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1. Definitions
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2. Scope of Services
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3. Fees and Payment
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4. Client Obligations
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5. At-Will Service Relationship
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6. Re-Clean Guarantee
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7. Damage Reporting Window
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8. Liability and Limitations
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9. Documentation and Evidence
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10. Data and Privacy
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11. Termination
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12. Dispute Resolution
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13. Governing Law
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14. Changes to These Terms
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15. Contact
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16. Tier-Structure Amendments (Pending Counsel Review)
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16. Tier-Structure Amendments (Pending Counsel Review)
Amendment 1 — §11.A
Tier-Bundled Services
Rationale: The current §11 frames operational services as discretionary $50/hour add-ons. The new tier structure bundles many of those services into the monthly fee. This clause recognizes tier-bundled services as standard inclusions, subject to caps.
Where the Client has subscribed to a service tier that bundles specific operational services into a flat monthly fee ("Tier-Bundled Services"), those services are included in the monthly fee at no additional charge subject to the caps and operational limits specified in the tier description and this Agreement.
Tier-Bundled Services may include, depending on tier subscription: Trash Valet Service, Maintenance Project Management, Quarterly Safety & Compliance Checks, Pre-Check-In Walkthroughs, Annual Performance Reset, Emergency Response Coordination, Insurance/Damage Claim Reporting, and other operational services as specified.
Tier-Bundled Services that exceed the caps stated in the tier description are billed as add-on services per Section 11 and Section 16. The Client's subscription to a tier does not waive caps, surcharges, or operational limits applicable to that tier.
Amendment 2 — §16.7
Tier Property Size Surcharges
Rationale: Property Readiness and Guest & Asset Assurance are sized for properties up to 3BR/2BA. Larger properties incur monthly surcharges. This clause authorizes those surcharges.
Service tiers are sized for properties up to 3 bedrooms / 2 bathrooms. Properties exceeding this size that subscribe to Property Readiness, Guest & Asset Assurance, or other applicable levels are charged a Property Size Surcharge in addition to the standard tier monthly fee, as follows:
• Property Readiness: $25/month Large Property Surcharge for properties with 4+ bedrooms
• Guest & Asset Assurance: $50/month Asset Management Surcharge for properties with 4+ bedrooms
These surcharges cover the additional supply scope, inspection time, replacement tracking, and operational overhead required for larger properties. ACI may decline tier subscription for properties whose size or complexity exceeds practical service delivery, in which case the property may be moved to Complete Property Operations or to per-clean billing.
Property size surcharges are billed monthly on the same schedule as the tier subscription fee.
Amendment 3 — §11.B
Tier Service Caps and Overage
Rationale: Tiers include specific caps on bundled services (maintenance incidents, walkthroughs, trash bins, etc.). This clause authorizes overage billing when caps are exceeded.
Tier-Bundled Services are subject to operational caps as specified in each tier description. Services that exceed these caps within a billing period are billed as overage at the rates specified below.
Guest & Asset Assurance level Caps and Overage:
• Maintenance Project Coordination: 2 incidents per month included; 3rd incident and beyond billed at standard $50 Project Management Fee plus $50/hour (30-minute minimum) per Section 11
• Trash Bin Management: 2 bins per service included (1 trash, 1 recycle); additional bins or curbside overflow management billed at $10 per visit
• Rotating Deep Clean Tasks: 30 minutes per turnover allocated; tasks requiring more time scheduled as separate add-on or rolled into next deep clean
• Pre-Check-In Walkthroughs: 3 per month included; additional walkthroughs billed at $20 per instance
Complete Property Operations level Caps and Overage:
• Listing Platforms: 4 platforms managed (e.g., Airbnb, VRBO, Direct Booking, Booking.com); additional platforms billed at hourly rate
• After-Hours Guest Support: 24/7 emergency response covers physical emergencies only (leaks, lockouts, safety/security issues); non-emergency guest hand-holding after 9:00 PM is handled via automation
Complete Property Operations Guest Occupancy Tier Pricing: Base price covers properties with up to 10 guest occupancy capacity. Each additional 2-guest increment in occupancy capacity increases monthly fee by $50.
Pet-Friendly Properties: Properties classified as pet-friendly on Guest & Asset Assurance or Complete Property Operations levels add $25/month to cover hair-removal labor in rotating tasks and inspections.
Overages are documented in monthly statements with itemization and billed automatically per Section 16.
Amendment 4 — §13.7
Triple Guarantee Commitments
Rationale: Codifies the customer-facing Triple Guarantee and clarifies its interaction with the §18.1 liability cap.
Notwithstanding the limitation of liability in Section 18.1, ACI offers the following specific guarantees:
Guarantee 1 — Done Right (Guest-Ready Guarantee): If a turnover fails to meet our documented cleaning standards as evidenced by photo documentation and complaint within 24 hours per Section 13.1, ACI will return at no charge to remediate. If remediation is unsuccessful, ACI will credit the full cost of the original clean.
Guarantee 2 — On Time (Same-Day Coverage Guarantee): If ACI fails to complete a confirmed same-day turnover before guest arrival, ACI will (a) credit the full cost of the clean, and (b) provide a guest-experience accommodation up to a maximum of $150 (such as a meal voucher or equivalent), to be applied while ACI completes the work. This guarantee applies only when the turnover was confirmed on ACI's schedule at least 24 hours in advance of guest arrival, and excludes delays caused by conditions outside ACI's control as specified in Section 5.2.
Guarantee 3 — Fully Visible (Owner Visibility Guarantee): ACI commits to providing real-time service updates including team-en-route notification, on-site arrival confirmation, mid-clean status, completion notification, and final guest-ready confirmation through the owner portal or designated communication channel.
These guarantees represent ACI's specific service commitments and are the Client's exclusive remedies for the conditions they address. Aggregate liability under these guarantees combined with all other claims arising from a service visit remains limited per Section 18.1.
Amendment 5 — §6.3
Extended Stay & Mid-Stay Cleaning
Rationale: Adds rules for mid-stay refresh requirements, extended-stay pricing differentials, and the 21+ day deep reset fee.
Extended stays — bookings exceeding 14 days — require a different service profile than standard turnovers. The following rules apply:
Mandatory Mid-Stay Clean: Bookings exceeding 10 nights require a mid-stay cleaning at minimum. The mid-stay clean is at guest or owner expense per the Client's booking platform configuration. ACI is not responsible for guest experience consequences when a mandatory mid-stay clean is declined.
Extended Stay Pricing Differentials:
• Stay-Over Clean (linen swap and surface wipe with guest belongings present): 75% of the standard turnover rate for the property
• Full Mid-Stay Clean (full reset while guest is present): 110% of the standard turnover rate, reflecting the additional labor required to clean around guest belongings and operate within guest schedule constraints
Extended Stay Heavy Fee: Bookings exceeding 21 days incur an additional $50 Deep Reset fee on the final turnover, applied to address the additional grime and dust accumulation that occurs when a property is not turned weekly.
Cleaning around guest personal belongings is documented separately. Items damaged or displaced during mid-stay cleaning that the Client classifies as guest-handled belongings are subject to the indemnification provisions of Section 18.4.
Amendment 6 — §10.1
Tier-Based Supply Management
Rationale: Replaces the existing Standard/Premium Supply Program with a four-tier supply commitment matching the new service tiers.
Supply management commitments scale with the Client's service tier. Each tier defines a specific level of supply support detailed in the published Supply Standards (referenced on ACI's website and in the Service Details page).
Cleaning Operations level: Includes supply visibility only. ACI checks, reports, and documents low or missing items. The Client is solely responsible for purchasing, storing, and maintaining all guest supplies. ACI is not responsible for guest complaints arising from owner-supply inadequacy.
Property Readiness level: Includes managed restocking of approved guest consumables to par levels published in Supply Standards. Supplies are purchased by ACI and billed to the Client at actual cost (no markup) per monthly itemized invoice, OR pulled from owner-approved inventory stored onsite. Includes inventory tracking for up to 12 SKU items; excessive inventory management beyond 12 SKUs is billed at the standard $50/hour rate.
Guest & Asset Assurance level: Includes everything in Pro plus property-readiness tracking — recommendations for replacement of linens, batteries, light bulbs, HVAC filters, smart-lock batteries, safety items, and other guest-impact items. Replacements require Client approval before purchase. Reserve inventory of consumables and replacement items maintained onsite.
Complete Property Operations level: Includes everything in Guest & Asset Assurance plus guest-experience inventory management — welcome items, branded amenities, listing-specific consumables, and guest recovery items. Inventory standards are property-specific and approved by Client during onboarding.
All supplies, replacements, and consumables across all tiers are billed at actual cost. Supply program billing for Pro through Complete Property Operations tiers is included in the monthly tier fee; consumable costs are billed separately per monthly invoice.
Amendment 7 — §12.3
Annual Performance Reset (Guest & Asset Assurance level)
Rationale: Codifies the scope, scheduling, and operational expectations of the Guest & Asset Assurance-tier Annual Performance Reset.
Properties subscribed to the Guest & Asset Assurance receive one (1) Annual Performance Reset per calendar year, scheduled by ACI during the September–October slower season at a date mutually agreed by ACI and the Client.
Annual Performance Reset Scope:
• Up to 8 hours of supervisor-level on-site labor
• Mechanical health check of in-scope appliances
• Hardware tightening throughout the property (cabinet handles, door hinges, fixtures)
• Comprehensive inventory audit including linens, supplies, equipment
• Restoration tasks beyond standard turnover scope, equivalent to a deep clean intensity
• Documentation report including before/after photos, identified maintenance items, and replacement recommendations
The Annual Performance Reset is included in the Guest & Asset Assurance monthly fee and represents ACI's commitment to property condition preservation. Properties that do not subscribe through a full calendar year do not receive the Annual Performance Reset; pro-rated alternatives are available upon request.
Scheduling: ACI will propose an Annual Performance Reset date no later than August 31 of each year. The Client must confirm the proposed date or request an alternative within 14 days. Failure to schedule the Annual Performance Reset by November 30 forfeits that calendar year's reset; it does not roll over.
Past versions
We keep prior versions of our Terms of Service available for transparency. If you signed up under an earlier version, that version still governed your relationship with us through the effective dates shown.
- Version 2.0 — effective Oct 15, 2025 – Mar 31, 2026Download PDF
- Version 1.1 — effective May 1, 2025 – Oct 14, 2025Download PDF
- Version 1.0 — effective Jan 1, 2025 – Apr 30, 2025Download PDF