Effective August 9, 2026. Sterling’s cancellation, rescheduling, and payment terms have been included in customer quotes and booking confirmations since July 2026. These Terms of Service apply to residential cleaning services booked with Sterling Cleaning Co and to your use of sterlingcleaningcompany.com.

Cancellation and Rescheduling

Cancellations made less than 48 hours before the scheduled service time are charged a fee equal to 50% of the total quoted amount, billed to the card on file. This applies to all customers and is not negotiable.

As a one-time courtesy, your first reschedule within the 48-hour window may be moved to a new confirmed service date without a fee. Any second or subsequent reschedule made within 48 hours of the scheduled service time is charged the 50% fee.

Cancellation and reschedule fees are applied as a credit toward a rescheduled or future cleaning booked within 90 days. Fees are not refunded in cash. Credits not used within 90 days expire.

Cancellations or reschedules made 48 hours or more in advance are always free of charge. To change an appointment, call or text (737) 309-5350, or reply to your booking confirmation email.

If the cleaning professional assigned to your service arrives and cannot access the property — no one home, no lockbox or key access, no working entry code — the visit is treated as a same-day cancellation and the 50% fee applies.

Arrival Window

Your scheduled time is the start of a two-hour arrival window, not an exact appointment. Cleaning professionals in Sterling’s network travel across a wide service area, and traffic, weather, and the condition of a prior home can shift timing. We will contact you if we expect to fall outside your window.

Because arrival times vary, we recommend against booking a cleaning immediately before a closing, an inspection, a move, or any other hard deadline. If your job has a firm deadline, tell us when you book and we will schedule accordingly.

Our 200% Satisfaction Guarantee

We back every clean twice over, and neither layer costs you anything.

The first 100%. If any part of your clean does not meet our standard, contact us by the end of the next business day and we will return to re-clean the affected areas at no charge to you.

The second 100%. If that re-clean still falls short, we will arrange for a different cleaning professional to address the affected areas.

Our satisfaction guarantee is fulfilled through re-cleaning rather than cash refunds, except where otherwise required by law. If something has gone wrong, call us — we would much rather hear about it and fix it than have you live with a clean you are not happy with.

The guarantee does not cover:

• Pre-existing conditions such as stains, buildup, hard-water deposits, or wear that were present before our visit, unless the service was booked as a deep clean specifically to address them
• Work outside the scope agreed for your booking
• Areas affected after the cleaning professional left, including where the property was occupied, shown, moved into, or used between the clean and the report
• Results in homes where clutter, storage, or condition prevented full access to surfaces
• Marks that could not be removed without risking damage to the surface, as described under Stains, Marks, and Surface Limits below

Issues reported after the end of the next business day cannot be honored with a re-clean, and constitute acceptance of the service as performed.

A re-clean also requires that the property has not been re-occupied for a move, altered, or cleaned by another provider since our visit, and that your account is paid in full. We reserve the right to inspect the property and to remedy any issue ourselves before any third party is engaged.

Stains, Marks, and Surface Limits

Cleaning is the removal of dirt, dust, grime, and residue from accessible surfaces. It is not restoration. A clean returns a surface to its own best condition — it does not return a worn, damaged, or aged surface to new. A surface can be fully cleaned and still show its wear, and that is a completed clean.

Not every mark can be removed. Some stains and discoloration are permanent, bonded to the surface, or have penetrated the material underneath, and removing them would require refinishing, repainting, sanding, stripping, or abrasives that damage the surface. Porous, unsealed, or textured materials in particular trap soil that cannot be lifted without aggressive action that harms the finish. In those cases, the cleaning professional may stop rather than risk your property and will notify you of the condition.

This is a completed clean, not an incomplete one, and it is not covered by our guarantee. Common examples include:

• Scuffs, chips, and worn or failing paint on doors, trim, walls, and baseboards, where the mark is a paint condition rather than a cleanable surface
• Hard-water etching and mineral bonding on glass, tile, fixtures, and shower doors
• Staining set into grout, caulk, natural stone, or unsealed surfaces, and severely worn or mildewed caulking
• Heat marks, burns, and scorching on countertops, cooktops, and cabinetry
• Pet stains or odors that have reached carpet padding, subfloor, or drywall
• Rust, corrosion, adhesive residue, and worn or damaged finishes on cabinets, appliances, and flooring
• Anything requiring a specialty trade, such as painting, refinishing, carpet restoration, or stone restoration

We make no guarantee of stain removal on any surface. If a particular mark matters to you, tell us before your service date. We can advise whether it is likely to come out and recommend a trade that handles it.

Surfaces and On-Site Risk Assessment

All surfaces in your home are assumed to be sealed, sound, properly installed, and suitable for ordinary residential cleaning. If you have marble, granite, unsealed stone, specialty finishes, antique wood, or anything requiring particular handling, tell us before your service date.

If a cleaning professional identifies a surface, fixture, or item that appears unstable, improperly installed, already damaged, or at risk of harm from cleaning, the item will be paused and you will be notified before work proceeds on it. If the concern can reasonably be addressed without creating an unsafe condition, you may choose to authorize cleaning after the specific risk is explained, in which case you accept the identified risk to that item. The cleaning professional may still decline to proceed if, in their judgment, cleaning would create an unreasonable safety or property-damage risk.

A cleaning professional may also decline to service specific areas or materials where health, safety, or property-damage concerns arise. If conditions at the property require work beyond Sterling’s booked scope entirely, Sterling may decline the service, and you will not be charged.

Property Damage

Property damage is handled separately from the guarantee above. Sterling Cleaning Co carries liability insurance. If something in your home is damaged during a cleaning, please notify us within 24 hours. We will promptly review the incident and, where appropriate, address the matter directly or through applicable insurance coverage. Damage claims are handled separately from re-cleans and service credits.

We are not responsible for:

• Items that were improperly secured or installed, including leaning mirrors, adhesive hooks, floating shelves, and wall fixtures mounted with non-permanent materials
• Items with pre-existing damage or visible wear, such as cracked glass, loose hardware, or deteriorated finishes
• Normal wear on aged, delicate, or poorly maintained surfaces during ordinary cleaning
• Damage caused by a product we used at your specific request, including bleach
• Damage to flooring or to furniture that we moved at your request

If you know of anything delicate or already compromised in your home, tell us in advance. We are glad to take extra care or skip that item entirely.

Valuables

Please secure or put away cash, jewelry, firearms, fine art, antiques, collectibles, and any item of significant monetary or sentimental value before your service date. Handling, moving, or cleaning these items is outside the booked service scope, and Sterling Cleaning Co is not responsible for undisclosed valuables.

Firearms in particular must be secured and stored in an area that is not being cleaned. Handling or moving a firearm is outside the service scope.

Property Condition

Every quote is based on the property condition as described at the time of booking. If the actual condition on arrival requires substantially more time, labor, or specialized treatment than described, Sterling Cleaning Co reserves the right to adjust the final price accordingly. We will contact you before performing any work that changes your quoted price.

In severely cluttered or heavily soiled homes, we may only be able to restore the space to a livable condition within the time booked.

Payment and Deposit

A valid credit or debit card is required to reserve a service date. By providing your card, you authorize Sterling Cleaning Co to charge that card for the deposit, the remaining service balance, any applicable cancellation fee, and any price adjustment you have approved.

For first-time customers, a deposit of 50% of the quoted total is charged when the cleaning professional arrives at your property on the day of service, and is applied to your total. The remaining 50% is charged on completion of the clean.

For returning customers, the full amount is charged on completion.

If a card is declined, service may be paused until payment is resolved.

Scope of Service

Sterling Cleaning Co provides residential cleaning. Standard residential cleaning booked through Sterling does not include:

• High-access areas or surfaces requiring ladders or specialty access equipment beyond ordinary two-step residential access
• Moving or lifting items over 25 pounds, or items that cannot reasonably be moved by one person without risk of injury or property damage
• Moving appliances, furniture containing electronics, or mounted televisions
• Hauling away or disposing of household waste beyond emptying trash into your on-site receptacle
• Cleaning biohazards, including human or animal waste, vomit, or blood
• Service in homes with active pest infestation or visible mold
• Repairs, pest control, lawn care, or exterior work

If your job needs any of these, tell us before your service date and we will point you to a provider who handles it.

Access, Pets, and Safety

You are responsible for providing safe, working access to the property, including running water, electricity, and a working climate control system. If required utilities are unavailable when the cleaning professional arrives and the lack of utilities was within your control, the visit may be treated as a same-day cancellation and the 50% fee may apply. We may waive that fee when the interruption was caused by circumstances outside your reasonable control.

We love pets, but please secure any animal that may feel threatened by strangers in the home. We do not clean pet accidents, and we cannot assume responsibility for your pet’s safety or containment during service.

We ask that other contractors not work in the home during your cleaning. Overlapping work may limit access, delay completion, or affect the time and cost of your service.

A cleaning professional may decline or stop work if conditions are unsafe or if they reasonably believe continuing would create a safety or property-damage risk. Where work has already begun, you will be billed for the portion completed.

Photos

Sterling may require that reasonable before-and-after photos be taken during first-time cleans, deep cleans, and move in/out services for quality control, completion verification, and documentation of property condition. These photos may be reviewed internally for service administration and quality-control purposes. They are not published or used for marketing without your written permission and are not shared outside Sterling except when reasonably necessary to address a claim, payment dispute, legal matter, or other service-related issue.

Non-Solicitation

Independent cleaning professionals in Sterling’s network are recruited, screened, verified, and onboarded at significant cost to Sterling Cleaning Co. By booking with us, you agree not to hire, contract with, or engage any Sterling cleaning professional directly for any household service for one year following your most recent service, unless we have given written consent.

If a Sterling cleaning professional is engaged directly in violation of this term, a direct-engagement fee of $2,500 becomes due. Sterling may also discontinue that professional’s participation in its contractor network.

Tipping

Tipping is never expected and never required. If you would like to recognize exceptional service, you are welcome to tip your cleaning professional directly. If you choose to tip, 15% to 20% of the service total is a common range. Sterling Cleaning Co does not require or add gratuity to your service total.

Changes to These Terms

We may update these terms from time to time. The effective date at the top of this page reflects the most recent version. Continued use of our website or services after an update constitutes acceptance of the revised terms.