These Terms of Service (“Terms”) constitute a binding agreement between you (the “Customer”) and the (“company”) Virtus Services of Delaware LLC regarding the provision of residential and/or commercial cleaning services. By booking our cleaning services, you agree to be bound by these Terms.

IF YOU DO NOT AGREE TO THESE TERMS, DO NOT BOOK CLEANING SERVICES.

1. Acceptance and Eligibility

By booking our cleaning services, you represent and warrant that:

• You are at least 18 years of age or the age of majority in your jurisdiction
• You have the legal authority to grant access to the property to be cleaned
• You have the legal capacity to enter into this binding agreement
• All information you provide is accurate, current, and complete

2. Services

The Company provides professional residential and/or commercial cleaning services. The specific services, scope, frequency, and pricing will be agreed upon at the time of booking. Services may include but are not limited to:

• Refresh cleaning
• Basic cleaning
• Deep cleaning services
• Move-in/move-out cleaning
• Commercial Cleaning
• Post-construction cleaning
• Specialized cleaning services as agreed

The Company reserves the right to modify service offerings and pricing at any time with reasonable notice.

3. Clutter

The cleaning will be far more satisfactory if the team does not have a great deal of clutter with which to contend. Desks that have a large amount of paperwork for instance may not be cleaned. Virtus Cleaning Services of Delaware LLC cleaners may try to organize cluttered workspaces to the best of their abilities to ensure that the cleaning is done satisfactorily.

4. Laundry Services

 Customers who request a laundry service with Virtus Cleaning Services of Delaware LLC agree that Virtus Cleaning Services of Delaware LLC shall not be responsible for damages to the washers, dryer or clothes being washed. Every customer requesting laundry service agrees that clothes in the washer may experience discoloration, shrinking, slacking, or other unexpected outcomes. Therefore, it is each customer’s responsibility to provide appropriate guidance to the cleaner regarding the laundry service or cleaning of their home. Virtus Cleaning Services of Delaware LLC is not liable for any damage resulting from the use of our services, including laundry services.

5. Service Scope and Limitations

Unless specifically agreed upon in writing, our standard services do NOT include:

• Cleaning at heights requiring ladders above 2 steps
• Moving heavy furniture or appliances
• Exterior window cleaning above ground level
• Cleaning of biohazardous materials
• Cleaning in hoarding conditions or properties with excessive clutter
• Pest control or infestation remediation
• Carpet shampooing or upholstery cleaning (unless specifically booked)
• Cleaning inside ovens or refrigerators (unless specifically requested)
• The Company reserves the right to refuse service or discontinue cleaning if conditions are unsafe or fall outside the agreed scope of work.

6. Quality Control

 Our quality control consists of making home inspections and phone calls. A supervisor may enter your home after our cleaning team has done their job. They may call you at home or work. We believe that inspections and client contact is the best way to help in exceeding your expectations and improve our high standards. You may also benefit from a satisfaction survey. We appreciate your feedback.

7. Stain Removal

Virtus Cleaning Services of Delaware LLC will do its best to ensure all stains are removed during cleaning. However, there are long term stains which may be difficult to remove during the required cleaning time; such as stains in the oven, walls, or other parts of the home. Virtus Cleaning Services of Delaware LLC will advise customers in such cases to decide what is acceptable cleaning for that portion of the home.

8. Before and After Photos

Virtus Cleaning Services of Delaware LLC takes before & after photos for complete cleaning jobs. These pictures may be used for marketing & as proof of work completed. This reduces discrepancies in expectations and helps Virtus Cleaning Services of Delaware LLC continue to monitor its cleaning work’s quality and integrity. The photos of before & after cleaning taken will be properties Virtus Cleaning Services of Delaware LLC and will not disclose cleaning location or reveal parts of the home that may indicate the customer’s personal information. Customers who are not comfortable with pictures may express their concerns to Virtus Cleaning Services of Delaware LLC by calling or emailing our office.

9. Extra Work

Please call us in advance for special requests (i.e. after construction, refrigerator cleaning, garage, extra rooms, or any extras listed on our website) so we can schedule the time needed to complete these tasks. We will provide an over the phone estimate, however, we reserve the right to adjust the quote after the job is completed. A customer may request additional work for their homes provided the customer contacts Virtus Cleaning Services of Delaware LLC by phone/email prior to the service time to make the adjustments.

10. Items we cannot clean or do

• We have instructed our staff to leave certain items untouched, such as items or areas containing any body fluids or excretions and litter boxes. If your pet has an accident or vomits, it will be your responsibility to clean it up. Our teams are advised to clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If ants, termites, roaches, fleas, etc., are encountered, Virtus Cleaning Services of Delaware LLC will not clean or vacuum the area.
• We will leave you a note, or call you regarding the problem. We do not clean inside curio cabinets. If you have other items you prefer we not clean or handle, please call the office and we will arrange to avoid those items. Our staff cannot climb higher than a step stool, one to two rungs on a ladder, work on the outside of your home, move furniture that contains electronics, lift any objects over 20 pounds, prepare meals, provide any pet or children-related services, or empty diaper pails.

11. Hiring of a VIRTUS CLEANING SERVICES team

Our teams have signed a non-compete agreement with Virtus Cleaning Services of Delaware LLC. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with Virtus Cleaning Services of Delaware LLC or for 2 years following termination of contract, without written approval from Virtus Cleaning Services of Delaware LLC. You agree not to hire past or present teams Virtus Cleaning Services of Delaware LLC for a period of not less than 2 years from the date the team member last worked for Virtus Cleaning Services of Delaware LLC. A great deal of time and resources are put into picking out the best team.

12. Behind Appliances Cleaning

 Behind appliances such as ovens, fridges, washers, dryers, etc. cannot be cleaned if the appliances are not moved prior to our cleaners arriving at your home. Behind appliances will not be cleaned on a refresh clean, basic or deep clean. These are only applicable to move-out cleanings. Behind furniture in homes may not be cleaned if moving the furniture would pose a risk either to our cleaners, the homeowners, or the furniture. During deep cleanings, if a customer requires behind furniture cleaning, the furniture must be moved prior to our cleaners’ arrival.

13. Cleaning Supplies and Equipment

The company will provide all standard cleaning supplies and equipment unless otherwise agreed. If you prefer specific cleaning products (such as eco-friendly or hypoallergenic products), please notify us at the time of booking. Additional fees may apply for specialty products.

14. Payment Terms

• Payment is due according to the terms agreed upon at booking
• For recurring services, your payment method will be retained on file and charged in advance of each scheduled service
• All fees are non-refundable except as expressly stated in these Terms
• The Company reserves the right to adjust pricing based on service frequency, property size, condition, or additional services requested
• A service fee equal to 30 % may be charged for returned payments

15. Refund

Our services are personalized to each customer, Virtus Cleaning services of Delaware LLC does not offer refunds. However, please contact us within 24hours after the booking start time if you have any complaints about your cleaning service. We do not offer refunds, but we would offer you a free re-clean if we are notified within 24hours of the initial cleaning. Customers must list, with pictures, areas of the home that were missing during the initial cleaning. Any areas not listed within 24hrs of the initial cleaning will not be honored in the re-clean. Also, customers may not add a new service to the re-clean without reaching our minimum new service requirement. Our free re-cleans will take place within 24hrs to 48hrs. The customer must be available to grant access to the cleaners for the re-clean.

16. Receipt After Cleaning

 All receipts are automatically sent once the payment is successful. If customers do not receive a receipt automatically, customers are required to make a request to Virtus Cleaning Services of Delaware LLC for the receipt to be manually generated. Please note that receipts will only be sent to the email used during booking. If the email isn’t entered correctly the receipt will not be received.

17. Gift Cards

 Gift cards can be redeemed for a cleaning service but are not refundable or redeemable for cash. To use a gift card, please go to our booking page and enter your unique gift card code. Any balance remaining on gift cards can also be used on a future service. Gift cards expire 6 months after purchase.

18. Scheduling, Cancellation, and Rescheduling

Cancellations and Rescheduling:

• Cancellations or rescheduling requests must be made at least 48 hours before the scheduled service to avoid fees

• Please provide at least 24 hours notice ( 1 business day) if you need to cancel or reschedule your cleaning appointment. Cancelations or rescheduling requests made with less than 24 hours notice will incur a $79 late cancelation fee.

• For recurring services, future appointments remain scheduled unless cancelled with proper notice

Access to Property:

• You are responsible for ensuring our service providers can access your property at the scheduled time
• If service providers are unable to access your property due to lockout, unavailability, or other circumstances within your control, you will be charged the full-service amount
• You must provide accurate access instructions, codes, or keys as needed

19. Charges

• If it is necessary for you to change, cancel or skip your regular cleaning day, we appreciate at least 2 business day notice. If you do not notify our office and upon arrival we cannot enter your home, we will charge you a full price lock out fee to cover our expenses. Our team’s daily pay is based on homes scheduled. When you skip on short notice or lock out the team, you would have prevented Virtus Cleaning Services of Delaware LLC from servicing other clients during that time block.
• Should you at any time require a change or modification of the cleaning details or instructions, or wish to change the cleaning schedule of frequency, a call to our office is the surest way of accomplishing this. The cleaning team is instructed to follow the instructions as they appear on their personalized work order and that is a reflection of the information agreed to. Additional requests/work given to the team at the time of cleaning that were not agreed upon by our office during the booking cannot be honored. All additional tasks must be added to your cleaning plan during your booking, or by contacting our office.

20. Security alarms

If your home is equipped with a security system, please insure that it is in the “OFF” position or inform our office of the codes and input sequence before your scheduled cleaning. Please be sure to notify our office if this code changes.

21. Cancellation by Virtus Cleaning Services of Delaware LLC

Virtus Cleaning of Delaware reserves the right to suspend or cancel a booking if there are problems accessing the home, water or electricity supplies, or problems working around other contractors and /or service providers, as well as interference from any party. The client will still be held liable for up to 50% of the cost of the agreed service.

22. No Terms or Contract

 There is no term to this agreement between the client Virtus Cleaning Services of Delaware LLC .You may cancel your re-occurring or one-time cleaning service before 24hrs prior to the scheduled booking. Virtus Cleaning Services of  Delaware LLC also reserves the right to cancel the service provided at any time. However, there is a cancellation fee of $79 for cancelled bookings under 24hrs prior to the booking date. Any appointments rescheduled can only be cancelled  for a $79 cancellation fee or be rescheduled again to a suitable date.

23. Move In /Move out

Customers who use our move-out cleaning plan agree that their homes are empty and free of clutter. Virtus Cleaning of Delaware LLC does not remove pet odors from homes. If your home is empty and requires removal of pet odors, please call a specialist. Virtus Cleaning Services of Delaware LLC reserves the right to revert customers to a regular or deep cleaning price plan if the home is still being occupied and there are items still in the home upon our arrival. These include, but are not limited to items inside the fridge, inside the cabinets, etc. Virtus Cleaning Services of Delaware LLC ’s move-out cleaning is priced for homes that are empty. Since emptying cabinets and fridges takes time, extra charges will be applied when these tasks are added. To use our inside cabinet or inside appliances cleaning plan, customers may leave only minimal items inside. All items must be removed.

24. Cleaning Approval

Customers may confirm their cleaning service satisfaction in a few ways.

• By voice or phone. By replying to our emails. Through text message.
• All these ways are acceptable ways we may acknowledge a customer’s approval of the cleaning work. Once this is received, Virtus Cleaning Services of Delaware LLC reserves the right to deny a re-clean request after the cleaning has been approved.
• It is the customer’s responsibility to ensure that all non-voice communication with Virtus Cleaning Services of Delaware LLC is received and acknowledged and done within 24hours of the initial cleaning.
• Virtus Cleaning Services of Delaware LLC reserves the right to deny complaints made more than 24hours of the initial cleaning as per our policy and agreements.
• Customers who request to review our cleaning service, but who do not show up within 10mins of the team’s departure will be subject to paying for additional charges accrued while the team waits for the cleaning review. Customers will be charged for time spent waiting for cleaning reviews of over 10mins up to a maximum of 1hr at which point the cleaning team may vacate the home.

25. Property Access and Keys

• You may provide the Company with keys, access codes, or other entry methods for your property
• All keys and access information will be kept secure and used solely for providing agreed services
• You are responsible for notifying us immediately if locks are changed or access codes are updated
• Keys may be returned upon request or upon termination of recurring services
• The Company is not responsible for locksmith fees if you are locked out of your property

26. Pet Policy

• Please inform us of any pets at the time of booking
• For safety reasons, we request that aggressive or unpredictable pets be secured in a separate area during cleaning
• The company reserves the right to refuse service or leave immediately if service providers feel unsafe due to pet behavior
• You are responsible for any injuries to service providers caused by your pets

27. Damage and Breakage Policy

The Company takes great care when cleaning your property. However, accidents may occasionally occur.

Reporting:

• You must report any damage claims within 24 hours of service completion
• Claims require photographic evidence and a detailed description

Coverage:

• The Company carries liability insurance for damages caused by our negligence during service
• Resolution is limited to the lesser of: (a) repair or replacement cost, or (b) fair market value

Exclusions:

• Pre-existing damage or wear and tear
• Items that are already damaged, cracked, or in fragile condition
• Damage to items improperly stored or in unstable positions
• Damage caused by undisclosed property conditions
• Fine art, antiques, collectibles, or heirlooms (unless specifically agreed to clean with special care)
• Damage resulting from customer negligence or third parties

28. Theft Policy

The Company conducts background checks on all service providers and maintains strict hiring standards.

Reporting:

• You must report any theft claims within 7 days of the service in question
• Theft claims require a valid police report
• You must provide the Company with a copy of the police report and opportunity to investigate

Exclusions:

• Cash, gift cards, securities, or cryptocurrency
• Jewelry, precious metals, or gemstones (unless secured)
• Items claimed without proof of prior ownership
• Items of purely sentimental value without documented market value

29. Your Responsibilities

You agree to:

• Provide accurate contact, property address, and access information
• Maintain a reasonably clean and safe working environment
• Secure all valuables, important documents, and fragile items prior to service
• Remove or secure any items you do not want moved or cleaned
• Inform us of any special concerns, fragile items, or areas requiring extra care
• Disclose any property conditions that may affect service (pets, health concerns, access issues, etc.)
• Provide adequate notice of any changes to scheduled services
• Treat our service providers with respect and professionalism

30 Office Hours

Our office is open Monday through Sunday 8:00am to 6:00pm, EXCEPT SATURDAY. Please visit our website and chat with a customer service representative from 8am to 11pm 6 days a week. Please note that Virtus Cleaning Services of Delaware LLC reserves the right to adjust the customer service chat box hours based on business needs and accommodation. Customers may also contact us and leave us a voicemail on our business phone number.

31. Service Provider Information

Background Checks:

• All service providers undergo background checks prior to employment
• The Company maintains insurance and bonding as required by law

Service Provider Assignment:

• The Company will make reasonable efforts to send consistent service providers for recurring services
• The Company reserves the right to substitute service providers as needed due to scheduling, illness, or other circumstances
• All substitute providers are held to the same standards.

• service providers or added to your payment

TIPS: Tips are appreciated by your cleaning team but not required. A recommended tip is 10-15% of your total cleaning fee. Tips can be left as cash for the cleaning team or we can add them to your credit card payment. We pay our team members one hundred percent of what you tip them.

32. Health and Safety

Your Property:

• You must inform us of any health hazards present on the property (mold, asbestos, lead paint, etc.)
• You must disclose any infectious diseases present in the household
• The Company reserves the right to refuse service or require additional protective equipment for hazardous conditions

Our Service Providers:

• If a service provider is ill, we will reschedule or send a substitute
• Service providers follow health and safety protocols as established by the Company.

33. Insurance and Bonding

The Company maintains general liability insurance and is bonded in accordance with DE law. Proof of insurance is available upon request.

34. Force Majeure

The Company shall not be liable for any failure or delay in performing services due to circumstances beyond our reasonable control, including but not limited to acts of God, severe weather, natural disasters, pandemics, government restrictions, or other emergencies. In such cases, we will reschedule your service at the earliest opportunity.

35. Privacy and Confidentiality

The Company respects your privacy. We will not share your personal information or details about your property with third parties except as necessary to provide services or as required by law. Please refer to our Privacy Policy for complete information about data collection and use.

36. Communications

By providing your phone number and email address, you consent to receive communications regarding your bookings, including:

• Appointment confirmations and reminders
• Service updates or delays
• Billing and payment notifications
• Requests for feedback

You may also receive occasional promotional messages. You may opt out of promotional communications at any time by replying STOP to text messages or using the unsubscribe link in emails. Standard message and data rates may apply.

37. Termination

By Customer:

• You may discontinue services at any time by providing notice according to the cancellation policy
• For recurring services, you must cancel with proper notice to avoid charges for the next scheduled service

By Company:

• The Company may terminate services immediately for:
  • Non-payment
  • Unsafe working conditions
  • Verbal abuse or harassment of service providers
  • Violation of these Terms
  • Providing false information

38. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW:

• THE COMPANY’S TOTAL LIABILITY FOR ANY CLAIMS ARISING FROM THESE TERMS OR THE SERVICES SHALL NOT EXCEED THE AMOUNT YOU PAID FOR SERVICES IN THE THREE MONTHS PRECEDING THE CLAIM
• THE COMPANY SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOSS OF DATA, OR BUSINESS INTERRUPTION
• SOME JURISDICTIONS DO NOT ALLOW CERTAIN LIMITATIONS OF LIABILITY, SO THESE LIMITATIONS MAY NOT APPLY TO YOU

39. Indemnification

You agree to indemnify and hold harmless the Company and its employees from any claims, damages, losses, or expenses arising from:

• Your failure to disclose property hazards or conditions
• Injuries occurring on your property due to conditions you created or failed to disclose
• Your violation of these Terms
• False accusations against service providers

40. Dispute Resolution

Informal Resolution: Before initiating any formal dispute resolution, you agree to contact the Company to attempt to resolve the dispute informally for at least 30 days.

Exceptions: Small claims court actions may be pursued in lieu of arbitration for claims within the court’s jurisdiction.

41. Modifications to Terms

The Company reserves the right to modify these Terms at any time. For existing customers, we will provide notice of material changes via email at least 30 days before they take effect. Your continued use of our services after changes take effect constitutes acceptance of the modified Terms.

42. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

43. Entire Agreement

These terms, together with any service-specific agreements and our Privacy Policy, constitute the entire agreement between you and the Company regarding cleaning services and supersede all prior agreements and understandings.

By booking a cleaning service with Virtus Cleaning Services of Delaware LLC online or over the phone, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.