1. Services & Scope of Work

1.1 We provide residential and commercial cleaning services as described in your approved quote or booking
confirmation. The quote defines the scope of work. Any tasks outside that scope must be requested through our office
and approved in writing before work begins.

1.2 Upon arrival, our team will conduct a brief walk-through of the property. If the property condition or size materially
differs from the information provided at booking (e.g., a standard cleaning that is actually a move-out or
post-construction condition), we reserve the right to revise the quote and pricing and resubmit it for your approval before proceeding.

1.3 If high or hard-to-reach areas require a ladder, this must be disclosed at booking. For safety, our staff will not
climb higher than a 10-step ladder; extended-reach tools will be used where possible.

1.4 Trash removal is included only when a trash bin is available at or in front of the property.

1.5 Trust Elite Cleaning Solutions is a professional cleaning service that is licensed, bonded, and insured.

2. Pricing

2.1 Fixed-rate pricing. All services are quoted at a fixed (flat) rate in advance, based on the service type, property
size, number of rooms and bathrooms, and property condition described at booking. Your approved quote is the price you pay — there are no hourly charges and no surprise add-ons.

2.2 Quote adjustments. Because the fixed rate is based on the information you provide, the quote may be revised —always with your review and approval before work begins or continues — if:

(a) inaccurate or incomplete information was provided at booking;

(b) the type of service changes on the day of the visit (e.g., standard to deep or move-out
cleaning); or

(c) the property requires substantially more work than described. If you decline the revised quote, the
visit may be cancelled subject to the cancellation fee in Section 5.

2.3 Appliances and add-ons. Quotes that include fridge or oven cleaning cover one (1) standard fridge and one (1) single oven. Additional or oversized appliances, additional kitchens, and other add-ons are charged separately per item and must be approved before work begins.

2.4 Recurring service pricing. Discounted recurring rates (weekly, bi-weekly, or monthly) depend on maintaining
the agreed frequency. If a recurring visit is skipped or the interval between visits is extended, the next visit may
require additional work and may be re-quoted at the applicable rate (e.g., a deep-clean rate) before service.

2.5 Price changes. Rates for recurring customers may be adjusted with at least thirty (30) days’ written notice.
Published rates, promotions, and discounts are subject to change and are confirmed by our office at booking.

2.6 Estimated duration. Any duration mentioned in a quote is an estimate provided for planning purposes only and does not affect the fixed price of the service.

3. Payments

3.1 Upon quote approval, we ask customers to keep a valid card on file through our secure payment system; a
temporary $1 authorization hold may be placed to verify the card. If you prefer not to store billing information, we may still schedule the visit, and full payment is due immediately upon completion of the service.

3.2 We accept credit/debit cards, Zelle, cash, and checks. Please make checks and Zelle payments payable to Trust
Elite Cleaning Solutions.

3.3 Invoices are issued after each visit and are due within 24 hours of completion. Balances unpaid after seven (7)
days are subject to a late fee of $15 or 1.5% per month, whichever is greater, plus any collection costs. Recurring
service may be paused while a balance remains outstanding.

3.4 No additional charges will ever be applied without your prior approval.

3.5 Refund requests must be submitted to our office at (818) 600-6241 or info@trustelitecleaningsolutions.com.
Chargebacks or disputes filed by mistake are subject to a $25 processing fee per disputed invoice, reflecting our
administrative cost of responding to the dispute; this fee is never added to the disputed transaction itself. Returned checks incur a $35 fee.

4. Scheduling, Access & Arrival

4.1 Arrival times include a one (1) hour window to allow for traffic, weather, and prior-job overruns. Arrival and
completion times are estimates, not guarantees.

4.2 If keys or access credentials must be collected from a location other than the service address (or more than a
ten-minute walk away), or must be collected before the service date, an additional charge applies. Keys provided to our team must open all locks without special effort or tools. We recommend a lockbox or door code for recurring customers.

4.3 Keys and access codes are stored securely and never labeled with your address. If a key in our possession is
lost, our liability is limited to the cost of re-keying the affected locks.

4.4 If your presence is required for access and you are more than thirty (30) minutes late, a late-access charge may apply.

4.5 Please secure or remove cash, jewelry, firearms, and other valuables before the visit. The property must have
working electricity, running water, and a safe working temperature (functioning heating/cooling), and be reasonably free of clutter.

4.6 Alarms. If the property has an alarm system, please provide disarming instructions or disarm it before our arrival. We are not responsible for alarm-company or municipal fees caused by missing or incorrect alarm instructions

5. Cancellations & Rescheduling

5.1 Cancellations or rescheduling must be requested at least 48 hours before the scheduled visit. Late changes are subject to a $35 rescheduling fee or a $50 cancellation fee.

5.2 A property that lacks electricity or water, is unsafe to work in, has unsecured pets, or is excessively cluttered maybe deemed “not ready for service” and rescheduled or cancelled with the applicable fee.

5.3 The cancellation fee also applies if:

• Our team arrives and cannot access the property through no fault of the Company;
• You cancel the service upon or after the team’s arrival on site;
• You decline a revised quote required under Section 2.2; or
• The visit is cancelled due to incorrect information provided at booking

5.4 Fees are automatically waived for natural disasters and severe weather events (hurricanes, tropical storms,
tornadoes, wildfires, floods).

5.5 Deposits and booking fees are non-refundable.

5.6 The Company may reschedule or cancel a visit due to illness, accident, or other emergencies affecting the
assigned team, and will notify you as early as possible. Visits falling on major holidays will be rescheduled by mutual agreement.

5.7 Illness in the home. If anyone at the property has a contagious illness (e.g., flu, COVID-19), please notify us and reschedule; late fees are waived in this case. We reserve the same right to reschedule to protect our staff and other customers.

6. 100% Satisfaction Guarantee

6.1 If you are not satisfied with any area of the cleaning, report it to our office within 24 hours of completion, with
supporting photos or videos where possible. We will return to re-clean the affected areas at no additional cost.

6.2 The guarantee is fulfilled through a redo visit; we do not offer cash refunds or discounts in place of a redo. The property must be made available for the redo within 48 hours of the original visit.

6.3 The guarantee does not apply to areas excluded from the approved scope, tasks listed under Service Limitations (Section 10), or pre-existing damage and staining that cannot be corrected with industry-standard methods.

7. Supplies, Equipment & Product Requests

7.1 We supply all professional cleaning products and equipment at no extra cost. Our products are selected for safety and effectiveness on common household surfaces.

7.2 If you request that we use your own products or equipment, we will gladly do so, but the Company is not
responsible for the results or for any damage caused by customer-supplied products or equipment, and the
Satisfaction Guarantee will not apply to surfaces cleaned with them.

7.3 Please inform us at booking of any delicate or specialty surfaces (natural stone, unsealed wood, brass, marble,
etc.) that require special treatment, and of any allergies or product sensitivities in the household.

8. Pets

8.1 We love pets, but for the safety of our team and your animals, pets should be secured or placed in a safe area
during the visit. Our staff are instructed not to open doors or gates for pets and cannot be responsible for pets
escaping during service.

8.2 Our team does not clean up animal waste, litter boxes, or cages (see Section 10). Excessive pet hair beyond
what was described at booking may require a quote revision under Section 2.2.

9. Damage, Loss & Insurance Claims

9.1 We take great care in your home or facility. In the rare event of accidental damage caused by our team, we carry general liability insurance. Repair or replacement will always be attempted in good faith but is not guaranteed in every circumstance.

9.2 Any damaged or missing item must be reported to our office within 48 hours of the completed visit, with
supporting evidence (such as before photos or videos). Claims reported after 48 hours cannot be accepted.

9.3 We are not responsible for damage resulting from faulty or improper installation, lack of maintenance, or normal wear and tear, including items that were already loose, cracked, or unstable (e.g., loose towel bars, improperly hung frames or mirrors, worn blinds).

9.4 Items of high monetary or sentimental value (heirlooms, collectibles, antiques, art) should be disclosed at booking or secured before the visit; we are happy to skip these items entirely upon request.

10. Service Limitations

For the safety of our team and the protection of your property, we do not:

• Clean biohazard environments, including human or animal waste, blood, mold remediation, hoarding conditions,
  or properties requiring pest control, and we do not empty or clean litter boxes;
• Move furniture or items heavier than 40 lbs (we will gladly clean beneath or behind furniture you move for us);
• Climb higher than a 10-step ladder or work on roofs and exterior high areas;
• Handle firearms, medications, or hazardous chemicals;
• Provide industrial cleaning, professional grout restoration, carpet shampooing/extraction, or other specialty work
  outside our stated scope.
  10.1 Parking fees, congestion charges, or parking penalties resulting from customer misinformation are the
  responsibility of the Customer.

11. Safe & Respectful Work Environment

Our team members have the right to work in a safe and respectful environment. We reserve the right to stop the
service and leave the premises — with the full service fee still due — if staff encounter threatening, abusive, or
inappropriate behavior; sexual harassment; unsafe structural or sanitary conditions; aggressive unsecured animals; or illegal activity on the premises.

12. Release of Liability

To the maximum extent permitted by law, Trust Elite Cleaning Solutions will not be liable for damages, expenses,
losses, delays, or costs (direct, indirect, or consequential) arising from or connected with:

• Failure to provide services due to factors beyond our control, including inability to access the premises, severe
  weather, or lack of electricity, water, or adequate lighting;
• Pre-existing damage such as spills, burns, or stains that cannot be removed using industry-standard cleaning
  methods;
• Estimated arrival or completion times, including any costs you incur from delays;
• Third parties present at or entering the premises during the visit — our cleaners cannot grant property access to
  any third party;
• Loss of cash or valuables that were not secured or removed before the visit (see Section 4.5).

13. Non-Solicitation of Staff

Our team members are the heart of our business, and we invest significantly in their recruitment, vetting, and training. During the service relationship and for twelve (12) months after your last completed visit, you agree not to directly hire, contract, or solicit any Company cleaner or staff member for cleaning services outside of the Company. A placement fee of $1,500 applies to any breach of this section, reflecting our reasonable, good-faith estimate of the recruiting, vetting, and training costs required to replace the affected staff member — this fee is not intended as a penalty.

14. Photos, Feedback & Communication

14.1 Our team may take before-and-after photos of work areas for quality control, training, and claims documentation. Photos never include people, personal documents, or identifying information, and are not used in marketing without your separate written consent.

14.2 A brief survey is sent by email after each visit, and you may always call or message our office directly. By
booking, you consent to receive service-related communications (confirmations, reminders, invoices) by phone,
email, or text; you may opt out of marketing messages at any time.

14.3 Privacy. Your personal and payment information is used only to schedule, perform, and bill for services, and is never sold to third parties. California residents have additional rights under the California Consumer Privacy Act
(CCPA/CPRA), including the right to know what personal information we hold, to request its deletion, and to opt out of any sale or sharing of personal information. To exercise these rights, contact us using the information in Section 16.

15. General Provisions

15.1 Changes to these Terms. We may update these Terms from time to time. The version in effect on the date of
your booking or quote approval governs that service. Continued use of our services after an update constitutes
acceptance of the revised Terms.

15.2 Force majeure. Neither party is liable for failure to perform due to events beyond reasonable control, including natural disasters, epidemics, government orders, or utility failures.

15.3 Severability. If any provision of these Terms is found unenforceable, the remaining provisions remain in full
force and effect.

15.4 No waiver. Our failure to enforce any provision of these Terms is not a waiver of our right to enforce it later.

15.5 Entire agreement. These Terms, together with your approved quote or booking confirmation, constitute the
entire agreement between you and the Company regarding the services.

15.6 Governing law. These Terms are governed by the laws of the State of California, without regard to
conflict-of-law principles. Any dispute shall be resolved in the courts of Los Angeles County, California.

16. Contact Us

If you have questions about these Terms and Conditions, please contact us:

• Phone: (818) 600-6241
• Email: info@trustelitecleaningsolutions.com
• Website: trustelitecleaningsolutions.com
• Address: 400 Corporate Pointe, Suite 300, Culver City, CA 90230
  By approving a quote or booking a service with Trust Elite Cleaning Solutions, you acknowledge that you have read,
  understood, and agree to these Terms and Conditions.