Terms & Conditions

What is and why do we have terms of service?

At Right The 1st Time, we believe that clear expectations lead to seamless experiences. That’s why we’ve established expectations and guidelines to keep everything running smoothly—from office operations, scheduling, and payments to our cleaning technicians and client satisfaction.

Our goal is simple: deliver efficient cleanings, reliable service, retain our amazing technicians, and provide an unmatched experience for our clients.

To achieve this, we use straightforward terms of service—not restrictive contracts. These terms are designed to set clear expectations for both parties, fostering mutual understanding and eliminating potential frustrations.

Because in our experience, expectations are everything.

🚫Right to terminate/refuse services 

Both client and Right The 1st Time are at liberty to end services at any time. Right The 1st Time, LLC. reserves the right to end services at any time if they feel the client is no longer a good fit due to the following situations:

• The home has become an unsanitary situation 
• The client has placed expectations that cannot be met within our company 
• The client is seeking services Right The 1st Time is unable to achieve 
• The cleaning technician feels unsafe on the property 
• The client continuously cancels creating inconsistency in the scheduling 
• Drugs or other illegal substances are found on the property 
• Poaching our staff (offering our staff to come and clean privately)
  

💥Breakage/Damage Policy

We hate incidents and provide great care for your belongings. Techs are trained to report the damage on the day of the occurrence. In the event of breakage or damage the policies are: 

🔵Each incident is reviewed separately.

🔵Please save the broken or damaged item for inspection. 

🔵Report the breakage or damage immediately. 

Right The 1st Time LLC. is licensed, Insured, and Bonded.

🎄Holiday Schedule

We value family time for our technicians, and we will be closed on the following days:

New Year’s Day (January 1)

Memorial Day (Last Monday in May)

Independence Day (July 4)

Labor Day (First Monday in September)

Thanksgiving Day (Fourth Thursday in November)

Day After Thanksgiving 

Christmas Day (December 25)

Day After Christmas

All recurring appointments that fall on a holiday will be rescheduled to either before or after the holiday.

💳 Payment Processing Policy 

All clients must have a Credit/Debit card on file PRIOR to scheduling services.  All payments are processed on the day of service. All clients are required to ensure Credit/Debit cards are up to date so payments can be automatically processed after services are completed.

⏰Late Payment Fee:
Payments are due on the date of service. If payment is not received within 10 business days from the invoice due date, a late fee of 5% of the outstanding balance will be applied for each day the payment is delayed.

🏠 Make Ready/Vacant Property Policy

All Make Ready and Vacant property cleanings must have all utilities on to ensure proper and safe cleaning. 

Properties must be COMPLETELY vacant. 

Entrance and exit details MUST be discussed prior to the scheduled cleaning date.

📸 Photo policy

Right The 1st Time LLC does take non-personal before and after photos of First time cleans, Vacant properties, and in the event of an accident. All photos are directly stored in your job file for reference to maintain the integrity of the work completed. *Non-personal photos might also be used for Right The 1st Time LLC marketing only.

🧹Vacuum Policy

We will use company-sponsored vacuums for each visit unless you prefer us to use your own. If you would like us to use your vacuum instead, please contact the office to update your work order.

🔑 Entrance/Lock Out Policy

We require access to the client’s property on our scheduled appointment day/time. Information regarding entrance to the property (door code, garage code, etc.) must be discussed BEFORE service. If in the event, we are locked out of the property: we will contact the client immediately and ask for an alternative entrance. If entrance cannot be granted, during the scheduled time, a “Lock Out Fee” will be accessed. The lock-out fee is 50% of the cost of services. This is to compensate our staff for the loss of time and work.

💲Rate Increase Policy

Right The 1st Time LLC reserves the right to increase rates at any time. The client will ALWAYS be notified with ample time ahead of any rate increases.

♻️ Trash Policy

We will put all trash in a large bag and place it in an “animal safe” area, for example: inside the garage or in the trash can if it is near the home and accessible. We DO NOT take the trash with us in our vehicles.

🐀Insect/Rodent Policy

We expect our clients to maintain and monitor their homes for bugs/pests. We reserve the right to refuse service if the home has a visible infestation and may require professional pest control services. In such an event Right The 1st Time LLC will consider this a cancellation and follow the standard procedure of the cancellation policy of a 50% charge of services. This is to compensate our staff for the loss of time and work.

🐕 Pet Policy

Right The 1st Time LLC LOVES all fur babies, so please feel free to leave your people-friendly pets in the house, however…..we ask that if you know your pet will experience anxiety during your cleaning (loud noises, new smells, etc.) please make the necessary arrangements to make sure they are comfortable. ALL aggressive animals are required to be kenneled, in a separate room (which will not be cleaned), or outside during the cleaning. If we arrive at the property and are greeted by an aggressive animal, we reserve the right to not clean your home until the necessary arrangements are made. In such an event Right The 1st Time will consider this a cancellation and follow the standard procedure of the cancellation policy of a 50% charge of services. This is to compensate our staff for the loss of time and work.

🚫Cancellation Policy

All appointments canceled 48 hrs PRIOR to their day/time will not be charged. All appointments canceled WITHIN 48 hrs of their time will be considered a “Last Minute Cancellation” and charged 50% of the total cost of services. This is to compensate our staff for the loss of time and work. Any cancellations due to illness or Covid exposure will be considered exempt from charges and fees will be waived. In the event that Right The 1st Time, LLC needs to cancel the cleaning, we will provide the client with 1-2 alternative dates/times ASAP.

🚫 Repeated Cancellation Policy: 

Any bi-weekly recurring client who exceeds 2 cancellations within a 60-day period will be notified and automatically moved to monthly visits with our monthly service price. Any monthly recurring client who exceeds 2 cancellations within a 60-day period will be notified and automatically moved to our initial service price. 

❌ What we do NOT clean? 

🔺WE DO NOT CLEAN BIOHAZARD OR HUMAN/PET FECAL MATTER🔺 

🔺WE DO NOT CLEAN ELECTRONICS (TV screens, Keyboards, Computer Monitor, Smart Home Devices, etc.)🔺

🔺WE DO NOT CLEAN/WIPE WALLS🔺

🔺WE DO NOT MAKE TOP BUNK BED🔺

🔺WE DO NOT OPEN WINDOWS WHEN CLEANING – EVEN IF THEY TILT IN🔺

💰How do I tip my cleaner?

Tipping is not required, however, it is always greatly appreciated by our staff. The standard amount is 10%-20% of the cost of service. Oftentimes our clients are not home, however, we know that you greatly appreciate all our techs’ attention to detail. If you would like to send them a “Thank You” tip then contact our office and we will let you know how we process them.

⚙️Change of Service/Work Order Policy

During your initial consultation, a detailed list of services and expectations will be discussed. However, we know that life happens, and sometimes changes need to be made…maybe certain rooms are being painted, plumbing fixed, out-of-town guests, etc. In the event of changes that impact the tech’s ability to clean, please notify the office within 2 hours of your scheduled visit. This gives us the necessary time to update the work order and notify the cleaning technician of these changes. 

If you would like to add additional services please contact the office within 24 hours of your scheduled visit to allow for us to make the necessary changes to our schedule. 

✅ Refund and Reclean Policy

At Right The 1st Time LLC, we stand behind our work with our “MAKE IT RIGHT” guarantee!

• 24-Hour Turnaround: If any area isn’t cleaned to your satisfaction, notify us within 24 hours of your scheduled cleaning.
• Photo Documentation: Submit photos of the areas of concern to services@rightthe1sttime.com.
• Free Reclean: We’ll reclean the area at no additional cost.

Please Note:

• We do not offer refunds.
• All payments are due upon job completion.

❄️Inclement Weather Policy

At Right The 1st Time, the safety and the well-being of our team is our top priority. If heavy snow of over 8” is forecasted on or near your cleaning day, a representative will contact you to confirm the conditions of your streets and driveway. If they are deemed unsafe, we will happily reschedule your appointment at no cost to you.

To help us provide safe and efficient service, we kindly request the following:

• Driveways and pathways must be cleared and walkways salted to ensure our technicians can safely carry their supplies.
• A cleared parking spot within 75 feet of your home must be available (approximately the length of two school buses) unless other parking arrangements have been agreed upon in advance.

Please note: Our technicians are not responsible for shoveling snow to access your home. If we arrive and cannot safely park or access your property, our cancellation policy will apply.

🔒Right The 1st Time LLC Messaging Alerts Policy

Please note opted-in information will not be shared with third parties:

• By opting in, you agree to receive SMS updates from Right The 1st Time LLC. regarding your inquiry, appointment reminders, service updates, and other relevant customer communications. Message frequency may vary depending on your engagement with our services. Message frequency may vary. Message & data rates may apply. Text HELP for assistance. You may reply STOP to unsubscribe at any time.
• You can cancel the SMS service at any time. Simply text “STOP” to the shortcode. Upon sending “STOP,” we will confirm your unsubscribe status via SMS. Following this confirmation, you will no longer receive SMS messages from us. To rejoin, sign up as you did initially, and we will resume sending SMS messages to you.
• If you experience issues with the messaging program, reply with the keyword HELP for more assistance, or reach out directly to info@rightthe1sttime.com.
• Carriers are not liable for delayed or undelivered messages.
• As always, message and data rates may apply for messages sent to you from us and to us from you. Message frequency varies. For questions about your text plan or data plan, contact your wireless provider.
• For privacy-related inquiries, please refer to our privacy policy: privacy policy.

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