Terms and Conditions

Effective Date: June 2016

These Terms and Conditions (“Terms”) govern the access to and use of the services facilitated through Cleaning Lady PH (“Company”, “Platform”). By booking, requesting, or availing of services, the client (“Client”) agrees to be bound by these Terms.

1. Nature of Services and Platform Role

Cleaning Lady PH operates as a service facilitation platform that connects Clients with independent cleaning professionals (“Service Providers”).

Service Providers are independent contractors and are not employees, agents, or representatives of Cleaning Lady PH. The Company does not exercise control over the manner and means by which cleaning services are performed.

2. Scope of Work and Limitations

Services may include, but are not limited to:

Superior Deep Cleaning
Premium Deep Cleaning
Complete Home Cleaning
Move-In / Move-Out Cleaning
Post-Construction Cleaning

The scope of work shall be strictly limited to the services agreed upon in the confirmed quotation and/or booking confirmation. Any tasks, areas, or requests not expressly included shall be considered outside the agreed scope and may be subject to additional charges, scheduling, or approval.

The Client acknowledges that service outcomes may vary depending on the actual condition of the premises, including but not limited to level of dirt, stains, wear and tear, material sensitivity, and prior maintenance. While the Company will exert best efforts to deliver high-quality results, no guarantee is made for complete removal of deep-seated stains, discoloration, or permanent damage.

The Company reserves the right to decline, stop, or limit services under the following circumstances:

Conditions that pose health and safety risks to personnel (e.g., hazardous materials, pest infestations, biohazards)
Areas or items requiring specialized cleaning beyond standard service capability
Lack of necessary utilities (e.g., water, electricity) or safe working conditions
Any situation that may cause damage to property, equipment, or personnel

The Client is responsible for ensuring that the work area is accessible, safe, and ready for cleaning, including securing fragile, valuable, or sensitive items prior to service. The Company shall not be held liable for damage or loss arising from pre-existing conditions, improper installation, or unsecured items.

Any additional work requested during service shall be subject to availability, assessment, and corresponding charges, and may require an extension of service duration.

3. Booking, Confirmation, and Deposits

All bookings are subject to confirmation by the Platform. To secure and confirm a booking, the Client agrees to the following payment requirements:

Full payment is required for service bookings amounting to below ₱5,000.
A fifty percent (50%) down payment is required for service bookings amounting to ₱5,000 and above.

Bookings shall only be considered confirmed upon receipt of the required payment within the specified timeframe. The Company reserves the right to release or reschedule unconfirmed bookings without prior notice if payment is not received on time.

The remaining balance, if applicable, must be settled immediately upon completion of the service. Failure to do so may result in additional charges and/or suspension of future bookings.

Late Payment Penalties
Any outstanding balance not settled immediately after service completion shall incur a late payment fee of 5% per day until fully paid. The Company reserves the right to withhold future services and take necessary actions to recover unpaid balances.

Refund Policy
Payments made are generally non-refundable. However, refunds may only be considered under the following conditions:

Service is canceled by the Company due to unforeseen circumstances
Service cannot be completed due to the fault of the Company

Approved refunds, if any, shall be processed within a reasonable period and may be subject to administrative fees.

No-Show and Inaccessibility Fee
In the event that the Client is unavailable, unreachable, or fails to provide access to the service location at the scheduled time, the booking shall be considered a no-show.

A no-show fee equivalent to the down payment or minimum service fee (whichever is higher) shall be charged. The Company reserves the right to cancel the booking and decline future service requests in cases of repeated violations.

4. Pricing and Quotations

The prevailing service rates shall be based on the most recent prices published on the official social media pages and website of Cleaning Lady PH.

Final pricing, however, is subject to assessment and confirmation by the Company’s Operations Team, and will be based on the specific details and requirements provided by the Client (e.g., size of area, scope of work, condition of the site, and other relevant factors).

The Client acknowledges that all quotations are based on the accuracy and completeness of the information disclosed. In the event that the actual scope of work differs from the information initially provided—resulting in additional time, manpower, or resources required—the Company reserves the right to propose service extensions and corresponding price adjustments, subject to prior notice to the Client.

Should the Client fail to respond or provide confirmation within a reasonable period after such notice, the Company shall proceed based on the original agreed scope and quotation, and limit the work accordingly. Any incomplete or unperformed tasks due to such limitation shall not be deemed a service deficiency.

The Company further reserves the right to adjust final charges in cases of verified discrepancies, additional requirements, or changes in scope identified before or during service execution.

5. Service Duration and Overtime

All service time estimates provided by the Company are approximate and are based on the initial information disclosed by the Client. Actual service duration may vary depending on on-site conditions, scope complexity, and other unforeseen factors.

Additional charges may apply in the following circumstances:

Extension of service duration due to actual site conditions differing from those initially declared
Additional requests, instructions, or scope changes made by the Client during the service

In such cases, the Company will notify the Client of any required extension and corresponding price adjustments prior to proceeding. Approval from the Client is required before continuing beyond the originally agreed scope and duration.

Should the Client fail to respond or provide confirmation within a reasonable period, the Company reserves the right to proceed based on the original agreed service duration and scope, and limit the work accordingly. Any incomplete or unperformed tasks due to such limitation shall not be considered a deficiency in service.

6. Cancellation and Rescheduling

The Client may request to cancel or reschedule a confirmed booking provided that notice is given at least twenty-four (24) hours prior to the scheduled service date and time.

Requests made less than 24 hours prior to the scheduled service shall be considered late and may incur an inconvenience fee, depending on the booking value, with a minimum charge of ₱500.00 or forfeiture of the down payment, whichever is higher.

Failure to provide prior notice and/or absence at the scheduled time shall be treated as a no-show, and corresponding charges shall apply in accordance with the Company’s policies.

In the event of a no-show, where the Client is unavailable, unreachable, or fails to provide access at the scheduled time, the Company reserves the right to forfeit the deposit or retain a portion of the total payment. For clarity, if the Client has already paid in full (e.g., a ₱25,000 booking with a 50% required down payment), the equivalent of the required down payment shall be forfeited, and the remaining balance, if any, may be refunded subject to applicable deductions and administrative fees.

Any approved rescheduling shall be subject to availability of service slots. The Company reserves the right to decline or adjust rescheduled bookings based on operational capacity.

The Company further reserves the right to adjust, impose, waive, increase, or modify cancellation fees, rescheduling fees, inconvenience fees, operational charges, and applicable penalties based on prevailing operational standards, manpower allocation, scheduling impact, business conditions, and management discretion.

Repeated cancellations, abusive rescheduling, no-shows, or unreasonable booking behavior may result in service restrictions, refusal of future bookings, suspension, or permanent blacklisting from the platform.

7. Client Responsibilities

The Client agrees to fulfill the following responsibilities to ensure the smooth and safe delivery of services:

Provide timely, safe, and unobstructed access to the premises, including securing all necessary work permits, gate passes, and building clearances prior to the scheduled service
Ensure the availability of essential utilities, including water and electricity, throughout the duration of the service
Secure, remove, or properly store all valuables, cash, important documents, and fragile or delicate items prior to the commencement of service

The Client acknowledges that failure to comply with the above may result in delays, additional charges, or limitations in service delivery.

Limitation of Liability – Valuables and Fragile Items
The Company and its service personnel shall not be held liable for any loss, damage, or misplacement involving:

Valuables, cash, or personal belongings that are left unsecured or unattended
Fragile, delicate, or high-value items that were not disclosed in advance and/or not properly secured or removed by the Client

Limitation of Liability – General Cap
To the fullest extent permitted by law, any and all claims for loss, damage, or liability arising out of or in connection with the service shall be limited to a maximum of fifty percent (50%) of the total contract or service price.

This limitation applies regardless of the nature of the claim (whether in contract, tort, or otherwise) and shall constitute the Client’s sole and exclusive remedy against the Company.

Claims Reporting and Investigation
Any claim for loss, damage, or service-related concern must be reported within twenty-four (24) hours from the completion of the service. Claims reported beyond this period may no longer be entertained.

All claims shall be subject to proper investigation and verification by the Company. The Client agrees to provide reasonable cooperation, including photos, documentation, and access for inspection if necessary.

Failure to comply with the reporting requirements and investigation process may result in the denial of the claim.

8. Permits, Access and On-site Requirements

The Client is responsible for securing and preparing all necessary work permits, gate passes, and access clearances prior to the scheduled service date, especially for bookings on weekends and holidays. All parking fees, toll fees, and any building-related charges shall be borne by the Client.

The Client must also ensure that building administration protocols, security requirements, and entry procedures are properly coordinated in advance.

In the event that the service team is unable to commence work within thirty (30) minutes from the scheduled start time due to circumstances beyond the Company’s control, the booking may be subject to cancellation and corresponding charges. Such circumstances include, but are not limited to:

Failure to secure or present required work permits or gate passes
Lack of coordination with building administration or unawareness of building protocols
Restrictions or delays imposed by security personnel or property management
Electrical interruptions or unavailability of power supply necessary for service
Inaccessible premises or inability to enter the service location
Client or authorized representative not present or unreachable on-site

Any resulting delays, rescheduling, or cancellations arising from the above shall be the responsibility of the Client.

9. Tools, Equipment, and Materials

The Company shall provide and utilize standard cleaning tools, equipment, and materials deemed appropriate and safe for the service. The Company promotes and recommends the use of approved, industry-standard cleaning products and solutions to ensure quality results and minimize risk of damage.

In the event that the Client requests or insists on the use of client-provided cleaning products, materials, equipment, or specific cleaning methods, the Client assumes full responsibility for any outcome arising from such use.

The Company shall not be held liable for any damage, discoloration, or adverse results caused by:

Use of client-provided cleaning products or solutions
Incompatible, substandard, or defective materials or surfaces (e.g., sensitive finishes, untreated wood, or materials prone to damage)
Client instructions that require deviation from standard cleaning practices or proper equipment usage

Client Instruction Risk Acknowledgment

By requesting or authorizing the use of non-standard products, materials, equipment, or methods, the Client expressly acknowledges and accepts all associated risks, including potential damage to surfaces, materials, or property. The Client agrees to waive any claims against the Company arising from such instructions or preferences.

The Company reserves the right to refuse or discontinue the use of any product, material, or method that may pose a risk to property, surfaces, or personnel, even if requested by the Client.

10. Documentation, Photos, and Media Use

For documentation, quality assurance, and record-keeping purposes, the Company and/or its service personnel may take before-and-after photographs or videos of the service area during or after the completion of the service.

Such materials shall be used strictly for legitimate business purposes, including but not limited to:

Service documentation and quality control
Internal reporting and record-keeping
Dispute resolution, verification, and investigation of claims

The Company shall take reasonable measures to avoid capturing personally identifiable information or sensitive content. No identifiable photos, videos, or client information shall be publicly posted, disclosed, or used for marketing purposes without the Client’s prior consent.

Personal Social Media Use by Service Providers
Any photos, videos, or content independently taken and posted by service personnel on their personal social media accounts shall be considered outside the Company’s official control and authority. Such acts shall not automatically be deemed authorized, endorsed, or published by the Company.

Nevertheless, the Company strictly discourages unauthorized posting of client premises or information and may impose appropriate disciplinary action on personnel found to have violated Company policies regarding client privacy and confidentiality.

11. Service Limitations and Expected Results

The Client acknowledges and understands that cleaning results may vary depending on the actual condition, age, quality, and type of materials or surfaces being serviced. While the Company shall exert best efforts to deliver high-quality results, the following are not guaranteed:

Complete removal of deep-seated stains, odors, discoloration, rust, mold, or other permanent marks
Restoration of surfaces or materials to their original or brand-new condition

The Client further acknowledges that certain stains, damages, or discolorations may be irreversible due to wear and tear, prolonged buildup, improper maintenance, chemical reactions, or material sensitivity.

Prior to confirmation of the booking, the Company’s Operations Team may provide an initial assessment, recommendations, and expectation management based on the information and photos submitted by the Client. Such assessment is made in good faith to guide the Client on the reasonable and expected outcome of the service.

By proceeding with the booking, the Client agrees that the service is performed on a best-effort basis and acknowledges that the Company does not guarantee “like-new” or “perfect restoration” results in all cases.

12. Sensitive Materials and Surface Conditions

The Client acknowledges that certain materials and surfaces—including but not limited to wood, marble, natural stone, delicate fabrics, antique or aged fixtures, specialty finishes, and other sensitive materials—may be inherently delicate and susceptible to damage, discoloration, or deterioration during the cleaning process despite the exercise of reasonable care.

The Company and its service personnel shall not be held liable for any damage, discoloration, or adverse results arising from:

Pre-existing wear, deterioration, weakness, or structural defects
Improper installation, assembly, sealing, or maintenance of materials or fixtures
Inherent limitations, sensitivity, or incompatibility of the material or surface
Hidden defects or conditions not visible prior to cleaning

The Company promotes the use of safe and standard cleaning methods and reserves the right to refuse or discontinue the use of any cleaning product, chemical, material, or procedure where compatibility with the surface or furniture cannot be reasonably confirmed. In such cases, the Client may be informed that a specific area, material, or item cannot be safely cleaned in order to avoid the risk of damage.

If the Client nevertheless instructs or insists that the service proceed despite the identified risks, such instruction shall be deemed acceptance of the associated risks, and the Company shall not be liable for any resulting damage.

Any unauthorized decision by service personnel to proceed against Company protocols or safety guidance shall be subject to internal disciplinary action; however, the Company’s liability shall remain subject to the limitations and exclusions set forth in these Terms and Conditions.

13. Moisture Exposure, Structural Conditions, and Pre-existing Defects

The Client acknowledges that cleaning activities may involve the use of water, steam, moisture, cleaning solutions, and equipment necessary for the proper performance of the service. The Client is responsible for ensuring that the premises, fixtures, flooring, walls, ceilings, electrical systems, and other affected areas are structurally sound, waterproofed, and suitable for cleaning activities.

The Company and its service personnel shall not be held liable for any loss, damage, malfunction, recurrence of issues, or adverse conditions arising from or related to:

Poor waterproofing or inadequate sealing
Structural defects, weak flooring, unstable fixtures, or deteriorated surfaces
Existing leaks, moisture intrusion, plumbing defects, or hidden water damage
Mold, mildew, odors, or stains caused by unresolved leaks or recurring structural problems
Inaccurate, incomplete, or misleading information provided by the Client regarding the condition of the premises

The Client acknowledges that certain issues—such as recurring mold growth, foul odors, discoloration, or moisture buildup—may return if the underlying source (e.g., leaks, poor ventilation, or structural defects) is not repaired or resolved. Such recurrence shall not be considered a service deficiency or grounds for complaint against the Company.

The Company further reserves the right to refuse, suspend, or limit services where site conditions may pose risk of damage to property, equipment, or personnel. Any damage to Company equipment or interruption of service arising from undisclosed or improperly declared site conditions may be charged to the Client, subject to proper assessment and verification.

14. Appliances and Electrical Systems

The Client acknowledges that cleaning activities conducted near appliances, electronic devices, wiring, outlets, cables, internet systems, lighting fixtures, and other electrical components may involve incidental movement, temporary disconnection, or exposure necessary for cleaning access.

The Company does not guarantee the continued functionality, performance, or uninterrupted operation of appliances, electronic devices, internet connections, electrical systems, or fixtures after cleaning, particularly where pre-existing defects or unsafe conditions are present.

The Company and its service personnel shall not be held liable for any damage, malfunction, interruption, or loss arising from or related to:

Pre-existing defects, faulty wiring, overloaded circuits, unstable electrical supply, or defective outlets
Improper installation or unsafe positioning of appliances, cables, routers, fixtures, or electrical components
Power interruptions, electrical surges, short circuits, overheating, or fire hazards originating from the property’s electrical system
Movement or accidental displacement of wires, plugs, internet cables, adapters, or connected devices necessary for cleaning access
Existing loose connections or unstable network/electrical configurations resulting in temporary disruption of internet, cable, or device functionality
Hidden hazards or unsafe site conditions not disclosed by the Client

The Client is solely responsible for ensuring that all electrical systems, outlets, appliances, and fixtures within the premises are safe, properly maintained, and suitable for normal cleaning activities. Any damage to Company equipment or injury to personnel caused by defective electrical systems, hazardous conditions, or inaccurate declarations regarding site conditions may be charged to the Client.

The Company further reserves the right to refuse tasks that may pose safety risks or fall outside the normal scope of cleaning services, including but not limited to electrical repairs, rewiring, replacement of light bulbs, troubleshooting of appliances or internet systems, or handling of hazardous electrical conditions.

Any temporary service interruption involving internet, cable, appliances, or electronic devices incidental to cleaning activities shall not automatically be considered negligence or liability on the part of the Company, particularly where cleaning access reasonably requires movement of surrounding items or cables.

15. Specialized Cleaning Services

15.1 Post-Construction Cleaning
Post-construction cleaning services are performed on a best-effort basis and are intended only after major construction, renovation, painting, carpentry, and related works have been substantially completed. The Client is responsible for ensuring that all contractors, suppliers, and workers have already completed their respective scope of work prior to the scheduled cleaning service.

The Client acknowledges that construction-related dust, debris, paint particles, cement residue, and fine particles may naturally resettle after cleaning, especially in areas with ongoing construction activity, open ventilation, unfinished works, or continued contractor access. Such dust resettlement shall not automatically be considered incomplete or deficient service.

The Company shall not be liable for recurring dust, debris, stains, or cleaning issues caused by:

Ongoing or unfinished construction activities
Contractor back jobs, repairs, retouching, repainting, installations, or punch-list works performed after cleaning
Open windows, ventilation exposure, or continued movement of construction materials and personnel
Improper turnover or incomplete readiness of the premises for final cleaning

Depending on the actual site condition, the Company may recommend or require multiple cleaning sessions to achieve optimal results. Additional sessions shall be subject to separate quotation and scheduling.

Any service-related concern, complaint, or request for corrective action (“back job”) must be reported within twenty-four (24) hours from service completion through the Company’s official communication channels. All concerns shall be subject to proper assessment and verification. Complaints arising from ongoing construction, contractor activities, or new dust accumulation after turnover may not qualify for free back jobs or corrective services.

15.2 Upholstery Cleaning
Upholstery cleaning results may vary depending on the fabric type, age, condition, staining, odor penetration, prior treatment, and material sensitivity of the furniture or item being serviced.

The Company does not guarantee complete removal of deep-seated stains, odors, discoloration, pet-related contamination, or permanent marks. Certain fabrics and materials may react differently to moisture, cleaning agents, heat, or extraction methods despite reasonable care and industry-standard procedures.

The Client acknowledges that upholstery cleaning may reveal pre-existing defects, fading, fabric weakening, hidden stains, discoloration, shrinkage, or deterioration not previously visible prior to cleaning. The Company shall not be liable for such pre-existing or inherent material conditions.

Drying time may vary depending on ventilation, humidity, weather conditions, and fabric composition. The Client is responsible for ensuring adequate ventilation and drying conditions after service.

15.3 Post-Flood Cleaning
Post-flood cleaning services are limited to general cleaning, sanitation assistance, and removal of surface-level dirt, sludge, and debris. The Company does not guarantee complete restoration, decontamination, odor elimination, or prevention of future mold growth or structural deterioration.

Flood-affected properties may contain hidden hazards, contamination, weakened structures, electrical risks, sewage exposure, and moisture intrusion. The Client is responsible for ensuring that the property has been declared reasonably safe and accessible prior to service.

The Company reserves the right to refuse, suspend, or limit services where conditions pose health, safety, or operational risks to personnel or equipment.

15.4 Mold, Biohazards, and Pest-Related Conditions
The Company does not provide licensed or certified mold remediation, biohazard remediation, hazardous waste disposal, pest extermination, or other highly specialized environmental treatment services unless expressly stated otherwise in writing.

Services involving mold, bodily fluids, infestation, strong contamination, hazardous substances, or biohazard-related conditions may require ocular inspection, site assessment, or specialized evaluation prior to acceptance of the booking.

The Company reserves the right to:

Require an on-site inspection prior to quotation or service confirmation
Impose additional charges, manpower, equipment requirements, or safety protocols
Refuse or discontinue service where conditions exceed the Company’s standard cleaning scope or pose unreasonable health and safety risks

The Client acknowledges that standard cleaning services do not guarantee complete elimination of mold spores, pests, contaminants, odors, or hazardous conditions, particularly where the underlying source of contamination remains unresolved.

16. Additional Requests and Scope Changes

Any request, instruction, or task beyond the originally agreed scope of work, quotation, or booking confirmation shall be considered an additional request or scope change and shall be subject to further assessment by the Company.

Such additional requests may:

Incur corresponding additional charges
Require extension of service duration or additional manpower
Be subject to availability, operational limitations, and approval by the Company

The Company shall make reasonable efforts to inform the Client of any applicable adjustments in pricing, service duration, or scheduling prior to proceeding with the additional work.

To avoid misunderstandings and ensure proper documentation, all additional requests, approvals, concerns, and scope changes must be communicated through the Company’s official communication channels or platform. The Company shall not be bound by verbal arrangements, side agreements, or unofficial instructions made directly with service personnel outside authorized communication channels.

In the absence of the Client’s approval or response within a reasonable period, the Company reserves the right to proceed only with the originally agreed scope of work and quotation. Any unperformed tasks outside the approved scope shall not be considered incomplete or deficient service.

17. Conduct and Safety

The Client agrees to maintain a safe, respectful, and professional environment for the Company’s service providers throughout the duration of the service. The Client shall ensure that all occupants, guests, representatives, and third parties within the premises likewise observe proper conduct toward service providers.

The Company maintains a strict zero-tolerance policy against any form of:

Harassment, intimidation, threats, or abusive behavior
Discrimination, verbal abuse, or inappropriate language
Sexual harassment or any form of unwanted physical or verbal conduct
Unsafe, violent, illegal, or hazardous behavior or conditions
Any conduct that compromises the safety, dignity, well-being, or ability of service providers to properly perform their duties

In the event that any such behavior or condition occurs, the Company reserves the right to immediately suspend or terminate the service, remove its service providers from the premises, and refuse continuation of the booking without refund.

The Company further reserves the right to decline future bookings and take any appropriate legal or protective action deemed necessary under the circumstances.

18. Pets and Animal Liability

The Client is required to disclose the presence of any pets or animals within the premises prior to the scheduled service. The Client shall be fully responsible for ensuring that all pets are properly secured, controlled, and supervised throughout the duration of the service.

The Client assumes full responsibility and liability for:

Any injury, bite, scratch, attack, or harm caused by pets or animals to the Company’s service providers
Any disruption, interference, or unsafe condition caused by pets during service
Any damage caused by pets to Company equipment, tools, materials, cleaning machines, or property

The Company and its service providers shall not be held liable for:

Pet-related incidents, accidents, escapes, injuries, illness, stress, or behavioral reactions occurring during or after the service
Injuries or accidents involving pets that are left unsupervised, unsecured, or improperly controlled by the Client
Loss or damage arising from the Client’s failure to monitor or safely restrain pets during cleaning activities

The Company reserves the right to suspend, refuse, or terminate the service without refund if pets are deemed aggressive, unsafe, disruptive, or insufficiently secured. Any resulting delays, damages, additional cleaning requirements, or equipment repairs caused by pets may be charged to the Client.

19. Third-Party Interference and Site Disruption

The Company shall not be responsible for delays or issues caused by third parties, including but not limited to:

Contractors
Movers
Guests

The Company shall not be held responsible for any delays, interruptions, limitations in service quality, incomplete work, damage, or operational issues arising from the actions, presence, or interference of third parties within or around the service premises.

Such third parties may include, but are not limited to:

Contractors, construction workers, technicians, or maintenance personnel
Movers, delivery personnel, installers, or suppliers
Guests, occupants, tenants, visitors, or other service providers
Building administration personnel, security staff, or property management representatives

The Client acknowledges that ongoing activities by third parties—including construction work, repairs, installations, moving activities, inspections, or simultaneous services—may affect cleaning efficiency, safety, accessibility, drying time, dust accumulation, scheduling, and overall service results.

The Company shall not be liable for any recurring dust, debris, stains, disruptions, or damage caused directly or indirectly by third-party activities before, during, or after the service.

The Company reserves the right to suspend, delay, limit, or terminate the service if third-party interference creates unsafe conditions, unreasonable delays, restricted access, operational difficulties, or circumstances beyond the Company’s reasonable control. Any resulting additional charges, overtime, rescheduling, or repeat cleaning requirements may be charged to the Client, subject to assessment and verification.

Inaccessible or Unsafe Areas

The Company reserves the right to exclude, refuse, suspend, or discontinue cleaning services in any area or portion of the premises that is determined to be:

Inaccessible, obstructed, or difficult to safely reach
Locked, restricted, or unavailable for entry at the time of service
Unsafe, hazardous, unstable, or posing potential risk to personnel, equipment, or property
Affected by structural weakness, electrical hazards, excessive clutter, biohazards, infestation, or other dangerous conditions

The Client is responsible for ensuring that all areas included in the agreed scope of work are reasonably accessible, safe, and ready for cleaning prior to the commencement of service.

Any area that cannot be safely accessed or serviced at the scheduled time may be excluded from the scope of work without refund or reduction in charges, particularly where the limitation is caused by site conditions, lack of access, or circumstances beyond the Company’s control.

The Company shall not be liable for incomplete cleaning results or unperformed tasks involving inaccessible, restricted, or unsafe areas. Any request for return visits, special access arrangements, additional manpower, or specialized equipment may be subject to additional charges and scheduling availability.

21. Key and Premises Handling/ Presence/ Supervision

The Client is strongly encouraged to be physically present at the service location during the entire duration of the service or to designate a duly authorized representative to supervise, coordinate, and provide immediate access or instructions when necessary. The Company’s standard operating procedure recommends that a responsible adult remain on-site while services are being performed.

In the event that the Client voluntarily leaves the premises unattended or provides keys, access cards, passcodes, alarm credentials, or other means of entry to the Company or its personnel, the Client acknowledges and accepts the inherent risks associated with unattended access arrangements.

While the Company and its personnel shall exercise reasonable care in handling keys, access credentials, and entry to the premises, the Company shall not be held liable for:

Loss, damage, incidents, or claims occurring beyond the Company’s reasonable control
Pre-existing property conditions, hidden defects, or unforeseen incidents discovered during unattended service
Alleged missing items, accidents, or disputes arising where no Client representative or authorized supervisor was present during the service

By authorizing service in the absence of the Client or an authorized representative, the Client acknowledges that they may be limiting or waiving certain rights to contest or verify incidents, conditions, or claims that cannot be reasonably validated after completion of the service.

The Company reserves the right to refuse unattended service arrangements where site conditions, security concerns, building policies, or operational risks require on-site supervision or coordination by the Client.

22. Claims, Damage Reporting and Liability Assessment

Any claim for loss, damage, incomplete service, or service-related concern must be formally reported to the Company within twenty-four (24) hours from the completion of the service through the Company’s official communication channels. Claims submitted beyond this period may no longer be entertained.

All claims must be supported by sufficient and verifiable evidence, including but not limited to:

Clear photographs or videos of the alleged damage or issue
Relevant receipts, invoices, or proof of ownership/value, when applicable
Access for inspection, assessment, and investigation by the Company, if reasonably required

All reported claims shall be subject to proper review, assessment, and verification by the Company. The Company reserves the right to determine, in good faith, whether the claim is attributable to the service performed and whether compensation, repair, corrective action, or replacement is warranted under these Terms and Conditions.

Any approved liability shall be limited solely to the reasonable repair cost or fair replacement value of the affected item, subject to depreciation, actual condition, age, market value, and supporting documentation. Under no circumstance shall liability exceed the limitations set forth in these Terms and Conditions, including the applicable liability cap.

The Company and its service personnel shall not be held liable for:

Pre-existing damage, defects, deterioration, or structural weakness
Normal wear and tear, aging, discoloration, corrosion, or material fatigue
Improperly installed, maintained, repaired, or stored items or fixtures
Hidden defects or latent conditions not reasonably visible prior to cleaning
Consequential, indirect, incidental, or speculative damages, including loss of use, inconvenience, business interruption, or emotional distress

Failure to comply with the reporting and investigation requirements stated herein may result in denial of the claim.

23. Protection Against Theft Claims and Security Procedures

The Company implements reasonable screening, accreditation, and internal compliance measures for its service personnel in accordance with its operational standards. However, the Client acknowledges that the Company does not act as an insurer or guarantor against all potential loss, theft, or missing-item allegations.

In the event of any alleged theft, missing property, or security-related incident, the Company shall reasonably cooperate in the review and investigation of the matter, subject to applicable laws, available evidence, and due process.

All theft-related claims must:

Be formally reported within twenty-four (24) hours from service completion
Be supported by sufficient and credible evidence
Allow the Company reasonable opportunity to investigate the circumstances surrounding the allegation

The Company and its personnel shall not be held liable for:

Unsupported, speculative, inconsistent, or unverified allegations
Unsecured cash, valuables, jewelry, gadgets, documents, or personal belongings left unattended during service
Alleged losses discovered long after service completion without immediate verification or inspection
Situations where the Client or authorized representative failed to supervise, secure, inspect, or verify the premises and belongings immediately after service

The Client acknowledges that it is their responsibility to secure valuables and to conduct any desired inspection of bags, equipment, or belongings of service personnel before departure from the premises. Failure to do so may affect the ability to verify subsequent claims.

Any liability that may be established after proper investigation and verification shall be subject to the Company’s liability limitations and shall not exceed fifty percent (50%) of the total contract or service price.

The Company reserves the right to pursue appropriate legal remedies against any person who makes false, malicious, fraudulent, or defamatory allegations against the Company or its personnel.

24. Limitation of Liability

The total liability of Cleaning Lady PH, if any, shall not exceed 50% the total contract price paid by the Client.

To the fullest extent permitted by applicable law, the total aggregate liability of Cleaning Lady PH, including its owners, officers, employees, coordinators, and service personnel, for any and all claims, losses, damages, liabilities, costs, or causes of action arising out of or related to the services provided shall be strictly limited to a maximum of fifty percent (50%) of the total contract or service price actually paid by the Client for the specific service giving rise to the claim.

This limitation shall apply regardless of the nature or basis of the claim, whether arising from contract, negligence, tort, warranty, strict liability, or otherwise.

Under no circumstances shall the Company be liable for any:

Indirect, incidental, consequential, exemplary, or punitive damages
Loss of income, business, profit, opportunity, data, or use
Emotional distress, inconvenience, reputational harm, or speculative losses
Recurring issues caused by pre-existing conditions, structural defects, unresolved maintenance problems, or third-party actions

The Client acknowledges that the pricing of the services reflects the allocation of risks and liability limitations stated in these Terms and Conditions. By availing of the Company’s services, the Client expressly agrees to these limitations as an essential condition of the service agreement.

25. Indemnity

The Client agrees to defend, indemnify, and hold harmless Cleaning Lady PH, including its owners, officers, employees, coordinators, and service personnel, from and against any and all claims, demands, liabilities, damages, losses, actions, penalties, costs, and expenses (including reasonable legal and administrative costs) arising out of or related to:

Unsafe, hazardous, defective, or non-compliant premises or site conditions
Acts, omissions, negligence, or misconduct of third parties, including contractors, guests, tenants, movers, maintenance personnel, or other occupants of the premises
Improper use, misuse, unauthorized handling, or unsafe condition of the Client’s property, fixtures, appliances, utilities, equipment, or materials
Breach by the Client of any provision of these Terms and Conditions
Inaccurate, incomplete, or misleading information provided by the Client regarding the condition of the premises or scope of work
Injury, loss, or damage caused by pets, unsecured items, structural defects, electrical hazards, or other conditions under the Client’s control or responsibility

The Client further agrees that the Company shall not be held liable for claims arising from circumstances beyond its reasonable control or from risks that were disclosed, inherent, assumed, or accepted by the Client prior to or during the service.

This indemnity obligation shall survive the completion, suspension, termination, or cancellation of the service agreement.

26. Payment Disputes

In the event of any billing concern, payment issue, or dispute relating to the services rendered, the Client agrees to first seek resolution directly with Cleaning Lady PH through the Company’s official communication channels and to provide the Company a reasonable opportunity to investigate and address the matter in good faith.

The Client agrees not to initiate chargebacks, payment reversals, withholding of payment, or disputes with banks, payment providers, or financial institutions without first attempting to resolve the issue directly with the Company, except where clearly required by applicable law.

Any fraudulent, abusive, malicious, or unjustified chargeback, payment reversal, or dispute may result in:

Immediate suspension or termination of current and future services
Permanent blacklisting from future bookings or transactions with the Company
Recovery actions for unpaid balances, chargeback fees, administrative costs, collection expenses, and reasonable legal fees
Appropriate civil, legal, or criminal action where warranted under applicable laws

The Company reserves the right to submit relevant records, invoices, communications, photographs, service confirmations, signed documents, and other supporting evidence to payment providers, financial institutions, legal authorities, or dispute-resolution bodies in defense of any contested transaction.

27. Non-Solicitation and Circumvention

The Client agrees not to directly or indirectly solicit, hire, contract, engage, recruit, or enter into any private arrangement with any of the Company’s service personnel outside the official platform, booking system, or authorized communication channels of Cleaning Lady PH.

This restriction includes, but is not limited to:

Direct hiring for cleaning or related services outside the Company
Side arrangements, off-platform payments, or unofficial bookings
Referrals or endorsements intended to bypass the Company’s systems, policies, or service fees
Assisting or facilitating third parties, competitors, agencies, or businesses in recruiting or poaching the Company’s personnel

The Client acknowledges that the Company invests substantial resources in recruitment, screening, training, operations, and personnel development. Any unauthorized circumvention or interference with the Company’s business relationships may cause significant operational and financial harm to the Company.

In the event of any violation of this provision, the Company reserves the right to:

Suspend or permanently restrict the Client from future services
Deny future bookings or access to the platform
Impose reasonable administrative charges, damages, or penalties where permitted by law
Pursue appropriate legal remedies against parties involved in unauthorized solicitation, recruitment, poaching, or business interference

The Company likewise reserves the right to take protective or legal action against competitors, agencies, businesses, or third parties found to have intentionally induced, encouraged, or participated in the unauthorized recruitment, poaching, or solicitation of the Company’s personnel through the use of the Company’s platform, client relationships, or operational access.

28. Public Feedback, Reviews, and Defamatory Statements

The Company values honest, fair, and constructive feedback from Clients and encourages any concerns, complaints, or service-related issues to be communicated directly through the Company’s official communication channels to allow proper review, investigation, and resolution in good faith.

The Client agrees to provide truthful, accurate, and fair statements in any public review, social media post, testimonial, or online publication relating to the Company or its personnel.

The Company reserves the right to respond to, investigate, and protect itself against any false, misleading, malicious, defamatory, or bad-faith statements that may unfairly damage the reputation, operations, personnel, or business interests of the Company. Where permitted by applicable law, such conduct may give rise to appropriate legal remedies or corrective action.

Nothing in this provision shall be construed to prohibit lawful, honest, and good-faith reviews or the exercise of legitimate consumer rights under applicable laws.

29. Collaborations, Influencer Partnerships, and Promotional Agreements

Any collaboration, influencer engagement, sponsorship, brand partnership, barter arrangement, promotional service, affiliate arrangement, or other marketing-related engagement with Cleaning Lady PH must be clearly documented and mutually agreed upon in writing prior to the commencement of any service, campaign, or deliverable.

All collaboration terms shall be limited strictly to the written agreement between the parties and may include, but are not limited to:

Scope of services or promotional activities
Deliverables, posting requirements, content formats, and publication schedules
Compensation, discounts, complimentary services, commissions, or barter arrangements
Usage rights, reposting permissions, and ownership of content
Brand guidelines, approvals, disclosures, and campaign duration
Exclusivity, non-compete, confidentiality, or non-disparagement provisions, where applicable

The Company shall not be liable or obligated for any expectations, assumptions, verbal promises, implied arrangements, projected business results, audience engagement, exposure, reach, conversions, or benefits that are not expressly stated in the written agreement.

The Company reserves the right to refuse, suspend, terminate, or withhold collaboration benefits in cases involving:

Failure to fulfill agreed deliverables or timelines
Misrepresentation, fraudulent activity, fake engagement, or misleading metrics
Content or conduct that may harm the Company’s reputation, personnel, operations, or brand image
Violation of applicable laws, platform policies, or Company guidelines
Unauthorized use of the Company’s trademarks, branding, photos, videos, or confidential information

Unless otherwise agreed in writing, all intellectual property rights, trademarks, trade names, operational materials, business processes, and proprietary information belonging to the Company shall remain the exclusive property of Cleaning Lady PH.

The Company further reserves the right to repost, share, archive, or reference publicly published collaboration-related content that features the Company, its services, or its brand, unless expressly prohibited by written agreement.

Any dispute arising from a collaboration or partnership arrangement shall be governed exclusively by the written terms agreed upon by the parties. In the absence of a signed written agreement, the Company reserves the right to determine the applicable terms based on documented communications, confirmed deliverables, and operational records.

30. Privacy

The Company respects the privacy and confidentiality of its Clients and shall make reasonable efforts to handle personal information in accordance with applicable data protection and privacy laws.

Client information collected by Cleaning Lady PH may be used solely for legitimate business and operational purposes, including but not limited to:

Service facilitation, booking coordination, and scheduling
Client communication, customer support, and follow-ups
Billing, invoicing, payment processing, and record-keeping
Quality assurance, dispute resolution, and operational improvement
Compliance with legal, regulatory, safety, or administrative requirements

By availing of the Company’s services, the Client consents to the collection, processing, storage, and reasonable use of information necessary for the performance of the service and related business operations.

While the Company implements reasonable administrative and operational safeguards to protect Client information, the Client acknowledges that no system, platform, electronic communication, or data transmission method can be guaranteed completely secure or error-free. Accordingly, the Company shall not be held liable for any unauthorized access, loss, disclosure, delay, corruption, misuse, cyber incident, or breach of information arising from circumstances beyond the Company’s reasonable control, including but not limited to:

Failures or vulnerabilities of third-party platforms, applications, payment gateways, internet providers, cloud services, or communication channels
Cyberattacks, hacking, phishing, malware, ransomware, or other malicious activities by third parties
Unauthorized acts, negligence, or misuse by third parties outside the Company’s control
Force majeure events, technical failures, or system interruptions

The Client further acknowledges that communications conducted through third-party applications, social media platforms, messaging applications, email services, or telecommunications providers may involve risks outside the Company’s direct control.

The Company shall likewise not be liable for disclosures, recordings, photographs, or information voluntarily shared, published, or transmitted by the Client or by third parties connected to the Client.

To the fullest extent permitted by law, the Client agrees that any liability arising from privacy, confidentiality, or data-related concerns shall remain subject to the limitations of liability stated in these Terms and Conditions.

31. Force Majeure

The Company shall not be held liable for any delay, interruption, rescheduling, limitation, suspension, or failure in the performance of its obligations where such circumstances arise from events beyond the Company’s reasonable control (“Force Majeure Events”).

Force Majeure Events include, but are not limited to:

Natural disasters and acts of God, including typhoons, floods, earthquakes, volcanic eruptions, fires, landslides, and severe weather conditions
Public emergencies, pandemics, epidemics, quarantines, or health-related restrictions
Government actions, regulations, lockdowns, curfews, travel restrictions, or orders issued by national or local authorities
Power outages, utility interruptions, internet or telecommunications failures, transportation disruptions, fuel shortages, or infrastructure failures
Labor disputes, strikes, civil unrest, riots, criminal acts, terrorism, or threats to public safety
Accidents, emergencies, hazardous site conditions, or any event that may reasonably compromise the safety of the Company’s personnel, equipment, or operations

In the occurrence of any Force Majeure Event, the Company reserves the right to:

Delay, reschedule, suspend, shorten, modify, or cancel the service
Withdraw personnel from the site where safety or operational risks are present
Refuse continuation of service until conditions are deemed reasonably safe and operationally feasible

The Client acknowledges that any such delay, interruption, or cancellation shall not constitute breach of contract, negligence, or service deficiency on the part of the Company.

The Company shall make reasonable efforts to notify the Client and coordinate alternative schedules where practicable; however, the Company does not guarantee availability of immediate replacement schedules, personnel, or service continuity during Force Majeure Events.

Any payments already made may, at the Company’s discretion and subject to operational feasibility, be applied toward rescheduled services, less any non-recoverable operational costs already incurred.

32. Amendments

The Company reserves the right to modify, amend, revise, supplement, or update these Terms and Conditions at any time, at its sole discretion, for operational, legal, regulatory, safety, or business purposes.

Any updated version shall become effective upon publication, posting, circulation, or other reasonable form of notice by the Company, unless otherwise stated. It shall be the Client’s responsibility to review the most current version of the Terms and Conditions prior to availing of the Company’s services.

Continued use of the Company’s platform, services, bookings, communications, or transactions after any amendment or update shall constitute the Client’s acknowledgment, understanding, and acceptance of the revised Terms and Conditions.

No waiver, modification, or exception to these Terms and Conditions shall be valid unless expressly approved in writing by an authorized representative of the Company. Verbal statements, informal communications, or unofficial arrangements shall not amend or override these Terms and Conditions unless formally confirmed by the Company in writing.

33. Governing Law and Jurisdiction

These Terms and Conditions, including all bookings, transactions, services, disputes, claims, and matters arising out of or relating to the Company’s services, shall be governed by and construed in accordance with the laws of the Republic of the Philippines, without regard to conflict of law principles.

The Client agrees that any dispute, controversy, or legal proceeding arising from or related to the services provided by Cleaning Lady PH shall be subject to the exclusive jurisdiction of the appropriate courts located within the Philippines, unless otherwise required by applicable law.

Prior to the filing of any formal legal action, the parties agree to exert reasonable efforts in good faith to resolve disputes amicably through direct communication and discussion.

34. Contact Information

Email: info@cleaninglady.ph

Mobile: +63 917 625 9784

Social Media: FB: Cleaning Lady PH | IG: @cleaningladyph