Updated October 27, 2026

Terms of Service

The terms that apply when you book. Questions? Ask before you book.

Who we are

Vassal is a cleaning service operating in South Florida, run by Vassal Cleaning LLC, a Florida limited liability company. You can reach us at team@vassal.llc or (786) 746-6533.

You must be 18 or older

You must be 18 or older to book with us, to use the Vassal app or our chat, or to clean with us.

We provide residential cleaning. Your agreement for the work is with us — you book with us, you pay us, and we are accountable for the result. The cleaning is carried out by our cleaners, who are independent contractors engaged by us rather than employees. We select them, set the standard and the checklist, schedule the work, and stand behind what they do.

Booking and scheduling

Bookings are made through our booking system. When you book you'll see the service, the price, and the time window before you confirm. We'll confirm your booking and tell you if anything changes.

Give us accurate access details — entry codes, lockbox, parking, pets, and anything a cleaner needs to know. If a cleaner cannot get in, or the property differs materially from what was booked, we may have to reschedule and a fee may apply.

Prices and payment

The price shown when you book is the price for the scope described. If the actual job is substantially larger or dirtier than what was booked, we'll contact you before doing extra work — we won't surprise you with a bigger bill.

Payment is processed by our payment provider. We never see or store your full card number. Recurring bookings are charged on the schedule shown when you book.

Cancellations and rescheduling

You can cancel or reschedule through your account or by contacting us. The cancellation window and any late-cancellation fee are shown during booking and in your confirmation — those terms apply to your booking.

If something isn't right

Tell us within 24 hours of the clean and we'll make it right, normally by sending someone back to correct it at no charge. We'd rather fix it than argue about it.

Photos of your home

Our cleaners take photos on each visit, in the Vassal app (or, in an area that has not moved to the Vassal app yet, in our scheduling platform's app): after photos of the finished rooms, and before photos and photos of any damage. They are part of the service: they show you what was done, and they help us settle any question about the clean or about damage.

Our website, our profiles on booking sites and our social media show only a small, fixed set of after-photos from cleans before this version of our Terms, chosen so nothing in them identifies you or your home: no people or reflections of people, no documents, mail, screens or labels, no house numbers, street or window views, and no location data. We never name your address, building or neighborhood. Apart from that fixed set, photos our cleaners take for Vassal, in either app or on our website, are never used publicly, and we add no new photo to it without first changing these Terms.

If you would rather we never use a photo of your home this way, tell us at any time at team@vassal.llc or (786) 746-6533 and we won't. If one is already posted, we'll take it down within 7 days. It doesn't change your price or your service.

Damage, breakage and missing items

Before your clean. Put away cash, jewelry, watches, medication, firearms, important documents, and anything valuable, fragile, sentimental or irreplaceable, or tell us in writing before the visit which rooms or items to leave alone. We are not responsible for loss of or damage to cash, jewelry or other valuables left out, or to items you asked us to clean or move without telling us they were fragile or valuable.

Reporting a problem. Tell us in writing (text or email) within 24 hours after the clean ends, with photos of the damage or a description of the missing item. We record the condition of your home with photos on each visit, and we rely on those photos and the cleaner's account when we look into a report. Please keep a damaged item as it is and give us a reasonable chance to see it before it is repaired, replaced or thrown away, unless waiting would be unsafe. A report made after 24 hours, or about an item already repaired or discarded before we could see it, may not be accepted.

What we do not cover. Damage that existed before the clean; normal wear and tear; items that were already loose, unstable, cracked, worn, improperly installed or improperly mounted; surfaces or finishes that cannot stand normal cleaning; damage that results from following your instructions or from using products, tools or equipment you provided; and damage caused by pets, children, other people, or defects in the home.

How a covered claim is settled. If we find a covered claim was caused by the clean, we will, at our option, repair the item, replace it with one of like kind and quality, or pay its actual cash value (its value at the time of the damage, after depreciation), not the cost of a new one. Our cleaners are independent professionals; where a claim is covered by a cleaner's own insurance, we may handle it through that insurance and will help you with it.

Missing items. Many items reported missing turn up, so please search first. If something is still missing, report it within 24 hours as above and we will review the visit and speak with the cleaner. A theft claim needs a police report, and we will cooperate fully with the police. We will not treat any cleaner as having taken something without evidence.

Limits. A re-clean, a refund, a credit or an offer to repair is a courtesy and is not an admission of fault. A claim is handled separately from your payment: the clean is still owed, and you agree not to withhold, deduct or dispute payment for it because of a claim. To the fullest extent Florida law allows, we are not liable for indirect, incidental, special or consequential damages, including loss of use, and our total liability for any claim connected to a booking is limited to the amount you paid for that booking.

Pets and access. Please secure pets that may get out, bite or be stressed by visitors. We are not responsible for a pet that leaves when a door is opened as instructed, or for loss or damage that follows access you gave us (codes, keys, doors you asked us to leave unlocked).

What we don't clean

For safety reasons our cleaners do not handle biohazards, human or animal waste beyond normal bathroom and litter cleaning, mold remediation, pest infestations, hoarding conditions, or anything requiring a ladder above standard reach. We'll tell you promptly if a job turns out to be one of these.

Treating cleaners well

Our cleaners are independent professionals. We ask that properties be safe to work in and that cleaners be treated respectfully. We may decline or end service where that isn't the case.

The Vassal app and chat

The Vassal app is for the cleaners who work with us. A client and the cleaner on their visit can message each other in chat: the cleaner in the app, the client on our website. Before the first message, each side agrees to the chat rules: be respectful, with no harassment, threats, hateful, sexual or violent words or photos, nothing illegal, and no phone numbers, emails or ways to pay outside Vassal.

We have zero tolerance for objectionable content and for abusive users. Anyone in a chat can report a message or block the other person. Our team reviews every report within 24 hours. We remove messages that break the rules, and we remove from Vassal anyone who harasses, threatens or abuses someone, or who posts objectionable content.

Hiring our cleaners directly

Cleaners are introduced to you through us. Please don't hire a cleaner you met through Vassal for private work outside the platform while they're working with us and for twelve months afterward.

Governing law

These terms are governed by the laws of the State of Florida. If any part is unenforceable, the rest still applies.

Changes

We may update these terms. The date at the top of this page shows when they last changed, and the version in effect when you book is the one that applies to that booking.

En español: edad mínima

Debes tener 18 años o más para reservar con nosotros, para usar la app Vassal o nuestro chat, o para limpiar con nosotros.

En español: la app Vassal y el chat

La app Vassal es para el personal de limpieza que trabaja con nosotros. Un cliente y la persona que limpia en su visita pueden escribirse por chat: quien limpia en la app, el cliente en nuestro sitio web. Antes del primer mensaje, cada lado acepta las reglas del chat: respeto, sin acoso, amenazas, palabras o fotos de odio, sexuales o violentas, nada ilegal, y sin números de teléfono, correos ni formas de pagar fuera de Vassal.

Tenemos tolerancia cero con el contenido ofensivo y con los usuarios abusivos. Cualquiera en un chat puede reportar un mensaje o bloquear a la otra persona. Nuestro equipo revisa cada reporte en 24 horas o menos. Quitamos los mensajes que no cumplen las reglas, y sacamos de Vassal a quien acose, amenace o abuse de alguien, o publique contenido ofensivo.