Service Policy

Service Policy

Effective Date: July 28, 2026

Austin Luxe Clean LLC ("Austin Luxe Clean," "we," "us," or "our") provides professional residential cleaning with dependable communication, thoughtful care, and clear expectations.

This Service Policy explains the scope of our cleaning services, our 24-Hour Satisfaction Guarantee, customer responsibilities, and important service limitations.

Relationship to Our Other Policies

This Service Policy supplements our Terms and Conditions and Privacy Policy.

Our Terms and Conditions govern bookings, payments, recurring services, cancellations, refunds, website use, and other contractual matters.

Our Privacy Policy governs how we collect, use, store, and disclose personal information.

This Service Policy explains how our cleaning services are performed, what may or may not be included, and how service concerns are handled.

If this Service Policy conflicts with the Terms and Conditions or Privacy Policy, the Terms and Conditions or Privacy Policy will control, as applicable.

Services We Offer

Austin Luxe Clean offers one-time and recurring residential cleaning services. Available service types may include:

Standard home cleaning

Deep cleaning

Move-in cleaning

Move-out cleaning

Weekly recurring cleaning

Every-other-week recurring cleaning

Every-four-week recurring cleaning

Optional add-on services displayed during booking

Service availability depends on the property location, property condition, scheduling requirements, and provider availability.

We serve approved ZIP codes within North Austin, Cedar Park, Leander, Round Rock, and surrounding areas accepted through our booking system.

Your Selected Service

Each appointment includes only the service, frequency, and add-ons selected during booking.

The booking confirmation and the cleaning checklist associated with the selected service establish the expected scope of the appointment. A task is not included merely because it is available under another service or offered as a separate add-on.

Customers should review their booking confirmation before the appointment and contact us with any questions about what is included.

Our Service Standards

Customers can expect:

Professional and respectful conduct

Dependable communication regarding the appointment

Reasonable care for the home and its belongings

Attention to the areas included in the selected service

Professional cleaning products and equipment

Notice before we perform additional work that would materially increase the agreed price

Residential cleaning improves the appearance and condition of a home but cannot correct all damage, staining, discoloration, or deterioration.

Results may be limited by permanent stains, hard-water deposits, mineral buildup, rust, mold, worn finishes, damaged materials, deteriorated grout or caulking, improper installation, or other conditions that ordinary residential cleaning cannot safely correct.

24-Hour Satisfaction Guarantee

Your satisfaction matters to us. If an area included in your scheduled cleaning does not meet our service standards, notify Austin Luxe Clean within 24 hours after the appointment is completed.

After reviewing an eligible concern, we will return to re-clean the affected area at no additional charge.

How to Report a Concern

Contact us within 24 hours of service completion:

Phone: (512) 645-2701

Email: [email protected]

Please identify the specific room, surface, or task that did not meet expectations. We may request photographs so we can understand and document the concern.

Any personal information or photographs submitted in connection with a service concern will be handled according to our Privacy Policy.

Eligibility Requirements

To qualify for a complimentary re-clean:

The concern must be reported within 24 hours of service completion.

The affected area or task must have been included in the original booking.

The area must have been safe and reasonably accessible during the appointment.

The customer must identify the specific concern.

Photographs must be provided when reasonably requested.

The property's condition must not have materially changed after our team departed.

Austin Luxe Clean must be given a reasonable opportunity to inspect and correct the concern.

Guarantee Limitations

The guarantee does not cover:

Services or add-ons that were not purchased

Areas the customer asked us to skip

Areas that were inaccessible, excessively cluttered, or unsafe

Permanent stains, damage, deterioration, wear, or discoloration

Conditions requiring specialized cleaning or remediation

Newly created dirt, spills, debris, odors, or damage

Areas changed by residents, guests, pets, contractors, movers, or another service provider after the cleaning

Results limited by unavailable water, electricity, climate control, or safe access

A property whose size or condition materially differed from the information supplied during booking

The remedy under this guarantee is a complimentary re-clean of the eligible area. Consistent with our Terms and Conditions, completed services are not refundable. The guarantee does not automatically provide a refund, credit, or discount.

This guarantee does not limit rights that cannot legally be excluded.

Services We Do Not Offer

Unless expressly displayed during booking or approved by Austin Luxe Clean in writing, we do not provide:

Mold, asbestos, sewage, or biohazard remediation

Cleaning of blood, bodily fluids, needles, medical waste, or other hazardous materials

Cleanup involving excessive human or animal waste

Active pest- or infestation-related cleaning

Crime-scene or trauma cleanup

Hoarding cleanup or service in severely cluttered or unsafe conditions

Post-construction or restoration cleaning

Pressure washing

Gutter, roof, or exterior building cleaning

High-access or exterior window cleaning

Professional carpet or upholstery steam cleaning

Moving excessively heavy furniture or appliances

Work requiring extension ladders, dangerous heights, or specialized licensing

Handling firearms, illegal substances, or unidentified chemicals

Childcare, eldercare, pet care, or medication handling

Laundry, dishes, organization, and cleaning inside ovens, refrigerators, cabinets, or windows are not automatically included. These tasks will be performed only when they are offered and selected as add-ons or approved in advance.

Estimates and Property Condition

Pricing is based on the information provided during booking, which may include:

The size and type of property

The number of bedrooms and bathrooms

The selected cleaning service

The home's overall condition

Pets in the home

The requested service frequency

Selected add-ons

If the property is materially larger, more heavily soiled, more cluttered, or otherwise different from the information provided, Austin Luxe Clean may:

Recommend additional time or services

Propose an adjusted price

Prioritize specific areas within the available appointment time

Reschedule the property for a more appropriate service

Decline work that cannot be completed safely

We will request the customer's approval before performing additional work that materially increases the agreed price.

Preparing for Your Cleaning

To help us provide the best possible service, customers should:

Remove excessive clutter from floors and surfaces

Secure cash, jewelry, medications, important documents, and valuables

Identify fragile, damaged, loose, or unusually delicate items

Inform us about specialty surfaces or manufacturer-specific care instructions

Communicate product allergies or sensitivities before the appointment

Provide safe access to every area included in the booking

Ensure that working water, electricity, and reasonable indoor climate control are available

General organization and decluttering are not included unless arranged in advance. When belongings prevent access to a surface or area, our cleaning professionals may clean around the items or skip the affected area.

Property Access

Customers are responsible for providing safe and timely access through an entry code, lockbox, key, garage, gate, or authorized person at the property.

Austin Luxe Clean is not responsible for delays or incomplete service caused by incorrect access instructions, malfunctioning locks, inaccessible gates, or entry information that was not provided in time.

If we cannot access the property, the appointment will be handled according to the cancellation and rescheduling provisions in our Terms and Conditions.

Pets

We are happy to provide service in homes with pets.

Customers must secure pets that are aggressive, anxious, likely to escape, or likely to interfere with the cleaning. Our cleaning professionals may decline to enter an area containing an unsecured animal that presents a safety concern.

Austin Luxe Clean is not responsible for a pet escaping when the customer did not properly secure the animal.

Cleaning Products and Special Surfaces

Austin Luxe Clean uses professional cleaning products intended for ordinary residential surfaces.

Customers must notify us before service about:

Allergies or product sensitivities

Natural stone or specialty flooring

Unsealed, refinished, antique, or delicate surfaces

Manufacturer-specific care requirements

Items that should not be cleaned or moved

Requests to use customer-provided products must be approved before the appointment. We may decline to use a product that is unlabeled, unsafe, unsuitable, or incompatible with the requested surface or our equipment.

Fragile Items and Existing Damage

Customers should securely store valuable or highly fragile belongings and disclose loose fixtures, unstable furniture, delicate materials, or existing damage before service.

Austin Luxe Clean is not responsible for normal wear, pre-existing damage, improper installation, unstable items, deteriorated materials, or damage that becomes apparent during ordinary cleaning.

Any concern involving possible property damage should be reported within 24 hours so it can be documented and reviewed promptly. Reporting a concern does not by itself establish responsibility.

Safety and Right to Decline Service

Austin Luxe Clean may decline, pause, or discontinue service when unsafe or inappropriate conditions are present, including:

Unsecured weapons

Illegal substances

Aggressive animals

Threatening, abusive, discriminatory, or sexually inappropriate conduct

Excessive heat without working climate control

Unsafe electrical equipment, fixtures, stairs, furniture, or flooring

Hazardous chemicals or materials

Conditions requiring specialized remediation

Any other unreasonable health, safety, or property risk

If only one part of the property is unsafe, we may skip that area and complete the remainder of the eligible service when practical.

Recurring Services

Recurring services automatically renew and continue until canceled according to our Terms and Conditions.

Recurring pricing assumes the selected service frequency is maintained. When appointments are repeatedly skipped, paused, or delayed, additional buildup may require more time, an adjusted price, or a different service level.

We value consistency but cannot guarantee that the same cleaning professional or team will complete every recurring appointment.

Cancellations and Rescheduling

Cancellation and rescheduling requests are governed by our Terms and Conditions.

We do not charge a cancellation or rescheduling fee when we receive at least 24 business hours' notice before the scheduled appointment.

For this policy, business hours are Monday through Friday from 7:00 a.m. to 11:00 p.m. Central Time, excluding federal holidays. A cancellation or rescheduling notice received outside those hours will be treated as received at 7:00 a.m. Central Time on the next business day.

To cancel or reschedule, call (512) 645-2701.

Requests received with less notice, denied access, or lockouts will be handled according to the Terms and Conditions and any applicable terms disclosed during booking.

Arrival Windows and Schedule Changes

Appointment times may be provided as arrival windows rather than guaranteed arrival times.

Traffic, weather, staffing, or an earlier appointment requiring unexpected attention may occasionally affect our schedule. We will communicate significant delays or changes as soon as reasonably possible.

Payment and Refunds

Payment is due in full upon completion of the service, as stated in our Terms and Conditions.

By providing payment information, the customer authorizes Austin Luxe Clean and its payment processor to charge the amount due for the completed service and any additional work approved by the customer.

Completed services are not refundable. Eligible cleaning-quality concerns are addressed through the 24-Hour Satisfaction Guarantee and its complimentary re-clean remedy.

If Austin Luxe Clean cancels an appointment after payment has already been processed, any refund will be handled according to the Terms and Conditions.

Respectful Service Environment

We treat our customers professionally and respectfully, and we expect the same treatment for our cleaning professionals.

Austin Luxe Clean may end or decline an appointment because of threatening, abusive, discriminatory, sexually inappropriate, illegal, or otherwise unsafe conduct.

Policy Updates and Acceptance

Austin Luxe Clean may update this Service Policy to reflect changes to our services and operations. The version in effect on the appointment date will apply to that service.

By booking or receiving cleaning services from Austin Luxe Clean, the customer acknowledges this Service Policy and agrees to the controlling Terms and Conditions and Privacy Policy.

Contact Us

If you have questions about this Service Policy, contact us:

Phone: (512) 645-2701

Email: [email protected]

Address: 4301 Grand Avenue Pkwy, Austin, TX 78728

Booking: https://austinluxeclean.com/book