Terms & Conditions

Terms & Conditions set by Total Floor Care (also referred to as TFC) are subject to change without notice. Client agrees to terms and conditions by scheduling services with Total Floor Care. The term "Client" describes the person or organization receiving a service from Total Floor Care. Access to our up-to-date terms and conditions are available by clicking on the Terms & Conditions text written within the confirmation and receipt emails and available at request by contacting us via our website, phone, or email. Each invoice and estimate shows web address for up-to-date Terms & Conditions. 
(https://pro.housecallpro.com/TotalFloorCareLLC/7639/terms)

Performance of our services signifies an unconditional release of any and all responsibility for real or imagined damage caused by our attempted services. Carpet that is loose at the seams or along walls, broken tile or grout, concrete/wood floors, or poor installations are cleaned at Client's own risk. Client has chosen not to remove breakable items from furniture, which we are able to move in order to clean tile, VCT, or carpet, and is releasing Total Floor Care of all liability for possible damage to breakable items. Air movers and dehumidifiers will be required to remove moisture in air after service has been performed.

It is considered accepted industry practice to use the reclaimed cleaning water to irrigate your lawn or other landscaping, or to dispose of it on-site by means of the EPA approved sanitary sewer system for further treatment.

SPECIAL EQUIPMENT: 
In order to provide a proper and effective cleaning of service areas, Total Floor Care technicians need full access to all of their senses. That includes free and uninterrupted access to their nasal senses. Masks and other interrupting equipment will hinder the technicians ability to properly utilize their cleaning chemicals and equipment. 

In the event that a service area requires special protective equipment, (facial masks, eye protection, hearing protection, etc.) it is the responsibility of the customer to provide Total Floor Care technicians with any and all equipment. All special equipment must be provided in new condition to the technician at the time of every service. If Total Floor Care is to provide any of the special equipment for the technicians at a service location an additional charge will be applied to each invoice. Since the equipment will need to be new for each service, the additional charge will be applied for as long as Total Floor Care is providing any of the special equipment. 

ESTIMATES: 
Estimates, sometimes referred to as Proposals, provided by Total Floor Care are valid for sixty (60) days from Estimate date. After that date the Estimate is no longer valid and TFC technician will have to re-estimate prior to service.

SERVICES: 
All services are performed on areas agreed upon and are accessible at time of service. “ACCESSIBLE” refers to areas of the floor that are free of items (chairs, tables, mats, boxes, etc.) and give enough clearance for our cleaning equipment to freely pass through without interference. Generally this is a minimum of three (3') feet, areas may need to be wider if equipment needs to be turned around. Prior to service, unless agreed to in written Estimate, Work Order, and Invoice, Client is to sweep/vacuum floor, and move/arrange items in order to perform service. Excessively dirty floors, such as noticeable debris or trash, paint, clumps of dirt, etc., may be subject to a cleanup charge in addition to the service price. Floor mats may also be subject to a pick-up charge. Air movers, such as fans and air conditioners, may be necessary to aid in drying after service has been performed. Rain or high humidity will add to dry times. Failure to use air movers may result in floors that will not dry quickly and musty odors where services were performed. Application of stickers, tape, adhesive applied products, or other markers on floor voids all warranties or guarantees of floor condition offered by Company.

Total Floor Care reserves the right to cancel or refuse service if conditions at time of service are not as they were when agreed upon at time of pricing or scheduling. These conditions include, but are not limited to, excessive debris on the floor (determined by Total Floor Care technician at time of arrival), damage to floor or floor finish that was not noted at previous service or at time of estimate, inaccessible areas, lack of water/cleaning materials/electricity, or otherwise unsafe conditions. If service is cancelled or refused by Total Floor Care, the reason will be explained to the Client via phone call, email, or visit by Total Floor Care, and will be noted in the system work order notes.

FURNITURE: 
Total Floor Care is not responsible for moving furniture for its cleaning service unless stated in writing on Estimate, Work Order, Invoice, and/or Service Agreement. It is the discretion of the Total Floor Care technician to shift chairs in order to clean under them. However, moving or shifting more than two (2) chairs in residential service, and more than five (5) chairs in commercial service may result in an additional charge due to the consumption of time and effort it takes to move them. No other items are permitted to be moved by Total Floor Care unless stated in Company documents and/or agreed to by Total Floor Care technician performing service. Any items that are moved will be removed from their original place and must be re-positioned by the Customer after the floor is dried and is ready to be walked on. 

TILE & GROUT: 
Our service requires an unconditional release of any and all responsibility for real or imagined damage caused by our attempt to service your tile/grout lines (i.e. poor workmanship, cracked, stained, etched or degraded tile/grout, damaged tiles, water stains, bubbles in grout, loosened or missing grout, etc.) We cannot guarantee that all grout will be uniform in appearance but will do all in our power to blend any discoloration. We cannot guarantee the integrity of existing grout.

CARPET: 
Use extreme caution when stepping from damp carpet to hard surfaces as slipping is possible. Towels are recommended on hard surfaces for stepping from carpets. Some stains are permanent but all efforts will be made to remove them. Carpets will take up to several hours to dry.

UPHOLSTERY: 
The manufacturer/retailer does not guarantee upholstered furniture coverings against fading, shrinkage, wash-ability, clean-ability nor can we make these guarantees to our Clients. Stain and discoloration removal cannot be guaranteed.

VCT/LVT/FLOOR FINISHED (WAXED) FLOORS: 
Dragging of items; marking with paint, markers, or other writing implements; placing stickers/placards, tape; or any other damage to the floor finish by the Client or their customers such as scratches by shopping carts, boxes, or handcarts; or dropped items onto the floor will void any warranty or guarantee made by Total Floor Care to maintain the shine and condition of the floor. The above actions are considered Client wear and tear and any extra actions to repair damage to the floor finish will result in a billable service. It is always recommended to carry items rather than drag them across the floor. Any stickers that must be placed on the floor finish are done at the Client's risk and may result in damage to the floor finish when removed. Use of abrasives, acidic cleaners, mineral spirits, or acetone will damage the floor finish.

GENERAL PAYMENTS/DUE DATES: 
Payments after the service are considered an extension of credit to Client from Total Floor Care. Payments may be required before, or at time of service. Types of payment are written on Invoice. In the event legal action is taken to secure payment, Client agrees to pay all legal fees as permitted by law. 
-CREDIT CARDS: Credit card payments may result in a 3.5% surcharge for processing. 
-RESIDENTIAL CUSTOMERS: Payment is due at time of service. 
-COMMERCIAL CUSTOMERS: Payment is due within fourteen (14) days unless stated otherwise on invoice. A due date of "Due Upon Receipt" or "Upon Completion of Service/Work" indicates that payment is due the same day as service. Deposits can be made prior to time of service and will be indicated on the invoice.

LATE FEES: 
Payments not received by the due date may be subject to a late fee of two and a half percent (2.5%) every first (1st) and sixteenth (16th) of the month following the due date until the full balance is paid. This late fee applies to the current balance on the late fee day. Partial payment will not suspend the late fee on the remaining balance. 

SERVICE PLANS: 

DESCRIPTION/OVERVIEW OF SERVICE PLANS: 
Service plans are designed to provide the optimal service at the lowest yearly cost. In order to offer such services, plans are agreed to in their entirety. Such Service Plans are Agreements between Total Floor Care and the Client and are assumed to be entered into by Client by acceptance of Estimate and/or scheduling of first service. Service Commitment Agreements may be signed in order to ensure the full compliance of Service Plan by Total Floor Care and Client but is not required for Agreement to be in effect. Special terms of Service Plan may override some conditions in the standard Terms and Conditions and will be specified in the Service Plan Estimate or Agreement.

Service Plan services are designed to maintain the floor’s condition throughout the year. It is not designed to eliminate the standard cleaning of the floors by the client. Our services enhance the look of the floor only when coupled with routine client cleaning. Customers with VCT flooring must use cleaners that are labeled as "neutral" or state they have a neutral pH level. Use of other cleaners will void any warranty or promise of floor condition made by Total Floor Care. 
All efforts are made to ensure that all planned services are provided during the twelve (12) month Service Plan. All services must be completed within the twelve (12) month period or will be forfeited. Monthly Service Plans will have services performed every month, (generally defined as a four (4) week period) but can be rescheduled by Total Floor Care or Client no more than five (5) weeks apart. Bi-weekly services will be performed every two (2) weeks, but can be rescheduled by Total Floor Care or Client no more than three (3) weeks apart. Weekly Service Plans cannot be rescheduled outside of the seven (7) day window of original service date. Rescheduling of a service does not alter future service dates. Any weekly/monthly service that is not performed due to Client rescheduling or postponing will be forfeited. If two (2) or more consecutive services are cancelled by the Client, the Service Plan may be restarted. Such an incident may result in a new, higher yearly Service Plan price to pay for partial or all of the Service Plan that was disrupted. This event will be handled in a case-by-case basis to determine the situation and proper remedy for disrupted Service Plan.

DESCRIPTION OF SERVICE PLAN PAYMENTS/INVOICES: 
Service Plans are agreed to by Client and Total Floor Care in their entirety. Once the initial service of the Service Plan is performed the Client agrees to pay the entire amount of the Service Plan, even if cancelled by Client prior to ending of the Service Plan. Service Plan price is for twelve (12) consecutive months of service. Service Plan pricing is for the monthly/weekly inspection of the Customer’s floor and the general expectation of services to be provided. These services are not broken down into individual prices, instead a total yearly price is established. To ease the burden of paying for the entire Service Plan upfront, the Service Plan price has been broken down into monthly or weekly payments. Any difference between “Yearly Paid in Full” price and “Monthly” payment is to be considered a credit extension charge for the extending of credit for Service Plan. This payment agreement is agreed upon by Total Floor Care and the Client by scheduling and performance of initial service. Any services performed by Total Floor Care outlined within the description of the Service Plan during the yearly plan are benefits of the Service Plan and are free of charge. All services follow the schedule laid out in Estimate and Service Plan Terms & Conditions above. The intensity of each of these services are to be determined at the time of service by a Total Floor Care technician.

FAILURE TO PAY: 
Failure to pay the Service Plan monthly/weekly agreed upon price on time may result in a late fee of 5% of the monthly/weekly invoice price, starting on the fifteen (15th) of the month following the invoice due date. If payment is not received within sixty (60) days from invoice date, the Service Plan is put into default and all remaining balance for the Service Plan is due immediately, within fourteen (14) days. If the Service Plan goes into default, services will be suspended. Email notification of suspension will be sent to the email on file. Service will resume when outstanding balance is made current if paid prior to the ninety (90) day collection deadline explained next. At ninety (90) days from invoice date, if payment is not received in full or no repayment agreement is made between Total Floor Care and Client, the debt may be released to a Collections agency to recuperate payment or legal action may be taken. Payment made after the ninety (90) day collections deadline will bring Client into Good Standing status but current Service Plan will be terminated and a new Service Plan will be created due to the extended time that service was not performed on the Client’s floor. Any attempts by Total Floor Care to recuperate money from Client is merely an attempt to be paid for services rendered and agreed upon as defined by the definition of the Service Plan payment structure.

SERVICE PLAN CANCELLATION/RENEWAL: 
Cancellation of Service Plans are due in writing thirty (30) days in advance of service anniversary. Cancelling services prior to the year anniversary or changing the number of services does not lower the price of the Service Plan and any balance will be due in full within thirty (30) days of cancelling the plan. Service Plans may renew automatically depending upon agreement between Total Floor Care and Client. Client may not receive a new proposal if price does not change. Service Plan prices are subject to current Service Plan prices and may be reviewed and adjusted to current at anniversary date renewal. If the Service Plan or Service Plan price is to change, a proposal with the new Service Plan description and price will be submitted to Client for approval at least forty-five (45) days prior to renewal date. All cancellation or Service Plan change requests MUST be submitted in email or written letter. Email your request to: info@totalfloorcareri.com. Include your company account name in the subject line. You can also send a written cancellation addressed to:

Total Floor Care 
P.O. Box 246 
Windham, CT. 06280

Written cancellation must be received by us no later than thirty (30) days prior to automatic renewal. A Total Floor Care representative will reach out to you when such cancellation is received. Text message or phone call cancellations will not be accepted.

SUSPENSION OF SERVICES: 
Service Plans and payments may be suspended in the event of shut down to Client due to government or judicial order. This suspension option is only valid in the event that local, state, or federal government orders that no customers or staff are allowed entry to the services building. If any of the areas serviced at that location is still in operation or accessed by staff or customers this suspension is not available. In order for said suspension to take effect, Client MUST contact Total Floor Care to communicate shut down of Client business and arrangements must be made to resume payment and services. In the event of no arrangement being made, payments will still be required monthly/weekly. This is a rare situation and will be addressed in a case-by-case instance. Documentation must be presented by Client that there is such an order. 

UN-SERVICEABLE/INACCESSIBLE CONDITIONS/LOCK-OUT: 
In the event that TFC technicians arrive to customer's location for a scheduled service and are unable to provide service due to conditions that are not suitable for service, such as items covering the floor, disagreement about service performance, etc., TFC reserves the right to charge the customer an Un-serviceable Conditions charge of 50% of full invoice price. If a certain area is un-serviceable TFC reserves the right to not service that area and continue servicing the other areas at full invoice price. If service has begun and areas become un-serviceable to the point that TFC technicians must leave without completing service, TFC reserves the right to charge full invoice price or reschedule remaining areas, depending upon circumstances of departure. Stickers and other items attached to the floor may deem an area un-serviceable. The machines used to clean and/or burnish the floor may become damaged or damage the stickers or items on the floor. If these items are on the floor a Total Floor Care technician may deem the area to be un-serviceable for machine cleaning, machine burnishing, or both. In the event that the Client is not at the location to allow access to the service area, Total Floor Care technicians will wait for a maximum of fifteen (15) minutes past scheduled service arrival time. If the area is not able to accessed within that time the technician will leave and the Client is responsible for the entire service price amount. Notice of failure to provide access will be presented on the invoice. 

PARTIAL SERVICE: 
In the event that TFC technicians arrive at the customer’s location for a scheduled service and TFC must cancel further service, either by request of customer or at discretion of TFC management for reasons that would be expressed to customer prior to cancelling, customer is responsible for 50% of total service price. 
In the event that a service has begun and TFC must cancel service, either by request of customer or at discretion of TFC management for reasons expressed to customer prior to cancelling, customer is responsible for 100% of total service price.

Such examples of cause for cancellation are as follows, by not limited to: safety concerns, work hazards, customer employees/other persons in service area, abusive/disruptive/argumentative customer/staff, disagreement of policy (both customer and TFC), etc.