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Terms of Service.
The plain-English rules for booking with us, paying us, and what happens if something goes wrong. No surprises — the same way we quote.
Last updated September 9, 2026
- Overview
- Booking & scheduling
- Pricing & payment
- Access to your property
- Cancellations & rescheduling
- Satisfaction guarantee
- Services we do not provide
- Pets
- Damage & liability
- Our staff
- Use of this website
- Governing law
- Text messages
- Changes to these terms
- Contact
Overview
Between Stays Cleaning LLC (“Between Stays Cleaning,” “we,” “us”) provides residential, vacation-rental and commercial cleaning services in and around El Paso, Texas and Wilmington, North Carolina. These Terms of Service govern how you book and receive our services and how you use this website. By booking a service or using the site, you agree to them.
Booking & scheduling
A booking is confirmed only when we confirm it — by phone, text or email — not when you first contact us. We schedule an arrival window rather than an exact time; traffic and the visit before yours can move us within that window, and we’ll let you know if we’re running late.
Recurring cleanings require no contract and no minimum commitment. You can change frequency, pause or stop at any time with the notice described under Cancellations.
Pricing & payment
We quote flat rates based on the information you give us: square footage, bedrooms and bathrooms, the type of clean, pets and any add-ons. If that information is accurate, the quoted price is the price you pay.
If the home or space is substantially different from what was described — materially larger, in significantly worse condition, or requiring services outside the agreed scope — we will contact you before proceeding and agree on a revised price. We will not surprise you with a higher invoice after the fact.
Rates for recurring clients may be adjusted with 30 days’ written notice. Payment is due on completion of each service unless otherwise agreed in writing. Commercial accounts are invoiced monthly on the terms in their service agreement.
Access to your property
You do not need to be present. You are responsible for providing reliable access — a key, lockbox, garage or door code, or smart-lock entry — and for disarming or sharing any alarm code. Access details are stored securely and shared only with the cleaners assigned to your job.
If we arrive within the scheduled window and cannot get in, the visit is treated as a late cancellation (see below).
Cancellations & rescheduling
Cancel or reschedule with more than 24 hours’ notice and there is no fee. Cancellations with less than 24 hours’ notice, and visits where we cannot access the property, may incur a cancellation fee of up to 10% of the scheduled service price, because that slot was held for you and a crew was staffed for it.
Recurring clients may pause or cancel at any time with 24 hours’ notice. There are no penalties, no early-termination fees and no contracts.
Satisfaction guarantee
If you are not happy with any part of a clean, tell us within 24 hours of the service and we will re-clean the affected area at no charge. Call or text (575) 270-9330 or email [email protected]; photos help us send the right crew back with the right instructions. The guarantee covers re-cleaning; it is not a refund policy.
Services we do not provide
For the safety of our staff and to be clear about scope, we do not perform:
- Biohazard, bodily-fluid or sharps clean-up
- Mold remediation, water-damage or structural drying (we clean surface mildew and will tell you when a licensed remediation contractor is needed)
- Homes with active pest infestations, or extreme hoarding conditions
- High-reach work beyond a two-step stool, or exterior windows above ground level
- Carpet shampooing or extraction, floor refinishing, or pressure washing
- Construction or renovation debris removal unless quoted as a post-construction clean
- Excessive pet waste
- Moving heavy furniture or appliances
- Cleaning of antiques, artwork or high-value collectibles without written agreement
Pets
Pets are welcome — please tell us about them when you book. Animals that are anxious, aggressive, or likely to escape through an open door should be secured in a separate room or crate during the visit. If a cleaner cannot safely work because of an unsecured animal, they will contact you before continuing, and the visit may be treated as a late cancellation if it cannot proceed.
Damage & liability
We carry general liability insurance and a janitorial bond. If we damage something, we tell you the same day, in writing, and it is handled through our insurance. If you discover damage after a visit, please report it within 72 hours so we can investigate while the details are fresh.
Please secure irreplaceable, sentimental or high-value items before a first visit. We are not responsible for normal wear and tear, pre-existing damage, items that were improperly installed or already failing (loose fixtures, worn finishes, peeling surfaces), or damage that results from inaccurate information about a surface or material.
Our staff
Every cleaner clears a background check and identity verification before their first job. Our employees are the heart of the business; in exchange for the training we invest in them, you agree not to hire or engage any of our cleaners directly for cleaning services, outside of this company, during your service relationship with us and for 12 months afterward.
Use of this website
You may view and print pages from this site for personal, non-commercial use. You may not copy, modify, republish or reverse-engineer any part of it, or use it for any commercial purpose, without our written permission.
The site and its content are provided “as is” without warranties of any kind, express or implied, including warranties of merchantability or fitness for a particular purpose. To the fullest extent permitted by law, we are not liable for any indirect, incidental or consequential damages arising from your use of the site.
Links to third-party websites are provided for convenience. We are not responsible for their content or privacy practices.
Governing law
Services performed in Texas, and any dispute about them, are governed by the laws of the State of Texas, with venue in the state or federal courts serving El Paso County. Services performed in North Carolina, and any dispute about them, are governed by the laws of the State of North Carolina, with venue in the state or federal courts serving New Hanover County. Use of the website is governed by the laws of the state in which the services you enquired about are performed.
Text messages
If you contact us by text, or give us your mobile number, we may text you about your booking, arrival, and service — not marketing. Message frequency depends on your activity with us. Standard message and data rates may apply. Reply STOP at any time to opt out (you will receive one confirmation message), or HELP for assistance. We do not share your mobile number with third parties for their marketing.
Changes to these terms
We may update these terms from time to time; the “last updated” date at the top will change when we do. Active recurring clients will be told directly about any material change. Continued use of our services or this website after a change means you accept the updated terms.
Contact
Between Stays Cleaning LLC
Phone: (575) 270-9330
Email: [email protected]
Serving El Paso, Texas and Wilmington, North Carolina