These terms explain how bookings work and what Claro’s Cleaning and the customer are each responsible for. They are intended to protect booked time, establish fair expectations and provide a clear way to resolve problems.

Last updated: 21 August 2026.

A booking is governed by the version of these terms published when the booking is confirmed.

All bookings are handled through Facebook Messenger.

An enquiry, requested date or provisional discussion is not a confirmed booking. A booking becomes confirmed only when Claro’s Cleaning accepts the location, date, start time, service, price and any requested Extras in writing through Messenger.

The person confirming the booking must be at least 18 years old and authorised to arrange cleaning at the property.

By confirming a booking, the customer accepts these Booking Terms.

Our services reserve professional cleaner-hours. They do not guarantee completion of an entire property or a fixed number of rooms or tasks.

One cleaner-hour means one cleaner working for one hour. For example, two cleaners working for four hours provide eight cleaner-hours.

We begin with the customer’s highest-priority areas and work down from there. Property size, condition, buildup, clutter, accessibility and added requests all affect how much can be completed.

If the workload exceeds the service booked, the remaining work may require a paid extension or another appointment. Extensions are subject to staff availability.

Cleaners use reasonable on-site judgement when selecting methods and allocating time. A booking is made with Claro’s Cleaning rather than with a guaranteed individual cleaner, and staff assignments may change while preserving the confirmed service.

Full-Day and Premium Clean appointments normally run from 8:00 am to 5:00 pm. This nine-hour appointment window includes a one-hour midday meal break, normally taken from 12:00 noon to 1:00 pm.

The meal break is not counted as cleaning time. The customer therefore receives eight working hours from each cleaner assigned.

Standard cleaning work is described on our Cleaning Inclusions page. Tasks requiring additional chemicals, equipment, difficulty or risk are listed separately as Cleaning Extras.

Unless otherwise agreed, Extras are completed within the cleaner-hours booked. Paying for an Extra does not automatically add more cleaning time.

Customers must accurately describe the property’s size, condition, access, priorities and unusual circumstances. If the property is materially different from the information provided, we may reprioritise the work, recommend additional time, require a custom quotation or decline unsafe or out-of-scope tasks.

No additional charge will be added without approval from the booking contact.

The customer must provide an accurate location and any access, parking, landmark or entry instructions needed for the cleaners to reach the property.

Someone must provide access at the confirmed start time unless unattended entry has been arranged in advance.

If the cleaners cannot enter, we will attempt contact through Messenger and wait for up to 15 minutes. The booked cleaning time begins at the confirmed start time, so customer-caused delays reduce the time remaining. After 15 minutes, the team may leave and the appointment may be treated as a same-day cancellation.

If Claro’s Cleaning arrives late, the customer does not lose the cleaner-hours purchased. We will extend the appointment, adjust the arrangement or agree upon another reasonable solution.

Only the booking contact or an explicitly designated representative may approve paid Extras, extensions or substantial changes to the agreed priorities.

Requests added after arrival use the cleaner-hours already booked unless additional time is approved. Requests from other occupants are not treated as authorised unless the booking contact has designated them.

If the agreed priorities are completed early, the cleaners will continue with other reasonable standard cleaning tasks. If the customer chooses to end the appointment early, the confirmed service price remains unchanged.

Customers must provide a reasonably safe working environment and disclose known hazards, pest activity, human or animal waste, unstable fixtures, delicate surfaces and relevant chemical restrictions.

Pets that may escape, interfere with the work or behave aggressively must be secured before cleaning begins. Children remain under the supervision of the customer or another responsible adult.

We may refuse or stop work involving threats, harassment, uncontrolled animals, hazardous materials, serious infestation, unsafe structures or tasks beyond our equipment and training.

If service stops because of an undisclosed or customer-controlled safety problem, payment remains due for work already completed and any deposit may be handled under the cancellation policy.

Please cancel or reschedule through Facebook Messenger at least 24 hours before the confirmed start time. Changes remain subject to availability.

Claro’s Cleaning does not currently require a deposit for every booking. We may require one before confirming a future appointment, particularly following a late cancellation, same-day reduction or previous failure to provide access.

Any deposit requirement, amount and cancellation conditions will be stated before the booking is confirmed. A required deposit will be deducted from the final payment.

When at least 24 hours’ notice is provided, the deposit may be refunded or transferred to another available date.

For cancellations, substantial reductions or failed access with less than 24 hours’ notice, the deposit may be retained because the cleaners and appointment time were reserved for the customer.

If Claro’s Cleaning cancels the appointment, any deposit will be refunded or transferred according to the customer’s preference.

The confirmed price covers the service and Extras agreed through Messenger.

Payment is due immediately after the appointment unless another arrangement was confirmed beforehand. Payment may be made by cash, GCash or bank transfer.

Approved Extras or extensions will be added to the final total. We will not add unapproved charges.

Payment is for the cleaner-hours and approved Extras supplied. It does not depend upon guaranteed completion of the entire property.

Customers should secure cash, jewellery, important documents, medication and fragile or sentimental belongings before cleaning begins.

Please identify loose fixtures, unstable furniture, existing damage, delicate finishes and surfaces requiring special treatment. We take reasonable care, but deterioration caused by ordinary wear, existing defects, instability or undisclosed material sensitivity may not be preventable.

Report suspected damage promptly through Messenger and provide photographs where helpful. Please leave the affected item available for reasonable inspection while we investigate.

Nothing in these terms removes any responsibility or customer right that cannot lawfully be excluded.

If something important was missed, please tell us through Messenger within 24 hours where reasonably possible.

Provide details or photographs so we can review the concern against the confirmed priorities, cleaning scope, property condition and cleaner-hours booked.

Where the work fell below the agreed standard, we will determine a reasonable remedy with the customer. This may include returning to address the affected area, providing service credit or issuing an appropriate refund.

Our Satisfaction Promise does not guarantee whole-property completion, successful removal of permanent stains or completion of work outside the confirmed scope.

We collect information reasonably needed to arrange and provide the service. This may include the customer’s name, Messenger account, property location, access instructions, property photographs, booking history and payment records.

We use this information for booking, scheduling, staff assignment, cleaning, customer support, safety, accounting, dispute resolution and legal obligations. Information is shared only with assigned workers, necessary service providers or authorities where reasonably required.

Photographs may be taken where needed to document property condition, completed work or a reported problem. We will not use photographs of a customer’s property for public marketing without separate permission.

Information is retained only for as long as reasonably needed for these purposes. Customers may use Messenger to request access to or correction of their information.

Claro’s Cleaning may update these terms for future bookings. Updated terms do not retroactively change an appointment already confirmed.

If any part of these terms is found to be invalid or unenforceable, the remaining terms continue to apply.

Philippine law governs these terms. Nothing in them limits consumer or privacy rights that cannot legally be waived.

We will first attempt to resolve questions, complaints or disagreements directly and fairly through Facebook Messenger.

Send your location, preferred date, property size, current condition and highest cleaning priorities. We will recommend the service that honestly fits the work.