Acceptance of Terms
These Terms of Service ("Terms") form a binding agreement between you ("Client," "you") and Dapper Cleaning Services ("Dapper," "we," "us," "our") for any cleaning service booked through our website, by phone, by text, or through any third-party booking tool we use. By requesting, booking, or receiving a service from us, you confirm that you have read, understood, and agree to these Terms.
If you book on behalf of a property you do not own (for example, as a tenant, property manager, or short-term rental host), you confirm that you are authorized to grant us access to the property and to agree to these Terms on behalf of the owner or occupant.
Our Relationship & Independent Cleaners
Dapper Cleaning Services operates as a booking and scheduling platform that connects clients with cleaning professionals. Cleaning services are performed by independent contractors who are not employees of Dapper Cleaning Services. Dapper coordinates scheduling, payment processing, quality standards, and customer support, but does not directly supervise the moment-to-moment performance of services on-site.
References throughout these Terms to "we," "us," "our," or "Dapper" performing a cleaning, arriving at your home, or completing a task refer to the independent contractor assigned to your appointment, acting under our scheduling and quality standards. Nothing in these Terms is intended to create an employer-employee relationship between Dapper and any cleaning professional.
Booking & Confirmations
Submitting a booking request — online or otherwise — does not guarantee a specific date, time, or cleaner. We will follow up by email, text, or phone to confirm your appointment details. A booking is considered confirmed only once you receive this confirmation.
We typically work with a single cleaner per appointment, though larger or more complex jobs may require additional cleaners. We try to keep the same cleaner assigned to recurring appointments whenever possible, but this cannot be guaranteed (see Cleaner Reassignment).
By booking with us, you agree to receive appointment confirmations and reminders by text and/or email. You may update your communication preferences at any time by contacting us.
Payment, Card on File & Holds
Required payment method
All billing is processed electronically through our third-party payment provider, Stripe. We require a valid card on file for every account, and we do not store your full card details on our own systems — Stripe handles that securely. If we do not have a working payment method on file, we reserve the right to pause or cancel scheduled service until one is provided.
Pre-authorization hold
Approximately 24 hours before your scheduled appointment, we place a temporary authorization hold on your card for the estimated amount of the booking. This is not a charge — it confirms that funds are available. If the hold fails, we may contact you to resolve it and reserve the right to pause your appointment if it cannot be resolved before your scheduled time.
Charges
At the conclusion of your appointment, your card on file will be charged for the service completed that day, plus any approved additional time or add-ons. Receipts are emailed automatically to the address on file.
Declined payments
If a charge is declined, we will contact you to update your payment information. No additional fee applies if the balance is resolved within 5 days. After 5 days, your account may be considered past due and subject to the late fees described below.
Returned charges & bank fees
Any bank fees, chargebacks, or returned-payment fees charged to Dapper as a result of your payment method will be passed on to you. Reimbursement, including the original amount and any associated bank charges, is due within 5 days. After 5 days, a late fee of $25 per week applies. Accounts more than 30 days past due may be referred to small claims court or a collections service.
Cancellations, Rescheduling & Lockouts
When you book with Dapper, we reserve that time slot specifically for you and turn down other work to hold it for your cleaner. Our cancellation policy exists to protect that commitment — for both your cleaner's schedule and the clients waiting on our calendar. We apply it consistently and automatically, so it never comes down to a judgment call in the moment.
| Notice Given | Fee |
|---|---|
| More than 48 hours before your appointment | No charge |
| 24–48 hours before your appointment | $50 flat fee |
| Less than 24 hours before your appointment | 50% of booking price |
| Same-day cancellation or no access at all | 100% of booking price |
| Lockout — cleaner arrives but cannot access the home | 100% of booking price |
Lockouts
You're responsible for making sure your cleaner can access the property at the scheduled time — whether that's being home, providing a key, a lockbox code, or building/gate access instructions in advance. If your cleaner arrives and cannot get in, we'll attempt to reach you for about 20 minutes. If we're unable to gain access in that window, the appointment will be treated as a lockout and the fee above will apply.
How to cancel or reschedule
Cancellations and reschedule requests must be made by phone, text, or email and are only considered received once acknowledged by our team during business hours (Monday–Friday, 8am–6pm). Requests sent after hours are processed the next business day, so please plan accordingly if you're close to a cancellation window.
Cleaner Reassignment
While we do our best to keep a consistent cleaner assigned to your recurring appointments, we reserve the right to reassign a different cleaning professional to any appointment — recurring or one-time — when necessary due to scheduling, availability, illness, or other operational reasons. We'll try to let you know in advance when a reassignment happens, but this isn't always possible on short notice.
Right to Refuse or End Service
Right to terminate
We may end service for any client, at any time, for any reason, with written notice provided by text and/or email.
Right to refuse or decline a job
We may decline or end a service visit due to safety concerns, an unsafe or uncomfortable situation, weapons on the premises, severe clutter, disconnected utilities, or any condition we reasonably determine to be unsafe or unreasonable. Our cleaners are never required to enter or remain in a home if they feel unsafe, threatened, or if conditions are extremely unsanitary.
For health, safety, and liability reasons, we do not perform the following types of work:
- Cleaning of blinds that are fragile or prone to breaking
- Hoarder-level or extreme-clutter conditions
- Biohazard cleanup (feces, urine, vomit, blood, drug paraphernalia, etc.)
- Homes with active pest infestations
- Use of ladders beyond a standard 3-step step stool, or any second-story/extension ladder work
If a booked appointment falls into one of these categories and our cleaner declines or ends the visit on-site, the applicable cancellation fee described in Section 05 will apply.
Pets
We're happy to work around pets, but for everyone's safety we ask that pets be secured or supervised during the visit. If a pet presents a safety concern, our cleaner may pause or end the appointment, and the cancellation policy above will apply.
Scope of Services & Exclusions
Our standard cleanings cover the interior cleaning tasks described in your booking (kitchens, bathrooms, living areas, bedrooms, floors, surfaces, etc.). The following are not included in standard service and may be available as add-ons where noted, or may not be offered at all:
- Wet-wiping of light bulbs or light fixtures
- Floor resurfacing, waxing, or refinishing
- Upholstery or carpet shampooing
- Removal of biohazards, pest infestations, or hazardous waste
- Moving or lifting large furniture or appliances
- Large-scale trash removal or hauling
Available add-on services (subject to availability and additional charge) may include: interior window and sill cleaning, detailed blind cleaning, dishes, inside-cabinet cleaning, inside-oven cleaning, inside-refrigerator cleaning, garage sweeping, and patio cleaning. Ask us when booking if you'd like any of these added.
We may skip areas that cannot be safely or properly cleaned due to clutter, biohazards, or inaccessibility, and we'll let you know what was skipped and why.
Preparing for Your Cleaning
Our pricing assumes our cleaners can spend their full visit actually cleaning, rather than tidying up first. We ask that you do a quick pass to clear floors, countertops, and tabletops of clutter, dishes, and personal items before we arrive. If you'd like us to include tidying as part of the visit, just let us know in advance so we can adjust the time and price accordingly.
We also recommend safely storing away any items of high monetary or sentimental value before your appointment.
You must provide access to running water and electricity at the property. If either is unavailable at the time of service, we may be unable to complete the cleaning and the visit may be treated as a cancellation under Section 05.
Your Equipment & Products
We bring our own cleaning supplies and equipment — including a vacuum, mop, bucket, and broom — to every appointment unless other arrangements have been made.
If you ask us to use your own vacuum or other equipment, we don't accept any liability for damage to it, and we're not responsible for its maintenance or repair. If your equipment isn't in working order when we arrive, we won't be able to perform that task (for example, vacuuming carpets or hard floors) using it.
If you'd like us to use a specific product (for a particular surface, allergy, or preference), let us know ahead of time. We'll try to accommodate this, but you may be asked to provide the product yourself.
Heavy Items & Hard-to-Reach Areas
To protect our cleaners from injury and to avoid accidental damage to your home, our team does not move large furniture or kitchen appliances (anything over roughly 50 lbs), and does not use ladders beyond a standard 3-step step stool. This means areas behind or underneath large furniture and appliances — refrigerators, ovens, sofas, etc. — won't be cleaned unless those items have already been moved before we arrive.
All surfaces (including wood, stone, and marble) are assumed to be properly sealed and in normal condition, suitable for standard cleaning products, unless you tell us otherwise in advance.
Flat-Rate Pricing & Additional Time
Our flat-rate prices are estimated based on the information you provide about your home (bedrooms, bathrooms, square footage) and an assumption that the home is in generally reasonable condition. If, upon arrival, the actual condition of the home means the job will take meaningfully longer than estimated, we'll contact you before doing additional work.
If we're unable to reach you for approval, our cleaner will work through your priority list (if provided) until the originally allotted time is up, then move on to their next appointment. You're welcome to book additional time for another visit. We will never increase the price of your booking without your approval first.
Rate adjustments
We may revisit your recurring rate if your home or schedule changes significantly — for example, a move, renovation, change in household size, or a noticeable increase in furniture or belongings — or if your actual cleaning time consistently differs from the original estimate. We'll discuss any such change with you before it takes effect.
Recurring service frequency
Discounted recurring rates apply based on your selected cleaning frequency and begin after your first cleaning. If you skip enough appointments that your effective frequency drops to a lower tier, your rate may be adjusted to match that lower-frequency pricing going forward.
Arrival Windows
We schedule appointments in the order that minimizes drive time between jobs, which helps us keep prices down. If you'd like a specific time, let us know and we'll try to accommodate it, though we can't guarantee an exact time.
If you'd like to be present for your cleaning, we typically provide a 2-hour arrival window (for example, 8–10am, 10am–12pm, 12–2pm, or 2–4pm). Traffic, weather, prior appointments, and lockouts at other homes can all affect timing. If we're running behind, we'll contact you with an updated estimate as soon as we're aware of the delay.
Holiday Schedule
We do not provide service on the following holidays. If your regular appointment falls on one of these dates, we'll contact you to find a new date:
- Independence Day
- Thanksgiving
- Christmas Eve
- Christmas Day
- New Year's Eve
- New Year's Day
Satisfaction Guarantee & Complaints
We stand behind our work. If something wasn't cleaned to your satisfaction, here's how to make it right:
24-hour walk-through
If you're home at the end of your appointment and notice something was missed, please flag it to your cleaner or call our office right away — it's often quickest to fix on the spot.
Re-clean window
If you notice an issue after your cleaner has left, contact us at support@dappercleaningservices.com or by phone/text within 24 hours of service completion, with photos of the area in question. We'll arrange a re-clean of the missed area at no extra cost. Issues reported after 24 hours fall outside this guarantee, though we'll always try to help where we reasonably can.
For recurring clients, we'll send a quick check-in text after each of your first three appointments to confirm everything looks good. After that, you're always welcome to reach out anytime with feedback.
What the guarantee covers
This guarantee applies to cleaning tasks included in your booking that were not completed to a reasonable standard. It does not cover pre-existing wear and tear, damage from faulty installation or assembly, or general deterioration unrelated to our service.
Filing a complaint
Email support@dappercleaningservices.com or call/text (781) 694-6380 within 24 hours of your appointment.
Damages & Breakage
We take care to avoid damaging or breaking anything in your home, but accidents can happen. If something is damaged or broken during a visit:
- Report it within 48 hours by emailing support@dappercleaningservices.com or texting (781) 694-6380, including photos of the item or area.
- Allow us to send someone to assess the damage and discuss repair or replacement.
If damage isn't reported within 48 hours, or if you decline to allow us to assess and address it, responsibility for the item or area passes to you. We're not responsible for damage caused by pre-existing wear and tear, improper installation or assembly, lack of maintenance, or normal aging of materials.
Changes to Requested Services
Any changes to what's included in your appointment — adding tasks, swapping priorities, or extending time — need to be agreed with our office before or during the visit. Our cleaners aren't authorized to add, remove, or change services on their own, and we ask that you don't request changes directly from them. Please contact us by phone or text, ideally before 5pm the day prior to your scheduled cleaning, so we can plan accordingly.
Non-Solicitation of Personnel
While working with Dapper Cleaning Services, and for two (2) years after your last appointment with us, you agree not to directly hire, contract with, or engage any cleaner, contractor, administrator, or other personnel you were introduced to through Dapper, for cleaning or related services outside of our platform.
If this agreement is breached, you agree to pay $3,000 USD as a reasonable estimate of the loss this causes our business. We may also end your service immediately without refund, and pursue any other remedies available to us under the law.
Intellectual Property
All content on our website and related materials — including text, graphics, logos, and branding — is the property of Dapper Cleaning Services and its licensors, and may not be copied or used without permission.
Third-Party Links
Our website or communications may contain links to third-party websites or services that we don't own or control. We're not responsible for the content, policies, or practices of any third-party site, and we encourage you to review their terms and privacy policies before using them.
Termination
We may suspend or end your access to our services at any time, without prior notice, including if you breach these Terms. You may stop using our services at any time by simply not booking further appointments, or by notifying us.
Provisions of these Terms that by their nature should survive termination — including ownership, payment obligations, warranty disclaimers, non-solicitation, and limitations of liability — will continue to apply after your relationship with us ends.
Governing Law & Disputes
These Terms are governed by the laws of the State of Massachusetts, without regard to conflict-of-law principles. Any dispute arising from these Terms or our services will be resolved in the courts located in Boston, Massachusetts.
If any provision of these Terms is found unenforceable, the remaining provisions remain in full effect. Our failure to enforce any right doesn't waive that right for the future. These Terms represent the entire agreement between you and Dapper Cleaning Services regarding our services, superseding any prior agreements on the same subject.
Changes to These Terms
We may update these Terms from time to time. For material changes, we'll try to give at least 30 days' notice before they take effect; what counts as "material" is determined at our discretion. Continuing to use our services after updated Terms take effect means you accept the revised Terms. If you don't agree with a change, please stop booking further services with us.
Contact Us
Questions about these Terms, or about a booking, can be sent to:
Email: support@dappercleaningservices.com
Phone / Text: (781) 694-6380