Terms of Service

Estimates and scope

Every estimate is personalized and based on the information and photos you share: size, rooms, condition, pets, the service and any add-ons. It isn’t a fixed price for every home.

Before we start, we confirm the service and scope with you. If the condition of the home is materially heavier than described, we’ll stop and talk with you before doing additional work, and the price changes only with your approval. We don’t promise an exact duration before we know the condition and scope.

Add-on services

Add-on services are priced separately and must be approved before we perform them. Light dishes are done only when agreed in advance.

What we don’t do

Our services don’t include:

• Moving heavy furniture or appliances
• Exterior glass or high, inaccessible windows
• Carpet extraction, upholstery cleaning, pressure washing or full-wall washing
• Mold remediation, biohazard, pest-infestation or pet-waste cleanup
• Hoarding or extreme-condition cleaning, construction debris or heavy organizing
• Laundry

Permanent stains, damaged grout or caulk, corrosion, structural mold and severe mineral deposits are not guaranteed to be removable.

Access, safety and pets

You agree to provide safe access to the home at the scheduled time — a key, a code, a lockbox or someone present — and to tell us in advance about fragile or valuable items, restricted areas and special requests.

Please keep anxious or aggressive pets in a separate area and pick up pet waste before we arrive. We may decline or stop a service when conditions are unsafe, including biohazards, infestations, extreme conditions or situations that weren’t disclosed.

Cancellations, rescheduling and lockouts

Cancel or reschedule at least 48 hours before your appointment to avoid a cancellation fee. Cancellations with less than 48 hours’ notice, including same-day cancellations, have a $100 fee. If we cannot access the property at the scheduled time, the visit is treated as a late cancellation. Special situations are reviewed case by case.

Payment

Payment is normally due on the day of service, once the cleaning is complete. Certain jobs may require a 50% deposit, with the remaining 50% due when the work is finished; we confirm any deposit in your estimate before you book. Payment Methods: Debit Card, Zelle, Check, Bank Transfer, Cash App, and Cash. We coordinate payment with you by text, call or email.

Satisfaction guarantee

If you’re not satisfied with an area included in your service, contact us within 24 hours and we’ll return to address it at no additional cost.

Insurance

Golden Pearl Cleaning Services LLC carries liability insurance. A certificate of insurance is available on request for buildings or associations that require one.

Damage

If accidental damage happens during one of our services, we document the situation, inform you promptly and review the appropriate next step for the circumstances. Please tell us within 24 hours. In short-term rentals we also report visible damage left by guests, missing items, unusual conditions, maintenance needs or low supplies when we find them. We don’t promise a fixed reimbursement in advance.

Messages

We contact you about your request and visits through the method you choose: text message, phone call or email. Message and data rates may apply. Reply STOP at any time to stop text messages.

Changes and governing law

We may update these terms; the date at the top shows the current version. Services already confirmed follow the terms in place when you booked. These terms are governed by the laws of the State of North Carolina.

Questions? Contact us using the phone number or email listed on this site.