Terms of Service
Effective Date: August 31, 2026
These Terms of Service (“Terms”) govern the cleaning services provided by Palm & Home Property Management LLC, doing business as Palm & Home (“Palm & Home,” “we,” “us,” or “our”).
By requesting, scheduling, approving, or receiving services from Palm & Home, you (“Customer,” “you,” or “your”) agree to these Terms.
These Terms are intended to establish clear expectations regarding scheduling, cleaning services, payment, property access, cancellations, customer responsibilities, and our satisfaction guarantee.
1. Our Services
Palm & Home provides residential and commercial cleaning services, including cleaning services for homes, vacation rentals, short-term rental properties, and other properties within our service area.
The specific services provided will depend on the service requested and the scope of work agreed upon between Palm & Home and the Customer.
Not every service has a fixed price. Certain properties or cleaning requests may require a customized quote based on factors including, but not limited to:
Property size
Property condition
Cleaning frequency
Type of cleaning requested
Number of rooms or areas
Level of buildup or cleaning required
Special requests
Vacation-rental turnover requirements
Additional services requested
A customized quote will be communicated to the Customer before the applicable service is performed.
2. Booking and Confirmation
Customers may submit cleaning inquiries through Palm & Home's online booking system.
Submitting an inquiry or requested appointment time does not guarantee that the appointment has been accepted or confirmed.
Palm & Home reviews each inquiry and may:
Accept the requested service;
Contact the Customer to clarify or modify the requested service;
Provide a customized quote;
Propose a different date or time; or
Decline the requested service.
A cleaning appointment is considered confirmed only after Palm & Home has reviewed and accepted the request and communicated confirmation to the Customer.
Palm & Home reserves the right to decline requests that fall outside our service area, capabilities, schedule, or operating policies.
3. Quotes and Pricing
Quotes are based on the information provided by the Customer and the expected scope and condition of the property.
If the actual condition of a property differs materially from the information provided when the service was booked, Palm & Home may:
Adjust the scope of work;
Request additional payment for additional work;
Provide a revised quote before continuing;
Reschedule the service; or
Decline to perform portions of the requested service.
Palm & Home will make reasonable efforts to communicate any significant changes in pricing or scope before performing additional work.
4. Payment
Payment is due after the cleaning service has been completed, unless otherwise agreed upon in writing.
Palm & Home accepts payment through methods including:
Credit or debit card through Jobber;
Cash;
Check;
Venmo; and
Zelle.
Customers who choose to pay by cash, check, Venmo, or Zelle are not required to maintain a credit or debit card on file.
Customers are responsible for paying the agreed amount for completed services.
If a payment is declined, returned, disputed, or otherwise not successfully completed, the Customer remains responsible for the outstanding balance.
Palm & Home reserves the right to require payment of outstanding balances before accepting future appointments.
5. Cancellations and Rescheduling
Palm & Home understands that plans can change. We ask customers to provide as much notice as reasonably possible.
Cancellations or Rescheduling 48+ Hours Before Service
Customers may cancel or reschedule a confirmed appointment at least 48 hours before the scheduled service without a cancellation fee.
Cancellations Less Than 48 Hours Before Service
A cancellation or rescheduling request made less than 48 hours before the scheduled service may be subject to a cancellation fee.
Same-Day Cancellations and No-Shows
Same-day cancellations, failure to provide required property access, or situations in which Palm & Home arrives for a confirmed appointment but cannot reasonably perform the service may be treated as a cancellation or no-show.
A fee may apply, potentially up to the full scheduled service amount, depending on the circumstances.
Palm & Home may waive or reduce a cancellation fee at its discretion, including when circumstances involve an emergency or other reasonable situation.
Vacation-rental, commercial, recurring, or other specialized accounts may be subject to additional cancellation terms agreed upon with the Customer.
6. Property Access
Customers are responsible for providing Palm & Home with safe and lawful access to the property at the scheduled service time.
Access may be provided through:
Customer or authorized person being present;
Key;
Lockbox;
Door code;
Garage code; or
Another access method agreed upon with Palm & Home.
If Palm & Home is unable to access the property because the Customer failed to provide access, provided an incorrect access method, changed an access code without notifying Palm & Home, or otherwise prevented entry, the appointment may be treated as a cancellation or no-show and the applicable fee may apply.
With the Customer's permission, Palm & Home may retain keys, access codes, or other access information for recurring services.
Customers are responsible for notifying Palm & Home promptly of any changes to keys, codes, alarms, or other access procedures.
Palm & Home will take reasonable measures to protect keys and access information and will use such information only for authorized business purposes.
7. Customer Responsibilities
Customers are responsible for:
Providing accurate information about the property and requested services;
Providing safe and lawful access;
Communicating special instructions before service;
Securing valuables and sensitive personal property;
Informing Palm & Home of fragile, delicate, or unusually valuable items;
Identifying known hazards or conditions that could affect cleaning;
Properly securing pets and animals;
Removing or securing personal items that may interfere with cleaning; and
Providing any information reasonably necessary for Palm & Home to safely and effectively perform the requested service.
Failure to disclose relevant property conditions may result in additional charges, modification of the service, rescheduling, or refusal of service.
8. Pets and Animals
Pets do not need to leave the property while cleaning services are being performed.
However, the Customer is responsible for properly securing and controlling pets and other animals.
Animals must not create an unsafe or unreasonable working environment for Palm & Home personnel.
If an animal presents a safety risk, Palm & Home may pause, modify, reschedule, or refuse service.
Customers are responsible for damage, injury, escape, or disruption caused by an unsecured animal to the extent permitted by applicable law.
9. Personal Property and Valuables
Customers should secure or remove cash, jewelry, collectibles, important documents, medications, firearms, and other valuables before cleaning services are performed.
Palm & Home is not responsible for loss or damage to valuables or personal property that was not properly secured or disclosed, except to the extent responsibility is imposed on Palm & Home by applicable law.
Customers should notify Palm & Home before service about fragile, delicate, unusually valuable, or specialty items requiring special handling.
Palm & Home may decline to clean an item when appropriate cleaning methods cannot be safely determined.
10. Existing Damage and Pre-Existing Conditions
Customers are responsible for informing Palm & Home of known pre-existing damage or conditions that could affect cleaning.
Palm & Home is not responsible for:
Pre-existing damage;
Normal wear and tear;
Deteriorated surfaces or materials;
Improperly installed or secured items;
Defective fixtures or equipment;
Damage caused by conditions that were not reasonably apparent before cleaning; or
Damage caused by circumstances outside Palm & Home's reasonable control.
If Palm & Home discovers existing damage or a potentially problematic condition during service, we may document or communicate the condition to the Customer when reasonably possible.
11. Scope of Cleaning Services
Cleaning services are limited to the scope agreed upon before the appointment.
A standard cleaning does not automatically include every possible cleaning task or condition within a property.
Additional work may include, but is not limited to:
Heavy buildup removal;
Excessive clutter requiring additional preparation;
Specialty cleaning;
Move-in or move-out cleaning;
Construction or post-renovation cleaning;
Interior appliance cleaning;
Interior windows;
High-detail cleaning;
Excessive pet-related cleaning; or
Other services requiring substantially more time, labor, equipment, or specialized procedures.
Additional work may require a separate quote and Customer approval.
Palm & Home does not guarantee that every stain, odor, buildup, discoloration, or existing condition can be completely removed.
12. Hazardous or Unsafe Conditions
For the safety of our team and customers, Palm & Home may refuse, pause, modify, or discontinue services when conditions present an unreasonable safety or health risk.
Examples may include:
Biohazards;
Bodily fluids;
Hazardous chemicals or materials;
Severe pest infestations;
Unsafe structural conditions;
Extreme clutter or hoarding conditions;
Aggressive or uncontrolled animals;
Illegal activity;
Threatening, abusive, or harassing behavior;
Unsafe working conditions; or
Other conditions that Palm & Home reasonably believes present a significant risk.
When practical, Palm & Home may offer to discuss alternative arrangements or provide a separate quote for appropriate services.
13. Right to Refuse or Discontinue Service
Palm & Home reserves the right to refuse, pause, reschedule, or discontinue a service when reasonably necessary, including when:
The requested service is outside our capabilities;
Property conditions materially differ from what was represented;
Safe access cannot be provided;
The property presents an unreasonable safety risk;
A customer or other individual engages in threatening, abusive, discriminatory, or harassing behavior;
An animal creates a safety concern;
Required payment remains outstanding; or
Other circumstances make the requested service unreasonable or unsafe.
When reasonably possible, Palm & Home will communicate the reason for discontinuing or declining service.
14. 100% Satisfaction Guarantee
If We Missed Something, We'll Make It Right.
Palm & Home stands behind the quality of our cleaning services.
If you are not completely satisfied with your cleaning service, contact Palm & Home within 48 hours of the completed service and tell us what we missed.
When the concern relates to a cleaning task that was included in the original agreed scope of service, Palm & Home will work with you to address the concern and, when appropriate, return and correct the issue at no additional charge.
Our satisfaction guarantee is intended to make sure that:
If we missed something, we'll make it right.
The satisfaction guarantee does not apply to:
New messes, spills, or conditions occurring after the cleaning;
Areas or services not included in the original scope of work;
Conditions that were not reasonably cleanable using ordinary cleaning methods;
Damage or conditions caused by someone or something after Palm & Home completed the service;
Changes to the property or its condition after service; or
Circumstances outside Palm & Home's reasonable control.
The Customer must provide Palm & Home a reasonable opportunity to inspect and correct an eligible concern before seeking another remedy.
The satisfaction guarantee is a correction guarantee, not an automatic refund policy. Palm & Home's first remedy for an eligible cleaning concern is to return and correct the issue.
If a Customer requests work outside the original scope, Palm & Home may provide a separate quote for the additional work.
15. Damage Caused During Service
Palm & Home will use reasonable care when performing cleaning services.
If a Customer believes an item or property has been damaged during service, the Customer should notify Palm & Home as soon as reasonably possible.
Palm & Home may request photographs, documentation, or an opportunity to inspect the alleged damage before determining an appropriate resolution.
When damage is determined to have been caused by Palm & Home's negligence or other conduct for which Palm & Home is legally responsible, Palm & Home will work with the Customer toward an appropriate resolution consistent with applicable law.
Palm & Home is not responsible for damage resulting from pre-existing conditions, normal wear and tear, defective or improperly installed items, or conditions outside Palm & Home's reasonable control.
16. Employees and Service Personnel
Palm & Home may perform services through its owners, employees, contractors, or other authorized service personnel.
Palm & Home is responsible for managing and coordinating the personnel it assigns to perform its services.
Customers agree to provide reasonable access and working conditions for authorized Palm & Home personnel.
17. Customer Conduct
Palm & Home is committed to providing a professional, respectful, and safe environment for both customers and service personnel.
Threatening, abusive, harassing, discriminatory, or inappropriate conduct toward Palm & Home personnel will not be tolerated.
Palm & Home may discontinue service and decline future services when customer conduct creates an unsafe or unreasonable working environment.
18. Communications
By providing Palm & Home with your telephone number or email address, you authorize Palm & Home to contact you regarding your requested or scheduled services.
Service-related communications may include:
Booking confirmations;
Appointment reminders;
Scheduling or rescheduling;
Arrival notifications;
Questions regarding the property;
Service updates;
Payment-related communications;
Follow-up regarding completed services; and
Responses to customer inquiries.
Some communications may be sent through third-party service providers, including Jobber.
Palm & Home currently uses customer communications primarily for service-related purposes and does not intend to use these communications for unrelated promotional marketing without appropriate consent.
19. Third-Party Services
Palm & Home may use third-party platforms and service providers to operate its business, including scheduling, customer management, payment processing, website hosting, communications, advertising, and other business functions.
These services may include Jobber, Squarespace, Google, Meta, Venmo, Zelle, and other providers.
Use of third-party services may be subject to the third party's own terms and privacy policies.
20. Website Use
Palm & Home's website is provided for general business and informational purposes.
We make reasonable efforts to provide accurate information but do not guarantee that all website content will always be complete, current, or error-free.
Palm & Home may update, modify, suspend, or discontinue portions of the website at any time.
21. Limitation of Liability
To the fullest extent permitted by applicable law, Palm & Home will not be responsible for indirect, incidental, special, consequential, or punitive damages arising from or related to services provided, except where such limitation is prohibited by law.
Nothing in these Terms is intended to exclude or limit liability that cannot legally be excluded or limited under applicable law.
Nothing in these Terms limits any rights or remedies that a Customer may have under applicable law.
22. Indemnification
To the extent permitted by applicable law, the Customer agrees to be responsible for claims, losses, damages, or expenses arising from the Customer's intentional misconduct, failure to disclose known hazards, unsafe conditions created by the Customer, or violation of these Terms, except to the extent caused by Palm & Home's negligence or other conduct for which Palm & Home is legally responsible.
23. Governing Law
These Terms shall be governed by and interpreted in accordance with the laws of the State of Florida, without regard to conflict-of-law principles.
Any dispute arising from these Terms or the services provided by Palm & Home shall be subject to applicable Florida law.
24. Changes to These Terms
Palm & Home may update these Terms from time to time as our business, services, policies, or legal requirements change.
The updated Terms will be posted on our website with a revised effective date.
Updated Terms will apply to services booked or provided after the effective date of the updated Terms, unless otherwise required by law.
25. Severability
If any provision of these Terms is determined to be invalid, unlawful, or unenforceable, the remaining provisions will remain in effect to the fullest extent permitted by law.
26. Entire Agreement
These Terms, together with any written service agreement, customized quote, or other written terms specifically agreed upon between Palm & Home and the Customer, constitute the agreement governing the applicable services.
If a written service agreement or customized quote contains terms that specifically conflict with these Terms, the specific written agreement will control for that service to the extent of the conflict.
27. Contact Us
If you have questions regarding these Terms or Palm & Home's services, please contact us:
Palm & Home Property Management LLC
Palm & Home
Email: info@palmandhomesolutions.com
Phone: (941) 270-4998
Serving Southwest Florida