Terms of Service

1. Services provided

Alpha Cleaning Agency LLC provides professional residential cleaning and upholstery cleaning services in Buffalo, Amherst, Williamsville, Tonawanda, Clarence, and surrounding Western New York areas.

• Scope: Services are limited to the specific tasks outlined in your booking confirmation.
• Modifications: Any changes to the scope of work must be agreed upon in writing or via our AI booking platform (TellWell.ai) prior to the start of the service.

2. Booking and cancellation policy

• Confirmation: A booking is only confirmed once you receive a confirmation via email or SMS.
• Cancellation / rescheduling: We require at least 24 hours' notice for any cancellations or rescheduling.
• Fees:
  • Cancellations made less than 24 hours before the scheduled appointment will incur a $50.00 cancellation fee.
  • Lockout fee: If our team arrives and is unable to access the property (due to incorrect codes, no key, or turned-away service), a $50.00 lockout fee will be charged.

3. Pricing and payment

• Estimates: Online quotes and estimates are based on the information provided by the Client. We reserve the right to adjust the final price if the actual condition of the property differs significantly from the description.
• Payment terms: Payment is due in full upon completion of the service.
• Methods: We accept major credit cards and electronic payments via our secure processing partner.
• Late payments: Unpaid balances after 48 hours are subject to a late fee of $25.00 per week.

4. Client obligations & access

• Access: The Client must provide access to the property (key, lockbox, or code). Alpha treats all access information with strict confidentiality.
• Utilities: The Client must provide running water, electricity, and a functional climate-controlled environment.
• Safety: The Client must disclose any hazardous conditions, aggressive pets, or broken fixtures prior to our arrival.

5. Limitation of liability (important)

Alpha Cleaning Agency LLC maintains high standards, but we must define the limits of our responsibility:

• Damage claims: You must report any damage or breakage caused by our staff within 24 hours of the service completion. Failure to report within this window constitutes a waiver of the claim.
• Liability cap: Our total liability for any claim arising out of our service is strictly limited to the total amount paid by the Client for the specific service visit in question.
• Exclusions: We are not liable for:
  • Damage caused by normal wear and tear.
  • Improperly installed fixtures (e.g., loose curtain rods, shelving).
  • Pre-existing damage, stains, or structural issues.
  • Fragile items not disclosed or properly secured (e.g., heirlooms, unsecured artwork).
  • Damage to surfaces caused by the use of Client-provided cleaning chemicals.

6. Health and safety restrictions

For the safety of our team, we do not perform the following:

• Cleaning of biohazardous materials (blood, mold, animal waste).
• Lifting or moving furniture weighing more than 35 lbs.
• Cleaning areas unreachable by a 2-step ladder.
• Service in environments with active pest infestations (fleas, bedbugs, etc.).

7. Non-solicitation of employees

The Client acknowledges that Alpha invests significant resources in recruiting and training its staff.

• Agreement: You agree not to directly or indirectly solicit, hire, or contract any Alpha Cleaning Agency LLC employee or subcontractor for home services outside of our company.
• Penalty: This restriction applies during their employment and for twelve (12) months following the termination of their relationship with Alpha. Violation of this clause carries a liquidated damages fee of $3,000.00, payable immediately.

8. Satisfaction guarantee

While we do not offer refunds, we strive for perfection. If you are unsatisfied with any area we cleaned, notify us within 24 hours, and we will return to re-clean the specific area at no additional cost.

9. Use of technology (TellWell.ai)

We utilize AI-driven communication and scheduling tools (TellWell.ai) to enhance our service. By using our site, you consent to the processing of your service requests via these automated systems as described in our Privacy Policy.

10. Governing law

These Terms are governed by and construed in accordance with the laws of the State of New York. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts in Niagara County, NY.