Service Policies & Terms

STR PRO SERVICES, LLC

Last Updated: August 17, 2026

Our Goal

At STR PRO SERVICES, we believe hiring a cleaning company shouldn’t feel like guessing.

These Service Policies & Terms aren’t meant to bury you in legal language—they’re here to explain how we work, what you can expect from us, and what we’ll expect from you.

Our goal is simple:

Be transparent about what’s included.
Communicate clearly when something falls outside the original scope.
Deliver consistent, professional service without surprises.

We’d much rather answer questions before your appointment than after it. If you’re ever unsure about what’s included or how something is priced, please ask—we’re happy to explain.

We’re always refining our systems. If you see something here that you think could be clearer, fairer, or more helpful, please let us know. We believe the best businesses are built alongside the people they serve—not behind closed doors.

1. Service Types

STR PRO SERVICES offers the following residential cleaning services:

Standard Recurring Cleaning
Standard One-Time Cleaning
Deep Cleaning
Move-In / Move-Out Cleaning
Post-Construction Cleaning
Short-Term Rental Cleaning
Commercial Office Cleaning

Each service is designed for a different level of cleaning and property condition. The checklist associated with each service explains what is included.

Recurring service pricing may be adjusted if the size, occupancy, condition, or cleaning frequency of the home changes over time.

2. Understanding Our Pricing

No two homes are exactly alike.

Our pricing is based primarily on:

The size of the home.
The service selected.
The overall condition of the home.

Homes in average, well-maintained condition generally require less labor than homes of the same size with years of accumulated buildup.

Our quotes are designed to provide the most realistic price possible based on the information available before service begins.

Your quote represents the maximum price for the agreed-upon scope of work. We will never exceed your quote without first discussing your options and obtaining your approval whenever practical.

Some conditions—particularly during Deep Cleanings, Move-Out Cleanings, and Post-Construction Cleanings—cannot always be fully evaluated until work begins.

Examples include:

Heavy grease buildup
Thick mineral or calcium deposits
Embedded debris
Heavy pet hair
Long-term neglect
Post-construction residue
Excessive trash or clutter

If we discover conditions that significantly exceed what would normally be expected for the selected service, we’ll discuss your options before performing work outside the original scope whenever practical.

If requested, we may recommend prioritizing specific rooms or tasks to better accommodate your budget. Pricing always reflects the agreed-upon scope of work rather than the home as a whole.

Estimated Labor & Service Duration

Any labor hours or service duration provided before an appointment are estimates based on the information available at the time of quoting. Estimated labor hours represent the anticipated total amount of cleaning labor and do not necessarily represent the amount of elapsed clock time cleaners will be present in the home.

For example, six estimated labor hours may be completed by one cleaner over approximately six hours or divided between multiple cleaners over a shorter period.

Actual cleaning time may vary based on property condition, accessibility, requested priorities, staffing, and conditions discovered during service. Estimated labor or duration is not a guarantee of an exact completion time.

Quote Validity

Unless otherwise stated, written quotes are generally valid for four (4) days from the date issued. After that period, pricing, scope, and availability may be reconfirmed before booking. An expired quote does not prevent a customer from booking; it simply allows STR PRO SERVICES to verify that the original quote remains appropriate based on current conditions and availability.

3. Additional Service Information

Our cleaning checklists explain the areas and tasks included with each service. Standard Cleaning is available at two service levels: Routine Maintenance and STR PRO Standard. Both generally follow the same Standard Cleaning Checklist, but the level of attention provided may differ based on the service selected.

Routine Maintenance is intended for efficient ongoing upkeep and focuses primarily on what has accumulated since the previous cleaning. Existing stuck-on buildup, residue, and additional detailing may be excluded or limited by the labor available.

STR PRO Standard includes additional labor for ordinary buildup, finer details, and commonly overlooked areas. This allows more time to address conditions that may require additional attention beyond routine wiping or dusting.

The following notes provide additional clarification for items whose cleaning requirements commonly vary depending on their condition.

Oven Interior

Deep and Move-Out Cleanings include the amount of grease and carbon buildup normally expected for those services.

Exceptionally neglected ovens or restoration-level buildup may require additional labor.

Refrigerator Interior

Move-Out Cleanings include interior refrigerator cleaning.

Standard and Deep Cleanings may include refrigerator interior cleaning as an optional add-on.

Pricing assumes the amount of buildup normally expected for the selected service. Exceptionally neglected refrigerators may require additional labor.

Dishwasher Interior

Standard Cleaning includes cleaning the exterior and door edges only.

Deep and Move-Out Cleanings include an interior refresh consisting of cleaning the interior door and running an appropriate dishwasher cleaning cycle.

The dishwasher must be emptied before service begins.

Heavy mineral deposits or restoration-level buildup may require additional labor.

Blinds

Standard Cleaning includes light dust removal using a duster or similar tool.

Deep and Move-Out Cleanings include additional hand dusting and dry wiping of typical loose buildup.

Hand-detailing individual slats or removing heavy grease or long-term residue is considered restoration work and may require additional labor.

Tubs & Showers

Routine Maintenance includes routine cleaning of tubs and showers, with buildup removal limited to what can reasonably be addressed within the service’s available labor.

STR PRO Standard includes additional attention toward ordinary soap scum, residue, and mineral buildup where time permits.

Deep and Move-Out Cleanings include more extensive removal of the soap scum and buildup normally expected for those services.

Heavy mineral deposits or restoration-level buildup may require additional labor, specialized treatment, or future service.

Light Dishwashing

Includes approximately one-half sink of dishes.

Larger amounts may require additional labor.

Wall Spots

Visible wall marks are lightly spot-cleaned where practical.

Extensive wall cleaning, damaged paint, staining, or restoration work is not included.

Light Fixtures

Accessible exterior surfaces are lightly dusted when safely reachable.

Glass shades and bulbs are not removed or washed.

Cabinet & Drawer Fronts

Routine Maintenance includes routine wiping of cabinet and drawer fronts.

STR PRO Standard includes additional attention to ordinary residue and commonly overlooked areas around handles, corners, and edges where time permits.

Deep and Move-Out Cleanings include more detailed cleaning around handles, corners, edges, and other high-touch areas.

Move-Out Cleanings include cabinet and drawer interiors after they have been emptied.

Heavy grease buildup, excessive residue, or restoration-level cleaning beyond what is normally expected for the selected service may require additional labor.

Pet Hair & Pet Messes

Routine vacuuming of loose pet hair is included with every service.

Removal of embedded pet hair from upholstery, seams, cushions, or fabric surfaces may require additional labor.

Homes containing excessive urine, feces, heavy drool buildup, or other biohazard conditions may require additional labor or referral to a specialty cleaning company.

Floors

Vacuuming and mopping are included with every service.

Deep and Move-Out Cleanings may include additional mopping where appropriate.

Repeated scraping, restoration-level buildup, or conditions requiring substantially more effort than normally expected may require additional labor.

Making Beds

Beds are made using clean linens provided by the customer or by tidying existing bedding when requested.

Reach Limitations

Hand detailing is performed on surfaces safely reachable using a standard two-step ladder.

Areas beyond safe reach are lightly dusted using extension tools when practical.

Cleaning Products & Customer Preferences

STR PRO SERVICES uses cleaning products selected based on the surface, type of buildup, and work being performed. Exact products may vary between cleaners.

Customers may request that certain products or ingredients not be used and may request eco-friendly alternatives when available. Product preferences should be communicated before the scheduled appointment so they can be documented and accommodated whenever reasonably possible.

Customers may also request use of a product they provide. Customer-provided products must be clearly identified and made accessible to the cleaner. STR PRO SERVICES reserves the right to decline use of any product we reasonably believe may be unsafe, inappropriate for the intended surface, or unsuitable for the requested work.

4. Preparing for Your Cleaning

To help us provide the best possible results:

Please remove excessive clutter from surfaces whenever possible.
Ensure pets are safely secured if necessary.
Provide access to running water and electricity.
If requesting interior appliance cleaning, please empty those appliances beforehand.

Excessive clutter or inaccessible areas may reduce the amount of cleaning completed during your scheduled appointment.

Property Access

Customers are responsible for providing accurate and timely access instructions when they will not be present for service. Access may be provided through an agreed-upon method such as a key, lockbox, door code, or other arrangement. Changes to access instructions should be communicated before the scheduled appointment. If access cannot be obtained at the scheduled appointment time, the Lockouts & Inaccessible Property policy may apply.

Valuables & Personal Belongings

Customers are asked to secure cash, jewelry, firearms, medications, important documents, and other valuable or sensitive belongings before service. A drawer, cabinet, safe, or other secure location is recommended.

Cleaners do not open closed drawers, cabinets, or other personal storage areas unless doing so is specifically included within the agreed service scope.

Please notify us before service if there are belongings, surfaces, or areas that should not be handled or cleaned.

5. Satisfaction Guarantee & Service Concerns

Your satisfaction is important to us. If an item included within your booked service scope was missed, or an area we cleaned does not meet your reasonable expectations, please notify STR PRO SERVICES within 24 hours of your cleaning appointment.

We ask that concerns be reported promptly because once a home or property is being used again, it becomes increasingly difficult to distinguish cleaning concerns from normal day-to-day use.

When possible, please provide photos or a brief description of the concern so we can understand what needs attention and determine the appropriate resolution.

STR PRO SERVICES will be given a reasonable opportunity to correct qualifying cleaning concerns. In most cases, this means returning to re-clean the affected item or area at no additional charge.

Depending on the circumstances, STR PRO SERVICES may instead offer another appropriate resolution, including a credit toward a future service. Credits are provided at STR PRO SERVICES’ discretion and may reflect the nature of the concern, the portion of the service affected, and any inconvenience caused.

If a corrective cleaning does not reasonably resolve the concern, cannot reasonably be performed, or the overall service materially failed to meet the booked scope, STR PRO SERVICES may consider a partial or full refund based on the circumstances.

Concerns involving matters other than cleaning quality—including property damage, access issues, arrival delays, failure to follow customer instructions, or other service-related concerns—will be reviewed separately and resolved based on the specific circumstances.

Our satisfaction guarantee is intended to address missed or inadequately cleaned areas—not minor imperfections within an area that was otherwise reasonably cleaned. Cleaning is performed by hand, and we cannot guarantee that every surface will be completely free of isolated hairs, dust particles, streaks, spots, or other small imperfections. The level of detail provided also depends on the service booked, and Routine Maintenance does not include the same level of detailing or buildup removal as more detailed services.

This guarantee does not guarantee complete removal of permanent stains, damage, discoloration, deterioration, buildup, or other conditions that cannot reasonably or safely be fully corrected within the service booked. When these conditions are encountered, we will make a reasonable effort, time permitting, to improve them using appropriate cleaning methods. Additional labor, specialized treatment, or future service may be recommended when further improvement would require substantially more time or could risk damage to the surface.

6. Payment Terms

STR PRO SERVICES accepts payment by credit card, debit card, cash, or check when arranged in advance. Payment requirements may vary depending on the payment method selected and whether the customer is new or established.

Card Payments

Customers paying by credit or debit card must securely place a valid card on file before a cleaner can be dispatched to the appointment.

Approximately 24 hours before the scheduled appointment, STR PRO SERVICES may place an authorization hold on the card on file to confirm sufficient funds are available. An authorization may appear as a pending transaction but is not the final charge.

If the card cannot be authorized, the customer must provide an updated payment method or resolve the authorization before service can proceed.

The final card charge is processed after the cleaning is completed.

Cash Payments

Established recurring customers may arrange to pay cash at the completion of service.

For a first-time or one-time appointment where the customer wishes to pay the final balance in cash, STR PRO SERVICES may require an electronic deposit or another approved method of securing payment before the appointment. Any required deposit must be received before a cleaner can be dispatched.

If advance payment, a deposit, or another payment arrangement was required for the appointment and has not been satisfied by the scheduled service time, STR PRO SERVICES may decline to begin service. The appointment may be treated as a same-day cancellation and any applicable cancellation fee may be charged.

Check Payments

For a first-time or one-time appointment paid by check, a properly completed check payable to STR PRO SERVICES, LLC must be available at the property at the beginning of service. STR PRO SERVICES may require the check to be collected or verified before cleaning begins.

Established recurring customers may arrange to pay by check at the completion of service.

If a required check is not available or is not properly completed when service is scheduled to begin, STR PRO SERVICES may delay or decline to begin service until an acceptable payment arrangement is made. If an acceptable payment arrangement cannot be made at that time, the appointment may be treated as a same-day cancellation and any applicable cancellation fee may be charged.

STR PRO SERVICES does not accept check images, electronically delivered checks, or checks provided by email or text for mobile deposit.

Unpaid Balances

Payment is due according to the payment arrangement established for the appointment.

If payment cannot be collected when due, an updated payment method or payment arrangement must be provided within five (5) days.

Balances remaining unpaid after thirty (30) days may be referred to collections or pursued through other remedies permitted by law.

7. Cancellations & Rescheduling

Please provide at least 24 hours’ notice if you need to cancel or reschedule your appointment.

Appointments canceled with less than 24 hours’ notice are subject to a $50 cancellation fee.

If a cleaner is already en route, has arrived, or service has begun when an appointment is canceled, a fee of $50 or up to 50% of the scheduled service total may apply depending on the amount of cleaner time already committed to the appointment.

Whenever possible, schedule changes should be requested during normal business hours.

Lockouts & Inaccessible Property

If we are unable to access the property at the scheduled appointment time and entry cannot be obtained within 20 minutes, the appointment may be treated as a late cancellation.

The appointment may be treated as a late cancellation, and the same cancellation fees described above may apply based on the amount of cleaner time already committed.

8. Arrival Windows

Exact arrival times cannot be guaranteed.

Appointments are scheduled using optimized routes and travel times.

If we anticipate arriving more than 60 minutes later than expected, we will notify you as soon as reasonably possible.

9. Safe Working Conditions & Right to Refuse Service

Customers are responsible for providing a reasonably safe and suitable working environment for our cleaners throughout the appointment.

STR PRO SERVICES and its cleaners reserve the right, using reasonable judgment, to delay, pause, refuse, or discontinue any work that we reasonably believe presents a safety or health concern or cannot be performed safely under the conditions present.

Unsafe or unsuitable conditions may include, but are not limited to:

• Excessive indoor heat or other unsafe temperature conditions
• Lack of adequate ventilation when reasonably necessary for the work being performed
• Lack of running water or electricity necessary to perform the service
• Aggressive, unsecured, or threatening animals
• Hazardous materials, chemicals, fumes, or unknown substances
• Dangerous debris, broken glass, exposed sharp objects, or other physical hazards
• Significant mold, sewage, bodily fluids, biohazards, or severe unsanitary conditions outside the agreed service scope
• Structurally unsafe, condemned, or otherwise hazardous areas
• Threatening, abusive, sexually inappropriate, or otherwise unsafe behavior toward our cleaners
• Any other condition that STR PRO SERVICES or the cleaner reasonably determines prevents the service from being performed safely

When practical, the customer will be given a reasonable opportunity to correct a condition that can be promptly resolved, such as securing an animal, restoring utilities, providing safe access, or adjusting the indoor temperature.

If the condition cannot be corrected within a reasonable period, STR PRO SERVICES may discontinue or decline to begin service and reschedule the appointment when appropriate.

If service cannot be performed because of an unsafe, unsuitable, undisclosed, or customer-controlled condition, the appointment may be treated as a late or same-day cancellation and the applicable cancellation fees described in Section 7 may apply. STR PRO SERVICES may waive or modify such fees when circumstances were outside the customer’s reasonable control.

10. Damage & Liability

Any concerns regarding accidental damage must be reported within 48 hours of service completion.

Photographs may be requested to assist in evaluating the claim.

STR PRO SERVICES reserves the right to repair or replace any item determined to have been damaged due to our negligence.

We are not responsible for:

Normal wear and tear
Improperly installed fixtures
Fragile or unstable items
Pre-existing damage

Failure to report concerns within 48 hours may waive liability.

11. Photo Documentation

Before-and-after photographs may be taken to document the condition of the property and completed work.

Photos are used for quality assurance, internal training, and service documentation.

We will never use identifiable photos of your home for marketing without your prior permission.

12. Holidays

STR PRO SERVICES reserves the right to refuse or reschedule service on major holidays, including:

New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Christmas Eve
Christmas Day
New Year’s Eve

13. Emergency & Uncontrollable Events

Services may be delayed or rescheduled due to severe weather, vehicle breakdowns, illness, natural disasters, or other unforeseen events beyond our reasonable control.

STR PRO SERVICES is not responsible for losses resulting from these unavoidable scheduling changes.

14. Governing Law

These Service Policies & Terms are governed by the laws of the State of Florida.

Any disputes arising from these Terms or our services shall be resolved within the appropriate courts located in the State of Florida.

15. Website & Account Use

If you create an account through our website or booking platform, you agree to provide accurate and current information.

You are responsible for maintaining the confidentiality of your login credentials and for all activity occurring under your account.

STR PRO SERVICES reserves the right to suspend or terminate accounts involved in fraud, misuse, or violations of these Terms.

All website content, branding, logos, images, text, and other materials remain the property of STR PRO SERVICES, LLC and may not be copied, reproduced, distributed, or otherwise used without prior written permission.

Our website may contain links to third-party websites or services. We are not responsible for the content, security, privacy practices, or policies of those third parties.

We reserve the right to update these Service Policies & Terms at any time. Continued use of our services after changes have been published constitutes acceptance of the revised Terms.

16. SMS & Electronic Communication Consent

By providing your phone number during booking, through our website, or by contacting us, you consent to receive phone calls and text messages related to scheduling, appointment confirmations, service updates, billing, estimates, and other service-related communications.

Message frequency varies based on your booking activity.

Message and data rates may apply according to your mobile carrier’s plan.

You may opt out of text messages at any time by replying STOP.

For assistance, reply HELP or contact us directly.

If you have any questions regarding these Service Policies & Terms, please contact us:

STR PRO SERVICES, LLC

Email: support@strproservices.com

Phone: (904) 544-4974