Universal Pro Solution Legal & Policies
Terms & Conditions
1. Service Requests and Bookings
Submitting a service request does not guarantee acceptance or availability. Services may be subject to:
- Service-area availability
- Service provider availability
- Property conditions
- Requested service type
- Accurate customer information
- Pricing confirmation
- Payment requirements
- Safety considerations
Universal Pro Solution may reasonably accept, decline, modify, or reschedule a service request when necessary.
2. Service Scope
Customers are responsible for selecting the service that most accurately represents the property and work being requested. The scope of service may depend on factors including:
- Property size
- Property condition
- Service selected
- Requested add-ons
- Accessibility
- Amount of work required
- Information provided during booking
Work outside the originally selected scope may require additional charges, additional time, or a separate service request.
3. Pricing and Estimates
Prices or estimates may be based on information provided by the customer before service. Pricing may change if:
- The property size differs from the information provided
- The property’s condition requires substantially more work than reasonably expected
- Additional rooms or areas require service
- Additional services are requested
- The selected service does not accurately reflect the property’s condition
- Access difficulties affect the amount of time or work required
- Unusual or excessive conditions are discovered
When practical, customers will be notified before significant additional work or charges are authorized.
4. Payments
Customers agree to provide a valid approved payment method when required. By providing a payment method, the customer authorizes Universal Pro Solution and its payment-processing providers to process authorized charges associated with the service, approved add-ons, and applicable fees disclosed in connection with the booking.
Depending on the service or customer arrangement, payment may include:
- Advance payment
- A deposit
- Payment authorization
- Payment at completion
- Approved invoicing arrangements
Payment requirements may vary based on the service and customer type.
5. Cancellations, Rescheduling and Access
Advance Notice and Cancellations
We respect the time of our customers and cleaning professionals. Our rescheduling and cancellation terms are structured as follows:
- 24 Hours or More Before Appointment: Free rescheduling or cancellation (no charge).
- Less Than 24 Hours Before Appointment: Subject to a $35 late cancellation / rescheduling fee.
- Cleaner En Route or Arrived on Site: Subject to a $50 late cancellation / dispatch fee to compensate the cleaning team for travel and reserved scheduling.
Rescheduling
Appointments may be rescheduled without penalty when at least 24 hours’ notice is provided, subject to availability. Rescheduling requests made less than 24 hours before the appointment may be treated as late cancellations and subject to the same $50 fee.
Property Access and Missed Appointments
Customers are responsible for ensuring that the assigned cleaning professional can safely and legally access the property at the scheduled time. Customers must provide accurate property addresses, entry codes, gate or building instructions, parking information, key or lockbox instructions, and other necessary access details.
If service cannot be performed because access was unavailable, incorrect, or not properly arranged, the appointment may be treated as a late cancellation and the $50 cancellation fee may apply. A separate dispatch fee will not be charged under this policy.
Disclosure and Account-Specific Terms
Applicable cancellation and rescheduling fees will be disclosed during booking. Property management accounts operating under separate written service agreements may have different terms; the applicable written agreement will control in the event of a conflict. Universal Pro Solution may waive a cancellation fee at its discretion.
6. Utilities
Customers are responsible for ensuring that utilities reasonably necessary to perform the requested service are available and functioning. Depending on the service, this may include:
- Running water (hot and cold)
- Working electricity
- Adequate indoor lighting
- Other utilities reasonably required to perform the work
If required utilities are unavailable, the service may need to be modified, delayed, rescheduled, or canceled. Applicable fees may still apply when a service cannot be completed because required utilities were unavailable.
7. Customer Responsibilities
Customers are responsible for providing accurate information about the property and requested services. Customers should also:
- Identify areas requiring special attention
- Disclose known hazards
- Secure confidential or sensitive documents
- Secure cash, jewelry, medication, firearms, collectibles, and other valuables
- Identify fragile or unusually valuable items
- Provide safe and reasonable working conditions
- Make appropriate arrangements for pets and other animals
- Disclose conditions that could affect the safe or proper completion of service
8. Safety, Animals and Property Conditions
Universal Pro Solution is committed to providing a safe environment for customers and service providers.
Pets or other animals that may act aggressively, interfere with service, escape, or otherwise create a safety concern should be properly secured before and during the service. Universal Pro Solution or an assigned service provider may refuse to enter, pause work, modify service, or leave the property if an animal presents a reasonable safety concern.
Service may also be refused, paused, or discontinued if a customer, resident, tenant, guest, visitor, employee, or other person at the property engages in conduct including:
- Threatening or aggressive behavior
- Harassment or intimidation
- Verbal or physical abuse
- Sexual harassment or sexually inappropriate behavior
- Illegal activity or unsafe conduct
Service providers are not required to remain in a situation they reasonably believe presents a significant threat to their safety.
We may also refuse, modify, or discontinue service when property conditions reasonably appear unsafe, hazardous, unlawful, or materially different from what was disclosed, including: biohazards, human or animal waste beyond ordinary cleaning conditions, active infestations, mold requiring specialized remediation, hazardous chemicals, sharps or needles, unsafe electrical/structural conditions, or conditions requiring specialized licensing.
If service cannot be completed because of undisclosed hazards, unsafe occupants, unsecured animals, or other preventable conditions, applicable fees may still apply.
9. Valuables, Fragile Items, Damage & Breakage
Customers should secure fragile, sentimental, irreplaceable, or unusually valuable items before service begins, and notify Universal Pro Solution in advance if an item requires special handling. Service providers may decline to move or clean items that are excessively heavy, unstable, fragile, unusually valuable, unsafe, or outside the agreed service scope.
Damage or Breakage Notification
Customers should notify Universal Pro Solution promptly if they believe damage or breakage occurred during service. Customers may be asked to provide reasonable supporting information, including photographs, descriptions, receipts, or other documentation when available.
Universal Pro Solution may investigate the circumstances before determining what remedy, if any, is appropriate. Universal Pro Solution is not responsible for normal wear and tear, pre-existing damage, unstable fixtures, improperly installed items, deterioration, or conditions outside our reasonable control.
10. Service Quality Concerns & Cleaning Results
Customers who believe a service was not completed according to the agreed scope should contact Universal Pro Solution promptly and provide reasonable details regarding the concern. Depending on the circumstances, we may review the service, request photographs, contact the assigned service provider, arrange corrective service, or offer another reasonable resolution. Corrective service is generally limited to items included in the original service scope.
Cleaning Results Disclaimer
Universal Pro Solution does not guarantee that every stain, odor, discoloration, buildup, spot, or permanent condition can be completely removed. Results depend on surface condition, age, material, prior damage, stain type, previous chemical treatments, and maintenance history.
11. Service-Specific Terms
Carpet Cleaning
Carpet-cleaning results may vary based on carpet age, fiber type, condition, staining, damage, prior treatments, and maintenance history. Complete removal of every stain, discoloration, spot, odor, or pre-existing condition cannot be guaranteed.
Move-In and Move-Out Cleaning
Move-in and move-out cleaning services are cleaning services only. Universal Pro Solution does not guarantee return of a security deposit, landlord approval, property-management approval, inspection approval, or removal of permanent stains or damage. Customers remain responsible for understanding any requirements imposed by their landlord, property manager, lease, buyer, seller, or other third party.
Apartment and Unit Turnover Services
Apartment and unit turnover cleaning will be performed according to the agreed cleaning scope. Unless specifically included, services such as repairs, painting, maintenance, pest control, hauling, construction work, or hazardous-material remediation are not part of standard turnover cleaning.
Commercial and Property-Management Services
Commercial, office, apartment-community, or property-management services may be governed by separate proposals, work orders, contracts, invoices, or negotiated payment terms. If a separate written agreement conflicts with these Terms & Conditions, the applicable written agreement will control for the conflicting provision.
Recurring Services
Customers receiving recurring services are responsible for maintaining accurate scheduling, payment, service, and property-access information. Recurring services may be paused, rescheduled, or canceled according to the terms presented at booking or otherwise communicated by Universal Pro Solution. Pricing may change when service frequency, property condition, scope, operating costs, or other relevant circumstances change.
12. Service Providers, Documentation & Right to Refuse
Independent Service Providers: Universal Pro Solution may fulfill certain service requests through independent contractors, subcontractors, independent service providers, or independently operated service businesses. Universal Pro Solution may coordinate scheduling, customer communication, payments, service standards, quality assurance, or other aspects of the service relationship.
Photos and Service Documentation: Photographs may be submitted or taken when reasonably necessary to document property conditions, verify completion of services, address service concerns, support quality assurance, document damage or pre-existing conditions, or resolve disputes. Service-related photographs will not be used publicly for advertising or promotional purposes without appropriate permission.
Right to Refuse or Discontinue Service: Universal Pro Solution may reasonably refuse, suspend, modify, or discontinue service due to circumstances including unsafe or hazardous conditions, aggressive or unsecured animals, threatening, abusive, harassing, or inappropriate behavior, illegal activity, fraud, nonpayment, repeated access problems, materially inaccurate booking information, unavailable required utilities, requests outside the services offered, or other legitimate safety or business concerns.
13. Liability, Third-Party Systems & Changes
Third-Party Services: Certain aspects of our business rely on third-party service providers for functions such as payment processing, communications, scheduling, website functionality, data storage, or business operations. Universal Pro Solution is not responsible for interruptions or failures caused solely by third-party systems outside our reasonable control.
Limitation of Liability: To the extent permitted by applicable law, Universal Pro Solution will not be responsible for indirect, incidental, special, or consequential damages arising from use of our website or services. Nothing in these Terms is intended to exclude liability that cannot legally be excluded.
Events Outside Our Control: Universal Pro Solution is not responsible for delays or inability to perform services caused by circumstances reasonably outside our control, including severe weather, emergencies, road closures, utility failures, natural disasters, government actions, service provider emergencies, or significant technology outages.
Changes to Services, Pricing or Terms: Universal Pro Solution may update services, pricing, policies, or these Terms & Conditions from time to time. Changes will generally apply to future services unless otherwise required by law. The most current version will be posted on our website.
14. Independent Service Provider / Cleaning Partner Disclaimer
Universal Pro Solution may work with independent contractors, subcontractors, independent service providers, and independently operated service businesses to fulfill customer service requests.
Submission of an application does not guarantee approval, assignment of work, minimum hours, minimum earnings, minimum job volume, exclusive opportunities, or continued engagement. All applications are subject to review and verification.
Applicants may be required to provide business information, contact information, tax documentation, proof of insurance, identification, service-area capabilities, and experience. Approved service providers may be required to enter into a separate written agreement governing service standards, job acceptance, payment, insurance, conduct, and safety.
Service providers are responsible for complying with applicable tax, licensing, insurance, and business-registration requirements. Submission of an application does not create an employment relationship, partnership, joint venture, or franchise.