Terms of service- Residential & Commercial

Welcome to NG Solutions Cleaning!

We are dedicated to providing top-tier, customizable cleaning services for both residential and commercial clients in Broward County, Florida. Our team of trained professionals is committed to delivering exceptional cleanliness and customer satisfaction, ensuring that your spaces are maintained to the highest standards.

Company Values and Training Standards

At NG Solutions Cleaning, we are driven by a set of core values that guide our approach to delivering exceptional service. We are committed to fostering a culture of trust, quality, and professionalism through our dedicated team and rigorous training standards.

1. Company Values

Integrity:
We uphold honesty and transparency in all interactions with clients and employees. Our commitment to ethical practices ensures that we build long-lasting, trust-based relationships with our customers.
Quality:
We take pride in delivering the highest standard of service, using effective methods, top-tier products, and modern equipment. Our attention to detail and dedication to quality is evident in every cleaning task we perform.
Customer Satisfaction:
Our clients’ happiness is our priority. We consistently strive to meet and exceed expectations, ensuring that every home or business we service is left spotless. Our 100% satisfaction guarantee reflects this commitment.
Environmental Responsibility:
We are mindful of our environmental impact and strive to use eco-friendly products and sustainable practices wherever possible. By minimizing the use of harsh chemicals, we promote a healthier environment for both our clients and the planet.
Teamwork and Growth:
Our employees are our most valuable asset. We believe in creating a supportive, positive work environment that encourages teamwork, personal development, and continuous learning.

2. Training Standards

To ensure that we consistently meet our high standards of service, NG Solutions Cleaning invests in comprehensive training for all employees. This training ensures our team is equipped to handle a wide variety of cleaning tasks with professionalism and care.

Initial Training:
All new employees undergo extensive training upon joining NG Solutions Cleaning. This includes both theoretical and practical instruction on:
- Proper cleaning techniques for different surfaces and materials.
  Safe handling and application of cleaning products.
- Use of equipment and tools, including vacuums, mops, and specialized cleaning systems.
- Adherence to company policies, safety guidelines, and industry standards.
Ongoing Development:
We believe in continuous improvement and provide ongoing training to ensure our employees stay up-to-date with the latest cleaning methods, safety protocols, and eco-friendly practices. This includes regular workshops, certifications, and hands-on skill-building exercises.
Customer Service Training:
In addition to technical skills, our employees are trained in customer service best practices to ensure positive client interactions. This includes:
- Effective communication skills.
- Understanding and addressing client needs.
- Problem-solving and handling complaints professionally.
Safety and Compliance:
Safety is a top priority at NG Solutions Cleaning. We ensure that all employees are trained in the proper use of cleaning products and equipment to avoid accidents or damage. Employees are also instructed on workplace safety standards, including:
- Wearing appropriate personal protective equipment (PPE).
- Identifying and mitigating potential hazards.
- Following health and safety protocols for both residential and commercial cleaning environments.

3. Employee Certifications and Accountability

Certification Programs:
We encourage employees to pursue certifications in specialized areas such as carpet cleaning, window cleaning, and eco-friendly cleaning practices. Certified employees are recognized within the company for their advanced skills and dedication.
Performance Reviews and Accountability:
To maintain our high standards, we conduct regular performance reviews for all team members. We measure employee performance based on quality of work, adherence to company standards, client feedback, and their commitment to continued learning.

4. Commitment to Ethical Hiring Practices

At NG Solutions Cleaning, we are dedicated to fostering a diverse and inclusive workforce. We follow ethical hiring practices and ensure all employees pass thorough background checks. Our goal is to create a professional, respectful environment where every team member has the opportunity to grow and excel.

Through our dedication to company values and rigorous training standards, NG Solutions Cleaning delivers reliable, high-quality services to our clients. By prioritizing both customer satisfaction and employee development, we ensure that our team is prepared to meet the unique needs of every client we serve.

1. Scope of Services and Products

- Product Information
- Services Provided
  1. General Cleaning Services
  2. Customizable Cleaning Packages

2. Service Conditions

- Personnel
- Products and Equipment
- Client-Supplied Products (If Applicable)

3. Client Responsibilities

- Access to Property
- Preparation of Cleaning Areas
- Utility Access
- Notification of Special Conditions
- Securing Property Post-Cleaning
- Timely Communication

4. Pet Policy

5. Scheduling and Appointments Policy

- Booking Appointments
- Business Hours
- Appointment Confirmation and Reminders
- Recurring Appointments
- Communication and Response Times
- Changes to Scheduled Appointments

6. Window Time and ETA Policies

- Two-Hour Window Policy
- Estimated Time of Arrival (ETA) Notifications
- Delays Beyond the Window Time

7. Cancellations

- Cancellation Notice
- Late Cancellation
- Unconfirmed Appointment
- Same-Day Cancellations
- Cancellation of Recurring Appointments

8. No-Show and Lockout Policy

9. Emergency Cancellations

10. Prices and Payment Terms

- Prices for our services
- Payment Upon Completion
- Accepted Payment Methods
- Recurring Clients & Monthly Billing
- Late Payments and Outstanding Balances
- Returned Payments
- Deposits and Prepayments
- Cancellation Fees and Refund Policies

11. Prepayment Policy and Short-Term Prepaid Plan

12. Special Requests

- Submission and Advance Notice
- Additional Charges and Payment Terms
- Modifications and Cancellations

13. Termination of Services

14. Liability and Insurance Policy

- Liability Limitations
- Breakage and Accidental Damage
- Surface Damage and High-Risk Areas
- Insurance Coverage
- Claims Process

15. Health and Safety Policy

- Pre-existing Health Conditions Disclosure
- Smoking Policy and Service Termination

16. Security Measures

- Employee Screening and Training
- Secure Entry Procedures
- Handling Client Property

17. Non-Solicitation Agreement

- Non-Solicitation of Employees
- Training and Investment Fee for Breach

18. Privacy and Confidentiality

- Photos and Media: Photography
- Client Privacy and Confidentiality

19. Service Guarantees

- 100% Satisfaction Guarantee
- Re-cleaning and Non-Refundable Policy

20. Non Refundable Policy

21. Changes to the Terms of Use and Site

22. Content in the Site

23. Limited License; Intellectual Property Rights

24. Links to Third-Parties’ Websites

25. Dispute Resolutions

26. Communication

27. Entire Agreement

28. Acknowledgment and Acceptance

29. Last Updated Date

Introduction

These Terms of Use and Service, together with the NG Solutions Cleaning Privacy Policy (“Privacy Policy”) available at “www.ngsolutionsproducts.com” and the rules, policies, terms and conditions set forth in, referred to and/or linked herein, all of which are incorporated herein by reference, are, collectively, the “Agreement”.

This Terms of Use and Service document outlines the agreement between you (“the client”) and NG SOLUTION JANITORIAL, INC., DBA NG SOLUTIONS CLEANING ("we," "us," or "our"). It is designed to ensure transparency, protect both parties, and set clear expectations for a successful and satisfying service experience; and governs your use of our services and platform that facilitates communications between Users offered through our website “www.ngsolutionsproducts.com” and/or related mobile applications as it may be modified, relocated and/or redirected from time to time (the “Site”).

Please read these Terms of Use and Service carefully before you start to use the Site and scheduling our services. By accessing or using any aspect of the Site, or by clicking to accept or agree to these Terms of Use when this option is made available to you, you accept and agree that you have read, understood, and agreed to be bound and abide by these Terms of Use and Service; and our Privacy Policy. If you do not agree to this Agreement, you may not access, use, order or receive our products made available through the Site.

By using the Site, you represent and warrant that: (i) you are at least 18 years old, are at least of the legally required age in the jurisdiction in which you reside, and are otherwise capable of entering into binding contracts; and (ii) you have the right, authority and capacity to enter into this Agreement and to abide by the terms and conditions of this Agreement, and that you will so abide. If you are entering into this Agreement on behalf of a company or other organization, you represent and warrant that you have authority to act on behalf of that entity and to bind that entity to this Agreement.

We reserve the right to change these Terms of Use and Service at any time in their sole discretion. Whenever these Terms of Use and Service change, we will provide notice through the Site by uploading a Last Updated version of the Terms of Use and Service. By continuing to access or ordering though the Site, you confirm your acceptance of the revised Terms of Use and Service.

Terms of Use and Service

By accessing or using our services, you agree to comply with and be bound by these Terms of Service.

1. Scope of Services and Products

1.A. Product Information. Prices, descriptions, images, references, features, content, specifications and availability of products are subject to change without notice. Certain weights, measures, and other descriptions are approximate and are provided for convenience purposes only. The inclusion of any products or services on the Site does not imply or warrant that these products or services will be available. It is your responsibility to ascertain and obey all applicable local, state, federal, and international laws (including minimum age requirements) in regard to the receipt, possession, use, and sale of any item purchased from this Site. By placing an order, you represent that the products ordered will be used only in a lawful manner. Errors may be corrected when discovered, and NG SOLUTIONS CLEANING reserves the right to revoke any stated offer in order to correct any errors or inaccuracies. Although NG SOLUTIONS CLEANING has made every effort to display our products as accurately as possible, the displayed colors, specifications and sizes of the products depend upon the monitor of the user, and NG SOLUTIONS CLEANING cannot guarantee that the user's monitor will accurately portray the actual features of the products. Products displayed may be out-of-stock or discontinued, and prices are subject to change. NG SOLUTIONS CLEANING is not responsible for typographical errors regarding price or any other matter. NG SOLUTIONS CLEANING’s products are not intended to diagnose, treat, cure, or prevent any disease.

1.B. Services Provided. NG SOLUTIONS CLEANING offers professional house and office cleaning services tailored to meet the individual needs of each client in Broward County, Florida. We provide thorough and customizable cleaning solutions for residences and businesses, ensuring that every service aligns with your specific preferences and requirements. Our trained and experienced personnel use high-quality products to deliver exceptional results.

i. General Cleaning Services. Our offerings include, but are not limited to:

1. 1. Regular Cleaning: Ideal for maintaining a clean and comfortable environment on a consistent basis—weekly, bi-weekly, monthly, or as needed.
  2. Deep Cleaning: A comprehensive service focusing on areas that require extra attention beyond regular cleaning.
  3. Move-In/Move-Out Cleaning: Specialized cleaning to prepare a property for new occupants or to leave it in pristine condition upon departure.
  4. Post-Construction Cleaning: Expert cleaning for newly renovated or constructed spaces, removing dust and debris to make the area ready for use.
  5. Window Cleaning: Professional cleaning of interior windows, with exterior window cleaning available upon request.
  6. Carpet Cleaning: Advanced carpet cleaning services to eliminate dirt, stains, and odors, revitalizing your carpets.

ii. Customizable Cleaning Packages. We understand that every client has unique needs. That's why we offer customizable cleaning packages based on your preferences:

1. 1. Service Focus: Choose specific areas or tasks you want us to prioritize, such as kitchens, bathrooms, or office spaces.
  2. Add-On Services: Enhance your cleaning package with optional tasks like oven cleaning, refrigerator cleaning, laundry services, or organizing closets.
  3. Frequency of Service: Select the frequency that best suits your schedule—weekly, bi-weekly, monthly, or one-time cleanings.
  4. Quote Agreement. All the specific services to be performed are detailed in the personalized quote we provide to you. This quote serves as the legal agreement and contract for the job, outlining exactly what services will be rendered. Since every home and client is different, we tailor each service to your exact needs, and we adhere strictly to the services specified in the quote.
  5. For properties that have not been cleaned by us within the last 45 days, services will be charged at an hourly rate per person. This ensures that we allocate adequate time and resources to meet the cleaning requirements of your space.

2. Service Conditions. To ensure consistency, safety, and client satisfaction, the following conditions apply to all our services:

2.A. Personnel Professional Staff: Our team consists of trained and experienced professionals committed to delivering exceptional service.

1. Identification and Uniforms: Team members wear company uniforms for transparency and security while on your property.
2. Background Checks and Training: All staff undergo thorough background checks and receive ongoing training to uphold our high standards of professionalism and safety.

2. B. Products and Equipment.

1. Quality Products: We use high-quality, professional-grade cleaning products that are safe for your home or office.
2. Environmentally Friendly Options: Whenever possible, we opt for environmentally friendly products to reduce environmental impact and ensure safety in areas frequented by pets and children.

2. C. Client-Supplied Products. If you prefer us to use specific cleaning products or equipment that you provide, please be aware of the following:

1. Usage Policy: You must ensure that these products are safe, appropriate for the surfaces or tasks involved, and used according to manufacturer instructions.
2. Inspection Rights: We reserve the right to inspect any client-supplied products to determine their suitability and safety.
3. Right to Refuse: We may refuse to use any product deemed unsafe, ineffective, or inappropriate for the surfaces to be cleaned or the tasks to be performed.
4. Assumption of Risk: The use of client-supplied products is at your own risk. NG Solutions Cleaning is not liable for any damage, injury, or diminished cleaning results caused by their use.
5. Recommendation: We recommend providing products that have been tested on the surfaces to be cleaned and are suitable for professional use.

3. Client Responsibilities. To help us provide the best possible service, we kindly ask that clients fulfill the following responsibilities:

3. A. Access to Property:

1. Ensure that our team has access to your property at the scheduled time. This may include providing keys, access codes, or arranging for someone to be present to let us in.
2. Inform us in advance of any security systems or special access instructions.
3. Ensure that your property is accessible within the scheduled two-hour window to avoid any delays in service. We will make every effort to communicate any significant changes to the schedule, keeping you informed.

3. B. Preparation of Cleaning Areas:

1. Secure Valuables and Fragile Items: Remove or secure any fragile, high-value, or sentimental items before the cleaning service begins.
2. Declutter Surfaces and Floors: Clear personal items, clutter, and obstacles from surfaces and floors to be cleaned. This allows our team to clean more efficiently and thoroughly.
3. Pet Safety: Secure pets in a safe area to prevent them from interfering with the cleaning process or accidentally escaping.

3. C. Utilities Access: Ensure that all necessary utilities, such as electricity and water, are available during the scheduled cleaning time.

3. D. Notification of Special Conditions:

1. Notify us of any specific cleaning requests or areas that require special attention.
2. Pre-existing Damage Disclosure: Inform us of any pre-existing damage, delicate areas, or items that require special attention. This helps prevent accidental damage and allows us to tailor our services accordingly.
3. Allergies and Sensitivities: Notify us of any allergies or sensitivities to cleaning products so we can make appropriate accommodations.

3. E. Securing Property Post-Cleaning: If the client is not present during the cleaning appointment, NG Solutions Cleaning will ensure that all doors, windows, and access points are securely locked after the completion of the service. This measure is taken to guarantee the safety and security of your home or business.

3. F. Timely Communication:

1. Provide any special instructions or changes to your service at least 48 hours before your scheduled appointment.
2. Notify us promptly if there are any changes that could affect the cleaning service, such as renovations, maintenance work, or changes in access.
3. Failure to fulfill these client responsibilities may impact the quality and efficiency of our service. In some cases, it may result in additional charges or the need to reschedule your appointment.
4. Ensure that your contact information is up to date so that you receive appointment reminders.
5. Clients will receive a reminder via email 48 hours and text messages 24 hours before the scheduled appointment. It is the client’s responsibility to ensure that the appointment details are correct and to confirm access to the property. Failure to confirm may result in the removal of the appointment from the schedule.
6. Any special cleaning requests or changes to the service must be communicated to NG Solutions Cleaning at least 48 hours before the scheduled appointment. Requests made within 48 hours may not be accommodated, and the service will be performed according to the original service agreement.

4. Pet Policy. NG Solutions Cleaning, appreciates the customer’s pets as an important part of the household. To ensure the safety of our staff and to maintain the quality of our services, we have implemented the following Pet Policy:

4.A. Securing Pets:

All pets must be secured in a designated area such as a cage, a separate room, or outside while our team is performing cleaning services. This ensures that our staff can work efficiently without interruption and that your pets remain safe during the process.

4. B. No Disruption to Work:

Pets should not disrupt the cleaning process. If pets are roaming freely or causing distractions during the service, it may impact the efficiency and quality of the cleaning. We kindly ask that you secure them before our team arrives.

4. C. Pet Waste and Litter Boxes:

Our cleaning team is not responsible for cleaning up pet waste, litter boxes, or any areas contaminated by animal waste. Please ensure these areas are attended to prior to our service.

4. D. Responsibility for Pet Behavior:

While we will ensure that all doors and exits are properly closed, it is the client’s responsibility to secure their pets to avoid any potential accidents or escapes. NG Solutions Cleaning cannot be held liable for pets that may get loose or cause damage during the cleaning.

4. E. Non-Liability for Pet-Related Issues:

NG Solutions Cleaning is not liable for injuries, accidents, or damages that occur as a result of pets during the cleaning process. Clients are responsible for any incidents involving their pets.

4. F. Advance Notice of Pets:

Please notify us in advance if there are pets in the home, so we can take any necessary precautions. If your pet has special requirements, we are happy to accommodate where possible, but prior notice is necessary.

5. Scheduling Appointments Policy. At NG Solutions Cleaning, we strive to make scheduling and managing your cleaning appointments as seamless as possible. To ensure an efficient process and availability for all clients, please adhere to the following terms regarding scheduling, confirmations, cancellations, and rescheduling.

5. A. Booking Appointments. Clients can schedule cleaning appointments through the following methods:

1. Online: Via our website or client hub, available 24/7 for your convenience.
2. Email, Text Message, or WhatsApp: You can send us a message at any time.
3. Phone: By calling our office during business hours. Phone calls are only answered during business hours.

5. B. Business Hours. All communications will be answered during business hours. Our business hours are Monday to Friday, from 8:00 AM to 5:00 PM. Communications received outside of these hours will be addressed on the next business day.

5. C. Appointment Confirmation and Reminders.

1. Client Confirmation Required
  1. Appointment Confirmation: All appointments must be confirmed by the client. We will send you a confirmation message via email or through the client portal.
  2. Unconfirmed Appointments: If an appointment remains unconfirmed, we will send a reminder email requesting confirmation. Failure to confirm may result in the appointment being rescheduled or canceled.
2. Appointment Reminders: To ensure you are prepared for your scheduled service, we provide the following reminders:
  1. 48 Hours Before Appointment: We will send an email reminder to confirm your upcoming appointment.
  2. 24 Hours Before Appointment: We will send a text message reminder to your provided mobile number.
3. Standing Confirmation Options:
  1. Option for Automatic Confirmation: If you prefer not to confirm each appointment individually, you may provide us with a written statement (via email or signed document) indicating that all future appointments are considered confirmed unless you notify us otherwise.
  2. Assumed Confirmation: Once we receive your written consent for automatic confirmation, we will assume all scheduled appointments are confirmed. You will not need to respond to each reminder.
  3. Continued Reminders: We will still send appointment reminders 48 hours before via email and 24 hours before via text message for your convenience. These reminders are to keep you informed and do not require a response unless you need to modify or cancel the appointment.

5. D. Recurring Appointments

1. Automatic Scheduling: For regular clients, appointments can be scheduled on a recurring basis (e.g., weekly, bi-weekly, monthly).
2. Confirmation of Recurring Appointments: If you have provided written consent for automatic confirmation, we will assume all recurring appointments are confirmed unless you notify us of any changes.
3. Modifications or Cancellations: Clients must inform us of any modifications or cancellations to recurring appointments within the notice period (see Cancellation Policy below).

5. E. Communication and Response Times. We aim to provide flexibility and convenience for clients who prefer not to confirm each appointment individually. Your written consent allows us to streamline the scheduling process while ensuring you remain informed about your upcoming appointments.

1. Response to Communications: While you can reach out to us via email, text, or WhatsApp at any time, our team will respond to your messages during business hours (Monday to Friday, 8:00 AM to 5:00 PM).
2. Urgent Inquiries: Urgent inquiries received outside of business hours will be addressed on the next business day.
3. Even if you opt for automatic confirmation, it is crucial to notify us as soon as possible if you need to modify or cancel an appointment to avoid any cancellation fees or scheduling conflicts

5. F. Changes to Scheduled Appointments: We understand that schedules may change, and we strive to accommodate appointment changes whenever possible. However, to ensure fairness and availability for all clients, the following conditions apply:

1. Rescheduling Notice: If you need to reschedule your appointment, we request that you provide at least 24 hours' notice before the scheduled service.
2. Availability: Rescheduling requests made within 24 hours of the appointment may be subject to availability, and we cannot guarantee an alternative time slot on short notice.
3. Staffing Considerations: If the rescheduled time cannot be accommodated due to staffing or availability issues, NG Solutions Cleaning will work with you to find the next available time slot.
4. Team Availability: Please note that while we will strive to provide consistent service, we cannot guarantee the same cleaning team for rescheduled appointments. Team assignments are based on availability at the time of rescheduling.

6. Window Time and ETA Policies. At NG Solutions Cleaning, we strive to be punctual and respect your time. However, due to the nature of our scheduling and service demands, we operate within a window time policy to allow for flexibility while ensuring efficient service delivery.

6. A. Two-Hour Window: To ensure flexibility in our scheduling and accommodate unforeseen circumstances such as traffic, cancellations, or delays, NG Solutions Cleaning operates with a two-hour arrival window. This means our team may arrive up to two hours before or after your scheduled appointment time. If a team becomes available earlier due to a cancellation or rescheduling, we may contact you to confirm whether an earlier arrival is acceptable. This window allows us to provide the most efficient and timely service possible while managing our daily schedules effectively.

6. B. Early Arrival Option: In cases where an earlier arrival is possible due to cancellations or adjustments to our schedule, we may contact you to confirm if an earlier appointment is convenient. If you're available, our team will proceed as discussed.

6. C. Client Responsibility: We ask that you ensure your property is accessible within this two-hour window to avoid any delays in service. We will do our best to communicate any significant schedule changes, so you remain informed.

6. D. ETA Policies: At NG Solutions Cleaning, we recognize the importance of accurate timing for our clients. We strive to keep you informed of your cleaning team’s arrival and ensure that you are aware of any potential delays or early arrivals. Below are our ETA (Estimated Time of Arrival) policies:

1. Estimated Time of Arrival (ETA) Notifications
  1. Initial ETA: Upon scheduling, we will provide you with an estimated time of arrival for your cleaning team. This time is based on our current schedules and expectations for the day.
  2. ETA Updates: If there are significant changes to your scheduled ETA, you will be notified via call or text as soon as possible. This includes any delays or unexpected changes.
2. Two-Hour Window Policy: As outlined in our Window Time policy, our team operates within a two-hour window before or after your scheduled appointment time to account for unpredictable circumstances such as traffic or extended cleaning times on prior jobs.
3. Early Arrival: If our team is able to arrive earlier than scheduled due to cancellations or efficient scheduling, we will contact you to confirm if an early arrival works for you. If not, we will stick to the original scheduled time within the two-hour window.
4. Client Communication Responsibility
  1. Contact Information: It is the client’s responsibility to provide correct contact information to ensure they receive ETA updates. Please ensure your phone number and email are up to date.
  2. Availability: You should be available to receive any communications about updates to your appointment time, including early arrivals or delays. If we are unable to contact you, we will proceed according to the original schedule within the provided window.
5. Delays Beyond the Window Time: In rare situations where unforeseen delays cause arrival to go beyond the two-hour window, we will notify you as soon as possible with an updated ETA. If this new time is inconvenient, we will work with you to either reschedule or offer a discount based on management’s discretion.

7. Cancellation Policy. To avoid disruptions and ensure the efficient scheduling of our cleaning teams, NG Solutions Cleaning has implemented the following cancellation policy:

7. A. Standard Cancellation Notice: Clients must notify us by 5:00 PM the day before their scheduled appointment to cancel without incurring a fee. To assist with this, we send an email reminder 48 hours in advance and a text message reminder 24 hours prior to your appointment, allowing you to make any necessary cancellations or changes.

7. B. Late Cancellations: Cancellations made after 5:00 PM the day before your appointment will incur a fee equal to 50% of the total service cost. This policy applies regardless of whether the appointment has been confirmed.

7. C. Same-Day Cancellations: Cancellations made less than 12 hours before your scheduled appointment will incur a fee equal to 75% of the total service cost.

7. D. Unconfirmed Appointments: If an appointment is not confirmed following the reminders, the appointment will be removed from the schedule, and no further action will be required from the client.

7. E. Cancellation of Recurring Appointments: For clients with recurring appointments, if more than two appointments are canceled with less than 24 hours' notice within a 60-day period, NG Solutions Cleaning reserves the right to temporarily suspend the recurring service and require prepayment for future appointments to secure your scheduling.

7. F. Guarantee for Recurring Clients: For clients with recurring services, we guarantee the same day, time, and cleaning team for appointments as long as the service continues uninterrupted within a 60-day period. If the service is paused for more than 60 days, future appointments will be scheduled based on availability, including the cleaning team.

7. G. We reserve the right to reschedule or cancel services due to unforeseen circumstances.

7. H. Cancellations or modifications are made before the 5:00 PM deadline to avoid any fees.

8. No-Show and Lockout Policy. If NG Solutions Cleaning is unable to access your home or office at the scheduled time due to reasons such as locked doors, absence of a key, or client unavailability, the following terms will apply:

8. A. Lockout Fee: A $100 lockout fee will be charged if our team cannot access the property at the scheduled time and no prior arrangements have been made for entry (e.g., hidden key, access code, or permission to enter without the client present).

8. B. Clear Entry Instructions: To avoid this fee, clients are encouraged to provide clear and accurate entry instructions before the scheduled appointment. This includes ensuring that any necessary keys, codes, or permissions are in place so that our team can access the property.

8. C. Client Responsibility: It is the client’s responsibility to ensure the property is accessible at the scheduled time. If NG Solutions Cleaning is unable to perform the service due to lack of access, the lockout fee will be charged in addition to any applicable cancellation fees, as per our Cancellations Policy.

8. D. Grace Period: Our team will wait for up to 30 minutes if access is not immediately available at the scheduled time. After this grace period, the lockout fee will apply, or any wait time will be deducted from the overall cleaning service duration.

8. E. Community Access Wait Time: If our team encounters delays entering a gated community or waiting for permission to access the property, this waiting time will also be subtracted from the total service time.

8. F. Key and Access Code Security: Any keys or access codes provided to NG Solutions Cleaning are securely managed and only used on the day of service. We prioritize the safety and privacy of your property, ensuring that this information is kept confidential and handled with the utmost care.

8. G. By ensuring clear access to your property, we can deliver our services as scheduled and avoid unnecessary fees. If you anticipate any issues with access, please notify us as early as possible so alternative arrangements can be made.

9. Emergency Cancellations. In cases of sudden illness, accidents, or other emergencies that occur within 24 hours of the scheduled appointment, the client should notify NG Solutions Cleaning immediately. We will assess the situation and, at our discretion, may waive the cancellation fee.

10. Prices and Payment Terms. At NG Solutions Cleaning, we aim to provide transparency and flexibility when it comes to payment for our services. Users may be charged pursuant to the rates quoted via the NG SOLUTIONS CLEANING Site to the purchase of Products. NG SOLUTIONS CLEANING has the authority and reserves the right to determine and modify pricing by posting revised applicable Prices through the Site or by applying advertised sales or promotional discounts to the posted Products, which will be disclosed to you prior to your submission or acceptance of Product purchase. You are responsible for reviewing the applicable Prices prior to the submission or acceptance of Product purchase. As a User, you shall be responsible for all incurred Prices charged under your User account regardless of your awareness of such Prices or the amounts thereof.

The following payment terms outline the expectations for when and how payments should be made, as well as the policies regarding late payments, returned payments, deposits, and service pricing adjustments.

10. A. Prices for our services will be provided upon request or during the booking process.

10. B. Payment Upon Completion. All cleaning services must be paid in full upon completion unless other written arrangements have been made, such as monthly billing for recurring clients. The client must make timely payments and communicate with us if there are any concerns or issues regarding payment.

10. C. Accepted Payment Methods: NG Solutions Cleaning accepts the following payment methods:

1. Credit Cards: We accept all major credit cards, including Visa, MasterCard, and American Express.
2. ACH Transfers: Automated bank transfers (ACH) can be set up for convenient, recurring payments.
3. Automatic Payment: Clients may opt for automatic billing, which can be processed after each residential cleaning service appointment or at the beginning of the month for recurring commercial cleaning services.
4. Check payments are not accepted

10. D. Recurring Clients, Monthly Billing (Commercial): Recurring clients ought to for monthly billing. In this case, invoices will be issued at the beginning of each month, with payment due within 10 days of the invoice date, unless otherwise agreed upon in writing.

10. E. Prepayment Requirements: In certain situations, NG Solutions Cleaning may require prepayment for services, particularly if a client has had a history of late or missed payments.

10. F. Price Adjustments: Service Rate Increases: NG Solutions Cleaning reserves the right to increase service rates. Clients will be provided with at least 30 days' notice before any rate changes take effect. The new rates will apply to services scheduled after the effective date of the increase.

10. G. Promotions. NG Solutions Cleaning, at its sole discretion, may offer promotions with different features to any of our Users or prospective Users. These promotions, unless made to you, shall have no bearing whatsoever on your Agreement or relationship with NG Solutions Cleaning. You are not required to participate in promotions.

10. H. Changes in Service Scope or Property Condition: If the size or condition of the property changes significantly, the service price may be adjusted. Clients will be notified of any pricing adjustments before the next scheduled appointment.

10. I. Late Payments and Service Suspension: If payment is not received by the agreed-upon due date, a late fee of $65.00 will be applied to the outstanding balance. NG Solutions Cleaning reserves the right to withhold future appointments until the overdue balance is paid in full. Clients will be notified of this suspension, and services will resume once the account is settled.

10. J. Returned Payments:

1. Insufficient Funds Fee: Any payment returned due to insufficient funds will incur a fee of $65.00. The client must settle the outstanding balance and pay any associated fees before scheduling the next appointment.
2. Resolution of Returned Payments: All issues related to returned payments must be resolved promptly. Unresolved payment issues may result in postponed or canceled services

10. K. Deposits

1. Deposit Requirement: For new clients or large-scale services (e.g., deep cleaning, post-construction cleaning), NG Solutions Cleaning may require a 50% deposit to secure the appointment. The remaining balance will be due upon completion of the service.
2. No Refund Policy for Deposits: Deposits are non-refundable. However, if a cancellation is made with more than 48 hours' notice, the deposit can be credited toward a future service or transferable to another account. Cancellations made within 48 hours of the appointment will result in the forfeiture of the deposit.

10. L. Cancellation Fees

1. Cancellation After 5:00 PM on the Day Before Service: A cancellation fee of 50% of the total service cost will be applied if the service is canceled after 5:00 PM on the day prior to the scheduled appointment.
2. Same-Day Cancellations: Cancellations made within 12 hours of the appointment will incur a cancellation fee of 75% of the total service cost.

11. Prepayment Policy and Short-Term Prepaid Plan. At NG Solutions Cleaning, we offer a range of payment options designed to benefit our clients, ensuring convenience, savings, and flexibility. While prepayment may be required in some cases, we also offer opportunities for clients to take advantage of discounts through prepaid service packages.

11. A. Prepayment Policy: Prepaid services are non-refundable and must be completed within the scheduled timeframe.

11. B. Short Term Prepaid Plan: For clients looking to save on regular cleaning services, NG Solutions Cleaning offers a Short-Term Prepaid Plan. By paying in advance, clients can enjoy discounted rates and even complimentary cleanings. If you prepay for a full month of services, you'll receive a 10% discount on your total payment. To qualify, please ensure that your payment is received in our office by the 1st of the month. Please note that discounts do not apply to payments made or received after the 1st.

11. C. Prepaid Service Packages: Clients may also choose to prepay for a specified number of services and receive additional cleanings free of charge:

1. Prepay for 16 services and receive 3 free cleanings.
2. Prepay for 10 services and receive 2 free cleanings.
3. Prepay for 8 services and receive 1 free cleaning.

11. D. Terms and Conditions for Prepaid Services. This prepaid option provides clients with flexibility while ensuring that services are fulfilled within the planned schedule. By committing to a prepaid plan, clients can enjoy peace of mind and significant savings on their cleaning services

1. Prepaid services are non-refundable. Once payment is made, the services must be scheduled and completed as agreed.
2. Services must be carried out as per the prepayment agreement. In the event that services are skipped or rescheduled at the client's request, the prepaid service will still be counted toward the package and will remain non-refundable.
3. Prepaid plans provide excellent value for clients seeking regular cleaning services and offer significant savings over time.

12. Special Requests. At NG Solutions Cleaning, we understand that clients may have specific needs or preferences beyond our standard service offerings. To accommodate these requests, we offer the option for clients to make special requests. Below are the procedures, conditions, and terms for submitting, reviewing, approving, and fulfilling such requests.

12. A. Submission and Advance Notice:

1. Advance Notice Requirement: Clients must submit any special requests at least 48 hours prior to the scheduled cleaning appointment to allow for adequate planning and resource allocation.
2. Submission Methods: Special requests can be submitted via the following:
3. Phone: Contact our office directly during business hours.
4. Email: Send a request to our customer support team.
5. Client Portal: Use the client hub on our website to submit detailed requests.
6. Request Acknowledgment: NG Solutions Cleaning will acknowledge receipt of the special request within 24 hours and confirm whether the request can be accommodated, depending on availability, timing, and task complexity.
7. Requests Made After the 48-Hour Window: Special requests submitted less than 48 hours before the appointment may not be accommodated due to staffing schedules, time constraints, or resource limitations. In these cases, we will notify the client promptly.

12. B. Types of Special Requests. Special requests may involve additional tasks or customizations not covered under the client's standard cleaning package. Examples include:

1. Deep Cleaning of Specific Areas: Extra attention to particular rooms or spaces such as basements, attics, or garages.
2. Additional Services:
  1. Interior and exterior oven cleaning
  2. Refrigerator cleaning (interior shelves, drawers, etc.)
  3. Cabinet and closet organization
  4. Laundry services (washing, drying, and folding)
3. Post-Event Cleaning: Cleaning after events, parties, or gatherings.
4. Eco-Friendly Cleaning: Requests to use only green, hypoallergenic, or organic cleaning products.
5. Custom Frequency: Changes to the frequency or duration of service visits for a specific period.
6. Client-Supplied Products or Equipment: Use of cleaning products or equipment provided by the client (refer to the Client-Supplied Products Disclaimer section for liability details).

12. C. Review and Feasibility Assessment. All special requests will be reviewed to determine feasibility based on the following factors:

1. Time and Labor: Whether the task can be completed within the scheduled time frame, or if additional time will be required.
2. Staff Availability: Whether trained personnel are available to perform the requested service, especially for specialized tasks such as deep cleaning or post-event cleaning.
3. Equipment and Supplies: Whether additional equipment or cleaning products are necessary and available.
4. Non-Feasible Requests: If a special request is deemed non-feasible due to time, resources, or staffing limitations, we will notify the client and suggest alternative options, such as rescheduling or adjusting the request's scope.

12. D. Approval and Written Confirmation

1. Written Confirmation Requirement: All special requests must be confirmed in writing by NG Solutions Cleaning before the scheduled service. Clients will receive a confirmation email detailing the request, any service schedule changes, and applicable fees.
2. No Confirmation, No Service: Special requests not confirmed in writing may not be fulfilled on the day of the scheduled cleaning, even if they were verbally requested.

12.E. Additional Charges and Payment Terms. Special requests may result in additional costs beyond the client’s standard cleaning rate.

1. Written Approval. Any additional charges for special requests beyond the standard cleaning rate will be communicated upfront. Written approval from the client will be required before we proceed. Possible charges include:
  1. Extra Labor or Time: For example, a deep clean of an additional room may result in a two-hour extension and will be billed at the hourly rate of $70.00 per hour, per person.
  2. Additional Supplies or Equipment: If specialized cleaning products, machinery, or tools are required (e.g., for post-construction or deep carpet cleaning), an extra charge will be applied to cover these costs.
2. Payment Terms: All additional charges for special requests must be approved in writing and paid in full upon completion of the service. For recurring clients, additional charges will be included in the regular billing cycle unless otherwise agreed upon.

12. F. Time and Labor Constraints

1. Extended Service Times: Some special requests may require more time than originally scheduled. NG Solutions Cleaning will notify the client if the request extends beyond the allocated service window and offer the option to:
  1. Approve additional service time at the agreed hourly rate.
  2. Reschedule the task for a future cleaning appointment.
2. Right to Decline: NG Solutions Cleaning reserves the right to decline special requests that:
  1. Cannot be completed within the original service time.
  2. Require specialized labor or equipment that is not available at the time of service.
  3. Pose health or safety risks to our staff or the property (e.g., hazardous materials, excessive clutter, unsafe work conditions).

12. G. Non-Included Services and Special Exceptions

1. Non-Included Services: Any services not explicitly listed in the client’s standard cleaning package are considered special requests and will be billed accordingly unless otherwise noted in the client’s service agreement.
2. Special Exceptions: Some special requests, such as post-event cleaning or seasonal deep-cleaning sessions (e.g., spring cleaning), may require additional planning. In such cases, NG Solutions Cleaning may need to reschedule or extend the service time to accommodate the request.

12. H. Modifications and Cancellations

1. Modifying Special Requests: Clients may modify special requests up to 24 hours before the scheduled cleaning. Modifications within 24 hours may not be accommodated due to staffing and time constraints.
2. Canceling Special Requests: Special requests canceled with less than 24 hours' notice will incur a fee of up to 50% of the estimated cost of the request, depending on preparation and staffing requirements.

12. I. Last-Minute Requests and Same-Day Modifications

1. Day-of Requests: Special requests made on the day of the cleaning service will be accommodated at NG Solutions Cleaning’s discretion. However, last-minute requests:
  1. May cause delays in the completion of the service or necessitate rescheduling.
  2. Will be subject to additional fees if extra time, labor, or equipment is required.
2. No Guarantee: While NG Solutions Cleaning will strive to fulfill last-minute requests, we cannot guarantee that same-day modifications will be possible. Clients are encouraged to submit requests well in advance to ensure proper planning and resource allocation.

13. Termination of Services. We understand that circumstances can change, and you may need to cancel your recurring cleaning services. To help us process your request efficiently, we kindly ask that you complete the cancellation of service form available on our website or through your client hub. NG Solutions Cleaning does not require a long-term contract, so you may cancel your recurring services at any time. However, please be aware of the following guidelines:

13. A. Residential Service Termination Notice: This agreement may be terminated by either party with a minimum of fifteen (15) days' written notice before the next scheduled appointment. Once we receive your completed cancellation form, we will confirm the termination of services and any applicable fees or refunds. NG Solutions requires that your cancellation become effective after the completion of your next scheduled service within the notice period.

13. B. Commercial Service Termination Notice: For commercial clients, a minimum of thirty (30) days' written notice is required before the next scheduled appointment. Cancellation will become effective after the completion of the next scheduled service within the notice period.

13. C. Reinstatement: If you decide to discontinue service and later wish to reinstate it, your service may be subject to a new rate based on current pricing.

13. D. Acceptance of Terms: By signing the quote sent to you through your client hub, you are accepting the terms and conditions of the services provided by NG Solutions Cleaning. This includes acknowledgment of our cancellation policy and associated fees.

13. E. Points and Rewards: Please note that any loyalty points accumulated on your account are non-transferable and do not carry over if you discontinue and later reinstate services.

13. F. Feedback Request: We highly value your opinion and would appreciate it if you could fill out a brief feedback form upon cancellation. Your feedback helps us improve and continue to offer the best possible service to all our clients.

13. G. NG Solutions Cleaning reserves the right to terminate any service or decline acceptance of any service at our discretion. Each situation will be evaluated on a case-by-case basis to ensure fairness and alignment with our service standards.

14. Liability and Insurance Policy. At NG Solutions Cleaning, we take great care to provide professional, safe, and high-quality cleaning services. However, to ensure transparency and protect both parties, the following terms outline our liability limitations and insurance coverage.

14. A. Liability Limitations: While our staff is trained to provide meticulous care, NG Solutions Cleaning cannot assume liability for certain types of damage. The following limitations apply:

1. Pre-existing Damage: NG Solutions Cleaning is not liable for damages to items, surfaces, or property with pre-existing damage (e.g., scratches, dents, loose fixtures) before the service begins. Clients must inform our team of any pre-existing conditions during the pre-service walkthrough.
2. Wear and Tear: We are not liable for damages due to normal wear and tear on surfaces or items. This includes discoloration, fabric thinning, or structural weakening that naturally occurs over time.
3. Fragile or High-Value Items: NG Solutions Cleaning will not clean or move fragile, high-value, or sentimental items without prior written agreement. Clients must remove or secure such items before the scheduled cleaning. We are not liable for damage to items like glassware, antiques, artwork, collectibles, or electronics unless clear evidence shows our team caused the damage through negligence.
4. Client-Supplied Products: NG Solutions Cleaning is not responsible for any damage caused by client-supplied cleaning products or equipment. Clients assume full responsibility for the appropriateness and safety of these products.

14. B. Breakage and Accidental Damage. Accidents can happen, and if an item is broken or damaged during the cleaning process, the following steps will be taken:

1. Notification: Clients must report any damage to NG Solutions Cleaning within 24 hours of the service to initiate a claim. Failure to report damage within this timeframe may result in the waiver of claims.
2. Inspection and Claims: Upon receiving a damage report, NG Solutions Cleaning will inspect the item and determine the cause of the damage. If it is determined that our team caused the damage, NG Solutions Cleaning will:
  1. Repair the damaged item.
  2. Replace the item with a comparable item of similar value.
  3. Provide compensation up to the verified replacement cost, with a maximum liability of $100 per item. For damages exceeding $100, our insurance will be responsible for the claim.
3. Exceptions:
  1. Damage to insecure items (e.g., artwork, shelving, fixtures not properly secured to walls) will not be covered by NG Solutions Cleaning.
  2. Curio cabinets, figurines, and items of extreme sentimental or financial value should be cleaned or handled by the client unless explicitly agreed upon in writing.
  3. Clients must retain damaged items for inspection. Failure to do so may result in the forfeiture of the claim. Damaged items that are being replaced by NG Solutions Cleaning will be kept by us.

14. C. Surface Damage and High-Risk Areas. Some surfaces may be prone to damage if not properly maintained. NG Solutions Cleaning takes precautions, but the following limitations apply:

1. Natural Stone and Hardwood Floors: Surfaces such as marble, granite, and hardwood floors must be in good condition and appropriately sealed. While NG Solutions Cleaning uses neutral pH cleaners to prevent damage, we are not liable for damages resulting from pre-existing conditions, improper sealing, or deterioration.
2. Cluttered or Hazardous Areas: In areas of extreme clutter or that pose a hazard to our staff, NG Solutions Cleaning reserves the right to skip those areas. We will notify the client, and we will not be liable for missed cleaning in these spaces.

14. D. Insurance Coverage. NG Solutions Cleaning carries comprehensive insurance coverage to protect both our clients and employees.

1. General Liability Insurance: Our general liability insurance covers accidents or damages directly caused by our team during the cleaning service. Coverage applies only to damages caused by NG Solutions Cleaning employees while performing approved cleaning tasks. Damages resulting from factors beyond our control, such as structural failures or pre-existing damage, are not covered.
2. Workers’ Compensation Insurance: All NG Solutions Cleaning employees are covered by workers' compensation insurance, which protects both the employee and the client in case of injury while on the job.
3. Proof of Insurance: Clients may request proof of workers' compensation and general liability insurance upon hiring our services.

14. E. Claims Process. In the unlikely event of damage or breakage, NG Solutions Cleaning will promptly and professionally address the issue:

1. Report Damage: Clients must report any damage to NG Solutions Cleaning within 24 hours of the service. Claims made after this period may not be honored.
2. Damage Form: Once damage is reported, clients must fill out a damage report form, including details and photos of the damaged item. This form must be submitted within 14 days of the service.
3. Resolution: After receiving the damage report, NG Solutions Cleaning will investigate the claim. If our team is responsible for the damage, we will either:
  1. Repair the damaged item.
  2. Replace the item with a comparable one of similar value.
  3. Provide compensation up to the verified replacement cost, with a maximum liability of $100 per item. For damages exceeding $100, our insurance will handle the claim.
4. Client Responsibility: Clients must retain any broken or damaged items for inspection. Failure to retain the item may result in the forfeiture of the claim. Damaged items that are being replaced by NG Solutions Cleaning will be kept by us.

14. F. Exclusions to Liability. NG Solutions Cleaning is not liable for damages or issues arising from:

1. Acts of Nature: Damage due to storms, floods, or other natural disasters.
2. Structural Failures: Damage caused by structural issues in the home (e.g., ceiling collapses, plumbing failures).
3. Third-Party Services: Damage caused by other service providers (e.g., contractors, movers) or previous cleaning companies.
4. Personal Items: Loss or theft of personal items unless there is clear evidence of theft by an NG Solutions Cleaning employee.

14. G. Client Responsibility for Securing Property. To minimize risk, NG Solutions Cleaning recommends that clients:

1. Remove or secure any fragile, valuable, or sentimental items before the cleaning appointment.
2. Notify us of any high-risk areas or surfaces that require special care.

15. Health and Safety Policy

Pre-existing Health Conditions Disclosure. At NG Solutions Cleaning, the health and safety of our clients and staff are a top priority. Clients must disclose any pre-existing health conditions that could pose a risk to our staff or require special accommodations during cleaning.

15.A. Client Obligation to Disclose Pre-existing Health Conditions

1. Advance Notification: Clients must inform NG Solutions Cleaning of any pre-existing health conditions (e.g., contagious illnesses like flu or COVID-19, respiratory conditions) at least 24 hours before the scheduled service. This disclosure must be made via phone or email to allow us to adjust the cleaning process or reschedule the appointment without fee.
2. Failure to Disclose Health Conditions
  1. Non-disclosure of Illness: If a client fails to disclose a pre-existing illness or health condition, NG Solutions Cleaning will not be responsible for any adverse outcomes, including the transmission of illness or other health-related incidents.
  2. Client Liability: Clients may be held responsible for any resulting health risks to our staff if they fail to notify us of contagious illnesses or other conditions. NG Solutions Cleaning reserves the right to suspend or terminate services for violations of this policy.

15. B. Rescheduling or Modifying Services Due to Health Conditions

1. Rescheduling Due to Illness: If a client or household member is experiencing symptoms of a contagious illness, we encourage the client to reschedule the cleaning. Rescheduling will not incur fees if communicated at least 24 hours before the appointment.
2. Special Cleaning Requirements: If a pre-existing condition requires special cleaning procedures (e.g., hypoallergenic products), additional charges may apply. Written confirmation will be provided for any changes.
3. Staff Illness: If there is a risk to the client's health due to a staff member being ill, we will take measures to replace the team or reschedule the appointment. If rescheduling is necessary, a discount may be offered, subject to management's approval.

15. C. Limitation of Liability. NG Solutions Cleaning is not liable for any health-related issues that arise if a client fails to disclose pre-existing health conditions or contagious illnesses before the service.

15. D. Client Confidentiality. NG Solutions Cleaning respects the privacy of our clients. Any disclosed health information will be kept strictly confidential and will only be used to ensure a safe working environment for our staff. Health information will not be shared with third parties unless required by law.

15. E. Service Cancellation Due to Claims or Health Risks

1. Claims Resolution: Recurring clients may not cancel services until any damage claim is resolved, ensuring continuous communication and resolution.
2. Health and Safety Policy: Smoking in the Home

15. F. Non-Smoking Policy: At NG Solutions Cleaning, the health and safety of both our staff and clients are of utmost importance. To ensure a clean and safe working environment, the following policy regarding smoking inside the home applies:

1. No-Smoking Policy: We ask that clients refrain from smoking inside the home during or prior to our scheduled cleaning appointments. This policy helps to protect the health of our staff, avoid exposure to secondhand smoke, and maintain the cleanliness of our equipment and supplies.
2. Service Termination or Extra Fee: If our team encounters smoking inside the home during the service, NG Solutions Cleaning reserves the right to either terminate the service immediately or apply an extra fee. The extra fee will account for the additional costs associated with protective equipment, special cleaning products, and other necessary considerations to ensure the safety and well-being of our staff.
3. Notice and Enforcement: Clients who smoke inside their homes may receive a notice regarding the violation of this policy. In some cases, NG Solutions Cleaning may offer the option to continue service with an additional fee for the necessary health and safety precautions. However, repeated violations of this policy may result in the termination of service.

16. Security Measures. At NG Solutions Cleaning, we prioritize the security and privacy of our clients’ homes and offices. We have implemented strict protocols to safeguard your property and personal information, while ensuring that our staff adheres to best practices. Below are the detailed measures we take to ensure the safety of your belongings and our team during all cleaning services.

16. A. Employee Screening and Training

1. Background Checks:
  All employees undergo comprehensive background checks prior to employment. This ensures that we employ only individuals with a strong record of integrity and trustworthiness.
2. Training:
  Our staff receives extensive training on security protocols, property handling, and maintaining client confidentiality. This includes following secure access procedures and handling sensitive situations with discretion.

16. B. Secure Entry Procedures

1. Client Access Instructions:
  We strictly follow the specific access instructions provided by our clients, whether it involves a key, access code, or other methods of entry.
2. Key and Code Management:
  Any key or access code provided to NG Solutions Cleaning is assigned an internal identification code within our company, which does not include any personal or identifiable information about the client or the property. This ensures that the key or code is only recognized within our system, and no identifying details are attached to it. The key or code is securely handled and used solely for the purpose of service delivery at the agreed times.
3. Access Without Client Presence:
  If you grant us permission to access your property while you are not present, we will follow all outlined access procedures. After service, we ensure that all doors, windows, and any other access points are secured as per your instructions.

16.C. Handling Client Property

1. High-Value Possessions and Fragile Items:
  Clients are required to remove or secure any high-value possessions (e.g., jewelry, electronics, collectibles) and fragile items before the scheduled cleaning. NG Solutions Cleaning will not be liable for damage or loss of unsecured high-value or fragile items. If these items are not secured and could be at risk, our team reserves the right to skip cleaning those areas to protect both the property and our staff.
2. Skipping Areas for Security:
  If we find unsecured valuable or fragile items during the service, we may skip the area where those items are located. This will be promptly communicated to you, and the area will not be cleaned until the items are secured.

16. D. Non-Liability for Theft: NG Solutions Cleaning will not be held responsible for theft or loss of personal belongings from your property. It is the client’s responsibility to ensure that valuable possessions are properly secured before our team arrives. Clients agree, as part of their service agreement, that NG Solutions Cleaning will not be liable for any alleged theft of unsecured items.

16. E. Post-Cleaning Locking Protocols: After completing the cleaning service, our team follows all instructions for securing the property. If no specific instructions are provided, we use general safety practices to ensure all doors, windows, and access points are properly locked.

16. F. Data Security and Client Information Protection: All personal information, including access codes and payment details, is stored securely using encrypted systems. Only authorized personnel have access to this information for business purposes related to providing services. Client data is never shared with third parties or used for purposes unrelated to service provision.

16. G. Incident Reporting. By following these strict security measures, NG Solutions Cleaning ensures that your property is protected and that our team operates in a secure, professional manner. If you have any additional concerns or specific security requests, please communicate them to us before your scheduled cleaning.

1. Timely Incident Reporting:
  In the unlikely event of an incident involving your property—whether it be damage, a security concern, or breach of protocol—NG Solutions Cleaning will notify you immediately. A detailed report will be provided, and the situation will be addressed promptly.
2. Insurance Coverage:
  NG Solutions Cleaning carries comprehensive liability insurance to cover accidental damages caused by our staff during service. However, this insurance does not cover theft or loss of unsecured valuables.

17. Non-Solicitation Agreement. Personnel supplied by NG Solutions Cleaning are considered employees of NG Solutions Cleaning and will not, under any circumstances, be deemed employees, agents, or representatives of the customer during the term of service or after the conclusion of services provided by NG Solutions Cleaning.

17.A. Non-Solicitation of Employees. The customer acknowledges and agrees that NG Solutions Cleaning has made significant investments in the recruitment, development, and training of its employees. The customer further understands that these employees are a valuable asset to NG Solutions Cleaning, and as such, the customer agrees not to directly or indirectly solicit, hire, or engage any current or former employee of NG Solutions Cleaning for private employment or independent work outside of NG Solutions Cleaning’s services.

17.B. Prohibition on Private Engagement. The customer agrees that, under no circumstances, will they knowingly enter into a direct working relationship with any current or former employee of NG Solutions Cleaning for the provision of cleaning or related services outside of the scope of the services provided by NG Solutions Cleaning. Any attempt by the customer to privately engage an NG Solutions Cleaning employee, without the involvement of NG Solutions Cleaning, will be considered a breach of this agreement and will result in the immediate termination of all services provided by NG Solutions Cleaning.

17. C. Training and Investment Fee. In the event that the customer breaches this non-solicitation agreement by hiring or engaging any employee of NG Solutions Cleaning for private services, the customer agrees to pay NG Solutions Cleaning a training and investment compensation fee of $5,000.00. This fee reflects the time, resources, and costs invested by NG Solutions Cleaning in the recruitment, training, and development of the employee.

17. D. Equal Opportunity Employer. NG Solutions Cleaning is committed to being an equal opportunity employer and takes pride in its fair treatment and development of all employees. This agreement is in place to protect the mutual interests of NG Solutions Cleaning, its employees, and its clients.

17. E. Acknowledgment. By engaging in services with NG Solutions Cleaning, the customer acknowledges and agrees to the terms of this non-solicitation agreement, including the understanding that any breach of this agreement will result in a $5,000.00 fee and the termination of all services. This non-solicitation agreement is designed to ensure the continued success of NG Solutions Cleaning’s business and to protect the investments made in our employees, allowing us to consistently provide high-quality service to all customers.

18. Privacy and Confidentiality: At NG Solutions Cleaning, we prioritize the privacy and confidentiality of our clients. All information provided will be kept confidential and used solely for the purpose of delivering our services. This information will be managed in accordance with our Privacy Policy. The following outlines our approach to handling sensitive information, photos, and client data to ensure transparency and respect:

18. A. Personal Information; User Accounts.

1. Collection of your Personal Information. Some of the products and services available on the Site may require prior registration to access. If you decide to access such products and services you will be required to register. We may refuse to grant you, and you may not use, a user name, email address or screen name that is already being used by someone else; that may be construed as impersonating another person; that belongs to another person; that violates the intellectual property or other rights of any person; that is offensive; or that we reject for any other reason in our sole discretion. When you complete a registration with us, you will be required to provide certain personal information. You agree that such information will be true, accurate and complete, and that you will update this information promptly when it changes. If you provide any information that is untrue or inaccurate, not current, or incomplete, or if we suspect that your information is untrue or inaccurate, not current, or incomplete, we may, in our sole discretion, suspend or terminate your right to access any material for which registration is required. Any personally identifiable information supplied hereunder will be subject to the terms of the Privacy Policy.
2. Account, Password and Security. You are the sole authorized user of your account. You are responsible for maintaining the confidentiality of any username, password and account provided by you or us for accessing the Site. You are solely and fully responsible for all activities that occur under your password or account, except that NG SOLUTIONS CLEANING may, in certain circumstances, access your account to make changes that you request. NG SOLUTIONS CLEANING has no control over the use of any User's account by the User or third parties and expressly disclaims any liability derived therefrom. Should you suspect that any unauthorized party may be using your password or account or you suspect any other breach of security, you must contact us immediately at [email protected]
3. Emails. NG SOLUTIONS CLEANING may send you confirmation and other transactional emails regarding the Services. NG SOLUTION CLEANING may also send you emails about services that we think might interest you ("Promotional Emails"). You can unsubscribe from Promotional Emails at any time by clicking unsubscribe in our email communications or contacting us.

18.B. Photos and Media: Photography

1. Before and After Photos: We may take before and after photos during specific services such as initial cleaning, post-construction cleaning, and move-in/move-out cleaning. These photos help ensure we meet our cleaning standards and verify your satisfaction.
  In some cases, photos may also be taken during recurring appointments if the home is not in its usual condition. These images are used for:
  1. Training and internal review
  2. Proof of service quality
  3. Promoting our cleaning standards
2. Note: We never photograph personal items such as family photos, jewelry, or sensitive belongings. If you prefer that we do not take photos of work areas in your home or office, please inform our office prior to your cleaning appointment to sign a waiver of liability.
3. Satisfaction Guarantee: Please be aware that our satisfaction guarantee may not apply if we are unable to demonstrate cleaning progress through photos to our office team.

18. C. Social Media Photos

1. Showcasing Our Work: With your permission, we may use before and after photos from your home on our social media pages or website to showcase our exceptional cleaning services. We ensure that:
  1. No personal items (e.g., family photos, personal information) will be included in the photos.
  2. Only the cleaned areas, and possibly furniture or décor moved during cleaning, will be featured.
2. If you prefer not to have any photos taken for social media or website use, please notify us before your cleaning appointment. We will always respect your wishes and maintain your privacy.

18. D. Client Privacy and Protection of Personal Information: We are committed to protecting your privacy in compliance with applicable privacy laws. Any information collected from clients is used exclusively for business purposes related to the provision of cleaning services.
We do not share or disclose any personal information without your explicit consent.

1. Confidential Information: This agreement acknowledges the confidential relationship between NG Solutions Cleaning and our clients. Information concerning your business affairs, customers, vendors, finances, properties, methods of operation, or other sensitive data, whether shared orally or in writing, is regarded as Confidential Information. We agree that we will not disclose any confidential information to any third party, either during or after the term of our agreement, without your consent. We also ensure that our employees are bound by the same terms of confidentiality.
  Client Reviews and Testimonials. Our goal is to provide outstanding cleaning services while maintaining the utmost respect for your privacy and confidentiality. Should you have any concerns or preferences regarding your privacy or the handling of sensitive information, please feel free to contact us.
2. Opt-Out Option for Public Reviews: Clients have the option to opt out of their public reviews and private feedback being used as testimonials or references for NG Solutions Cleaning’s marketing purposes. If you choose to opt out, your reviews will remain private and will not be shared publicly.
3. Data Security. All personal information, including access codes and payment details, is stored securely using encrypted systems. Only authorized personnel have access to this information for business purposes related to providing services. Client data is never shared with third parties or used for purposes unrelated to service provision.

18. E. Timely Incident Reporting: In the unlikely event of an incident involving your property—whether it be damage, a security concern, or breach of protocol—NG Solutions Cleaning will notify you immediately. A detailed report will be provided, and the situation will be addressed promptly.
All information we collect on the Site is subject to our Privacy Policy. By using the Site, you consent to all actions taken by us with respect to your information in compliance with the Privacy Policy.

19. Service Guarantees. At NG Solutions Cleaning, we are committed to providing top-quality cleaning services and ensuring your satisfaction. The quote you receive serves as the legal agreement and contract that defines the scope of work and services, we are committed to delivering. Our Service Guarantee operates within the terms of this agreement, ensuring that all work is completed as specified in the quote.

19. A. 100% Satisfaction Guarantee. NG Solutions Cleaning guarantees your satisfaction based on the scope of work outlined in the quote. If any part of the agreed-upon cleaning service does not meet your expectations, we will re-clean the specific areas of concern at no additional charge.

19. B. Scope of Re-cleaning: Re-cleaning applies only to the specific areas or tasks outlined in the quote. The guarantee does not extend to additional tasks requested after the cleaning is completed unless covered under a new agreement.

19. C. Reporting Service Issues: To ensure we meet the terms of the quote, clients must report any service issues within 24 hours of the cleaning. Contact us via phone, email, or our client portal with detailed feedback, including photos if necessary.

19. D. Timely Notification: Clients must notify us within 24 hours of service completion for re-cleaning to be covered by the guarantee. Any issues raised beyond this period may not be addressed under the Service Guarantee.

19. E. Client Responsibilities for Service Guarantee Eligibility. To ensure our Service Guarantee applies and to allow our team to work effectively, clients are responsible for:

1. Organizing the Space:
  Clients must ensure that the property is adequately prepared before the cleaning. This includes:
  1. Clearing clutter from floors, countertops, and surfaces to allow easy access.
  2. Securing fragile or valuable items such as glassware, electronics, and décor.
2. Providing Access: All rooms and areas detailed in the quote must be accessible for cleaning. If the client is not present and has not provided access instructions, our crew will ensure the property is locked after completing the service.

19. F. Limitations on Moving Furniture and Objects: For the safety of our staff and to protect your property, the following limitations apply:

1. Heavy Furniture:
  Large, immovable furniture will not be moved by our staff. Cleaning will be performed around these items, and they are not covered under the Service Guarantee.
2. Light Furniture and Objects:
  Our staff will move light, portable objects (up to 20 pounds). Clients are responsible for moving heavier items in advance if they want those areas cleaned.

19. G. Limitations and Exclusions from the Service Guarantee. Our Service Guarantee is linked to the scope of work in the quote, and has the following limitations:

1. Pre-existing Conditions:
  The guarantee does not cover issues related to pre-existing damage or permanent stains that cannot be resolved through cleaning.
2. Post-cleaning Issues:
  The guarantee applies only to the condition of the property at the time of service. New issues that arise after the cleaning are not covered.
3. Excessive Clutter or Unsafe Conditions:
  If areas are too cluttered or pose a risk to our staff, they will be skipped, and the Service Guarantee will not apply.
4. Client-supplied Products:
  If client-supplied products negatively affect the cleaning results, the Service Guarantee does not apply.

19. H. Re-cleaning and No Refund Policy. If you report an issue within 24 hours, NG Solutions Cleaning will arrange for a re-clean of the specific areas at no cost. Payments are non-refundable during or after service completion. If a client opts to skip the guarantee and declines re-cleaning, no refund will be issued for the payment made. One-time Re-clean: Clients are entitled to one re-clean per service under the guarantee. Once the re-clean is completed, the service will be considered fulfilled.

19. I. Client Responsibilities for Timely and Effective Service. Client must provide clear access and instructions. If absent, we will lock the property upon completion if no instructions are given.
19. J. Report Issues Promptly: Report any concerns within 24 hours to qualify for re-cleaning. Delayed reporting may result in forfeiture of the Service Guarantee.

20. Non-Refundable Policy: Payments are non-refundable once the service has been completed, even if the client chooses to forgo the re-cleaning process under the guarantee. By adhering to the agreed-upon services in the quote, NG Solutions Cleaning ensures a high standard of work, with re-cleaning provided if necessary. No refunds will be issued, and clients must report issues promptly to benefit from our Service Guarantee.

21. Changes to the Terms of Use and Site. We may revise and update these Terms of Use from time to time in our sole discretion. Please check these Terms of Use periodically for changes. You can determine when these Terms of Use were last revised by referring to the "LAST UPDATED" legend at the top of these Terms of Use. Your continued use of the Site will indicate your acceptance of the current Terms of Use; however, any change to these Terms of Use after your last usage of the Site will not be applied retroactively. If a change to these Terms of Use materially modifies your rights or obligations, you will be required to accept the modified Terms of Use in order to continue to use the Site. Material modifications are effective upon your acceptance of the modified Terms of Use. Immaterial modifications are effective upon publication. Disputes arising under the Terms of Use will be resolved in accordance with the version of the Terms of Use that was in effect at the time the dispute arose.

We reserve the right to withdraw or amend the Site, and any service we provide on it, in our sole discretion without notice. We will not be liable if for any reason that all or any part of the Site is unavailable at any time or for any period. From time to time, we may restrict access to some parts of the Site, or the entire Site, to Users for any reason or no reason.

We have the right to disable any user name, password or other identifier, whether chosen by you or provided by us, at any time in our sole discretion for any or no reason, including if, in our opinion, you have violated any provision of this Agreement.

22. Content in the Site. The Site with all of its content, information, software, images, and specifications (collectively, “Content”) is owned by NG CLEANING SERVICES and/or third parties with all rights reserved. Content is provided through the Site “AS IS” AND "AS AVAILABLE”, and you agree that the use of, satisfactory quality, performance, accuracy and reliance on any Content is at your own risk, and that under no circumstances shall NG SOLUTIONS CLEANING be liable for any Content or for any loss or damage of any kind incurred as a result of the use of any Content made available via the Site.

NG SOLUTIONS CLEANING may allow users to upload images, photos, video, data, text, and other content (“User Content”). By uploading User Content to the Site, the user grants NG SOLUTIONS CLEANING an irrevocable, perpetual, royalty-free worldwide license to: (i) use, copy, distribute, transmit, publicly display, publicly perform, reproduce, edit, modify, prepare derivative works of or incorporate into other works, and translate your User Content, in connection with the Services or Products purchased through our Site, or in any other media; and (ii) sublicense these rights, to the maximum extent permitted by applicable law. NG SOLUTIONS CLEANING may remove or modify your User Content at any time. You are solely responsible for all User Content made through your user account(s) on the Site or that you otherwise make available through the Site. For all User Content, you represent and warrant that the information is true and accurate, and that you are the creator and owner of the User Content, or have the necessary licenses, rights, consents, and permissions (including all permissions required under applicable privacy and intellectual property law) to authorize NG SOLUTIONS CLEANING and other users to access and use your User Content as necessary to exercise the licenses granted by you under these Terms of Use.

23. Limited License; Intellectual Property Rights. NG SOLUTIONS CLEANING grants you a limited license to access and use the Site and Content solely for informational, personal and non-commercial purposes (including printing individual pages from the Site provided that you retain all copyright and other proprietary notices contained thereon). You may not copy, reproduce, sell, license, publish, distribute, modify, display, perform, combine, create a derivative work from, re-post, sub-license, or otherwise use any portion of the Content in any other way or for any other purpose without the prior written consent of NG SOLUTIONS CLEANING. Requests regarding use of the Content for any purpose other than personal, noncommercial use should be directed to [email protected]

You may not modify, alter, reproduce, or distribute the Site. You may not directly rent, lease, lend, sell, redistribute, or sublicense any Content of the Site. You must not decompile, reverse engineer, disassemble, attempt to derive the source code of, modify, or create derivative works of any portion of the Site, any updates, or any part thereof (except as and only to the extent any foregoing restriction is prohibited by applicable law or the terms of any Third-Party Service), nor attempt to disable or circumvent any security or other technological measure designed to protect the Site or any content available through the site.

The Site and its entire Content, features and functionality (including but not limited to all information, software, text, displays, images, video and audio, and the design, selection and arrangement thereof), are owned by NG SOLUTIONS CLEANING, its licensors or other providers of such material and are protected by United States and international copyright, trademark, patent, trade secret and other intellectual property or proprietary rights laws.

You may not modify any materials from this site, nor can you use illustrations, photographs, videos, audio sequences, or graphics separately from their accompanying text. Additionally, do not delete or alter any copyright, trademark, or other proprietary rights notices on any materials from this site.

If you breach these license restrictions or otherwise exceed the scope of the licenses granted in these Terms of Use and Service, then you may be subject to prosecution and damages, as well as liability for infringement of intellectual property rights, your right to use the Site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made. No right, title or interest in or to the Site or any content on the Site is transferred to you, except the User Content, and NG SOLUTIONS CLEANING reserves all rights not expressly granted. Any use of the Site not expressly permitted by this Agreement is a breach of this Agreement and may violate copyright, trademark and other laws.

Copyright Infringement. NG SOLUTIONS CLEANING will respond to reports of alleged copyright infringement, such as allegations concerning the unauthorized use of a copyrighted image as a profile or header photo, allegations concerning the unauthorized use of a copyrighted image uploaded through our media hosting services, or information containing links to allegedly infringing materials. Note that not all unauthorized uses of copyrighted materials are infringements. If you are concerned about copyrights infringements please contact: [email protected]

24. Links to Third-Parties’ Websites. The Site may contain links and interactive functionality interacting with the websites of third parties, including payment processors, social sites and product fulfillment’ sites. NG SOLUTIONS CLEANING is not responsible for and has no liability for the functionality, actions, inactions, privacy settings, privacy policies, terms, or content of any such website. Before enabling any sharing functions of the Site to communicate with any such website or otherwise visiting any such website, NG SOLUTIONS CLEANING strongly recommends that you review and understand the terms and conditions, privacy policies, settings, and information-sharing functions of each such third-party website. The links and interactive functionality for third-party sites on the Site do not constitute an endorsement by NG SOLUTIONS CLEANING of such third-party sites. Other sites may link to the Site with or without our authorization, and we may block any links to or from the Site. YOUR USE OF THIRD-PARTY WEBSITES AND RESOURCES IS AT YOUR OWN RISK.

25. Dispute Resolutions

25. A. Governing Law. Use of this Site and Services, any purchases made through this Site, and any controversy, claim or dispute arising out of or relating in any way to your use of the Services, or products purchased through this Site shall be governed by the laws of the State of Florida without respect to its choice (or conflict) of laws rules.

25. B. Forum Selection/Jurisdiction. Jurisdiction and venue for any dispute shall be in Broward County, Florida. Each party submits to personal jurisdiction and venue in that forum for any and all purposes.

25. C. Arbitration Clause. Any controversy or claim arising out of or relating to this contract, or the breach thereof, shall be settled by arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules. The number of arbitrators shall be one. The place of arbitration shall be in Broward County, Florida. The laws of the State of Florida shall apply. Judgment on the award rendered by the arbitrator may be entered in any court having jurisdiction thereof.

25. D. Exceptions. Nothing in this Agreement will be deemed to waive, preclude, or otherwise limit the right of either party to: (i) bring an individual action in small claims court; (ii) pursue an enforcement action through the applicable federal, state, or local agency if that action is available; (iii) seek injunctive relief in a court of law; or (iv) to file suit in a court of law to address an intellectual property infringement claim.

25. E. No Class Actions. TO THE FULLEST EXTENT PERMITTED UNDER APPLICABLE LAW, YOU AND NG SOLUTIONS CLEANING AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING. Further, unless both you and NG SOLUTIONS CLEANING agree otherwise, the arbitrator may not consolidate more than one person's claims, and may not otherwise preside over any form of a representative or class proceeding, to the fullest extent permitted under applicable law.

26. Communication. At NG Solutions Cleaning, communication is a top priority. Whether you have suggestions, compliments, or complaints, we want to ensure we are always available and responsive to your needs. Below are the best ways to get in touch with us based on the nature of your inquiry.

26. A. General Inquiries (Non-Urgent)

Phone or Text:
954-306-6422
Use this number for any non-urgent inquiries. Your request will be addressed in the order it is received by our customer support department.

26.B. Scheduling, Quotes, Invoices, and Payments

Text Only:
954-787-1004
For inquiries related to schedules, quotes, invoices, and payments, use this number. You can also send any important information or special requests prior to your cleaning appointment. This number will also be used to send reminders and notifications about our arrival times for scheduled appointments.

26. C. Out-of-Town or Special Requests (WhatsApp)

WhatsApp:
954-367-2781
If you are out of town or need to communicate directly with our office staff for any special requests, you can use this number via WhatsApp for quick and easy communication.

26. D. Email Communication:

1. General Inquiries:
  [email protected]
  Use this email for general questions, feedback, or suggestions.
2. Billing and Administration:
  [email protected]
  Direct any inquiries regarding billing, payments, or administrative matters to this email.
3. Quality Control:
  [email protected]
  For any concerns or feedback regarding service quality, use this email to ensure that your concerns are reviewed and addressed by the appropriate team.

27. Entire Agreement. These Terms of Use and Service; along with our Privacy Policy constitute the sole and entire agreement between you and NG Solutions Cleaning with respect to the Site and supersede all prior and contemporaneous understandings, agreements, representations and warranties, both written and oral, with respect to the Site.

28. Acknowledgment and Acceptance

By engaging NG Solutions Cleaning for services, you acknowledge that you have read, understood, and agreed to abide by the terms outlined in this document. These terms are designed to ensure transparency and provide clear guidelines for the services we provide. Should you have any questions or need clarification, our team is available to assist you at any time.

By scheduling an appointment with us, you confirm your acceptance of these terms, including all policies regarding service guarantees, payment, cancellations, and client responsibilities.

29. Last Updated Date

This document was last updated on: October 22, 2024.

At NG Solutions Cleaning, our goal is to deliver top-tier cleaning services while fostering a relationship built on trust, communication, and professionalism. We are committed to exceeding your expectations with every service, and our team is always ready to address your needs with care and attention. We appreciate the opportunity to serve you and look forward to maintaining a clean, comfortable, and healthy environment for your home or business.

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