Terms Of Service
Thank you for booking your home cleaning with us! Please review our terms below. We look forward to
providing you with an excellent service.
Last updated: 07/14/2025
Required Card on File
All of our billing is handled electronically via trusted 3rd-party provider Stripe, where you
can pay by credit or debit card. It is not possible for us to see any payment method
details, so rest assured that your information is safe. We will save your payment method
on file and charge you automatically after each clean. Receipts will be emailed to your
email on file. We require all clients to have a working payment method on file,
otherwise, we reserve the right to cancel service.
Card Hold
24 hours ahead of your booking time, we will put a hold on your card equivalent to the
amount of the booking to ensure funds are available – this is not a charge. If the hold
fails, we reserve the right to cancel the service if we deem it necessary. You will be
notified via text/call/email.
Cancellation Fees (48 hour notice required)
We understand that plans can change, and we strive to accommodate our customers as
best as possible. However, to ensure fairness to our team and to our other customers,
we reserve the right to charge the following fees via the card on file. Please consider
how late or last-minute cancellations/reschedules can negatively impact our cleaners’
anticipated earnings for the day – we are not always able to replace jobs on our
schedule within such a short notice.
Cancellations/reschedules made less than 48 hours before the scheduled service will
incur a $50 fee.
Cancellations/reschedules made less than 24 hours before the scheduled service will
be charged 50% of the total booking price.
Cancellations/reschedules made on the same-day of a scheduled service will be
charged 100% of the booking price.
To avoid cancellation fees, we kindly ask that you notify us as soon as possible if you
need to reschedule or cancel your appointment. Thank you!
Cleaner Reassignment Policy
We reserve the right, at our sole discretion, to reassign cleaners to appointments as
necessary. This reassignment may apply but is not limited to recurring service
appointments and one-time appointments. We will make reasonable efforts to provide
prior notification of any such changes whenever possible if we deem them necessary.
Complaints
Please direct any service-related complaints to support@midsouthpremiercleaning.com
within 24 hours of service completion to qualify for potential resolution. You may also
call or text us at 901-466-4277. Our 100% satisfaction guarantee is detailed below on
this page.
Right to Terminate Service
MidSouth Premier Cleaning reserves the right to terminate service for any client at any
time for any reason. Written notice will be provided via text message and/or email.
Right to Refuse Service
MidSouth Premier Cleaning reserves to deny &/or terminate service because of safety
concerns, inappropriate or uncomfortable situations, weapons on-premises, severe
clutter & disconnected utilities, or anything that we deem “unreasonable.” For our own
health, safety, and liability concerns, we do not clean/perform the following: blinds that
are prone to breaking, hoarder homes, biohazards (feces, urine, vomit, blood, drug
paraphernalia, etc), infestations (bugs, pests, etc), climb/use second story ladders, etc.
Our cleaners have the choice to leave if the home is in an extremely unsanitary
condition or if they feel unsafe/threatened. If you book a cleaning that is unreasonable,
the cleaners may refuse service on the spot & you will be charged a cancellation fee.
Cleaning Day Preparation
Your price for cleaning is based on the cleaners focusing all of their time on cleaning, so
we ask that you take a few minutes to tidy up to allow the cleaners easy access to the
areas/surfaces to be cleaned: floors, countertops, tabletops, etc.
Use of Homeowner’s Vacuum
If you request to use your vacuum, we will not assume or accept any liability for damage
to the unit. Since we are not responsible for the maintenance of the vacuum, we will not
be responsible for any repairs to it. This is important because if the vacuum is not in
working order when we arrive to clean your home, we will not be able to perform any
vacuuming of carpet & hard floor surfaces.
Unreachable Areas and Heavy Items
We love our crew and want to watch out for their safety, so they do not use tall ladders
(no more than 3-step ladders) or move any heavy furniture. These types of activities put
them in danger of back injury or could even damage something in your home such as
scratches on your floors. If you would like us to clean behind appliances (such as
behind or under refrigerators, ovens, sofas, or other furniture), please move them prior
to the cleaning visit to allow access to the area.
Non-Solicitation Agreement
The client hereby agrees not to directly solicit for employment, contract, or engage any
employee, contractor, or representative of our company during the term of service and
for a period of two (2) years following the termination of services. This includes but is
not limited to cleaners, administrative staff, management, or any other individuals
associated with our company.
In the event that a client breaches this agreement, the client agrees to pay a monetary
penalty of $3,000 USD. This fee is a genuine pre-estimate of the damages that our
company would suffer in the event of such breach.
We reserve the right to terminate our services immediately upon the discovery of any
such solicitation without any obligation for a refund or any other liabilities. This clause
does not prevent our company from pursuing any other remedies available under the
law for any breach of this agreement.
Changes to Requested Services
Any changes to the Service to be provided must be agreed upon by MidSouth Premier
Cleaning prior to the Service time. If the Customer requires any additional services or
variations at the time the Service is being performed, the Customer must first contact
MidSouth Premier Cleaning by telephone, who may agree to provide the additional
services at its absolute discretion. The Cleaner is not authorized to agree to any
changes to the Service being provided. The Customer must not request such changes
directly from the Cleaner. All communication has to go through our office. We ask that
any changes be made before 5 pm the day before your scheduled cleaning if possible.
100% Satisfaction Guarantee
Our services are 100% guaranteed. If we don’t clean something to your satisfaction,
contact us within 24 hours with photos of the missed areas and we will return to make it
right. MidSouth Premier Cleaning has a 24-HOUR WARRANTY PERIOD from the day
of completion of the cleaning. If you are home and notice that the cleaner overlooked
something, please don’t keep it to yourself! Feel free to ask them to re-clean the area or
call our office before the cleaner leaves your home. Complaints filed more than 24
hours after the completion of cleaning fall outside the warranty period, and unfortunately
may not be covered. MidSouth Premier Cleaning will not be held responsible for the
repair or replacement of items broken or damaged due to pre-existing wear and tear,
incorrect installation, assembly, or usage.
Hourly Cleans
Hourly clients should note that cleaners will endeavor to complete all cleaning services
within the time that you allot. In some cases, services may not be completed in the
timeframe that you have allotted.
Please note that time estimates provided by MidSouth Premier Cleaning are guidelines
and may vary greatly depending on, but not limited to: the actual size of the home, the
condition of the home, the number of people and pets that have lived in the home,
whether you have electricity and water available, whether you are still in the process of
moving, and whether the home is still furnished or is completely empty.
Hourly house cleaning services do not qualify for our satisfaction guarantee. Hourly
service is based solely on time purchased and does not guarantee the number of
items/areas or quality of cleaning based on the amount of time you selected. If time was
not sufficient to finish the job, you are able to extend the time to meet your satisfaction
standards.
Flat Rate Pricing
Our flat rate prices are based on certain assumptions on levels of cleanliness and the
amount of effort required to clean your home based on the number of bedrooms,
bathrooms, and square footage. We also make the assumption that the home is
currently in reasonable condition. We reserve the right to change the price of the
cleaning if upon arrival it is clear that we are unable to complete the work in the allotted
time we have estimated for your cleaning. You will be given the option to pay for extra
time or provide us with priorities that you would like us to complete in the time we have
available.
Approval for Additional Time
We will call/text the phone number(s) on file to advise you if we believe your home will
take longer to complete. If we are unable to reach you via phone, we will update you via
the email(s) on file. If we do not hear back from you before your allotted time expires,
our cleaners will stop work and move on to their next cleaning. You may call us to
schedule additional service as needed for another time or another day. Please note that
we will not guarantee our cleaning service if you do not provide approval for the
necessary amount of time that is needed to clean your home.
Appointment Arrival Windows
If you wish to be present during the cleaning visit, please be advised that we provide
arrival windows of about 2 hours, such as between 8 am – 10 am, 10 am – 12 pm, 12
pm – 2 pm, or 2 pm – 4 pm. Many things can affect our schedules, such as
cancellations, weather, lockouts, etc. If we happen to be running late to your
appointment you will be contacted as soon as possible and provided with a new
expected time of arrival.
Holidays
MidSouth Premier Cleaning does not do holiday visits.
If your scheduled day falls on a holiday, we will contact you to reschedule, the following
holidays will be observed:
● Independence Day
● Thanksgiving
● Christmas Eve
● Christmas Day
● New Year’s Eve
● New Year
Services
We do not offer wet wiping of light bulbs, resurfacing/waxing/refinishing of floors,
upholstery cleaning, removal of any biohazards (e.g., insects, human or animal waste,
black mold), large furniture moving, or large-scale trash disposal.
An appointment may take longer than expected depending on the specific size and
condition of the rooms in the house, in which case we will need to charge you
accordingly. If this happens, we will contact you to inform you of any extra charges. We
will never increase your booking rate before your approval.
We reserve the right to refuse service if a house requires cleaning beyond our scope of
work or if the cleaner feels unsafe for any reason. We will assess the home upon arrival
and contact you as soon as possible if there are any issues.
We also reserve the right to skip any areas that cannot be properly cleaned due to
extreme clutter or biohazards.
We recommend safely storing any items of high monetary or sentimental value before
our arrival to avoid damage.
All surfaces, such as wood and marble, are assumed to be properly sealed at the time
of cleaning and not easily damaged by common cleaning products. If you have a
specific product request, please let us know ahead of time, and we will try to
accommodate. However, it is possible that you may be asked to provide the requested
product.
Because we reserve a time, especially for you, any rescheduling or cancelation
requests must be submitted 24 hours before the service start time; otherwise, we will
charge you a $50 late cancellation fee.
24 hours PRIOR to your scheduled cleaning service, a hold will be placed on your card
(for authorization) in the amount of your total balance. If your service is canceled or
moved for any reason, this hold will drop off within two (2) to five (5) days. This hold is
not a charge.
We will check in with you by text after your appointment to make sure you are happy
with the results. If you are a recurring customer of ours, the check-in text will only be
sent after your first three (3) appointments. However, you are always welcome to call,
text, or email us to let us know of any issues that may arise after that point.
In case you are not happy with your service, we will offer you a re-clean of the missed
areas within a five (5)-day window from your date of service. For minor issues, we will
offer you a discount proportionate to the areas missed.
We must be informed of any changes to phone numbers or email addresses so we can
easily contact you regarding your service. Additionally, we will always use the credit
card number on file for holds and charges unless we are notified of desired changes at
least 24 hours before your scheduled appointment.
We reserve the right to deny services to anyone seeking to use our cleaners outside of
our service. This is a breach of our terms and conditions. This includes all future
services and re-cleans.
It is your responsibility to pay for any services provided by or fees owed to MidSouth
Premier Cleaning, and failure to do so may result in legal action.
Intellectual Property
The Service and its original content, features, and functionality are and will remain the
exclusive property of MidSouth Premier Cleaning and its licensors.
Our Service may contain links to third-party websites or services that are not owned or
controlled by MidSouth Premier Cleaning
MidSouth Premier Cleaning has no control over, and assumes no responsibility for, the
content, privacy policies, or practices of any third-party websites or services. You further
acknowledge and agree that MidSouth Premier Cleaning shall not be responsible or
liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or
in connection with the use of or reliance on any such content, goods, or services
available on or through any such web sites or services.
We strongly advise you to read the terms and conditions and privacy policies of any
third-party websites or services that you visit.
Termination
We may terminate or suspend access to our Service immediately, without prior notice or
liability, for any reason whatsoever, including without limitation if you breach the Terms.
All provisions of the Terms which by their nature should survive termination shall survive
termination, including, without limitation, ownership provisions, warranty disclaimers,
indemnity, and limitations of liability.
We may terminate or suspend your account immediately, without prior notice or liability,
for any reason whatsoever, including without limitation if you breach the Terms.
Upon termination, your right to use the Service will immediately cease. If you wish to
terminate your account, you may simply discontinue using the Service.
All provisions of the Terms which by their nature should survive termination shall survive
termination, including, without limitation, ownership provisions, warranty disclaimers,
indemnity, and limitations of liability.
Disclaimer
Your use of the Service is at your sole risk. The Service is provided on an “AS IS” and
“AS AVAILABLE” basis. The Service is provided without warranties of any kind, whether
express or implied, including, but not limited to, implied warranties of merchantability,
fitness for a particular purpose, non-infringement, or course of performance.
Governing Law
These Terms shall be governed and construed in accordance with the laws of the
United States without regard to its conflict of law provisions.
Our failure to enforce any right or provision of these Terms will not be considered a
waiver of those rights. If any provision of these Terms is held to be invalid or
unenforceable by a court, the remaining provisions of these Terms will remain in effect.
These Terms constitute the entire agreement between us regarding our Service and
supersede and replace any prior agreements we might have between us regarding the
Service.
Changes
We reserve the right, at our sole discretion, to modify or replace these Terms at any
time. If a revision is material we will try to provide at least 30 days notice prior to any
new terms taking effect. What constitutes a material change will be determined at our
sole discretion.
By continuing to access or use our Service after those revisions become effective, you
agree to be bound by the revised terms. If you do not agree to the new terms, please
stop using the Service.
Contact Us
If you have any questions about these Terms, please contact us at
support@midsouthpremiercleaning.com
