Customer Terms of Service

These Customer Terms of Service (the “Terms”) apply when you request, schedule, book, pay for, or receive a residential-cleaning service through Sundoves LLC (“Sundoves,” “we,” “us,” or “our”).

1. Nature of Service

Sundoves operates a booking and coordination platform that connects customers with independently operated cleaning service providers (“Providers”). Sundoves does not employ Providers and does not itself perform cleaning services.

Sundoves coordinates booking, payment processing, service communications, customer support, and eligible service-concern remedies. Providers independently perform accepted cleaning services and determine their own work methods, tools, supplies, transportation, personnel, and business operations.

2. Booking and Scope

Your booked service is based on the service type, home details, add-ons, and instructions selected or confirmed at booking. Please provide accurate information about your home’s size, condition, access, pets, parking, and special requests.

The Provider will perform the cleaning according to the checklist for the booked service. Items outside that checklist, inaccessible areas, and work requiring specialized remediation are not included unless Sundoves confirms an additional service or price in writing before the work begins.

Arrival windows are estimates. Exact arrival timing may vary because of traffic, access issues, or the duration of prior appointments.

3. Payment

A valid payment method is required to reserve an appointment. Customer pays Sundoves the listed price for the booked service through the booking platform. Payment is due upon completion of service unless Sundoves confirms another arrangement in writing.

If the actual condition, requested work, service time, parking cost, or scope materially differs from the booking information, Sundoves or the assigned Provider will explain any proposed change before additional work begins. No additional charge will be made unless you approve it.

Sundoves processes customer payment and pays the applicable project fee to the Provider that completes the accepted service.

4. Cancellations and Rescheduling

We understand that plans change.

• Cancel or reschedule with at least 48 hours’ notice: no fee.

• Cancel or reschedule with less than 48 hours’ notice: $50 fee.

• Cancel or reschedule with less than 24 hours’ notice: 50% of the scheduled service total.

• Same-day cancellations, lockouts, or no-access appointments: 100% of the scheduled service total.

Cancellation and no-access fees are not cumulative. Only the highest applicable fee will be charged.

If the assigned Provider cannot access the home after a 15-minute wait and reasonable attempts to contact you, the appointment will be treated as a no-access appointment.

5. Access, Parking, and Safety

Please provide complete and accurate access instructions before the appointment, including lockbox, key, gate, alarm, building-entry, and parking details when applicable. You are responsible for ensuring that the home is safely accessible during the scheduled appointment window.

Parking fees or access costs reasonably necessary to complete the service may be added to your total when disclosed or reasonably required. This is not a flat charge; only the actual parking cost incurred may be passed through.

Sundoves or the assigned Provider may decline, pause, or stop service if the home’s condition, safety risk, access, or requested work materially differs from the information provided at booking.

Examples include excessive clutter; heavy buildup beyond the booked service level; bodily fluids; pet waste; pests or infestations; mold; hazardous materials; unsafe conditions; aggressive animals; inaccessible work areas; or conditions that could cause damage to people, property, or equipment.

When additional work is safe and available, Sundoves or the Provider will explain the revised scope, expected time, and price before proceeding. If you decline the revised scope or price, Sundoves or the Provider may decline the appointment. Applicable late-cancellation or minimum-service charges may apply if the home’s actual condition was materially different from what was disclosed at booking.

Homes that have not been professionally cleaned in six or more months, or that require substantially more time because of buildup, pet hair, clutter, smoke, mildew, or other undisclosed conditions, may require a Condition Reset charge of $80 or more. Any adjustment must be explained and approved before additional work begins.

Providers do not move heavy furniture or appliances. If you would like an area behind or under something heavy cleaned, please move the item before the appointment so the area is accessible.

6. Pets, Valuables, and Household Conditions

Please tell Sundoves about pets before your appointment. Friendly pets are welcome, but animals that may interfere with service or create a safety concern must be secured away from work areas.

Please secure cash, jewelry, irreplaceable items, fragile belongings, and other valuables before service. Tell Sundoves before service begins about allergies, fragrance sensitivities, delicate surfaces, prohibited products, or other product restrictions.

7. Supplies and Products

Providers generally bring standard cleaning supplies and equipment needed for the booked service unless the booking confirmation states otherwise. You must provide any required specialty or manufacturer-specified product unless Sundoves confirms another arrangement in writing.

Sundoves and the assigned Provider will make reasonable efforts to follow disclosed product restrictions. Results cannot be guaranteed where a requested restriction limits the products or methods reasonably available.

8. Service Guarantee

If you believe an item included in your booked cleaning service was missed, contact Sundoves within 24 hours after service completion and include photos when reasonably available.

Sundoves will review the concern and, when appropriate, coordinate a return visit by the assigned Provider or another available Provider to address eligible missed checklist items at no additional charge. Approved re-cleans will be scheduled within seven days of the original appointment, subject to availability.

This guarantee applies only to items included in the booked service. It does not cover permanent stains; hard-water buildup or etching; pre-existing damage; mold remediation; pet waste; infestations; excessive clutter; inaccessible areas; or results that cannot reasonably be achieved through standard cleaning.

9. Property-Damage Concerns

Please report any suspected property-damage concern to Sundoves promptly, and within 48 hours after service when reasonably possible. Include photos, a description of the concern, and any relevant supporting information when available.

Sundoves will gather available information, coordinate communication with the assigned Provider, and review relevant documentation. Providers are independently operated businesses and are responsible for their own acts and omissions while performing cleaning services. Nothing in these Terms limits any liability that cannot legally be limited or excluded under applicable law.

Sundoves is not responsible for pre-existing damage, normal wear and tear, improperly installed items, or damage caused by conditions outside Sundoves’s reasonable control.

10. Photos and Documentation

Sundoves and/or the assigned Provider may take limited before-and-after photos for internal quality review, condition documentation, service verification, safety records, damage documentation, payment verification, or resolution of service concerns.

We will not use identifiable images of your home for advertising, social media, or other public promotion without your separate written permission.

11. Discounts and Promotions

Only one promotion may be applied per booking unless Sundoves states otherwise. New-customer offers apply to a first completed eligible service and may not be combined with other offers. Promotions have no cash value and may be changed or ended at any time.

12. Communications and Privacy

A. Service Communications

By scheduling or booking a service, you consent to receive non-promotional, transactional communications regarding your booking, service updates, schedule changes, billing, access instructions, and customer support via email, phone, or text message (SMS/MMS).

B. Marketing Communications

Where you separately check the box to opt in to promotional updates on our website, you agree to receive occasional marketing emails and text messages (SMS/MMS) from Sundoves.

• Consent Not Required: Opting in to marketing communications is entirely voluntary and is not a condition of purchasing any service from Sundoves.

• Rates & Terms: Message and data rates may apply. Message frequency is occasional.

• Opt-Out: You can opt out of promotional emails at any time by clicking “unsubscribe.” You can opt out of marketing texts at any time by replying STOP. Reply HELP for support.

For full details on how we collect and use your data, please review the Sundoves Privacy Policy.

13. Governing Law

These Terms are governed by the laws of the State of Washington, without regard to conflict-of-law principles.

14. Changes to These Terms

Sundoves may update these Terms from time to time. The effective date above identifies the date of the current version. Terms in effect when you make a booking apply to that booking unless applicable law requires otherwise.

15. Contact

For booking changes, questions, service concerns, or property-damage reports, contact Sundoves through the booking confirmation, website contact form, or the contact method provided with your appointment.