Policies, Terms & Statements

Welcome! We take pride in providing reliable, high-quality home service to our community. To ensure we can operate safely and efficiently while maintaining our schedule for all clients, the following policies apply to all estimates and service visits. By approving an estimate or scheduling a service, you agree to these terms, which are designed to protect both your property and our team. We appreciate your business and look forward to getting the job done right.

 

1. PAYMENT TERMS

 

PAYMENT DUE: Payment for all services is due immediately upon completion unless prior arrangements have been made. 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 (bank transfer) payments. Personal checks are only accepted with prior authorization from management. Our preferred method of payment is through the secure link provided in your electronic invoice, which provides you with immediate confirmation and ensures improved safety for our teams.

LATE FEES:  We understand life gets busy; however, an invoice is considered past due if not settled within 3 business days of the service date. A late fee of $25.00 or 5% of the outstanding balance (whichever is greater) will be applied at that time. Failure to receive or access an invoice—due to outdated contact information or technical issues—does not waive late fees. It is the client’s responsibility to notify the office if an invoice has not been received within 24 hours of service.

RECURRING SERVICES & AUTO-PAY: For our regular residential and commercial clients, we offer the option to keep a secure "Card on File." This is the most reliable way to ensure uninterrupted service and avoid late fees. Your card will only be charged after the service is performed. If an automatic payment fails, the balance must be settled within 3 business days of the service date to avoid late fees.

ACCOUNT STANDING: We reserve the right to suspend or cancel future services for any account with an outstanding balance. After two (2) late payments, we may require a valid payment method to be kept on file to remain on the service schedule.

COLLECTIONS:  Accounts remaining unpaid after 60 days may be referred to a third-party collection agency. You agree to be responsible for all costs of recovery, including reasonable attorney’s fees and court costs, 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. Any 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 preferred date and time. Deposit refund eligibility and any applicable deductions are handled according to the Cancellation & Rescheduling Policy. Any applicable deposit refund will be processed within 5–7 business days.

 

3. CANCELLATION & RESCHEDULING

We understand that schedules change, and we strive to be flexible. However, last-minute cancellations impact our team’s schedule and our ability to serve other clients professionally.

 

CANCELLATION FEE: To cancel or reschedule a service, clients should call or text us at 681-895-4116.  A $50 fee will be charged for cancellations made with less than 48 hours’ notice prior to the scheduled appointment.

RESCHEDULING: We make every attempt to honor rescheduling requests when availability allows. However, the standard Cancellation Fee applies if the request is made within 48 hours of the scheduled service.

SKIPPED RECURRING SERVICES: Recurring service pricing is based on the agreed frequency. When a scheduled service is skipped, the next visit will be billed at the rate associated with the longer interval between services, as additional labor time is typically required to restore the property to our standards (i.e. weekly client skipping a visit will be billed at the bi-weekly rate for the following visit, bi-weekly client skipping a visit will be billed at the monthly rate for the following visit.) If two (2) consecutive service visits are skipped, the reserved time slot will be forfeited. To preserve a recurring spot while skipping multiple visits, the client must continue to pay the standard rate for those scheduled appointments.

TRIP FEE: A Trip Fee will be assessed arrives and cannot perform service for any reason outside of our control (including but not limited to: inability to access, utility issues, or site unreadiness). The Trip Fee is calculated at $50.00 per technician assigned to the project, up to the full approved service amount. All cancellation and trip fees are non-refundable and will be assessed to the payment method on file or invoiced immediately.

INCLEMENT WEATHER: For the safety of our teams, we may delay or reschedule services due to inclement weather, generally following local school system closures as a guideline. In such events, no fees will apply to the client, and we will work to get you back on the schedule as soon as conditions are safe.

 

4. SCOPE & SERVICE ESTIMATES

All services are based on the work outlined in your approved estimate. Your estimate will detail the specific tasks and the projected pricing for all required labor, materials, and equipment. Estimates are prepared based on expected labor hours and resources; however, because site variables (such as soil level, accessibility, or underlying damage) and client-specific environment factors cannot always be predicted, all initial quotes are non-binding estimates. Final pricing will be calculated based on actual conditions encountered and total labor hours recorded. If a project requires significantly more time than anticipated, we will notify you as soon as the discrepancy is identified to discuss the revised labor projection. Our priority is a high-quality result, and we will not compromise on standards due to unforeseen site challenges.

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SITE CONDITION & SCOPE ACCURACY:  Estimates are provided based on information, photos, or descriptions gathered during our walkthrough or submitted by you at booking; you are responsible for providing an accurate and complete representation of the job site. If our team arrives and determines that actual site conditions differ materially from the description—or if the required effort exceeds the original scope—we reserve the right to adjust the scope to perform only work within the original estimate (if possible), proceed with the full scope at a revised, mutually agreed-upon price, or exercise our right of refusal if conditions are unsafe, inaccessible, or significantly misrepresented. If service cannot be performed due to misrepresentation, lack of access, or lack of site readiness, a Trip Fee will be assessed to cover our mobilization and labor costs.

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 resulting from services requested and performed without prior approval from management.

CLIENT-SUPPLIED MATERIALS:  The use of client-supplied materials, products, or equipment is at the client’s sole risk. We do not warrant the performance, surface compatibility, or safety of any items not provided by our company. We shall not be held liable for damage caused by—or resulting from the use of—client-supplied products and equipment, including but not limited to adverse chemical reactions, mechanical failure of client machines, or damage to personal belongings and surfaces arising from the use of such items. If we must skip tasks due to the unavailability of client-supplied materials, products, or equipment at the time of service, no price reduction will be issued. If a service exceeds the estimated time due to the mechanical limitations, inefficiency, or unfamiliar configuration of client-supplied equipment, we reserve the right to adjust the final invoice price to reflect the actual service time required.

VALIDITY OF ESTIMATES:  All estimates are valid for 7 days from the date of issue unless otherwise stated in the estimate.

 

5. CLIENT RESPONSIBILITIES & SAFETY

Your cooperation ensures a smooth and safe experience for everyone.

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PROPERTY ACCESS & UTILITIES:  Clients 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.

 

We reserve the right to refuse or discontinue service at any time for safety concerns, inappropriate conditions, or violations of these Terms.

 

6. PET POLICY

We love pets and generally don't mind them running around while we work! For the safety of our team and your animals, our staff is strictly prohibited from handling, un-crating, or supervising pets. We are not liable for pet escapes, injuries, or "re-cleaning" caused by unsecured animals. If a client knows a pet to be aggressive or anxious, a team member feels unsafe, or a pet interferes with service, the animal must be secured away from the work area. If this request is not met, our technician(s) may leave, and the client remains responsible for the full-service price. For health and safety reasons, our team is not required to clean pet waste (feces/urine/vomit); if handled as a courtesy, a $15 fee applies. Any trash can containing unsecured pet waste will be skipped.

 

7. SERVICE-SPECIFIC TERMS

Some services have unique terms as outline below:

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CLEANING SERVICES:  Standard products and equipment are included in our service pricing. Please notify us of any allergies or sensitivities to cleaning products prior to your appointment. If you wish to provide your own products and/or equipment, please refer to Client-Supplied Materials in Section 4.

• ​​General Cleaning Exclustions:  For safety and quality control, our cleaning services to do not include the following: cleaning rooms where an individual is sleeping, handling or moving medications (we will clean around them), cleaning personal care items (i.e. hairdryers, curling irons, electronic toothbrushes) or the interiors of small household appliances (i.e. coffee makers, toaster ovens, air fryers, or electric skillets), applying wet products to electronic devices with a screen (i.e. televisions, computer monitors, personal assistant devices, dishwashing, or laundry services. 

• Recurring Cleaning:  We offer routine cleaning services on various frequencies, including multiple times per week, weekly, bi-weekly, or every-4-weeks.  Our technicians follow cleaning checklists to ensure consistency and quality. While we are able to tailor cleanings to better align with your maintenance expectations, prior notification is critical to ensure our team is prepared, to maintain the schedule, and to avoid unexpected charges. Please review your estimate carefully prior to approval; any task not explicitly listed on your approved estimate will not be performed without prior management approval. If, after 2-3 visits, we find that your recurring cleaning consistently takes longer than estimated, we reserve the right to adjust your ongoing rate. We will discuss any price adjustments with you prior to implementation. For information about rescheduling or skipping a recurring service visit, please refer to our Cancellation & Rescheduling Policy in Section 3. 

  • Recurring Cleaning Exclusions: The following are not included in recurring services: 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 (not on coasters/wheels), scrubbing grout lines, cleaning pet messes, dusting the backs of wall décor, hand-wiping window blinds/door slats, or handling large collections of décor, collectibles, toiletries, and papers. If you need any of these services performed, please contact our office for pricing.

  • Initial Recurring Visit – Reset Cleaning:  Please note that your first visit is a "Reset Cleaning" that typically costs 1.5–2x more than your regular recurring rate. This initial service requires additional time not only to address deep-cleaning buildup and establish a maintenance baseline, but also to allow our team to become familiar with your home’s unique layout, electrical access, and specific requirements. This surcharge only applies if a comprehensive deep cleaning was not completed by our team prior to starting recurring services.

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YARD CARE SERVICES:  We are not responsible for pre-existing conditions of your lawn, plants, or irrigation systems. This includes damage to improperly installed, recessed, or hidden components not visible during standard maintenance. If you require debris removal (hauling off-site), additional fees will be communicated and approved prior to work. The client is responsible for obtaining any necessary permits, HOA approvals, or utility markings (811/Dig Safe) prior to the commencement of work. 

• ​Recurring Yard Care:  Regular lawn care visits 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, you agree to allow us to apply a temporary rate adjustment consistent with actual labor time required to bring the property back to standard maintenance levels. For information about rescheduling or skipping a recurring service visit, please refer to our Cancellation & Rescheduling Policy in Section 3.

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HANDYMAN SERVICES:  We offer a 30-day warranty on our handyman workmanship and company-provided materials. This warranty does not cover normal wear and tear, "Acts of God" (storm damage, falling limbs, etc.), or issues arising from client-supplied materials. Our warranty is void if the work is altered, repaired, or tampered with by the client or any third party after our departure. It is the client’s responsibility to obtain any necessary permits, HOA approvals, or utility markings (811/Dig Safe) prior to the commencement of work.

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HAULING & JUNK REMOVAL SERVICES:  Pricing is based on the volume and weight of materials; we reserve the right to refuse hazardous or illegal items. For moving and storage assistance, we provide labor and transport only; we are not professional "insured movers" and are not liable for the internal condition of electronics or items packed by the client. For clean-outs, items loaded onto our vehicles are considered abandoned and may be disposed of or donated at our discretion (donation receipts provided only if issued by the charity). The client is responsible for providing a clear, safe path for transport. A standby fee applies if our crew is delayed due to site unreadiness or supplier issues upon arrival.

 

8. LIABILITY & DAMAGES

We are fully insured and take great care while working on your property. 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. 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. We are not responsible for pre-existing damage, or damage to items that were not properly secured or disclosed in advance. We are also not responsible for damage to equipment or personal belongings resulting from the use of customer-provided tools, equipment, and/or products.

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PHOTO & MEDIA RELEASE To ensure quality control and protect against liability, our team may take "before and after" photos of the work areas. We use these photos are for internal documentation, training, and insurance purposes. Additionally, you grant In & Out Home Detailing permission to use these photos for marketing and promotional purposes. We are committed to your privacy: marketing photos will focus only on the specific work performed (e.g., a cleaned surface, a completed flowerbed, or an organized area) and will never include your name, address, family members, or identifying personal documents. If you prefer that photos of your home not be used for marketing, please notify our office in writing.
 

 

9. SATISFACTION GUARANTEE

Your satisfaction is our top priority. This guarantee is one of the ways we ensure consistent quality, accountability, and value in every service we provide, while also helping us continuously improve. At the completion of service, clients are encouraged to participate in a final walkthrough. The final walkthrough is an important tool we use to ensure satisfaction before leaving the property, and we encourage clients to take this process seriously. 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. If you are not satisfied with an approved service and did not participate in a walkthrough (or have a proxy), you must notify us in writing within 24 hours of service completion. Please send a text to 681-895-4116 or email admin@inandoutwv.com with a description of the issue and at least one clear photo. Phone reports alone and reports without a photo will not be accepted. Issues not reported within 24 hours of the service will not be eligible for correction or future service adjustments. We will return to the property within 1–48 hours to re-perform or correct 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.

 

10. COMMERCIAL SERVICES

Commercial services may be subject to separate written agreements outlining specific terms, pricing, and service scope. In the event of a conflict, the terms of any signed commercial service agreement shall prevail. If no separate written agreement is in place, these Terms and Conditions shall govern all services provided.

 

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

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13. NON-SOLICITATION OF STAFF

The client agrees not to independently hire or solicit any current or former employee of In and Out Home Detailing for private services for a period of one (1) year following the last date of service. Because the loss of a trained staff member causes significant financial harm to our operations, the client agrees that in the event of a breach of this provision, a fee of $2,500.00 shall be paid to In & Out Home Detailing as liquidated damages to cover the actual costs of recruiting, onboarding, and training a replacement.