Commercial Cleaning Policies

1. Scope of Services & Changes

We perform the cleaning services agreed with each client, at the frequency set out in the client's Service Agreement - in a detailed scope of work, a short scope statement or other agreed service directions. Work not agreed is not included. The fee pays for completing the agreed tasks to the agreed standard rather than for a set number of labor hours, and staffing and the order of work are ours to decide.

Cleaning removes ordinary soil that is reasonably removable with the agreed methods. It is not restoration, refinishing or repair. Deep cleaning, heavy degreasing, floor stripping and waxing, exterior windows, pest control and specialized remediation are not included unless the Service Agreement or a signed Change Order adds them.

Additional work - an extra area, an added task or a one-time clean - is quoted and scheduled separately. A material change to the scope, the recurring frequency or the premises needs written approval from both sides in a Change Order. A verbal request, a text message or an instruction given to a cleaner on site does not change the agreed scope, and doing an extra task once does not make it part of the recurring work.

An ordinary scheduling adjustment - moving a visit's day or arrival window - is agreed by email and changes nothing else.

2. Scheduling, Access & Client Responsibilities

Each Service Agreement sets the recurring frequency, the regular service day or days and an arrival window. We arrive within that window and tell the client promptly about a material delay. Changing the day or the window needs confirmation from both sides, which can be by email, and does not change the agreed number of visits.

The client provides safe and timely access to the premises and to the areas to be cleaned - keys, access cards, codes, accurate alarm instructions, working utilities, and the building sign-in or other access arrangements the crew needs to get in. Surfaces and floors should be reasonably cleared so they can be cleaned, and designated waste and recycling receptacles must be accessible.

Access credentials are exchanged securely and separately from the Service Agreement and are never written into it. We limit them to the personnel who need them, never copy or share them, report a loss promptly, and return or delete them within 2 business days after service ends. Credentials are never withheld as security for payment.

The client secures cash, valuables and confidential material, and tells us about known hazards, damage and conditions affecting the work. Animals should be secured or kept away from the work area during service.

Special instructions - equipment that must stay on, alarm and closing procedures, restricted rooms, landlord or site rules - should be given to us in writing before service begins. An instruction that changes the scope or the cost is handled as a Change Order.

The client names a primary on-call contact who can be reached during service. It matters for a specific reason: we treat a visit as failed access only after trying to reach that person from the door.

3. Cancellation, Rescheduling & Failed Access

These rules concern individual scheduled visits; ending the agreement itself is a separate matter, covered in the next section. Notice is measured against the start of the agreed arrival window.

Rescheduling: with at least 24 hours' notice before the arrival window begins, a client may reschedule a visit once at no additional charge, to a mutually agreed date within 14 calendar days of the original visit. Advance payment carries over to the makeup visit.

Late cancellation: where a client cancels fewer than 24 hours before the arrival window begins - or does not reasonably cooperate in arranging a makeup within 14 calendar days after a timely request - we may charge our reasonable, documented net loss from the missed visit, capped at 50% of the pre-tax visit fee, plus tax only where the law requires it.

That 50% figure is a ceiling on a documented loss, not a fee that is charged automatically. If the loss was smaller the charge is smaller, and if there was no loss, there is no charge. Where we cannot offer a reasonable makeup after a timely request, no cancellation charge applies at all.

Failed access: the crew arrived within the agreed window, ready to work, and could not get in for a reason within the client's reasonable control. Before treating a visit as failed access we try to reach the client's on-call contact, wait at least 20 minutes unless staying would be unsafe, and document the attempt. We may then recover our reasonable, documented net loss from the visit, up to that visit's pre-tax fee plus any tax the law applies. A failed-access charge replaces any cancellation charge for the same visit, and if the visit is made up within 14 calendar days, what was paid for it is credited to the makeup.

A full fee for failed access is not automatic either. No charge applies where the access problem was our own error, where we arrived outside the agreed window without the client's agreement, or where an emergency prevented the visit.

Emergency exceptions: no cancellation charge applies where an emergency beyond the affected party's reasonable control - such as fire, flood, a utility failure or a government closure - prevents the visit. We try to arrange a makeup within 14 calendar days; otherwise the visit is credited.

Cancellation by us: if we cancel a visit for any other reason, the client chooses a prompt makeup or a credit, and a refund requested where a makeup is not practical is issued within 10 business days.

Repeated missed visits: where 3 client-attributable missed visits occur in a rolling 8-week period, that may be treated as a failure to keep the agreed frequency. After the second we ask in writing for a workable service plan within 7 calendar days, and only if that plan is not provided and followed and a third occurs may the termination rights for cause be used. No price increase or penalty follows.

The same loss is never charged twice. The detailed calculation of any permitted charge is set out in the Service Agreement.

4. Contract Term & Termination

Cancelling a cleaning visit and terminating the agreement are different things with different notice periods. The previous section covers a visit. This section covers the agreement.

Sweep It Real has no standard or company-wide minimum commitment. Ongoing commercial cleaning begins on the service commencement date stated in the Service Agreement and continues until either party ends it.

Either party may terminate ongoing commercial cleaning services with at least 30 days' written notice, subject to any minimum service commitment specifically agreed in the applicable Service Agreement. Services and payment continue until the termination date.

A minimum service commitment is a contract-specific term, not a company-wide rule. It exists only where a client and Sweep It Real specifically agreed one, for the period stated in that client's own Service Agreement. Where one applies, notice may be given during the commitment, but a termination for convenience takes effect no earlier than the end of it.

Contract-specific terms control. The length of any agreed commitment, the notice period and any other individually negotiated term are those in the client's signed Service Agreement.

Either party may end the agreement at any time for a material breach the other fails to cure within 15 calendar days of written notice describing it. We may suspend service for non-payment or unsafe conditions, and may terminate for an undisputed amount left unpaid for 15 calendar days after a written demand. Either party may terminate immediately where continuing would be unlawful or would expose people to serious danger, and either may end the affected services with no early-termination charge if an event beyond its control prevents substantial performance for 30 consecutive calendar days. A minimum commitment never restricts any of these rights.

There is no early-termination fee. Ending an agreement does not trigger a fixed exit charge, and no remaining fees are automatically accelerated. A party that ends an agreement wrongfully is responsible only for the proven direct loss the Service Agreement describes.

When an agreement ends, the client pays for services performed and properly supported charges, and we provide a final itemized statement and refund unearned prepayments and unused credits within 30 calendar days. An undisputed refund is not held back while a separate dispute is resolved.

5. Pricing, Invoicing & Payment

Commercial pricing is quoted per client, after a walkthrough, as a recurring fee per completed scheduled visit and stated in the client's Service Agreement. We do not publish client prices.

Commercial cleaning is invoiced in advance. We ordinarily issue the invoice at least 7 calendar days before each scheduled visit, and undisputed amounts are due 48 hours before the agreed arrival window begins. If our invoice reaches the client late, the client is given reasonable time to pay and is not charged for a cancellation our late invoice caused.

Payment is by ACH or bank transfer to verified instructions. A change of bank details is only ever confirmed through a previously verified telephone number, never by email alone.

If an undisputed advance payment is not received when due, we may withhold the affected visit until it is. Undisputed amounts more than 5 calendar days overdue accrue simple interest of 1% per month, equivalent to 12% per year, or the maximum lawful rate if lower. Sales tax is added and stated separately as the law requires.

A billing question should be raised promptly - for anything apparent from the invoice itself, within 10 business days of receiving it - and the undisputed portion paid when due. The recurring fee changes only by written agreement of both parties; we never change it unilaterally or retroactively.

6. Supplies, Equipment & Consumables

Who provides cleaning supplies, equipment and consumables is agreed for each client and recorded in the client's Service Agreement. There is no single rule that applies to every client.

Cleaning supplies and equipment - cleaning products, chemicals, tools, vacuums and similar items - may be provided by Sweep It Real, by the client, or divided between us as the Service Agreement states.

Consumables are allocated item by item, and either Sweep It Real or the client may provide any of them. Typical consumables include:

• trash bags and liners
• paper towels
• toilet tissue
• other consumables named in the Service Agreement

A mixed arrangement is common - for example, we provide trash liners while the client provides paper towels and toilet tissue. Each party keeps adequate stock of the items it has agreed to provide. If a client-provided item runs short we let the client know, and we buy substitutes only with the client's written approval of the purchase and the price.

Whoever provides them, products are used and stored according to their labels, incompatible chemicals are never mixed, and restroom tools are kept separate from kitchen and dining tools. We may decline to use a client-provided product or item of equipment we reasonably consider unsafe or unsuitable, and we tell the client promptly when we do.

7. Quality Assurance & Satisfaction Guarantee

We stand behind every visit. If something within the agreed scope was missed or not done to the agreed standard, tell us and we will make it right.

Report a cleaning-quality issue within 24 hours after the service is completed, describing what was missed and including a photograph where one is available.

If an issue could not reasonably have been noticed within those 24 hours, report it as soon as reasonably possible, and in any case no later than 72 hours after the service was completed. This is a narrow exception for issues that could not reasonably have been discovered sooner, not a general 72-hour reporting period.

When we verify an issue with work that was included in the agreed scope, we are given a reasonable opportunity to correct the affected area at no additional charge, ordinarily within 2 business days of the report and access. If we decline or fail to correct it within that time, the client receives a reasonable credit or refund for the deficient portion of the visit.

The Satisfaction Guarantee covers verified deficiencies within the agreed scope, and its remedy is correction of the affected area. It is not an automatic full refund and not a free re-cleaning of the entire premises. It does not cover additional work or items outside the agreed scope, or conditions caused after we completed the service - for example by employees, other contractors, building staff, vendors or occupants.

A quality concern is not a reason to withhold unrelated invoice amounts, and the guarantee does not limit a claim for property damage or personal injury, which is handled under section 8.

8. Property Damage & Claims

Report suspected damage promptly - where reasonably practicable, within 5 business days of discovering it - with a description and any photographs available. We report damage we discover ourselves in the same way.

Both sides preserve the evidence and give the other a reasonable opportunity to inspect before an item is repaired, replaced or discarded, except where emergency action is needed to protect people or property.

Pre-existing wear, damage or deterioration - and conditions that cleaning cannot reverse, such as permanent staining, etching or worn finishes - are not damage caused by cleaning. We record the baseline condition before regular service begins, and may take issue-specific photographs to document pre-existing damage, completed work, a reported deficiency or a damage claim. Those photographs focus on surfaces, avoid people and sensitive information where practicable, and are used only for service, insurance and dispute purposes.

We carry commercial general liability insurance with limits of at least $1,000,000 each occurrence and $2,000,000 general aggregate, and provide certificates of insurance before service begins. Any additional insurance requirement, and the limits of each party's liability, are set out in the Service Agreement.

Compensation reflects the legally recoverable loss. It is not an upgrade to a newer item than the one affected, and no loss is recovered twice.

9. Safety, Hazardous Conditions & Right to Refuse or Suspend Service

We may decline, pause or reschedule a visit, or stop work in the affected area or at the premises, when conditions are unsafe or the work requested is outside the agreed scope of service. That includes:

• unsafe premises, structures, equipment or working conditions
• an aggressive or uncontrolled animal in the work area
• harassment, threats or abusive conduct toward our personnel
• hazardous materials or substances in the work area
• work outside the agreed scope of service
• restricted or unsafe access to the areas to be cleaned

When that happens we tell the client promptly, identify the affected area and carry on with the unaffected work wherever it is safe to do so. Routine restroom cleaning stays included; specialized remediation does not, and no request or offer of extra payment authorizes unsafe or unqualified work. We resume once the condition has been safely resolved.

Where the condition comes from a known hazard the client did not disclose or address, the client pays for the work actually completed and reasonable documented loss from the interruption, as the Service Agreement describes. Nothing is charged for work not performed because of a hazard we caused.

10. Confidentiality, Security & Personnel

Access information - keys, alarm codes, door codes and building credentials - is security-sensitive. It is shared only with the personnel who need it, exchanged through verified channels, never written into a contract or a notice, and returned or deleted when service ends.

Each side keeps the other's non-public business, security and operational information confidential and uses it only to perform the Service Agreement. We do not use a client's name, logo, photographs or premises details in marketing without written permission.

Our cleaners are our own personnel or qualified subcontractors, trained for their tasks and supervised by us, and we remain responsible for their work. Requests about scope, quality or staffing go to our designated supervisor. A client may ask for an individual to be removed from its site for a documented, reasonable safety, security or performance concern, and we provide a qualified replacement within a reasonable time.

11. Force Majeure, Governing Agreement & Contact

Neither party is responsible for a delay or failure caused by an event beyond its reasonable control - fire, flood, severe weather, a utility failure, a public-health restriction or governmental action - provided it gives prompt notice and works to resume. Fees already earned remain payable, and a visit that could not take place is not charged as though it had.

Ohio law governs each Service Agreement. A dispute is first raised in writing and discussed between senior representatives, with mediation available on request, and the Service Agreement names the state courts in Hamilton County, Ohio as the venue.

The executed Commercial Cleaning Service Agreement controls. If this page conflicts with a client's signed Service Agreement, its exhibits or a signed amendment or Change Order, the signed documents govern, and terms negotiated with a particular client remain valid. This page is a general summary and is not itself an offer, a contract, or a set of terms a client accepts by visiting the website.

Publishing a later version of these policies does not change the terms of an agreement a client has already signed. Each Service Agreement records the policy version in force when it was prepared, and a signed agreement is changed only by a signed amendment. We do not reserve a right to vary an existing contract by editing a web page.

These policies carry a version number and an effective date, shown at the top of this page and on both downloadable PDFs. Questions about them, or about a commercial cleaning proposal, can be sent to us directly:

• Sweep It Real LLC
• Email: hello@sweepitreal.com
• Phone: (888) 608-5275
• Website: https://sweepitreal.com/

Formal notices under a signed agreement go to the notice email recorded in that agreement, which may differ from the general address above. Keys, alarm codes, passwords and banking details are never sent to any of these addresses.