Service Policy & Terms

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These Service Policies & Terms explain the general conditions that apply when Keystone Shine Group ("KSG," "we," "us" or "our") provides cleaning services. A client's accepted quote, proposal or Client Service Agreement may contain additional or more specific terms. If a signed or accepted service document conflicts with these general policies, the more specific accepted service document controls to the extent permitted by law.

1. Service Area

KSG provides residential and commercial cleaning services in designated areas of Pennsylvania, West Virginia and Ohio. Availability depends on the service address, travel distance, scheduling capacity, property requirements and the type of service requested.

2. Quotes, Pricing & Scope

Quotes are based on information available to KSG at the time of pricing, which may include property size, rooms and bathrooms, condition, flooring, pets, occupancy, cleaning frequency, requested services and add-ons. Unless KSG expressly states otherwise, residential quotes are for the agreed scope of work rather than an open-ended hourly service.

If the actual condition, access requirements or requested work materially differs from the information used to prepare the quote, KSG may pause and discuss a revised price or scope before performing additional work. Services outside the accepted scope may be quoted separately.

3. Taxes

Applicable state and local sales, use or service taxes will be added when required based on the location where services are performed and applicable law. Tax rates and requirements may vary by jurisdiction. A client claiming a tax exemption is responsible for providing a valid exemption certificate or other documentation when required before KSG treats the transaction as exempt.

4. Payment

Residential payment is due upon completion unless KSG agrees otherwise in writing. Commercial payment terms are established in the applicable quote, proposal or service agreement. KSG may accept approved electronic payments, Zelle, ACH/bank payments, checks and major credit/debit cards. Payment options may change over time.

Outstanding balances may result in suspension of future services until the account is current. Returned or rejected payments may be re-billed for actual bank or processor charges incurred where permitted by law.

5. Scheduling, Arrival & Access

Clients must provide safe and timely access to the service location, including accurate entry, key, lockbox or alarm instructions when applicable. Appointment times may be affected by traffic, weather, prior jobs or other circumstances. KSG will make reasonable efforts to communicate material scheduling changes.

KSG is not responsible for delays or incomplete service caused by unavailable access, unavailable utilities, unsafe conditions or circumstances outside KSG's reasonable control.

6. Cancellation & Rescheduling

Please provide at least 24 hours' notice to cancel or reschedule a cleaning. Cancellations with less than 24 hours' notice may be subject to a $50 cancellation fee. Same-day cancellations or appointments where KSG cannot access the property may result in a charge of up to 50% of the scheduled service price, to the extent permitted by applicable law.

7. Satisfaction & Re-Clean Requests

If an area included in the agreed cleaning scope was missed or does not meet expectations, notify KSG within 24 hours of service. KSG will review the concern and, when appropriate, arrange a reasonable re-clean of the affected area. Re-clean requests apply to the original scope of work and do not include additional services or work outside that scope.

8. Pets

Clients should disclose pets before service and secure any animal that may become anxious, territorial or interfere with cleaning. The client is responsible for providing a reasonably safe environment for KSG personnel and for managing pet access during service.

9. Fragile Items, Valuables & Special Surfaces

Clients should secure or identify fragile, sentimental, irreplaceable or high-value items before service. Surfaces, furnishings or materials requiring special products or care should be disclosed before cleaning begins. KSG will use reasonable care while performing services.

10. Damage or Loss Concerns

Any suspected damage or loss should be reported as soon as discovered, preferably within 24 hours, with photographs or other supporting information when reasonably available. Prompt reporting allows KSG to review the circumstances and determine an appropriate response. Nothing in this policy limits rights or remedies that cannot lawfully be waived.

11. Health, Safety & Service Limitations

KSG may decline, pause, discontinue or reschedule work when conditions create a reasonable health or safety concern, when the requested work is outside KSG's service scope, or when material conditions were not disclosed during quoting. Unless specifically agreed in writing, ordinary cleaning does not include hazardous-material remediation, biohazard remediation or other regulated specialty services.

12. Recurring Service

Recurring pricing is based on the agreed frequency, scope and typical property condition. KSG may review pricing if frequency, condition, occupancy, access or service requirements materially change. Either party may end recurring service; amounts already earned and applicable cancellation charges remain due.

13. Commercial Accounts

Commercial proposals or contracts may establish different service specifications, invoice terms, access procedures, insurance requirements, cancellation provisions or other conditions. Those written commercial terms control over these general policies when they address the same subject.

14. Changes to These Policies

KSG may update these policies from time to time. The effective date shown above identifies the version posted or provided. Changes apply prospectively unless applicable law or an accepted agreement requires otherwise.

15. Contact

Questions about these policies may be submitted through KSG's current website contact method or directly through the contact information provided on the client's quote, invoice or service agreement.