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Terms and Conditions

Last updated: September 13, 2026

Who We Are

Altitude Cleaning Crew is operated by Shiny Go Clean LLC, doing business as Altitude Cleaning Crew. Shiny Go Clean LLC accepts customer payments under the Altitude Cleaning Crew name. In these terms, “Altitude,” “we,” “us,” and “our” refer to that business.

We provide residential cleaning services in Reno, Sparks, and other nearby areas we confirm with you. These terms explain the practical policies that apply when you book with us.

Booking, Pricing & Payment

  • We base your quote on the home details, condition, service type, and scope you share with us. Fieldd is the platform we use to manage bookings.
  • Every one-time residential cleaning has a $249 minimum. We confirm your flat-rate price before the cleaning.
  • If the home needs more work than the confirmed scope, we stop and contact you. You may keep the original price and prioritize the original checklist, or approve more cleaning.
  • Approved additional work is $60 per service hour. One service hour means one cleaner working for one hour or two cleaners working for 30 minutes. Crew size does not change the confirmed flat-rate price.
  • We never add a charge without your approval.
  • Billing is processed electronically through Stripe. A valid payment method must remain on file. We cannot see your full card information.
  • Your card may be charged according to the payment terms confirmed with your booking. We send a receipt by email. We may pause future service if a valid payment method is not available.

First-Time Booking Deposit

New customers pay a $50 deposit to reserve the first cleaning. It goes toward the cleaning price.

  • With at least 48 hours’ notice, the deposit remains as a future service credit.
  • With less than 48 hours’ notice, or if we cannot access the home, we retain the deposit.
  • The $50 deposit is the only cancellation or lockout charge for that first appointment.

Arrival & Access

  • We use a 30-minute arrival window to allow for traffic and earlier jobs.
  • Please provide safe, timely access. This includes correct door codes, keys, parking details, and other entry instructions.
  • A lockout occurs when the cleaning professional cannot enter within 15 minutes of arrival.
  • Please make sure working water and power are available in the areas being cleaned.

Cancellations, Rescheduling & Lockouts

We reserve the appointment and cleaner time for you. These fees help cover that time, travel, and the opening held on the schedule.

  • 48 hours or more before the appointment: no fee.
  • At least 24 hours but less than 48 hours before the appointment: $50 fee.
  • Less than 24 hours, a same-day cancellation, or a lockout: $100 fee.
  • A fee will never exceed the scheduled service price.
  • For a first appointment with a $50 deposit, we follow the deposit policy above. We do not add another cancellation or lockout fee.
  • There is no cancellation fee if Altitude cancels the appointment.
  • We may waive a fee for an emergency, exceptional circumstances, or when we successfully refill the appointment.

The same notice periods apply when you ask to reschedule.

Recurring Service & Promotions

  • Regular recurring customers may pause or cancel future appointments. The notice policy above still applies to appointments already on the schedule.
  • Some promotions require a minimum number or frequency of visits. Before you book, we will disclose the required visits, regular price, promotional savings, and any early-cancellation adjustment.
  • Any early-cancellation adjustment will not exceed the promotional savings you actually received.

When We May Stop or Reschedule

We may stop, decline, or reschedule work when conditions are not safe or serviceable.

This includes:

  • Exposed wires, weapons, aggressive pets, threats, or abusive behavior.
  • Biohazards, contagious illness, exposed asbestos, or suspected mold.
  • Hoarding, active infestations, or excessive unsanitary buildup.
  • No working water or power where it is needed.
  • Unsafe entrances, stairs, driveways, snow, or ice.
  • A home condition or scope that is materially different from what was booked.

If we stop because the home is unsafe, inaccessible, or materially different from the booking, the cancellation and deposit rules above may apply. If Altitude cancels for another reason, there is no cancellation fee.

Service Limitations

To protect your home and the cleaning professional:

  • Cleaning professionals do not move furniture, appliances, or other items weighing more than 25 pounds.
  • Cleaning professionals do not climb beyond a two-step ladder.
  • We do not clean roofs, attics, exterior or second-floor windows, gutters, lawns, or other exterior areas unless we confirm that work separately in writing.
  • We do not handle blood, feces, vomit, urine, bodily fluids, mold, asbestos, hoarding, pest waste, rodents, or active infestations.
  • We do not provide pet care, paperwork, errands, or other personal tasks.
  • Laundry is completed only when booked as an add-on, with a maximum of one to two loads.
  • Full wall washing, stain removal, restoration, and harsh or specialty chemical work are not included unless confirmed in writing.

Our 100% Satisfaction Guarantee

We stand behind the work included in your booked checklist and approved add-ons. The guarantee does not cover extra work outside the agreed scope.

  • Please report a quality concern within 24 hours. Tell us the room and missed task, and send clear photos when reasonably possible.
  • If eligible checklist work was missed, our normal remedy is a complimentary re-clean of the affected area.
  • Completed cleaning services are generally non-refundable because the service cannot be returned. After reviewing the circumstances, we may provide a refund, partial refund, or account credit when appropriate.
  • We will correct incorrect charges and charges for services that were not provided.
  • If you are home, we appreciate the chance to fix a concern before the cleaning professional leaves. A walkthrough does not shorten the 24-hour reporting window.
  • We appreciate the opportunity to address concerns directly and make things right. Contacting us before posting a review is welcomed, not required.
  • Nothing in these terms limits legal rights or remedies that cannot lawfully be waived.

Damage, Fragile Items & Valuables

  • Please tell us about fragile, valuable, pre-damaged, unsealed, porous, or sensitive items and surfaces before cleaning. Secure cash, jewelry, gift cards, securities, identifying documents, and similar valuables.
  • We are not responsible for ordinary wear, pre-existing damage, improper installation, manufacturer defects, or damage caused by customer-provided products, unless Altitude or the cleaning professional caused or contributed to the damage through negligence.
  • Please report suspected damage within 24 hours so we can document and investigate it promptly. Include photos and proof of ownership or value when reasonably available.
  • Please preserve the item and affected area for a reasonable inspection. You may take reasonable steps needed to prevent more damage or protect health and safety.
  • When we are responsible, the resolution may be based on reasonable repair cost or actual cash value, considering the item’s age and condition.
  • Any insurance claim is subject to the facts, policy terms, exclusions, limits, documentation requirements, and insurer review. These terms do not promise coverage or payment for any specific incident.
  • The 24-hour reporting request does not eliminate any right that cannot legally be waived. To the extent permitted by law, we are not responsible for indirect, incidental, or consequential damages.

Direct Hiring

For 12 months after your last service, please do not hire or book a cleaning professional introduced through Altitude outside our service. If this happens, a $2,500 placement fee may apply as a reasonable estimate of our recruiting, screening, onboarding, administrative, and replacement costs, to the extent permitted by law.

How Services Are Delivered

  • Cleaning professionals operate independent businesses.
  • Team size and the professionals assigned to your home may change.
  • Altitude coordinates booking, payment, customer support, and service resolution.
  • We vet and background-check cleaning professionals according to our current procedures.

Pets, Supplies & Allergies

  • Please secure pets if they may interfere with cleaning or create a safety concern.
  • If a pet or pet-related condition feels unsafe, the cleaning professional may leave. The cancellation and deposit rules above may apply.
  • Cleaning professionals bring vetted supplies unless we agree otherwise in advance.
  • Please tell us about allergies or product sensitivities before the appointment.
  • If you ask us to use a customer-provided product or vacuum, the damage rules above apply.

Photos & Service Records

  • We may take service photos for quality checks, proof of completion, training, and complaint resolution.
  • We do not photograph people, identifying documents, valuables, or sensitive personal information.
  • Photos are not used publicly or for marketing without permission.
  • Service photos may be retained for up to 12 months and then deleted.

Privacy & Data Use

  • We use information needed to quote, schedule, provide, document, and support your service.
  • We may share necessary information with assigned cleaning professionals, Fieldd, Stripe, and service providers that support booking, payment, communications, and analytics.
  • We do not sell or rent your personal information.
  • Our Privacy Policy explains these practices in more detail.

Questions About a Charge

If you believe a charge is incorrect, please contact us promptly so we can investigate. Nothing in these terms prevents you from exercising any dispute rights provided by applicable law or your card issuer. We may provide booking records, photographs, communications, and proof of service when responding to a payment dispute.

Resolving Disputes

  • Please contact Altitude first so we can review the issue informally.
  • Either side may propose mediation. Mediation happens only by mutual agreement.
  • If the matter remains unresolved, either party may use an appropriate court, including Nevada small claims court when the claim is eligible.
  • Nevada law governs these terms.
  • To the extent legally permitted, court proceedings will take place in Washoe County, Nevada.
  • The informal review process does not pause or eliminate statutory deadlines or legal rights.

Policy Updates

We may update these terms from time to time. Updated terms apply to future bookings made after the new version is published or provided to you. They do not silently replace the terms for an already-confirmed booking.

Accepting These Terms

When you confirm a booking after being provided access to these terms, you agree to the policies that apply to that booking.

Contact Us

Questions or concerns are welcome. We would rather help than leave you guessing.

Email: Email Altitude Cleaning Crew
Phone: 775-376-5527