Client Service Agreement

1. About this agreement

This is an agreement between Mundus Cleaning LLC ("Mundus," "we," "us") and the person who books our services ("you"). It covers every visit we do for you, starting when you accept it.

You accept it once, online, when you confirm your first booking. It then applies to all later bookings, including recurring plans, unless we send you an updated version (Section 13).

Booking Confirmation. For each booking we email you a Booking Confirmation. It lists the service, address, date and arrival window, confirmed price, and deposit. It shows the most you can be charged for the visit: the top of your estimate's range, plus New York sales tax. The Booking Confirmation and this agreement together make up your contract for that visit. If they differ, the Booking Confirmation controls for that visit.

Who can book. You must be 18 or older, and you must own your home or have the right to let us in and have it cleaned.

2. Services

We offer three services: Standard Clean, Deep Clean, and Move-In / Move-Out Clean. Schedule A at the end of this agreement lists, room by room, what each one includes. Schedule A is part of this agreement.

We bring our own supplies and equipment. If you prefer particular products in your home, leave them out and we will use them.

Not included. Unless we agree otherwise in writing before your visit, we do not:

• clean the outside of windows;
• move heavy furniture or appliances;
• clean high fixtures that need more than a step stool;
• clean up pet waste;
• handle biohazards (such as bodily fluids or sharps) or mold;
• wash walls.

If you want something that is not listed, ask and we will quote it before your visit.

Our team. Visits are done by Mundus's own cleaners. You are not their employer, and you do not supervise or pay them directly. Tips are covered in Section 11.

3. Booking, price and changes

Estimate and confirmed price. The estimate on our website is a range based on what you tell us, and it is subject to change. This section explains what can change it and how you stay in control. Your confirmed price is the one in your Booking Confirmation. We confirm it before your visit, and it does not change afterwards, except as described below.

If we need to change the price before your visit (for example, the home is larger or in worse condition than described), we will email you the new price and the reason, at least 24 hours before your arrival window, and ask you to approve it. A higher price takes effect only if you approve it. Your answer is final once you confirm it. We do not clean at a lower price than the work needs. If you do not approve the new price, or do not answer by the time stated in our email (at least 12 hours before your arrival window, with one reminder), the visit is canceled at no charge and we refund any deposit. Less than 24 hours before your visit, we do not ask for a higher price by email. If we find much worse conditions when we arrive, the paragraph below about much worse conditions applies. Once your visit has started, we may lower the price but never raise it, except for an extra you approve before we start that work, such as a pet cleaning fee.

Pets. If pets live in your home, tell us when you book and choose one of two options. If you choose "Yes," a pet fee of $30 is added to each visit. It is shown in your estimate before you book and as its own line on your receipt. If you choose "Yes, but they won't add to the cleaning," there is no pet fee to start. If pet hair, accident stains or scattered litter then need extra cleaning time, we may ask for a pet cleaning fee of up to $30 for that visit. We tell you the amount and the reason, with a photo if possible, and you approve it before we start that extra work. At booking you may instead tick a box to pre-approve a pet hair fee of up to $30; we still send you the amount and a photo afterwards. If you told us about your pets and you decline the fee, the visit is canceled at no charge. If you did not tell us about pets that live in your home, the visit is canceled and the $50 late cancellation fee in Section 5 applies (on a first booking, we keep your $50 deposit as that fee). We never add a pet fee that you have not chosen or approved.

Extras. We add any extra service only with your agreement, at the price we quote.

Sales tax. Prices are before New York sales tax. The tax is shown as its own line before you pay and on your receipt.

What you tell us. Your price depends on what you tell us about your home, so please be accurate. If your home turns out to be in much worse condition than you described, the paragraph below about much worse conditions applies.

Home size photos (optional). If you are not sure of your home's size, you may upload up to six photos with your estimate. We use them only to confirm your price, within 24 hours, and we delete them after your first visit (Section 11).

First-booking offers. If you book your first visit with a friends-and-family code, that visit is charged at the price shown when you book. With a new-client offer code, a new client's first booking has $25 off, as its own line on the receipt, and if you start a recurring plan within 30 days of that first visit, $20 comes off your second visit. Each is for one first booking per household (we check your email, phone and address), and only one offer applies to a booking: they cannot be combined with each other or with a referral discount. If your home turns out to be larger or in worse condition than you described, any new price we ask you to approve is based on the regular price.

Photos for your first booking. For your first booking, please send three photos (the kitchen, a bathroom and your main living area), pre-approve extra work as described below, or do both.

If your home is in much worse condition than described. We compare your home with the answers you gave in your estimate (its size, rooms and condition), using photos our cleaner takes when they arrive, before touching anything. If the home differs from those answers enough to need far more time than your visit includes (for example, rooms you did not list, or heavy buildup when you chose "Well kept"), and you did not pre-approve extra work (see below), we contact you right away with the photos and a price for the extra work, which you approve before we start it. The most we will ask for extra work is the lesser of 50% of your confirmed price or $150. You can: (1) approve the new price, and we start; or (2) cancel the visit, and the $50 late cancellation fee in Section 5 applies instead of the full price (on a first booking, we keep your $50 deposit as that fee). We wait 15 minutes for your answer and try to reach you twice, by phone, text or email. If we still do not hear from you, we treat it as option 2. Your answer is final once you confirm it. We do not charge the $50 fee if your home matches the answers you gave.

Pre-approval for extra work. At booking you may pre-approve extra work of up to the lesser of 50% of your confirmed price or $150. If our cleaner finds that your home needs more work than described, the cleaner takes photos before starting and we email you the amount, and the cleaner starts within your pre-approved limit. It appears as its own line on your receipt. You may ask the cleaner to stop, and the $50 late cancellation fee in Section 5 then applies instead of the full price (on a first booking, we keep your $50 deposit as that fee). If the work would cost more than your limit, or you did not pre-approve, the paragraph above applies. We do not charge anything if the condition matches what you told us.

4. Deposit, card on file and payment

First-booking deposit. To confirm your first booking, we ask for a $50 deposit, paid through Square's secure payment fields. It counts toward your visit, not an extra charge: it is applied to your final total. If you cancel with at least 48 hours' notice, it is refunded or held for your next visit. If you cancel late, we keep it (Section 5). Returning clients and recurring plan visits do not pay a deposit, unless Section 5 says we may ask for one again.

Card on file. When you pay the deposit, you also save a card with Square. Card details are entered into Square's secure payment fields and are never stored by us.

Your authorization. By signing this agreement and saving your card, you authorize Mundus to charge that card for:

• after each visit, up to your confirmed maximum price plus New York sales tax, less your deposit, plus any extra you approved before the visit (we may charge less, never more);
• the $50 late cancellation fee in Section 5, when it applies;
• each later visit you book, including every visit under a recurring plan; and
• any other amount you agree to in writing.

This authorization stays in place until you cancel it by emailing hello@munduscleaning.org or by removing the card with Square. It covers nothing else. Square emails you an itemized receipt for every charge.

Timing. We charge after your visit is finished, not before.

If a payment fails, we will email you, and we ask you to update your card within 3 days. Until the balance is paid, we may pause future visits.

If you think a charge is wrong, email us first at hello@munduscleaning.org. We will review it promptly and correct any mistake. Contacting us does not limit your right to dispute a charge with your card issuer.

Refunds go back to the original card and usually appear within 5–10 business days.

5. Canceling, rescheduling and missed visits

When we reserve your time, we turn away other bookings for it, and a late change is hard to refill. These rules are meant to be fair to both of us.

You cancel at least 48 hours before your arrival window

No fee. We refund your deposit, or hold it for your next visit for up to 6 months, after which we refund it.

You reschedule to a date within 7 days of the original date

No fee. Your deposit moves with the booking.

You cancel less than 48 hours before your arrival window

$50 late cancellation fee.

You reschedule with less than 48 hours' notice to a date more than 7 days later

$50 late cancellation fee.

We cannot get in, or no one is there (a "lockout" or "no-show")

$50 late cancellation fee, after the steps below.

We cancel or reschedule

No fee to you. If we cannot offer a time that works, we refund any deposit.

Counting the hours. We count from the start of your arrival window. If you book less than 48 hours before that window, you may cancel at no charge within 2 hours of booking.

How the late cancellation fee works. On a first booking, we keep your $50 deposit as the late cancellation fee and charge nothing more. For everyone else, we charge $50 to your card on file. The fee is a reasonable estimate of what a lost slot costs us, which is hard to calculate exactly. It is not a penalty, and it is never more than $50 per booking.

Lockouts and no-shows. If we arrive and cannot get in, our cleaner will wait 15 minutes and try to reach you twice, by phone, text or email. If we still cannot get in, the visit counts as a late cancellation.

Waivers. We may waive any fee at our discretion, for example after an emergency. Waiving a fee once does not change this policy. If we waive the fee on a first booking, we refund your deposit.

Repeat late changes. Your time is reserved for you. On a recurring plan, we hold the same slot every week and turn away other bookings for it, so repeated late changes cost us more. If you have two late cancellations, lockouts or no-shows within 90 days, whether or not we charged the fee, we may require a new $50 deposit before your next visit. We will let you know after your first one, so it is never a surprise.

The deposit works like your first one: it is applied to that visit's total, and refunded or held if you cancel with at least 48 hours' notice. On a recurring plan, we will email you before your next visit. If the deposit is not paid by the deadline in that email (at least 48 hours before the visit), we may pause that one visit. Your plan stays in place. The requirement ends once 90 days pass without another late cancellation, lockout or no-show. Late reschedules do not count.

Price-change cancellations. If you do not approve a higher price we asked for before your visit (Section 3), the visit is canceled at no charge. If you do not approve a pet cleaning fee (Section 3), the visit is canceled at no charge if you told us about your pets when you booked, and with the $50 late cancellation fee if you did not. If you cancel after we arrive, or do not answer within 15 minutes, because your home is in much worse condition than you described, the $50 late cancellation fee applies instead of the full price. If the condition matches what you told us, there is no fee.

6. Recurring plans

Recurring plans have their own agreement, the Recurring Plan Agreement, which you accept separately before a plan starts. It sets your plan's price, schedule, minimum term, automatic renewal and how to end it. This Client Service Agreement still applies to every plan visit, including payment, cancellation and access. If the two disagree about your plan, the Recurring Plan Agreement controls.

7. Access and building rules

Letting us in. You authorize our cleaners to enter your home during the arrival window in your Booking Confirmation. When you book, tell us how we get in: you at home, a doorman, a lockbox, or another way you describe in your booking.

Keys and codes. We do not hold keys. Never put lockbox, alarm or door codes in the booking form: we confirm them with you privately before your visit, and we never share them with anyone outside Mundus. Any entry instructions you give are kept only in our booking system and seen only by our team.

Buildings. Tell us when you book if your building needs a certificate of insurance or a vendor registration, and give us the building's contact. You are responsible for your building's rules, elevator reservations and fees. If the building turns us away because of a requirement you did not tell us about, Section 5 applies.

Landlords and co-ops. You confirm that your lease or building rules allow us to enter and clean.

8. Your home: safety and what we need from you

Please:

• secure your pets, or tell us about them, and keep them safe from our products and equipment;
• put away cash, jewelry, medication, and any valuable or fragile item you do not want handled;
• tell us before your visit about hazards, pests (including bed bugs), mold, or surfaces that need special care, such as natural stone or antiques;
• make sure water and electricity are working.

Safe working conditions. We may stop or decline a visit if conditions are unsafe, such as pests, mold, biohazards, extreme clutter, aggressive animals or threats. If that happens, we will tell you why. If you did not tell us beforehand, Section 5 applies.

Existing damage and wear. We are not responsible for damage that was already there, for normal wear, or for items that were already loose, cracked or poorly installed.

9. Our quality promise and damage

Re-clean guarantee. If something we agreed to clean is not up to standard, tell us within 24 hours of your visit (a photo helps) and we will clean it again at no charge. You can tell us by email, on our Help page, or in the feedback form we send after your visit. Please give us the chance to fix it before disputing a charge.

Damage. We handle every home with care, and accidents are rare. If something is damaged during a visit, we will tell you right away. If you notice something afterwards, let us know within 24 hours, with a photo if you can, so we can look into it promptly. If we caused the damage, we will repair it or pay the reasonable cost to repair or replace it. If you ask, we will also refund that visit's price. We do not cover damage that was already there, or surfaces you asked us to treat in a way we warned against. We are not responsible for items of unusual value, such as jewelry, cash, art or antiques, unless you told us about them and we agreed in writing to handle them.

Telling us within 24 hours helps us act quickly. It does not take away any legal right you have to make a claim later.

10. Liability

To the extent New York law allows, we are not liable for indirect or consequential losses, such as lost income.

Nothing in this agreement limits liability that the law does not allow to be limited. That includes liability for bodily injury, for gross negligence or intentional wrongdoing, and any right you have under New York consumer protection law.

Please tell us promptly about anything that could injure our team in your home, such as broken stairs or exposed wiring.

11. Tips, photos, feedback, privacy and messages

Tips are never required. After a visit we may send you a link to leave one. Every tip goes to your cleaner in full and is separate from your price, deposit and any other fee.

Photos. Our cleaners may take before-and-after photos of the areas they clean, for quality control, to document conditions that affect the work (such as pet hair or heavy buildup), and to resolve any question about a visit. We keep them privately. We do not share them or use them in marketing without your separate written permission. Photos are seen only by our team, used only to prepare your price and to resolve questions about a visit, and deleted 90 days after the visit they priced, or 30 days after you decline or cancel. Home size photos you upload with an estimate are deleted sooner: within two days after your first visit is completed, or 30 days after you cancel. A photo you send with feedback or a Help message is deleted within 90 days.

Feedback and reviews. After a visit we may ask how it went. Your answers come to us privately and help us improve. We quote your comments on our website, with your first name only, only if you tick the box that allows it. Every client sees the same invitation to leave a public review, whatever their feedback, and we never offer a discount or reward for a review.

Privacy. We collect only what we need to book and carry out your visits: contact details, address, entry method, home details and payment records. We never see or store your card number. Our Privacy Policy at munduscleaning.org/privacy explains what we keep and how to ask for a copy or deletion.

Messages. We email you about your bookings. We send text messages only if you opt in separately. Accepting this agreement does not opt you in, and you can opt out at any time by replying STOP.

12. Electronic signing

You agree to sign this agreement and receive related notices electronically. When you sign in the signature box and enter your full name, you accept this agreement. It has the same effect as a handwritten signature under New York's Electronic Signatures and Records Act and the federal E-SIGN Act.

We record the time you signed, the version of this agreement, your name, signature and email, and the booking you were confirming. We email you a copy.

You can ask for a paper copy, or withdraw your consent to electronic records, by emailing hello@munduscleaning.org. If you withdraw consent, we may not be able to take new bookings from you. To receive our messages and receipts, you need a device with internet access and an email address.

13. General terms and disputes

Changes to this agreement. We may update it. We will email you the new version, and it applies to bookings made after the date of that email. For a major change, we will ask you to accept it again before your next booking. The version you accepted stays on record.

Disputes. Please email hello@munduscleaning.org first. We will reply within one business day and aim to resolve the matter within 30 days. New York law governs this agreement. Any court case would be brought in the courts of the New York county where we did the work. Either of us may use small claims court. This agreement does not require arbitration and does not waive any class or group claim.

Events beyond our control (severe weather, transit shutdowns, illness, emergencies) can delay or cancel a visit. If we must cancel, we will contact you promptly, offer another time, and refund any deposit if you prefer.

The rest. This agreement, your Booking Confirmations and Schedule A are everything we have agreed. If a part is found unenforceable, the rest still applies. You may not transfer this agreement to someone else. Notices to us go to hello@munduscleaning.org, or by mail to Mundus Cleaning LLC, 6629 Bay Parkway, 3rd Floor, Brooklyn, NY 11234. Notices to you go to the email you gave us. Headings are there only to help you read.

Schedule A: what each service includes

Every service covers the whole home. Deep Clean adds the detail work. Move-In / Move-Out adds the insides of an empty home.

Every room

Kitchen

Bathrooms

Bedrooms

Living areas

Entry and hallways

Balcony or terrace

An add-on is priced and confirmed before the visit; nothing is added during it.

Not included in any service

• Exterior windows and screens
• Moving heavy furniture or appliances
• Anything above step-stool height (we don't use ladders)
• Pet waste and pet grooming
• Mold and biohazards (bodily fluids, pest droppings)
• Washing whole walls, scuffs on flat paint, wallpaper
• Upholstery shampoo, stain treatment, leather conditioning, mattress cleaning
• Washing, drying or folding laundry
• Putting away clutter, clothes, toys or papers
• Organizing cabinets, pantries, tableware or storage
• Cleaning electronics beyond a dry dust, or screens
• Handling valuables or fragile art (we dust around them)
• Power washing, plant care, moving outdoor furniture
• Hauling bulk items, debris or hazardous waste, or sorting contaminated recycling

Something not listed? Ask, and we will quote it before your visit.