KOKUA CLEANERS – TERMS AND CONDITIONS OF SERVICE
Last Updated: October 2025
1. Deposit and Payment Terms a. A non-refundable deposit equal to twenty percent (20%) of the total service cost is required at the time of booking to secure the appointment. b. The remaining balance is due immediately upon completion of the service unless otherwise agreed in writing. c. If the payment method on file is removed, declined, or otherwise inaccessible before the final balance is collected, a $50 administrative fee will be added. d. Failure to pay in full within 24 hours of service completion may result in late fees, debt collections, and/or legal action. e. By paying the deposit, the Client enters into a legally binding agreement with the Company and accepts all terms herein.
2. Rescheduling and Cancellation Policy a. Rescheduling requests made 24+ hours in advance are free of charge. b. Same-day rescheduling will incur a $25 rescheduling fee, due before a new appointment is confirmed. c. Cancellations result in forfeiture of the deposit. All deposits are non-refundable. d. We encourage rescheduling instead of canceling to preserve your deposit.
3. Pricing Adjustments a. Quotes are based on the information provided by the Client at the time of booking. b. We reserve the right to adjust the price if any of the following occur: • Additional bedrooms, bathrooms, or areas not originally disclosed • Increased square footage or complexity • Excessively soiled conditions or hoarding situations c. Additional charges will be communicated prior to completion, and the Client agrees to pay in full before final payment is due.
4. Touch-Up and Satisfaction Policy a. All service issues or touch-up requests must be reported within 48 hours of service completion. b. After 48 hours, any return visit will be charged at $65/hour, with a 2-hour minimum. c. Touch-ups requested due to issues not caused by our cleaners are billable.
5. Access and Entry a. It is the Client’s responsibility to ensure the property is accessible at the time of service. b. Failure to provide access may result in a missed appointment fee equal to 50% of the total cost. c. If keys or codes are provided, they will be handled securely. We are not responsible for alarms not deactivated prior to arrival.
6. Health, Safety & Hazardous Conditions a. Our team has the right to refuse service if the job site presents safety concerns. b. If a cleaner encounters unsafe conditions, service may be halted, and the deposit forfeited. c. We do not handle biohazards, human/animal waste, mold remediation, or pest removal unless explicitly agreed upon in writing.
7. Pets and Personal Belongings a. All pets must be secured during the cleaning. We are not responsible for pets that escape during the appointment. b. The Client must store away fragile, sentimental, or high-value items. c. We are not liable for accidental damage to unsecured items or pre-existing damage not visible during the initial walk-through.
8. Right to Refuse Service We reserve the right to refuse service to anyone for any reason, including but not limited to: inappropriate behavior, verbal abuse, unsafe conditions, or recurring non-payment.
9. Photos and Documentation a. Before-and-after photos may be taken for training, quality control, and marketing. b. These photos will never contain identifying details unless written consent is obtained.
10. Kokua Cleaners Appointment Reminder & Confirmation Texts Receive automated appointment reminders and confirmations via SMS when you opt in to our program. Never miss an appointment again with our convenient text messaging service. You can cancel the SMS service at any time. Simply text "STOP" to the shortcode. Upon sending "STOP," we will confirm your unsubscribe status via SMS. Following this confirmation, you will no longer receive SMS messages from us. To rejoin, sign up as you did initially, and we will resume sending SMS messages to you. If you experience issues with the messaging program, reply with the keyword HELP for more assistance, or reach out directly to admin@kokuacleaners.com. Carriers are not liable for delayed or undelivered messages. As always, message and data rates may apply for messages sent to you from us and to us from you. You will receive appointment reminder and confirmation messages as needed. For questions about your text plan or data plan, contact your wireless provider.
11. Limitation of Liability To the fullest extent permitted by law, the Company is not liable for indirect, incidental, or consequential damages. Liability is limited to the value of the service fee paid.
12. Governing Law and Dispute Resolution a. These terms shall be governed by the laws of the state of Hawaii. b. In the event of a dispute, both parties agree to attempt mediation before pursuing legal remedies. c. Any legal claim shall be brought in the county of Honolulu, Hawaii.
13. Agreement to Terms By submitting your deposit or scheduling a cleaning, you: • Acknowledge and agree to all terms listed above • Authorize Kokua Cleaners to charge your card on file for any outstanding balances or late fees • Acknowledge that these Terms form a binding contract between you and Kokua Cleaners