Effective Date: 09/25/2024
Welcome to Otter Cleaning Services! These Terms and Conditions outline the rules and regulations for using our website and booking our cleaning services. By accessing our website or using our services, you accept these terms in full.
1. Services Provided
We offer the following cleaning services:
- Basic Home Maintenance: Essential cleaning to keep your home neat and manageable between deep cleans.
- Standard Home Cleaning: A more detailed clean, perfect for maintaining a fresh, comfortable living space.
- Intensive Deep Cleaning: Comprehensive cleaning to refresh your home and tackle built-up dirt and grime.
- Move-in/Move-out Cleaning
- Eco-Friendly Cleaning
- Short -term rental cleaning
- Office Cleaning

Additional services such as inside oven cleaning, refrigerator cleaning (with client preparation), and other extras can be booked upon request, depending on the selected service package.
2. Booking and Payment
Online Booking: You can book services through our website https://www.ottercleaning.com/
Your availability will be collected to assist in scheduling.
Payments: Payments must be made in advance during booking, unless otherwise agreed. 
Cancellations: Cancellations must be made at least 24 hours before the scheduled cleaning to avoid a cancellation fee. Failure to provide adequate notice may result in a charge equal to 50% of the service cost.
3. Subscription Plans
We offer flexible subscription options for cleaning services on a weekly, biweekly, or monthly basis. You can choose from:
- 3, 6, 9, or 12-month subscription plans.

Subscriptions are subject to automatic renewal unless canceled before the next billing cycle.
4. Responsibilities of the Customer
Access to Property: The customer must provide access to the property at the agreed-upon time. If our team cannot access the property, the booking will be considered a no-show, and the cancellation policy will apply.
Safety and Hygiene: Our cleaning team reserves the right to refuse service if they encounter unsafe conditions, including infestations. In such cases, cleaning will be halted, and the client will be informed to seek pest control services.
Refrigerator Cleaning: Customers are responsible for ensuring food storage during refrigerator cleaning, including providing a cooler for temporary storage.
5. Limitations of Service
We do not clean biohazard waste, and employees are trained to inform management if bloodborne pathogens or unsafe materials are found.
We do not use ladders or clean areas that cannot be safely reached using a stepping stool.
Certain deep cleaning services such as inside oven or refrigerator cleaning may require extra charges, which will be communicated at the time of booking.
6. Rescheduling
Customers can reschedule services with no additional fee if requested at least 24 hours before the appointment. Rescheduling requests made later than this may incur a fee.
7. Liability
Damage and Breakage: While we take great care in handling your belongings, accidents may happen. Any claims for damage or breakage must be reported within 24 hours of the service.
Service Satisfaction: If you are unsatisfied with the service, please contact us within 24 hours to allow us the opportunity to address your concerns.
Limitation of Liability: Our company will not be liable for any indirect, consequential, or incidental damages arising from our services.
8. Privacy and Data Collection
We collect personal information, such as your name, contact details, and address, for the purpose of providing cleaning services. We are committed to protecting your privacy. For details on how we handle your data, please refer to our Privacy Policy.
9. Termination
We reserve the right to terminate or suspend service for any customer who violates these terms, including but not limited to non-payment, providing false information, or creating unsafe conditions for our employees.
10. Changes to Terms
We may update these Terms and Conditions from time to time. Any changes will be posted on our website, and it is the customer's responsibility to review the terms regularly.
11. Governing Law
These Terms and Conditions shall be governed by and construed in accordance with the laws of Orlando, Florida.
12. Respectful Treatment of Employees
Professional Conduct: We expect all clients to treat our employees with respect and professionalism. Any form of harassment, abuse, or inappropriate behavior towards our staff will not be tolerated. In such cases, we reserve the right to immediately terminate services without a refund.
Safe Working Environment: Clients are responsible for ensuring a safe and non-hostile working environment. If our employees feel unsafe or encounter unacceptable behavior, they are instructed to leave the premises, and services will be halted.
Feedback: If you have any issues or feedback regarding the service or an employee’s performance, please contact our customer support team directly at support@ottercleaning.com. We are committed to addressing any concerns in a respectful and professional manner.