Terms of Service

Effective Date: August 24, 2026

These Terms of Service ("Terms") govern the cleaning services provided by Valtrust Facility Services ("Valtrust," "we," "us," or "our") to our customers ("Client," "you," or "your").

By requesting, scheduling, approving, or receiving cleaning services from Valtrust Facility Services, you acknowledge that you have read, understood, and agreed to these Terms of Service.

1. Customer Comfort and Safety

Valtrust Facility Services prioritizes the safety and comfort of our clients, employees, and contractors.

Whenever possible, we recommend that customers leave the areas being cleaned unoccupied while our cleaning team is working. If you or other individuals remain in the property during service, please allow our cleaning team sufficient space to safely perform their work.

Children and other individuals should remain out of active cleaning areas because of potential hazards such as wet floors, cleaning products, vacuum cords, and other equipment.

If a room or section of the property is occupied or inaccessible, our cleaners may skip that area and document it for the Client. The area may be addressed during a future service when safe access is available.

2. SMS/Text Messaging Terms

Valtrust Facility Services may use text messaging to communicate with customers who have provided consent to receive SMS messages.

The Valtrust Facility Services messaging program may include messages related to:

Cleaning appointment confirmations and reminders

Scheduling and rescheduling

Estimate and service updates

Customer support

Service-related questions

Invoices and payment-related notifications

Changes or updates regarding scheduled services

Other communications directly related to services requested by the Client

Promotional or marketing text messages will only be sent where permitted by applicable law and where the required consent has been obtained.

Consent to Receive Text Messages

By providing your phone number and opting in to receive text messages from Valtrust Facility Services, you consent to receive SMS messages from Valtrust regarding your services and communications covered by the messaging program.

Consent to receive text messages is not a condition of purchasing any goods or services from Valtrust Facility Services.

Message frequency will vary depending on your interactions with Valtrust and the services you request.

Message and Data Rates

Message and data rates may apply.

Your mobile carrier may charge you for text messages or data according to the terms of your mobile plan. Valtrust Facility Services is not responsible for carrier charges, network limitations, or delayed or undelivered messages.

Opt-Out

You may opt out of receiving SMS messages at any time by replying STOP to a text message from Valtrust Facility Services.

After you send STOP, you will receive a confirmation message and will no longer receive SMS messages from Valtrust unless you provide consent to receive them again.

Privacy of SMS Information

Valtrust Facility Services does not sell, rent, or share SMS/text messaging opt-in information, including phone numbers and consent records, with third parties or affiliates for their own marketing or promotional purposes.

SMS opt-in information may be shared with service providers that assist Valtrust with delivering and managing text messages, solely for the purpose of providing those messaging services.

For additional information about how Valtrust Facility Services collects, uses, and protects personal information, please review our Privacy Policy.

3. Cancellation and Rescheduling Policy

We understand that plans can change. Cancellation and rescheduling fees are based on the amount of notice provided during Valtrust's regular business hours.

48 or more business hours' notice: No cancellation or rescheduling fee.
Less than 48 business hours but at least 24 hours' notice: A fee equal to 50% of the scheduled service price will apply.
Less than 24 hours' notice: A fee equal to 100% of the scheduled service price will apply.

Examples of circumstances that may be treated as a cancellation or same-day cancellation include:
Failure to provide property access
Movers or previous occupants not vacating the property on time
No running water or electricity when required for the service
Unsafe conditions preventing service
Failure to communicate important access or property information
Other circumstances that prevent Valtrust from reasonably completing the scheduled service

For services requiring a deposit, cancellation fees are calculated based on the remaining unpaid balance. The deposit is forfeited separately and will not be credited toward the cancellation fee.

Valtrust may waive or modify a cancellation fee at its discretion in exceptional circumstances.

4. Recurring Service Skips

For recurring customers, skipping a scheduled cleaning may affect the pricing or scope of the next service.

Regular cleaning pricing is based on the expected frequency of service. When a customer skips a scheduled visit, additional buildup may require additional time or work during the following visit.

Valtrust reserves the right to adjust the price of the next service when the condition of the property has changed significantly because of a skipped or delayed cleaning.

Any significant pricing adjustment will be communicated to the Client when reasonably possible.

5. Satisfaction Guarantee

We want our clients to be satisfied with the services provided.

If you believe an area was not cleaned according to the agreed-upon scope of service, please contact Valtrust on the day of service so that we have an opportunity to address the concern.

When appropriate, Valtrust will return to address the reported area at no additional charge.

Clients should allow Valtrust the opportunity to inspect and correct the reported issue before hiring another cleaning provider or attempting to correct the issue themselves.

Our satisfaction guarantee does not apply to:

Areas that were inaccessible or occupied
Services that were not included in the agreed-upon scope
Pre-existing damage or deterioration
Permanent stains or discoloration
Normal wear and tear
Conditions beyond the reasonable control of our cleaning team

Valtrust does not provide refunds for cleaning services.

6. Lockouts and Property Access

The Client is responsible for ensuring that Valtrust has safe and timely access to the property at the scheduled service time.

If our team is unable to access the property when they arrive, the Client will have a 30-minute grace period to provide access.

If access is not provided within that 30-minute period, the appointment will be considered a lockout and a 100% lockout fee will apply.

Examples of lockouts include:

No one being available to provide access when required
Incorrect or missing keys
Incorrect access codes
Locked gates or doors
Security systems preventing entry
Uncommunicated changes to access instructions
Other circumstances preventing our team from safely entering the property

Clients should provide all entry instructions before the scheduled service.

If a key, garage code, door code, alarm code, or other access information changes, the Client is responsible for notifying Valtrust before the next scheduled service.

7. Arrival Times

Scheduled cleaning times may represent an expected arrival window rather than an exact arrival time.

Cleaning times can vary depending on the condition and size of previous properties, traffic, weather, service requirements, and other circumstances outside Valtrust's control.

Valtrust will make reasonable efforts to arrive within the expected timeframe and may contact the Client if a significant delay occurs.

Clients should not assume that the cleaning team will arrive at an exact minute unless a specific arrival time has been separately confirmed by Valtrust.

8. Communication

Effective communication helps us provide reliable service.

Clients should communicate service instructions, changes, concerns, complaints, access information, and special requests directly with the Valtrust office whenever possible.

This allows requests to be properly documented and communicated to the appropriate team members.

Valtrust may communicate with clients by phone, email, or text message regarding:

Appointment confirmations and reminders
Scheduling and rescheduling
Estimates and invoices
Service updates
Customer questions or concerns
Company policies
Promotions or special offers, where applicable

Clients are responsible for providing accurate and current contact information.

9. Service Changes and Additions

Requests to change, add, or modify a scheduled service should be made at least 48 hours in advance whenever possible.

Additional services or changes may require an updated estimate or additional charge.

Valtrust cannot guarantee that last-minute requests can be accommodated due to scheduling, staffing, equipment, or supply limitations.

10. Quality Control and Customer Feedback

Valtrust maintains quality-control procedures to help ensure consistent service.

As part of our quality-control process, we may conduct:

Service inspections
Follow-up communications
Customer satisfaction checks
Internal service reviews
Requests for customer feedback

Customers may receive surveys or service reports following a cleaning.

Clients are encouraged to communicate specific preferences, concerns, or areas that require special attention before or after service. Providing detailed feedback helps Valtrust better understand your expectations and improve future visits.

11. Pet Policy

We welcome pets; however, pets must not interfere with the cleaning team's ability to safely perform the service.

Clients are responsible for securing pets that:

Are aggressive or unpredictable
Are anxious around vacuums or cleaning equipment
Attempt to follow or interfere with cleaning technicians
Present a potential safety risk

Aggressive or unfriendly animals must be confined to a secure area before our team begins service.

If a pet presents an immediate safety risk, Valtrust reserves the right to stop or leave the property. In such circumstances, the appointment may be treated as a lockout or same-day cancellation and a 100% fee may apply.

Clients should disclose pets at the time of booking so our team can properly prepare for the service.

Valtrust does not clean animal waste, urine, feces, litter boxes, or other pet waste.

12. Pet Hair

Valtrust makes reasonable efforts to remove pet hair; however, we cannot guarantee the complete removal of all pet hair from carpets, upholstery, floors, furniture, or other surfaces.

Pet hair that becomes visible after cleaning or that remains embedded in surfaces due to the condition of the property is not, by itself, grounds for a complimentary redo or refund.

13. Vacant Properties

For vacant properties, Valtrust will communicate with and accept instructions from the paying Client or an authorized representative.

Before service, vacant properties must:

Be safely accessible
Have working electricity and water when required for the requested services
Be reasonably safe for our employees and contractors
Be free of hazardous conditions that could prevent service

If the property does not meet these requirements when our team arrives, Valtrust may refuse or discontinue service. The appointment may be treated as a same-day cancellation, and applicable fees may apply.

14. Insect and Rodent Policy

Valtrust does not provide cleaning services for properties with active or significant insect, rodent, or other pest infestations that may pose a health or safety risk.

If a visible infestation is discovered before or during service, Valtrust may refuse or discontinue the service until the issue has been professionally addressed.

Examples include, but are not limited to:

Bed bugs
Fleas
Roaches
Termites
Significant ant infestations
Rodent infestations

If service cannot be performed because of an infestation, applicable cancellation, lockout, or service fees may apply.

Valtrust does not provide pest-control services or guarantee the removal of insects or pests.

15. Safety and Hazardous Conditions

The safety of our employees and contractors is extremely important.

Valtrust reserves the right to refuse or discontinue service when a property contains conditions that present an unreasonable health or safety risk.

We do not clean:

Blood or bodily fluids
Vomit
Urine or feces
Hazardous materials
Biohazardous materials
Dangerous substances
Other materials requiring specialized remediation

If a cleaning technician reasonably believes that their personal safety is at risk, they may leave the property. The Client may remain responsible for applicable service, cancellation, or lockout fees.

16. Furniture and Heavy Objects

Valtrust will clean around and, where reasonably possible, underneath accessible furniture.

For safety, liability, and insurance reasons, our cleaning technicians will not move heavy furniture or appliances.

This includes, but is not limited to:

Refrigerators
Stoves
Washers and dryers
Large cabinets
Large beds
Other heavy appliances or furniture

Clients should move small or lightweight items they would like cleaned underneath before our team's arrival.

17. Cleaning Areas and Accessibility

Valtrust will clean areas that can be safely reached using the equipment normally carried by our cleaning team.

Our technicians are not required to climb onto unsafe surfaces or use equipment they are not trained or authorized to use.

High areas, ceilings, fixtures, or other locations that require a ladder or specialized equipment may not be included in standard cleaning services.

Exterior cleaning is not included unless specifically quoted and approved as an additional service.

Garages, sheds, porches, exterior windows, exterior screens, and other outdoor areas may require separate services.

18. Supplies and Equipment

Valtrust will generally provide the cleaning supplies and equipment necessary to perform the services included in the Client's estimate.

If a Client requests that Valtrust use customer-provided cleaning products or equipment, the Client must notify the office in advance.

Valtrust may decline to use products or equipment that our team determines may be unsafe, unsuitable, incompatible with a surface, or outside the team's training.

Valtrust is not responsible for damage caused by customer-provided products or equipment.

If the use of customer-provided products or equipment requires significantly more time or specialized handling, additional charges may apply.

19. Bed-Changing Services

If bed-changing or linen-changing services are requested, the Client must provide clean sheets and bedding and have them available before our team arrives.

Beds should be stripped and clean replacement linens should be readily accessible.

20. Dishes and Kitchen Items

Dishwashing is not included in Valtrust's standard cleaning services unless specifically requested and approved as an add-on service.

Customers should not assume that dishes, cookware, or other kitchen items will be washed unless the service has been specifically included in the estimate.

21. Damage and Breakage

Valtrust takes reasonable care when cleaning a Client's property.

If damage occurs that is determined to have been caused by Valtrust personnel while performing the agreed-upon service, the Client should notify Valtrust as soon as reasonably possible.

Valtrust may request photographs, descriptions, receipts, or other information to evaluate the claim.

Valtrust is not responsible for:

Pre-existing damage
Normal wear and tear
Deteriorated or fragile materials
Items that were improperly installed or secured
Damage caused by a product or equipment supplied by the Client
Conditions that existed before the cleaning service
Damage resulting from the inherent condition or age of an item

Examples of normal wear and deterioration may include loose fixtures, deteriorating grout or caulking, worn flooring, brittle blinds, or other materials that have weakened over time.

Clients should secure valuable, fragile, sentimental, or irreplaceable items before service.

22. Blinds and Fragile Items

Blinds, shades, decorative items, and other fragile materials may be susceptible to damage due to age, construction, material deterioration, or normal handling.

Valtrust will use reasonable care when cleaning these items.

If an item appears unusually fragile or unsafe to clean, our team may decline to clean it.

23. Wear and Tear and Cleaning Results

Cleaning can improve the appearance of many surfaces, but it cannot reverse normal wear, deterioration, or permanent damage.

Examples may include:

Permanent stains
Discoloration
Worn flooring
Damaged grout
Deteriorated caulking
Permanent water spots
Heavy soap buildup
Mold or mildew staining
Scratches
Damaged surfaces
Discoloration caused by age or sunlight

Some conditions may require multiple cleanings or specialized restoration services and may not be fully removable through standard cleaning.

24. Pricing, Quotes, and Property Conditions

Valtrust's quotes are based on the information available at the time the estimate is prepared, including property size, condition, service scope, frequency, and other relevant factors.

If the actual condition of the property is significantly different from the information provided during the quoting process, Valtrust reserves the right to adjust the price.

Examples may include:

Excessive buildup
Heavy grease
Excessive pet hair
Significant clutter
Unusually dirty or neglected conditions
Conditions requiring substantially more labor than anticipated

If a significant adjustment is necessary, Valtrust will communicate with the Client when reasonably possible before proceeding with additional work.

Valtrust reserves the right to decline additional work if the Client does not approve the revised price.

25. Recurring Service and Rate Reviews

Recurring service pricing is based on the expected scope and frequency of service.

Valtrust may periodically review recurring accounts and adjust pricing when necessary due to:

Changes in property condition
Changes in service scope
Changes in cleaning frequency
Property size or use
Increased labor, supply, transportation, or operating costs

Clients will receive reasonable notice of applicable recurring service rate changes.

26. Parking

Clients are responsible for informing Valtrust of any parking restrictions, permits, designated parking areas, gated parking, HOA requirements, or other access restrictions that may affect the cleaning team.

If parking requires a fee and no reasonable free parking option is available, the Client may be responsible for applicable parking charges.

27. Inclement Weather

Valtrust prioritizes the safety of its employees and clients.

In the event of severe weather, including snow, ice, flooding, or other hazardous conditions, Valtrust may need to delay, reschedule, or cancel a scheduled service.

When possible, Valtrust will contact affected customers as soon as reasonably possible.

Weather-related rescheduling decisions will be made based on safety and operating conditions.

28. Payment Policy

A valid credit or debit card must remain on file from the time of booking until the service has been completed and the applicable invoice has been paid in full.

Unless otherwise agreed in writing, full payment is due on or before the scheduled service date.

Valtrust may charge the payment method on file for authorized services, applicable cancellation fees, lockout fees, or other charges permitted under these Terms.

Late Payments

Outstanding balances may be subject to a $10 late fee for each day the balance remains unpaid, where permitted by applicable law.

Accepted Payment Methods

Valtrust may accept:

Major credit cards
Debit cards
Apple Pay
ACH

Payment methods may be subject to change.

Gratuities

Gratuities are optional and may be added to the Client's invoice or provided directly to cleaning technicians in cash.

29. Deposits

Certain services require a deposit before a service date can be confirmed.

Deposit Requirements

Move-in/move-out cleanings and deep cleanings: 50% non-refundable deposit.
One-time and initial standard cleanings: 25% non-refundable deposit.

The required deposit amount may vary based on the service or circumstances and will be communicated to the Client before booking.

Deposit and Service Date

Once a quote has been approved and the required deposit has been received, the Client must select a service date within 60 days.

If a service date is not selected within 60 days, the deposit will be forfeited.

Deposits are used to reserve and secure the Client's service booking.

Cancellation or Rescheduling of Deposited Services

Deposits are non-refundable and non-transferable.

Once a service date has been confirmed, cancellation or rescheduling of the appointment will result in forfeiture of the deposit, subject to any exceptions Valtrust may provide at its discretion.

The Deposit Policy is separate from the Cancellation Policy. If both policies apply, the applicable deposit and cancellation fees may both be charged.

30. Gift Card Policy

Valtrust Facility Services gift cards are valid for one year from the original purchase date, unless otherwise stated on the gift card.

Gift cards are not redeemable for cash except where required by applicable law.

Lost or stolen gift cards may not be replaced unless Valtrust is able to verify the original purchase and remaining balance.

31. Photo and Documentation Policy

Valtrust may take photographs of completed work, specific cleaning conditions, or areas requiring attention for internal documentation, quality control, training, or service-reference purposes.

We will make reasonable efforts to avoid capturing identifiable personal information, documents, photographs, or other private materials.

Photographs taken for internal purposes will be handled securely and will not be used for public marketing without appropriate permission.

32. Same-Team Requests

Valtrust will make reasonable efforts to provide recurring customers with consistent cleaning personnel when scheduling and staffing allow.

However, Valtrust cannot guarantee that the same cleaner or cleaning team will be assigned to every visit.

Staffing changes, employee availability, illness, vacation, scheduling requirements, or other business needs may require a different team.

33. Right to Refuse or Terminate Service

Valtrust reserves the right to refuse, stop, or terminate a cleaning service when conditions at a property create an unreasonable risk to our employees, contractors, or others.

Reasons may include, but are not limited to:

Unsafe or unsanitary conditions
Hazardous materials or substances
Active pest infestations
Aggressive animals
Threatening or abusive behavior
Unsafe working conditions
Illegal activity
Conditions outside the agreed-upon scope of service
Repeated cancellations, lockouts, or no-shows
Failure to pay outstanding balances

If service is refused or terminated due to conditions caused by the Client, applicable fees may apply.

34. Add-On Services

Valtrust may offer additional cleaning services for an additional fee.

Depending on availability, add-on services may include:

Interior window cleaning
Bed-sheet changes
Oven cleaning
Refrigerator cleaning
Blind cleaning
Baseboard hand-wiping
Other specialty cleaning services

Add-on services must be requested and approved before they are performed and may require an updated estimate.

35. Services We Do Not Provide

Unless specifically agreed upon in writing, Valtrust does not provide services including:

Cleaning bodily fluids or biohazardous materials
Cleaning animal waste or litter boxes
Dishwashing
Moving heavy furniture or appliances
Hazardous-material cleanup
Pest-control services
Hazardous-waste removal
Exterior cleaning unless specifically quoted
Other services outside the agreed-upon scope of work

If you are unsure whether a specific task is included, please contact Valtrust before scheduling the service.

36. Client Responsibilities

Clients are responsible for:

Providing accurate property and contact information
Providing safe access to the property
Providing accurate entry instructions
Disclosing relevant conditions that may affect service
Securing pets when necessary
Removing or securing valuable and fragile items
Providing necessary utilities for vacant properties
Communicating special instructions before service
Informing Valtrust of parking restrictions
Paying invoices and applicable fees on time

Valtrust is not responsible for delays or incomplete services caused by inaccurate information, lack of access, unsafe conditions, or circumstances outside our reasonable control.

37. Office Hours

Valtrust Facility Services' regular office hours are:

Monday through Friday
9:00 a.m. to 5:30 p.m.

Cancellation and rescheduling notices are calculated based on Valtrust's regular business hours.

Messages received outside regular business hours will be considered received on the next business day.

38. Changes to These Terms

Valtrust Facility Services may update these Terms of Service from time to time to reflect changes in our services, business practices, policies, or applicable requirements.

When changes are made, the Effective Date at the top of these Terms will be updated.

The most current version will be made available through the Valtrust Facility Services website.

39. Acceptance of These Terms

By requesting, booking, approving, or receiving services from Valtrust Facility Services, you acknowledge that you have had an opportunity to review these Terms of Service and agree to be bound by them.

If you have questions about these Terms or your services, please contact Valtrust before scheduling or receiving service.

Contact Us

Email: info@valtrustservices.com
Phone: 571-378-1787 or 703-712-8892

Valtrust Facility Services
4000 Williamsburg Ct
Fairfax, VA 22032