Terms of Use

1. Website purpose

This website provides general information about our residential, office, commercial, Airbnb, move-in and move-out, deep, recurring, and post-construction cleaning services. Website content may be updated and does not constitute a binding offer.

2. Free estimates

Submitting the form requests contact and an estimate only. It does not create a service contract, guarantee availability, reserve an appointment, or establish a final price. Estimates depend on property size and condition, service scope, frequency, location, access, timing, and other relevant details.

3. Confirming service

A cleaning is scheduled only after GONZA and the customer directly confirm the scope, price, date, approximate arrival arrangement, address, access instructions, and applicable cancellation and rescheduling terms. Materially incomplete or inaccurate property information may require a revised scope or estimate.

4. Customer responsibilities

• Provide safe, lawful access to the property and working water and electricity when required.
• Secure valuables, cash, medications, documents, fragile items, weapons, and irreplaceable belongings.
• Disclose pets, pests, hazardous materials, biohazards, active construction, delicate or damaged surfaces, and known safety concerns before service.
• Identify priority areas and any products or methods that should not be used.

5. Products and equipment

GONZA generally brings the products and professional equipment needed for the confirmed service. Customers should disclose allergies, sensitivities, specialty surfaces, manufacturer care requirements, or product preferences in advance. We may decline a requested product or method when it could be unsafe or unsuitable.

6. Access, pets, and occupied spaces

Customers are responsible for arranging authorized access and safely managing pets and occupants during service. Please do not submit permanent access codes through the website. Access details should be exchanged directly after scheduling.

7. Changes, rescheduling, and cancellation

Your appointment reserves time for our cleaning team. To cancel or reschedule, call or text (984) 384-5742 or email contact@gonzacleaning.com. Notice is measured when we receive your request, using local North Carolina time (Eastern Time).

How notice is calculated: cancellation and rescheduling are free with 24 hours or more before the confirmed start time. For a Friday appointment at 10 AM, the free-change deadline is Thursday at 10 AM. Cancellation after that deadline costs $50; rescheduling after that deadline costs $30 and requires availability and confirmation by GONZA.

Property access: You do not need to be home if valid entry instructions have been provided. If nobody answers, access has not been arranged, or the key or entry code does not work, our team will attempt to contact you and wait 15 minutes after arrival at the scheduled address. If access is still unavailable, the visit is treated as a last-minute cancellation and a single $100 access fee applies.

One fee per affected appointment: cancellation, rescheduling, and access fees are not added together for the same event. The applicable fee will never exceed the scheduled cleaning price. If the team has arrived and cannot enter after attempting to contact you and waiting 15 minutes, the $100 access fee applies instead of the $30 rescheduling fee. Please contact us about emergencies; GONZA may reduce or waive a fee based on the circumstances.

Clear agreement before booking: these fees must be communicated to you and accepted before your booking is confirmed. GONZA will explain any applicable charge before processing payment, and payment requires the appropriate authorization. An estimate request alone does not reserve an appointment or authorize payment or a cancellation charge. The terms accepted when an appointment is confirmed govern that appointment; later website changes do not apply retroactively.

If GONZA needs to cancel or reschedule because of unsafe conditions, severe weather, or an unexpected operational issue, we will contact you promptly, offer available alternatives, and refund any payment for service we do not provide. No customer cancellation fee applies when GONZA cancels.

8. Satisfaction concerns

Customer satisfaction is important to us. If you have a concern, contact GONZA promptly with specific details and allow us a reasonable opportunity to review the issue and work toward an appropriate resolution. This statement describes our service approach and is not an unconditional guarantee of a particular result.

9. Service limitations

Cleaning results depend on materials, age, wear, staining, damage, maintenance history, and access. We do not promise restoration of permanently stained, etched, deteriorated, damaged, or unsafe surfaces. Services outside the confirmed scope require separate approval.

10. Website accuracy and availability

We work to keep website information accurate, but we do not guarantee that every page will always be complete, current, or uninterrupted. Photos and before-and-after examples illustrate possible results and do not guarantee identical outcomes for every property.

11. Intellectual property

The GONZA name, logo, website design, written content, and original visual materials may not be copied or used for commercial purposes without permission, except as allowed by law.

12. Links and third-party services

Links or embedded services may be operated by third parties. GONZA is not responsible for their independent content, availability, or policies.

13. Governing law

These website terms are governed by the laws applicable in North Carolina, without limiting rights that cannot legally be waived.

14. Changes to these terms

We may revise these terms when our website or services change. The effective date above identifies the current version.