These terms govern the services provided by Fluffyn 168 Cleaning Inc. under the name of “Fluffyn.” By booking, you agree to them.
These Terms & Conditions are an agreement between you (the “Client”) and Fluffyn 168 Cleaning Inc. under the name of “Fluffyn” (“Fluffyn,” “we,” “us,” “our”), a corporation registered with the Securities and Exchange Commission and the Bureau of Internal Revenue, with registered address at UB 111 Paseo de Roxas Building, Legazpi Village, Barangay San Lorenzo, Makati City, Metro Manila.
By submitting a booking, paying a deposit, or allowing us to perform a service, you confirm that you are at least 18 years old, that you are the occupant or an authorized representative of the property, and that you accept these terms.
Fluffyn provides cleaning, maintenance, restoration, home-care, and related services for residential and similar spaces. The specific services, packages, inclusions, exclusions, pricing, service areas, and operating procedures we offer may change from time to time. The current details are those published on our website and confirmed in your booking.
Some items always require a custom quote and are confirmed with you before any work begins — for example large or specialty upholstery, specialty-material mattresses, over-large rugs, and similar items.
Equipment and materials. We may use any commercially appropriate equipment, tools, cleaning agents, disinfectants, and consumables. Any brands or models shown in our marketing are illustrative only and are not guaranteed for a particular visit.
If there is any conflict between our website, social media, rate cards, other marketing materials, or verbal discussions on the one hand, and your booking confirmation, quotation, or service checklist on the other, the booking confirmation, quotation, and service checklist prevail. Those documents define the agreed scope of your service.
You submit a booking request through our website; a request is not a confirmed booking. A booking is confirmed only once we have acknowledged it in writing via WhatsApp or Viber and received your deposit (Section 8). We confirm your final quote, schedule, and access details privately.
Final walkthrough. Where possible, you or your representative should inspect the completed work together with our team and raise any visible concerns before the team leaves, so we can address them on the spot.
Prices, minimums, surcharges, and fees are those published on our website at the time of booking and confirmed in your quotation; they may change from time to time. Any total shown online is an estimate, not a final quote — the final quote is confirmed after we review your request. Where actual conditions significantly exceed those disclosed at booking, Section 6 applies. Estimates exclude any applicable taxes.
Minimum service fee. Each service carries a minimum fee, in services and excluding transport: ₱4,500 for a Deep Reset, ₱6,000 for Signature Detail+, and ₱4,500 for a visit of add-ons only. Each is the equivalent of 50 square meters of that service.
The minimum applies to your booking as a whole, not to your floor area. Add-ons — upholstery, mattress, dining chair, carpet or rug care and the rest — count toward it alongside the cleaning itself. Where your booking already meets or exceeds the minimum, you pay for what you booked and nothing is added; we do not bill you as though your home were larger than it is. Where a booking falls below the minimum, the difference is shown as a separate line on your estimate before you confirm.
Transport is not included in any of the figures above and is added afterwards, at the rate for your location (Section 5).
Transport. A transport fee of ₱500 applies to bookings within our regular service areas, currently Makati City, Bonifacio Global City (Taguig), Mandaluyong City including the western side of Ortigas Center, and Pasig City including Ortigas Center East and Kapitolyo. We may accept bookings outside these areas at our discretion. Where we do, the transport fee depends on the location and may be higher than ₱500. Any transport fee above the standard amount is quoted to you in writing and must be accepted by you before your booking is confirmed and before any payment is due. Service areas may change from time to time; the current list is published on our website.
How we price. We price by area, scope and the condition you describe to us — not by the hour. If a job takes us longer than we expected, that is our concern and not yours: we do not charge you because our team worked more slowly than planned. The hourly charge below is not a meter on our pace. It applies in one situation only: where the actual condition or scope of your home is significantly more demanding than what was disclosed at booking.
Why time does not set the price. We size the team to the job, so a larger home is cleaned by a larger team rather than over a longer day. The hours a visit takes reflect how we choose to staff it, not how much work you have bought. So we do not charge you more because a visit ran long, and we do not refund you because one finished early — the price is the scope you booked. What can change the price is the scope itself: where the actual condition of your home is significantly more demanding than what was disclosed, the work is genuinely larger than what you booked, and the rest of this section applies.
What your quote is based on. Every quote is built from the area, service tier and add-ons you booked, and from the condition you described to us. The time we have allowed is stated in your proposal and booking confirmation before you pay a deposit. We do not publish fixed durations, because they vary with the size and condition of a home. That allowance is how we plan our day; it is not a limit we bill you against.
When additional time may apply. Additional time applies only where the actual condition or scope of your home is significantly more demanding than what you disclosed at booking — not simply because the work ran long. Examples include:
How it works. Wherever possible we identify the condition on arrival, during the pre-clean walkthrough recorded on your Service Completion & Acceptance form, and before cleaning begins. We document it, explain how it differs from what was disclosed, and give you the revised time and cost. Work continues only once you approve. If a condition is found after we have started, we follow the same steps at that point.
Rate. Additional time is charged at ₱1,200 per hour. This is a single rate for the team, whatever its size. Additional time is billed in whole hours, and once a billable hour begins we work it in full — you receive the whole hour, not only the part we needed.
Grace period. Even where conditions do significantly exceed what was disclosed, the first 30 minutes of additional work are not charged. This applies once per visit, not to each condition we find.
You can always say no. You are free to decline additional time, and nothing is charged unless you have agreed to it first. We will then complete as much as fits within the booked time, working to a priority order agreed with you, and record any areas not reached on your Service Completion & Acceptance form. Areas not reached because time was consumed by undisclosed conditions are not a service failure under Section 9.
Additional work you request. If you ask us to do something beyond the booked scope on the day — an appliance interior, an extra item — that is priced from our published rate card, not at the hourly rate above, and is agreed with you before we start it.
Standalone add-on visits. Additional time does not apply to standalone upholstery, mattress, dining chair, or rug visits. Drying and dwell times are part of how those services work and are never charged to you.
Eligibility. Fluffyn Refresh is maintenance cleaning and is available only to existing clients — that is, clients whose home has previously received a Deep Reset or Signature Detail+ from us. It is not available as a first visit and is not sold as a one-off. If you are new to Fluffyn, we will quote you for a Deep Reset or Signature Detail+ first.
Plans and term. Refresh is sold as a subscription plan for a single registered home:
Rates are per square meter per visit and are confirmed in your plan quotation. The minimum billable area and any public-holiday surcharge in Section 5 apply to each visit. Transport is charged per visit.
Payment. Plans may be paid in full at the start of the term, or in equal monthly installments across the term. Where installments are agreed, a visit may be scheduled only if your installments are up to date.
Scheduling. Visits are booked in the ordinary way and are subject to availability. Unless we agree otherwise in writing, no more than one plan visit may be taken in any calendar month, so that visits are spread across the term as intended.
Missed visits. A visit canceled at short notice, or a no-show, is treated under Section 11 and counts as a visit taken.
Unused visits. The plan rate is what is time-limited, not your money. If your term ends with visits unused, we will not forfeit them: the amount you paid for those visits is retained as service credit on your account, with no expiry, and may be applied to any Fluffyn service at the price then published. You may also ask us to extend the term, which we will not unreasonably refuse.
Not transferable. A plan is tied to the registered service address and to you as the client. It may not be sold, transferred, or used at another property, because Refresh is priced on the condition of a home we have already brought to standard.
Canceling a plan. You may cancel a plan at any time. We will charge the visits already taken at our standard published rate for a single Refresh visit — that is, without the plan discount — and the balance is retained as service credit on the terms above.
Payment is by QR code or bank transfer to our UnionBank account — you may send from any bank or e-wallet app you prefer. We do not accept cash, and we never collect or store your card or banking credentials. To confirm and hold your slot, we require a 50% deposit; unreserved slots are released if the deposit is not received within 24 hours of confirmation.
The remaining 50% is collected on the day of service and must be settled before the job is marked as completed and the Service Completion & Acceptance form is signed.
We stand behind our workmanship. If anything is not right, we will put it right — we will return and re-clean the reported area at no charge, as many times as is reasonably necessary to resolve the issue, until it meets the standard of the service you booked.
How to raise a concern. Please inspect the work during the final walkthrough and raise any concern during the service or before signing the Service Completion & Acceptance form. Where you or your representative are not present at completion (key or concierge access), report concerns within a reasonable time after the completion of the cleaning works, with photos or video — normally within a day or so, since workmanship issues are easier to verify while the space is undisturbed.
Effect of signing. By signing the Service Completion & Acceptance form, the Client acknowledges that the work has been completed in full and confirms that no damage to the Client’s property was caused during the performance of the work, apart from anything recorded on that form. Your signature is your acceptance of the completed service. It closes this guarantee for any concern that was reasonably visible at that time, and no further re-cleaning, rework, or refund may be requested for those matters.
Issues that could not reasonably be seen. Signing does not affect a claim for loss, damage, or a defect caused by Fluffyn’s gross negligence, fraud, or wilful misconduct, or that could not reasonably have been discovered by inspection at the time of signing — rights that in any case cannot be waived under Philippine law. Report these within a reasonable time after you discover them, with photos or video. Where validated, we will remedy the issue by re-cleaning or, where re-cleaning cannot reasonably fix it, by a refund proportional to the affected part of the service.
Outside those circumstances, refunds are not automatic. A refund is considered only where the issue (a) was directly caused by Fluffyn’s workmanship, (b) we were given a reasonable opportunity to remedy it, and (c) it remained unresolved after that remediation.
The guarantee does not cover: new dirt or mess after we leave; normal wear and tear; permanent or set-in stains or discolouration; pre-existing damage; areas outside the booked scope; furniture or items moved after completion; building maintenance or construction dust; conditions caused by pets or occupants; or odors from structural, plumbing, pet, or mold sources.
Cleaning is not restoration. We do not guarantee complete removal of stains, odors, or allergens, or restoration of any item to its original condition.
For upholstery, mattress, carpet, and similar specialty services — including extraction and steam cleaning — we make no guarantee as to complete stain or odor removal, colorfastness, shrinkage, drying times, or final results. Outcomes depend on the material, age, and condition of the item.
Items in materially worse condition than described. We quote specialty items from what you tell us and from any photos you send. Our team inspects each item on arrival, before work begins. If an item is in materially worse condition than described — heavy soiling, saturation, structural damage, biological contamination, prior treatment that has set a stain, or a material we cannot safely wet-clean — we will tell you at that point and either re-quote that item for your approval or decline it and explain why. We will not begin work on an item we do not expect to bring to a reasonable standard. Where we decline an item, it is removed from your booking and is not charged; the rest of your booking proceeds, subject to the minimum in Section 5.
Because we reserve a team and a transport slot for you, cancellation and rescheduling terms apply. If we cannot perform the service on the confirmed date for any reason within our control, we will offer you the earliest alternative slot or a full refund of everything you have paid, at your choice; we are not liable for any other loss arising from a rescheduled or canceled clean.
How notice is measured. Notice must reach us in writing — on WhatsApp or Viber to the number that confirmed your booking, or by email to booking@fluffyn.ph. It takes effect when we receive it, not when it was sent, and the notice period is counted back from the confirmed start time of your visit.
One free reschedule per booking. Your booking includes one reschedule at no charge, provided you give 72 hours’ notice or more. If you need to move the date again after that, we treat it as a cancellation of the confirmed booking: the deposit is forfeited, and the new date is booked fresh with a new deposit. Each time a date moves we release a team and a transport slot we have been holding for you.
Weather and building disruptions. If a visit cannot go ahead because of a typhoon, flooding, a power or water interruption, or a restriction imposed by building management, Section 21 applies instead of this section and we reschedule at no penalty to you.
You are responsible for arranging safe, lawful access for our team at the scheduled time — by being present, by leaving instructions with building security or concierge, or by arranging a key handover — and for any building requirements (work permits, gate passes, elevator bookings). If our team cannot gain access within a reasonable waiting period, or is turned away, this is treated as a late cancellation under Section 11.
Before cleaning, our team may record existing conditions — including stains, scratches, mold, discolouration, odors, water damage, fabric deterioration, loose fixtures, and other visible defects — by note and photograph.
You acknowledge that cleaning may reveal, but does not cause, pre-existing or hidden deterioration, wear, discolouration, or material failure — for example, where cleaning removes soiling that was concealing existing damage.
We train our team to work carefully and take responsibility for loss or damage directly caused by our team’s negligence during a service.
Reporting: please report any alleged damage within a reasonable time after the completion of the cleaning works, with photos or video, so we can investigate while the facts are fresh. What is reasonable depends on the circumstances — for clearly visible damage this will normally be within a day or so; for damage you could not reasonably have noticed at the time, it runs from when you discover it. Prompt reporting helps us verify and resolve a claim, but it is not a deadline that removes your rights. A signed Service Completion & Acceptance form recording “no visible damage” is strong evidence of the condition of the unit at completion, but does not waive claims that cannot be waived under Philippine law.
We are not responsible for: pre-existing damage or wear; items that were fragile, improperly mounted, or not disclosed; items you were asked to secure but did not; deterioration revealed (not caused) by cleaning; or results on stains, surfaces, or materials we identified as not guaranteed. We do not move heavy furniture or appliances and are not liable for issues behind or beneath them.
Our liability for damage caused by our team’s ordinary negligence is limited to the reasonable cost of repair or replacement of the affected item, up to ₱25,000 per incident.
This cap does not apply — and our liability is not limited — in cases of gross negligence, fraud, or wilful misconduct by Fluffyn or any of our personnel. Nothing in these terms limits or excludes any liability that cannot be limited or excluded under Philippine law.
For the safety of our team and the limits of our service, we do not handle: biohazards (blood, bodily fluids, animal waste, sewage); pest or insect infestations; hoarding-condition cleanouts; post-construction debris (unless separately quoted); or any task that is unsafe or unlawful.
Balconies, exterior surfaces & work at height. Balcony cleaning is limited to sweeping and mopping the balcony floor and wiping the railing and interior glass, performed entirely from inside the railing with both feet on the balcony floor. We do not:
Exterior and over-railing cleaning in high-rise buildings is specialist work requiring separate licensing, equipment, and training. On request we will gladly refer you to a licensed provider. Our team is instructed to decline these tasks, and a request to perform them is not a service failure under Section 9.
Mold. Fluffyn is not a mold remediation company. We may point out visible mold, but mold testing, treatment, and remediation are outside the scope of our standard cleaning services.
We may refuse, modify, pause, or discontinue a service where our professional judgment indicates a risk of damage, a safety concern, or unsuitable materials — for example, delicate fabrics, antique furniture, silk upholstery, or unsafe conditions.
We may also end a service where there is harassment, abuse, or intoxication directed at our team, where the property differs materially from what was described, or where someone in the unit is unwell with a communicable illness. Where we end a service after arrival for these reasons, the visit may be charged as performed. We act reasonably and explain our decision.
Our team may take before/after photos of the work for quality and training. We will not publish any image that identifies you, your unit, or your address publicly without your separate, explicit consent. Participation in any review, photo, or referral program is optional and opt-in.
If something goes wrong, contact us first — most issues are resolved quickly under the Workmanship Guarantee (Section 9). We aim to acknowledge complaints within two business days and resolve them in good faith. If a dispute cannot be resolved between us, it will be handled under Philippine law (Section 23), without prejudice to your rights under the Consumer Act (RA 7394).
How we collect, use, and protect your personal information is set out in our Privacy Policy, prepared under the Data Privacy Act of 2012 (RA 10173). By booking, you also agree to that policy.
We are not liable for delays or failure to perform caused by events outside our reasonable control — including typhoons and severe weather, flooding, power or water interruptions, transport disruption, government or public-health orders, and, in condominiums and managed buildings, elevator breakdowns, building-access or security restrictions, water shut-offs, and actions or restrictions imposed by building management or homeowners’ associations. In such cases we will reschedule at no penalty to you.
We may update these terms as our service evolves or as the law requires. The version in effect is the one published on this page at the time you book. Material changes will be reflected here with an updated effective date.
These terms are governed by the laws of the Republic of the Philippines. Any dispute arising from them or from our services will be brought before the proper courts of Makati City, to the exclusion of other venues, without prejudice to any mandatory consumer-protection rights you have under Philippine law.
Questions about these terms or a booking?
Fluffyn 168 Cleaning Inc.
UB 111 Paseo de Roxas Building, Legazpi Village, Barangay San Lorenzo, Makati City, Metro Manila, Philippines
📧 booking@fluffyn.ph · 📱 WhatsApp / Viber +63 945 170 8088