Here is the fully updated, "bulletproof" Master Service Agreement. I have integrated every new protection clause (Poaching, Digital Harassment, Winter Liability) without removing a single word of your original "Needle" policies.

WithMother LLC | Intentional Cleaning & Living

Master Service Agreement, Liability Waiver & Operations Manual

📍 Serving All 8 Counties of Western New York (Open 24/7/365)

1. 📸 The "Portfolio Builder" Rate & Media Consent

  • The "Social Spotlight" Rate: $82.00 (+ Tax) for 3 Hours. Strictly one per household/business/vehicle.

  • The Exchange: By booking this discounted rate, the client grants WithMother LLC an irrevocable license to take and use anonymous photos/videos of the work for marketing, social media, and training. (No family photos, addresses, or faces will be shown).

  • Refusal of Consent: If the client interferes with photography or demands photos be deleted on-site, the rate reverts immediately to the full Standard Hourly Rate ($150+).

  • Promotional Policy: Only one discount code (e.g., WELCOME) may be used at a time. No "stacking" of coupons.

  • Final Sale Policy: The Portfolio Builder clean is Final Sale. No re-cleans or refunds are provided for this foundational clean.

2. ⏳ Duration, Arrival & Winter Access Logistics

  • 2-Hour Minimum: A strictly enforced 2-Hour Minimum Charge applies to every standard appointment.

  • Arrival Windows: Contractors provide a 2-Hour Arrival Window (e.g., 9AM–11AM). Exact arrival times are not guaranteed due to WNY weather and traffic.

  • The 15-Minute Lockout Rule: Contractors will wait 15 minutes for access. If access is not granted, the contractor will depart, and the Full Deposit is forfeited as a Trip Fee.

  • Parking & Fees: The client must provide a legal parking space within a 2-minute walk of the entrance. All parking garage fees, meter costs, and bridge/highway tolls will be added to the final invoice at cost.

  • ❄️ Snow, Ice & Safe Passage (The "Slip & Fall" Waiver):

    • Client Duty: Driveways, stairs, and walkways MUST be plowed, salted, and lit prior to arrival.

    • Liability: By booking service during winter months (Nov–April), the client assumes 100% liability for any slip-and-fall accidents sustained by WithMother contractors due to unmaintained property (icy steps, un-shoveled driveways).

    • Refusal of Service: If the contractor cannot safely reach the door, service is cancelled, the contractor will not exit the vehicle, and the full Trip Fee applies.

3. ✨ Service Tiers & Subscription Logic

  • Subsets: Weekly ($150+), Bi-Weekly ($165+), Monthly ($185+).

  • Skip Policy: Recurring rates are frequency-based. Skip a Weekly clean next is billed at Bi-Weekly rate. Skip a Bi-Weekly next is Monthly. If $>4$ weeks pass, a One-Time Reset rate applies.

  • Slot Retention: Clients who skip 3 consecutive visits or 50% of a quarter lose their recurring time slot.

  • The "Bait-and-Switch" Protection: If a client books a "2-Bedroom Standard" but the home is actually a Hoard (Level 1–5) or has more rooms than disclosed, WithMother LLC reserves the right to pause service, re-quote, or exit. If the client declines the re-quote, the Full Deposit is forfeited.

4. ⚠️ The Unabridged "No-Touch" Exclusion List

WithMother LLC contractors DO NOT perform the following unless explicitly booked under a specialized Restoration Plan:

  • Heights: No climbing higher than a 2-step ladder. Anything requiring an extension duster/pole is the limit. No high chandeliers or vaulted fans.

  • Bio-Hazards (Standard vs. Restoration):

    • Standard Cleans: Contractors strictly DO NOT touch feces (human or animal, including litter boxes), blood, vomit, or urine.

    • Restoration/Hoarding Cleans: Bio-hazard remediation is only performed if explicitly booked with appropriate PPE. If a "Standard" clean reveals hidden bio-hazards, the "Bait-and-Switch" clause applies immediately.

  • Surprise Bio-Hazards: If a bio-hazard is discovered during a Standard cleaning, the contractor may stop and leave immediately. The client will be billed the Full Service Amount.

  • Pests & Evidence: If we encounter Bed Bugs, Fleas, Roaches, Rodents, or evidence thereof, the contractor will exit immediately. The client gets the Full Bill.

  • Popcorn Ceilings: We do not touch textured/popcorn ceilings due to asbestos and damage risks.

  • Outside Work: No porch cleaning, gardening, snow shoveling, or exterior window work.

  • Adhesives: No removal of stickers, Command Strips, tape, or glue residue.

  • Fireplaces: No cleaning inside fireplaces or ash boxes.

  • Electronics: We dry-dust screens only. If a client insists on liquid cleaning for a TV/Monitor, they must sign a Liquid Damage Waiver assuming 100% liability for screen failure.

  • Robots & Equipment: Disable robotic vacuums. We are not liable for interference.

5. 📝 Mandatory Client Obligations

  • Restroom Access: A functioning, sanitary restroom must be provided. If unavailable, the team must leave and the Full Deposit is forfeited.

  • Unattended Minors: For safety and liability, we cannot enter a home where a minor (under 18) is home alone. An adult must be present or the home must be empty. If a minor is found alone, we must leave and the Trip Fee applies.

  • Utility Responsibility: Active electricity, HVAC, and running hot water are required. The client is 100% responsible for all utility costs.

  • Active Work Zone Safety: For the safety of our team and yours, all family members and pets must stay clear of the areas WithMother is working in.

  • Personal Items: All valuables, firearms, and personal items must be put away. WithMother is not liable for unsecured items.

  • Trash Liners: We replace liners only if left at the bottom of the bin. Otherwise, bins are left unlined.

6. ⚖️ Wear, Tear & Plumbing Liability

  • Broken Keys: Liability for old/stiff locks is limited to the key copy cost (max $20), not locksmith/re-keying fees.

  • Mechanical Failure: We are not liable for mechanical failures (e.g., toilet flappers getting stuck open, slow drips) occurring after our departure.

  • Improper Installation: We are not liable for damage to items not securely mounted (unanchored dressers tipping, artwork falling).

  • Condition vs. Cleanliness: We clean dirt; we cannot fix worn enamel, scratched wood, or etched glass.

  • Plumbing: Flush toilet paper only. We are not liable for backups caused by "flushable" wipes.

  • Garbage Disposals: Contractors do not clean inside garbage disposals for safety reasons.

7. 🧪 Client-Preferred Products & Peroxide

  • Client Request: If a client requests use of their own products/equipment, the client assumes all liability for damages. Standard service fees still apply.

  • No Chlorine Bleach: We do not carry chlorine bleach ($NaOCl$).

  • The "Mystery Bleach" Waiver: WithMother is not liable for fabric discoloration caused by Benzoyl Peroxide (acne meds), whitening toothpaste, or client-owned bleach. These stains often appear only after laundering.

8. 🛡️ Right to Cure & Evidence Match

  • Notification: Quality issues must be reported within 24 hours.

  • Right to Cure: You must grant access for a Re-Clean within 2 business days. No cash refunds.

  • Evidence Match: If the complaint does not match our timestamped departure photos/video, the re-clean request is denied.

  • Chargeback Fee: Initiating a dispute without offering the "Right to Cure" results in a $50.00 Administrative Fee.

9. 🚩 Professional Boundaries & Harassment

  • Zero Tolerance: Any verbal abuse, profanity, or sexual harassment of a contractor will result in immediate termination of service.

  • Digital Harassment: This policy extends to text messages, emails, and phone calls. Aggressive, threatening, or sexually suggestive digital communication will result in immediate termination.

  • Penalties: The Full Service Bill is due immediately, PLUS a Safety Violation Fee of $250.00.

  • Contractor Protection: 100% of the Safety Violation Fee will be paid directly to the contractor who was harassed/threatened.

10. 💳 Financials & Late Fees

  • Pre-Auth: We may place a Pre-Authorization Hold 24 hours prior to service.

  • Late Payment Penalties: Payments not settled within 24 hours incur a penalty of $25.00 or 5% of the balance (whichever is greater), recurring every 30 days.

  • Collections: The client agrees to pay all attorney fees and collection agency costs associated with recovering unpaid balances.

11. 🚗 Mobile Detailing & Car Seats

  • Weather: A $50.00 Inclement Weather Surcharge applies to outdoor detailing in rain or $<40$°F without a garage.

  • Child Car Seats: We do not uninstall or reinstall safety seats. We clean around them only.

  • Drying Time Liability: We are not liable for stain transfer into damp carpets/seats if moved/used by the client before drying is complete.

12. 🔒 Non-Solicitation & Direct-Hire Fee (The "Poaching" Shield)

  • The Agreement: Clients agree not to solicit, divert, or hire any WithMother LLC contractor directly for a period of 24 months following the last service date.

  • The "Buy-Out" Option: If a client wishes to hire a contractor directly (taking them off the WithMother platform), they must pay a $2,500.00 Referral/Buy-Out Fee to WithMother LLC immediately.

  • The Penalty: If a client is found to be paying a contractor "under the table" without paying the Buy-Out Fee, the client is liable for the $2,500 fee plus all legal costs associated with recovery.

Section 31. The "Equal Truth" Penalty Structure

WithMother LLC stands for integrity. If either party (the Client or the Contractor) is found to have committed a Safety Violation or a Proven False Accusation, the following financial "Total Loss" structure applies:

A. If the Client Violates Safety Standards:

The Client pays the Tiered Fine ($250, $500, $1k, $2.5k).

  • Where it goes: 100% of the fine goes to the Contractor.

  • The Bill: The Client must still pay the full original service bill.

B. If the Contractor Falsifies a Claim (The "Dishonesty Penalty"):

If a Contractor lies about a client to trigger a fine, the Contractor faces the following:

  • Forfeiture: The Contractor loses their entire 60% cut of the job.

  • The Equalizer Fee: The Contractor must pay out-of-pocket an amount equal to the fine they tried to trigger (e.g., if they lied about a Tier 1 violation, they owe $250).

  • The "WithMother" Restoration: The Contractor must pay WithMother LLC the 40% agency fee that would have been earned on that job to cover administrative and reputational damages.

  • Where it goes: The Client is refunded in full, and the $250+ "Equalizer Fee" is paid to the Client as an apology for the false accusation.

  • Termination: The Contractor’s partnership is terminated immediately.

Additional "Needle" Safety Measures

1. The "Safe-Word" Check-In (Digital Needle)

  • The Measure: Every cleaner should have a "Safe-Word" or "Code 99" they can text to the WithMother main line.

  • The Penalty: If a cleaner sends this code and the client is found to be blocking their exit, the Tier 4 ($2,500) "Captivity" fine is automatically triggered.

2. The "Aggressive Animal" Lock-Out

  • The Measure: If a contractor arrives and a dog is loose and aggressive (barking at the door, snapping, preventing entry), and the client is not home to secure it.

  • The Penalty: This is a Safety Lock-Out. The contractor leaves immediately. The Full Deposit is forfeited, and a $50 "Dangerous Animal" Surcharge is added to compensate the cleaner for the scare.

3. The "Illegal Activity" Exit

  • The Measure: If a contractor sees illegal drugs (beyond NYS legal limits), unsecured firearms (not in a safe), or evidence of a crime.

  • The Penalty: Immediate Exit. Full bill is due. A $500 "Hazardous Environment" Fee is added. WithMother LLC will notify the authorities at its sole discretion.

4. The "No-Follow" Rule

  • The Measure: Clients are prohibited from following the cleaner into small, enclosed spaces (closets, laundry rooms, small bathrooms) while the cleaner is working.

  • The Penalty: If a client ignores a verbal request to step back, it is a Tier 1 Violation ($250) for intimidation.

❤️ Ready to Begin?

Call/Text: 716-202-8813 | Web: wmotherllc.com

© 2026 WithMother LLC. Fully Insured. Rates subject to change with 30-day notice. By booking, you accept these terms in full. Severability: If any provision is unenforceable, the rest remain in effect.