Agreement to Terms

Welcome to Portillo's Cleaning LLC. These Terms of Service ("Terms") govern your use of our website cleaningportillo.com and our cleaning services. By using our services or website, you agree to be bound by these Terms.

If you do not agree with any part of these Terms, please do not use our services or website. These Terms constitute a legally binding agreement between you ("Customer" or "you") and Portillo's Cleaning LLC ("Company," "we," "us," or "our").

Services Description

Cleaning Services Offered

Portillo's Cleaning LLC provides professional cleaning services including but not limited to:

• Residential Cleaning: Regular house cleaning, weekly, bi-weekly, or monthly schedules
• Deep Cleaning: Comprehensive cleaning for first-time clients or special occasions
• Move In/Move Out Cleaning: Thorough cleaning for property transitions
• After-Construction Cleaning: Post-construction and renovation cleanup services
• Airbnb & Rental Cleaning: Turnover cleaning for short-term rental properties
• Commercial Cleaning: Office and commercial space cleaning services
• Carpet Cleaning: Deep carpet and upholstery cleaning services

Service Area

We provide services primarily in Harrisonburg, Virginia, and surrounding areas within a reasonable distance. Service availability may vary by location, and additional travel fees may apply for locations outside our standard service area.

Booking and Scheduling

Service Requests

Services may be requested through:

• Our website contact forms
• Phone calls to (540) 308-9203
• Email to [email protected]
• Text messages to our business number

All service requests are subject to availability and confirmation by our team. A booking is not confirmed until you receive written or verbal confirmation from us.

Scheduling and Appointments

We make every effort to accommodate your preferred scheduling. However, appointment times are estimates, and actual arrival times may vary due to traffic, previous appointment duration, or unforeseen circumstances. We will notify you of any significant delays.

Cancellation Policy

• Customer Cancellations: All cancellations must be made at least 24 hours before your scheduled service
• Late Cancellations: Cancellations made less than 24 hours in advance may result in a cancellation fee
• No-Shows: Failure to be available for a scheduled service without prior notice may result in a full service charge
• Repeat Cancellations: After three missed or late cancellations, we may require a non-refundable deposit for future bookings
• Weather Cancellations: Services may be cancelled due to severe weather conditions for safety reasons

Rescheduling

We understand that schedules change. Please contact us as soon as possible to reschedule your appointment. We will make every effort to accommodate rescheduling requests, subject to availability.

Pricing and Payment

Service Pricing

Pricing is based on several factors including:

• Type and size of property
• Type of service requested
• Frequency of service
• Condition of the property
• Special requests or requirements
• Location and accessibility

All prices are estimates until the property is assessed. Final pricing may vary if the actual condition (e.g., level of cleanliness, clutter, time spent, etc.) or requirements differ significantly from the initial assessment.

Deposits

Certain services require deposits:

• Deep Cleaning: 50% deposit required to secure appointment
• Move In/Out Cleaning: 50% deposit required
• Large Commercial Jobs: Deposit amount determined on a case-by-case basis
• New Customers: May be required to provide a deposit for their first service

Deposits are applied toward your final service cost and are non-refundable except in cases where we cannot provide the agreed-upon service.

Payment Methods

We accept the following payment methods:

• Cash
• Personal checks
• Venmo
• Zelle
• Square (credit/debit cards)
• Bank transfers

Cash and Check Payments

If paying by cash or check, please ensure the following for proper recordkeeping and processing:

• Write “Portillo’s Cleaning”, your full name, and the date of service clearly on the front of the sealed envelope or check.
• If paying in person, you may hand it directly to your team leader at the end of the service. Team Leads wear pink uniforms for easier identification.
• If mailing a check, please send it to our mailing address: 828 Honeysuckle Ln, Harrisonburg, VA 22802.
• Make checks payable to "Portillo's Cleaning LLC".

This helps us verify and apply your payment quickly and accurately.

Payment Terms

• One-Time Services: Payment due upon completion of service
• Regular Services: Payment due at time of service or within 7 days of completion
• Late Payments: Accounts more than 30 days overdue may be subject to late fees and service suspension
• Returned Checks: Subject to a $35 returned check fee plus any bank charges

Customer Responsibilities

Property Access

• Provide safe and reliable access to the property
• Ensure all entry codes, keys, or access methods are current and functional
• Inform us of any access restrictions or security requirements
• Be available by phone during service hours in case of questions or emergencies

Property Preparation

• Remove or secure valuable, fragile, or irreplaceable items
• Clear surfaces of personal items, paperwork, and clutter
• Secure pets or inform us of pet locations and any special considerations
• Inform us of any areas that require special attention or should be avoided
• Ensure adequate lighting and access to electrical outlets
• Provide or ensure access to hot water and basic utilities

Health and Safety Disclosure

You must inform us of:

• Any household members with allergies or health conditions that may be affected by cleaning products
• Presence of asbestos, lead paint, or other hazardous materials
• Any infectious diseases or health concerns in the household
• Pets that may be aggressive or require special handling
• Any areas of the property that may be unsafe or inaccessible

Our Service Standards

Quality Commitment

We are committed to providing high-quality cleaning services. Our standards include:

• Professional, trained, and insured cleaning staff
• Use of quality cleaning products and equipment
• Consistent service delivery according to agreed-upon specifications
• Respect for your property, privacy, and personal belongings
• Clear communication about service expectations and any issues

Satisfaction Guarantee

We stand behind our work with a satisfaction guarantee:

• If you are not satisfied with our service, contact us within 24 hours
• We will return to address any areas of concern at no additional charge
• The guarantee applies to cleaning quality issues, not personal preferences
• The guarantee is valid for 24 hours after service completion
• Some limitations may apply to specialty services or extreme conditions

What We Don't Do

Our services do not include:

• Cleaning blood, bodily fluids, or biohazardous materials
• Moving heavy furniture or appliances
• Cleaning inside ovens, refrigerators, or washing machines (unless specifically requested)
• Window cleaning above ground level
• Garage, basement, or outdoor area cleaning (unless specifically arranged)
• Pest control or extermination
• Repair or maintenance of household items
• Purchasing supplies or groceries
• Child care or elder care

Limitation of Liability

Damage and Loss

While we take every precaution to protect your property, our liability is limited as follows:

• We are insured for accidents and damages that occur during our service
• Any damage claims must be reported within 24 hours of service completion
• Our liability is limited to the actual value of damaged items, not replacement cost
• We are not responsible for damage to items that are fragile, antique, or improperly secured
• Pre-existing damage will not be considered our responsibility
• Our total liability for any claim shall not exceed the cost of the service provided

Theft and Missing Items

We maintain strict policies regarding theft:

• All team members are carefully vetted and bonded
• Any theft allegations will be thoroughly investigated
• Customers should secure valuable items before our arrival
• Report any missing items immediately after discovering them
• We recommend taking photos or creating inventories of valuable items

Health and Safety

We prioritize health and safety but have limitations:

• We use professional-grade cleaning products that are generally safe when used properly
• Customers with specific allergies or sensitivities should inform us in advance
• We cannot guarantee that all allergens will be eliminated from the environment
• Some areas may require ventilation after cleaning
• Customers should keep pets and children away from freshly cleaned areas until dry

Force Majeure

We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to:

• Natural disasters, severe weather conditions
• Government actions, regulations, or restrictions
• Public health emergencies or pandemics
• Labor strikes or shortages
• Equipment failures or supply shortages
• Transportation disruptions

Termination of Services

Customer Termination

You may terminate our services at any time by providing notice. However:

• Deposits for confirmed services are non-refundable
• Payment for completed services remains due
• Recurring services can be cancelled with 24-hour notice
• Final payment must be settled before termination is complete

Company Termination

We reserve the right to terminate services for:

• Non-payment or repeated late payments
• Unsafe or unhealthy working conditions
• Abusive, threatening, or inappropriate behavior toward our staff
• Repeated cancellations or no-shows
• Misrepresentation of property condition or requirements
• Violation of these Terms of Service

Privacy and Confidentiality

We respect your privacy and maintain confidentiality:

• Personal information is collected and used according to our Privacy Policy
• Team members are trained to respect customer privacy
• We do not discuss customer information with third parties
• Property access information is kept secure and confidential
• Photos of your property may be taken for quality assurance but will not be shared without permission

Intellectual Property

The content on our website, including text, graphics, logos, and images, is protected by intellectual property laws:

• All website content is owned by Portillo's Cleaning LLC or licensed for our use
• You may not reproduce, distribute, or create derivative works without permission
• Our business name, logo, and branding materials are proprietary to our company
• Unauthorized use of our company materials, logo, or business identity is prohibited
• Customer reviews and testimonials may be used for marketing purposes with permission

Dispute Resolution

Communication First

We encourage direct communication to resolve any issues:

• Contact us immediately if you have concerns about our service
• We will work in good faith to address legitimate complaints
• Most issues can be resolved through open communication
• Document any concerns with photos or written descriptions when possible

Formal Disputes

If direct communication doesn't resolve the issue:

• Disputes will be governed by Virginia state law
• Any legal proceedings must be filed in Harrisonburg, Virginia
• Both parties agree to attempt mediation before litigation
• Small claims court may be appropriate for minor disputes

Modifications to Terms

We may update these Terms of Service from time to time:

• Changes will be posted on our website with an updated date
• Significant changes will be communicated to existing customers
• Continued use of our services constitutes acceptance of updated terms
• You are responsible for reviewing terms periodically

Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect. The unenforceable provision will be modified to the minimum extent necessary to make it enforceable.

Entire Agreement

These Terms of Service, along with our Privacy Policy, constitute the entire agreement between you and Portillo's Cleaning LLC regarding our services. They supersede all prior agreements, understandings, or communications.

Contact Information

If you have questions about these Terms of Service or need to contact us regarding your cleaning services:

Acknowledgment

By using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service. You also acknowledge that you have had the opportunity to print or save a copy of these terms for your records.

Thank you for choosing Portillo's Cleaning LLC for your cleaning needs!