Terms & Conditions
Terms and Conditions
1. Services
SoHo Cleaning Group provides residential cleaning services in Manhattan. Service scope may vary based on the cleaning type, property condition, selected add-ons, and booking details.
2. Bookings
Customers are responsible for providing accurate booking details, including address, home size, access instructions, preferred date, time slot, and any special notes.
3. Payments
Payments are processed securely through Stripe. A booking is only submitted after successful payment. Pricing may vary based on service type, home size, square footage, and requested services.
4. Access to Property
Customers must ensure safe and timely access to the property. If our cleaning team is unable to access the property within 20 minutes of arrival due to missing keys, no response, building restrictions, doorman issues, elevator delays, or other access-related issues, a lockout fee or cancellation fee may apply. If our team is already en route or onsite and access cannot be provided, the full booking amount is non-refundable.
5. Service Limitations
We provide residential cleaning services only. We do not perform remediation, restoration, biohazard cleanup, pest-related cleanup, exterior window cleaning, heavy lifting, unsafe ladder work, appliance repair, plumbing, electrical work, or hazardous-material handling.
6. Heavy Soil or Extreme Conditions
Pricing assumes normal residential conditions. Excessive buildup, clutter, heavy soil, post-construction debris, or unsafe conditions may require additional charges or service refusal.
7. Pets
Customers must disclose whether pets are present in the home. Pets should be safely secured during the cleaning visit for the safety of both the cleaning professional and the pet.
8. Cleaning Products & Equipment
SoHo Cleaning Group arrives fully equipped with professional-grade cleaning supplies and equipment needed to complete your service. If you prefer that we use your cleaning products, specialty tools, or surface-specific products, please let us know before your scheduled appointment. We will do our best to accommodate your request when possible.
9. Client-Provided Products or Equipment
When client-provided products or equipment are used, SoHo Cleaning Group is not responsible for product performance, equipment malfunction, surface reactions, or cleaning results affected by those items.
10. Cancellations and Rescheduling
Cancellation and rescheduling requests should be made as early as possible. Cancellations made 48 or more hours before the scheduled service may be cancelled with no fee. Cancellations made 24 to 48 hours before service may be subject to a 25% fee. Cancellations made less than 24 hours before service may be subject to a 50% fee. Same-day cancellations, no-shows, or lockouts may be charged the full booking amount.
11. Satisfaction Guarantee / Re-Clean Policy
Any service concerns must be reported within 24 hours of service completion. SoHo Cleaning Group may offer a re-clean at its discretion. Refunds are not guaranteed.
12. Damage Claims
Damage claims must be reported within 24 hours of service completion with supporting photos. Claims submitted after this period may not be eligible for review.
13. Photo Documentation
SoHo Cleaning Group may document property conditions with before-and-after photos for quality assurance, training, and dispute resolution.
14. Liability
SoHo Cleaning Group takes reasonable care while performing services. Customers must report any concerns promptly. We are not responsible for pre-existing damage, fragile items not disclosed in advance, unsafe working conditions, or issues caused by client-provided products or equipment.
15. Professional Conduct
Our cleaning professionals are expected to follow company standards, respect customer privacy, and perform services with care, discretion, and professionalism.
16. Changes to Terms
SoHo Cleaning Group may update these Terms and Conditions from time to time. Continued use of our services means you accept the updated terms.
Last updated: 2026
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