ONIX CLEANING SERVICES — TERMS OF SERVICE

Effective Date: September 8, 2025
Version: 2.0

Welcome to Onix Cleaning Services

Thank you for choosing Onix Cleaning Services. We’re committed to providing exceptional house cleaning services throughout the Greater Boston area while maintaining transparent, fair business practices.

These Terms of Service outline our mutual responsibilities and help ensure a positive service experience for everyone.

Quick Summary of Key Points

Service Commitment: Professional, insured cleaning teams with satisfaction standards
Payment: Clear pricing with secure payment processing
Scheduling: 24-hour cancellation policy for regular services
Liability: Reasonable limitations with insurance coverage
Communication: Open dialogue for service improvements
Safety: Mutual respect and safe working conditions

SECTION 1: OUR SERVICE AGREEMENT

1.1 Our Commitment to You

When you book our services, we promise to:

Provide trained, background-checked, and insured cleaning professionals
Deliver services with care and attention to detail
Respect your home, privacy, and property
Maintain open, professional communication
Address concerns promptly and fairly
Carry comprehensive general liability insurance

1.2 Your Role in Our Partnership

To ensure excellent service, we ask that you:

Provide accurate information about your service needs
Ensure safe access to your property
Secure valuables and fragile items before service
Communicate any special instructions or concerns
Treat our team members with professional respect
Provide timely payment for services rendered

1.3 Governing Law

This agreement is governed by Massachusetts law. Any disputes will be resolved in Massachusetts courts or through arbitration as detailed in Section 8.

SECTION 2: SERVICE DETAILS

2.1 What’s Included

Our standard cleaning services include:

Dusting and surface cleaning
Vacuuming and floor care
Kitchen and bathroom cleaning
Trash removal to designated areas
Basic organization and tidying

2.2 Service Limitations

For safety and insurance reasons, we cannot:

Clean at heights requiring ladders over 6 feet
Handle biohazardous materials
Perform pest control or mold remediation
Move heavy furniture (over 40 pounds)
Provide childcare or pet care
Perform repairs or maintenance
Handle hazardous chemicals beyond standard cleaning products

2.3 Special Services

Deep cleaning, move-out cleaning, and post-construction cleaning are available at additional rates. These services must be specifically requested and quoted.

SECTION 3: SCHEDULING & ACCESS

3.1 Booking Your Service

Services can be scheduled through:

Our website at www.onixcleaning.com
Phone at 617-766-1835
Email at Info@OnixCleaning.com

3.2 Service Windows

We provide estimated arrival windows. While we strive for punctuality, factors like traffic, weather, and previous appointments may affect exact timing. We’ll notify you of any delays exceeding 30 minutes.

3.3 Property Access

You may provide access through:

Being present during service
Providing keys or access codes
Using lockbox systems
Other mutually agreed arrangements

All access information is kept strictly confidential and secure.

3.4 Cancellation Policy

Regular Service: 24-hour notice required for no charge
Same-Day Cancellation: $50 cancellation fee
No-Show (no access provided): $50 of service fee

SECTION 4: PRICING & PAYMENT

4.1 Transparent Pricing

All prices are clearly communicated before service
Quotes are valid for 7 days
Additional services require prior approval
Sales tax added where applicable

4.2 Payment Methods

We accept:

Zelle & Venmo transfers
Credit/debit cards (Visa, Mastercard, Amex, Discover)
ACH bank transfers
Cash or check (arranged in advance)

4.3 Payment Terms

Payment is due upon service completion
Recurring services may be set up for automatic payment
Past due accounts incur 1.5% monthly interest after 30 days
Returned payments incur a $35 processing fee

4.4 Satisfaction Guarantee

If you’re not satisfied with your service, contact us within 24 hours. We’ll either:

Return to address specific concerns at no charge
Provide a credit for the unsatisfactory portion
Work with you to find a fair resolution

SECTION 5: PROPERTY PROTECTION & LIABILITY

5.1 Our Insurance Coverage

We maintain:

General liability insurance of $1,000,000
Workers’ compensation coverage
Property damage protection

5.2 Reasonable Liability Limitations

While we take great care in our work, our liability for any incident is limited to:

Property damage: The lesser of repair cost or actual cash value, not exceeding $1,000 per incident
Service issues: The cost of the affected service
Maximum annual liability: $2,500 per customer

These limitations don’t apply to gross negligence or intentional misconduct.

5.3 Items Requiring Special Care

Please inform us about:

Antiques or irreplaceable items
Artwork or collectibles
Special surface requirements
Recent renovations or repairs
Security systems or cameras

5.4 Customer Responsibilities

We recommend you:

Secure or store valuable items
Inform us of any hazards or special circumstances
Maintain appropriate homeowner’s/renter’s insurance
Report any concerns within 24 hours of service

SECTION 6: SAFETY & PROFESSIONAL STANDARDS

6.1 Mutual Safety Commitment

We maintain a zero-tolerance policy for:

Violence or threats
Harassment or discrimination
Illegal activities
Unsafe working conditions

6.2 Service Suspension

We may suspend service if:

Safety hazards are present (exposed wiring, structural issues)
Aggressive animals are unsecured
Illegal activities are suspected
Harassment of team members occurs
Extreme unsanitary conditions exist

In such cases, we’ll attempt to resolve the issue before permanent termination.

6.3 Professional Boundaries

Our team members cannot:

Accept personal gifts over $100 in value
Provide personal services outside our scope
Share customer information
Engage in personal relationships with customers

SECTION 7: COMMUNICATION & QUALITY

7.1 Quality Assurance

We maintain service quality through:

Regular team training
Periodic quality checks
Customer feedback reviews
Continuous improvement processes

7.2 Inspection Windows

If you’re present: Please inspect before our team leaves
If you’re absent: You have 24 hours to report any concerns
After 24 hours, service is considered satisfactory

7.3 Feedback & Concerns

Phone: 617-766-1835
Email: Info@OnixCleaning.com
Portal: Customer login at website

We’ll respond within one business day.

SECTION 8: DISPUTE RESOLUTION

8.1 Good Faith Resolution

We commit to working with you in good faith to resolve any concerns. Most issues can be resolved through direct communication.

8.2 Mediation

If we can’t resolve a dispute directly, either party may request mediation through the American Arbitration Association before pursuing other remedies.

8.3 Arbitration

Disputes not resolved through mediation will be settled by binding arbitration under AAA Consumer Rules. Arbitration will occur in Boston, Massachusetts.

8.4 Small Claims Exception

Either party may pursue claims in small claims court for disputes within that court’s jurisdiction.

8.5 Time Limitations

All claims must be brought within:

Service issues: 3 days
Property damage: 30 days
All other claims: 3 months

SECTION 9: PRIVACY & DATA PROTECTION

9.1 Information Security

We protect your information through:

Encrypted payment processing
Secure data storage
Limited access controls
Regular security updates

9.2 Privacy Commitment

Your information is:

Used only for service delivery
Never sold to third parties
Shared only with essential service providers
Protected under our Privacy Policy

9.3 Photos & Visual Documentation

Photos may be taken only for quality assurance, service verification, or insurance claims.
We avoid capturing faces, personal documents, safes, or medicine cabinets. If unavoidable, images are cropped or blurred.
You may request no photos be taken at any time, and we will honor your request.
Routine photos are deleted after 180 days; dispute-related photos are kept until resolved plus 6 months. On request, we delete photos within 48 hours and confirm deletion.

SECTION 10: GENERAL PROVISIONS

10.1 Modifications

We may update these terms with 30 days’ notice via email or website posting. Continued use after changes constitutes acceptance.

10.2 Assignment

We may assign our rights under this agreement to a successor company. You may not assign your rights without our written consent.

10.3 Severability

If any provision is found invalid, the remainder of these terms continue in full effect.

10.4 Entire Agreement

These terms, along with our Privacy Policy and any signed service agreements, constitute our entire agreement.

10.5 Massachusetts Compliance

We comply with all applicable Massachusetts laws including:

M.G.L. Chapter 93A (Consumer Protection)
201 CMR 17.00 (Data Security)
State wage and hour laws
Local licensing requirements

SECTION 11: CONTACT INFORMATION

Onix Cleaning Services, LLC
451 D Street
Boston, MA 02210

Customer Service: Info@OnixCleaning.com
Phone: 617-766-1835
Website: www.onixcleaning.com

Business Hours:
Monday-Saturday: 8:00 AM – 10:00 PM
Sunday: 9:00 AM – 5:00 PM

Acknowledgment

By using our services, you acknowledge that you’ve read and understood these terms. We look forward to serving you and maintaining your home’s cleanliness with professionalism and care.

Thank you for choosing Onix Cleaning Services!