Customer Service Agreement

First Coast Property Experts

Effective Date: Jan 1st, 2025

Thank you for choosing First Coast Property Experts for your property cleaning and maintenance needs. This agreement outlines the terms under which we provide our services to ensure a smooth and transparent working relationship. By scheduling a service with us, you agree to the following terms.

1. Overview & Scope of Agreement

When you approve a quote, sign an agreement, or confirm a booking (by email, text or our online forms), you enter into a service agreement with First Coast Property Experts for the specific visit(s) listed. These terms apply in addition to any service-specific notes on your quote, work order or email confirmation.

If anything in your written quote or project proposal conflicts with this agreement, the written quote or project proposal will control for that specific job.

2. Services Covered by These Terms

Interior housekeeping & specialty

  • Recurring housekeeping & maintenance cleaning
  • Deep cleaning and move-in / move-out cleaning
  • Post-construction cleaning
  • Kitchen & living room deep cleans
  • Appliance detailing
  • After-event & party clean-up
  • Office & clubhouse cleaning
  • STR / Airbnb turnover services

Exterior cleaning & hardscape restoration

  • House soft-washing and roof soft-washing
  • Spot-free pure-water window cleaning
  • Surface & flatwork cleaning and pool deck cleaning
  • Paver sanding & sealing
  • Solar panel cleaning
  • Storefront exteriors and restaurant / outdoor dining areas
  • HOA & community amenities

Specialty or custom work (for example, stain removal trials, restoration of pre-existing damage, or work at unusual heights) will always be clearly listed on your quote or project notes before we proceed.

3. Quotes, Estimates & Pricing

How we build your quote

Quotes may be based on in-person walkthroughs, photos, videos and/or standard room or square-footage assumptions. If the actual condition is significantly different from what was described or shown, we will discuss updated pricing with you before proceeding.

Quotes include only the services listed. Add-ons or changes requested on-site may be billed as a separate line item.

Adjustments, change orders & exclusions

We reserve the right to adjust pricing if we encounter unexpected conditions, safety hazards or access issues that materially increase time or materials.

We do not perform structural repairs, electrical or plumbing work, or pest / mold remediation. If we discover issues in these categories, we will point them out so you can involve the appropriate professional.

For large restoration or community projects, a written change order may be required before we proceed with work beyond the original scope.

4. Scheduling, Access & Weather

Access to your property

You are responsible for providing safe access to the property at the scheduled time (gate codes, door codes, keys, parking instructions and any alarm details).

If we cannot access the property or work area when we arrive, a trip fee or full service charge may apply depending on the time and travel already invested.

For move-out cleans, the property must be empty with utilities on unless otherwise discussed in advance.

Weather & exterior services

Exterior work is weather-dependent.

Heavy rain, lightning, high winds or extreme temperatures may require us to pause or reschedule for safety and quality.

Paver sealing and other coating work will not proceed if moisture, temperature or dew conditions would prevent proper curing.

If we must reschedule due to weather or safety concerns, we will contact you as quickly as possible to set a new date.

5. Furniture, Vehicles & Heavy Items

Interior services

We ask that surfaces be reasonably decluttered before our arrival so our team can work efficiently and safely.

We do not move extremely heavy, fragile or specialty items including but not limited to:

  • Pianos
  • Safes
  • Large sectionals
  • Waterbeds
  • Aquariums
  • Large appliances still connected to utilities
  • Items mounted to walls or floors

We may slide lighter furniture a short distance to clean under or behind it at our discretion.

We are not a moving company and cannot guarantee against damage to older or unstable items.

Exterior & hardscape services

Before we arrive for exterior cleaning or paver work, please move vehicles, planters, grills, furniture and décor out of the work area.

If large furniture, landscaping features or vehicles remain in the work zone and were not disclosed ahead of time, we may:

  • Clean around them
  • Move them for an additional handling fee
  • Reschedule the service with a trip charge

Any items we agree to move are handled at your risk. Pre-existing rust, oxidation, loose fasteners or failing welds are not the responsibility of FCPE.

6. Interior Housekeeping & Specialty Services

Scope & limitations

Our standard checklists for housekeeping, deep cleans, move-ins/outs and specialty work are described on the relevant service pages.

We do not handle:

  • Biohazardous materials
  • Infestations
  • Hoarding situations
  • Construction debris beyond what is listed in your quote

Some stains, etching and wear are permanent and may not respond to cleaning. We will advise you when a stain or damaged surface is unlikely to improve.

Pets, children & security

Please secure pets and communicate any instructions about gates or areas that must remain closed.

Children should be kept clear of active work areas for safety.

We treat alarm codes and access information as confidential and only share them with team members assigned to your property.

7. Exterior Cleaning, Soft-Washing & Windows

Chemistry, plants & surroundings

We use professional detergents and plant-protection practices appropriate for the service being performed. We may pre-wet, cover or rinse landscaping. Some delicate or stressed plants can still react to minor overspray or soil chemistry changes. We cannot guarantee against every possible plant reaction.

Windows, oxidation & existing conditions

Pure-water window cleaning removes typical dirt and spotting. Etched glass, hard-water staining and fabrication debris may not fully clear.

Cleaning may reveal pre-existing oxidation, fading, or surface failure previously concealed by dirt or organic buildup. These conditions are not considered damage caused by cleaning.

Oxidation on older siding, metals and painted surfaces can react unpredictably during cleaning.

For roofs we follow manufacturer-aligned soft-wash methods and will not walk roofs presenting unsafe conditions.

8. Paver Sanding, Sealing & Slip-Resistance

Our hardscape restoration work follows material science and manufacturer-aligned methods. However, natural variables and installation quality may limit results.

Efflorescence, color & joint movement

Efflorescence is a natural mineral process common to pavers and concrete. We remove visible efflorescence prior to sealing but future occurrences are not considered a failure of our approach.

Sealers may deepen or slightly alter color tone. Original paver variations or repairs may create color differences.

We stabilize joints but cannot correct structural base failures without separate repair work.

Slip-resistance & optional grip additive

Any sealed surface may become more slippery when wet. At your request we can add a polymer grip additive to improve traction on pool decks or entryways. FCPE cannot guarantee any surface will be completely slip-proof.

Cure times & access

You agree to keep people, pets, vehicles and sprinklers off sealed surfaces during curing (typically 24–72 hours). Driving, dragging furniture or introducing water before full cure may cause marks or whitening not covered under warranty.

9. Health, Safety & Environmental Practices

Team safety

Technicians follow appropriate safety practices and PPE use. We may pause or refuse work if conditions are unsafe.

Environmental practices

We strive to prevent wash water or chemicals from entering storm drains where prohibited by law. For large projects we may recommend wastewater management practices.

10. Payments, Deposits & Cancellations

Payment terms

Payment is due upon completion unless otherwise agreed in writing. Deposits or staged payments may be required for larger projects. If payment is not received within 24 hours of completion, the card on file may be charged automatically.

Cancellations

  • 48+ hours notice: no charge
  • Within 48 hours: $75 fee
  • Within 24 hours or no-show: full service charge may apply

Schedule Gap Adjustments (Skipped Visits)

Our recurring pricing assumes a regular maintenance schedule. If a recurring appointment is skipped or rescheduled resulting in an extended gap between cleans, an adjustment of $20 per additional week will be added to your next scheduled service (e.g., skipping a bi-weekly clean creates a 4-week gap, resulting in a $40 adjustment on the next visit). This ensures our team is compensated for the extra time and effort required to address additional buildup. Recurring services that are paused or skipped repeatedly may require a full reset to first-visit pricing.

11. Satisfaction, Re-Cleans & What’s Reasonable

If you are unhappy with any area serviced, please contact us within 24 hours. Re-cleans apply only to the original scope of work. We do not guarantee removal of permanent stains, heavy oxidation, failed sealers, or structural issues.

12. Photos, Marketing & Privacy

Our team may take before-and-after photos for documentation, training, and marketing. We avoid capturing identifiable information whenever possible. Images may be used for marketing unless you opt out prior to service. To opt out, email us before your appointment. We do not sell customer contact information.

13. Liability, Damages & Limits of Responsibility

FCPE carries appropriate insurance and takes care to protect your property. We are not responsible for:

  • Pre-existing damage or defects
  • Failing installations or worn materials
  • Damage resulting from failure to follow preparation or post-care instructions

Any concerns must be reported within 24 hours of service.

To the fullest extent permitted by Florida law, the maximum liability of First Coast Property Experts for any claim related to services performed shall not exceed the amount paid for the specific service giving rise to the claim.

14. Property Condition Acknowledgement

By approving service, the customer acknowledges that surfaces being cleaned or treated may already have wear, fading, oxidation, cracks, failing sealers, loose materials or structural deficiencies. Cleaning processes may reveal these conditions.

FCPE is not responsible for visual changes or deterioration caused by age, previous coatings, poor installation or existing surface conditions. Cleaning services are cosmetic maintenance services and do not constitute structural repair.

15. Force Majeure

FCPE shall not be liable for delays or inability to perform services caused by events beyond reasonable control including:

  • Severe weather
  • Natural disasters
  • Power outages
  • Supply shortages
  • Equipment failure
  • Government restrictions

Services will be rescheduled at the earliest reasonable opportunity.

16. Customer Indemnification

The customer agrees to indemnify and hold harmless First Coast Property Experts, its owners, employees and contractors from claims or liabilities arising from:

  • Unsafe property conditions
  • Undisclosed hazards
  • Failure to follow service preparation instructions
  • Interference by third parties during service

17. Governing Law

This agreement shall be governed by the laws of the State of Florida. Any disputes arising from services performed by First Coast Property Experts shall be handled within the courts located in the State of Florida.

18. Dispute Resolution

Both parties agree to attempt good-faith resolution before legal action. If a dispute cannot be resolved directly, claims may be addressed through mediation or small claims court where applicable.

19. Changes to These Terms

We may update these Terms & Conditions from time to time. The most current version will always be available at: firstcoastpropertyexperts.com/terms-and-conditions

Continuing to schedule services after updates constitutes acceptance of the revised terms.

20. Service Plan Commitments & Recurring Agreements

Plan tiers

FCPE offers three commitment levels for recurring services:

  • A La Carte (no commitment): Full per-visit rate. Cancel or skip any visit with 48 hours notice. No long-term obligation.
  • 6-Month Commitment: 10% discount off the A La Carte rate. Rate is locked for the 6-month term. Priority scheduling and a reserved time slot for the duration of the plan.
  • 12-Month Yearly Plan: 15% discount off the A La Carte rate. Rate is locked for the full 12-month term. Priority scheduling, reserved time slot, and first right of refusal on preferred scheduling windows.

Rate lock guarantee

Once you approve a commitment plan, your per-visit rate is locked for the full term regardless of any general price adjustments FCPE may make during that period.

Early termination

If you cancel a 6-month or 12-month plan before the commitment term ends:

  • Any visits already completed will be retroactively re-billed at the A La Carte rate for those services.
  • The difference between the discounted rate paid and the A La Carte rate will be invoiced as an early termination adjustment.
  • This does not apply if FCPE is unable to fulfill scheduled services.

Frequency & scope changes

You may request changes to your service frequency (e.g., biweekly to monthly) or scope (e.g., Scope A to Scope B) during your plan term. Rate adjustments will apply based on the published rate for the new frequency/scope at your current commitment tier. The commitment term does not reset.

Automatic renewal

Plans do not auto-renew. Before your plan term ends, we will reach out to discuss renewal options. If no renewal is confirmed, service continues at the A La Carte rate on a per-visit basis.

Pauses & holds

You may pause recurring service for up to 8 weeks per plan term (e.g., for travel or renovation) without affecting your commitment. Pauses beyond 4 cumulative weeks may result in the plan reverting to A La Carte pricing for the pause period.

Deposits on plan services

Plan services do not require an upfront deposit unless combined with a large one-time project (e.g., paver sealing). Recurring visits are billed upon completion of each visit.

Questions

If you have questions about how these policies apply to your project, please contact us before your service. We are happy to clarify expectations.

The Gold Standard, Every Time.