TERMS & CONDITIONS — VANTACLEAN (VANTA CLEANING CO., LLC)
By visiting this website, creating an account, or booking a cleaning service with VantaClean (Vanta Cleaning Co., LLC), you agree to the following Terms & Conditions. Please read them carefully before using our services or website. VantaClean may update these Terms at any time without prior notice.
1. HEALTH, ILLNESS & SAFETY
Do not schedule a cleaning if anyone in the home has a contagious illness (including flu, COVID-19, stomach virus, or similar). You must notify VantaClean if someone becomes sick before your appointment so we can reschedule. VantaClean may refuse or pause service if conditions pose a health or safety risk to our cleaners (biohazards, infestations, aggressive animals, unsafe conditions, etc.).
2. SERVICE AREA
VantaClean provides services primarily in Waxhaw, NC, and surrounding areas including Weddington, Indian Land, Fort Mill, and Lancaster. Travel fees may apply to areas outside our core territory.
3. BOOKING, PAYMENTS & RECEIPTS
Payment is due in full at the time of booking. We accept major credit/debit cards. Cash payments are not accepted unless pre-approved. A booking is not confirmed until payment details are provided. Receipts are sent automatically to the email used at booking. You must request a manual resend if not received.
4. REFUNDS & SATISFACTION GUARANTEE
We do not offer cash refunds. If you are dissatisfied, notify us within 24 hours of the appointment start time. Provide a list of issues with photos. We will schedule a free re-clean of those specific areas within 24–72 hours. Re-cleans may only address originally booked tasks. Requests made after 24 hours may be denied.
5. SERVICE TYPES & SCOPE
Services include Standard Cleaning, Deep Cleaning, Move-In/Move-Out Cleaning, Airbnb/STR Turnovers, and Hourly Services. Move-in/move-out pricing assumes the home is empty. If the home is occupied or contains items in cabinets or appliances, additional fees may apply. We do not remove pet odors. Hourly services are billed per cleaner at the current rate. It is the customer’s responsibility to purchase sufficient hours and provide priorities if needed.
6. PRICING, ESTIMATES & ADJUSTMENTS
Prices are based on home condition, size, and frequency. If the actual condition differs significantly from the customer’s description (excessive buildup, clutter, hoarding, post-construction, etc.), VantaClean may adjust the price, switch the service to hourly, or decline the job. Recurring services that skip a cleaning may be charged at the higher rate for the next visit.
7. CANCELLATIONS, RESCHEDULING & LOCKOUTS
Cancellations or rescheduling within 24 hours of the appointment will incur a $79 late cancellation fee. Lockouts or inaccessible homes on arrival may also result in the $79 fee. Additional travel fees may apply for locations outside the core areas. If we cannot access the home and cannot reach you within 15 minutes, we may leave and charge the lockout fee.
8. ACCESS, SECURITY & ALARMS
You must provide safe, legal access to the home. If the home has an alarm system, you must turn it off or provide the code and instructions. VantaClean is not responsible for false alarm fees unless caused by our negligence.
9. TEAMS, CONDUCT & PROFESSIONAL BOUNDARIES
Cleaners may work individually or in teams. We strive to send the same cleaner but cannot guarantee it. Cleaners may not smoke, eat, use personal devices, watch TV, or perform non-cleaning tasks. Cleaners cannot handle childcare, pet care, handyman work, or tasks outside the agreed scope.
10. EQUIPMENT & SUPPLIES
We provide cleaning supplies and equipment. If you prefer we use your products, you must supply them clearly labeled. VantaClean is not liable for results caused by customer-supplied products. For heavily soiled or pet-heavy homes, we may request that you provide a vacuum.
11. PETS
Aggressive or anxious pets must be secured. We are not responsible for pets that escape during normal entry/exit. We do not clean litter boxes or animal waste.
12. WORKING AT HEIGHTS & HEAVY LIFTING
Cleaners will not climb higher than a small step stool, move heavy furniture (over 20 lbs), clean exterior windows above ground level, or work at unsafe heights. Such tasks will be declined.
13. CLUTTER, HOARDING & UNSANITARY CONDITIONS
Excessive clutter may limit cleaning or require switching to hourly rates. Hoarding situations will only be serviced at hourly rates. VantaClean may refuse service if conditions are hazardous (infestation, biohazards, extreme filth).
14. LAUNDRY SERVICES
Laundry is done at the client’s risk. Normal wear, shrinkage, or damage may occur. Customers must provide instructions and properly sort items. VantaClean is not liable for damages arising from laundering.
15. ITEMS WE CANNOT CLEAN OR TASKS WE DO NOT PERFORM
We do not handle or clean bodily fluids, pet waste, mold, infestations, hazardous materials, diaper pails, or litter boxes. We do not move heavy furniture, climb high ladders, prepare food, or provide childcare/pet sitting. We do not clean exterior windows above ground.
16. BEHIND APPLIANCES & INSIDE APPLIANCES/CABINETS
We will only clean behind appliances if they are moved before our arrival. Inside fridges, ovens, and cabinets must be emptied before service. If not emptied, the area may be skipped or incur additional fees.
17. DAMAGE, BREAKAGE & THEFT
Report any damage you believe was caused by cleaners within 24 hours. We may repair or replace items at our discretion. We are not responsible for pre-existing conditions, improperly secured items, or unstable fixtures. Customers must secure valuables. Theft suspicions require immediate notification and a police report.
18. QUALITY CONTROL & APPROVALS
We may perform inspections or follow-up calls. Customers can approve cleanings verbally or via email/text. Once a cleaning is approved or 24 hours have passed, re-cleaning may be denied. If you want to inspect the home, you must be present at the end of the cleaning. Waiting longer than 10 minutes may result in additional charges.
19. PHOTOS (BEFORE & AFTER)
VantaClean may take before and after photos for quality control, training, or marketing. Photos will not include identifiable personal information. Customers may opt out by informing us before the service.
20. AIRBNB/SHORT-TERM RENTAL TURNOVERS
Hosts must supply accurate check-in/check-out times, access instructions, and required supplies. VantaClean is not responsible for guest behavior or damage. Instructions for staging and amenities must be communicated in advance.
21. NON-SOLICITATION OF CLEANERS
You agree not to hire or solicit VantaClean cleaners directly for two years after they stop working with us. If you hire a cleaner directly, you agree to pay a placement fee equal to 20% of their estimated annual earnings.
22. TIPS
Tips are optional but appreciated. Tips can be left in cash or added to card payments. 100% of tips go to the cleaners.
23. PRIVACY & COMMUNICATIONS
Calls, messages, and communications may be recorded or stored for quality and training. Personal information is never sold or shared except as needed to perform services or comply with law.
24. NO WARRANTIES & LIMITATION OF LIABILITY
Services are provided on an “as-is” and “as-available” basis. VantaClean makes no warranties regarding uninterrupted service, accuracy, or meeting customer expectations. Our total liability shall not exceed the amount paid for the service in question. We are not liable for incidental, indirect, or consequential damages.
25. GOVERNING LAW & DISPUTE RESOLUTION
These Terms are governed by the laws of the State of South Carolina. Any claims shall be resolved exclusively by binding arbitration or small-claims court in Lancaster County, SC. You waive the right to participate in class action lawsuits.
26. ACCEPTANCE
By visiting our website, booking a service online or by phone, or allowing VantaClean cleaners to enter your home, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions.