SEMS Cleaning Co.
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Customer Service Agreement

Effective Date: July 16, 2026

This Customer Service Agreement (“Agreement”) applies to cleaning and related services provided by SEMS Cleaning Co., a trade name/DBA operated by SEMS Commerce LLC. In this Agreement, SEMS Cleaning Co. and SEMS Commerce LLC are referred to collectively as “SEMS,” “we,” “us,” or “our.”

By checking a box, approving a quote, booking a service, paying a deposit or invoice, authorizing payment, or using SEMS services, you agree to this Agreement.

1. Contact Information

SEMS Cleaning Co. Operated by SEMS Commerce LLC
Website: semscleaning.com
Phone: Call us
Email: [email protected]

2. Service Area

SEMS provides services at Texas locations accepted by SEMS on a case-by-case basis.

Acceptance of one booking or quote does not guarantee service availability for future jobs or other locations.

3. Customer Authority to Request Service

You represent that you own, lease, manage, occupy, or otherwise have permission to request services at the property and to authorize SEMS and assigned cleaners to enter the property.

If you are booking on behalf of an owner, host, business, property manager, tenant, family member, or other third party, you confirm that you have authority to request the service and approve payment.

4. Services Provided

SEMS provides cleaning and related services as listed in the accepted quote, booking, checklist, or work order.

Current primary service types may include:

  1. Standard Clean — general cleaning/reset service for residential, short-term-rental, and similar properties.
  2. Deep Clean — a more detailed cleaning service for properties needing heavier or more thorough cleaning than a Standard Clean.
  3. Move-In / Move-Out Cleaning — a heavier, top-to-bottom cleaning for empty or transitioning properties.

SEMS may also offer recurring residential cleaning or other cleaning-related services if accepted by SEMS and listed in the quote, booking, checklist, or work order.

Only the services specifically listed in the accepted quote, booking, checklist, or work order are included.

5. Add-On Services

Add-on services are not included unless selected, quoted, and approved.

Add-ons may include:

Laundry, linen handling, washing, drying, folding, stain treatment, off-site laundry, linen inventory, and replacement of missing or damaged linens are not included unless Laundry Service is selected or otherwise approved in writing.

Laundry Service is typically quoted per load (one load = one washer run — wash, dry, and fold) based on the customer’s estimate of the number of loads. If the actual laundry materially exceeds the estimated loads, Section 21 (Extra Work Discovered During Service) applies.

For Standard Clean services, SEMS may make beds or place towels using clean linens available on-site when included in the booked scope.

6. Excluded Services

Unless specifically agreed in writing, SEMS does not provide:

SEMS is not responsible for tasks outside the accepted quote, booking, checklist, or work order.

7. Quotes, Bookings, and Work Orders

A quote, booking confirmation, invoice, checklist, or work order may list the property address, service type, scheduled window, price, taxes, deposit or payment terms, included tasks, excluded tasks, selected add-ons, and special instructions.

If there is a conflict between this Agreement and a specific accepted quote or work order, the quote or work order controls only for the job-specific details.

8. Payment Terms

SEMS may require a deposit, full prepayment, card-on-file authorization, or another payment arrangement depending on the job, customer, service type, schedule, or property.

By approving a quote, booking a service, saving a payment method, paying a deposit, or using SEMS services, you authorize SEMS to charge approved amounts related to your service, including deposits, final balances, recurring service charges, approved add-ons, cancellation fees, no-access fees, trip fees, not-ready fees, taxes, and other amounts owed under this Agreement.

SEMS uses third-party payment processors, such as Stripe, to process payments. SEMS does not store full card numbers.

9. Failed Payments

If a payment fails, SEMS may pause, cancel, or reschedule service until payment is resolved. SEMS may retry a saved payment method, require a different payment method, and require unpaid balances to be paid before accepting future jobs.

10. Taxes

Customer is responsible for all applicable taxes, including Texas sales and local taxes.

SEMS may calculate, collect, and remit taxes as required based on the service type, service location, and applicable law. Taxes may be listed separately on quotes, invoices, or receipts.

11. Cancellations, Rescheduling, Lockouts, and No-Access

Customers may cancel or reschedule without a fee by giving at least 24 hours’ notice before the scheduled service window.

If a customer cancels or reschedules with less than 24 hours’ notice, SEMS may charge a flat cancellation or rescheduling fee.

SEMS may also charge a flat no-access, lockout, trip, cancellation, or not-ready fee if SEMS or an assigned cleaner arrives and cannot begin or complete the job because of customer-caused issues, including but not limited to:

The flat fee is $50 unless SEMS states a different amount in a quote, work order, booking flow, invoice, or written notice.

12. Access Instructions

Customer is responsible for providing accurate, complete, and working access instructions before service.

Access instructions may include:

If SEMS cannot access the property due to missing, inaccurate, incomplete, or non-working instructions, SEMS may reschedule, cancel, or charge the applicable flat fee.

13. Physical Keys and Access Devices

Customers should use lockboxes, smart locks, keypads, gate codes, concierge instructions, or other customer-controlled access methods when possible.

SEMS generally prefers not to hold physical keys, fobs, garage remotes, or access cards. If SEMS accepts a physical key, fob, remote, or access device, it is only for service access. Customer remains responsible for changing codes, rekeying locks, or updating access methods if the customer wants additional security.

14. Customer Property Preparation

Customer is responsible for preparing the property before service.

Before the scheduled service, customer should make sure:

Excessive clutter, trash, personal items, or unsafe conditions may limit the areas SEMS can clean.

15. Occupants or Guests Still Inside

SEMS cleaners are not required to enter or remain in a property if guests, tenants, occupants, workers, or unknown persons are inside unless SEMS specifically approved that situation in advance.

If the property is occupied when it was supposed to be ready for service, SEMS may pause, reschedule, cancel, or charge the applicable $50 no-access, trip, cancellation, rescheduling, lockout, or not-ready fee.

16. Pets

Customers must disclose any pets before service. Pets must be secured or safely separated before cleaners arrive.

SEMS may refuse, pause, reschedule, or cancel service if a pet is loose, aggressive, unsafe, undisclosed, or interferes with cleaning. The customer may be charged the applicable $50 no-access, trip, cancellation, rescheduling, lockout, or not-ready fee.

SEMS does not provide pet care.

17. Unsafe, Unsanitary, Hazardous, or Excessive Conditions

SEMS is not required to perform services in conditions that are unsafe, unsanitary, hazardous, excessive, or outside the agreed scope of work.

This may include, but is not limited to:

If such conditions are discovered, SEMS may refuse, pause, reschedule, cancel, or re-quote the service. Customer may be charged a trip, no-access, cancellation, or not-ready fee, and any additional work must be separately approved and may require additional payment.

18. Hazardous, Illegal, Restricted, or High-Risk Items

SEMS cleaners are not responsible for handling, moving, securing, or disposing of hazardous, illegal, restricted, or high-risk items.

This may include, but is not limited to:

Customers should secure those items before service. SEMS may refuse, pause, document, or avoid cleaning areas where those items are present.

19. Special Surfaces, Product Restrictions, and Allergies

Customer is responsible for notifying SEMS in advance of any delicate surfaces, specialty materials, product restrictions, allergies, fragrance sensitivity, chemical sensitivity, pet-safe product requirements, or manufacturer-specific cleaning instructions.

Examples may include:

SEMS is not responsible for damage caused by undisclosed special-care requirements, pre-existing wear, or customer-provided products used at the customer’s request.

20. Supplies, Restocking, and Customer-Provided Items

SEMS or assigned cleaners may provide basic cleaning supplies unless the quote or work order says otherwise.

Customer is responsible for providing specialty products, guest supplies, linens, restocking inventory, replacement items, and property-specific products unless separately agreed.

This may include:

If Restocking Essentials is selected, customer must make sure the approved restocking items are available unless SEMS separately agrees to purchase or provide them.

21. Extra Work Discovered During Service

If SEMS or an assigned cleaner discovers unselected add-ons or out-of-scope conditions during a job, SEMS may stop, document the issue with photos, notify the customer, and require approval for extra charges before performing the extra work.

Examples may include:

If the customer cannot be reached or does not approve the extra charge, SEMS may complete only the original booked scope, reschedule, cancel, or re-quote the job.

22. Scheduling, Arrival Windows, and Delays

Scheduled times are service windows, not exact guaranteed arrival times, unless SEMS specifically agrees in writing.

SEMS will try to meet requested times, but timing may be affected by:

23. Same-Day Turnaround

Same-Day Turnaround means SEMS will prioritize completion within the agreed same-day window. It does not guarantee completion if timely completion is prevented by access problems, inaccurate property condition, unselected add-ons, lack of supplies, unsafe conditions, customer-caused delays, or the property not being ready.

Same-Day Turnaround must be selected, quoted, and approved to apply.

24. Recurring Services

SEMS may offer recurring residential maintenance cleaning on a Weekly, Every 2 weeks, or Every 4 weeks schedule. A frequency selected in a request or quote is a scheduling preference only. It does not create an automatic series of appointments, and each future visit remains subject to SEMS acceptance, scheduling availability, and confirmation.

The first completed visit is charged at the regular quoted price and uses the regular estimated service time, whether the initial service is Standard, Deep, or Heavy Soil. A canceled, declined, skipped, or no-show appointment does not count as that first completed visit. Recurring maintenance pricing may begin with the next eligible Standard Clean after the initial visit is completed.

A recurring adjustment applies only to the Standard base service shown in the accepted quote. It does not apply to Deep or Heavy Soil service, add-ons, urgency or tight-window premiums, or taxes. A minimum base-service price may reduce the effective discount for smaller homes. The accepted quote controls the actual price for that visit.

Eligibility is based on the calendar days since the last completed qualifying clean at the same property. If a visit occurs later than the selected schedule, SEMS may use the next eligible frequency rate; a sufficiently long gap restores one-time Standard pricing and may require review for Deep or Heavy Soil service. SEMS will not automatically change the service level without review.

Each scheduled visit is subject to this Agreement, including payment, cancellation, access, safety, service scope, and fee rules. SEMS may update recurring pricing for future unaccepted quotes. A later settings change does not alter an already accepted quote, confirmed booking, completed job, or existing invoice. If the customer requests extra work, changes the scope, changes the property condition, or the property condition materially changes, SEMS may re-quote immediately.

25. Photos and Property Documentation

Customer authorizes SEMS and assigned cleaners to photograph or document the property before, during, and after service for access, condition, damage, quality-control, checklist, and completion records.

Photos may include before photos, after photos, damage photos, access photos, completion photos, and photos documenting out-of-scope or unsafe conditions.

SEMS will not use customer property photos for advertising or marketing without separate permission.

Job photos may contain timestamps, device metadata, or location-related metadata depending on the device and app settings.

If SEMS invites you to upload or send photos of the property (for example, to prepare a quote), you represent that you own, lease, manage, or otherwise have the right to photograph the property and to share those photos with SEMS. You are responsible for making sure photos you provide do not include guests, occupants, or other people, and do not violate any lease, HOA, rental-platform, or privacy obligation you owe to a third party. Customer-provided photos are handled as described in the Privacy Policy and may be kept as property-condition records for the related quote or job.

26. Damage and Pre-Existing Conditions

SEMS is responsible for damage only when directly caused by SEMS or an assigned cleaner’s negligence.

SEMS is not responsible for:

Customers must secure valuables, fragile items, cash, jewelry, firearms, medications, collectibles, confidential documents, and sensitive personal property before service.

27. Damage, Loss, or Missing-Item Claims

Customer must report damage, loss, or missing-item claims within 24 hours after service completion.

Reports should include a description, photos, supporting details, and any relevant timeline information.

Failure to report within 24 hours may limit SEMS’s ability to investigate or offer a resolution, especially when guests, tenants, occupants, owners, workers, pets, or other third parties entered the property after service.

28. Satisfaction Concerns and Re-Clean Requests

Customer must report cleaning concerns within 24 hours after service completion with reasonable detail and supporting photos when possible.

SEMS may, at its discretion, offer a re-clean, credit, partial refund, or other resolution if the issue is within the booked scope of work.

SEMS does not guarantee a free re-clean or refund for issues outside the booked scope, issues caused by lack of access or supplies, conditions not disclosed before service, unselected add-ons, maintenance issues, pests, odors, damaged linens, broken appliances, or guest/owner-caused conditions.

29. Refunds

Payments are generally non-refundable once service has been performed.

If a valid issue is reported within 24 hours and the issue is within the booked scope, SEMS may offer a re-clean, credit, partial refund, or other resolution at its discretion.

30. Standard Clean and Platform Outcomes

SEMS will perform the booked cleaning scope, but does not guarantee:

SEMS is not responsible for guest complaints caused by property maintenance, pests, missing supplies, odors, broken appliances, bad linens, owner-caused issues, guest-caused issues, or conditions outside the booked cleaning scope.

31. Cameras, Recording Devices, and Cleaner Privacy

Customers must disclose active cameras or recording devices that may capture cleaners during service.

Customers must not place cameras or recording devices in bathrooms, changing areas, bedrooms where a cleaner may reasonably expect privacy while working, or any inappropriate area.

SEMS may refuse, pause, or cancel service if cameras or recording devices create an unsafe, inappropriate, or uncomfortable work environment.

Customers may not use recordings, photos, or videos of cleaners for social media, marketing, harassment, or any purpose unrelated to property security or service documentation.

32. Customer Communications

Customer agrees that SEMS may contact the customer by text, phone, email, app notification, or other contact method for service-related reasons.

Service-related communications may include:

Marketing messages are separate from service-related messages and may require separate opt-in where applicable. Customers may opt out of marketing messages as allowed by law.

33. Reviews, Testimonials, and Feedback

SEMS may use customer reviews, testimonials, star ratings, or written feedback for marketing or quality improvement.

SEMS will not disclose private property access details, sensitive personal information, or private job photos without separate permission.

34. Independent Cleaners and Service Providers

SEMS may perform services directly or through assigned cleaners, independent contractors, subcontractors, teams, or service providers.

SEMS remains the customer’s point of contact for scheduling, payment, quality concerns, and service issues.

Assigned cleaners and service providers are independent contractors who must satisfy SEMS’s onboarding and eligibility requirements, including the cleaner insurance described in Section 36. SEMS Cleaning Co.’s own insurance is also described in Section 36.

35. No Direct Hiring or Bypassing SEMS

Customers may not directly solicit, hire, engage, or pay any cleaner, contractor, employee, team, or service provider introduced through SEMS for cleaning or related services outside of SEMS without written permission.

This restriction applies during the customer’s relationship with SEMS and for 12 months after SEMS introduces the cleaner, contractor, employee, team, or service provider to the customer.

36. Insurance

SEMS Cleaning Co. maintains business insurance appropriate for its operations. A certificate of insurance may be provided upon request where applicable.

SEMS also requires assigned cleaners to carry and maintain their own business insurance appropriate for their cleaning work.

This insurance is maintained for SEMS’s business and does not replace the customer’s own insurance. Customers are responsible for maintaining appropriate homeowner’s, renter’s, landlord, host, commercial, property, business, guest, tenant, and rental-activity insurance.

Nothing in this Agreement guarantees any particular claim result or outcome.

37. Chargebacks and Payment Disputes

Customer agrees to make a good-faith effort to resolve billing or service concerns directly with SEMS before filing a chargeback, bank dispute, payment reversal, or similar claim.

Filing a false, unsupported, or bad-faith dispute may result in cancellation of future service and collection of unpaid amounts.

38. Collections, Attorney’s Fees, and Payment Recovery

If SEMS must collect unpaid amounts, respond to bad-faith or unsupported payment disputes, or enforce payment obligations, customer may be responsible for reasonable collection costs, attorney’s fees, court costs, and payment-recovery costs where allowed by law.

39. Limitation of Liability

To the fullest extent allowed by law, SEMS’s maximum liability for any claim related to a service is limited to the amount paid by the customer for the affected service.

SEMS is not liable for indirect, incidental, special, consequential, exemplary, or punitive damages, including lost bookings, lost rental income, lost profits, platform penalties, lost reviews, guest refunds, business interruption, or reputational harm.

Some limits may not apply where prohibited by law.

40. Changes to This Agreement

SEMS may update this Agreement from time to time.

The version in effect when the customer books, approves a quote, pays, authorizes payment, or uses the service applies to that service.

Continued use of SEMS after an update means the customer accepts the updated terms.

41. Governing Law and Venue

This Agreement is governed by Texas law.

Any dispute will be handled in the state or federal courts serving the county where SEMS’s business address is located, unless the parties agree otherwise or the law requires a different venue.

42. Severability

If any part of this Agreement is found invalid or unenforceable, the remaining parts will remain in effect to the fullest extent allowed by law.

43. Entire Agreement

This Agreement, together with the accepted quote, booking, checklist, work order, invoice, Privacy Policy, and any written addendum, forms the agreement between customer and SEMS for the applicable service.

44. Consent and Acknowledgment

When you request a quote or booking through the SEMS website, you will be asked to confirm:

“I agree to the SEMS Cleaning Co. Customer Service Agreement, Privacy Policy, and Terms of Use.”

When you accept a quote or complete checkout, you will be asked to confirm:

“I agree to the SEMS Cleaning Co. Customer Service Agreement, Privacy Policy, and payment terms. I confirm I am authorized to request service at this property.”

Checking either box — or booking, paying, authorizing payment, or using SEMS services — constitutes your agreement to this Agreement.

Customer Service Agreement Privacy Policy Website/App Terms of Use