Customer Service Terms and Conditions

Effective July 31, 2026

IMPORTANT: Please read these Terms before approving an estimate or allowing work to begin. The accepted estimate and these Terms together form the service agreement.

1. Agreement and Acceptance

These Customer Service Terms and Conditions (the "Terms") are between Soap and the City Soft Wash, LLC, doing business as AAA Window Cleaning & Solutions ("AAA," "Company," "we," "us," or "our") and the customer identified in the applicable estimate, work order, membership, or invoice ("Customer" or "you"). The Terms apply to residential and commercial services performed by AAA, including window cleaning, screen and track cleaning, hard-water stain removal, window film and tint installation, pressure washing and soft washing, and gutter cleaning.

Your estimate or work order identifies the property, scope, price, and any special terms. By approving an estimate, signing a work order, paying a deposit, allowing work to begin, or enrolling in a recurring service plan, you confirm that you have read and accepted these Terms and that you are the property owner or are authorized to approve the work. If an estimate or signed writing conflicts with these Terms, the estimate or signed writing controls only as to that conflict. Changes to an accepted scope or price must be approved by the Customer, including approval by email or text message.

2. Estimates, Scope, and Changed Conditions

Unless the estimate states otherwise, an estimate is based on information reasonably available when it is prepared, including Customer descriptions, photographs, property records, square footage, or a site visit. Phone and online window-cleaning estimates may use an assumed window count and configuration. The final price may be adjusted before or during service if the actual quantity, size, height, access, pane configuration, condition, or requested work differs materially from the information used for the estimate. AAA will explain and obtain approval for a material price or scope change before performing the additional work.

Only items expressly listed in the accepted estimate are included. Screens, detailed tracks and sills, full-frame detailing, storm windows, skylights, lanterns, hard-water or paint removal, gutter-guard removal, full downspout clearing, roof debris removal, and moving personal property are excluded unless listed. Taxes, permits, parking, lift rental, special access equipment, and other project-specific charges are included only if stated.

3. Scheduling, Weather, and Cancellation

Arrival times are estimates and may be affected by weather, traffic, prior jobs, safety conditions, or events outside AAA's reasonable control. AAA may postpone or stop work when conditions are unsafe or could impair service quality.

Rescheduled work will be placed in the next reasonably available opening, taking previously scheduled customers into account.

The Customer must give at least 48 hours' notice to cancel or reschedule. If less notice is given, the property is inaccessible, the Customer refuses access, or required site conditions are not ready, AAA may charge the lesser of $250 or the scheduled service price, plus any nonrecoverable project costs. This charge may be waived in AAA's reasonable discretion for emergencies or other exceptional circumstances. Any project-specific deposit and cancellation terms stated in the estimate control.

4. Property Access and Customer Responsibilities

The Customer authorizes AAA and its employees and subcontractors to enter the service areas of the property at the scheduled time and, on reasonable notice, to inspect or photograph conditions before, during, or after service. The Customer does not need to be present for exterior-only work unless the estimate requires it.

The Customer must provide safe, lawful access to all included areas and disclose gates, alarms, access restrictions, fragile areas, concealed utilities, septic systems, wells, irrigation, ponds, security systems, and known hazards.

Before arrival, the Customer must: securely close and latch windows and doors; remove or protect vehicles, furniture, cushions, flags, decorations, artwork, potted plants, electronics, and other personal property from work areas; keep people, pets, and aquatic life safely away; unlock necessary gates; identify nonfunctioning or leaking fixtures; and complete any additional preparation stated in the appointment reminder or estimate. For interior service, the Customer must provide a reasonably clear path to each included window and secure valuables, medications, firearms, and sensitive information.

When water is required, the Customer will provide an operating, accessible exterior spigot with adequate flow at no charge. The Customer must disclose well water or low pressure and avoid competing water use during service. AAA may decline use of an unsafe or leaking connection. If adequate water or access is unavailable, AAA may reschedule and charge reasonable additional mobilization or water-transport costs after notifying the Customer.

5. Inspection, Existing Conditions, and Photographs

AAA may document the property and work with photographs or video. Pre-existing defects can become more visible after cleaning, including oxidation, fading, stains, scratches, failed seals, loose paint or caulk, brittle screens, damaged frames, cracked glass, deteriorated wood, failing mortar, loose siding, efflorescence, spalling concrete, and mismatched repairs. AAA is not responsible for the existence or increased visibility of a pre-existing condition or for damage caused by defective, improperly installed, inadequately maintained, or end-of-life materials, except to the extent AAA's negligence independently causes additional damage.

If AAA discovers a condition that creates a material risk of injury, damage, or an unsatisfactory result, AAA may stop or exclude the affected work, propose a change order, or reschedule until the condition is corrected.

6. Window Cleaning - Service Standards and Limitations

Standard exterior cleaning includes the glass and the frame treatment described in the estimate. Interior glass is hand cleaned and includes a courtesy wipe of accessible sills unless a more detailed track, sill, or frame service is listed. Screens are cleaned only when included. Storm windows, divided-light panes, specialty glass, roof windows, and unusually difficult access may require separate pricing.

Routine cleaning does not include removal of hard-water deposits, paint, silicone, adhesive, construction debris, artillery fungus, mineral etching, scratches, oxidation, or other bonded contamination. Complete stain removal is not guaranteed; some deposits permanently etch glass. AAA will not use a razor, scraper, abrasive, acid, or restoration process unless the method is included or separately approved. The Customer acknowledges that fabricating debris on some tempered or heat-treated glass can cause scratching when scraped; AAA may require a separate written authorization before performing scraper-based restoration.

AAA is not responsible for fogging, moisture, or leakage caused by failed insulated-glass seals, defective gaskets, loose glazing, open windows, or windows that do not close or drain properly. Water-fed pole cleaning may leave temporary water on frames or adjacent surfaces; purified-water spotting caused by later runoff from dirty building components is not a workmanship defect.

7. Window Film and Tint

Film selection is based on the Customer's stated goals, the glass information available, and manufacturer guidance. Actual shade, reflectivity, heat rejection, glare reduction, privacy, and appearance vary with lighting, glass, orientation, and film type. Film reduces ultraviolet exposure but cannot prevent all fading or guarantee a particular energy-cost reduction, room temperature, or privacy level.

The Customer will disclose glass type, coatings, laminated or tempered glass, prior film, window warranties, and known defects. AAA may decline an installation that is incompatible or presents an unreasonable thermal-stress or glass-breakage risk. Unless caused by negligent installation, AAA is not responsible for glass failure resulting from glass defects, thermal stress, frame movement, incompatible pre-existing conditions, or inaccurate information supplied by the Customer.

New film may initially appear hazy or show small water pockets while curing. Cure time varies with weather, glass, and product. The Customer must follow the written care instructions and must not clean or disturb the film during the stated cure period. Minor edge gaps necessary for installation are normal. Manufacturer warranties, if any, are limited to their written terms; labor or removal coverage is included only if the estimate or warranty expressly says so.

8. Pressure Washing and Soft Washing

AAA selects pressure, tools, and cleaning solutions based on the surface and condition. Pretreatment and low-pressure soft washing may be used on siding, wood, stucco, roofs, and other delicate materials. Cleaning may reveal oxidation, fading, stains, repairs, color differences, loose coatings, or deterioration that was previously hidden by dirt or organic growth.

The Customer must disclose water intrusion, unsealed openings, exterior electrical issues, fresh paint or concrete, failing coatings, loose materials, delicate landscaping, and surfaces subject to a manufacturer or installer restriction. The Customer must ensure exterior electrical outlets and fixtures are properly covered, weather-rated, and de-energized when requested. AAA is not responsible for water entry through defective seals, open or improperly closed windows or doors, or construction defects.

Concrete varies by mix, pour, finish, age, curing, repairs, and prior treatment. Cleaning can expose aggregate, spalling, cream-coat failure, rust, efflorescence, color variation, or pre-existing etching. AAA will not knowingly pressure clean concrete poured within the previous 12 months unless the Customer and AAA agree in writing to a suitable method. Pressure or soft washing cannot guarantee removal of every oil, rust, fertilizer, paint, irrigation, or organic stain.

9. Gutter Cleaning

Unless the estimate states otherwise, gutter cleaning includes removing accessible debris from gutters, clearing clogs at downspout openings, and collecting or relocating service debris as described in the estimate. Full downspout flushing or disassembly, underground drain clearing, gutter-guard removal and reinstallation, roof washing, repairs, resealing, and hauling away unrelated roof debris are not included unless listed.

AAA may choose ladder, pole, vacuum, hand-removal, or limited roof-access methods. AAA may decline to walk a roof or access an area because of pitch, height, wetness, material, deterioration, power lines, pests, or other unsafe conditions. A gutter cleaning is not a roof, drainage, or building inspection. Any visible concern mentioned by a technician is informational and should be evaluated by an appropriate licensed professional. AAA does not guarantee that gutters, downspouts, or underground drains will remain free flowing after service or perform correctly if they are damaged, undersized, improperly pitched, disconnected, or connected to a blocked underground system.

10. Recurring Service and AAA Clear Club

If the Customer enrolls in the AAA Clear Club or another recurring plan, the accepted member quote or enrollment confirmation will state the plan, visit frequency, included services, member pricing and payment method. The AAA Clear Club Membership terms in section 10A also apply. The Customer authorizes AAA to contact the Customer to schedule plan visits and to charge the payment method on file as the plan terms describe.

Priority scheduling and locked pricing depend on continued enrollment, substantially unchanged property and scope, and safe access. Add-ons and conditions outside the recurring scope are priced separately. The Customer may cancel as the plan terms state. Cancellation does not remove charges for completed work.

10A. AAA Clear Club Membership

Effective September 30, 2026.

What this covers. These membership terms apply when you join the AAA Clear Club. The rest of the Customer Service Terms still apply. If the two conflict, these membership terms control for your membership.

Plans.

	Once a Year	Twice a Year	Every Season
Window cleaning visits per membership year	1	2	4
Gutter cleanings included per membership year	None	1	2
Window cleaning price	Your quoted price, locked 2 years	Your quoted price, locked 2 years	Your quoted price, locked 2 years
Member discount on extra gutter cleanings, pressure washing and other AAA services (window film excluded)	5%	10%	20%
Streak-free re-clean promise	None	7 Days after Visit - must specify windows	Anytime - must specify windows
Priority scheduling	No	Yes	Yes
Discounts across our family of service brands	None	10%	15%

A membership year starts on the date you enroll and renews on that date each year.

Your window price. Your window cleaning price is the price in your accepted member quote, based on your home and the service you chose (outside only, or inside and out). That price is locked in for at least 2 years as long as you stay a member and your home and service stay the same. If you add or remove windows, change between outside only and inside and out, or your home changes, we'll quote the new price and ask you to approve it first. After two years, the Company reserves the right to change your locked-in price, and you will be provided written notice of any increases at least 30 days prior to any changes. If an extraordinary cost change outside our control ever forces a price change within the two-year lock-up period, we'll give you at least 30 days' written notice, and you can cancel before it takes effect.

Included gutter cleaning. Twice a Year (window cleaning twice a year) includes 1 gutter cleaning each membership year. Every Season (window cleaning four times a year) includes 2. The number doesn't change with how you pay.

We blow out or hand-clear the gutters, clear the downspout openings, check the flow, and move debris to natural areas on your property.

Gutters with guards are cleaned the same way. We blow debris off the top of the guards and don't remove them.

Not included: full downspout flushing or taking downspouts apart, underground drains, hand dip and bag, repairs, clearing debris from the roof, and roof washing. We can quote these separately at your member discount.

Included gutter cleanings cover 1 and 2 story homes up to 6,000 sq ft. For a 3-story home, each included cleaning costs $50. Homes over 6,000 sq ft get a custom quote.

Included gutter cleanings are done at a scheduled member visit for window cleaning. An included cleaning that isn't used in its membership year does not carry over and has no cash value.

The price and membership are non-transferrable.

Member discounts. Your discount applies to our regular price for extra gutter cleanings, pressure washing and other services. It does not apply to window film. Twice a Year and Every Season members also get 10% or 15%, respectively, off services from our family of home-service brands: Soap and the City, Paver Savers, and Merry & Bright. Member pricing does not combine with other offers, including the online-approval discount and the multi-service discount.

Streak-free re-clean promise. If a window we cleaned isn't streak-free, tell us which windows within your plan's re-clean timeframe above and we'll come back and re-clean it at no charge. Every Season members can ask any time between visits. This promise replaces the three-day notice period in section 11 for member window cleanings. It is a re-clean promise, not a refund. The limits in section 11 still apply, such as new dirt, pollen, weather and runoff.

Scheduling. Your first visit is set when you join (see "Fall first visit" below). After that, we schedule member visits at our discretion in coordination with you. Twice a Year and Every Season members get priority on our calendar. You may request specific weeks or dates; while we will attempt to accommodate requests, we cannot guarantee all requests will be met. Section 3 (Scheduling, Weather, and Cancellation) applies to each visit.

Fall first visit (launch offer). The first 100 members to enroll online get their first visit, window cleaning plus the included gutter cleaning, in fall 2026, by December 19, 2026, weather permitting. We count members in the order their enrollment is approved. Members who join after the first 100 start on the regular schedule above.

Payment. You choose how to pay when you join.

Monthly: your yearly total (your visit price times the number of visits in your plan) divided by 12 and rounded up to the next dollar. We charge the first 3 months at sign-up, then one monthly payment each month on the same day of the month.

Per visit: we charge your card on file when the visit is confirmed, before the crew arrives.

Extra services you approve are charged to your card on file when that service is confirmed.

Your card is stored securely by our payment processor. You authorize Soap and the City Soft Wash LLC dba AAA Window Cleaning to charge it as described here until you cancel.

If a charge fails, we'll let you know and try again. We may pause visits until the payment is made. If a payment stays unpaid, we may end the membership.

If we charged you for a confirmed visit and it doesn't happen, we'll reschedule it or refund that visit charge.

Changing plans. You can switch plans or payment method at any time by call or text. The change applies from your next payment or visit. No refunds will be made if you decide to downgrade your plan.

Cancelling. Your membership continues until you cancel. You can cancel at any time by calling or texting (704) 544-8970 or emailing info@aaawindowcleaning.com. When you cancel, future charges and visits stop and you owe nothing more, except for a visit or extra service already completed and not yet paid for. Payments already made are not refunded. Included gutter cleanings you haven't used end when the membership ends. To cancel a single visit without cancelling the membership, section 3's 48-hour notice applies.

If you cancel and rejoin within 12 months, your included gutter cleanings continue from your earlier membership year instead of starting over.

Moving or selling your home. The membership is for the home in your quote. If you move, you can cancel, or we can quote your new home and move the membership there.

Changes to these terms. We may update these membership terms for the future by posting a new version with its effective date. We'll tell current members about any change that affects their price, included services or payment, at least 30 days before it applies.

11. Workmanship Promise and Service Concerns

AAA stands behind its workmanship. If a Customer believes included window cleaning is streaked or another service was not performed as stated, the Customer must notify AAA within three calendar days after service and provide reasonable access and supporting photographs when requested. Conditions that become reasonably discoverable only later must be reported promptly after discovery.

AAA will inspect the concern and, if it determines that covered work does not meet the agreed scope, will reperform the affected work at no additional charge. Reperformance is the primary remedy for a workmanship concern. The promise does not cover new dirt, pollen, weather, irrigation, runoff, user damage, pre-existing conditions, permanent staining or etching, excluded work, or results that the estimate identifies as uncertain. Product and film warranties are governed by their separate written terms.

12. Damage Claims and Limitation of Responsibility

AAA will exercise reasonable care. The Customer must report alleged property damage in writing within three calendar days after service, or promptly after discovery if the damage was not reasonably discoverable within that period, and must preserve the condition for inspection. AAA will have a reasonable opportunity, generally up to 30 days, to inspect and, if responsible, to repair the damage or arrange and pay for a reasonable repair. The Customer may take emergency steps reasonably necessary to prevent further damage.

To the fullest extent permitted by applicable law, AAA is not liable for indirect, incidental, special, exemplary, or consequential damages, including loss of use, lost profits, business interruption, or diminution in value. Nothing in these Terms excludes liability that cannot lawfully be excluded or limits responsibility for AAA's gross negligence, willful misconduct, or other liability that applicable law does not permit the parties to limit.

13. Payment, Late Amounts, and Collection

Payment is due upon completion unless the estimate or a written account agreement states otherwise. Deposits, if required, must be paid before scheduling or ordering special materials and are applied to the invoice. The Customer is responsible for approved change orders, applicable taxes, and disclosed payment-processing charges. Returned payments may be charged the actual bank cost and any amount allowed by law.

An undisputed amount not paid when due may accrue a late charge only at the rate stated on the invoice or the maximum rate allowed by applicable law, whichever is lower. The Customer must raise a good-faith billing dispute promptly and pay any undisputed portion. AAA may suspend future work while an account is past due. To the extent permitted by law, the Customer is responsible for reasonable collection costs and attorneys' fees actually incurred to collect a valid unpaid balance.

14. Safety, Subcontractors, and Events Beyond Control

The Customer will not direct AAA personnel to use an unsafe method or access an unsafe area. AAA may use trained employees or insured subcontractors and remains responsible for coordinating the contracted work. Neither party is liable for delay caused by severe weather, acts of government, utility interruption, labor or material shortage, casualty, epidemic, or another event beyond that party's reasonable control; payment remains due for completed work and specially ordered, nonreturnable materials.

15. Communications, Reviews, and Media

The Customer consents to service-related calls, emails, and texts, including appointment notices and follow-ups, at the contact information provided. Consent to marketing texts is not a condition of purchase and is governed by the separate SMS terms and opt-out instructions. AAA may request a review but will not condition service or a remedy on a positive review.

Property photographs may be used internally for estimating, training, quality control, safety, and claim documentation. AAA will not use identifiable images of the Customer's property for public advertising without the Customer's permission, which may be withdrawn for future use by written notice. AAA will not publish the Customer's name, address, or other sensitive information with an image without separate permission.

16. Disputes, Governing Law, and Venue

The parties will first try in good faith to resolve any dispute through direct written notice and a reasonable opportunity to inspect or cure. Unless applicable law requires otherwise, these Terms are governed by North Carolina law, without regard to conflict-of-law rules. Any lawsuit that is not properly brought in small claims court will be filed in a state or federal court with jurisdiction in or serving Iredell County, North Carolina, and each party consents to that venue.

The parties may agree in a separate signed writing to mediate or arbitrate a dispute. These Terms do not require binding arbitration unless the accepted estimate or a separate arbitration agreement clearly states the arbitration terms and is accepted by both parties. Nothing here limits a consumer right or remedy that cannot be waived under applicable law.

17. General Provisions

These Terms, the accepted estimate, approved change orders, and any incorporated plan or warranty terms are the entire agreement for the work and replace prior discussions about that work. A waiver on one occasion is not a continuing waiver. If a provision is unenforceable, it will be limited or removed only to the minimum extent necessary, and the remainder will continue in effect. The Customer may not transfer the agreement without AAA's written consent, except that a written transferable product warranty may be transferred according to its terms. Electronic signatures, approvals, and records are effective as originals.

AAA may update these Terms for future transactions by posting a revised version and effective date. The version linked to or provided with the Customer's accepted estimate governs that transaction unless both parties agree otherwise.

18. Contact

AAA Window Cleaning & Solutions
Phone: (704) 544-8970
Email: sales@aaawindowcleaning.com
Website: https://www.aaawindowsolutions.com/