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Terms of Service

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These terms apply when you send a request on cleanlinenyc.com or book a cleaning with us by text or phone, and to the cleanings we provide. By sending a request or booking a cleaning, you agree to them. Our Privacy Policy explains how we handle your information.

Who we are

CleanLine NYC is the brand of CLEANLINE LLC (“we”), a home and office cleaning company in New York, NY. Questions about these terms: call or text (516) 206-6466, or email hello@cleanlinenyc.com.

Requests and booking

  • Sending a request does not book a visit. Your manager reviews it and agrees on the scope, price, date and time with you. Your cleaning is booked once we confirm those details with you.
  • Prices on our website and in the request form are estimates. Your manager confirms the exact price before the visit. All prices are before sales tax.
  • We confirm a 30-minute arrival window, for example 9:00–9:30 am.
  • We’re closed on Thanksgiving, Christmas Day and New Year’s Day: no cleanings, and we reply the next day.

Time and hourly services

  • Standard, deep and move-in / move-out cleaning: Your price is a time package. If your home needs more time, about 30 extra minutes per cleaner are included at no charge. Beyond that, we let you know as early as we can and continue only with your OK, at $25 per 30 minutes per cleaner for standard and deep cleaning and $30 for move-in / move-out. Without your OK, we finish in order of your priorities.
  • Standard cleaning: the time we book depends on when your home was last cleaned by a professional, as you tell us in your request. If you’re not sure, we plan for 3+ months. Your manager checks your answer before booking. If your home needs a longer or shorter visit, we tell you the new price, and the visit changes only with your OK.
  • Custom cleaning ($50 per cleaner-hour, 4-hour minimum) and home organizing ($65 per organizer-hour, 4-hour minimum) are booked by the hour. We work longer only with your OK.

New customer discount

New customers: 10% off your first cleaning. Before tax, one first cleaning per address. No code needed: your manager applies it when confirming the price. Starting a regular plan? You still get it on your first cleaning. It applies to home cleaning, including custom cleaning and home organizing, but not to office cleaning or rental turnover.

Cancellations and changes

  • There’s no charge to cancel with at least 12 hours’ notice. With less notice, a $50 late cancellation fee applies.
  • If we can’t get in at the booked time (no one is home and no doorman or concierge lets us in), it counts as a late cancellation.
  • The fee is paid by a payment link or added to your next cleaning.
  • To change the date, address or scope of a visit, call or text us as soon as possible. Changes depend on availability.

Access and keys

  • Someone needs to let us in: you, or your building’s doorman or concierge. We confirm access with you the day before the visit.
  • We don’t keep keys to homes between visits.
  • For regular office cleaning, we can keep a key or access card. We sign a receipt for it and return it when the plan ends or whenever you ask. If it is lost, we tell you the same day and decide on the next steps with you.

Payment

  • You pay after the cleaning. There is no deposit, and we don’t ask for a card to book.
  • After the visit we send you a payment link or our payment details. We accept cards, Zelle, Venmo, Cash App and cash. Cash is accepted only when you hand it to your cleaner in person.
  • Offices pay once a month for the cleanings already done.

Regular cleaning

  • Homes: you can pause or stop a regular plan online, or by text or call to (516) 206-6466. There’s no charge for it and no minimum number of visits. A visit cancelled less than 12 hours ahead counts as a late cancellation ($50).
  • Home plans are standard cleaning every week, every 2 weeks or every 4 weeks, at a price per visit agreed before your plan starts, based on your home’s size and how often we come. Every visit is planned around our standard cleaning, plus one focus area in turn. If time runs short, that visit’s focus area moves to the next visit, and we tell you.
  • Laundry, ironing, bed-linen changes and hand-washing dishes on your plan repeat on every visit at standard cleaning prices, and so does the pets fee ($20 per visit). Other add-ons are one-time unless you ask us to add them to your plan.
  • Your first cleaning is at the one-time price, with the new customer discount if it applies. Plan prices start from your next visit.
  • Before your plan starts, we text you its terms: the plan price per visit and the price of your first cleaning if it’s still ahead. The plan starts only after you reply YES to that text, so a plan needs texts even if you prefer calls. We then text you a confirmation of these terms to keep. If you later reply STOP to our texts, we stop texting you and call you to ask whether to keep, pause or stop your plan.
  • If a plan’s price changes, we text you at least 10 days before the new price applies to your visits, and you can stop the plan at no charge.
  • Plans agreed before October 11, 2026 keep their agreed price, discount and any plan credit until we text you about a change.
  • Offices: a regular plan stops with 14 days’ notice.

Supplies

  • Cleaning supplies are included. If you need us to bring a vacuum, there is an additional charge, agreed before the visit.
  • For offices, we can buy supplies such as paper towels, soap and trash bags. You pay for them separately, at the receipt price.

Service scope

  • Your booked service is the service, add-ons and notes we confirm with you before the visit. Work outside it isn’t included. What each service includes is listed on our Services page.
  • Loading the dishwasher is included in standard and deep cleaning; hand-washing dishes is an add-on.
  • Move-in / move-out cleaning is for an empty home. Inside cabinets included. Inside fridge and oven available as add-ons — most move-outs add them.
  • Laundry: Each load adds about 30 minutes to your visit. Detergent and machine fees are not included.
  • Post-construction: Dust and surfaces after a small renovation, priced from photos. We don’t remove construction debris or scrape off paint.
  • Heavy-duty cleaning: Heavily soiled kitchens and bathrooms, priced from photos. We don’t take hoarding situations, animal waste, mold, or pest infestations.
  • Rental turnover: We clean and make the beds with your linens. Laundry only in the apartment’s own machine, priced per load. We don’t buy supplies; we set out the ones you leave.
  • Office cleaning: Small workplaces up to about 3,000 sq ft: offices, studios, showrooms and shops, once or on a schedule. We don’t take restaurants or commercial kitchens, medical or dental offices, warehouses or manufacturing spaces, or nightly cleaning of large premises.
  • Hazardous materials are outside our work.

Where we clean

We clean in Manhattan below 110th Street; in Brooklyn: Williamsburg, Greenpoint, Bushwick, DUMBO, Brooklyn Heights, Downtown Brooklyn, Fort Greene, Boerum Hill, Park Slope, Prospect Heights; in Queens: Long Island City, Astoria, Sunnyside and Woodside. Elsewhere in New York City, we clean when we have an open slot. We don’t clean outside the city.

If something needs attention

  • If we missed something from your booked service, tell us within 24 hours and send photos. We’ll come back and re-clean those areas at no charge. If it was an add-on you booked, such as the inside of the oven, you choose: we do it at no charge on a return visit or your next plan visit, or we take it off your bill.
  • If, during the visit, we told you some areas wouldn’t fit into the booked time and offered extra time, and you declined or didn’t reply, those areas aren’t missed areas — we’re happy to finish them as a paid visit.
  • Also not covered: work outside your booked service, anything that got dirty after we left, and old stains or wear that remain after we treated them.
  • If you notice damage, tell us within 24 hours and send photos. We look at each case and decide on a solution with you.
  • We may decline future bookings.

Text messages

CleanLine NYC (CLEANLINE LLC) sends two kinds of text messages:

  • About your request and visits: quotes, booking updates and visit reminders, some sent automatically. You can ask for them by ticking the first box in our request form or by asking us to text you.
  • Offers: occasional offers, some sent automatically, only if you tick the second box in our request form. Agreeing to offers is not a condition of purchase.

Message frequency varies. Message and data rates may apply. Reply STOP to opt out at any time, or HELP for help. You can also call (516) 206-6466. Carriers are not liable for delayed or undelivered messages. Texts are never required to book a one-time cleaning: without them, we call you. A regular home plan starts only after you reply YES to our text with its terms. Our Privacy Policy explains how we handle your number and consent.

Changes

If we change these terms, we will update them here and change the date above. A booking follows the terms in effect when it was confirmed.