Disclaimer Regarding Sensitive or Aged Home Fixtures and Materials

Clients acknowledge that original, historic, or aging components of the home—including but not limited to bathtubs, window ledges, floorboards, and other architectural features—may be especially sensitive to certain cleaning products or techniques. While Mentha Clean takes all reasonable precautions to prevent damage, we cannot be held liable for deterioration, discoloration, or damage to aged, original, untreated, or delicate materials, particularly where product limitations or age-related vulnerabilities exist. If a client requires special care or handling for any surfaces, this must be communicated in writing prior to the scheduled service.

Use of Client-Supplied Cleaning Products

If a client requests that Mentha Clean use specific cleaning products (e.g., Murphy’s Oil Soap for hardwood floors, or non-toxic solutions for bathtubs), the client assumes full responsibility for the results. Mentha Clean will not be held liable for reduced effectiveness, incomplete results, or unintended outcomes caused by the use of non-standard or client-supplied products.

Pre-Existing Conditions and Non-Responsibility for Malfunctions

Mentha Clean is not liable for pre-existing damage or malfunctioning items within the property. This includes, but is not limited to, damaged furniture, faulty appliances, loose hardware, broken fixtures, and clogged drains. Clients are encouraged to disclose any known issues or fragile items before service.

Post-Service Disputes Related to Appliances or Fixtures

In the event of post-service issues—such as malfunctioning light switches, damaged appliances, or hardware concerns—Mentha Clean reserves the right to conduct or commission a neutral third-party evaluation. Unless negligence by our staff can be clearly demonstrated, we are not responsible for costs associated with repair or replacement. Any claim must be submitted within 7 days of the service date.

Misrepresentation of Work Conditions

If a client inaccurately describes the home’s condition as “generally clean” or suitable for a standard cleaning, but upon arrival the property requires significantly more attention (e.g., heavy grease, buildup, clutter, or pet hair), Mentha Clean reserves the right to adjust the quote accordingly.

Clients will be informed before any price changes are made, and services may be paused pending approval. If the revised price is not acceptable, we will either:

Proceed only with the originally requested service level; or

Discontinue service at the client’s request if deeper cleaning is not feasible.

Pre-Clean Requirements for Clutter or Disorderly Homes

To ensure a smooth and effective cleaning experience, clients are expected to prepare their home prior to our arrival. This includes removing personal items such as shoes, clothing, and general clutter from floors, countertops, and areas in and around sinks, bathrooms, and the kitchen. Mentha Clean does not provide organization or decluttering services as part of our standard cleaning. Unless previously discussed and agreed upon in writing, we will not be responsible for picking up or organizing personal belongings. If a home is found to be in a condition that prevents our team from performing a proper cleaning, we reserve the right to either (1) reschedule the service for a later date, in which case a visit fee of $100 will still be charged, or (2) clean around the clutter to the best of our ability. In such cases, Mentha Clean cannot be held liable for any areas that are left uncleaned or results that do not meet client expectations due to the presence of clutter or disorganization.

General Liability and Limitations

Mentha Clean’s staff are highly trained professionals; however, every cleaning environment presents unique conditions. We are not liable for damage resulting from unknown hazards, unsafe structures, manufacturer defects, or material limitations. Our liability coverage extends only to instances of gross negligence, and any claim for damages is limited to the total cost of the service or $300, whichever is less.

Carpet and Stain Treatment Disclaimer

We do not guarantee complete removal of stains, odors, or discoloration on carpeted areas or upholstery, including those caused by pet urine, rust, mold, hard water, or unknown chemicals. These may require specialized restoration services beyond the scope of our standard cleaning. Mentha Clean will not be liable for permanent stains that cannot be lifted using professional-grade cleaning methods.

Mold and Hazardous Conditions Policy

We do not service homes that contain mold, including visible green or black mold on walls, within cabinets, bathrooms, or any other interior area. If mold is discovered during the cleaning, service will stop immediately and the client will be notified. The visit will be charged as a partial service. Mentha Clean does not handle biohazards, bodily fluids, rodent droppings, insect infestations, or environments deemed unsafe for our staff.

Return & Touch-Up Policy

If an area was missed or not cleaned to standard, we offer a complimentary touch-up visit.

Touch-Up Grace Period: Clients must notify us of any issues within 24 hours of the completed service. If the area(s)s of concern are related to an area originally included in the cleaning, we will return within two (2) business days to address those discrepancies at no additional cost.

Return Visits Due to Conditions Beyond Our Control: If we are required to return due to lack of electricity, water, access, or property readiness, a $100 visit fee will be charged to the client. After the payment is made, we will reschedule the clients visit to complete the cleaning service.

Client Access Delays: If we are unable to enter the home within 20 minutes of the scheduled time of arrival. The appointment will be forfeited and a $100 visit fee will be charged to the client. After the payment is made, we will reschedule the clients visit to complete the cleaning service.

 If you ask us to wait:

Up to 30 minutes: There will be a $50 delay fee

Up to 40 minutes: There will be a $60 delay fee

After 40 minutes, the appointment is marked as missed. and a $100 visit fee will be charged to the client. After the payment is made, we will reschedule the clients visit to complete the cleaning service.

Client Expectations and Service Satisfaction Policy

Mentha Clean is committed to providing high-quality, detail-oriented cleaning services delivered with care, consistency, and professionalism. However, we recognize that the concept of “perfect” cleaning is inherently subjective.

We work in good faith and aim to meet or exceed reasonable expectations, but clients must understand that even the best professional service may not align with personal visions of perfection. Differences in perception are not valid grounds for withholding payment. Additionally, some surfaces, materials, or stains may be irreparably aged or damaged, and further cleaning may not yield improved results.

Clients are encouraged to voice specific requests or concerns in advance so our team can accommodate them whenever possible. Our cleaners give their best effort during every visit and perform their duties in accordance with industry standards. All services must be paid for in full upon completion.

Payment Terms, Cancellations, and Rescheduling

All payments are due in full upon completion of service unless otherwise agreed upon in writing. Clients who do not remit payment within 48 hours may incur a $25 late fee.

Cancellation Policy:

Cancellations made with less than 24 hours’ notice will incur a $50 cancellation fee.

No-shows, no communication or lockouts will be charged at full price.

Rescheduling: Clients must provide at least 24 hours’ notice for rescheduling to avoid penalties. Mentha Clean reserves the right to reschedule services due to staff availability, weather, or other operational conditions.

Jurisdiction, Policy Updates & Client Acknowledgment

This policy is governed by the laws of the State of California. Mentha Clean reserves the right to update or modify this policy at any time. The latest version will always be posted at: https://menthaclean.com/terms-of-use/

Version Control: This policy document supersedes all prior versions.

Client Acknowledgment: By booking service with Mentha Clean, you acknowledge that you have read, understood, and agreed to these terms. For online bookings, a checkbox confirming acknowledgment will appear prior to submission.

Thank you for choosing Mentha Clean. We look forward to serving you with excellence.