3. Right to Refuse or Discontinue Unsafe Services
3.1. Unsafe or Undisclosed Conditions The Company reserves the right to refuse, suspend, or discontinue services when conditions create a reasonable risk to the health, safety, or well-being of service professionals. Examples include significant cockroach, bedbug, flea, or other pest infestations; human or animal bodily waste or potentially infectious contamination; hazardous chemicals or unidentified substances; aggressive animals; unsafe structures; significant suspected mold contamination; and threatening, abusive, or harassing behavior.
3.2. Client Disclosure Clients must disclose known hazardous or unusual property conditions before the appointment.
3.3. Undisclosed Conditions If the Client knew or reasonably should have known about a material hazardous condition and failed to disclose it, the Company may decline the work and apply its lawful cancellation or deposit policy.
3.4. Safety Takes Priority The Company is not required to perform unsafe work, even when the Client offers additional compensation.
6. General Client Responsibilities
6.1. Client Obligations The Client agrees to provide accurate information regarding the property and requested services; disclose unusual conditions, hazards, and special requirements; provide timely access to the property and agreed work areas; ensure necessary utilities are available; secure pets and supervise children and other occupants; identify priorities and special instructions before work begins; secure valuable, fragile, or irreplaceable belongings; and cooperate to allow services to proceed safely and efficiently.
6.2. Incomplete Information The Client acknowledges that inaccurate or incomplete information may affect the estimated time, scope, price, and ability to complete the requested work.
15. Parking Availability, Permits & Expenses
15.1. Client Responsibility The Client is responsible for providing suitable, legal parking access reasonably close to the service location.
15.2. Parking Permits If a visitor permit, parking pass, gate code, or other authorization is required, the Client must arrange it before the appointment.
15.3. Parking Expenses When free parking is unavailable, the Client is responsible for necessary and reasonable parking expenses, including meters and parking garages, when disclosed and agreed upon.
15.4. Parking-Related Delays Delays caused by unavailable parking access, missing permits, or other Client-controlled parking restrictions may be handled under Section 12.
15.5. Legal Parking Service professionals are not required to park illegally. The Client is not automatically responsible for fines resulting from a service professional’s own parking violations.
15.6. Applicability This policy applies to all Company services.
16. Client Conduct & Noninterference With Services
16.1. Professional Work Environment Clients must provide a reasonably safe and respectful working environment.
16.2. Work Area Access Upon reasonable request, the Client must allow service professionals sufficient space to perform their assigned tasks safely and efficiently.
16.3. Unnecessary Interference Clients and other occupants must not repeatedly interrupt, obstruct, or interfere with the performance of services. This includes excessive supervision that materially prevents the work from proceeding, repeated attempts to direct basic cleaning techniques while work is underway, or unnecessary interference with equipment and supplies.
16.4. Client Instructions Clients remain entitled to communicate priorities, preferences, reasonable instructions, and quality concerns.
16.5. Pets and Other Occupants The Client must remove or secure pets and ensure that other occupants do not obstruct active work areas.
16.6. Time Accounting Client-caused interruptions do not automatically pause the authorized service period.
16.7. Unsafe or Disruptive Conditions The Company may suspend, reschedule, or discontinue work when interference becomes unsafe or materially prevents service completion.
20. Property Access, Utilities & Climate Control Requirements
20.1. Property Access The Client is responsible for providing safe, timely, and unobstructed access to all areas included in the scheduled service.
20.2. Electricity and Water Supply The Client must ensure that functional electricity and running water are available at the property throughout the service appointment whenever required to perform the scheduled work. The Company is not responsible for delays, incomplete work, or reduced service quality resulting from unavailable or interrupted utilities beyond its control.
20.3. Air Conditioning & Indoor Temperature The Client must provide a safe and reasonably comfortable indoor working environment, including functional air conditioning when necessary due to high temperatures. During hot weather, the Client is responsible for ensuring that indoor temperatures remain within a safe range for physical work. The Company reserves the right to refuse, suspend, or discontinue services if excessive indoor temperatures, inadequate ventilation, or lack of climate control create unsafe working conditions.
20.4. Utility-Related Delays If a service professional arrives on time but cannot begin or continue work because the Client has failed to provide required electricity, water, or safe indoor temperatures, the resulting delay may be treated as Client-caused waiting time under Section 12.
20.5. Cancellation Due to Inadequate Conditions If required utilities or safe working conditions are unavailable, the Company may reschedule or cancel the appointment. Applicable deposit and cancellation policies may apply where the conditions were within the Client’s control, subject to California law.
20.6. Applicability These requirements apply to all services provided by Expert Home Cleaners, to the extent relevant to the specific work being performed.
23. Heavy Furniture, Appliances & Equipment Moving Policy
23.1. No Obligation to Move Heavy Items Service professionals are not required to lift, push, pull, relocate, or move heavy, bulky, or potentially unsafe items. This includes sofas, sectionals, heavy armchairs and furniture; refrigerators, freezers, washers, dryers, stoves and other major appliances; safes, filing cabinets and heavy storage units; large beds, mattresses, dressers and wardrobes; heavy tables, shelving and entertainment centers; and exercise equipment.
23.2. Employee Safety & Discretion Service professionals may determine whether an item can safely be moved based on weight, size, stability, accessibility, and surrounding conditions. The Company does not require employees to risk injury or property damage to move heavy items.
23.3. Cleaning Behind or Under Heavy Items The Company is not obligated to clean areas behind, underneath, or blocked by heavy furniture, appliances, or equipment when access requires moving such items. These areas may remain uncleaned without constituting incomplete or unsatisfactory service.
23.4. Client Responsibility Clients who want such areas cleaned must arrange safe movement of heavy items before the appointment and ensure that moving them will not damage floors, walls, property, or utility connections.
23.5. Optional Assistance Any assistance moving furniture or other items is at the Company’s discretion and must be agreed upon in advance. Assistance on one occasion does not create an obligation on future appointments.
23.6. Applicability This policy applies to all services, including regular, deep, move-in/move-out, post-construction cleaning, and organizing.
24. Children, Occupants & Work Area Safety Policy
24.1. Client Responsibility for Supervision The Client is responsible for appropriate supervision of children, guests, and other occupants throughout the appointment. Company personnel do not provide childcare, supervise minors, or monitor occupants.
24.2. Restricted Access to Work Areas The Client must ensure that children, guests, and other occupants do not enter or interfere with active work areas when doing so creates a hazard or obstructs service.
24.3. Cleaning Products & Equipment The Client must prevent children and unauthorized individuals from touching, handling, operating, or accessing cleaning chemicals, equipment, tools, electrical cords, ladders, or other materials used by Company personnel. Occupants must not interfere while professionals operate equipment or use cleaning chemicals.
24.4. Safe Working Environment The Client must maintain a reasonably safe environment and ensure occupants do not obstruct walkways, interfere with professionals, or create conditions that may result in injury.
24.5. Right to Suspend or Refuse Services If children, guests, or other occupants repeatedly interfere or create unsafe conditions, the Company may suspend, reschedule, or discontinue services until the situation is resolved. Client-caused delays may be handled under Section 12.
24.6. Responsibility for Incidents The Client is responsible for reasonable supervision and preventing foreseeable hazards associated with occupants in active work areas. The Company is not responsible for incidents caused solely by the Client’s failure to supervise or follow reasonable safety instructions. Nothing excludes liability for injuries or damages caused by Company negligence, unsafe handling of chemicals or equipment, or other non-waivable conduct.
24.7. Applicability This policy applies to all services provided by Expert Home Cleaners.
Part of the Service Terms & Conditions — Version 2.1, October 22, 2026.