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Service Agreement

Spotless Clean Cleaning Services

Residential Agreement

Sara Pennoyer, Owner

Terri Bruns, Owner


Residential Cleaning Service Agreement


Spotless Clean Cleaning Services herein referred to as S.C.C.S., is an owner operated, personalized cleaning company. We take a personalized approach with all our clients offering an outstanding cleaning service according to your preferences. This provides you with a clean, stress-free living environment and you can focus on what’s most important in life, without worrying about the little things.

Further, we believe that mutual respect and clear communication are the keys to maintaining a great relationship with our clients. We hope that this agreement helps foster this respect and communication with you.

Service and Contact Hours

Our contact hours are: Monday – Friday: 9:00 am – 9:00 pm

Our service hours are: Monday – Friday: 9:00 am – 5:00 pm, Saturday: 9:00am-3:00 By appointment only.

A mailbox will be active whenever we are not available to immediately answer your call (we turn the cell phone off when doing walk-through appointments and cleaning jobs) and we will call you back as soon as possible.

If you need us urgently on the weekend we can help you out, but we prefer email as the best method of contact. Phone calls may go to voicemail, so please leave us a message and expect a return call the following business day.

Services provided

We will perform the cleaning tasks as scheduled on the checklist provided to you prior to your cleaning, and any special requests that were discussed during the estimate and noted on the check list. Please note that we provide you with an estimate before we start to clean. If the amount of time needed to clean your home differs significantly from the estimate, then an adjustment of the price will be necessary. Also, if the conditions in your home change (for example additional pets or people living in your home), a price or service revision will be necessary. Please note that if people/animals in the home are present during the cleaning, we will not re-clean rooms that have already been clean. If an increase in rate is necessary for your home, we will notify you as soon as possible. We do require payment immediately upon notification. If we do not receive payment within three days, we reserve the right to collect additional fees for any additional time spent attempting to collect the payment. A $10 per day fee will automatically apply to all payments not rendered within three days.

Add-on Services

We are happy to provide you with additional services (i.e. cleaning the inside of the oven/refrigerator/cupboards, cleaning the exterior windows, if accessible….). Additional tasks need to be requested in advance, so S.C.C.S. can schedule the additional time and supplies needed. Additional fees are incurred when additional services are requested.


In order to keep our prices as low as possible, it is important for us to have uninterrupted access to the areas of your home that we will be cleaning. Every effort is made to work safely and cautiously, but we cannot assume liability for the safety of others. This includes children and pets. We need to be able to work freely and without distractions. If we are subject to distractions that affect our ability to perform our work in a timely manner, we reserve the right to charge for extra time spent in your home. We ask that you pick up toys, clothing or other items before we arrive so the time we spend in your home can be as efficient as possible.


For each referral of a weekly or bi-weekly client from a client who receives weekly or bi-weekly services, the client will receive $20 off their next cleaning. Unlimited referral discounts.

Rate Changes

S.C.C.S. reserves the right to re-evaluate the rates at any time to allow for business-related costs such as gas and travel time increases, and other cost increases. You will be notified of any rate changes 14 days in advance.


Payment is due the day of each scheduled cleaning and must be presented before services are rendered. There are NO EXCEPTIONS to this policy. Services costing under $100 dollars, and all one time cleanings need to be paid in cash. We accept cash, checks (made payable to Sara Pennoyer), and can invoice your credit card via Paypal three days in advance via email. A surcharge will apply to all credit card transactions depending on the service charge. If you pay by cash or check, please leave it in an envelope on your kitchen counter, clearly marked for Spotless Clean.


Tipping is neither required nor expected, but is always appreciated.

Equipment and supplies

We provide our own cleaning supplies and equipment. All the cloths and equipment we use are fresh and clean when we start to work in your home. If you would like us to use your own equipment, we will be happy to do so, but we cannot be held liable for breakage.

Quality Control

We at S.C.C.S. want to be sure that you are consistently happy with our service, but we are human and a mistake might occur. Please notify us within 24 hours of your cleaning if you are displeased with the quality of service so that we can return to correct the situation in a timely manner without additional charge. If you become dissatisfied for any reason, we will return to re-clean anything that we may have missed for no charge. We can not issue refunds if the situation in corrected in a timely manner. In addition, any suggestions that you may have to help us improve the quality of service are very much appreciated.

Arrival times

Due to the time consuming, unpredictable nature of cleaning, S.C.C.S. cannot guarantee the exact time of arrival. We require the flexibility to arrive and depart between the hours of 8:00 am to 5:00 pm. However, for your convenience we can give you an estimated block of time to expect our arrival; however, we reserve the right to arrive earlier or later than the estimated arrival time due to circumstances beyond our control such as traffic conditions, ect. If we arrive for a scheduled service to find we are unable to access your home, a lock out fee equal to the cost of the cleaning will be charged. We encourage all our clients to issue us keys so that lock-outs will not be an issue. See KEYS for more information.


We are bonded and we take great care when cleaning your home, however, accidents can happen. If you notice breakage/damage, note that you must notify us immediately, so that we may take the appropriate action. Items of extreme value (monetary or sentimental) should be dusted or cleaned by the customer. Please note that antiques, irreplaceable one-of-a-kind and hard-to-find items are not covered by a breakage and loss policy. We suggest that such items be moved to a safe location on the day of your cleaning. We cannot be responsible for breakage of items which are unstable or in an unstable environment. All surfaces are assumed sealed and ready to be cleaned without causing harm. Key replacement/locksmith fees are paid only if keys are lost or miscoded.


For safety reasons, we do not move anything weighing more than 25 lbs. If you wish us to clean behind anything heavy such as a couch or refrigerator, please move it prior to service to allow us access to that area. For our safety and yours we will not make ourselves or an employee a liability to you by climbing on ladders or anything else in the home to reach something. Wherever windows, door frames, picture frames, furniture or fans are affected we do what is within reach with a magnetic duster and an extension pole.

For our safety, all firearms/weapons in a client’s home must be stored andocked.


If you have an alarm system, please be sure that it is turned off before we enter your home. We encourage all of our clients to issue us a key. If you choose not to issue us a key you can leave a key with a neighbor for us to pick up, after which we will return when we have finished our service. You can also give us the code for the alarm system of your garage door or hide a key in an agreed-upon place.


You can provide us with a key that will be labelled with a unique client ID number and locked away for safety when not in use. If you would like a key returned on a non-appointment day, a $25 fee will apply for delivery. If you request your keys to be mailed back we are not responsible for them after they leave the mailbox and will not be responsible for any costs incurred due to lost keys.


We take pride in being a pet-friendly service and take special care in making your pet feel comfortable during our cleaning process. However, we do need to make sure that safety of our employees and staff are addressed. If you have aggressive pets, please secure them during our service. Please make sure, however, that we still can access all necessary rooms in order to do the scheduled work. We do not clean animal or human feces, urine, vomit or other biohazards. This includes feline litter boxes and dog kennels.


We ask you to provide us with a parking possibility next to your home so that we have easy access to the equipment and supplies in our vehicle. If no free parking is available, the client agrees to pay for parking including meters, and/or garages.


S.C.C.S. will be closed for business when severe weather conditions prevent safe road travel. We will call you to try to reschedule for another day. If you do not hear from us. your cleaning is still scheduled and a cancellation fee will apply if you cancel.


S.C.C.S will be closed for regular business during all national holidays unless specifically requested in advance. Fees will be increased 25% for services on national holidays.

When the client goes on vacation, S.C.C.S. will offer a no fee cancellation of regular cleanings when a note of at least 7 days is given. S.C.C.S. reserves the right to charge a fee for any cancellation with less than 7 days advance notice.

Cancellation of Appointments/Lock-out

You may reschedule, add, skip or cancel any of your cleanings. We understand that an unforeseen event may occur which will create a need to cancel your scheduled cleaning appointment. If, for any reason, you need to change your scheduled appointment, please give us a full 72 hours notice. Once we take a reservation, we hold that time slot open for you and turn away other potential clients in order to ensure your appointment. In the event of a cancellation of less than 72 hours of notice a cancellation fee of $50 will be charged. The client agrees to pay the entire cost of the cleaning in full for any visit cancelled by them on the day of the cleaning. This applies as well to visits aborted by our staff when unable to gain access to your home due to being locked out, or if, for any reason, a staff member feels that his/her personal safety is endangered enough to cause him/her to leave the jobsite due to actions by the client, guests, or pets on the premises. The client will remain liable for the full cost of the non-performed service unless they reschedule in which event only a $50 fee will apply to compensate for our gas & time.

Rescheduled Cleanings

In the event of a rescheduled/skipped cleaning where more than one week goes by, extra time will be needed for your cleaning and additional fees will apply. For all rescheduled cleanings where more than one week passes a $10 fee will be automatically assessed for each week of skipped cleaning.

Late Fees/Returned Checks

Please note that all services performed require payment up front at the time of services. If we arrive and there is no payment, we will attempt to contact you to make payment arrangements. If we cannot contact you, we will reschedule your appointment at that time and you will be billed for our time. (Please see “Cancellations/Lock-Out”) We will not be able to start our scheduled cleaning until payment has been made in full. However, if there is a billing issue, a $25.00 non-payment fee will incur if payment is not made in full on the scheduled service day, and a $30.00 fee is applied to all returned checks if made good within three days of notification. Checks not made good within three days are subject to a fee of up to five times the amount of the check.

Solicitation of Service Provider

The client agrees that he will not solicit, entice, or influence any service provider of S.C.C.S. to leave S.C.C.S. or take over the cleaning contract, whether it is directly or indirectly, individually, or through a family member or other person or other company action. Otherwise, a referral fee of $3,000 will occur. This fee is due within 30 days of notification by S.C.C.S. to the client. If the fee is not paid, S.C.C.S. will apply the right to pursue other methods of collection, without any proof of damage being necessary.


Either party may terminate this agreement at any time by giving to the other party not fewer than three days oral or written notice.


To ensure that all your needs are considered, please address all requests and changes directly to Sara Pennoyer at S.C.C.S. by email ( or phone 443-597-9669.


S.C.C.S. recognizes and acknowledgesthat this Agreement creates a confidential relationship between S.C.C.S. and the Client and that information concerning the Client’s business affairs, customers, vendors, finances, properties, methods of operation and other such information, whether written, oral, or otherwise, is confidential Information. S.C.C.S. agrees, that it will not, at any time, during or after the term of this Agreement disclose any confidential information to any person whatsoever. S.C.C.S.further agrees to bind its employees to the terms and conditions of this Agreement.

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