Terms of service

Last updated: October 25, 2026

These terms are the agreement between you and Aura Cleaning when you book a clean with us. We wrote them in plain English on purpose. If anything here is unclear, ask us before you book.

Who we are

Aura Cleaning cleans homes and workplaces in the Portland metro and Vancouver, Washington. It is a sole proprietorship based in Gresham, Oregon. Call or text (925) 408-6053 or email helloauracleaning@gmail.com.

Agreeing to these terms

You agree to these terms when you book a clean, or when you let us clean a place you booked for. You must be at least 18, and you must own or rent the place, or have permission from the person who does.

Where we work

We clean in the Portland metro in Oregon and in Vancouver, Washington. The booking checks your ZIP code. A ZIP outside our area can't be booked online; call or text and we will tell you if we can come. If a booking turns out to be outside our area, we tell you and refund you in full.

What a clean includes

Each kind of clean has its own checklist, room by room, on our homepage: recurring, deep, move-in or move-out, and commercial. Your clean covers the checklist for the kind you booked, plus any add-ons you picked. We bring the products and the equipment. If you'd like us to use your own products, leave them out with a note.

What we don't do

These need a specialist or special care, so we leave them out:

• Outside windows.
• Carpet shampooing or steam cleaning.
• Mold, pests or biohazards.
• Moving heavy furniture or appliances.
• Anything higher than a 2 step ladder reaches.

Our cleaners may also leave anything they can't clean safely. Ask us and we'll point you to someone good.

Your price

Your price comes from what you tell us when you book: the kind of clean, how often, the size of your home in square feet, the bedrooms and bathrooms, how much cleaning it needs, and any add-ons. Supplies and travel are included. The price on your booking is the price you pay, as long as your home matches what you told us.

Homes over 5,000 square feet are priced by phone. Call or text us.

If your home is different on the day

If your home is bigger or needs more cleaning than you told us, we show you the new price before we do the extra work, and we charge the difference to the card you booked with only after you agree. If it is smaller than you told us, we price it with the right details and refund the difference.

If you decide not to go ahead once we are there, we cancel the visit and refund what you paid, less a refusal fee of $0.00.

Paying

We take cards through Stripe, our payment processor. We never see or store your full card number. You get an emailed receipt for every charge and refund.

• When you book, you pay your price in full. Your card is saved with Stripe for that booking.
• After the clean, if your price changed because your home was different from what you told us, we charge or refund the difference on that card, as above.
• By booking you agree to these terms, and to your card being charged or refunded that difference.

If a card is declined for a difference after a clean, we email you a secure link to pay it.

Your day and getting in

You choose the day and an arrival window when you book. You don't need to be home: tell us how to get in when you book, such as a key, a lockbox or a door code, and we text you when we arrive and when we leave. Tell us about pets, alarms and anything we should not touch.

If we arrive and cannot get in, we call you; if we cannot reach you within 30 minutes, the visit counts as a late cancel.

We may move a clean for ice, snow or a storm, and we tell you as early as we can.

Cancelling and changing

Move or cancel by call, text or email. Until 48 hours before your arrival window starts, you can move your day for free, or cancel and we refund you in full. After that, a cancel keeps the late fee of $40.00, because your cleaner set that time aside for you, and we refund the rest.

Refunds

• A clean you cancel at least 48 hours before your arrival window: refunded in full.
• A clean you cancel inside that time: refunded less the late fee of $40.00.
• A home smaller than you told us: the difference is refunded after the clean.
• A clean you decide not to go ahead with once we are there: refunded less the refusal fee of $0.00.

If you think a charge is wrong, contact us before disputing it with your bank. We would rather fix it with you directly.

What we are responsible for

We carry general liability insurance. If we break or damage something and it is our fault, tell us within 7 days and send photos. We will repair it, replace it, or pay the reasonable cost, up to the price of the clean for anything our insurance does not cover.

We are not responsible for:

• Damage or wear that was there before we came.
• Things that were already loose, cracked or badly fixed and give way with normal cleaning.
• Surfaces or items that need special care, if you didn't tell us before the clean.

Messages we send you

When you give us your email and phone number, you agree to get messages about your clean: the booking confirmation, a reminder, when we arrive and leave, and billing notices. Reply STOP to stop texts; you will still get emails about your booking and billing, because those are part of the service. We do not send marketing texts.

Photos

If we take photos in your home, for example of damage that was there before we started, they are kept with your booking as a record. We will not publish a photo that shows your home or your family without asking you first.

Changes to these terms

We may update these terms. The version on this page when you book is the one that applies to that booking.

The law that applies

These terms are governed by the laws of the State of Oregon. A clean in Washington is also subject to Washington law where it applies.