Payment Policy

Last Updated: September 2026

This Payment Policy explains the payment, invoicing, deposit, refund, and billing practices of Shell Shine Cleaning LLC (“Shell Shine Cleaning,” “Shell Shine,” “we,” “our,” or “us”).

Payment requirements may vary depending on the type of service, property, client relationship, and any separately agreed service arrangement.

1. Pricing & Service Approval

Shell Shine uses personalized pricing rather than a universal fixed-price formula.

Pricing may be based on factors such as property size and layout, number of bedrooms and bathrooms, property condition, cleaning level, turnover requirements, laundry and linen needs, frequency of service, scheduling requirements, selected Tide Boosts, number of properties, and other property-specific needs.

Submitting a Request Service form does not establish a final price or confirmed booking.

Before service is performed, Shell Shine will communicate the applicable service scope and pricing or otherwise establish the payment arrangement with the client.

If the condition of a property or requested work materially differs from the information originally provided, the scope and pricing may need to be adjusted.

2. Payment Requirements

Payment terms depend on the service arrangement.

Individual residential, vacation-rental, one-time, and similar clients may be required to pay before service, at the time service is confirmed, upon completion, or according to the payment terms provided for that service.

Recurring clients, property managers, cohosts, portfolio operators, and contracted accounts may be approved for invoicing or other separately agreed payment arrangements.

Shell Shine may require an authorized payment method, deposit, prepayment, or other payment assurance before accepting certain services or reserving significant blocks of cleaning time.

Unless separate written terms apply, clients are responsible for payment of all authorized services performed.

3. Accepted Payment Methods

Shell Shine may accept payment through methods made available by the business at the time of payment, which may include:

• Credit or debit cards

• Approved digital or online payments

• Wix Payments or another authorized payment processor

• Cash when accepted by Shell Shine

• Invoice payment for approved accounts

Available payment methods may change as Shell Shine's payment systems and business operations evolve.

Shell Shine does not generally receive or store complete payment-card numbers when payments are processed through third-party payment providers.

4. Deposits & Prepayments

Certain services may require a deposit or prepayment before the appointment is confirmed.

Examples may include High Tide Premium cleaning, substantial deep-cleaning or reset work, move-in or move-out services, unusually large properties, properties requiring significant labor, specialty scheduling, or other services for which Shell Shine must reserve substantial time or resources.

Any required deposit will be communicated before service is confirmed.

Unless otherwise disclosed, an accepted deposit is applied toward the amount due for the associated service.

Deposit refundability may depend on cancellation timing, work already performed, supplies or resources committed, and the terms disclosed when the service is confirmed.

5. Vacation Rental & Turnover Billing

Vacation-rental services may involve cleaning requirements that change based on guest occupancy, property condition, linen volume, checkout and check-in timing, and other turnover conditions.

The confirmed turnover scope establishes the expected service.

If Shell Shine encounters conditions requiring materially more work than expected—such as excessive trash, heavy buildup, unusually large laundry volume, party conditions, or other work outside the confirmed scope—we may contact the owner, host, cohost, or property manager for approval before completing additional billable work.

Approved additional services may appear separately on an invoice or payment record.

6. Tide Boosts & Additional Work

Tide Boosts and other additional services are billed according to the pricing approved for the applicable service request or client arrangement.

Examples may include additional laundry loads, oven deep cleaning or degreasing, fridge deep cleaning, excess-trash or party-reset work, grill cleaning, and same-day turnover support.

Shell Shine does not guarantee that every Tide Boost is available for every appointment.

Additional work discovered during service will not automatically become part of the original service scope solely because the condition is present.

When reasonably possible, client approval will be requested before material additional charges are incurred.

7. Recurring, Property Manager & Portfolio Accounts

Property managers, cohosts, recurring clients, multi-property owners, and portfolio operators may qualify for customized billing arrangements.

These may include periodic invoicing, consolidated invoices, property-by-property billing, negotiated service rates, portfolio pricing, separately defined payment due dates, or other account-specific terms.

Each property may have its own service requirements while being billed under a broader account relationship.

When a written service agreement, proposal, portfolio agreement, statement of work, or other negotiated arrangement contains payment terms that differ from this general Payment Policy, the separately agreed written terms will control to the extent of the conflict.

8. Invoices

Invoices should be reviewed promptly upon receipt.

Clients should contact Shell Shine as soon as possible if they believe an invoice contains an error or requires clarification.

Invoices may identify services by property, service date, cleaning level, approved Tide Boosts, additional work, or other information reasonably necessary to document the charges.

Payment is due according to the terms displayed on the invoice or otherwise agreed with the client.

9. Late, Failed or Unpaid Payments

If a payment is declined, reversed, returned, or remains unpaid after its due date, Shell Shine may contact the client to request another payment method or resolve the outstanding balance.

Future appointments may be postponed, canceled, or suspended until overdue balances are resolved.

Reasonable late-payment, returned-payment, or administrative charges may apply when they have been disclosed in advance, stated in an applicable agreement or invoice, and are permitted by law.

Shell Shine may discontinue recurring or contracted service for accounts that remain materially past due.

10. Cancellations, Lockouts & Scheduling Changes

Cancellation and rescheduling terms are addressed in Shell Shine's Terms & Conditions and may vary depending on the service arrangement.

Late cancellations, denied access, lockouts, scheduling changes after personnel have been dispatched, or other circumstances that result in reserved labor time being lost may be subject to a cancellation, trip, or service fee when disclosed as part of the applicable service arrangement.

Property managers and vacation-rental operators are responsible for communicating booking-calendar changes that affect scheduled turnovers as soon as reasonably possible.

11. Refunds & Service Concerns

Because cleaning is a labor-based service, completed services are generally addressed through Shell Shine's Satisfaction & Touch-Up Policy rather than automatic refunds.

If a client believes an area included within the confirmed service scope was not completed to reasonable expectations, the client should contact Shell Shine within 24 hours whenever reasonably possible.

Shell Shine may request photographs or additional information and, when appropriate, may return to address the specific affected area.

Refunds, credits, or other financial adjustments may be considered when appropriate, including circumstances such as:

• A payment was processed in error

• Shell Shine canceled a prepaid service and no replacement service was provided

• A duplicate payment occurred

• A service could not be performed and the circumstances justify returning an applicable prepaid amount

• Shell Shine determines that another adjustment is appropriate based on the circumstances

Refunds are not automatically provided for dissatisfaction when Shell Shine has reasonably offered an appropriate touch-up or other resolution consistent with the confirmed service scope.

Any approved refund will generally be returned through the original payment method when practicable.

12. Chargebacks & Payment Disputes

If a client believes a payment was incorrect or a service-related billing issue occurred, we ask that the client contact Shell Shine promptly so we have an opportunity to investigate and resolve the concern.

Clients should provide relevant information regarding the disputed charge, service date, property, and nature of the concern.

Nothing in this policy is intended to limit any rights a consumer may have under applicable payment-network rules or law.

Shell Shine reserves the right to provide service records, communications, approvals, invoices, photographs, scheduling records, or other relevant documentation to a payment processor or financial institution when responding to a payment dispute or chargeback.

13. Gift Cards

Shell Shine gift cards may be applied toward eligible Shell Shine services in accordance with the terms applicable to the gift card.

Gift cards have no cash value except where redemption for cash is required by applicable law.

A gift card does not guarantee service availability, a particular appointment date, or acceptance of a service request.

If a service exceeds the available gift-card balance, the remaining approved amount must be paid using another accepted payment method.

14. Tide Tokens, Discounts & Promotions

Tide Tokens, promotional discounts, referral benefits, gift-card balances, and other offers are subject to their applicable terms and eligibility requirements.

Public promotions or Tide Tokens may not apply to negotiated-rate property-management, portfolio, recurring, or contracted accounts unless specifically agreed by Shell Shine.

Discounts and promotions may not be combined unless expressly permitted.

15. Taxes & Other Required Charges

Applicable taxes or government-required charges may be added where required by law.

Any other material fee charged by Shell Shine will be disclosed through the applicable service arrangement, invoice, proposal, or other communication as appropriate.

16. Changes to This Payment Policy

Shell Shine may update this Payment Policy periodically to reflect changes in payment methods, services, technology, business practices, or legal requirements.

The current version will be identified by the Last Updated date displayed at the top of this page.

Payment terms contained in a separately executed written agreement will continue to apply according to that agreement unless modified by the parties.

17. Questions About Billing or Payment

Questions regarding a charge, invoice, payment arrangement, gift card, or other billing matter should be directed to Shell Shine Cleaning through the Contact Us page.

Clients with an existing property-management, portfolio, or contracted account should follow any account-specific billing or communication procedures established with Shell Shine.