Effective Date: January 20, 2026
These Terms of Service (“Terms”) govern your access to and use of the website and services provided by The Wild & Wonderful Cleaning Services LLC (“Company,” “we,” “our,” or “us”). By accessing our website, requesting services, booking an appointment, or communicating with us, you agree to be bound by these Terms.
1. Nature of Services
The Wild & Wonderful Cleaning Services LLC operates as a referral, coordination, and management platform connecting customers with independent, third-party cleaning professionals. We do not employ cleaners directly and do not control the manner or means by which cleaning services are performed.
2. Booking & Scheduling
By booking services through our website, phone, text message, or other communication methods, you agree to provide accurate and complete information regarding your property, service needs, scope of work, and access instructions.
All bookings are subject to availability and confirmation. We reserve the right to reschedule or cancel appointments due to availability constraints, safety concerns, weather conditions, or other unforeseen circumstances.
3. Pricing & Payments
Pricing Structure (Flat-Rate & Hourly Services)
Services may be offered as flat-rate or hourly, depending on the type of service, property condition, and scope of work.
- Flat-rate services are priced based on the agreed scope of work and are not time-based.
- Hourly services are billed based on time worked, subject to any minimums disclosed at booking.
Booking a service—whether flat-rate or hourly—does not guarantee completion if the condition, size, or scope of the property differs from what was originally described.
Flat-Rate Time Estimates
Any time estimate provided for a flat-rate service is an estimate only and is not a guarantee. Flat-rate pricing is based on the scope of work described at booking, not the amount of time spent on site.
If the actual condition of the home, size of the property, or scope of work differs from what was originally described, additional time may be required and the price may increase accordingly, subject to customer approval.
Payment Processing
Payments are processed through our third-party payment processor, Stripe. Wild & Wonderful Cleaning Services LLC does not store or process full payment card details on its own servers.
Stripe may securely store payment information in accordance with its own privacy and security policies.
By submitting payment information, you authorize us and Stripe to charge the applicable fees for services booked.
4. Cancellations, Rescheduling & Card-on-File Authorization
By booking services, you authorize us to maintain a valid payment method on file to reserve your appointment.
Cancellation & Rescheduling Policy
Cancellations or rescheduling requests must be made no later than two (2) days before the scheduled service date.
- Requests made at least two (2) days in advance incur no fee
- Requests made one (1) day before service may incur a fee of up to 50%
- Same-day cancellations, reschedules, no-shows, lockouts, or denied entry may incur a fee of up to 50%
Pay-Week Clarification
Last minute reschedules may be considered for a fee waiver only if the service remains within the same Sunday–Saturday cleaner pay week and does not impact cleaner pay or availability. Otherwise, the 50% fee applies.
5. Authorization Hold (How It Works)
Authorization Timing
Authorization holds are typically attempted approximately three (3) days prior to the scheduled service date. This allows customers time to update payment information or make scheduling changes before cancellation or rescheduling fees apply.
Card-on-File Authorization Hold
To reserve your appointment, a valid payment method is required and an authorization hold may be placed on your card.
An authorization hold:
- Is not a charge
- Does not remove money from your account
- Is handled by your bank or credit card company
- Confirms sufficient funds are available for the scheduled service
The authorized amount is held by your bank or card issuer in a separate authorization status. We do not see, access, or control these funds unless and until payment is processed.
Authorization holds are typically released automatically within a few business days. Release timing is determined by your financial institution and is outside our control.
Authorization Failure & Payment Updates
If an authorization cannot be successfully confirmed, customers will be given one (1) day to update their payment method.
If payment is not updated within this timeframe, the appointment may be canceled or rescheduled without penalty.
This policy exists to ensure services are not dispatched without confirmed payment authorization and to prevent unpaid services.
6. Scope of Services & Limitations
Services are limited to standard residential cleaning unless otherwise agreed in writing.
We do not provide:
- Biohazard or bodily fluid cleanup
- Mold remediation
- Pest infestations
- Hazardous materials
- Heavy construction debris
- Pet waste or feces
Unsafe or undisclosed conditions may result in refusal of service without refund.
7. Customer Responsibilities
Customers must:
- Provide safe and timely access to the property
- Ensure water, electricity, and heating/AC are turned on
- Secure pets during service
- Maintain reasonable working conditions
- Disclose risks, hazards, or special circumstances
We are not responsible for incomplete service caused by lack of access, unavailable utilities, unsafe conditions, excessive clutter, or inaccurate information.
8. Service Time, Estimates & Client Authorization
Booking a service does not guarantee that all tasks will be completed within the estimated time.
If additional time is required due to:
- Home condition being worse than described
- Property size being larger than disclosed
- Undisclosed rooms or tasks
- Excessive buildup or clutter
- Access issues or interruptions
we will make reasonable efforts to contact you during the service.
Additional Time & Price Adjustments
Additional time always results in a price increase.
- Additional work will only continue with customer approval
- Any price increase will be communicated before continuing
- If no response is received, service will end at the originally booked time or scope
- Remaining tasks may be left incomplete without refund
This applies to both hourly and flat-rate services.
9. Independent Contractors, Background Checks & Insurance
Cleaners operate as independent contractors.
As part of onboarding, cleaners are required to:
- Undergo background screening in accordance with applicable laws
- Maintain active insurance coverage appropriate for residential cleaning services
While we take reasonable steps to verify screening and insurance at onboarding, The Wild & Wonderful Cleaning Services LLC does not guarantee the future conduct of any individual service provider and is not responsible for acts or omissions beyond reasonable vetting and coordination efforts.
10. Service Concerns
Concerns must be reported within one (1) day of service completion.
We may offer a re-clean or partial credit at our discretion. Refunds are not guaranteed.
11. Damage Claims
Claims must be reported within two (2) days and supported by reasonable evidence.
We are not responsible for pre-existing damage, normal wear and tear, improper installation, or hidden defects.
12. Communications
You consent to receive service-related communications. Reply STOP to opt out of text messages.
13. Limitation of Liability
Our total liability shall not exceed the amount paid for the service in question.
14. Governing Law
These Terms are governed by the laws of West Virginia.
15. Changes
We may update these Terms at any time. Continued use of our services constitutes acceptance.
16. Contact
The Wild & Wonderful Cleaning Services LLC
Email: support@wildwonderfulcleaning.com