Terms and conditions
Please review the standard terms and operating policies for Serenova Cleaning Services LLC. We are committed to complete transparency, reliable communication, and delivering professional cleaning services across Fort Myers and Naples, Florida.
Frequently asked policy questions
Clear expectations ensure a smooth cleaning experience. Here are detailed explanations of our satisfaction guarantee, payment guidelines, property preparation standards, and liability policies.
What is the satisfaction guarantee policy?
Serenova Cleaning Services LLC is committed to providing services in a professional manner consistent with Florida industry standards. Clients must report any service quality issues within twenty-four (24) hours of job completion. Upon timely notice, we provide a one-time re-clean strictly for the identified areas. The guarantee does not cover pre-existing damage, structural wear, or issues arising from client-provided products.
What happens if an item is accidentally damaged?
Our team exercises reasonable care, but should accidental damage occur, we will promptly notify you with photos and written documentation. Serenova assesses whether damage stemmed from direct personnel action or pre-existing instability, wear, or improper installation. If personnel caused the damage, Serenova may repair, replace, or provide reasonable reimbursement, or file an insurance claim at its discretion.
What are the cancellation and rescheduling rules?
We request advance notice if you need to adjust your scheduled appointment. Timely notification allows our scheduling team to reassign crew members effectively. Late cancellations or failure to grant entry at the appointed time may incur administrative rescheduling fees or standard cancellation charges.
When is payment due and what methods are accepted?
1. Payment Terms
Payment is due upon receipt of this invoice unless otherwise agreed in writing. Failure to remit payment may result in late fees, service suspension, or additional collection actions. Client agrees to cover any costs associated with collection efforts, including administrative fees.
2. Scope of Work
Services will be performed according to the agreed‑upon scope outlined in the service order or estimate. Any tasks requested outside the original scope will be billed as additional services at Serenova Cleaning Services’ standard rates.
3. Cancellations & Rescheduling
Cancellations or rescheduling must be requested at least 24 hours prior to the scheduled service time. Same‑day cancellations or failure to provide access to the property may result in a cancellation fee up to the full service amount.
4. Access to Property
Client is responsible for ensuring access to the property at the scheduled time. If access is not provided, Serenova Cleaning Services reserves the right to charge a lock‑out or missed appointment fee.
5. Satisfaction & Service Issues
Any concerns regarding completed services must be reported within 24 hours of service completion. Serenova Cleaning Services will return to address the issue at no additional cost. Failure to report issues within this timeframe constitutes acceptance of the service as completed.
6. Liability & Damages
Serenova Cleaning Services maintains liability insurance. However, we are not responsible for pre‑existing damage, normal wear and tear, items that are fragile, improperly installed, unstable, or not designed to be cleaned. Client agrees to secure valuables and fragile items prior to service.
7. Health & Safety
Serenova Cleaning Services reserves the right to refuse service in environments that pose health or safety risks to staff, including but not limited to hazardous conditions, infestations, or aggressive animals.
8. Refund Policy
Refunds are not provided for completed services. Corrections or re‑cleaning may be offered when applicable and at the discretion of Serenova Cleaning Services.
9. Payment Methods
Payments may be made via ACH, credit/debit card, or digital payment methods supported by Zoho Payments. Client agrees that any chargebacks or payment disputes initiated without valid cause may result in additional fees.
10. Governing Law
These terms and conditions are governed by the laws of the State of Florida. Any disputes arising from services or payments shall be resolved in the appropriate jurisdiction within Florida.
How should I prepare my property before the cleaners arrive?
Clients must secure or remove fragile, valuable, or sentimental items prior to arrival, as Serenova is not liable for unsecured items. Please disclose any known defects or surface vulnerabilities beforehand, and ensure safe, unobstructed access to the property along with running water and power.
Are cleaning supplies and equipment provided?
Our professional crew arrives equipped with standard high-quality cleaning supplies and equipment. If you prefer or request the use of your own specialized products or equipment, please note that any performance issues or surface reactions stemming from those items fall outside our satisfaction guarantee.
Ready to experience a spotless home?
Now that you know how we protect your home and prioritize your satisfaction, book your visit or request a custom cleaning estimate today.