Customer Service Agreement

Subject to the terms of this Agreement, Latte Cleaning agrees to provide upholstery-cleaning services (the "Service") to the Customer at an address specified by the Customer (the "Premises").
The Service will be for such upholstery cleaning services as agreed with the Customer at the time of booking.
Latte Cleaning will provide one or more upholstery cleaning technicians (the "Upholstery Cleaner") to attend the Premises to provide the Service at a time and date mutually agreed between Latte Cleaning and the Customer (the "Service Time").
Latte Cleaning endeavors to provide the Service faithfully, diligently and in a timely and professional manner.

The Customer represents and warrants that:
it will provide a safe working environment at the Premises for the Upholstery Cleaner to perform the Service.
The Upholstery Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service.
It will provide the Upholstery Cleaner with access to all services and utilities (including hot and cold water, electricity, and garbage can) as required by the Upholstery Cleaner to provide the Service.
It will advise Latte Cleaning prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers.
It is authorized to use the Premises and obtain the provision of Service.
It will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewellery, works of art, antiques, or items of sentimental value prior to the commencement of the Service.

Parking. Customer are responsible for providing the Upholstery Cleaner with any one of the following (which must be within a 1-block radius): a permitted parking space (personal or public), a valid parking permit, or cover all parking fees incurred while cleaning. If a parking spot cannot be found within a 1 block radius by the Upholstery Cleaner or provided by the customer within a 20 minute window, your appointment will be cancelled/and or rescheduled.  In the event that this occurs, you will be charged a $50 cancellation fee.

In-home temperatures should be comfortable prior to the start of service. Under no circumstances will services be performed in an environment that is not physically comfortable for labor. This includes but is not limited to extreme heat or extreme cold. In the event that your appointment is cancelled due to uncomfortable temperatures within your home, you will be charged a $50 cancellation fee.

In addition to the obligations and warranties set out in clause 2 above, the Customer acknowledges and agrees that:

- the Upholstery Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises;

- the Upholstery Cleaner may, either before or during the provision of the Service not provide or cease the provision of the Service where carrying out the Service presents, in the absolute discretion of the Cleaner, a risk to health and safety.

- the Customer must agree to keep children, dependents and pets away from any equipment or hot water being used as a part of the upholstery cleaning process.

- the Customer must ensure that the environment that the Customer is inviting the Upholstery Cleaner  to work in, is a safe environment free from electrical or structural hazard.

- upholstery cleaning solutions should be considered poisonous, and are not for human consumption.

We are pet friendly but appreciate your help in making sure pets are secured and safe on cleaning day.

If you have pets, you are responsible for tending to them during the appointment. We will be running equipment throughout your home during the appointment which means that you need to put your animals away so that they are not able to escape the home nor they will not get in the way while we are there. We do not want anything to happen to your pets so please make arrangements for them prior to the cleaning.

Pet spots are one of the most difficult spots to remove. In some cases a typical cleaning or even a topical pet treatment will not resolve the issue. Customers with pets need to be aware that although some cases can be resolved easily, some cannot. Even with our most intense treatment; pet odors may still exist in the home. For this reason, we are not responsible for the removal of odors, pet or any other origin. We can treat it to the best of our ability however all other variables are beyond our control.

Upholstery cleaning - is not a hair removal service. We make no guarantee to remove all pet or human hair from your upholstery. Please vacuum and attempt to remove excessive hair from your location prior to your appointment. This will assist in accomplishing your desired cleaning results. If there is excessive hair upon our arrival, we will charge an additional $10 per seat to attempt to remove the hair prior to cleaning.

The price payable by the Customer is the quoted price provided by Latte Cleaning.

Any price quoted by Latte Cleaning is an estimate only based on Latte Cleaning's experience, without inspection, and based on information provided by the Customer.

The quote Latte Cleaning provides via email is based on information provided by the Customer to Latte Cleaning, and in the absence of specific furniture, or clearly definable descriptions will be based on standard furniture sizes/seating positions. If the actual work to be performed is different to what has been quoted for, the price will vary accordingly.

Upholstery cleaning prices are subject to the condition of the upholstery. Additional charges may apply for recliners, ottomans, chaises and loose cushions.

The customer must supply full details of the type of furniture and fabric they need cleaned.

The Latte Cleaning will inspect the upholstery and stains before the Service commences.

Some stains are difficult to treat and while every effort is made to treat all stains, we cannot guarantee complete elimination. Urine or other animal stains can remove the color from fibers and such stains cannot be removed. Pet owners should know that an odor may sometimes result from a fungus that is released upon washing.

Stains derived from bleaching agents, acids and permanent dyes may be permanent and cannot be removed with any treatment. Latte Cleaning does not guarantee stain removal for permanent stains.

Latte Cleaning may deem it 'un-feesable' to remove a particular stain or mark on the upholstery when compared to the cost of replacement furniture or a mattress.

Latte Cleaning is not liable for any wear or discoloration of fabric that becomes more notable once dirt is removed.

Latte Cleaning are not responsible for any existing damage to customers property in the form of old stains or burns spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods.

Furniture or mattress upholstery that contains cotton, linen or viscose is one of the most difficult to clean. Strong solutions (with a high Ph value) cannot be used on these upholstery fabrics, that's why most visible stains and soiling, especially if they are more than 6 months old, cannot be removed. For example, natural fabrics strongly absorb color from the clothes you sit on that furniture, or the color of bedding on mattresses. Also, this type of upholstery fades with prolonged exposure to sunlight in some place upholstery (colored upholstery becomes pale, and white or beige upholstery becomes yellow). This fabric fading cannot be corrected by upholstery cleaning. Blood stains that are more than 1 day old, or stains from alcoholic beverages are almost impossible to remove from cotton upholstery. We always do the best we can, but never guarantee the best results on these types of upholstery. Please keep this in mind when ordering an upholstery cleaning.

If the owner of the furniture tried to clean natural (mixed with natural) upholstery on their own, using home products or products from the store, or another cleaning company cleaned that upholstery improperly, - this can damage the upholstery, and leave permanent streaks / stains / discoloration. Although we always do our best to restore such upholstery, sometimes it helps, sometimes not. We do not guarantee the removal of such stains and discolorations. In most cases, it's permanent.

Sometimes you may want to consider replacing if furniture with this type of upholstery is badly soiled and hasn't been deep cleaned for years. 
Check the label on your furniture to find out the composition of the fabric. In any case, before upholstery cleaning, we do a special burn test to determine the composition of the fabric, and will tell you if the composition will be with cotton linen or viscose.

Latte Cleaning do not clean any furniture or mattresses that are contaminated with any kind of mold (except for outdoor cushions and furniture), cockroaches, bedbugs, fleas and other visible insects.  Please take this into account when making your booking and order. If any is found on your furniture when Latte Cleaning arrive at the work site, unfortunately your cleaning will be refused.

There are several variables that affect drying time. Some of these variables can be but are not limited to: amount of soil, humidity (indoors and outdoors), air movement, and density of fibers. For this reason, we cannot 100 % predict the amount of time that it may take for your upholstery to dry. Typically, dry time of upholstered furniture and mattresses varies between 6-24 hours depending on your specific upholstery fabric and level of soiling. We always recommend use a fan or turn on your air conditioning system after cleaning to help greatly reduce the drying time. The more air flow that is allowed to enter the space, the faster all of your furniture will dry. Please allow for excess time for drying.

The minimum charge for any Service is $200.

Surcharges may be charged on any Service booked for weekends, after hours, holidays or inclement weather.

The Customer must email Latte Cleaning at cleansofaorlando@gmail.com 24 hours prior to their actual scheduled appointment time, if they wish to suspend, reschedule, postpone or cancel the Service for any reason.

In the event that such notice has been given, Latte Cleaning will endeavor to reschedule the Service if requested.

In the event that the Customer does not provide 24 hours notice prior to the actual scheduled appointment time, the Customer agrees to pay a cancellation fee of $50 for administrative costs and loss. We are very strict on our cancellation/rescheduling policy, please honor it.

In the event that the Customer late, we wait only 20 minutes, no more. In the event that the Customer does not provide unencumbered access to the Premises for Latte Cleaning or the Upholstery Cleaner to provide the Service, the Customer agrees to pay a cancellation fee of $50 for administrative costs and loss of work.

Latte Cleaning does not pick up or deliver house keys from third persons.

If Latte Cleaning arrive at the job site and cannot complete the work due to inaccurate address provided by the Customer at the time of booking, the Customer agrees to pay a cancellation fee of $50 for administrative costs and loss.

If Latte Cleaning arrive at the job site and are turned away for any reason initiated by the Customer, the Customer agrees to pay a cancellation fee of $50 for administrative costs and loss.

The Customer agrees to pay the price estimated by Latte Cleaning in the Service Time or immediately within 20 minutes after completion of upholstery cleaning.

Payments may be made in Cash, by Zelle, by Venmo, by Cash App (+3% fee), by Credit Card (+3.5% fee).

Latte Cleaning don’t accept checks.

Tipping: Latte Cleaning never requires tipping, but you can tip if you would like. Just leave your tip with your payment and Latte Cleaning will make sure that the money is distributed properly. That is just a special thank-you for our hard work. Also, leaving us review means so much to us. We sincerely appreciate your Thanks!

Payment problems.

If no payment has been made at the Service Time or immediately within 20 minutes after completion of upholstery cleaning, Latte Cleaning will use reasonable endeavors to contact the Customer for payment. In the event that Latte Cleaning cannot contact the Customer or payment is not made at the Service Time or immediately within 20 minutes after completion of upholstery cleaning, Latte Cleaning reserves the right to contact local law enforcement personnel to pursue legal charges against the Customer. Latte Cleaning also reserves the right to pursue legal court proceedings in an attempt to collect monies owed at the Customers expense. In addition to the amounts owed for services rendered, the Customer agrees to indemnify Latte Cleaning for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by Latte Cleaning in connection with a demand, action, contractors or mechanics lien, or other proceeding (including mediation, out of court settlement or any action taken for recovery of debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay an amount by the due date.

If in case of unforeseen circumstances or emergencies, "CLEEN SOFA" LLC does not arrive at the Premises on the day of the Service, "CLEEN SOFA" LLC will offer to reschedule the Service at another time mutually agreed between the Client and "CLEEN SOFA" LLC.

If the Customer is dissatisfied for any reason with the Service provided or has any other complaint after the Service has been provided, it must inform Latte Cleaning within 24 hours of completion of the Service. Latte Cleaning strives to achieve 100% customer satisfaction and will endeavor to resolve the problem quickly and efficiently.

In the event of a customer complaint, the Customer undertakes to give Latte Cleaning the opportunity to rectify all work.

All complaints must be emailed to cleansofaorlando@gmail.com within 24 hours of service completion.

The Customer must inform Latte Cleaning of any incident where an accident, breakage, damage to property or theft has occurred due to any act of the Latte Cleaning within 24 hours of completion of the Service.

To the extent permitted by law, the Customer is not entitled to claim any loss for any incident if the incident is not reported to Latte Cleaning within 24 hours of completion of the Service.

Latte Cleaning shall not be liable for damages resulting from Customer's failure to comply with clause 2: Latte Cleaning is not responsible for damage to any wooden furniture, textiles (rugs or curtains), fragile, delicate, breakable or valuable items, including cash, jewelry, electronic devices, artwork, antiques or items of any value that have not been removed by the Customer from the work area prior to the upholstery cleaning.

Although Latte Cleaning uses special floor coverings in the work area, small amounts of water may get on the floor and will be immediately removed with a dry microfiber cloth during the cleaning process. Latte Cleaning is not responsible for any damage to the floor that may be caused by the slightest amount of water. The customer must notify Latte Cleaning in advance of any delicate flooring in the work area.

The Customer indemnifies Latte Cleaning against all losses or liabilities arising directly or indirectly as a result of the provision of the Service including all losses or liabilities caused as a result of a breach of the warranties of the Customer set out in clause 2; and all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by Latte Cleaning in connection with a demand, action, arbitration or other proceeding (including mediation, compromise, out of court settlement or appeal and including any action taken for the recovery of a debt from the Customer).

Latte Cleaning will not be liable for damages as a result of lack of ventilation and/or properly functioning HVAC system at the Premises.  Ventilation and/or properly functioning HVAC system is necessary to assist in the drying process of wet upholstery. The Customer is responsible for managing ventilation and/or HVAC system functions to ensure the drying process continues without interruption. Failure to do so could result in damage upholstery and the Customer assumes all liability and responsibility for any damages which occur.

Latte Cleaning cannot be held responsible for:

- not completing or providing the Service as a result of a breach of contract by the Customer (including failure by the customer to pay the Upholstery Cleaning, provide utility services, a safe working environment or unencumbered access to the Premises); or any loss or damage incurred by the Customer or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of Latte Cleaning;
- not completing or providing the Service due to an act or omission of the Customer or any other person at the Premises during provision of the Service; 
- wear, damage or stains that cannot be completely cleaned or removed;
- marker or felt-tip marker stains that have appeared after upholstery cleaning with water on the fabric upholstery, due to the inability to check the internal filling of the furniture, which may have retained the production marker or felt-tip marker; 
- any wear or discoloring of fabric or surfaces becoming more visible once dirt has been removed;

- any loss incurred as a result of any breakage or damage to goods, items of value (including antiques, items of sentimental value) or the Premises; 
- any loss, theft or damage while undertaking work (please lock away all valuable);
- for damage caused to the upholstery as a result of any cleaning or stain removal treatment : although greatest care is taken when cleaning, accepting our quotation you authorize Latte Cleaning to proceed with cleaning using the WATER EXTRACTION METHOD.

Latte Cleaning shall not be liable for any odors arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating.

If you upholstery are currently damaged due to urine deposits and/ or feces and/ or vomit, you understand that these deposits can be activated by cleaning, releasing odor and staining materials.  You acknowledge that the upholstery in this condition are of severely lessened value.  There is no guarantee implied or expressed that all will be removed.

The Customer acknowledges that the results of any services provided may vary depending on a number of factors (including time elapsed since Premises was last upholstery cleaning required), and that Latte Cleaning gives no guarantee as to the actual results of the Service.

Latte Cleaning has no liability (including liability in negligence) to any person for any loss or damage, consequential or otherwise, suffered or incurred by that person in relation to the products or services provided by CLEAN SOFSA LLC (including any loss caused by, or resulting directly or indirectly from, any failure, defect or deficiency or any kind of or in the products used or services provided by Latte Cleaning).

The Customer grants permission to Latte Cleaning  the irrevocable and unrestricted right to produce and/or reproduce photographs and/or video images taken of The Premises (including interior inside and outside, furniture or pets if caught in a photo or video) for the purpose of publication, promotion, illustration, advertising, or trade, in any manner or in any medium including but not limited to all forms of social media. The Customer hereby release Latte Cleaning and its legal representatives for all claims and liability relating to said images or video. Furthermore, The Customer grants permission to use any reviews that were given during The Service, with or without The Customers name, for the purpose of advertising and publicity without restriction. The Customer waives all rights to any compensation.

Because we are in a largely tourist town it is no surprise that we are constantly cleaning rental units whether it be for the landlord, property management company, or the tenant. We can only be responsible to the party that is scheduling the appointment. Please do not rely on us to coordinate with any other party that may be involved. Please have as much information and decision making done prior to scheduling an appointment. This makes the entire process much smoother for everyone involved.

Latte Cleaning does not pick up or deliver house keys from third persons.

Latte Cleaning does not move, flip, or reposition furniture in order to avoid any risk of damage. All cleaning services are performed with the furniture in the position and location where it is found upon arrival. Latte Cleaning does not clean the underside or bottom of any furniture. Cleaning will be limited to accessible areas only. The Client is responsible for arranging and positioning all furniture in the desired location prior to the commencement of services. Latte Cleaning is not a moving company and shall not provide relocation, lifting, or rearrangement of furniture and mattresses.

We will clean the upholstery mattress top and the sides. We do not turn the mattresses and we do not clean the mattresses on both sides. If you want to clean the mattresses on all sides, you will need to clean them in two stages with a 1-day interval so that one side of the mattress completely dries out. Please keep in mind that the mattress will need a drying time of 6 to 24 hours after cleaning.

We provide an on-site rug cleaning service, but it’s important to understand that this is not a deep cleaning, as we can only clean the top layer of the rug “on-site”. Therefore, we do not clean rugs that are heavily soiled, have urine stains, or require “rug cleaning plant”, where the rug will be immersed in a special soaking solution and then thoroughly fully washed with shampoo and rinsed multiple times with water. We do not clean dirty rugs  “on-site” that have been stored folded or rolled up for a long time. Please keep this in mind. Such rugs require a full rug cleaning plant service only. The final decision on whether an on-site cleaning is suitable can only be made after a full on-site inspection of the rug.

If there is any furniture on the rug, we will only clean the areas of the rug that are accessible. We do not move furniture and do not clean under furniture (the exception is lightweight chairs or small tables that can be easily moved). If you would like the entire rug to be cleaned, please remove the furniture and clear the rug of any items beforehand.

After the rug is cleaned, it must be allowed to dry completely. Do not walk on the rug or place any furniture or items on it until it is fully dry.

Some types of rugs may become wavy after cleaning. If the rug is woven correctly, it should return to a flat state within a few days. However, if the rug is woven incorrectly and does not flatten out after 7 days, this is considered a manufacturing defect, and we are not responsible for it. Unfortunately, there has been an increase in the number of low-cost rugs from China, India, Vietnam, and other countries that use cheap fibers in production, which can deform after water-based cleaning.

Tufted Rugs. Tufted rugs have a backing attached with latex glue. There is a risk that during cleaning, the latex adhesive may break down, causing delamination and detachment of the backing. While we use the safest cleaning method for such rugs, but we are not responsible for the quality of the latex adhesive or how well it was originally applied. If delamination occurs, it is considered a manufacturing defect.

Natural (wool, cotton, silk, viscose, rayon) Rugs Cleaning Disclaimer:

At Latte Cleaning, we take great care in cleaning natural rugs to preserve their beauty and longevity. However, due to the delicate nature of natural treads and its unique characteristics, we kindly ask you to review the following:

1. Shedding: Natural rugs may shed during and after cleaning. This is a natural characteristic of wool/cotton/silk/viscose and does not indicate damage to the rug.

2. Color Bleeding or Fading: While we use specialized techniques to minimize the risk, some dyes in narrow rugs may bleed or fade, particularly if they are older or have been exposed to sunlight or improper prior cleaning.

3. Pre-Existing Conditions: Stains, wear, or damage that existed prior to cleaning may not be fully removable. In some cases, cleaning may make these conditions more noticeable.

4. Texture Changes: Natural fibers may experience slight texture changes during the cleaning process, especially in high-pile or handwoven rugs.

5. Delicate Areas: Fringes, tassels, and other delicate elements of the rug require special care, and while we take every precaution, these areas are inherently more vulnerable.

6. Liability: While we strive to deliver the best results, we cannot be held responsible for issues resulting from pre-existing conditions, manufacturer defects, or inherent vulnerabilities in the rug.

By requesting our rug cleaning services, you acknowledge and accept these terms. Please feel free to discuss any concerns or specific needs with us prior to cleaning.

This Agreement may be terminated by the Customer by providing at least 24 hours’ notice prior to the Service Time.

Latte Cleaning may terminate this Agreement by providing the Customer with at least 24 hours’ notice prior to the Service Time.

Latte Cleaning may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement, and in the opinion of Latte Cleaning, that breach is incapable of remedy.

Latte Cleaning reserves the right to update or modify these terms and conditions at any time without prior notice, and may do so by publishing an updated agreement on the Latte Cleaning website. Each updated agreement will take effect 24 hours after it has been published on the Latte Cleaning website.

The Customer agrees that any use of the Service following any such change, whether as a single job or as part of a regular cleaning schedule, constitutes their agreement to follow and be bound by the terms and conditions as changed.

The Customer and Latte Cleaning acknowledge and accept that this Agreement shall be construed and interpreted in accordance with the laws of Florida, USA and both agree to submit to the exclusive jurisdiction of the courts of Florida, USA in the event of any dispute.

The Customer agrees that if any term or provision is held invalid, void or unenforceable, then that provision will be considered severable and the remaining terms and provisions shall continue to be binding.

The content of this Agreement is protected by copyright laws and may be used for personal reference only. Subject to applicable law, permission to copy, alter, reproduce, publish, transmit and/or otherwise distribute this content is forbidden without first obtaining the prior written permission of Latte Cleaning.

Updated: 12/22/2025