Castle Sweep Cleaners (also referred to onwards as “Company” or “we”, “us”) reserves the right to make amendments to these terms and conditions for our cleaning service in Sioux Falls/Sioux City without giving prior notice. By requesting service from Castle Sweep Cleaners, the client accepts that these terms and conditions below, and agrees to abide by them. Please carefully read these terms and conditions.
COVID-19: No customer shall book a service with Castle Sweep Cleaners without fully disclosing their knowledge of Covid symptoms. As a customer of Castle Sweep Cleaners, it is your responsibility to make our company aware if you experience any symptoms of, or relating to Covid. If you have recently been out of the country, feeling sick, cared for someone feeling sick, been in quarantine or planning to be in quarantine, all such and other related information must be disclosed to Castle Sweep Cleaners in accordance with the health and safety laws of British Columbia. Castle Sweep Cleaners reserves the right to discontinue any service on the grounds of health and safety.
REFUNDS: Our services are personalized to each customer, therefore, Castle Sweep Cleaners does not offer refunds. However, please contact us within 24 hours 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 24 hours of the initial cleaning. Customers must list, with pictures, areas of the home that were missed during the initial cleaning. Any areas not listed within 24 hrs of the initial cleaning will not be honoured 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 24–48 hrs. The customer must be available to grant access to the cleaners for the re-clean.
RECEIPTS 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 Castle Sweep Cleaners 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.
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 balances remaining on gift cards can also be used on a future service.
NO TERMS OR CONTRACT: There is no term to this agreement between the client and Castle Sweep Cleaners. You may cancel your recurring or one-time cleaning service before 24 hours prior to the scheduled booking. Castle Sweep Cleaners also reserves the right to cancel the service provided at any time. However, there is a cancellation fee of $79 for cancelled bookings under 24 hours 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.
MOVE-OUT CLEANING: Customers who use our move-out cleaning plan agree that their homes are empty and free of clutter. Castle Sweep Cleaners does not remove pet odours from homes. If your home is empty and requires removal of pet odours, please call a specialist. Castle Sweep Cleaners 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. Our 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.
HOURLY SERVICE: All hourly services are billed only by the hour at the current rate set forth by Castle Sweep Cleaners at the time of booking. Customers may not change their booking type after the service has begun without proper notice. We do not offer custom price bookings. Service must be categorized as Standard, Deep, Move-out, Hourly Cleaning, Organization, or Home Concierge. Our cleaners are not authorized to adjust the service type on-site. Any change requests must be made via email, text, or call to our office and are subject to approval.
For hourly services where the customer is present during cleaning, any extra time spent by the cleaners in the home will be billed to the customer. It is the customer’s responsibility to stop the cleaning at the end of the billable hours to avoid extra charges. If a customer wishes to extend cleaning time or services, Castle Sweep Cleaners must be contacted directly.
For hourly service where the customer is not present, Castle Sweep Cleaners will communicate with the customer when the hourly service is completed. If more cleaning is required, the customer will be notified. It is the customer’s responsibility to provide sufficient hours to complete the required cleaning. Where insufficient hours are provided, only priority areas will be cleaned. Our 24-hour clean guarantee applies only to the time it takes to fix missed areas—not a full re-clean. Concerns must be raised while cleaners are still present.
CLEANING APPROVALS: Customers may confirm satisfaction by phone, text, or email. Once approval is received, Castle Sweep Cleaners reserves the right to deny a re-clean request. Complaints made after 24 hours from the initial clean will not be honored. If you request to inspect the work and are not present within 10 minutes of the cleaners’ completion, you may be charged for waiting time (up to 1 hour), after which the team may leave.
TEAMS: Cleaners may work solo or in teams depending on the job size. While we aim to provide consistency, we cannot guarantee the same cleaner or team leader due to scheduling, illness, or other factors.
CONDUCT: Our cleaners will not smoke, eat, watch TV, play music, answer your phone/door, or engage in tasks outside of your booked service. We are not renovation, tile, wall, or grout specialists—please call a specialist for those services.
PETS ESCAPING FROM THE HOME: Castle Sweep Cleaners is not liable for pets that escape while cleaners are entering or exiting. If pets roam freely, notify us in advance so cleaners can be alert. Cleaners will close doors promptly upon entering or exiting.
EQUIPMENT AND SUPPLIES: We provide our own supplies and equipment. If you have a specific product request, please contact us before your appointment. In some cases, we may request that the client provide a vacuum to avoid cross-contamination. Vacuums can carry dander and allergens that affect other customers.
ARRIVAL TIME: We offer a 1-hour arrival window due to traffic or unexpected delays. We will notify you if delays exceed that window.
SCHEDULING: Price is based on frequency:
● Weekly: Every week
● Bi-weekly: Every 2–3 weeks
● Monthly: Every 4–5 weeks
Skipping or altering cleaning frequency will result in a rate adjustment. E.g., skipping a bi-weekly clean will make the next visit a “monthly” rate.
CLEANING FEE ADJUSTMENTS: We reserve the right to adjust prices based on actual cleaning time and effort required. Clients must accurately describe the home and its condition.
Price changes after booking will not affect past appointments but may apply to future ones.
WORKING AT HEIGHTS: Cleaners will not work at heights beyond 2 ladder steps for safety reasons.
PAYMENT POLICY:
Payment is due in full at the time of booking. We accept credit cards (Visa, Mastercard) and Interac transfers. Cash payments are not accepted unless arranged in advance. No appointments are reserved without valid payment on file.
LATE CANCELLATION:
A $79 late cancellation fee will apply if notice is not given at least 24 hours in advance. Cancellations must be made via email, text, or phone call. Telling the cleaners directly does not count as proper cancellation.
RESCHEDULING:
Rescheduling is free when done 24+ hours before service. If rescheduled and then cancelled, the $79 cancellation fee still applies.
LOCKOUT / INACCESSIBILITY:
If our cleaners cannot access the home at the time of service, a $79 lockout fee will apply. For homes outside city limits, a travel fee will also be charged.
CHARGES FOR MISSED APPOINTMENTS:
Clients who fail to provide timely notice or cause a lockout will be charged in full. Our cleaners’ time is reserved for your appointment and cannot be reallocated without notice.
SECURITY ALARMS:
Please deactivate alarms or provide codes prior to service. Notify us immediately of any changes to your alarm system.
CANCELLATION BY COMPANY:
We reserve the right to cancel service due to lack of access, power/water outages, interference from other contractors, or unsafe environments. A 50% service fee may still apply.
ACCIDENTS & THEFT:
Clients are responsible for securing valuables (cash, jewelry, etc.). If something is damaged, cleaners must notify the office immediately. Customers must report damage within 24 hours and must be present to verify the incident. Once the cleaner leaves, they are no longer liable. “One-of-a-kind” items must be documented to claim replacement. We are not liable for items improperly mounted (e.g., wall hangings with pins or tape).
If theft is suspected, the client must notify us and pursue legal action through the proper authorities. We are not responsible unless a claim and prosecution are initiated.
HOLIDAYS:
Observed holidays include New Year’s Day, Canada Day, Labour Day, Thanksgiving, Christmas Eve, and Christmas Day. We’ll contact you in advance to reschedule if your cleaning falls on these days.
CLUTTER:
Our team will not clean excessively cluttered areas. For example, desks covered in paperwork may be skipped. We may attempt light organization, but results may vary.
LAUNDRY SERVICE:
We are not liable for any damage to clothing or machines. You must provide clear instructions. Shrinking, discoloration, or damage is a known risk with laundry services.
PETS:
Please secure pets and clean up after them. We do not clean up fresh or over abundant dry pet urine, feces, or litter boxes.
HEALTH & SAFETY:
We reserve the right to refuse any job that poses a health or safety risk, or is outside our insurance coverage.
QUALITY CONTROL:
We may conduct random home inspections or phone calls to ensure quality. You may also receive a satisfaction survey.
STAIN REMOVAL:
We will do our best to remove stains, but some (e.g., oven or wall buildup) may not be removable during standard cleaning times.
BEFORE AND AFTER PHOTOS:
We take before-and-after photos for marketing and quality assurance. Photos are anonymized and will not include identifying information. If you’re not comfortable with this, please contact us.
WALL WASHING / SPOT CLEANING:
We are not responsible for any wall damage that may result from wall cleaning. If widespread stains are found, spot cleaning may be upgraded to full wall washing with notice and additional charge
HOARDING:
If a hoarding situation is discovered, the cleaning will be converted to an hourly rate of $45/hour per cleaner. We cannot estimate time requirements in such cases. Estimates will be discussed prior to service.
EXTRA WORK:
Please notify us in advance if you require extras (garage cleaning, post-construction, inside appliances, etc.). We will provide an estimate, but final pricing may change based on actual time and work required.
ITEMS WE CANNOT CLEAN OR DO:
Our cleaners will not:
● Clean bodily fluids or excretions
● Handle litter boxes
● Clean where insect infestations are present (roaches, fleas, etc.)
● Move furniture containing electronics
● Climb above 2 ladder steps or clean exterior surfaces
● Lift items over 30 lbs
● Provide childcare, pet care, or meal prep
● Empty diaper pails
Please notify us if you have fragile decor you don’t want touched (e.g., curio cabinets). Let us know before your appointment and we will accommodate.
HIRING OUR TEAM:
Our cleaners are under a Non-Compete Agreement. You may not hire them directly or refer them to others for two (2) years from their last service date with us. If you violate this, you owe 20% of their annual compensation as a placement fee.
TIPS:
Tips (10–15%) are appreciated but not required. You may leave cash or request it be added to your card. Cleaners keep 100% of tips.
CLEANING BEHIND APPLIANCES:
We do not move heavy appliances. If you want behind/under cleaning, you must move appliances before we arrive. These services are typically only included in move-out cleanings.
INSIDE OVENS, FRIDGES, CABINETS:
These must be emptied before our cleaners arrive. This applies to both standard and move-outn cleans.
KEYS & ENTRY:
Please provide a reliable entry method (code, key box, etc.). If we are locked out, we will reschedule, but no refunds will be provided.
PERSONAL INFORMATION:
Phone calls may be recorded for quality purposes. We never share personal info with third parties unless required by law.
OFFICE HOURS:
Monday–Sunday, 8:00am–6:00pm
Online chat support: 8:00am–11:00pm daily
Voicemails are accepted after hours.
INSURANCE:
We carry liability insurance to protect you and our team.
DISCLAIMER OF WARRANTIES:
Our services are provided “as is.” We do not guarantee that:
● They will meet your expectations
● They will be error-free or available without interruption
● Stains or buildup will be fully removed
● You will be free from dissatisfaction
We disclaim all implied warranties to the fullest extent permitted by law.
NETWORK DELAYS:
We are not responsible for delays due to internet outages, server issues, or tech disruptions.
LIMITATION OF LIABILITY:
Our liability is capped at what you’ve paid us in the past 6 months. We are not liable for:
● Indirect or consequential damages
● Personal injury
● Business loss
● Loss of profits or reputation
● Third-party service issues
GOVERNING LAW:
These terms follow the laws of Sioux Falls, South Dakota.
ARBITRATION AGREEMENT:
By using our service, you waive your right to go to court or file a class action. All disputes must be resolved via binding arbitration in Sioux Falls.
GENERAL:
This agreement represents the full understanding between you and Castle Sweep Cleaners. If any part is invalidated, the rest remains enforceable. You agree not to bring personal claims against our owners, staff, or subcontractors. These terms are subject to change without notice.