PRO FLOW EXTERIOR CLEANING & POWER WASHING
SERVICE AGREEMENT

These terms of service are designed to help our clients understand the service they are purchasing. These terms clarify and describe our guarantee, exclusions, cancellations and potential problems we strive to avoid if at all possible. With your help, these issues can be averted to ensure a successful service to you and your home. These Terms of Service define the responsibilities and liabilities of Pro Flow Exterior Cleaning & Power Washing and our customers.

By scheduling an Initial Cleaning or recurring service with Pro Flow Exterior Cleaning & Power Washing, you are agreeing to accept the following terms and conditions:

Clear Expectations and 100% Satisfaction is our Goal: Since exterior cleaning is a very personalized and subjective to many exterior and weather factors. We cannot guarantee that every surface will come completely clean. Or every stain removed.  However, we try our very best to communicate cleaning expectations in lieu of these situations to ensure each client understands the expected outcome. If you are not satisfied with our cleaning service for any reason, please contact us within 24 hours of your cleaning and we will arrange a return visit at no additional cost to you to inspect the area and provide a remedy if applicable.

Insurance and General Liability: We carry a $1,000,000 General liability insurance policy to ensure your property is protected in the event of an accident or liable property damage.

Authorizations: Client agrees to allow the company on the property for the purposes of completing cleaning services requested. Due to unforeseen circumstances such as bad weather, the cleaning service may need to be moved to the next available business day. Client understands that the company will do their best to accommodate for a quick reschedule but must work around other scheduled clients and weather. Pro Flow Exterior Cleaning & Power Washing also has the permission to visit the property with little or no notice to assess service needs prior to the date of service, as well as to check completion after services have been rendered.Water Access: Client agrees to allow Pro Flow Exterior Cleaning to utilize their residential or commercial water source via outdoor spigot, which will be turned on and easily accessible on the date of service. If on well water, or if in an area with low water pressure or volume, client agrees to inform the company in advance. Low water volume will result in longer job completion times and service rates will be higher due to increase cleaning time.  If clients water source is not sufficient (ideally water flow less than 5 gallons per minute), for cleaning service, they must inform Pro Flow Exterior Cleaning prior to service so they can adequately prepare to bring water with them to cover required flow. There is a minimum fee of $150 for Pro Flow Exterior Cleaning & Power Washing to bring water to complete or bridge the cleaning service due to the extra required equipment and fuel costs associated with weight barriers to transport and feed the water from our tanks. Crew members are to inspect any spigot previous to cleaning to ensure there is no damage to area and inspection after.

Electrical: Pro Flow Exterior Cleaning does not hook up to the homeowner’s power as our equipment is powered by our own systems or ran on fuel. We only hookup to your home's spigot or well for water. Pleas ensure all exterior power outlets are covered/closed. We recommend you shut off all outside electrical outlets and fixtures at breaker box prior to arrival (Not Required).
 

Risk and Releases of Liability Acknowledgement: Pro Flow Exterior Cleaning & Power Washing technicians are well-trained in the equipment used in the cleaning industry and take extreme precautions in making sure the company does not cause harm to your property. Pro Flow Exterior Cleaning & Power Washing uses safe techniques with the use of soft wash and low pressure on delicate surfaces such as siding, soffitt, fascia etc. However, damage can still occur to any delicate surface due to poor maintenance, neglect to the property and or low-grade building materials. Routine maintenance per manufacture’s recommendations on the homes surfaces, should be implemented by homeowners to avoid any potential defects. Prior to washing the home or cleaning any surface, any areas of concern need to be addressed by the homeowner to ensure a watertight seal.

• To aide in damage prevention and water intrusion damage:
  • Ensure any video surveillance cameras or door cameras are covered.Please have all windows and doors shut tightly.
  • Ensure all exterior power outlets are covered/closed.
  • Doors and Window seals are shut and closed tightly
  • Areas of loose vinyl are securely fastened and staff notified
  • Exposed holes in siding or around electrical boxes should be sealed
  • While the company has implemented procedures and processes to tape off such areas, we suggest the client shut off power to all exterior outlets that are not covered with exterior covers. Pro Flow Exterior Cleaning will not be held liable for electrical outages caused by uncovered exterior outlets, cable boxes, utility panels etc. The client is responsible for ensuring these areas are property covered prior to cleaning. Our cleaning solution contains concentrations of Sodium Hypochlorite - a chlorinating agent containing salt which can be an electrical conductor.

On the date of service, the company will visually note any pre-existing damage. Crew members will take photos of noted damage. The Homeowner will be informed of any damage prior to starting work. If homeowner is unavailable, the office manager will notify the client of any damage before work along with supporting documentation. If any new damage is found during the cleaning process, the company will cease all cleaning efforts until the client can see the damage and acknowledge its existence. Pro Flow Exterior Cleaning & Power Washing will not be held liable for any and all existing damage; Loose vinyl siding, streaking caused by removed oxidation from previous cleaning, chemical stains, chipped or faded flashing, synthetic stains etc.

Client understands that the company has set procedures to ensure plant life around the area of cleaning is protected. Client understands that their wash could be scheduled during midday sun and there could be potential for leaf burn as water can get on and around the plant during the cleaning process. If any issues arise with plant life around the area of cleaning, the company will evaluate to see if plant life suffered from leaf burn and will recover or if it has been killed. The company will then determine plan of action after evaluation of plant life.

House Wash Acknowledgement & Oxidation: For awareness, we encourage each client to test for oxidation prior to our arrival. Signs of oxidation are as follows: chalky white powder on the siding and the clear luster removed. Light and dark streaking on the siding caused by inconsistent oxidation removal with High-Pressure water use. Pro Flow Exterior Cleaning & Power Washing utilizes soft wash and low pressure cleaning methods which will not disturb or remove the oxidation layer.

How to test for Oxidation: Simply access the side of the home that receives the most sun exposure. Place 1-2 fingers together and gently rub the siding surface. If you see or notice a white chalky film on your fingers, the siding is oxidized. Don't be alarmed! This is completely naturally occurring due to frequent sun and UV-Ray exposure.

The Client understands that any blemish or flaw or any existing oxidation may be more noticeable after cleaning. Oxidation is more visible on Vinyl/Aluminum/Hardie Board Plank siding, and more noticeable on dark or tan colored pigments i.e. blues, greens, burgundy, tan and grey. Please understand if your home suffers from oxidation, you may see this difference after cleaning. When the home is covered with algae, dirt and debris, those blemishes may not stand out as much as it would be after it has been cleaned. The client understands that Pro Flow Exterior Cleaning may not find every flaw and is not reliable if it is more noticeable after wash unless it is found to be of negligence on the company's end. Client also understands that majority of our quotes are provided site unseen and based off provided photos or use of google maps software, that we will not be able to note any flaws in exterior surfaces. We are not liable for any unacknowledged flaw and will do our best to point this out at date of cleaning. Client also understands that our cleaning solution is specifically designed for our cleaning services and it will not cause any discoloration or damage to the siding.

Cancellations and Rescheduling:  We make every attempt to ensure customers are prepared and aware of their scheduled appointment prior to our arrival. Cancellations and rescheduling is acceptable up to 2 hours prior to the scheduled service appointment. Scheduling is vitally important to ensure we arrive to each clients property within the time range provided and aides in managing fuel cost. With your help and communication, we can avoid "No Service or Failed Service trips".

Failed Service Trips: In the event the appointment is not rescheduled or canceled as mentioned above and staff members arrive to your property for service, we will complete the service as agreed and invoice under our standard payment terms. If we are unable to start or complete your scheduled project due to: Vehicles in the cleaning path, items not removed, no water access, locked gates or inaccessible areas, the customer will be charged a minimum Failed Service trip charge of $75. This Fee will be invoiced and due upon receipt. Rescheduling of said job or new service will require pre-payment of the total invoice. 

Surface Cleaning: Cleaning masonry surfaces can be a challenging task. Concrete, Brick, Paver and other masonry surfaces are porous and sponge-like, therefore, these surfaces soak up liquids and contaminants after contact has been made with the surface. Pro Flow Exterior Cleaning & Power Washing utilizes proprietary industrial cleaners, acids and degreasers to help lift heavy stains, however we do not guarantee removal of such stains. Our expectation is to only clean and remove organic stains unless otherwise requested by the client. Synthetic stains such as oil, grease, rust, paint and any such stain that did not originate organically will need to be further evaluated for the appropriate cleaning process (additional fees apply). Most synthetic stains, especially oil and grease will leave behind a shadow after cleaning depending on the length of time it was exposed on the surface. Pro Flow Exterior Cleaning will not be held liable for surface etching caused by the use of industrial-strength cleaners or acids.
 

Pricing Adjustments: Majority of quotes are completed site unseen using google maps, software and verbal approximations from the client. Quotes provided are based on these findings alone for site unseen projects. Pro Flow Exterior Cleaning & Power Washing reserves the right to modify job prices and each job is subject to change if square footage, siding material, or any other area differs from the quote. This will be communicated with the client prior to moving forward with completion of work.

Payment for Services: Payment is due immediately after the completion of work or by 11:59pm of the service day. All receipts and statements will be emailed.

• Cash Payment: Cash payments can be made directly to staff onsite. If you would like to pay in Cash and will not be home during the service appointment, the customer will communicate a safe retrieval location of payment on the property, i.e back door mat, front door mat, envelope in blue vase etc. We will not make a second trip to the property for cash payment pickup and the client will be invoiced.
• Debit/Credit Cards: If you choose to pay by debit/credit card, there is an additional 4.8% charge incurred to process the charge. This charge may increase whenever the merchant service provider increases rates. We do not charge sales tax on services.
• Checks: Check payment must be provided to staff while onsite and immediately following service completion or a safe retrieval location of payment on the property, i.e back door mat, front door mat, etc. We will not make a second trip to the property for check payment pickup and the client will be invoiced.
• NEW! Buy Now, Pay Later (Financing): We partnered with Wisetack to offer our customers fast and simple financing on purchases up to $25,000. Pay in easy monthly payments with financing rather than in full upfront. Fast and easy. No Credit impact. Checking your eligibility will not impact your credit score. No hidden fees. There are no penalties, fees, or compounding interest. All loans are subject to credit approval. Your terms may vary. Wisetack loans are issued by Hatch Bank, a California industrial bank. See additional terms at wisetack.com/faqs.

Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we will work with the customer and re-clean areas in question if applicable and according to our inspection policy. Account credits will be issued if service expectations were not met.

Service fee for returned checks. Checks returned for non‐payment, (insufficient funds, closed account, etc.) have a $35 returned check fee charge in addition to the regular cleaning cost.

Late Payment Fee: Any invoice not paid same day or by 11:59pm, will be considered past due and in violation of payment terms. Such accounts will incur a minimum late fee of $30 or maximum 15% of the total invoice, whichever is greater. If payment is not received within, 5 days of past due, Pro Flow Exterior Cleaning reserves the right to file a civil claim with Cumberland County Court to collect outstanding debt. Any legal fees incurred will be added to the unpaid balance of the client. Pro Flow Exterior Cleaning & Power Washing also reserves the right to refuse to continue business with client who is currently past due or who has been 1+ days past due more than once. 

Commercial Accounts: Payment terms accepted same day or net 7 term unless other arrangements were made between the client and company. If a different arrangement occurs, this will be documented and signed by both parties.  In some cases a 50% deposit may be requested as a retainer to begin the project. Demos are available to most commercial clients prior to agreement or acceptance of quotes. Any invoice past 30 days outstanding will be litigated through civil court and the client will be responsible for all past due invoices and court fees.

Preparing for Service
Please follow the guidelines below prior to the Day of Service: 

• Please have a water spigot activated and accessible.
• Please ensure any video surveillance cameras or door cameras are covered.
• Please have all windows and doors shut tightly.
• Pleas ensure all exterior power outlets are covered/closed.
• We recommend you shut off all outside electrical outlets and fixtures at breaker box prior to arrival.
• We recommend you have the screens removed for better rinsing between windows (recommended not required). If there is heavy debris between the window and screens, it will not come as clean and rinsing will produce heavy run-off and weeping. We do not expect window tracts 2+ stories high to become entirely clean, as we will not access ladders with the sole intention to fully rinse window tracts. It is advised that the customer notify the company or staff onsite if window tracts are to be fully cleaned (an additional fee will be assessed for this service). We do not remove or re-insert window screens.
• Please have all pet’s inside before and during cleaning. Remove any pet feeding or watering bowls, toys etc. from areas to be cleaned.
• Please clear the work areas of all vehicles, items and remove all sensitive materials from the areas being washed such as flags, doormats, furniture, area rugs, grills, toys, decor etc. Anything that can be damaged by water or corrosive chemicals. Additional fees will be charged if we have to move items. We will not be held liable for damage to items moved. 
• During House Wash, Please ensure vehicles are at minimum 10ft away from the garage or wash area as over-spray will get on the vehicle. During concrete cleaning please ensure all vehicles are completely removed off the driveway to avoid service failure. 
• We DO NOT remove birds nest, or any kind of wasp/hornet/yellow jacket nest. Please contact a local exterminator. Synthetic stains originating from bird fecal matter will most likely remain on surface or produce a shadow after house wash. The active cleaning agent in our house wash mix does not remove this. 

Inspections & Walkthrough: Pro Flow Exterior Cleaning will conduct a walk-through with the client at the completion of services to ensure work is satisfactory. Any claims made after completion of the walk-through will not be honored. The client has 24 hours from service completion to inspect work and notify our office of any unsatisfactory work or concerns. Any claim made after this time frame will result in a $75 service trip charge to return to the work site for inspection. For clients that are not local or are way from the home, before/after photos should be reviewed immediately (if requested). In the event the client is unhappy with services and notifies our office within 24 hours as outlined, we will return to the property at not additional charge to inspect and remedy the problem.

Post-Cleaning Weep Holes:  If you have vinyl siding, you have something called weep holes. These holes are made by the manufactures to allow ventilation and allow any condensation to drain out. With that being said, these holes make a nice little home for bugs, dirt and debris collection. Debris and dirt get trapped inside the holes and behind the siding. If you notice a faint rusty color on your siding, there is no need for alarm. When we do the wash, our solution pulls the dirt and debris out and sometimes left over water and bug juices drain from these holes after we complete the wash as it goes through the drying process. The rust color/ light faint colors you’re seeing is bug feces, debris, mold etc. We see this occur on sections of siding that had the heaviest buildup. This will come off with the morning dew, garden hose or rain. It is not a stain and it is not permanent. Typically, anyone that calls in regards to this usually see a huge difference after the morning dew. Some weep holes can run heavy.

Exterior Window Seals and Tracks:   Client understands that during the house wash service they will receive a basic window cleaning. This is different from windows being done with a purified water-fed pole system. A basic window wash will remove organic debris off windows but you could be left with water spots. If you are looking for a squeaky-clean shine on windows, you will want to get a window cleaning service after cleaning. We recommend removing your screens to allow any debris between the window and screen to be rinsed away in a house wash. We DO NOT guarantee complete cleaning of exterior window seals and tracks. Although removal of screens will aide with cleaning and rinsing. These areas, especially second story and higher are not reachable at the angle needed to ensure a full cleaning from ground level. Areas two-stories or higher will require ladder access and additional fees if the customer would like these areas thoroughly cleaned. Pro Flow Exterior Cleaning does not remove window screens during house washing.

Content Release & Use: We are very proud of our work and like to provide prospective clients and online viewers with before/after photos. These visuals aides are used in our marketing and advertising campaigns. Client agrees to allow Pro Flow Exterior Cleaning to utilize any photos, videos, reviews, or descriptions of the property in the context of advertising for the company. The company will use these photos, videos, or descriptions without any compensation to the client. Pro Flow Exterior Cleaning & Power Washing will not furnish any personal data such as address or contact information on content. The media will be solely used for advertising, marketing and training purposes. The client agrees not to seek punitive action in a civil court or law regarding the use of the above media. We will not include sensitive information such as addresses or names.
 

Privacy Statement: Pro Flow Exterior Cleaning & Power Washing is committed to protecting the privacy of customers. We do not sell, exchange, or otherwise distribute your personally identifiable information to outside parties.

If Any Damage Occurs: Pro Flow Exterior Cleaning & Power Washing will be obligated under our terms and conditions for any damage that was a direct result of operator error, negligence, or willful misconduct. Damages must be discovered and reported to Pro Flow within 24 Hours of service completion (each job completed is time stamped and notification sent to the customer). The company will be allowed up to 30 calendar days from the date of written receipt to inspect the premises and have the sole option in repairing or contracting repair to any damages that was result of negligence. Pro Flow Exterior Cleaning is not responsible for damage to lose siding, paint, wood, trim or windows that was previously noted as damage or found during the pre-inspection walkthrough.

Service and Liability Exclusions: If water intrusion occurs, the company will not be held responsible. We make every effort to prevent this but due to unavoidable issues such as bad seals around windows and doors and cracks in concrete foundations.

Notify the company if there are any surfaces on or near the home that cannot have any form of our cleaning solution on them. If we are failed to be notified of this, the company is not responsible for any ill effect on any surfaces.

We need your feedback: Getting customer feedback is an important ingredient to a successful service relationship. Your feedback helps us monitor the performance of service and helps us deliver the highest quality cleaning experience in the industry.

Grievance and Complaints
In the event of unsatisfactory service, please contact (910)584-3245 or email service@proflowwash.com