Policies, Terms & Statements

By booking a service with In & Out Home Detailing, you agree to the following terms and conditions. These terms protect both you and our team by setting clear expectations for our services.

 

1. Payments & Invoicing

Payment Due: Payment for all services is due immediately upon completion.

Invoicing: If payment is not made at the time of service, an electronic invoice with a secure payment link will be sent via email and/or text message. You are responsible for ensuring we have a valid email address or mobile number (capable of receiving texts) on file.

Accepted Payment Methods: We accept cash, major credit/debit cards, and ACH payments. We do not accept personal checks from first-time clients. Our preferred method of payment is through the secure link provided in your electronic invoice. This option ensures accuracy, provides immediate confirmation, and helps protect the safety of our teams by removing the need to carry large amounts of cash.

Late Fees: An invoice is considered past due if not paid within 3 days of the service date. A late fee of $25 or 5% of the outstanding balance (whichever is greater) will be applied. We reserve the right to suspend or cancel future services until your account is current.  Additional late fees may apply for balances unpaid after 30 days. Failure to receive or access an invoice—for any reason, including outdated or incorrect contact information on file, technical issues, or other circumstances—does not waive any applicable late payment fees. Clients are responsible for ensuring their contact details remain accurate and for submitting timely payment regardless of whether an invoice is received.

Collections:  Accounts unpaid after 60 days may be referred to collections.  Applicable recovery costs will be added to the outstanding balance as permitted by law.

 

2. Deposits

Certain services—such as deep cleanings or jobs involving materials (e.g., handyman work or yard care)—may require a deposit at the time of booking. The required deposit amount will be shown in your estimate.

• A deposit request will be sent after the estimate has been approved. Payment of the deposit is required to secure your date and time beyond the estimate expiration. Dates are not guaranteed without a deposit once the estimate expires.

• Deposit refund eligibility and any applicable deductions are handled according to the Cancellation & Trip Fee Policy. Any applicable deposit refund will be processed within 5–7 business days.

• Saturday Service Appointments: Saturday appointments require a 50% deposit at the time of booking. If you cancel less than 48 hours in advance, this deposit will be forfeited.

 

3. Cancellation & Rescheduling

We understand that schedules change, and we strive to be flexible. However, last-minute cancellations impact our team and operations.

Cancellation Fee: A $50 fee will be charged for cancellations made less than 48 hours before the scheduled appointment.

Trip Fee: A fee equal to $50 per cleaner (e.g. 2 cleaners = $100, 3 cleaners = $150, etc.) will be charged if our team is already enroute or has arrived at the property and cannot perform the service (e.g., you cancel, the property is inaccessible, utilities are unavailable, etc.)

Rescheduling is welcomed when availability allows. However, fees still apply if the request is made within 48 hours of the scheduled service.

Recurring Services: Regularly scheduled services are priced based on consistency.

• Skipped Visits: If you skip a visit, your next appointment may be charged at the next highest pricing tier (e.g., a weekly client who skips a week will be charged the bi-weekly rate for their next visit).

• Consecutive Skipped Visits: If a client skips two consecutive cleanings, their regular cleaning spot will be forfeited and offered to the next client on our waiting list. To preserve a cleaning spot while skipping multiple visits, the client must continue to pay the normal rate for those scheduled, skipped appointments.

Inclement Weather: We may need to reschedule services due to inclement weather. We will follow the county school system's decisions to determine if our team will work and will contact you as soon as possible to reschedule at no additional cost.

 

4. Scope of Service & Estimates

All services are based on the work outlined in your approved estimate. Your estimate will detail the specific tasks and the pricing for all required labor, materials, and equipment.

Included Items: Standard cleaning products are included in all cleaning service prices. If specialty products are required, these will be itemized in your estimate and may incur additional charges.

Client-Supplied Materials: Use of client-supplied materials and equipment is at the client's risk. We will not be responsible for damage caused by or to a client's products and equipment. If we must skip tasks due to the unavailability of client-supplied materials or equipment at the time of service, no price reduction will be issued.

Additional Work: Any task not included in your original estimate is considered extra work. Our team is not authorized to complete work outside the agreed-upon scope without prior approval of management. If you'd like to request additional services, please contact the office in advance so we can confirm availability and provide pricing. We cannot guarantee approval without advance notice. If unapproved services are completed by our team at your request while onsite, we reserve the right to add these services to your bill. We are not responsible for damages done to your property or personal belongings as a result of work being performed by our team without prior approval of management.

Validity of Estimates: All estimates are valid for 7 days from the date of issue unless otherwise stated in writing.

Right of Refusal: Estimates are prepared based on either a walkthrough or your description of the property. You are responsible for providing accurate, honest, and complete information. If actual site conditions differ materially from what was described or observed, we reserve the right to: 1.) Refuse to perform the service, 2.) Adjust the scope of work to fit the original estimate, or 3.) Proceed with the full scope at an adjusted rate. If you decline the updated pricing, we may cancel the service and charge a Trip Fee equal to one hour of labor for each technician scheduled.

Detail & Specialty Cleaning Pricing:  Services such as deep cleans, move-in/move-out cleans, and other specialty or one-time detailed cleanings are billed based on the estimated time required to complete the work. Because every home and situation is unique, there is no exact way to predict the total cleaning time. If the cleaning is completed in less time than estimated, the final price will be adjusted lower. If the cleaning requires more time than anticipated, the price may be higher to reflect the additional labor. Our goal is always to provide a thorough cleaning and ensure your complete satisfaction with the results.

 

5. Client Responsibilities & Safety

Your cooperation ensures a smooth and safe experience for everyone.

Property Access & Utilities: You are responsible for ensuring the property is accessible at the scheduled time and that essential utilities (water, electricity) are available for our team to use. If utilities are unavailable, a Trip Fee will apply.

Pre-Service Preparation: Please clear the work area of any excessive personal items or obstacles that would prevent us from working safely and efficiently.

Hazard Disclosure: Please notify us of any potential hazards on the property, such as slippery surfaces, loose floorboards, exposed wires. We will refuse to perform services if we discover unsafe working conditions, including the presence of biohazardous materials (e.g., blood, excessive feces, or black mold).

Indoor Environment: Heating or air conditioning must be functioning, and thermostats should not be set at excessively high or low levels. If indoor conditions prevent our team from safely or effectively completing the service, the appointment may be delayed, rescheduled, or subject to fees in accordance with our Cancellation & Trip Fee Policy.

 

6. Pet Policy

We love pets and, in most cases, we don’t mind them running free while we perform services.

Aggressive Pets:  For the safety and comfort of both your pets and our team, we kindly ask that you ensure pets are secured away from the cleaning area if they behave aggressively or otherwise interfere with our ability to perform efficiently. If we request that an aggressive pet be secured away from the service area and you refuse, our team will stop performing services immediately and you will be charged the FULL AMOUNT of the service.

Pet Messes:  Please note that our team members are not obligated to clean up pet waste, including feces, urine, or vomit. In the event a cleaner chooses to remove pet waste during service, a $15 per-occurrence Pet Mess Fee will be added to your invoice. This fee is paid in full to the cleaner as compensation for completing a non-standard task. If trash removal is included in your service, any bin that is overflowing with pet waste and not properly secured will be skipped.

 

7. Service-Specific Terms

Some services have unique terms:

Cleaning Services: We reserve the right to refuse or reschedule cleaning services if indoor temperatures are not conducive to effective and efficient cleaning. Examples include, but are not limited to, thermostats set excessively high or low, or lack of functioning heating or air conditioning. Ensuring a safe and suitable indoor environment allows our team to provide the highest quality service.

Residential Cleaning: Please notify us of any allergies or sensitivities to cleaning products prior to your appointment.  We do not clean rooms where individuals are sleeping, nor do we handle personal care items (such as hairdryers, curling irons, or electric toothbrushes) or the interiors of small household appliances (such as coffee makers, toaster ovens, or electric skillets). We also do not offer dishwashing or laundry services.

Recurring Cleaning Services: We offer two tiers of recurring cleaning services – an essentials tier (basic cleaning services) and a maintenance tier (basic cleaning plus specific deeper cleaning tasks included) – and services may be scheduled on a weekly, bi-weekly, or every-4-weeks basis according to your needs. Our team follows standard cleaning checklists to ensure consistency and quality. Please review your estimate carefully; if a task you would like is not listed, it will not be performed. Recurring cleaning services do not include tasks that require more than a two-step ladder or tools extending beyond standard reach, moving heavy or bulky furniture to clean underneath or behind, cleaning the interiors of refrigerators, dishwashers, or ovens, cleaning pet messes, dusting the backs of wall décor, or handling and wiping large collections of décor, collectibles, or personal items. If, after two or three cleanings, we find that your recurring cleaning takes longer than estimated, we may need to adjust your pricing. We will discuss any adjustments with you prior to implementation.

Yard Work: We will not be responsible for pre-existing conditions of your lawn or plants. If you require debris removal, additional fees will be communicated upfront.

Recurring Yard Care Services: Recurring yard care services are scheduled according to the frequency selected by the client. During periods of accelerated growth, such as rainy seasons, clients who choose bi-weekly services when weekly maintenance is required may experience overgrown conditions that exceed the normal scope of bi-weekly service. In these cases, we reserve the right to adjust the service, either by completing additional maintenance at the standard rate, rescheduling for a more frequent service, or applying a temporary rate adjustment to bring the property back to standard maintenance levels. Clients will be notified in advance of any such adjustments. If you refuse recommended adjustments and the property cannot be adequately maintained under the chosen schedule, we reserve the right to discontinue recurring services.

Handyman Services: We offer a 30-day warranty on our handyman workmanship and materials. This warranty does not cover normal wear and tear or damage to client-supplied materials. It is your responsibility to obtain any necessary permits or approvals unless specified in the estimate.

Hauling/Junk Removal: We reserve the right to refuse the removal of hazardous or illegal items. If our delivery driver arrives for a scheduled pickup and is required to wait, additional costs may apply.

 

8. Liability & Damages

We are fully insured and take great care while working on your property.

Damage Reporting: In the unlikely event of damage caused by our team, you must notify us in writing within 24 hours of service. The report must include a description of the damage and at least one clear photo.

Resolution: We will promptly assess the situation. If the damage is a direct result of our negligence, we will either repair the item, replace it, or offer fair compensation at our discretion.

Disclaimer: We are not responsible for pre-existing damage, or damage to items that were not properly secured or disclosed in advance. Please remove or secure all valuable or fragile items.

 

9. Satisfaction Guarantee

Your satisfaction is our top priority.

Final Walkthrough: At the completion of service, clients are encouraged to participate in a final walkthrough. If you are present and decline to participate, you forfeit your right to the Satisfaction Guarantee for that visit. If you are not on site, we ask that you consider appointing a proxy to participate on your behalf. If a proxy is not available, you have 24 hours from service completion to notify us of any issues in writing. The final walkthrough is an important tool we use to ensure satisfaction, and we ask that clients take this process seriously.

Reporting an Issue: If you are not satisfied with any approved service and did not participate in a walkthrough (or had a proxy), you must notify us in writing within 24 hours of service completion. Phone reports alone will not be accepted. Please email customer-support@inandoutwv.com with a description of the issue and at least one clear photo. Issues not reported within this timeframe will not be eligible for correction or future service adjustments.

Our Remedy: We will return to your property within 1–48 hours to re-perform any unsatisfactory service. Only issues reported in writing prior to our return visit will be addressed. If scheduling does not allow for a return visit within 48 hours, we may provide a credit or partial refund at our discretion.

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10. Commercial Cleaning Services

Commercial cleaning services may be subject to different terms and conditions, which will be outlined in a separate written agreement and agreed upon prior to the commencement of work.

 

11. Terms and Conditions Updates

We reserve the right to update or modify our Terms and Conditions at any time. You are responsible for reviewing the Terms periodically to ensure continued agreement with them. Continued use of our services constitutes acceptance of any updates.

 

12. Governing Law & Dispute Resolution

This agreement is governed by the laws of West Virginia. Any disputes that cannot be resolved through direct communication will be handled through mediation, and if necessary, arbitration, as detailed in our full Dispute Resolution Agreement, which can be found on our website at https://www.inandoutwv.com/policies. By utilizing our services, you waive your right to a jury trial in favor of individual arbitration.