Close 2 Clean is a sole proprietorship owned and operated by Anastasiia Serzhantova (“I,” “me,” “my,” or the “Company”). These Terms of Service (“Terms”) constitute a legally binding agreement between you (“Client,” “you,” or “your”) and me, governing your use of close2clean.com (the “Site”), any quote or booking tools on the Site, and all residential home-cleaning services I perform in Charlotte, NC and surrounding areas (collectively, the “Services”).

Last updated: July 13, 2026

1. Agreement to Terms

By requesting a quote, submitting a booking form, scheduling a cleaning, accepting a scheduled appointment, granting me access to your home, or otherwise using the Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and any policies referenced herein. If you do not agree to these Terms, you must not book, schedule, or accept the Services.

If you are booking on behalf of a household, property owner, property manager, landlord, or other third party, you represent that you have the authority to bind that party to these Terms and to authorize my access to and performance of Services at the property.

These Terms apply to every booking, whether made through the Site, by phone, by text, by email, or in person, and apply equally to one-time appointments and recurring service plans unless expressly modified by me in a signed writing.

2. Services Provided

I provide residential home-cleaning services only. Services are not intended for, and I do not provide, commercial, industrial, medical, construction, or new-construction cleaning unless separately and expressly agreed to in writing. Services offered may include, without limitation:

Recurring standard residential cleaning (weekly, bi-weekly, monthly, or custom-frequency plans)
Move-in / move-out cleaning
Airbnb and short-term-rental turnover cleaning
Add-on services, which may include interior oven cleaning, interior refrigerator cleaning, interior window cleaning, bathroom detailing, kitchen detailing, laundry services, and organization services

The specific scope of work for any appointment is limited to the tasks and areas described in the applicable quote, booking confirmation, or service plan. Any service, area, or task not identified in the booking is outside the scope of the engagement unless added in advance and, where applicable, for additional charge. I reserve the right to add, discontinue, rename, or modify the services I offer at any time.

3. Estimates, Quotes & Pricing

3.1 Estimates Are Non-Binding

Any price, quote, or estimate generated through the Site’s calculator or quote form, or communicated by phone, text, email, or in person prior to an in-person inspection of the property, is an ESTIMATE ONLY and does not constitute a fixed or guaranteed price. Estimates are based solely on the information you provide (such as square footage, number of bedrooms/bathrooms, and general condition) and are necessarily approximate.

3.2 Price Adjustments

I reserve the right to adjust the final price — before, at the start of, or during an appointment — based on factors discovered upon inspection or during service, including but not limited to:

Actual square footage, layout, or number of rooms that differs from the information provided
Condition of the home, including buildup of dirt, grime, pet hair, or debris beyond normal upkeep
Clutter, excess belongings, or items obstructing cleanable surfaces
Presence of pets and pet-related cleaning needs
Number of occupants or level of daily household activity
Requests for additional tasks, rooms, or add-on services not included in the original quote

Where the condition of the home materially exceeds what was represented at the time of the quote, I may, at my sole discretion: (a) charge an adjusted price for the same appointment, provided the Client is notified before work proceeds beyond a reasonable inspection period; (b) perform only the portion of work achievable within the originally quoted time or price; or (c) decline to perform the Services and treat the appointment as cancelled, subject to the cancellation and lockout provisions of Section 5.

3.3 Right to Decline

I reserve the right, in my sole discretion, to decline or refuse to provide a quote, booking, or Services to any prospective or existing Client for any lawful reason, including a property’s condition, location, safety concerns, or prior account history.

4. Scheduling, Access & Entry

4.1 Arrival Windows

Appointment times I provide are arrival windows, not guaranteed exact times. Actual arrival may vary due to traffic, a prior appointment running long, weather, illness, or other factors reasonably beyond my control. I will make commercially reasonable efforts to notify the Client of significant delays.

4.2 Client-Provided Access

The Client is solely responsible for providing me with safe, reliable, and lawful access to the property for the full scheduled duration of the appointment. Acceptable access arrangements include, without limitation: the Client or an authorized adult being present, a key or lockbox provided to me, a garage or keypad code, or a smart-lock code. The Client must ensure any access method provided is accurate, current, and functioning.

4.3 Failed Access

If I am unable to access the property at the scheduled time through no fault of my own — including a locked door, non-functioning code, absent Client with no alternate access arrangement, or unsafe conditions preventing entry — the appointment will be treated as a lockout and the lockout fee described in Section 5 will apply. I am not obligated to wait beyond a reasonable period (typically fifteen (15) minutes) before treating the appointment as a lockout and departing.

5. Cancellation, Rescheduling & Lockout Policy

5.1 Notice Required

I require at least forty-eight (48) hours’ advance notice to cancel or reschedule any appointment without charge. Notice may be given by phone, text, or email to the contact information in Section 23.

5.2 Late Cancellation and Short-Notice Fees

Cancellations or reschedule requests made with less than forty-eight (48) hours’ notice, and cancellations made on the day of service, are subject to a late-cancellation fee of up to fifty percent (50%) of the quoted price for the appointment. No-shows, where the Client fails to provide notice of cancellation at all, and lockouts under Section 4.3, are subject to a fee of up to one hundred percent (100%) of the quoted price for the appointment.

5.3 Recurring Service Plans

Clients on a recurring service plan who wish to cancel the recurring arrangement entirely should provide at least fourteen (14) days’ written notice. Skipping or repeatedly rescheduling recurring appointments may result in the Client’s recurring rate being adjusted to my then-current standard (non-recurring) rate, as cleaning frequency directly affects the time and effort required per visit.

5.4 Changes Initiated By Me

I will make reasonable efforts to provide advance notice if I must reschedule or cancel an appointment due to illness, weather, emergencies, or other circumstances, and will work with the Client to find a reasonable alternative time. Rescheduling initiated by me under this Section does not entitle the Client to any fee, credit, or damages beyond rescheduling the Services.

6. Payment Terms

6.1 Accepted Payment Methods

Payment for Services is made offline and is currently accepted via Zelle or cash only. I do not store or process credit card or bank account information through the Site.

6.2 Timing of Payment

Unless otherwise agreed in writing, payment is due at the time of service or immediately upon completion of the appointment. For recurring service plans, payment is due at or immediately following each individual visit unless an alternate billing arrangement has been agreed to in writing.

6.3 Late or Non-Payment

Payments not received within three (3) days of the completed appointment are considered late and may be subject to a late fee of the greater of $25 or five percent (5%) of the invoiced amount, plus any applicable fees I incur in connection with a returned, failed, reversed, or disputed payment. I reserve the right to suspend or refuse future Services, including cancelling any scheduled or recurring appointments, for any account with an outstanding balance, until the balance is paid in full.

6.4 No Deduction or Setoff

The Client may not withhold, reduce, or set off payment based on a dissatisfaction claim; the exclusive remedy for dissatisfaction with the quality of Services is the satisfaction guarantee and re-clean process described in Section 7.

7. Satisfaction Guarantee & Re-Clean Policy

I want every Client to be satisfied with the Services performed. To that end, I offer the following satisfaction guarantee, which is provided IN LIEU OF ANY REFUND, PRICE ADJUSTMENT, CREDIT, OR OTHER REMEDY for concerns about the quality or completeness of cleaning, except as otherwise expressly stated in these Terms.

7.1 How to Report a Concern

If you are not satisfied with any specific area or task performed during an appointment, you must notify me within twenty-four (24) hours of the completion of that appointment, describing the specific area(s) of concern with reasonable detail (photos are encouraged). Concerns reported after the 24-hour window may not be eligible for a re-clean at my discretion, as cleaning quality naturally degrades with continued household use.

7.2 Sole and Exclusive Remedy

Upon receiving a timely and valid report under Section 7.1, my sole obligation, and the Client’s SOLE AND EXCLUSIVE REMEDY, is for me to return to the property, at a mutually convenient time within a reasonable period, to re-clean the specific area(s) identified. I do not offer cash refunds, partial refunds, credits, or discounts as a remedy for dissatisfaction with the quality of Services, except where required by applicable law or expressly agreed to by me in writing.

7.3 Limitations on the Guarantee

This satisfaction guarantee does not apply to: (a) tasks, rooms, or items outside the originally agreed scope of work; (b) conditions excluded under Section 9; (c) normal wear, pre-existing conditions, or issues unrelated to my work; (d) appointments where full or safe access was not provided; or (e) situations where the Client has already engaged a third party to address the same concern. The guarantee is personal to the Client who booked the Services and is not transferable.

8. Client Responsibilities

To allow me to perform the Services safely and effectively, the Client agrees to:

Secure or remove all cash, jewelry, firearms, medications, important documents, and other valuables, and all irreplaceable, sentimental, antique, or fragile items, prior to each appointment
Disclose, in advance, any known hazards at the property, including structural issues, exposed wiring, unstable flooring or furniture, mold, pests, aggressive animals, or health/safety concerns affecting anyone present
Ensure working utilities are available as needed for the Services, including running water, electricity, and, where applicable, a functioning vacuum outlet or trash removal access
Reasonably declutter and pick up personal items, toys, clothing, and papers from surfaces and floors so that cleaning can be performed as quoted; excess clutter may result in a price adjustment under Section 3 or reduced scope of work
Secure pets in a safe location away from me and my cleaning products, or otherwise inform me in advance of pets on the property
Provide a safe working environment, including a home that is reasonably free of illegal substances, weapons left in the open, biohazards, and abusive or unsafe individuals
Promptly pay for Services in accordance with Section 6

I am not responsible for any loss, damage, or harm arising from the Client’s failure to fulfill the responsibilities in this Section, including damage to, loss of, or theft of items that were not secured, removed, or disclosed as required above.

9. Items and Conditions I Do Not Clean (Exclusions)

For safety, health, and liability reasons, the Services do not include, and I reserve the right to refuse to clean or to immediately stop work involving, any of the following:

Biohazards, bodily fluids, blood, feces, urine, vomit, or other hazardous or infectious materials
Hoarding-level conditions, extreme filth, or homes requiring sanitation or restoration-level remediation rather than routine cleaning
Mold, mildew remediation, or water/fire damage restoration
Pest, rodent, or insect infestations (including bed bugs, roaches, fleas, or rodents)
High or exterior areas, or any task requiring a ladder higher than approximately two (2) steps, working at height, or exterior window/gutter/roof work
Heavy lifting, moving furniture or major appliances, or rearranging heavy items
Cleaning of chandeliers, ceiling fixtures, or fragile hanging fixtures above safe reach
Handling, moving, or cleaning around firearms, ammunition, or weapons
Illegal drugs, drug paraphernalia, or related residue
Any condition I reasonably determine to present a health, safety, or liability risk to me

If such conditions are discovered on arrival or during an appointment, I may decline to begin the affected task, stop work already in progress, adjust the price to reflect the reduced scope, or leave the property, and the cancellation/lockout provisions of Section 5 may apply if the condition prevents the appointment from proceeding as scheduled. Identifying these conditions in advance helps me plan appropriately; the Client should disclose known conditions of this kind before booking.

10. Damage, Breakage & Loss Policy

10.1 Reporting Requirement

Any suspected damage, breakage, or loss allegedly caused by me must be reported in writing within forty-eight (48) hours of the appointment during which it allegedly occurred, to the contact information in Section 23, with a description of the item and, where possible, photographs. Claims reported after this 48-hour window will not be honored, as the passage of time makes it increasingly difficult to verify the cause, timing, and pre-existing condition of any item.

10.2 What Is Not Covered

I am not responsible or liable for:

Pre-existing damage, defects, or normal wear and tear present before the appointment
Items that were improperly hung, mounted, installed, or otherwise unstable prior to cleaning (including but not limited to pictures, mirrors, curtain rods, or shelving)
Items that were not properly secured, stored, or disclosed by the Client as required under Section 8
Damage resulting from a defective, aged, deteriorating, or improperly maintained item that could not reasonably have been anticipated (e.g., an already-weakened seal, hinge, or fixture)
Ordinary wear consistent with routine cleaning (such as minor fading or wear on high-touch surfaces)
Damage to items excluded from coverage under this Section or that the Client was instructed not to leave out under Section 8

10.3 Claim Handling

For a timely and valid claim, I will investigate in good faith and, at my sole option, may: (a) repair the item; (b) replace the item with one of comparable kind and quality; or (c) reimburse the Client for the item’s fair market (depreciated) value, not its replacement or sentimental value. Any payment made under this Section is subject to, and counted toward, the liability cap in Section 11. I must be given a reasonable opportunity to inspect the alleged damage before any repair, replacement, or disposal by the Client or a third party; failure to allow inspection may void the claim.

11. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, MY TOTAL AGGREGATE LIABILITY TO THE CLIENT FOR ANY AND ALL CLAIMS ARISING OUT OF OR RELATING TO THE SERVICES, THIS AGREEMENT, OR MY ACTS OR OMISSIONS — WHETHER BASED IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY, OR ANY OTHER LEGAL THEORY — SHALL NOT EXCEED THE TOTAL AMOUNT ACTUALLY PAID BY THE CLIENT TO ME FOR THE SPECIFIC APPOINTMENT OR SERVICE GIVING RISE TO THE CLAIM.

IN NO EVENT SHALL I, OR ANY CONTRACTOR OR AGENT ACTING ON MY BEHALF, BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY, OR PUNITIVE DAMAGES OF ANY KIND, INCLUDING BUT NOT LIMITED TO LOSS OF USE, LOSS OF INCOME, LOSS OF BOOKINGS OR RENTAL REVENUE (INCLUDING FOR AIRBNB/SHORT-TERM-RENTAL TURNOVERS), LOSS OF DATA, EMOTIONAL DISTRESS, OR LOSS OF SENTIMENTAL VALUE, EVEN IF I HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

This limitation applies regardless of the number of claims and is a fundamental basis of the bargain between the parties; the pricing of the Services reflects and relies on this limitation. Some jurisdictions do not allow certain limitations on liability, so portions of this Section may not apply to the extent prohibited by law, in which case the limitation shall apply to the maximum extent permitted.

12. Disclaimer of Warranties

THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY. To the fullest extent permitted by applicable law, I disclaim all implied warranties, including the implied warranties of merchantability, fitness for a particular purpose, and non-infringement. I do not warrant that the Services will meet every subjective expectation, that any particular stain, odor, or buildup will be fully removed, or that the Site or any online quote tool will be uninterrupted, error-free, or perfectly accurate. No advice or information, whether oral or written, obtained from me or through the Site creates any warranty not expressly stated in these Terms.

13. Indemnification

The Client agrees to indemnify, defend, and hold harmless me, and any contractor or agent assisting me, from and against any and all claims, demands, losses, liabilities, damages, costs, and expenses (including reasonable attorneys’ fees) arising out of or related to: (a) the Client’s breach of these Terms; (b) unsafe, hazardous, or undisclosed conditions at the property; (c) any misrepresentation made by the Client regarding the property, its condition, or the Client’s authority to book Services; (d) injury to any third party (including household members, guests, tenants, or short-term-rental guests) occurring at the property in connection with the Client’s use of the Services; and (e) any claim brought by a third party (including a landlord, property manager, homeowners’ association, or guest) arising from the Client’s use of the Services. This obligation survives the completion or termination of the Services.

14. Insurance

I carry commercial general liability insurance applicable to my residential cleaning operations, and I am bonded. Any claim relating to alleged damage, loss, or injury arising from the Services is subject to these Terms, including the reporting windows in Sections 7 and 10 and the liability cap in Section 11, and, where applicable, to the claims-handling process of my insurance carrier. Carrying insurance and a bond does not expand, waive, or otherwise modify the limitations, exclusions, or caps set forth elsewhere in these Terms, and does not constitute a guarantee that any particular claim will be covered, approved, or paid by the carrier or bonding company.

15. Non-Solicitation

I currently perform all cleaning services personally, as a sole proprietor, with no employees or staff. If I ever engage an assistant, helper, or subcontractor to help on your job, the Client agrees not to directly hire or engage that individual to perform cleaning or related household services outside of Close 2 Clean’s own booking process for a period of twenty-four (24) months following the date that individual last performed work at the Client’s property.

If the Client breaches this Section, the Client agrees to pay a reasonable placement fee of $2,500 per individual hired or engaged in violation of this Section, reflecting the reasonable cost of finding, vetting, and training a replacement. This Section does not apply, and no fee is owed, for any period during which I am operating solo with no assistants or subcontractors on your job, and it may be waived with my prior written consent.

16. Keys, Alarm Codes & Property Access

Where the Client provides a key, garage code, keypad code, smart-lock code, lockbox, or alarm/security-system code or instructions, I will take reasonable care to keep such access information and devices confidential and secure. The Client is responsible for providing accurate, current, and complete instructions for any alarm or security system, including arming/disarming codes and any special sequences.

I am not liable for false alarms, alarm-monitoring fees, fines, dispatch charges, or any other consequence arising from the Client’s provision of incorrect, incomplete, or outdated alarm codes or instructions, or from an alarm system malfunction unrelated to my actions. If a key is lost due to my negligence, my responsibility is limited, at my option, to reimbursing the reasonable cost of a standard rekey or lock/key replacement for the affected lock(s), subject to the liability cap in Section 11.

17. Photographs & Marketing

I may take before-and-after photographs or videos of the work performed (such as cleaned rooms, surfaces, or specific tasks) for quality control, training, and marketing purposes, including use on the Site, social media, and promotional materials. I will not include images of people, personal documents, or other clearly identifying personal information without the Client’s separate consent. If the Client does not want images from their property used for marketing purposes, the Client may opt out at any time by notifying me using the contact information in Section 23; I will make reasonable efforts to honor opt-out requests for future use, but am not obligated to remove previously published materials retroactively.

18. Independent Judgment; Supplies & Equipment

I exercise independent professional judgment regarding cleaning methods, products, and sequencing based on my training and experience; nothing in these Terms or in any communication with me constitutes professional advice (including but not limited to health, safety, structural, mold, pest, or legal advice), and the Client should consult an appropriately licensed professional for such matters. Unless otherwise agreed in writing, I provide my own standard cleaning supplies and equipment. If the Client requests the use of specific Client-provided products or equipment, the Client does so at their own risk, and I am not responsible for the performance of, or any damage caused by, such Client-provided products or equipment, including damage to surfaces resulting from a product’s chemical composition.

19. Right to Refuse or Terminate Service

I reserve the right to refuse to begin, to pause, or to immediately terminate Services, without liability, if: the property presents unsafe or hazardous conditions; the Client, a household member, a guest, or a pet engages in abusive, threatening, harassing, discriminatory, or unsafe conduct toward me; the Client has an outstanding balance or history of non-payment; the property’s condition falls under Section 9; or continuing the Services would, in my reasonable judgment, expose me to unreasonable risk. Where an appointment is terminated early under this Section for reasons attributable to the Client or the property, the Client remains responsible for payment for time worked and, where applicable, the fees described in Section 5.

20. Force Majeure

I am not liable for any failure or delay in performing the Services caused by events beyond my reasonable control, including but not limited to acts of God, severe weather, natural disaster, fire, illness or injury, pandemic or public health emergency, government order, road closures, or utility outages. In such circumstances, I will make reasonable efforts to notify the Client and to reschedule affected appointments as soon as reasonably practicable.

21. Dispute Resolution

21.1 Informal Resolution First

Before initiating any formal proceeding, the parties agree to first attempt in good faith to resolve any dispute informally by contacting the other party and describing the dispute, allowing at least thirty (30) days for informal resolution.

21.2 Binding Arbitration

EXCEPT FOR CLAIMS ELIGIBLE FOR SMALL CLAIMS COURT AS DESCRIBED BELOW, YOU AND I AGREE THAT ANY DISPUTE, CLAIM, OR CONTROVERSY ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICES SHALL BE RESOLVED THROUGH FINAL AND BINDING ARBITRATION, rather than in court, in accordance with the North Carolina Revised Uniform Arbitration Act. Arbitration shall be conducted by a single neutral arbitrator, in or near Mecklenburg County, North Carolina (or by videoconference where mutually agreed), and shall be administered under the commercial or consumer arbitration rules of a reputable arbitration organization agreed to by the parties. The arbitrator’s decision shall be final and binding and may be entered as a judgment in any court of competent jurisdiction.

21.3 Class Action & Jury Trial Waiver

YOU AND I EACH WAIVE THE RIGHT TO A TRIAL BY JURY. ALL DISPUTES MUST BE BROUGHT IN THE PARTIES’ INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, COLLECTIVE, CONSOLIDATED, OR REPRESENTATIVE PROCEEDING. The arbitrator may not consolidate more than one person’s claims and may not otherwise preside over any form of a representative or class proceeding. If this class-action waiver is found unenforceable as to a particular claim, that claim (and only that claim) shall proceed in court rather than in arbitration, and the remainder of this Section shall remain in full force.

21.4 Small Claims Carve-Out

Notwithstanding the foregoing, either party may bring an individual claim in small claims court in Mecklenburg County, North Carolina, if the claim qualifies for that court’s jurisdictional limits, in lieu of arbitration.

21.5 Governing Law and Venue

These Terms, and any dispute not subject to arbitration, are governed by the laws of the State of North Carolina, without regard to its conflict-of-laws principles. Subject to Sections 21.2 and 21.4, the parties consent to the exclusive jurisdiction and venue of the state and federal courts located in Mecklenburg County, North Carolina, for any matter not required to be arbitrated.

22. Miscellaneous

22.1 Severability

If any provision of these Terms is held invalid, illegal, or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, or severed if it cannot be so modified, and the remaining provisions shall continue in full force and effect.

22.2 No Waiver

My failure to enforce any provision of these Terms shall not be deemed a waiver of that or any other provision, and any waiver must be in writing and signed by me to be effective.

22.3 Entire Agreement

These Terms, together with any applicable booking confirmation or service plan, constitute the entire agreement between the Client and me regarding the Services and supersede all prior or contemporaneous understandings, whether oral or written, regarding the same subject matter.

22.4 Assignment

The Client may not assign or transfer any rights or obligations under these Terms without my prior written consent. I may assign these Terms, in whole or in part, in connection with a sale, merger, incorporation, reorganization, or other transfer of the business, or otherwise in my discretion, without the Client’s consent.

22.5 Changes to These Terms

I may update or modify these Terms at any time by posting a revised version on the Site with an updated “Last updated” date. Material changes will apply prospectively to appointments booked after the effective date of the change. Continued use of the Services, or booking or accepting an appointment, after any such update constitutes acceptance of the revised Terms.

22.6 Relationship of the Parties

Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between the Client and me.

23. Contact Information

Questions, notices, or reports required or permitted under these Terms should be directed to:

Close 2 Clean
Phone: (704) 390-4700
Email: [email protected]
Website: close2clean.com
Service area: Charlotte, NC and surrounding areas