Terms of Service
Last updated:
Our business
Sophia's Star Cleaning LLC serves the East Bay and surrounding areas, California.
Estimates and appointments
Estimates are free. We confirm the final price before service. If your home's size or condition is significantly different from what was described, we will discuss any price change with you before starting.
Appointments are confirmed by text or email with an arrival window.
Saved cards and temporary holds
You can save a card through our payment processor, Stripe. We never see or store full card numbers.
When you save a card, your bank may show a small temporary verification charge (usually $0–$1). It is not a payment and is removed automatically, typically within a few business days.
By saving a card, you authorize us to place a temporary authorization hold for the confirmed price of your appointment up to 5 days (120 hours) before the appointment and to charge the card after the service is completed. If the price changes before your appointment, we'll confirm the new price with you first.
If you cancel within our cancellation policy, we release the hold. Released holds can take 5–10 business days to disappear, depending on your bank.
Payment and tips
Payment is due when the service is completed. You may pay with your saved card or through the invoice payment link we send by email. Invoices and receipts are sent by email.
Card payments include a 3% processing fee, shown before you pay. You may request a payment method without this fee.
Tips are optional. 100% of tips go to the cleaning team.
Cancellations and rescheduling
You may cancel or reschedule for free up to 48 hours before your appointment.
With less than 48 hours' notice, a $50 late-cancellation fee applies.
For a same-day cancellation or a lockout (we cannot access the home at the scheduled time), the fee is 50% of the booked service price.
Satisfaction and refunds
Please report any issue within 24 hours of the cleaning, with photos if possible. We will return to re-clean missed areas at no charge within 3 days. If a re-clean is not possible, we may offer a partial refund.
Access, pets and supplies
We bring our own cleaning supplies and equipment. Please provide access, running water and electricity, and keep pets secured.
We do not move heavy furniture, work at unsafe heights or clean biohazards, such as mold remediation or bodily fluids.
Damage
Please report damage within 48 hours. We are insured and will repair or reimburse reasonable costs for damage we cause. We are not responsible for pre-existing damage, normal wear or items that were not properly secured.
Contact us
Questions about this policy? Call or text us, or send an email.