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SLA

Service Level Agreement (SLA) – Residential & Commercial Cleaning Services

Novaglow, LLC

State: Virginia

1. Scope of Services

Novaglow, LLC provides residential and commercial cleaning based on the client’s selected package, estimate, or written service plan. Any services not listed in the agreement or estimate are not included and may require additional charges.

2. Property Access Requirements

Clients must provide safe and reliable access at the scheduled time (key, code, on-site contact, or approved building access).

If cleaners cannot enter, a lockout fee may be charged.

3. Safety, Work Conditions, and Service Limitations

Cleaners may not handle or work around:

  • Hazardous chemicals
  • Blood, bodily fluids, or medical waste
  • Pet waste (beyond standard shedding or basic exterior litter box wiping)
  • Mold beyond light surface mildew
  • Rodent or insect infestations
  • Heavy lifting over 25 lbs
  • Tasks requiring ladders higher than a step stool

Service may stop if conditions are unsafe or unsanitary. A partial or full fee may still apply.

4. Pets and Animals

Clients must secure all pets before service begins.

Novaglow, LLC is not responsible for:

  • Pets escaping due to unsecured doors, crates, or gates
  • Pet injuries during or after service
  • Cleaning pet accidents unless included as an add-on

Cleaners will not handle aggressive animals or hazardous pet waste. Service may be cancelled and charged as completed if a pet presents a safety risk.

5. Valuables and Personal Property

Clients must safely store cash, jewelry, medications, firearms, sensitive documents, and fragile valuables before service.

The company is not responsible for missing items unless clear evidence shows negligence by the cleaning team.

6. Payment Terms

Payment is due at the time of service unless otherwise stated in a commercial contract.

Past-due accounts may result in:

  • Late fees
  • Service suspension
  • Submission to collections if unresolved

Commercial billing terms (NET 7, NET 15, etc.) require written approval.

7. Cancellations, Rescheduling, and Missed Appointments

Clients must provide at least 24 hours’ notice for cancellations or rescheduling.

  • Cancellations made with less than 24 hours’ notice may be charged a cancellation fee equal to 50% of the scheduled service cost, unless otherwise stated.
  • Same-day cancellations or missed appointments may be charged 100% of the service price.
  • Repeated last-minute cancellations may lead to suspension of service.
8. Quality Guarantee

If the client is unsatisfied, concerns must be reported within 24 hours.

Novaglow, LLC will return to correct the issue at no additional cost.

Refunds are not issued for completed services.

If cleaners are denied the opportunity to fix the concern, the guarantee does not apply.

9. Damage, Breakage, and Liability

If accidental damage occurs, it must be reported within 24 hours with photos.

The company is not responsible for:

  • Pre-existing damage
  • Unstable or improperly installed fixtures
  • Items damaged due to age or wear
  • Electronics or appliances that malfunction during routine cleaning
  • Property damage caused by structural issues, leaks, or faulty systems

Commercial contracts may include additional waivers or limitations.

10. Client Responsibilities

The client agrees to:

  • Remove excessive clutter
  • Secure valuables
  • Ensure utilities (electricity, water, lighting) are operational
  • Provide accurate access instructions
  • Notify the company of special conditions or fragile surfaces

If conditions significantly slow cleaning, additional charges may apply.

11. Independent Contractors

Some cleaners may be independent contractors who meet company standards for training, professionalism, and background requirements.

Contractors must follow all company procedures, confidentiality rules, and service guidelines.

12. Privacy and Confidentiality

All client information is handled confidentially and used only for scheduling, billing, and service-related communication.

Cleaners may only take photos for documentation of damage or service issues and only with client permission.

13. Right to Refuse or Terminate Service

Service may be refused or discontinued for:

  • Unsafe environments
  • Harassment of cleaning staff
  • Aggressive pets
  • Infestations
  • Repeated cancellations or nonpayment
  • Misrepresentation of property conditions
  • Requests that violate safety or policy guidelines
14. Changes to Terms

Novaglow, LLC may update this Agreement at any time.

The most current version applies to all future appointments.

15. Acceptance of Agreement

By booking, paying for, or receiving services, the client acknowledges and agrees to this Service Level Agreement.