount (minimum $25) after 24 hours and an additional 1.5 % per month (18 % APR) thereafter.

12.2 Chargebacks. Initiating a payment dispute without first invoking the Satisfaction Guarantee constitutes material breach. Client shall reimburse Company for the disputed amount, processor chargeback fee ($35), and administrative fee ($50).

12.3 Collections. Accounts > 30 days past due are assigned to a licensed agency. Client bears all reasonable costs, including collection agency fees (up to 40 % of balance), court costs, and attorney fees.

12.4 Insufficient Funds. Returned ACH or e-check payments incur a $35 NSF fee plus bank charges.

13. Liability, Damage Claims, Insurance, Indemnification

13.1 Insurance. We carry General Liability ($1 million per occurrence / $2 million aggregate) and Bonding ($10,000). Proof furnished upon request.

13.2 Claim Window. Damage claims must be submitted in writing with photos within 48 hours of Service completion. We reserve right to inspect before repair/replacement. Failure to allow inspection voids claim.

13.3 Limitation of Liability. Maximum aggregate liability for any claim—whether in contract, tort, or equity—shall not exceed the lesser of (a) actual proven direct damages or (b) US $2,500.

13.4 Consequential Damages Excluded. Company shall in no event be liable for lost profits, loss of use, emotional distress, or other indirect damages.

13.5 Indemnity. Client shall defend, indemnify, and hold harmless Company, its owner (Chelsie), helpers, subcontractors, and insurers from any third-party claim arising out of Client’s negligence, breach, or intentional misconduct.

13.6 Non-Disparagement. Parties agree to refrain from publishing false or misleading reviews. Legitimate criticism is welcome, but defamatory or materially false statements are actionable under Cal. Civ. Code § 45a.

14. Non-Solicitation of Personnel

Client shall not—during the term of this Agreement and for twelve (12) months thereafter—directly or indirectly recruit, hire, or contract with any Company employee, helper, or subcontractor without Company’s written consent. Violation triggers a liquidated damage equal to six (6) months of the individual’s projected wages at 40 hours per week.

15. Confidentiality & Privacy

15.1 Confidential Information. All proprietary checklists, cleaning methods, client lists, and trade secrets are Company’s confidential property. Client will not disclose, duplicate, or reverse-engineer the same.

15.2 Personal Information. We collect only data necessary to provide Services and process payments. Data handling is governed by our Privacy Policy, compliant with the California Consumer Privacy Act (CCPA).

15.3 Data Breach Notification. In the event of a breach involving unencrypted personal data, we will notify affected Clients within the legally required timeframe (no later than 72 hours after confirmation).

16. Client Review Incentive Program

16.1 Eligibility. Clients who complete a verified Google Maps or Yelp review within seven (7) days of Service completion may receive a one-time $15 digital gift card or equivalent discount on the next Service.

16.2 FTC Compliance. Incentivized reviewers must include “Received incentive” in the review or Company will decline to issue the reward.

16.3 Abuse. Multiple reviews by same household, duplicate accounts, or removal of review after incentive forfeits reward and may result in service refusal.

17. Dispute Resolution & Governing Law

17.1 Informal Negotiation. Parties shall attempt good-faith resolution within 30 days after written notice of dispute.

17.2 Small Claims. If unresolved, either party may file in Fresno County Superior Court, Small Claims Division, for claims ≤ $10,000.

17.3 Mediation. Claims exceeding $10,000 shall proceed to mediation administered by the American Arbitration Association (AAA) in Fresno County. Mediation fees split 50/50.

17.4 Arbitration. If mediation fails, binding arbitration before a single AAA arbitrator shall follow. Each party bears its own attorney fees; arbitrator may award costs to prevailing party.

17.5 Class Waiver. All proceedings shall be individual; class actions, collective actions, and representative proceedings are waived.

17.6 Governing Law. This Agreement is governed by the laws of the State of California without regard to conflict-of-law principles. Venue lies exclusively in the state or federal courts of Fresno County, California.

18. Force Majeure

Neither party is liable for delay or failure to perform caused by events outside reasonable control—fire, flood, earthquake, war, government act, pandemic, terrorism, or Internet outage—provided that the affected party makes reasonable efforts to resume performance.

19. Termination, Survival, Assignment

19.1 Termination for Convenience. Either party may terminate Services not yet performed with written notice. Fees incurred to date remain payable.

19.2 Survival. Sections 10–19 survive termination.

19.3 Assignment. Client may not assign this Agreement without Company’s written consent. Company may assign or subcontract in connection with merger, sale, or expansion provided successor assumes obligations herein.

20. Severability & Waiver

If any provision is held unenforceable, the remainder continues in full force. Failure to enforce any provision is not a waiver of future enforcement.

21. Entire Agreement

This document and incorporated policies constitute the entire agreement between the parties, superseding all prior proposals, emails, or conversations on the subject.

22. Contact

Refresh & Organize by Chelsie LLC
Clovis, CA 93611 USA
Phone: 559-978-0522
Email: info@refreshandorganize.com
Business License: B20250144590

BY BOOKING OR RECEIVING ANY SERVICE, YOU ACKNOWLEDGE THAT YOU HAVE READ EACH SECTION ABOVE IN FULL, UNDERSTAND YOUR RIGHTS AND OBLIGATIONS, AND AGREE TO BE LEGALLY BOUND WITHOUT RESERVATION.