Acceptance of TruShine Cleaning Terms of Service

By utilizing this website to request our services, clients expressly agree to be bound by the terms and conditions outlined herein. If clients do not consent to these terms and conditions, we kindly request that they refrain from booking services through our platform.

Booking Confirmation

Booking a service online serves as an initial request and does not automatically secure your desired date and time. Our team will promptly confirm your reservation via phone, text, or email.

To reserve your selected cleaning date and time, a non-refundable deposit of $79 will be applied. It's important to note that this deposit is non-refundable; however, it will be deducted from the total cleaning price.

Work Hours

Our standard workdays are from Monday through Friday, with operational hours spanning from 8:00 a.m. to 6:00 p.m. We operate based on a structured schedule and highly recommend selecting a consistent time and weekday for your cleaning. This approach enhances both consistency and convenience for both parties.

Holiday Scheduling

TruShine Cleaning does not conduct cleaning visits on recognized holidays. If your scheduled cleaning day happens to coincide with a holiday, we will promptly get in touch with you to arrange an alternative appointment. Our holiday observance includes the following dates:

• New Year’s Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving
• Day After Thanksgiving – Black Friday
• Christmas Eve
• Christmas
• New Year’s Eve

Inclement Weather Conditions Policy

TruShine Cleaning shall refrain from conducting business operations in instances where inclement weather conditions impede the opening of Prince William County Schools.

Arrival Window and Delays Policy

Scheduling Efficiency

TruShine Cleaning strategically arranges cleaning appointments to optimize operational efficiency, minimize travel time, and uphold cost-effectiveness. While we endeavor to fulfill specific time requests, we regret to inform our valued clients that we cannot guarantee exact arrival times.

Cleaning Day Preparation

Efficient Cleaning Focus

The pricing structure for your cleaning service is established with the expectation that our cleaners can dedicate their entire time to the cleaning process. To facilitate this, we kindly request that you invest a few minutes in tidying up your space. This preparation ensures easy access for our cleaners to focus on designated areas and surfaces such as floors, countertops, tabletops, etc.

Additional Tasks Request

If you wish for our cleaners to undertake additional tasks related to tidying up, please contact our office in advance. This proactive communication allows us to adjust your cleaning fee accordingly to account for the extra time required.

Special or Miscellaneous Projects

We enthusiastically accommodate miscellaneous projects. To discuss and request such services, please contact us via phone, text, or email, enabling us to provide you with a customized pricing quote. We will then coordinate the scheduling of these projects in conjunction with our next available cleaning appointment.


We offer a range of supplementary services, each incurring an additional cost. These services include:

Pets in Home: Indicate the number of birds, cats, and dogs in your residence.
Fridge Cleaning: Please ensure the fridge is empty.
Oven Cleaning: Ensure the oven is empty before cleaning.
Cabinet Cleaning: Cabinets must be empty for cleaning.
Window Cleaning: Interior side only.
Blinds Cleaning: This involves dusting and damp-wiping each individual slat of the blinds.
Tile & Grout Cleaning: This service requires additional time for thorough scrubbing. Occasionally, bleach-containing products may be used. If you are allergic to bleach, we recommend avoiding the area for a couple of hours.
Hand Wash Dishes
Load of Laundry: Includes washing, drying, and folding.
Finish Basement
Same Day / Saturday
Extra Time: Available in 15-minute increments.

Please be advised that these Extras are offered at an additional cost. If you wish to include any of these extras, please inform us in advance to ensure proper scheduling and pricing.

Cancellations Policy

Appointment Reservation

TruShine Cleaning acknowledges the significance of service reliability, as we allocate dedicated time specifically for your benefit. To ensure the smooth operation of our scheduling process, we kindly request that you provide a minimum of 48 hours' notice for any appointment cancellations.

Cancellation Timeline

Cancellation before 48 hours: In the event of a cancellation initiated prior to 48 hours from your scheduled appointment, you shall be entitled to a full refund. This refund will be processed to the credit/debit card on record, which was utilized for securing your deposit.

Cancellation within 48 hours: Should the cancellation occur within 48 hours of your booking, the paid amount will be credited to your account, available for future use at your convenience.

Cancellation Charge Fee

For cancellations with less than 24 hours' notice: For cancellations with less than 24 hours' notice, a cancellation charge fee of $79 will be assessed.

Non-Refundable Cancellation Fees

Please be aware that all cancellation charge fees are non-refundable.

Rescheduling Policy

We understand that unforeseen circumstances may arise, necessitating the need to skip or reschedule a cleaning appointment. Effective communication is of paramount importance in such instances. We kindly request that you contact us immediately via phone, text, or email as soon as a scheduling conflict becomes apparent. In turn, we commit to making every effort to accommodate your rescheduling needs at the earliest available opportunity.

In adherence to this commitment, we pledge to provide the same courtesy when scheduling conflicts arise on our end. To facilitate a smooth and accommodating rescheduling process, we request that you provide us with a minimum of 24-hour notice. When this notice period is met, no $79 cancellation charge fee will be applied.

Sick Policy

Contagious Illness and Cleaning Rescheduling

In the event that you or your children are afflicted by a contagious illness (such as influenza, the common cold, pneumonia, chickenpox, etc.), we kindly request that you contact us immediately via phone, text, or email to reschedule your cleaning appointment. Although our cleaning processes include disinfection, there remains a possibility of germ transmission to subsequent locations or exposure to our cleaning team.

Rescheduling for Health Preservation

To ensure equitable protection for all our valued clients and uphold health and safety standards, we advocate rescheduling cleaning appointments until a full recovery is achieved. It is our shared responsibility to mitigate risks.

Mutual Protection

In the interest of mutual health and well-being, we may also exercise our right to reschedule or call in sick when necessary to protect your family and our team members. This collective approach helps safeguard the welfare of all parties involved.

Unforeseen Circumstances

The nature of our industry is inherently unpredictable, influenced by factors such as traffic congestions, inclement weather, or mechanical disruptions. These variables necessitate the flexibility of scheduling cleaning appointments within a two-hour arrival window throughout the day, between 8:00 a.m. and 6:00 p.m.

We endeavor to adhere to our designated timeframes with the utmost diligence. In the event of unavoidable delays, our commitment remains unwavering in promptly notifying you through phone calls, text messages or emails.

Time Allowance

Our dedicated home cleaning specialists are granted a one-hour window to accommodate variances resulting from traffic conditions, parking challenges, and any unforeseen contingencies.

Skipped Cleaning Policy

In the event of skipped cleanings, our pricing structure is designed to accommodate the specific needs of our clients.

Clients with a cleaning schedule every week: For clients with a cleaning schedule every week, a charge equivalent to our every 2-week rate applies for a single skipped cleaning. In cases of four or more consecutive skipped cleanings, the charge transitions to our one-time cleaning rate.

Clients with a cleaning schedule every 2 weeks: Similarly, for clients on an every 2-week cleaning schedule, a charge equivalent to our every 4-week rate applies for one skipped cleaning. Two or more consecutive skipped cleanings result in a charge equivalent to our one-time cleaning rate.

Clients with a cleaning schedule every 4 weeks: Clients with every 4-week cleaning schedules are subject to our one-time cleaning rate for any skipped cleaning.

This approach considers the additional time required to ensure thorough cleaning during subsequent visits.

Lockout Policy

Accessibility Requirement

The client is responsible for ensuring that the service location is readily accessible to TruShine Cleaning personnel on the designated service day. To facilitate a seamless service experience, it is imperative that the client guarantees unrestricted access to their premises.

Lockout Procedures

In the event that the cleaning team encounters a lockout situation at the client's home, diligent efforts will be undertaken to establish immediate contact with the client to coordinate entry into the premises.

Should contact with the client not be established within 20 minutes from the time of the cleaning team's arrival, the scheduled cleaning will be postponed. In such instances, the client will incur a late cancellation fee of $79. This fee serves as necessary compensation to our employees for unanticipated loss of revenue and travel time.

Preventative Measures

To prevent lockout scenarios and related fees, we strongly advise the client to provide a key, access code, or alternative means of entry to their home. It is essential to ensure that our cleaning team can seamlessly access the client's residence.

Lockout Fee

In circumstances where our team arrives for a scheduled service and is unable to access the client's home due to a lockout, a lockout fee of $79 will be charged.

Alarm System and Access

It is not mandatory for you to be present in your residence during the cleaning service. If your home is equipped with an alarm system, it is imperative that you provide our team with the key code necessary to disarm the alarm upon our arrival and rearm it upon our departure. Additionally, we may require a house key to access the premises if deemed necessary for the completion of our service.

Please be advised that if we have a confirmed appointment and are unable to access the premises, a $79 fee will be applied. This fee compensates for the reserved appointment slot and any inconvenience caused. Your cooperation in ensuring secure access to the property is greatly appreciated.

Key Handling and Security Policy

Client keys are systematically coded and securely stored within a locked cabinet, access to which is restricted solely to the management personnel of TruShine Cleaning.

In the event that a client opts to leave a door unlocked or place a key in an unsecured location, such as beneath a mat or any similar location, for the purpose of facilitating entry for our cleaning personnel, TruShine Cleaning hereby absolves itself of any liability pertaining to potential damages or theft incurred within the client's home.

Upon the termination or cancellation of services, TruShine Cleaning undertakes to return any client key(s) within its possession without undue delay, ensuring delivery no later than 48 hours subsequent to the conclusion of services or on the next business day.

Access and Utility Policy

At TruShine Cleaning, our commitment to delivering exceptional service necessitates certain conditions for access and utilities. To guarantee the effectiveness of our cleaning procedures, we require the following standards:

Full Access to All Areas

All rooms, encompassing bedrooms, living spaces, kitchens, bathrooms, and designated areas, must be accessible to our cleaning team.

Functioning Outlets and Lighting

Each room should be equipped with operational electrical outlets and ample lighting, including both natural light through windows and electrical fixtures.

Availability of Services and Utilities

Uninterrupted access to essential services and utilities is imperative, encompassing:

• Hot and cold water
• Electricity
• Adequate trash bins for efficient waste disposal

Working Water in Kitchens and Bathrooms

Critical areas such as kitchens and bathrooms must have functioning water supply to facilitate thorough cleaning.

Non-Compliance and Cancellation Charge Fee

In the event that the specified conditions outlined in our Access and Utility Policy are not met, our cleaning team reserves the right to discontinue the service. A cancellation charge fee will be applied accordingly.

Adherence to these mandatory conditions ensures a seamless and comprehensive cleaning experience. TruShine Cleaning appreciates your cooperation in upholding these standards, allowing us to consistently provide you with the highest quality service.

Rights to Refuse Service

We reserve the right to deny and/or terminate service under specific circumstances, including but not limited to safety concerns, situations that are inappropriate or uncomfortable, the presence of weapons on the premises, severe clutter, or disconnection of utilities.

Our team members possess the autonomy to opt out of a service appointment upon arrival if they encounter an extremely adverse home condition or feel unsafe or threatened. In cases where an online booking request is deemed unreasonable, such as cleaning up after a large party, the House Cleaning Specialist or House Cleaning Pro may refuse service on the spot. In such instances, the maximum cancellation fee will be applied.

Cleaning Team Policy

Team Composition

TruShine Cleaning consistently assigns teams of two professional cleaners for service appointments. In exceptional cases, when the nature of the work or scheduling demands, additional cleaners may be assigned. Our commitment is to maintain a service continuity that minimizes the rotation of cleaning personnel within your home, all while ensuring our cleaning technicians receive comprehensive cross-training.

Employee Background Verification

All employees engaged by TruShine Cleaning undergo rigorous background screening processes, including comprehensive checks, to uphold the highest standards of security and trust.

Our employees are also subjected to thorough drug testing as a vital component of our selection process.

Integrity and Accountability

You can take solace in the knowledge that our staff exemplifies the utmost integrity and is held to stringent accountability standards.

Employee Safety and Cleaning Exclusions

In prioritizing employee safety, TruShine Cleaning retains the right to withdraw its employees from your home if the environment poses safety risks. In such instances, our cancellation policy will be enforced. It is crucial to underscore that TruShine Cleaning unequivocally does not and cannot undertake the cleaning of hoarding homes or areas containing substances such as animal and human body fluids, blood, feces, urine, vomit, cat litter boxes, bird cages, or excretions. This policy is steadfastly in place to ensure a safe and sanitary working environment for our cleaning professionals.

Non-Solicitation/Direct Hiring of TruShine Cleaning Employees

TruShine Cleaning places considerable emphasis on rigorous training programs and thorough background screenings to ensure the quality of our workforce. Engaging in the direct hiring of our current or former staff, or entertaining offers of employment outside our service, renders you liable for an employment referral fee of $5,000.00. This fee is applicable if you engage in the direct employment, whether legally or on a cash basis, of any individual currently or formerly employed by us within the two years preceding their new engagement.

By availing yourself of our service, you explicitly agree to promptly notify us of any attempts to solicit or accept illegal employment arrangements. Failure to report such activities may result in the addition of attorney fees, legal costs, and miscellaneous expenses incurred during the investigation or collection process. Exchanging contact information with our current or former employees is regarded as a violation of this provision. Engaging in direct, unreported, or inappropriate employment practices is not only in violation of our terms but also illegal. You are hereby informed that TruShine Cleaning is obligated to report any illegal hiring activities. Any implication, complicity, or withholding of knowledge related to such illegal activity is subject to prosecution, both by TruShine Cleaning (when applicable) and under United States federal and local laws. It is essential to recognize that anyone is empowered to report such activities to the appropriate government and judicial authorities, prompting an official investigation.

Cleaning Supplies and Equipment Policy

Provision of Environmentally Friendly Products

TruShine Cleaning diligently offers environmentally friendly, chemical-free cleaning products and the majority of essential equipment necessary for the cleaning process. The client is kindly requested to provide a toilet brush and access to running water to facilitate our service.

Specialty Product Requests

In instances where the client desires the use of specialty cleaning products, such as Simple Green, bleach, stainless steel cleaner, or a sponge mop, we ask that you make these products available and specify your request in your special account instructions.

Standard Equipment and Product Inclusions

Our commitment is to supply all the required equipment and products essential for the comprehensive cleaning of your home. If your preference is to exclusively utilize green cleaning products, we kindly request that you communicate this preference to us prior to the commencement of the service.

Client-Supplied Cleaning Supplies

In cases where the client opts to provide their own cleaning supplies, it is important to note that TruShine Cleaning assumes no liability for any damage incurred in connection with those products. We kindly request that clients who choose to supply their own cleaning chemicals and supplies ensure that these items are readily available to optimize the efficiency of our cleaning service.

Unreachable Areas and Handling of Large or Heavy Items

Pursuant to considerations of safety and liability, TruShine Cleaning strictly prohibits its cleaning professionals from ascending heights greater than that of a step stool or conducting work outside the confines of your residence. Furthermore, our cleaning personnel are not authorized to lift or relocate items exceeding 35 lbs. If you desire cleaning services behind objects of substantial weight, we kindly request that you arrange for their repositioning in advance of the cleaning appointment.

Recurring Price Structure

The application of recurring discounts commences subsequent to the completion of the initial cleaning service. In instances where cleanings are skipped, leading to a frequency lower than the initially established agreement, a proportional adjustment is made. This adjustment ensures that the pricing aligns with the designated rate corresponding to the reduced cleaning frequency. This systematic approach guarantees transparency and accuracy in our pricing structure, maintaining fairness for our valued clients.

Price Adjustment Policy

While relying on our years of expertise, our instant prices may occasionally fall short due to the home's condition being more challenging than anticipated or inaccurate information provided by our online booking form and pricing calculator. TruShine Cleaning is dedicated to promptly notifying clients via phone, text, and email in such cases. It's crucial to recognize that adjustments may be necessary based on the actual condition of the house during the service. In these situations, we retain the authority to modify pricing, charge for cleaning services on an hourly basis, or, if necessary, decline to proceed with the service. To prevent any surprises upon arrival, we proactively communicate if we anticipate the job requiring extra time. If, however, we are unable to reach you, the team must leave, and a cancellation charge fee will be applied.

Parking Costs

The client acknowledges and agrees to be responsible for covering the home cleaning specialist's parking expenses, should such costs be incurred during the provision of services. Such costs shall be automatically added to the final cleaning price.

Rate Change Policy

Rate Evaluation and Adjustments

The estimate provided serves as an initial approximation of service charges. TruShine Cleaning retains the right to periodically assess rates based on the actual time required to meet our clients’ service expectations. We engage in diligent monitoring of cleaning time, commencing from the second cleaning and intermittently thereafter. Should deviations arise between the cleaning time and the original estimate, TruShine Cleaning will initiate communication with the client to explore potential price or service modifications.

Adjustment Scenarios

Client's cleaning rate adjustments may be necessitated during any point of the year in response to variations in the frequency of the client's established service schedule or alterations in the client's home or living circumstances. These adjustments may relate to factors such as home remodeling, changes of address, shifts in the number of occupants, significant additions of furniture, and similar considerations.

Annual Rate Increase Cap

The client's cleaning rate shall be subject to an annual increase, not exceeding 8% of the client's existing rate.

Satisfaction Policy

Our commitment is to your satisfaction. Should you, at any time, find our service falls short of complete satisfaction, please contact us immediately via phone, text, or email. We are dedicated to resolving your concerns to the best of our ability.

While we strive for excellence, certain cleaning tasks, such as mini-blind, grout, chandelier, or vaulted ceiling fan cleaning, may not guarantee specific results. Mold remediation falls beyond our scope of service, and TruShine Cleaning cannot assume liability for any mold-related risks in clients’ homes. Additionally, we do not take responsibility for the restoration of severely worn, stained, or mildewed caulking and grout.


In the event of dissatisfaction with our service, please notify us immediately within 24 hours, allowing TruShine Cleaning the opportunity to address and rectify the issue. While we do not provide refunds or discounts, we stand behind the quality of our service and commit to resolving any concerns by improving our cleaning processes. Re-cleans will be carried out by the same home cleaning specialist(s) unless scheduling conflicts arise, and requests for re-cleans must be made within the initial 72 hours of the cleaning. If you observe any oversight while the cleaner is still on-site, please communicate it directly for immediate attention or contact our office before the cleaner concludes the service.

Pet Policy

We are more than happy to accommodate homes with pets. However, to ensure cleaning efficiency and safety, we kindly request that indoor pet activity be limited during the cleaning process. If your pet displays signs of anxiety or poses a safety concern, TruShine Cleaning reserves the right to temporarily relocate our team members from your home.

Our employees are trained not to enter a house if they perceive an animal as a potential threat, recognizing that pet behavior can vary in the absence of a family member. Should an employee need to depart your home before the cleaning is completed, TruShine Cleaning will apply a pro-rated charge based on the work performed. In cases where the removal of our cleaning specialist/cleaner is necessitated by aggressive pets, our standard cancellation policy will be applicable.

Valuables Policy

Protection of Heirlooms and Collectibles

To ensure the utmost care of your valuable heirlooms and collectibles, we kindly request that you take the necessary measures to securely store these items before the scheduled cleaning appointment.

Fragile Item Handling Instructions

In addition, we encourage clients to provide specific guidance on the handling and care of fragile items by including detailed instructions in the comments & special instructions notes. Your input is invaluable in safeguarding the condition of your treasured possessions.

Breakage/Damage and Loss Policy

While instances of breakage or damage during our cleaning procedures are infrequent, the potential exists. Our cleaning staff exercises reasonable care, and we carry insurance to address damage or breakage caused by our cleaners.

We want to emphasize that we are not liable for damage resulting from normal wear and tear, improper installation of items in your home, or for artwork, collectibles, or family heirlooms not disclosed during the booking process. These items, though not limited to, include:

Artwork, Collectibles & Family Heirlooms: These items are not only expensive but also irreplaceable. We urge clients to identify and bring attention to such items before the initiation of our services. Additionally, please provide specific instructions on how you would like our team to handle these fragile items and outline any special care requirements. This proactive communication ensures that our cleaning procedures align with your expectations and safeguard these valued possessions.

In the unfortunate event of breakage, loss, or damage, clients are required to notify us within 24 hours. We aim to attempt identical replacements, although it cannot be guaranteed. To facilitate the resolution process, clients must provide images of the damage both before and after cleaning, along with evidence that the damages occurred during the cleaning session.

Claims must be submitted within 24 hours of the cleaning, and if we do not receive a response within 30 days, we will assume the matter is resolved. It's important to note that identical replacement attempts are made but not guaranteed.

TruShine Cleaning recommends storing and refraining from cleaning irreplaceable items, whether valued monetarily or sentimentally. We explicitly disclaim responsibility for the breakage of such irreplaceable items. We are also not liable for damage resulting from faulty or improper installations.

Assumptions are made regarding sealed surfaces and protected legs of furniture; however, specific requests, such as cleaning inside a hutch/china cabinet or washing dishes, release TruShine Cleaning and its employees from responsibility for any resulting damage to articles or components.

Use of Client’s Vacuum

If you request that we use your vacuum, TruShine Cleaning will not assume or accept any liability for damage to the unit. As we are not responsible for the maintenance of the vacuum, we will not be liable for any needed repairs. It is important to note that if the vacuum is not in working order when we arrive to clean your home, we will be unable to perform any vacuuming on carpet and hard floor surfaces.

Payment Terms

To secure your chosen cleaning date and time, a deposit of $70 will be imposed. Upon scheduling your cleaning appointment, whether through our online platform or by phone, you are required to provide a valid credit/debit card to secure the appointment slot. A temporary hold will be placed on the card 24 hours before your scheduled appointment. Upon the successful completion of your cleaning appointment, your credit/debit card will be charged.

Payment by credit/debit card is the preferred method due to its security and the electronic audit trail it generates for your financial records. While we also accept payment in cash and checks, we insist that such payment is received in full prior to the commencement of your cleaning appointment. Please note that cleaning services will not be initiated until cash or check payment is tendered.

If you choose to make payment by check, please ensure it is made payable to "TruShine Cleaning." In the event of a returned check for any reason, an additional charge of $35.00 per returned check will be applied.

Additionally, we offer alternative payment methods, including PayPal, Venmo, and Zelle.

Kindly be aware that a valid credit/debit card must be on file to secure your cleaning appointment.

Refund Policy

TruShine Cleaning adheres to a no-refund policy. While we strive to deliver impeccable service, recognizing our fallibility as humans, we acknowledge that occasional oversights may occur. In such instances, please contact us via phone, text, or email within 24 hours, and we will promptly address and rectify any errors at no additional charge.


While it is not obligatory to tip our professionals, acknowledging a job well done through gratuity is always appreciated.

Governing Law

Jurisdiction and Applicable Law

Any legal claim or dispute arising in connection with TruShine Cleaning shall be subject to the jurisdiction of the State of Virginia. Such matters shall be governed and construed in accordance with the laws of the State of Virginia, without regard to its conflict of law provisions.


Terms of Use Amendments

TruShine Cleaning reserves the right to make revisions to the terms of use for its website at any given time, without prior notice. Users of this website are advised to review the Terms of Service periodically. Continued use of the website constitutes acceptance and agreement to abide by the terms and conditions outlined in the most recent version of the Terms of Service.

Last updated on: 01/01/2024