Terms & Conditions

Last Updated: September 9th, 2026

By requesting a quote, scheduling service, hiring, or utilizing the services of Paragon Cleaning, LLC (“Paragon,” “we,” “us”), you (“Client,” “you”) acknowledge that you have read, understand, and agree to be bound by these Terms & Conditions.

Acceptance occurs at the earliest of any of the following: (a) requesting or scheduling service by phone, text, email, or web form; (b) providing a payment method to reserve an appointment; (c) clicking to confirm service or acknowledging these Terms electronically; or (d) permitting our team to begin work at your property. Electronic acceptance is valid and enforceable under the Virginia Uniform Electronic Transactions Act.

Confirming service through our client system documents your agreement for your records. It is not the only method by which these Terms take effect.

The Client agrees to be the party responsible for full payment, communication, upholding this agreement, and following satisfaction guarantee procedures. Paragon does not recognize third-party involvement in these obligations. A Client scheduling service on behalf of another party remains personally responsible for payment and performance under these Terms.

Changes to These Terms: We may revise these Terms from time to time. The revised version is effective at the time of posting unless otherwise noted. If a change materially affects a service you already have scheduled, we will provide notice to the email address on file. Continuing to use our services after any change is documented as agreement with the revised Terms. The version in effect on the date service was scheduled governs that service.

An active card on file is required to reserve an appointment with Paragon Cleaning. The Client assumes responsibility for ensuring the card on file is current prior to the appointment. Appointments are not guaranteed until an active card is on file.

Retainer: A 50% non-refundable retainer is required to reserve an appointment for a Top To Bottom, Move Out/In, General Cleaning, or any one-time cleaning, and will be charged to the card on file. The retainer is applied toward the cost of your service on the scheduled date, so it is not an additional charge.

When we reserve your appointment, we hold that time on our schedule, assign your home to a team, and decline other work for that window. Our cleaning technicians are paid employees whose hours are committed in advance, which means a late change carries real cost we are not able to recover. For that reason the retainer is non-refundable except as provided below and in Section 6.

Retainer Credit for Timely Cancellation: If a Client cancels a one-time service with more than two business days’ notice before the service date, the retainer is not forfeited. Paragon retains it as a service credit for the Client’s account, valid for six months from the original scheduled service date. The expiration date does not extend when a credit is applied to a rescheduled service that is subsequently cancelled. The credit is applied in full toward a rescheduled or newly booked service within that period. Credits are not redeemable for cash, are not transferable, and expire six months from the original scheduled service date with no further value. If notice is received two business days or less before the service date, the retainer is applied to the cancellation fee under Section 3 and no credit is issued.

Due Date: Payment is due on the date of the scheduled service. A 10% late fee is applied to all overdue invoices. Past due invoices are forwarded to the attorney for collection or legal action on the seventh day past due. If Paragon retains a collection agency or attorney to recover any amount due under these Terms, the Client is responsible for all reasonable costs of collection, including court costs and attorney’s fees.

Promotional Pricing: Discounts and promotional rates are applied through service confirmation in our client system and are not reflected in quoted pricing. Promotional pricing takes effect when the Client completes service confirmation and terms acknowledgement before the scheduled service date. Services performed without completed confirmation are billed at the standard quoted rate. Discounts are not applied retroactively after service has been performed.

Office Hours: Our office is available Monday through Friday as follows:

Department Hours
Sales and new client inquiries 8:30 AM to 5:00 PM
Client care, scheduling, and appointment changes 8:30 AM to 4:00 PM

All departments are reached at (757) 768-1888.

Service Times: Cleanings are performed Monday through Friday between 8:30 AM and 5:00 PM. Arrival windows provided in advance are estimates. Exact arrival and completion times are not guaranteed and may shift due to unforeseen circumstances such as traffic, property conditions, or the length of prior appointments.

Scheduling Cutoff: Cleaning team assignments and routes for the following business day are finalized at 4:00 PM. Cancellation, reschedule, and skip requests received after 4:00 PM are processed on the next business day and, for purposes of the fee schedule in this Section, are considered received at the time of opening on the next business day. This applies regardless of the number called, the department reached, or the staff member who receives the request.

After-Hours Communications: All communications received outside the applicable department hours above are considered received at the time of opening on the next business day. This applies to all notices under these Terms, including cancellations and reschedules.

Holidays: Paragon Cleaning is closed for New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve, and Christmas. Should your cleaning fall on any of these holidays, we will reschedule your cleaning. Paragon Cleaning does not cancel a cleaning due to holidays; however, a client may choose to skip, and fees mentioned in these Terms may apply.

Cancellation and Reschedule Fees: Notice is measured from the time notice is received by our office, as defined under Scheduling Cutoff and After-Hours Communications above, to the start of the scheduled service date.

Notice Received Fee
More than 2 business days before the service date No fee
2 business days or less before the service date, but before the service date 50% of the quoted service total
On the service date, or lockout as defined below 100% of the quoted service total

Because after-hours communications are received on the next business day, a cancellation sent the evening before a scheduled service is received on the service date and falls within the 100% tier.

Your Cancellation and Reschedule Deadline: To make it simple, here is the deadline to cancel or reschedule without incurring a cancellation fee, based on the day your cleaning is scheduled:

Your cleaning day Deadline
Monday Wednesday, 4:00 PM the week prior
Tuesday Thursday, 4:00 PM the week prior
Wednesday Friday, 4:00 PM the week prior
Thursday Monday, 4:00 PM that week
Friday Tuesday, 4:00 PM that week

Requests received after your deadline fall within the fee schedule above.

This deadline applies to cancellation and reschedule fees only. Skipped cleanings carry a separate Skipped Cleaning fee described below, regardless of the notice provided. Rescheduling is subject to availability and is not guaranteed. Retainers for one-time services, including credit for timely cancellation, are governed by Section 2.

When our office is closed for a holiday, that day is not a business day and your deadline moves earlier that week. If you are not sure of your deadline during a holiday week, call us at (757) 768-1888 and we will tell you.

Access and Lockouts: We know life happens. Codes fail, batteries die, internet goes out, and errands run long. Because our team reserves your time on our schedule and travels to your home, we encourage every client to keep a backup access method on file so a small hiccup doesn’t turn into a missed cleaning and a fee.

Clients commonly keep a door code, a lockbox on the property, or a key with a trusted neighbor. The method is entirely your choice and your comfort level, and you remain responsible for the security of the method you select. Any access information you share with us is stored securely and provided only to the team assigned to your home. Please let our office know right away if a code or access method changes.

If we are unable to access the property on arrival, our team will attempt to reach you. If we are still unable to enter 15 minutes after arriving at the location, the appointment is deemed a cancellation on the service date and the 100% fee applies.

Fee Collection: Cancellation fees are deducted from the retainer or charged to the card on file.

Skipped Cleanings (Recurring Clients): A skip means keeping your recurring schedule but passing on a single visit. Skips must be requested more than two business days before the scheduled cleaning. A skip requested with two business days or less notice is treated as a cancellation, and the fee schedule above applies.

If a recurring client chooses to skip a scheduled appointment, a Skipped Cleaning fee of $25 applies for each additional week between the skipped cleaning appointment date and the following cleaning appointment date. This fee will be incorporated into the next service invoice. Example: a weekly client skips one visit, creating a two-week gap, and $25 is added to the next cleaning.

To avoid incurring the Skipped Cleaning fee, clients have the option to reschedule their cleaning with more than two business days’ notice instead of skipping. The client will resume their regular cleaning schedule following the rescheduled session. Rescheduling is subject to availability and is not guaranteed.

All appointment changes must be scheduled by calling Paragon Cleaning directly at 757-768-1888 during business hours. Any other communication methods, including email and text messages, may not receive an immediate response. The client is able to edit their notification settings through the Client Portal. Paragon Cleaning will make every effort to send automated text or email reminders for appointments, but these reminders are not guaranteed. Paragon Cleaning reserves the right to record phone calls for quality assurance and training purposes.​

Please refer to the Top To Bottom Deep Clean, Vacant Move Out/In Cleaning, or Residential Cleaning checklist for your scheduled cleaning at www.paragoncleaningllc.com. If you have any questions or wish to include any areas not listed, please contact the office prior to your scheduled cleaning appointment. Special requests may require price adjustments.

Scope of Work: Paragon’s cleaning technicians are instructed to follow the requirements for the cleaning they are conducting with detailed work orders. They are not authorized to make adjustments or changes without approval from the office. If you would like additional services performed, please call our office or use the Client Portal prior to your scheduled cleaning. Add-on services may require additional fees.

Pricing and Labor Hours: Pricing and labor hours are based on an accurate assessment of the condition of the property. If we find the property differs materially from the description provided, or requires more cleaning than agreed due to construction, events, changes within the home, overdue air filters, or other unforeseen conditions, we may contact the Client for approval of additional time. If we are unable to reach the Client, or the Client declines additional time, Paragon will complete the cleaning within the approved timeframe and the scope of completed work will be reduced accordingly.

Labor time begins upon arrival at the property and ends after all tasks pertaining to the scheduled cleaning are complete. This includes waiting for entry, removing trash, cleaning equipment, loading supplies, and completing a walkthrough or checklist. Labor hours are itemized by the total hours of each employee present.

Distractions: If Paragon Cleaning’s technicians are subject to distractions that affect their ability to work, we reserve the right to request additional time for the cleaning. Distractions include pets, third parties, unexpected activity, or contractors interfering with the technicians’ duties. We will do our best to work around the distractions, but frequent interruptions in our routine may prevent us from completing the cleaning in the time allotted. Additional time may be available for purchase, or we may adjust our scope of work.

Documentation Photos: As part of delivering and documenting our services, Paragon maintains a job file for each service. Technicians may capture non-personal photographs of work areas before and after service, of any incident or accident, and of any pre-existing condition relevant to the work order. These images are retained in the job file to document the condition of the property and the work performed. By scheduling service, the Client consents to this documentation. Photographs are used for internal quality assurance, dispute documentation, and training only, and are not used for marketing or published externally without the Client’s separate written consent.

Our Promise: Doing the right thing matters to us. If something in your home is not up to standard, we want to hear about it and we want the chance to fix it. Please do not hold back because you are worried about bothering us or getting someone in trouble. Our technicians are employees we invest in and build up, and feedback reaches our leadership team as coaching, not as a lecture. We also record it in your home profile so every team that cleans for you knows, which is how we make sure we do not miss the mark again.

Our 100% Guarantee: If you are not satisfied with any area of your cleaning, for any reason, call our office at (757) 768-1888 within 24 hours of your service and we will return to reclean those areas at no additional charge. We ask for 24 hours because it lets us see the work as our team left it and get your home corrected quickly, while it still matters to you. A phone call is the fastest way to reach the person who can take care of it.

How We Make It Right: A reclean is how we resolve any concern with a completed cleaning, and it is the sole and exclusive remedy available. Payments for services performed are final, and Paragon does not issue refunds, partial credits, or price reductions for completed services. We stand behind our work by coming back and correcting it, not by discounting it.

Acceptance of Services: The Client is deemed to have accepted the services unconditionally unless a claim that the services are defective is made to our office by telephone within 24 hours of service completion. If the Client declines the offered reclean, does not report a concern within 24 hours, or does not provide access for our team to return within a reasonable period, the service is documented as accepted as completed and no further remedy is available. A declined reclean is documented as a complaint resolved.

Exclusions: The satisfaction guarantee does not apply to:

  • Timed services, including Priority List cleanings. For these services we guarantee that our team will work the purchased time window at your property. Labor time is measured under Section 5 and includes waiting for entry, setup, and cleanup. We do not guarantee that any specific task or area is completed within a timed service.
  • Declined additional time. For time-range quoted services including Top To Bottom Deep Cleaning, General Cleaning, Move In/Move Out Cleaning, and Post Construction Cleaning, if additional time is required and the Client declines, the satisfaction guarantee does not apply. Areas excluded from an initial cleaning due to approved time constraints are also removed from any subsequent recurring maintenance schedule.

Services Not Performed: If Paragon does not dispatch a team to the property on the scheduled service date, and the failure is not attributable to the Client or to any cancellation, reschedule, skip, lockout, refusal of service, or unsafe condition described in these Terms, Paragon will offer the Client the first available reschedule date. If Paragon is unable to offer a reschedule date the Client accepts, any amount charged for that service is credited or reversed. This is the only circumstance in which a payment is returned to the Client.

Cancellation, reschedule, and skip fees are charges for the reserved time and committed labor described in Section 2, not charges for cleaning services. They are earned when incurred and are not subject to this provision regardless of whether a team was dispatched.

Definition of Performance: For purposes of these Terms, a service is considered performed when Paragon’s team has arrived at the property and worked the scheduled service. A service is also considered performed, and no credit or reversal is available, where:

  • Our team arrived at the property and was denied entry, or access was not provided;
  • The Client terminated or interrupted the service while in progress;
  • The Client cancelled, rescheduled, or skipped the service with two business days’ notice or less, in which case the applicable fee under Section 3 is earned;
  • The Client declined, revoked, or failed to complete electronic acknowledgement of these Terms after acceptance occurred under Section 1. Acceptance is not conditioned on completing confirmation, and a refusal to confirm does not void a scheduled appointment or the fees associated with it;
  • Paragon declined or discontinued service under Section 8 due to unsafe conditions, unavailable utilities, infestation, or any condition Paragon deems unserviceable in its discretion;
  • The service was completed within an approved time window, including where scope was reduced under Section 5 because additional time was declined;
  • The Client is dissatisfied with a completed service. Dissatisfaction is not a failure to perform and is governed exclusively by the reclean provisions of this Section; or
  • Any other circumstance in which Paragon was ready and able to perform and the service did not occur for reasons attributable to the Client, including refusal of entry or the Client’s failure to meet a condition of service.

Paragon documents performance through work orders, technician time records, service documentation, and job-file photographs maintained under Section 5.

Taking Ownership: Our technicians are trained to report any accident or damage to our office right away, before leaving your home, and to let you know as well. We would much rather bring something to your attention ourselves than have you find it later. When we are responsible, we own it and we take care of it, and we carry insurance on every job so that we can. The process below exists so that we can resolve any concern quickly and fairly for everyone involved.

Reporting Window and Inspection: Any claim of damage to property must be reported to our office by telephone within 48 hours of service completion. Claims reported after 48 hours are not eligible for consideration. The Client must permit Paragon a reasonable opportunity to inspect and photograph the item or area before it is repaired, replaced, altered, or discarded. If the Client repairs, replaces, alters, or disposes of the item before Paragon has inspected it, the claim is waived.

Resolution: If Paragon is at fault for damage to an item, Paragon reserves the option to repair the item or replace it with an item of comparable make, model, age, and condition, at Paragon’s election. Paragon will notify the Client promptly of any damage occurring during service.

Exclusions: Paragon is not liable for:

  • Damage due to normal wear and tear, or to items already worn, aged, or deteriorated
  • Damage caused by fixtures, hardware, shelving, or fittings that were not properly secured
  • Damage caused directly or indirectly by non-standard cleaning products, tools, or equipment that the Client requested we use
  • Any damage arising from use of a Client’s vacuum cleaner at the Client’s request. Where a Client requests use of their own vacuum, floor cleaning quality is not guaranteed, and Paragon staff are neither responsible for nor trained to repair or maintain Client equipment.
  • Any item or area Paragon has deemed unserviceable in its discretion

Paragon may use its discretion to deem any area or item unserviceable due to liability, in order to safely care for the property and its contents.

Paragon reserves the right to refuse or discontinue service due to unsafe conditions and to declare the appointment a cancellation on the service date, with fees under Section 3 applying.

Temperature: In-home temperatures should be comfortable prior to the start of service. Under no circumstances will services be performed in an environment that is not physically comfortable for labor. This includes but is not limited to extreme heat or extreme cold. Recommended temperatures are between 65 and 74 degrees.

Ladders: Paragon Cleaning technicians are unable to climb ladders higher than the two-step ladder they are issued to perform their work. Cleaning technicians are not permitted to use step ladders provided by the Client. Our technicians do not climb on furniture under any circumstances.

Utilities: The Client is responsible for ensuring electricity and running water are in working order at the property on the scheduled date. Both are safety requirements rather than preferences. Our team needs running water to dilute and rinse cleaning products, and to flush skin or eyes in the event of contact, and electricity for adequate lighting and equipment. Without both, we are not able to work safely or clean effectively. If either is unavailable, Paragon may decline service and declare the appointment a cancellation on the service date.

Insect and Rodent Infestation: Paragon Cleaning has the right to decline service if the home has visible infestation and may require professional pest services prior to cleaning. Paragon Cleaning, LLC reserves the right to decline service and declare the job a cancellation on the service date due to an active infestation.

By agreeing to our services, you acknowledge that if an active infestation is present in your property at the time of our service, you assume full responsibility for any resulting damages or liabilities. In such cases, we reserve the right to pursue legal action to recover damages incurred by our company due to the infestation. It is your responsibility to ensure that your property is free from any active infestations prior to our service. We recommend seeking professional pest control assistance if you suspect or are aware of an active infestation.

Pets: We genuinely love your animals, and most of our team has pets at home. We also have to be honest with you: our technicians have been bitten before, almost always by a dog whose owner was certain it never would. Vacuums, unfamiliar people, and doors propped open can bring out behavior you may have never seen. So we ask that any animal that could injure our team, or that might slip outside, be secured before we arrive.

Please also let us know in advance about anything we should watch for, including a history of nipping or aggression, illness, or anxiety around strangers. This is not a judgment about your pet. It is how we keep everyone safe, including them. We will take reasonable care with your animals while we are in your home, though unpredictable behavior is beyond our control. If a member of our team is injured because a pet was not secured, Paragon reserves the right to pursue available remedies.

Staff Communication Boundaries: To protect the privacy and safety of Clients and staff, exchanging phone numbers, email addresses, social media accounts, peer-to-peer payment credentials, or other direct means of communication with technicians is not permitted. All communication must go through the office.

Vacant Cleanings: The property should be completely vacant unless previously agreed upon. Paragon Cleaning may skip any areas that are occupied. It is expected that all closets and cabinets will be empty. At no point will our technicians remove and replace personal items unless previously agreed upon.

Our Staff Does Not:

  • Clean or remove blood or any bodily fluids, fire or water damage, or mold. We are not trained in these areas nor are we equipped.
  • Clean the interior of curio cabinets
  • Provide any pet or child-related services, nor empty diaper pails
  • Clean or shampoo carpet
  • Clean chandeliers
  • Provide fabric or furniture stain removal
  • Wash walls
  • Service outdoor areas
  • Clean areas above the reach of our step ladder, except with our extendable duster
  • Clean animal waste or litter
  • Move or lift items over 20 lbs
  • Hand-scrub or steam clean floors
  • Disassemble light fixtures
  • Disassemble seals on shower doors, ovens, or refrigerators
  • Disassemble any furniture to clean it
  • Disassemble any appliance, other than oven racks and refrigerator shelves
  • Lift or move large or fragile items
  • Work in homes where the self-clean feature is engaged on an oven
  • Change bedding or perform cleaning tasks on top bunks, due to safety concerns, fall risks, and accessibility limitations

Paragon Cleaning, LLC makes a significant investment in recruiting, certifying, and training only the most qualified cleaning technicians. During the term of this agreement and for a period of one year following its termination, the Client agrees neither to solicit, directly or indirectly, nor hire any current or former Paragon Cleaning, LLC employee without the express written consent of Paragon Cleaning, LLC and compensation of a $3,000 referral fee to Paragon Cleaning, LLC for its loss.

Once the referral fee is paid, Paragon Cleaning will no longer be responsible for managing the cleaning technician, including but not limited to liability protection, information security, scheduling, government taxes, quality of services, and any other act pertaining to the daily work duties of the former employee.

In the event of a breach of this agreement, the Client agrees to pay Paragon Cleaning, LLC the aforementioned referral fee within 14 days of hiring or soliciting a current or former Paragon Cleaning, LLC employee. Failure to pay the referral fee within the specified time frame will entitle Paragon Cleaning, LLC to seek legal remedies, including but not limited to monetary damages and injunctive relief.

These Terms are governed by the laws of the Commonwealth of Virginia, and any action arising out of or relating to them shall be brought in the courts of the City of Newport News, Virginia.