HELP & FAQS
HOW CAN WE HELP?
Regular Deep Cleaning and Heavy-duty Deep Cleaning HERE. In case your home had any construction, remodel, or paint you should book a Post-Construction Cleaning.
Regular Move-in/out Cleaning and Heavy-duty Move-in/out Cleaning HERE. To book a Regular Move-in/out Cleaning or Heavy-Duty Move-in/out Cleaning your home needs to be completely empty (no furniture or personal items) otherwise your should book a Regular Deep Cleaning or Heavy-Duty Deep Cleaning. In case your home had any construction, remodel, or paint you should book a Post-Construction Cleaning.
Post-construction Cleaning HERE
After your First Cleaning (Deep Cleaning, Move-in/out Cleaning, or Post-construction Cleaning) we have recurrent cleaning (Standard Cleaning HERE) at a special price; select how often you want your cleaning (Every 4 weeks, Every 3 weeks, Every 2 weeks, or Every week) Standard Cleaning is valid for the home you had your first cleaning. Attention: In case you stay more than 30 days without a cleaning done by our team your next cleaning needs to be at least a Regular Deep Cleaning.
Attention: If the utilities are restored during or after completion of the work, we will not be responsible for any damage caused. Example: The house has no available water and for some reason, a faucet was open, and the home got flooded when it was restored.
MANAGE YOUR ACCOUNT
TRUST & SAFETY
POLICIES & TERMS OF SERVICE
We guarantee satisfaction! If the customer is not at home to carry out the inspection of the service performed, 30 minutes before the end of the cleaning, someone from our company will contact the customer (call or text) requesting the customer to come back, in order to check the cleaning and release the team.
With the team present, the customer must look at all the details and if something does not match the cleaning check list, the client must ask the team to redo what was not in agreement with his liking. After the team’s release, the client is agreeing that the cleaning is 100% completed and that everything was done, (as described in the type of cleaning contracted) waiving any future claims or refund requests.
If the customer is not at home and is unable to return to the house within 30 minutes after the notice, the team is free to leave. In this case, customer will have up to 24 hours after the cleaning is completed to file a complaint, in which the cleaner will return to redo the parts that the customer was not fully satisfied with free of charge (within the contracted service). All complaints must be filed by the individual who contracted for the service.
In this case we ask the customer to be present to check the cleaning. We will also notify the customer 30 minutes before we complete the cleaning. If the customer doesn’t come back or tell us the team can leave, it automatically means the cleaning is 100% complete. Once the cleaning is considered 100% complete, the client will have no more staff coming back, and there will be no refunds.
If we schedule a day and time to fix the missed areas, the customer must provide access to the home on the determined day and time booked. In case the customer does not provide access to the house on the day and time reserved, the cleaner will wait for an extra 30 minutes. After 30 minutes, the team will leave, meaning that the customer will no longer have someone going back home or the right to have any refund.
We respect our customers, and we expect our customers to respect us! If the customer is aggressive, racist, or discriminatory against our teams or any of us at any time, we will no longer provide any service. The customer loses its right to “satisfaction guarantee policy,” we will charge the working hours, and the customer does not have the right to any refund.
Attention: We will always do our best to get the job done to perfection. If you have any security deposit, we do not guarantee that your security deposit with the realtor, real estate, or owner will be returned either partially or fully.
The refund policy will only be applied in these 2 cases:
1.) At the time of checking the service with the team, the customer must report any areas of the property that need more attention to the team. If the customer does not let the team fix those spots immediately, the customer must send photos of any areas that need extra attention to the company phone. We will review the photos and make a partial refund based on the details that are disclosed to us, as long as the claim is within the type of service contracted and is in accordance with our policy.
2.) If the customer is not present at the time of cleaning or is unable to check with the team, at the end of the work, the customer must report any areas of concern within 24 hours after completion of service. In this case we will offer the team’s return to the property to correct any areas of concern. If the customer does not accept the team’s return we will analyze the photos and make a partial refund based on the details disclosed to us through the company phone; as long as the claim is within the type of service contracted and is in accordance with our policy.
Note: If the client requests any refund of our services to their bank, we will have a collector agency contact the client, and if the payment is not concluded, we will report the client to the credit bureau.We never refund 100%.
If you hire the entire home cleaning, please select the total amount of Bedrooms + Bathrooms (sq ft) in the entire home, and the Kitchen and common ares will be included in the home cleaning without extra charges. Home office counts as a bedroom, so if you have a home office/s, please add a bedroom/s. If your home square footage does not match the square footage in our website even after selecting the total amount of (bedrooms and home office + bathrooms), please add another bedroom until you reach the correct square footage of your home.
Number of bedrooms + office: If your home has 2 Bedroom and 1 Home Office, you should select 3 Bedrooms.
Home square footage: If the “sq ft” does not match the number of bedrooms and home office in your home please add “bedrooms” until you reach the right square footage. Please do not change the number of bathrooms to adjust the sq ft. Example: If your home has 2 Bedroom and 1 bathroom, and it is 2,000 sq ft. You should select 3 Bedrooms, and 1 bathroom under 2,000 sq ft.
If we arrive at your home and your home is not the size you hired, the price will change. And if the customer does not accept the new price, we will charge a cancellation fee.
After your First Cleaning (Deep Cleaning, Post-construction or Move-in/out Cleaning) we provide recurrent cleaning (Standard Cleaning) at a special price. We have “Every 4 weeks, Every 3 weeks, Every 2 weeks, or Every week” packages at special prices. You can select how often you want your cleaning at the time of your first booking, and the website will provide you the price of your next cleaning that will be a standard cleaning.
Attention: In case you stay more than 30 days without a cleaning done by our team your next cleaning must be, at least, a Regular Deep Cleaning.
Once we receive your reschedule request, our team will check if our availability match with your request. If we are available the day and time you requested, you’ll receive a confirmation email soon. If our availability does not match yours, we will contact you and come up with another day and time that works for you.
In case you have a recurring cleaning (Standard) with us, and the reschedule date you requested passes 30 days of your previous cleaning; your cleaning will be changed to a Regular Deep Cleaning. You will receive an email with all the details.
We do not accept rescheduled after 5 pm of the day before the service.
We work as straightforward as possible. Our team uses an app to verify the location of the cleaners, so we know the start and end time of work.
Time informed in your booking is only for the cleaning service, which is based on the work of 2 people. If it is done by more or less cleaner(s), time will be adjusted, but the total of hours will continue to be the same (Note: the services of steam carpet cleaning, pressure washing, windows cleaning outside do not belong to this rule)
Example: cleaning estimated for 2 hours. (2 hours x 2 people = 4 hours total)
If only 1 person shows up, this work will have a total estimated time of 4 hours.
If 3 people show up, this work will have a total estimated time of 1 hour and 20 minutes. The total amount of hours still the same 4 hours.
(96% of our work is carried out by a team of 2 people)
The estimated time is based on our experience, estimated time, in majority of our jobs is enough to perform the contracted work, but we work with up to 20% time flexibility and it is for more and less. In these cases the value of the contracted service will not change. If the work takes less than 80% or 120% more than the scheduled time, we will adjust the value of the service.
This adjustment will only be applied over the surplus or deficit of 20%.
Example: work performed with 75% of the estimated time: In this case the customer will have a discount of 5% of the amount paid for cleaning.
Work performed with 125% of the estimated time: In this case the customer will have an additional charge of 5% of the amount paid for cleaning.
We will arrive within the arrival window according to your booking provided, considering there’s no unforeseen circumstances like accidents, weather, etc. In case we’re running late, if we are, we’re going to contact you.
We will do our best to finish the entire service within the estimated time, if the customer isn’t at the home to check the service, near to it’s ending, we will contact you by phone/text message 30 minutes before the conclusion to check upon the service. In case the customer does not show up in the meantime, our team will be free to leave the place and the job will be considered as accomplished (plase check our satisfaction policy).
In the event of an emergency, unexpected situation or limited schedule where the customer has to leave the home and the cleaners does not finish the cleaning but the team has to leave the home as well, we will consider the service as completed and we will charge for the worked hours, in this case, the customer will not have the right to use our satisfaction policy, or any right to have a refund.
For the safety of your children, we ask that they be supervised while our staff and equipment arepresent in your home.
Please secure all pets that are dangerous to our employees inside and outside of your house. BR Performance Cleaning is not responsible for cleaning up after pets once the cleaning has been completed.
Please read these Terms carefully. Access to, and use of BR Performance Cleaning’s services (“Services”), and the BR Performance Services’s website, http://brperformanceservices.com (“Website”), including any of its content, is conditional on your agreement to these Terms. You must read, agree with, and accept all of the terms and conditions contained in these Terms. By creating an account, whether created manually by Company on your behalf or otherwise, or by using or visiting our Website, you are bound to these Terms, and you indicate your continued acceptance of these Terms. Continued acceptance of the services of Company constitutes acceptance of all new, amended and existing Terms and policies.
This Agreement includes, and incorporates by this reference, the policies and guidelines referenced below. BR Performance Services reserves the right to change or revise the terms and conditions of this Agreement at any time by posting any changes or a revised Agreement on this Website. BR Performance Cleaning will alert you that changes, or revisions have been made by indicating on the top of this Agreement the date it was last revised.
The changed or revised Agreement will be effective immediately after it is posted on this Website. Your use of the Website following the posting any such changes or of a revised Agreement will constitute your acceptance of any such changes or revisions.
This Agreement does not alter in any way the terms or conditions of any other written agreement you may have with BR Performance Services for other services. If you do not agree to this Agreement (including any referenced policies or guidelines), please immediately terminate your use of the Website.
Terms of Acceptance
By using this Website, you are granted a limited, non-exclusive, non-transferable right to use the content and materials on the Website in connection with your normal, noncommercial, use of the Website. You may not copy, reproduce, transmit, distribute, or create derivative works of such content or information without express written authorization from BR Performance Cleaning or the applicable third party (if third party content is at issue).
1. Your Account
If you create an account on the Website, you are responsible for maintaining the security of your account, and you are fully responsible for all activities that occur under the account and any other actions taken in connection with the account. You agree to provide and maintain accurate, current and complete information, including your contact information for notices and other communications from us and your payment information. You may not use false or misleading information in connection to your account, or trade on the name or reputation of others, and we may change or remove any information that we consider inappropriate or unlawful, or otherwise likely to expose us to claims of third parties.
You hereby agree that we may take steps to verify the accuracy of information you have provided to us. You are responsible for taking reasonable steps to maintain the confidentiality of your username and password. You must immediately notify BR Performance Cleaning of any unauthorized uses of your information, your account or any other security breaches. We will not be liable for any acts or omissions by you, including any damages of any kind incurred as a result of such acts or omissions.
2. Responsibility of Users of the Website, Products, and/or Services
Your access to, and all of your use of the Website, Products, and/or Services must be lawful and must be in compliance with these Terms. User’s rights under any one or are conditioned upon compliance with each of the following:
(a) the User will not create or Submit anything that is unlawful, pornographic, obscene, defamatory, libelous, threatening, discriminatory, harassing, bullying, vulgar, indecent, profane, hateful, racially, culturally or ethnically offensive, or that encourages criminal conduct, or that gives rise, or potentially gives rise, to civil or criminal liability, or that violates any applicable laws, rules, regulations, or that infringes or violates other parties’ intellectual property rights or links to infringing or unauthorized content;
(b) the User will not embed, re-publish, maintain and/or display any Website content on any website or other Internet location that ordinarily (i) contains or hosts content that is unlawful, pornographic, obscene, defamatory, libelous, threatening, discriminatory, harassing, bullying, vulgar, indecent, profane, hateful, racially, culturally or ethnically offensive, or that encourages criminal conduct, or that gives rise, or potentially gives rise, to civil or criminal liability, or that violates any Applicable Laws, or that infringes or violates other parties’ intellectual property rights or links to infringing or unauthorized content; the User will not send spam, chain letters, or any other unsolicited or unauthorized advertising or promotional materials, or to harass, bully, stalk, harm, or otherwise cause mental or physical distress or injury to anyone, or to defame or disparage someone, or for any other unlawful or objectionable;
(c) the User will not provide false information about him or anyone else (including, without limitation, if and when the User are being asked on the Website to provide accurate information about the User’s age). , and the User will not impersonate or appear to impersonate anyone else or otherwise misrepresent the User’s affiliation with any person or entity;
(d) the User will not use any one or more of the Licenses (and any associated functionality) to collect, obtain, compile, gather, transmit, reproduce, delete, revise, view, display, forward, any material or information, whether personally identifiable or not, posted by or concerning any other User of the Website, unless the User would have obtained prior permission from such User to do so;
(e) the User will not interfere with or disrupt, or attempt to interfere with or disrupt, the operation of the Website (or any parts thereof); the User will abide by all copyright notices, information, restrictions contained in or associated with any of the Website content;
(f) the User will not remove, alter, interfere with or circumvent any of copyright, trademark, watermark, or other proprietary notices marked/displayed on Website content; the User will not remove, alter, interfere with or circumvent any digital rights management mechanism, device or other content protection or access control measure (including, without limitation geo filtering and/or encryption) associated with Website content;
(g) the User will not use bots, spiders, offline readers or other automated systems to access or use the Website in a manner that sends more request messages to the Website’s servers in a given period of time than a human can reasonably produce in the same period by using a conventional Web browser, unless the User is a lawfully operating a public search engine, in which case (subject to BR Performance Cleaning’s full discretion to revoke this exception at any time);
(h) the User will not knowingly transmit any material that contains adware, malware, spyware, software viruses, timebombs, cancelbots, worms, trojan horses, or any other computer code, files, or programs designed to interrupt, destroy, or limit the functionality of any computer software or hardware or telecommunications equipment;
(i) the User will not do anything on the Website that would prevent other Users’ access to or use of the Website or any part thereof; and the User will use the Website and the Licenses at all times in compliance with this Agreement and all Applicable Laws. As a condition of access and use of the Website, the User warrants that he will not use the Website for any purpose that is unlawful or illegal under any law for the time being in force within or outside India or prohibited by this Agreement.
(j) The user is responsible for taking precautions as necessary to protect themselves and their computer systems from viruses, worms, Trojan horses, and other harmful or destructive content. BR Performance Cleaning’s will take reasonable precautions to prevent the transmission of harmful content from its technology systems to your technology systems
3. Copyright Infringement
As BR Performance Services requires others to respect its intellectual property rights, it respects the intellectual property rights of others. If you believe that material located on or linked to by the Website violates your copyright, you are encouraged to notify BR Performance Cleaning. BR Performance Cleaning will, as it is able, respond to all such notices, including as required or appropriate by removing the infringing material or disabling all links to the infringing material. In order to bring infringing material to our attention, you must provide our DMCA Agent with the following information: (a) an electronic or physical signature of the person authorized to act on behalf of the owner of the copyrighted work; (b) an identification of the copyrighted work and the location on the Website of the allegedly infringing work; (c) a written statement that you have a good faith belief that the disputed use is not authorized by the owner, its agent or the law; (d) your name and contact information, including telephone number and email address; and (e) a statement by you that the above information in your notice is accurate and, under penalty of perjury, that you are the copyright owner or authorized to act on the copyright owner’s behalf.
4. Trademarks BR Performance Cleaning and the BR Performance Cleaning logo, and all other trademarks, service marks, graphics and logos used in connection with the Website, Products, and Services, are trademarks or registered trademarks of BR Performance Cleaning or BR Performance Cleaning’s licensors. Other trademarks, service marks, graphics and logos used in connection with the Website, Products, and Services, may be the trademarks of other third parties in which case such license is for the exclusive benefit and use of us unless otherwise stated, or may be the property of their respective owners. Your use of the Website grants you no right or license to reproduce or otherwise use any BR Performance Cleaning or third-party trademarks. Likewise, you grant no right or license to reproduce or otherwise use any of your trademarks, service marks, graphics and/or logos, unless expressly authorized by you.
BR Performance Services reserves the right to terminate your access to the Website if it reasonably believes, in its sole discretion, that you have breached any of the terms and conditions of this Agreement. Following termination, you will not be permitted to use the Website and BR Performance Cleaning may, in its sole discretion and without advance notice to you, cancel any outstanding orders for Products. If your access to the Website is terminated, BR Performance Cleaning reserves the right to exercise whatever means it deems necessary to prevent unauthorized access of the Website. This Agreement will survive indefinitely unless and until BR Performance Cleaning chooses, in its sole discretion and without advance to you, to terminate it.
The configurations and specifications of the Website, including without limitation all content there available, the Services may be amended and/or updated from time to time, at the sole discretion of BR Performance Cleaning. You are bound by any such changes or updates, unless such changes materially diminish the functionality and value of the Website, Products and/or Services.
Limitation of Liability
BR PERFORMANCE SERVICES’S ENTIRE LIABILITY, AND YOUR EXCLUSIVE REMEDY, IN LAW, IN EQUITY, OR OTHERWISE, WITH RESPECT TO THE WEBSITE CONTENT AND PRODUCTS AND/OR FOR ANY BREACH OF THIS AGREEMENT IS SOLELY LIMITED TO THE AMOUNT YOU PAID, LESS SHIPPING AND HANDLING, FOR PRODUCTS PURCHASED VIA THE WEBSITE.
BR PERFORMANCE CLEANING WILL NOT BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES IN CONNECTION WITH THIS AGREEMENT OR THE SERVICES IN ANY MANNER, INCLUDING LIABILITIES RESULTING FROM (1) THE USE OR THE INABILITY TO USE THE WEBSITE CONTENT OR SERVICES; (2) THE COST OF PROCURING SUBSTITUTE CONTENT; (3) ANY TRANSACTIONS ENTERED INTO THROUGH THE WEBSITE; OR (4) ANY LOST PROFITS YOU ALLEGE.
SOME JURISDICTIONS DO NOT ALLOW THE LIMITATION OR EXCLUSION OF LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES SO SOME OF THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU.
Subject to the limitations set forth herein, the Parties agree to defend, indemnify, and hold each other harmless, including its subsidiaries and affiliates, their respective directors, officers, employees or agents, and other representatives, from and against all claims, losses, damages, liabilities, and costs (including but not limited to reasonable attorneys’ fees and court costs), arising out of, relating to or in connection with (i) a material violation of these Terms, or any agreement between the Parties, or (ii) any allegation that any information or material (including any Content) violates any rights of any third party.
You understand and agree that, by using the Products and/or Services, you are solely responsible for any data, including personally identifiable information, collected or processed via our Products and/or Services. You will defend, indemnify, and hold BR Performance Cleaning harmless, without any limitation, for all damages in connection to (alleged) violations of any privacy laws through the use of the Products and/or Services under your account.
Force Majeure. BR Performance Services will not be deemed in default hereunder or held responsible for any cessation, interruption or delay in the performance of its obligations hereunder due to earthquake, flood, fire, storm, natural disaster, act of God, war, terrorism, armed conflict, labor strike, lockout, or boycott.
Cessation of Operation. BR Performance Services may at any time, in its sole discretion and without advance notice to you, cease operation of the Website and distribution of the Products.
Entire Agreement. This Agreement comprises the entire agreement between you and BR Performance Services supersedes any prior agreements pertaining to the subject matter contained herein.
Effect of Waiver. The failure of BR Performance Cleaning to exercise or enforce any right or provision of this Agreement will not constitute a waiver of such right or provision. If any provision of this Agreement is found by a court of competent jurisdiction to be invalid, the parties nevertheless agree that the court should endeavor to give effect to the parties’; intentions as reflected in the provision, and the other provisions of this Agreement remain in full force and effect.
Governing Law; Jurisdiction. This Website originates from California. This Agreement will be governed by the laws of the State of California without regard to its conflict of law principles to the contrary. Neither you nor BR Performance Cleaning will commence or prosecute any suit, proceeding or claim to enforce the provisions of this Agreement, to recover damages for breach of or default of this Agreement, or otherwise arising under or by reason of this Agreement, other than in courts located in State of California. By using this Website or ordering Products, you consent to the jurisdiction and venue of such courts in connection with any action, suit, proceeding or claim arising under or by reason of this Agreement. You hereby waive any right to trial by jury arising out of this Agreement and any related documents.
Statute of Limitation. You agree that regardless of any statute or law to the contrary, any claim or cause of action arising out of or related to use of the Website or Products or this Agreement must be filed within one (1) year after such claim or cause of action arose or be forever barred.
Waiver of Class Action Rights. BY ENTERING INTO THIS AGREEMENT, YOU HEREBY IRREVOCABLY WAIVE ANY RIGHT YOU MAY HAVE TO JOIN CLAIMS WITH THOSE OF OTHER IN THE FORM OF A CLASS ACTION OR SIMILAR PROCEDURAL DEVICE. ANY CLAIMS ARISING OUT OF, RELATING TO, OR CONNECTION WITH THIS AGREEMENT MUST BE ASSERTED INDIVIDUALLY.
Termination. BR Performance Cleaning reserves the right to terminate your access to the Website if it reasonably believes, in its sole discretion, that you have breached any of the terms and conditions of this Agreement. Following termination, you will not be permitted to use the Website and BR Performance Cleaning may, in its sole discretion and without advance notice to you, cancel any outstanding orders for Products. If your access to the Website is terminated. BR Performance Cleaning reserves the right to exercise whatever means it deems necessary to prevent unauthorized access of the Website.
This Agreement will survive indefinitely unless and until BR Performance Cleaning chooses, in its sole discretion and without advance to you, to terminate it.
BY USING THIS WEBSITE OR ORDERING PRODUCTS FROM THIS WEBSITE YOU