Terms of Service

Services & Booking Information

Fress provides residential cleaning, commercial cleaning, janitorial services, deep cleaning, move-in and move-out cleaning, post-construction cleaning, severe-clutter and specialty cleaning, organization, property-maintenance support and related services.

Services included in an appointment are limited to the confirmed booking, applicable service description, written proposal or approved scope of work, together with any properly authorized changes.

Accurate Booking Information

Clients are responsible for providing information reasonably necessary for Fress to price, schedule, staff and safely perform the requested service.

This may include:

• property type, size and approximate square footage;
• number of rooms, bedrooms, bathrooms or work areas;
• property layout and number of floors;
• current property condition;
• heavy soil, buildup, clutter or debris;
• pet-related conditions;
• terraces, balconies or exterior areas;
• appliance interiors and requested extras;
• construction or renovation conditions;
• building and access requirements; and
• known unusual, hazardous or specialty conditions.

Staffing

Fress determines appropriate staffing based on the booked service, property, scope, scheduling, safety and operational requirements. Unless expressly agreed otherwise in writing, a reservation does not guarantee a particular number of service professionals.

Recurring Service Consistency

For recurring service, Fress makes reasonable efforts to assign the same service professional or team whenever possible to support consistency and familiarity with the property.

Occasional substitutions may be necessary because of illness, vacation, scheduling or other availability circumstances. When necessary, Fress may assign another qualified service professional so that scheduled service can continue.

Service Levels, Scope & Property Condition

Fress offers different service levels for different property conditions and project needs.

A Standard Cleaning is primarily intended for routine maintenance of a reasonably maintained property.

Properties requiring substantial removal of accumulated grease, soap residue, dust, heavy soil, extensive pet hair, significant detailing, clutter, debris or restoration-level work may require a Deep Cleaning, Intensive Cleaning, Severe-Clutter Cleaning, Specialty Cleaning or customized project scope.

Selecting a lower service category does not require Fress to perform a materially higher service level at the lower price.

If the actual property, size, condition or requested work materially differs from the information provided at booking, Fress may recommend a different service level, revise the scope or price, prioritize work within the existing booking, reschedule affected work or provide another appropriate service option.

Appointment Changes, Add-Ons & Pricing

Clients may request available add-on services or appointment changes through their Fress account or by contacting Fress administration.

Our Service Professionals

Fress service professionals are there to perform the authorized service. Field personnel are not authorized to negotiate pricing, offer discounts, modify payment terms, or make or accept scheduling changes on behalf of Fress.

Clients may communicate cleaning priorities and reasonable instructions concerning the authorized scope directly to their service professional. Changes affecting price, scheduling or material scope should be handled through the Client's account or Fress administration.

Additional Work

Services requested after booking may result in additional charges. Material changes to the scope or price require authorization before the additional work is performed.

Walkthroughs & Estimates

Fress may conduct a brief walkthrough before beginning service to confirm property condition, priorities, access, specialty surfaces and the booked scope.

Additional review may be appropriate for larger properties, commercial locations, specialty projects, post-construction work, severe-clutter environments, complex finishes or projects priced primarily from photographs or descriptions.

For large, complex, specialty or customized projects, online pricing or preliminary quotations may constitute an estimate rather than a final project price.

If material conditions differ from the information used to prepare an estimate, Fress may provide a revised scope or price before proceeding with affected work.

Payments & Authorization

A valid payment method may be required to secure and maintain a reservation. Fress or its payment processor may submit an authorization request or place a temporary authorization hold in connection with a booking.

An authorization hold is not necessarily a completed charge. Final charges are processed according to the applicable booking and payment terms.

Authorized Payment Methods

By providing or submitting a payment method for a Fress service, the person making the booking represents that they are authorized to use that payment method for the transaction.

Payment Verification

Fress may request additional verification before confirming or performing a service and may decline or cancel a reservation when payment authorization cannot reasonably be verified.

For security reasons, Fress is not required to disclose internal fraud-prevention or payment-verification procedures.

A failed authorization does not preserve the requested appointment time. A new reservation using an authorized payment method remains subject to current availability.

Payment Security

Payment-card information entered through Fress's booking system is processed through third-party booking and payment technology. Fress does not receive or store full payment-card numbers or card security codes submitted through the booking system.

Fress may receive limited transaction information necessary to administer a booking, such as card brand, last four digits, payment status, authorization status and transaction information.

Cancellation & Rescheduling

Free Changes Before 24 Hours

Clients may cancel or reschedule without a cancellation charge when the request is received at least 24 hours before the scheduled appointment time. Rescheduling remains subject to availability.

Within 24 Hours

Appointments canceled or rescheduled less than 24 hours before the scheduled service time are charged 100% of the scheduled service price to the payment method on file.

A reserved appointment allocates service capacity, personnel and a specific period of Fress's operating schedule. Once an appointment enters the 24-hour period, Fress may no longer have a reasonable opportunity to replace that reservation.

Property Access & Missed Appointments

Clients are responsible for ensuring that Fress can lawfully and reasonably access the service location at the scheduled appointment.

This may include arranging:

• doorman, concierge or security authorization;
• building-management approval;
• keys or lockbox information;
• functioning entry codes;
• elevator reservations;
• correct apartment or unit information; and
• an available occupant when access requires one.

If Fress arrives and cannot obtain access within 5 minutes of the scheduled appointment time because of a Client-side access issue, the appointment may be treated as a missed appointment and charged 100% of the scheduled service price.

Fress may voluntarily wait longer when scheduling permits. Waiting beyond 5 minutes is a courtesy and does not modify this policy for future appointments.

Arrival Times

Appointment times are estimated arrival times unless Fress expressly confirms otherwise.

Traffic, building access, prior appointments, transit conditions, weather and other circumstances may affect arrival.

Fress will make reasonable efforts to communicate significant delays.

If Fress is materially late, that delay will be reasonably considered before applying a Client no-access or missed-appointment charge.

Cleaning Products & Client-Supplied Products

Fress ordinarily provides the cleaning products and equipment reasonably appropriate for the booked service unless otherwise agreed.

Client-Supplied Products

If a Client requests or requires use of a Client-supplied product, Fress may decline to use that product when our service professional reasonably believes it may be unsafe, inappropriate or damaging to a surface or property.

To the extent permitted by applicable law, Fress is not responsible for damage resulting from use of a Client-supplied product when the Client directs its use contrary to Fress's recommendation, manufacturer instructions or reasonable professional judgment.

Specialty, Restricted & Hazardous Conditions

Fress provides services across a wide range of property conditions, including severe clutter, hoarding environments, heavy buildup, debris removal, post-construction conditions, organization and other intensive projects when those services are included within the confirmed scope.

Specialized Conditions

Certain conditions may require specialized equipment, licensing, remediation procedures, disposal methods, protective controls or qualified third-party professionals.

Fress may decline to perform affected portions of the work directly and may require or coordinate appropriate specialty services before, during or after Fress's work.

Restricted Materials & Activities

Unless expressly agreed as part of an appropriately equipped and authorized specialty service, Fress personnel do not directly handle or remediate:

• blood, bodily fluids or other potentially infectious biological material;
• exposed needles, sharps or improperly contained medical waste;
• asbestos, lead or other regulated hazardous materials;
• sewage or similarly hazardous waste;
• unknown or dangerous chemicals requiring specialized handling or disposal; or
• unsecured firearms or other weapons.

Mold, Pests & Environmental Conditions

Mold, pest infestations, environmental hazards and other conditions requiring specialized remediation or treatment may require service by an appropriately qualified third party before Fress can safely complete some or all of the cleaning scope.

Fress may pause, modify or reschedule affected portions of a project when specialty treatment or remediation is reasonably necessary for work to continue safely and lawfully.

Weapons

Fress personnel are not required to handle, move, secure, unload or otherwise interact with an unsecured firearm or other weapon. Weapons that could reasonably affect the service area should be safely secured before Fress personnel arrive.

Project-Specific Safety

Fress personnel are not required to perform a task that cannot reasonably be performed safely with the personnel, equipment, training and protective measures assigned to that particular project.

Property, Valuables & Pets

Preparing for Routine Cleaning

Unless organization, decluttering, packing, sorting, debris removal or related work is included in the booked service, Clients are encouraged to remove loose personal belongings from surfaces and floors so the service professional can efficiently access the areas being cleaned.

Specialty & Fragile Surfaces

Clients should disclose surfaces, fixtures, furnishings, appliances, artwork, antiques or specialty materials requiring unusual cleaning methods or manufacturer-specific care.

Fress may decline to clean an item or surface when doing so could reasonably risk damage.

Fress is not responsible for pre-existing deterioration, ordinary wear, manufacturing defects, unstable or improperly installed items, loose fixtures, deteriorated finishes or damage resulting from prior improper treatment.

Valuables

Clients should secure cash, jewelry, important documents, medications, collectibles, fragile valuables and other sensitive or high-value property before service.

Fress may decline to move or handle exceptionally valuable, dangerous, fragile or irreplaceable items.

Pets

Clients are responsible for safely securing pets when reasonably necessary for the safety of the animal and Fress personnel. Aggressive or uncontrolled animals may result in suspension or termination of service.

Safety, Conduct & Right to Refuse Service

The safety and dignity of Fress Clients and service professionals are important to us. Fress personnel are not required to remain in an environment they reasonably believe is unsafe.

Unsafe Property Conditions

Fress personnel may decline to enter, pause work or leave a property when conditions reasonably present an immediate or unreasonable health, fire, structural, electrical, chemical, biological, physical or other safety risk beyond the controls established for that service.

Examples may include:

• blocked or unsafe emergency exits;
• active fire or serious electrical hazards;
• dangerous exposed wiring;
• unstable structural conditions;
• unstable objects presenting an immediate collapse or injury risk;
• unsecured weapons;
• exposed sharps;
• uncontained hazardous substances;
• dangerous or uncontrolled animals; or
• another condition that cannot reasonably be addressed with the safety controls assigned to the project.

The presence of clutter, debris or other difficult conditions does not by itself make a property ineligible for service when those conditions are part of an appropriately scoped Fress specialty project.

Unsafe or Inappropriate Conduct

Fress personnel may stop or refuse service when a Client, occupant, guest or other person at the property engages in threats, harassment, aggression, intimidation, discriminatory abuse, sexual or inappropriate conduct, illegal activity, deliberate interference with the work, or other behavior that causes a service professional reasonably to fear for their safety or well-being.

Stopping Service & Charges

When service is prevented or terminated because of a Client, occupant, guest, animal, undisclosed property condition or other circumstance reasonably within the Client's control, Fress may charge up to the full scheduled service amount.

In determining the appropriate charge, Fress may consider the circumstances, time reserved, work already performed, personnel dispatched and whether the condition could reasonably have been disclosed, prevented or corrected.

If Fress stops service for circumstances not reasonably attributable to the Client, Fress will determine an appropriate adjustment, rescheduling option or other resolution based on the circumstances.

Done Right Promise, Re-Cleans & Refunds

Fress stands behind its work through our 48-Hour Done Right Promise.

When a timely and substantiated concern involves work included within the confirmed scope, Fress will be given a reasonable opportunity to address the qualifying area at no additional charge.

The Done Right Promise generally provides remediation through a re-clean rather than an automatic refund.

If Fress determines that re-service cannot reasonably resolve a qualifying issue, Fress may provide another appropriate resolution, which may include a service credit or refund when warranted.

Areas outside the booked scope, newly created messes, ordinary use of the property after service or concerns first reported more than 48 hours after completion are not ordinarily covered by the Done Right Promise, except where otherwise required by law.

Approved refunds are ordinarily returned to the original payment method.

Damage & Loss Reporting

Suspected service-related property damage or loss should be reported to Fress as soon as reasonably possible and preferably within 48 hours of service completion.

Clients should provide photographs or other reasonably available documentation identifying the affected property and circumstances.

Fress may investigate the matter, communicate with assigned personnel, review available service records and request additional documentation reasonably necessary to evaluate the concern.

Clients should not discard allegedly damaged property before Fress has had a reasonable opportunity to evaluate the claim.

Direct Hiring of Fress Personnel

Clients may not use an introduction made through Fress to circumvent Fress by privately engaging Fress personnel for substantially similar services outside the Fress business relationship without prior written authorization.

Clients should not pressure Fress personnel to accept direct payment for services booked through Fress or request personal payment information for the purpose of bypassing Fress.

Unauthorized solicitation may result in termination of current or future services and other remedies available under applicable law or written agreement.

This section does not prohibit ordinary professional communication reasonably necessary to perform an authorized Fress service.

Electronic Communications & Technology

By using the Fress website, booking platform, email, text messaging or other electronic methods to communicate with us, Clients consent to receiving transaction-related communications electronically.

Electronic records may document booking instructions, approved service changes, access information, cancellations, invoices, receipts, customer-service matters and other aspects of the Client relationship.

Fress may use third-party providers to facilitate booking, scheduling, payment processing, communications, analytics and other business functions.

Information reasonably necessary to provide a requested transaction or service may be processed through those providers subject to applicable privacy requirements.

For additional information regarding personal information, please review our Privacy Policy.

Website & Intellectual Property

The Fress name, branding, logos, website content, written materials, service descriptions, graphics, photographs and other proprietary materials may be protected by copyright, trademark and other applicable intellectual-property laws.

Use of the Site does not transfer ownership of Fress intellectual property to the user.

Users may not unlawfully reproduce, republish, commercially exploit, scrape, reverse engineer, impersonate, resell or otherwise misuse Fress proprietary content without appropriate authorization.

Events Outside Our Control

Fress will not be responsible for delays, cancellations or inability to perform caused by circumstances reasonably beyond our control, including severe weather, natural disasters, government restrictions, transit disruptions, building emergencies, utility outages, public emergencies or similar events.

When reasonably possible, affected Clients will be contacted and offered appropriate rescheduling options.

Legal Terms

Limitation of Liability

To the maximum extent permitted by applicable law, Fress and its suppliers will not be liable for indirect, incidental, special, punitive, exemplary or consequential damages arising from use of the Site or services.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited. Any limitation contained in these Terms remains subject to applicable federal, state and local law.

Indemnification

To the extent permitted by applicable law, the Client agrees to indemnify and hold harmless Fress, its officers, employees, agents and representatives from third-party claims, losses, liabilities, costs or reasonable expenses arising from the Client's material violation of these Terms, unlawful conduct, violation of third-party rights, material misrepresentation or failure to disclose a known condition creating an unreasonable risk to Fress personnel or property.

Dispute Resolution

Fress encourages Clients to contact us first regarding a dispute so the matter can be reviewed and, where appropriate, resolved informally.

To the extent valid and enforceable under applicable law, disputes arising out of or concerning these Terms or services that cannot be resolved informally may be resolved through final and binding arbitration pursuant to the Federal Arbitration Act before a neutral arbitrator and administered by the American Arbitration Association or another mutually agreed arbitration provider.

Individual Proceedings

To the extent permitted by applicable law, arbitration will take place on an individual basis rather than as a class, collective, consolidated or representative proceeding.

Nothing in this section eliminates rights or remedies that applicable law does not permit a consumer to waive.

Governing Law

These Terms are governed by the laws of the State of New York, without regard to conflict-of-law principles, except where federal law or another mandatory law applies.

Any court proceeding not subject to an enforceable alternative dispute-resolution agreement shall be brought in a court having appropriate jurisdiction and venue under applicable law.

Severability

If any provision of these Terms is determined to be invalid or unenforceable, the remaining provisions will continue in effect to the fullest extent permitted by law.

Entire Agreement

These Terms, together with the confirmed booking, applicable proposal or scope of work, invoice and any additional written agreement expressly incorporated into the booking, constitute the agreement governing the applicable service.

Customized commercial, specialty, severe-clutter, remediation or large-project engagements may include a separate proposal or agreement containing additional or different terms. Where expressly stated, those project-specific terms control with respect to that project.

Changes to These Terms

Fress may update these Terms periodically to reflect changes to our services, technology, business practices or applicable requirements.

The version applicable to a service will generally be the version in effect when the applicable booking is made unless Fress and the Client subsequently agree otherwise.

Updated Terms will be posted on the Fress website with a revised “Last Updated” date.

Contact

Questions regarding these Terms, an upcoming appointment, cancellation, rescheduling, payment, service concern or other Client matter may be directed to:

Fress Building Maintenance
New York, NY
Email: info@fressclean.com
Phone: (929) 498-5704
Online: Contact Fress