IVORY HOME SERVICES LLC – TERMS OF SERVICE

Last Updated: 12/01/2025

Welcome to Ivory Home Services LLC (“we,” “our,” or “us”). By booking a cleaning with us, you (“client,” “customer,” or “you”) agree to the following Terms of Service. Please read carefully before scheduling.

1. Services Provided

Ivory Home Services LLC provides residential, deep cleaning, move-in/move-out, and Airbnb cleaning services. Additional add-ons and specialty services may be offered and updated on our website at any time.

We reserve the right to refuse service for unsafe, unsanitary, or policy-violating conditions.

2. Booking & Scheduling

  • All appointments must be scheduled through our website or by contacting us directly.

  • Appointment times include a one-hour arrival window to accommodate delays.

  • Clients must ensure cleaners have safe and timely access to the property.

  • Incorrect or missing entry information will result in a 50% lockout fee.

3. Pricing & Payments

3.1 Pricing Structure

  • Pricing is determined by home size, condition, and selected service type.

  • Requests to clean only specific rooms or areas are charged at $50 per hour (maximum 3 hours).

  • To ensure transparency and accurate pricing, we kindly ask clients to review the details of each service and add-on selected, including what’s included in standard and deep cleanings. If your cleaning exceeds the quoted time, an additional fee of $50 per hour will apply, or you may be required to book an additional session on a different day.

3.2 Payment Policy

  • Payments are ONLY accepted by credit or debit card.

  • Zelle is not accepted for website bookings.

  • A $100 deposit is charged at the time of booking.

  • The system will automatically place a hold on the card on file 1 day prior to your scheduled service.

  • The remaining balance will be charged after the service is completed.

  • Late, declined, or failed payments may result in cancellation or additional fees.

4. Cancellations, Rescheduling & Access Policy

4.1 Cancellations & Rescheduling

  • Cancellations or reschedules must be made at least 24 hours before your appointment.

  • Same-day cancellations or no-shows will incur a 50% cancellation fee of the total cleaning price.

4.2 Access Policy

If we arrive and cannot access the home due to missing instructions, incorrect codes, locked doors, or lack of communication, a 50% lockout fee will be charged.
Please ensure all entry instructions are accurate and up to date.

5. Home Condition & Additional Fees

Additional fees may apply for:

  • Excessive dirt, trash, or clutter

  • Heavy buildup (grease, mildew, soap scum, etc.)

  • Pet hair, pet stains, or pet-related messes

  • Add-ons not included in your selected package

  • Additional time beyond the quoted duration ($50 per additional hour)

  • Required follow-up visits due to home conditions

If the home is unsafe or excessively unsanitary, cleaners may stop work. Time already spent will still be billed.

6. Pest & Infestation Policy

To protect staff safety, Ivory Home Services LLC does not service homes with visible pests or infestations, including but not limited to:

  • Roaches

  • Bed bugs

  • Fleas

  • Rodents

  • Ticks

  • Severe ant or insect activity

Right to Cancel

We reserve the right to cancel or stop a cleaning at any time — before or during service — if pests or signs of infestation are discovered.

Infestation Fee

If roaches, rodents, bed bugs, or any other infestation is detected:

  • The client may be charged the full quoted price of the cleaning, AND

  • An additional $350 Infestation Exposure Fee

This fee covers:

  • Contamination protocols

  • Equipment sanitization

  • Hazard pay

  • Lost labor time

  • Schedule disruption

This fee applies even if the cleaning cannot be completed.

7. Client Responsibilities

Clients are responsible for:

  • Providing safe entry and accurate access instructions

  • Securing pets

  • Ensuring functional electricity, HVAC, and running water

  • Removing fragile or sentimental items from exposed areas

  • Providing special instructions prior to service

8. Satisfaction Guarantee

If any part of your cleaning is unsatisfactory:

  • Contact us within 24 hours of service

  • We will return to re-clean missed areas at no cost

Refunds are not offered; re-cleaning is the exclusive remedy.

9. Property Damage

While our cleaners take great care, Ivory Home Services LLC is not responsible for:

  • Normal wear and tear

  • Pre-existing damage

  • Unstable, unsecured, or deteriorating fixtures

  • Items not properly stored

  • Fragile items left in exposed areas

  • Allergic reactions to products not disclosed

Damage caused directly by our staff must be reported within 24 hours for review.

10. Health & Safety

We do not clean hazardous materials, bodily fluids, animal waste, mold, or hoarding-level conditions.
Cleaners are sent in pairs for safety; solo-cleaner requests are not permitted.

11. Supplies & Equipment

  • All cleaning supplies and equipment are provided by Ivory Home Services LLC.

  • Cleaners will not use unsafe, harmful, or unapproved chemicals.

  • Clients purchasing their own products will not be reimbursed.

12. Employee Non-Solicitation

Clients may not hire or solicit Ivory Home Services cleaners for private cleaning work outside of the company.
Violation of this policy results in a $500 Non-Solicitation Fee.

13. Photos & Quality Control

Non-identifying before-and-after photos may be taken for training and quality assurance.
Clients may request to opt out.

14. Liability Limitations & Insurance

Ivory Home Services LLC is fully insured to protect our clients, their property, and our staff while performing cleaning services.

However, we are not liable for:

  • Weather delays or emergencies

  • Access issues

  • Unstable furnishings

  • Items not properly secured by the client

  • Pre-existing damage

  • Loss of items not properly stored

Our maximum liability is limited to the total amount paid for the specific service performed.

15. Right to Refuse Service

We reserve the right to refuse, discontinue, or cancel service at any time for:

  • Unsafe conditions

  • Infestations

  • Harassment or inappropriate behavior

  • Repeated cancellations or non-payment

  • Policy violations

  • Anything that jeopardizes staff safety

16. Agreement to Terms

By clicking the “Book Now” button, you agree to these Terms of Service and our Privacy Policy.

17. Contact Information

Ivory Home Services LLC
📞 248-222-2616
📧 info@ivoryhomeservices.com
📧 support@ivoryhomeservices.com
📍 Metro Detroit, MI