Order & Grace Client Service Agreement

Welcome

These terms explain how Order & Grace works with you, so everyone knows what to expect. By booking a service, checking the agreement box, or letting us into your home, you agree to the terms below.

"We," "us," and "Order & Grace" mean Order & Grace LLC. "You" means the person booking and anyone else who lives at or controls the home.

1. Our services and what is included

We offer three cleaning services: Standard Cleaning, Deep Cleaning, and Move-In/Move-Out Cleaning. Each has a defined scope of work, described on our website. The scope shown for the service you book is what we agree to complete.

• Standard Cleaning is a recurring maintenance clean for homes that are already in good shape. It is available on a weekly, biweekly, or monthly schedule.
• Deep Cleaning is a more detailed, top-to-bottom clean. It is the right first visit for any home that has not been professionally cleaned recently.
• Move-In/Move-Out Cleaning is for empty or nearly empty homes. Please make sure appliances are accessible and the home is empty enough to clean.
• Extras (for example inside the fridge or oven, interior windows, or wall washing) are only done when you add them to your booking.

First visit. Recurring Standard Cleaning begins after a first Deep Clean with us. That visit brings your home to a clean baseline, so every visit after it stays consistent and easy to maintain. If you believe your home is already at that baseline, tell us when you book and we will review it. We make the final call on whether the first visit is a Deep Clean. If the home's condition on arrival is very different from what was described, we may adjust the scope, charge Deep Clean pricing, or reschedule the visit.

Not included. For safety and fairness, we do not clean or handle:

• Mold, biohazards, bodily fluids, or sharps
• Pest infestations or heavily soiled areas that present a health risk
• Hoarding conditions or spaces we cannot safely reach
• Exterior areas, unless you booked a patio or porch extra
• Moving heavy furniture or appliances, climbing above a standard step stool, or cleaning anything that is unsafe to reach
• Items outside the booked service, unless you add them as an extra

If we find conditions like these on arrival, we may skip that area, adjust the visit, or reschedule. Fees may apply when the visit cannot go ahead as booked.

2. Booking, arrival, and access

Arrival window. We give you an arrival window rather than an exact time, because jobs before ours can run a little long. We will let you know if we expect to arrive outside the window.

Who cleans your home. Your clean is carried out by independent cleaning professionals. We do our best to send the same person or team to recurring visits, but we cannot guarantee a specific person on a specific day.

Getting in. You are responsible for making sure we can enter at the booked time. Please share clear access details in your booking, such as a door code, a lockbox, or a hidden key, and tell us about gates, parking, or building rules. If we cannot get in after a reasonable wait, the visit is treated as a lockout (see Section 4).

Alarms and cameras. Please give us any alarm codes and tell us where cameras are. You are responsible for any false-alarm fees. If your home has indoor cameras, please let us know, and note that we do not allow recording of audio inside a home we are cleaning.

Pets. We love pets, but we ask that they be secured or kept in a safe space during the visit for their protection and ours. Please tell us about any pets in your booking. We are not responsible for a pet that escapes through a door or gate left open by someone other than us.

Safety. Our team can pause, skip an area, or leave if a space is unsafe, for example because of aggressive animals, unsafe conditions, harassment, or threatening behavior. Fees may apply.

Please be reachable. Someone does not need to be home, but we ask that you answer calls or texts about the visit when possible.

3. Payment and recurring service

Card on file. To book, you provide a valid payment card. You authorize Order & Grace to place a hold on your card a few days before each visit and to charge it for the booked service, any extras you added, and any fees described in these terms. Payments are processed securely through our payment processor, and we do not store your full card number.

Declined cards. If your card is declined before a visit, we will contact you. If we cannot get a valid payment method, the booking may be automatically cancelled after 24 hours.

Pricing. Your price is based on the details you gave us, such as bedrooms, bathrooms, and square footage, plus any extras. If the home is meaningfully different from what was described, we may adjust the price. We will tell you before the visit when we can, and we will not change your price without letting you know.

Recurring service. Recurring clients receive a frequency discount: 15% weekly, 10% biweekly, 5% monthly. Recurring service continues on your chosen schedule until you pause or cancel it. You can change or cancel recurring service by giving us at least 24 hours notice before your next visit. Discounts apply only while you stay on the schedule you chose. If you change to a less frequent schedule, the discount changes with it.

Price changes. We may update our rates from time to time. We will give recurring clients at least 30 days written notice before a rate change applies to them.

Tips. Tips are never required and always appreciated. Tips go to the professional who cleaned your home.

Sign-off. At the end of a visit, you may be asked to confirm completion digitally. Please take a quick look at your home so any concerns can be raised right away (see Section 5).

4. Cancellations, rescheduling, and lockouts

We hold your time and plan our professionals' schedules around it, so we ask for notice when plans change. You can cancel or reschedule through your booking link, or by contacting us at booking@ogtoledo.com.

Rescheduling. There is no fee to reschedule your visit.

Late cancellations. A cancellation is late when it comes less than 24 hours before the start of your visit. The late cancellation fee is:

• 50% of the service price for Standard Cleaning and Deep Cleaning
• 100% of the service price for Move-In/Move-Out Cleaning

Lockouts. If we arrive within the arrival window and cannot get in, and we cannot reach anyone who can let us in after a reasonable wait (about 15 to 20 minutes), the visit is treated as completed and the full service price is charged, since that time was held for you.

Skipped visits on a recurring schedule. Skipping a recurring visit follows the same cancellation rules as above. Skipping more than two visits in a row may pause your recurring slot.

If we need to reschedule. If illness, car trouble, or severe weather affects our schedule, we will tell you as early as we can and offer the next available time at no extra fee. We are not responsible for other losses from a rescheduled visit, such as a missed event.

Emergencies. If you have a true emergency, tell us. We will do our best to be flexible, and fees may be waived at our discretion.

5. Our promise and the reclean window

We want you to love your home after we leave. If something included in your booked service was missed or not done to a reasonable standard, tell us within 24 hours of the visit and we will return to make it right at no charge, as soon as our schedule allows.

To help us fix things quickly:

• Contact us at support@ogtoledo.com or through your booking, and include the room and what was missed
• A photo helps, and we welcome it
• Allow us the chance to return before arranging another service

This promise covers the work included in the service you booked, as described on our website. It does not cover areas or extras that were not booked, normal wear, permanent staining, or damage that existed before our visit. If a reclean cannot resolve the concern, we will talk with you about a fair solution, which may include a partial credit. We do not offer refunds for services already completed, except at our discretion.

6. Breakage, damage, and liability

Our professionals take care with your home. Accidents are rare but possible, so here is how we handle them.

Reporting a problem. If you believe something was damaged during a visit, tell us in writing within 24 hours at support@ogtoledo.com. Please include photos, a description, and what the item was worth when you can. Reporting quickly helps us look into it fairly.

How we review it. We will look into every report in good faith. Where a professional's work caused the damage, we will work with you toward a fair resolution, which may be repair, replacement, or reimbursement of the reasonable value of the item, taking its age and condition into account.

What we cannot be responsible for.

• Items that were already damaged, loose, or weakened before the visit
• Normal wear and tear, or surfaces that fail under ordinary cleaning
• Items that were not securely mounted or placed, such as shelves, wall hangings, and unstable furniture
• Cash, jewelry, medication, important papers, and other valuables left out. Please put these away before we arrive
• Antiques, one-of-a-kind items, or items of special value that you did not tell us about in advance
• Damage that results from inaccurate information about a surface, product, or condition

Limit of liability. We are not liable for indirect or consequential losses, such as lost income or a missed event. Nothing in these terms limits liability that cannot legally be limited, including for injury caused by negligence where the law does not allow a limit.

Your safety and ours. Please tell us about hazards, such as loose flooring, unsafe stairs, broken fixtures, or chemicals stored in the cleaning areas. You are responsible for injuries and damage caused by hazards you did not disclose.

7. Independent professionals and staying with us

Independent professionals. The people who clean and organize in your home are independent professionals who run their own businesses. They are not employees of Order & Grace. We handle booking, billing, and client care, and we work to match you with skilled professionals who meet our standards.

Please book through us. Our professionals are introduced to you through Order & Grace, and our fees help us find, train, schedule, and support them. For 12 months after your last booking with us, you agree not to hire or pay a professional you met through us to clean or organize for you outside of Order & Grace. If you would like to hire someone directly, please talk to us first. We can discuss a fair arrangement, which may include a placement fee.

This does not stop you from hiring any other cleaning company or person you find on your own.

8. Photos, privacy, and the fine print

Photos. Our professionals may take before and after photos of the work to document the visit and to resolve any questions. We will not share photos that show your face, personal documents, or identifying details of your home publicly. If you would like us to use photos in our marketing, we will ask for your permission first. You can change your mind at any time by telling us.

Privacy. We use your information to schedule, bill, and care for your service. We do not sell it. We share only what is needed with our professionals and our payment and booking providers. Our full privacy policy is available on our website.

Communications. By booking, you agree that we may contact you by email, phone, and text about your service. You can opt out of marketing messages at any time.

Changes to these terms. We may update these terms from time to time. The current version is always available on our website and in your booking. For recurring clients, we will give notice before material changes apply to you.

If we disagree. If something goes wrong, please talk to us first. Most concerns can be solved with a quick conversation. If we cannot resolve it, these terms are governed by the laws of the State of Ohio, and any dispute will be handled in the courts of Lucas County, Ohio.

If part of this does not apply. If any part of these terms cannot be enforced, the rest still applies.

Your agreement. By checking the agreement box when you book, signing at the end of a visit, or allowing us into your home, you confirm that you have read and agree to these terms, and that you are at least 18 years old and have the authority to book service for the home.

Questions? Reach us at hello@ogtoledo.com. We are glad you are here.