1. Agreement to these Terms
These Terms of Service (the “Terms”) are a binding agreement between you and Caramel Cleaners LLC, an Indiana limited liability company (“Caramel Cleaners,” “we,” “us,” or “our”). They govern your use of caramelcleaners.com, the BookingKoala booking experience, and the residential or commercial cleaning services you purchase from us.
By submitting a booking, creating or using a customer account, or accepting a cleaning service, you agree to these Terms and our Privacy Policy. If you do not agree, do not book or use the services.
2. Eligibility and authority
You must be at least 18 years old and legally able to enter a contract. Our services are offered only for properties in Indiana within our Central Indiana service area. We may decline a property outside that area.
If you book for a business, property owner, tenant, employer, or other person, you represent that you have authority to accept these Terms and authorize access to the property on their behalf.
3. Booking, service scope, and customized pricing
Prices are customized using the information you provide, including property size, service type, condition, frequency, and selected extras. The minimum booking price is $149. The price shown at checkout is based on the booking details you submit and may include taxes, fees, or separately selected extras.
You must provide complete and accurate information. The applicable service scope is described in our Cleaning Checklist. If the property’s size, condition, access needs, or requested work differs materially from the booking details, we may decline the work, reschedule it, or propose a revised price. We will review any additional service and price with you before performing or charging for it.
4. Payment authorization
The full booking price is charged when you book. You authorize BookingKoala and Stripe to process that charge using your selected payment method. Taxes, voluntary tips, and customer-approved added services may result in additional charges. Any post-booking charge for added cleaning will be reviewed with and authorized by you before the work is performed or the charge is processed.
You are responsible for keeping your payment information current. If you believe a charge is incorrect, contact us promptly so we can investigate. Nothing in these Terms limits rights you may have with your card issuer or under applicable law.
5. Recurring service and stored payment methods
When you select recurring service, you authorize the secure storage of your payment credentials by our payment providers and automatic charging of the price for each scheduled cleaning. The price and any recurring discount depend on the selected cadence and services and may change if you change them.
You may pause or terminate recurring service through the BookingKoala customer portal. A pause or termination applies to future services once processed and does not reverse charges already incurred. We may change or discontinue a recurring arrangement by providing reasonable notice when practical.
6. Cancellations, rescheduling, and refunds
- If you cancel more than three hours before the scheduled appointment time, we will refund the full booking charge.
- If you cancel three hours or less before the scheduled appointment time, we will retain a $25 cancellation fee and refund the remaining prepaid amount.
- You may reschedule without a rescheduling fee or advance deadline, subject to availability.
Bank and payment-provider processing times may affect when a refund appears. Completed services are not automatically refundable. Our satisfaction promise below is the usual remedy for a service-quality concern, except where applicable law requires otherwise.
7. Service conditions and our right to decline work
We may decline, stop, or reschedule work that is outside our Central Indiana service area, outside the booked Cleaning Checklist, materially different from the condition described, unsafe, illegal, impractical to complete, or unsuitable for standard cleaning. This includes active pests, biohazards, hoarding or excessive clutter, hazardous materials, construction conditions, or other specialized work we did not approve in advance.
You must provide working utilities and a reasonably safe workspace and disclose conditions that may affect safety, access, timing, or service quality. We do not guarantee removal of every stain, odor, buildup, or condition, especially where permanent damage, age, or material limitations are involved.
8. Property access, pets, and safety
You must ensure timely, lawful access to the property. Door codes and entry instructions should be submitted securely through BookingKoala. Pets must be safely secured away from cleaning professionals and work areas throughout the appointment. If access is unavailable or conditions are unsafe, we may treat the appointment as a late cancellation under Section 6.
Do not leave weapons, illegal substances, needles, biohazards, or dangerous materials accessible. You are responsible for identifying fragile surfaces, damaged fixtures, specialty finishes, and items that require special handling before work begins.
9. Twenty-four-hour satisfaction promise
If you are dissatisfied with a specific aspect of a completed clean, notify us within 24 hours and identify the area at issue. When the concern relates to work included in the booked scope, we will arrange for a cleaning professional to return and re-clean that area at no additional charge. You must provide reasonable access for the return visit.
The promise does not cover work outside the booked scope, conditions that cannot reasonably be corrected through cleaning, or areas altered after the appointment. It does not limit rights that cannot be waived under applicable law.
10. Property damage, missing items, and valuables
Secure cash, jewelry, medications, documents, firearms, collectibles, and other valuable or irreplaceable property before the appointment. To the fullest extent permitted by law, Caramel Cleaners is not responsible for loss of valuables left unsecured or not disclosed to us before service.
Report visible property damage, loss, or a related concern within 24 hours after the appointment and preserve relevant photos or other information. Prompt notice allows us to investigate and, where appropriate, coordinate with the assigned cleaning professional and that professional’s insurer. This notice request does not eliminate a right that cannot legally be limited.
11. Employees and independent cleaning professionals
Services may be performed by Caramel Cleaners employees or independent contractors. Each cleaning professional is required to maintain their own liability insurance. Coverage is governed by the individual policy, and we do not promise that a particular coverage amount or claim outcome applies.
12. Email and text communications
You agree that we and our service providers may send transactional email or text messages about bookings, payments, access, schedule changes, and customer support. Message and data rates may apply.
We send promotional email or text messages only with the consent required by applicable law. You may opt out of promotional email by using its unsubscribe link and promotional texts by replying STOP. Opting out of marketing does not prevent necessary service messages.
13. Privacy and third-party services
Our Privacy Policy explains how we handle personal information. BookingKoala, Stripe, and other third-party services may also apply their own terms and privacy notices. We are not responsible for a third party’s independent systems, availability, or conduct, but this does not excuse obligations that applicable law places on Caramel Cleaners.
14. Disclaimers
To the fullest extent permitted by law, the website and services are provided “as is” and “as available.” We disclaim implied warranties of merchantability, fitness for a particular purpose, and noninfringement to the extent those warranties may be disclaimed. We are not responsible for delays or failures caused by events outside our reasonable control.
Nothing in these Terms excludes or limits liability or consumer rights that cannot lawfully be excluded or limited. These Terms do not state a fixed monetary liability cap.
15. Indiana law, venue, and class-action waiver
Indiana law governs these Terms and any dispute arising from the website, a booking, or our services, without regard to conflict-of-law rules. Before filing a claim, please contact us and give us a reasonable opportunity to address the issue informally.
Any lawsuit must be filed in a state court located in Hamilton County, Indiana, or, when federal jurisdiction is proper, in the United States District Court for the Southern District of Indiana. You and Caramel Cleaners consent to those courts’ personal jurisdiction.
To the fullest extent permitted by law, you and Caramel Cleaners agree that each may bring claims against the other only in an individual capacity and not as a plaintiff or class member in any purported class, collective, consolidated, or representative proceeding.
16. Changes, severability, and entire agreement
We may update these Terms by posting a revised version and changing the effective date. Material changes apply prospectively unless law permits otherwise. Terms presented and accepted for a booking govern that booking to the extent they conflict with a later version.
If a provision is unenforceable, it will be enforced to the maximum lawful extent and the remaining provisions will continue. Our failure to enforce a provision is not a waiver. These Terms, the booked service details, the Cleaning Checklist, and incorporated policies form the agreement regarding the services.
17. Contact us
Questions or notices about these Terms may be sent to Caramel Cleaners LLC at contact@caramelcleaners.com or by text at (463) 224-4181.