Terms & conditions.
Please read carefully.
1. Terms
By using our website and services, you're agreeing to these Terms & Conditions and all applicable laws. If anything here doesn't work for you, we ask that you don't use our site or services
2. Contact Information Between Employees and Customers
To keep things professional and protect everyone involved, our team members aren't allowed to exchange personal contact information with customers. We appreciate you respecting this boundary — it helps us maintain a safe, professional experience for you and our team
3. Cancellation & Rescheduling
Reschedule free up to 1 hour before your scheduled start time by phone or text to (772) 222-6649 during business hours. Inside that hour your crew is on the way, so that visit is charged in full. The same applies if we arrive and can't get in. Payments are non-refundable; any amount not applied to a charged visit stays as credit toward future service.
4. Non-Solicitation
We've invested a lot in building and training our team. By using our services, you agree not to directly or indirectly hire or solicit any of our employees to provide services outside of Captain Duster. We appreciate your cooperation on this one
5. What We Don't Clean
There are some things that fall outside our scope: Mold removal — this requires a specialized service, and we can't be held liable for mold-related risks in your home. Hoarding situations, smoked-in homes, homes with excessive dirt, or areas with animal waste, bodily fluids, pest infestations, bird cages, or litter boxes. If you've paid upfront for a home with these conditions and we can't provide service, a $200 fee applies to cover our costs. We don't use bleach or industrial-strength products. If you'd like us to use your own products, please make sure they're safe and non-industrial. Screens, closed closets, and under beds aren't included unless you specifically request them. Our team can't climb higher than a step stool or move items over 35 lbs — this is for their safety and the protection of your belongings. Areas that aren't reachable with a one-step tool or duster. If you need behind heavy objects cleaned, please move them before we arrive or contact us to arrange help. We don't provide garbage bags — just cleaning products and tools. Garbage cans and drains aren't included. If you request a fridge cleaning, please understand that settings and item placement may shift. Open kitchen shelves and cabinets — let us know at booking if you want these cleaned, otherwise they may be skipped. We don't wax floors, polish floors, perform acid washes, or use buffing machines. Grout, concrete, hard water stains, rust, paint residue, or other tough stains aren't something we remove. We don't detail-clean plastic blinds. Wall wiping isn't included; dusting is available if you ask. We don't supply laundry detergent, dishwasher detergent, or dish soap. We're a cleaning company — if you need help with something beyond cleaning, feel free to ask, but management will evaluate whether the request fits within our policies and insurance coverage
6. Right to Refuse Service
We reserve the right to stop or deny service due to safety concerns, inappropriate situations, weapons on the premises, severe clutter, or disconnected utilities. Our team can leave if conditions are extremely unsanitary or if they feel unsafe. If a booking includes items we don't clean, our cleaners will decline the job and our cancellation policy applies
7. Changes to These Terms
We may update these terms from time to time. Changes take effect when posted on our website or when we notify you. Continued use of our services means you're accepting the updated terms
8. Payment & Chargebacks
All new customers, one-time bookings, deep cleanings, and move-out cleanings are charged at the time of booking — regardless of when the cleaning is scheduled. We accept credit and debit cards, and all sales are final. By providing your card info, you authorize us to charge it for agreed-upon services. Your info is saved securely for future transactions. Our system places a hold on the total amount 72 hours before the cleaning and charges after completion. Once the hold process begins, it can't be canceled — payments will go through as scheduled. You can reschedule within those 72 hours without being charged twice
9. Booking Confirmation
Booking online doesn't guarantee a spot for the date and time you selected. We'll confirm your appointment by email or phone
10. Cleaning Team
We usually assign one cleaner per job, but sometimes we'll send more depending on the scope of work or our schedule
11. Cleaning Day Prep
If you have flat-rate pricing and want our team to organize items for you, please call us ahead of time so we can discuss pricing
12. Pets
We're happy to work around your pets, but we ask that indoor activity be limited while we're there for efficiency and safety. If your pet becomes anxious or poses a safety concern, our team may need to leave. Pets can behave differently when their owner isn't home — if our team has to leave due to an aggressive pet, our cancellation policy applies
13. Recurring Service Discounts & Cleaning Plans
Recurring discounts kick in after your first cleaning. If you skip a scheduled frequency, your price adjusts to the lower-frequency rate. If you're on a cleaning plan, you can reschedule within a few days but can't skip cleanings. If you're away, you'll need to provide a key or entry code — otherwise we'll charge for the cleaning at full price. If you're unsure about availability or don't want us entering when you're not home, a cleaning plan may not be the best fit
14. Lockouts
Please make sure we can access your home on cleaning day. If we're locked out, we'll call and text. If we don't hear back within 20 minutes, we'll skip the cleaning and the full charge applies. This covers our team's lost time and travel. To avoid this, please provide a key or entry code
15. Using Your Vacuum
If you'd like us to use your vacuum, we can — but we won't be liable for any damage since we don't maintain it. If it's not working when we arrive, we won't be able to vacuum. If your vacuum slows us down, the cleaning cost may increase
16. Cleaning Supplies
We bring everything needed for a thorough clean. If you prefer green-only products, let us know when you book. If you want us to use your own supplies, that's fine, but we can't be responsible for any damage from those products. Please have them ready when we arrive
17. Breakage, Damage & Loss
Accidents are rare, but they happen. Our team takes reasonable care, and we carry insurance for damage or breakage caused by our cleaners. Please store away irreplaceable and high-value items before each visit — heirlooms, antiques, artwork, collectibles, jewelry, cash, and documents. We are not responsible for damage to or loss of these items when they are left out, whether or not you told us about them. We are also not responsible for: normal wear, deterioration, or damage that existed before our visit; items that are already old, fragile, worn, or improperly installed, including window screens, blinds, loose fixtures, hardware, grout, and seals that give way during normal cleaning; or damage to surfaces requiring specialized treatment that you did not identify to us in writing before service. Report any breakage, damage, or loss within 24 hours of service, with photos. We will repair, replace, or credit at our discretion. An identical replacement is not always possible. Claims reported after 24 hours may not be accepted. For missing items, we can only investigate if the item was documented before service and reported within 24 hours
18. Arrival Window
Due to the nature of our work — traffic, weather, and other surprises — please allow flexibility in scheduling between 9:00 AM and 5:00 PM. We generally won't arrive more than 60 minutes early or 90 minutes late. If we're running behind, we'll call or text to keep you posted
19. Late Fees
First-cleaning payment is due at booking. Recurring payments are due right after cleaning. After a 2-week grace period, a $10/week late fee applies. If payment isn't received within 60 days, the account goes to collections
20. Referral Services
We may occasionally refer you to third-party providers. While we aim to recommend good ones, we're not responsible for their services and don't officially endorse them
21. Cleaner Assignments
We try to match you with the same cleaner, but if yours isn't available, we'll send someone else. We'll do our best to accommodate preferences, but it's not always possible. When you hire Captain Duster, you're hiring the company, not just one person
22. Be Specific About What You Need
Please be clear and specific about your expectations so we can meet them. If you want something particular done, let us know — every home is different, and tasks vary. If something wasn't mentioned and wasn't done, we can't be held responsible. For the best results, send your requests via text so we have a written record
23. Homes That Need Extra Attention
If your home is a 4 or higher on a 1-10 cleanliness scale (1 being very clean, 10 being very dirty), please send us photos. This helps us plan the right amount of time and cleaners. If the actual condition differs from what you described, it can affect quality and the final cost may be higher than the estimate
24. How We Charge
We offer both flat-rate and hourly pricing, depending on the type of service requested.
Flat-Rate Services: Most of our services are priced at a flat rate. Pricing is based on several factors, including the size of the home, its overall condition, the type of cleaning service requested, and any additional tasks or add-on services selected. The quoted price covers the agreed-upon scope of work rather than the amount of time spent at the property.
Hourly Services: For services billed by the hour, the total cleaning time depends on many of the same factors, including the size and condition of the home, the type of cleaning requested, and any additional tasks. If multiple cleaners are assigned, the total labor hours are the combined hours worked by all team members. For example, if two cleaners work for three hours, the total labor time is six hours.
All estimates are based on the information provided by the customer. If the actual condition of the property or the requested scope of work differs from what was originally disclosed, we reserve the right to adjust the price or recommend additional time before continuing the service.
24A. Estimate Adjustments
Our estimates are based on the info you provide — cleanliness ratings, photos, videos, descriptions. If the home is significantly different when we arrive, we may adjust the scope, duration, and pricing. We'll let you know before making changes. If we can't reach you, we'll stick to the original plan and any additional work can be scheduled separately
25. The Captain's Guarantee
(Only for customers who didn't set a time limit) Not happy with the clean? We'll re-clean the areas of concern or send a different cleaner. To qualify: request a re-clean within 24 hours and schedule it within 48 hours. You'll need photos showing the areas weren't properly cleaned. This guarantee only covers areas our team actually cleaned. We don't guarantee completing everything in a specific timeframe unless agreed in advance. There are no refunds or discounts — only re-cleaning. If you set a time limit, the guarantee doesn't apply since it limits our ability to do the job thoroughly
26. Drugs, Weapons & Adult Items
Our team will leave any home where drugs, visible weapons, or adult objects are present. Please make sure these are safely stored or removed before we arrive
27. Respectful Environment
Our team members are professionals. Inappropriate comments or sexual behavior won't be tolerated. If this happens, our cleaners will leave immediately, and authorities may be contacted
28. Pricing Estimates
Any prices displayed on our booking form, emails, invoices, or your customer account are estimates based on the information provided at the time of booking.
For flat-rate services, the quoted price is based on factors such as the size and condition of the property, the type of cleaning service selected, and any additional tasks or add-on services requested.
For hourly services, the final price is based on the total labor hours worked. The total cleaning time may vary depending on the size and condition of the property, the type of service requested, and any additional tasks performed.
If the actual condition of the property or the requested scope of work differs from what was originally disclosed, we reserve the right to adjust the final price. Any pricing adjustments will be communicated to you before additional work is performed whenever reasonably possible.
29. Stain & Tile Cleaning
We don't offer stain removal or professional tile cleaning. For new construction or renovation cleanups, we handle traditional cleaning (wiping, dusting, scrubbing, vacuuming, mopping) — but not paint removal, construction debris removal, or grout cleaning for paint, oil, or concrete stains
30. Access Codes & Entry Instructions
Please provide any gate codes, passcodes, or entry instructions before your appointment. If we can't get in due to missing information and it causes delays, you'll be charged for wait time at our hourly rate
31. Tips
Tips are never expected but always appreciated. You can tip in cash directly to your cleaner or through our payment system
32. Recorded Communications
Phone calls may be recorded for quality and training purposes. Emails and texts are saved securely. By contacting us, you agree to this
33. Pet Safety & Vaccines
Please make sure your pets are up to date on vaccines, including rabies. If your pet is aggressive, please secure them before we arrive. If a pet injures a team member, medical expenses are the customer's responsibility
34. Temperature Requirements
For the health and comfort of our team, please keep your property at a minimum of 75°F during the cleaning
35. Coupons & Promotions
If you receive a discount for signing up for recurring service, you must keep the service active for at least three months. Cancel early, and you'll be charged for the discount that was applied — both yours and the referrer's
36. Wet Floors and Slip Hazard
During and after the cleaning service, floors and other surfaces may be wet and slippery. Customers, occupants, guests, and pets should use caution while our team is working and until all surfaces are completely dry.
By allowing the service to proceed, the customer acknowledges this temporary condition and agrees to exercise reasonable care to avoid slips, falls, or other accidents.
To the fullest extent permitted by applicable law, Captain Duster shall not be liable for injuries, damages, or losses resulting from slips, falls, or other accidents caused by wet or damp surfaces, except where such liability cannot be excluded under applicable law or results from Captain Duster's gross negligence or willful misconduct.
37. Your Data
By sharing your personal information with us, you agree to our privacy policy. We're committed to protecting your data and won't share it with third parties without consent, except where required by law
38. Insurance
We carry liability insurance for damages caused by our employees during their work. We're not responsible for damage to items in poor condition, faulty installations, or high-value or irreplaceable items left out during service, as described in the 'Breakage, Damage & Loss' section above
39. Disputes
If you have a concern about our service, please contact us within 24 hours. We'll work to resolve it. If we can't reach an agreement, both parties agree to mediation before taking legal action
40. Property Access
It's your responsibility to provide access on the scheduled date and time. If we can't get in due to client negligence, a no-access fee applies. Repeated issues may result in termination of service
41. Price Adjustments
We periodically adjust pricing to maintain quality. You'll always get advance notice, and new rates typically apply after your next scheduled cleaning
42. Fire Safety
We ask that you have a working fire extinguisher in an accessible location. When our cleaner arrives, please show them where it is. We may update these guidelines from time to time and will notify you of any changes
43. Oven Cleaning — Surfaces & Tools
If you request inside-oven cleaning, we match our tools to each surface to protect your appliance. Steel-wool pads are used ONLY on removable racks and cast-iron grates — never on the oven cavity, glass door, or a glass cooktop, which are cleaned with non-scratch pads. On a STANDARD (non-self-cleaning) oven, we may use a commercial oven cleaner such as Easy-Off on the enamel cavity per the product's directions, and by requesting inside-oven cleaning you authorize its use. IMPORTANT — it is the customer's responsibility to tell us in advance if you have a SELF-CLEANING oven (most blue-interior ovens, including many LG models, are self-cleaning). On self-cleaning ovens we will NOT use Easy-Off, any commercial oven cleaner, or abrasive/steel-wool pads on the porcelain cavity, because both chemicals and abrasion can dull or damage the special coating over time; we spot-clean the cavity with warm, soapy water or a non-abrasive cleaner after it cools, and we recommend you run the oven's Self-Clean or EasyClean cycle for heavy buildup. Captain Duster is not liable for damage to a self-cleaning oven if you did not notify us that it was self-cleaning before service
44. Limitation of Liability
Nothing in these Terms limits any liability we are not legally allowed to limit — including for our gross negligence, willful misconduct, or fraud, or for bodily injury caused by our negligence. Physical damage to or breakage of your property caused by our team is handled at our discretion through the repair, replace, or credit process and the insurance described in the 'Breakage, Damage & Loss' and 'Insurance' sections above. For all other claims, and to the fullest extent permitted by law: (a) we are not liable for indirect, incidental, consequential, special, or punitive damages — including lost income, lost time, loss of use, or loss of data — even if we were advised they were possible; and (b) our total liability for any such claim will not exceed the amount you paid for the specific service that gave rise to it. These limits apply on top of — and do not reduce — the insurance we carry
Service Refusal & Safety Policy
Your safety and our team's safety come first. We may deny, postpone, or stop service if: Weapons, hazardous materials, or illegal substances are present Anyone creates a hostile, harassing, or inappropriate environment The home has severe clutter, hoarding conditions, pest infestations, biohazards, or strong odors Utilities (water, electricity, heating/AC, restrooms) aren't working Requests fall outside cleaning — like handyman work, moving heavy furniture, pet care, or running errands Our staff feel unsafe or threatened at any point If service is refused or stopped for any of these reasons, it counts as a same-day cancellation and applicable fees apply. Please prepare your home by removing excess clutter and making sure utilities are working. If you're not sure whether your situation qualifies, reach out ahead of time and we'll figure it out together