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Fresh Air Charlotte LLC
Service & Booking Policies

I. Cancellation & Rescheduling

Your time and our team’s schedule are highly valued. To maintain our "White-Glove" standard, we require a minimum of 48 hours' notice for any cancellations or rescheduling requests.

  • Cancellations with less than 48 hours' notice: A fee of $50.00 or 50% of the estimated service value (whichever is greater) will be charged.

  • Same-day cancellations or Lock-outs: If our team arrives and cannot access the property, the full service amount will be billed to cover labor and logistics costs.

II. Service Quality Guarantee

At Fresh Air Charlotte, we strive for perfection. If you are not 100% satisfied with any area we have cleaned, please notify us within 24 hours.

  • We do not offer cash refunds. Instead, we will send a team back to re-clean the specific area at no additional cost to you.

III. Service Packages & Prepaid Plans

Purchasing a package offers a preferred rate for our loyal clients.

  • Commitment: Packages are non-refundable.

  • Early Termination: If a package is canceled before all sessions are used, the completed sessions will be re-invoiced at our standard "One-Time" rate. Any remaining balance will be issued as a Service Credit for future use, valid for 90 days. Service Credit can be transferred. 

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IV. Quotes & Final Pricing

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All online quotes are estimates based on the information provided (square footage and room count). Fresh Air Charlotte LLC reserves the right to adjust the final price if the property's condition or size differs significantly from the initial request. We will always communicate any adjustments before starting the work.

V. Safety, Liability & Property Protection

1. Pet Policy & Staff Safety

At Fresh Air Charlotte LLC, the safety of our team is a top priority.

  • Pet Responsibility: Clients are responsible for securing any pets that may be aggressive or anxious around strangers.

  • Liability: The client assumes full liability for any injuries to our staff caused by pets on the property. Fresh Air Charlotte LLC reserves the right to exit the premises and charge the full service fee if an unsecured or aggressive animal prevents us from working safely.

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2. Accidental Damage

We treat your home with "White-Glove" care. However, accidents can happen.

  • Insurance: Fresh Air Charlotte LLC is bonded and insured.

  • Reporting: Any damage caused by our staff must be reported within 24 hours of the service completion.

  • Exclusions: We are not liable for damage to items that were previously broken, improperly installed, or fragile antiques/heirlooms that were not disclosed before the service. We recommend securing high-value jewelry or collectibles prior to our arrival.

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3. Integrity

We take your security seriously and conduct rigorous background checks on every employee to ensure the highest integrity.

  • Security & Accountability: While we take extreme pride in the integrity of our team, we take all allegations of misconduct seriously. Should a suspicion of theft arise, a formal police report must be filed by the client to initiate a claim. We welcome and encourage the review of on-site security footage as a transparent means of gathering evidence. Fresh Air Charlotte LLC pledges full cooperation with official investigations.

  • Liability Limits: Compensation for any substantiated loss is subject to the specific terms and maximum coverage limits of our professional insurance policy.

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4. Safe Working Environment

Our staff is trained to work with precision and excellence.

  • Biohazards: We do not handle biohazards (blood, extreme hoarding, or extreme animal waste). If such conditions are met, the service may be canceled, and a cancellation fee will apply.

  • Equipment Safety: For the safety of our employees, we do not move heavy furniture (over 35 lbs) or use ladders higher than 3 steps.

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