HOMETRESS LLC TERMS OF SERVICE / CUSTOMER POLICY

By booking our services, you fully agree with the terms and conditions and our policies set forth below. If you do not agree with these terms and conditions, please do not book our cleaning services.

SECTION 1 – WORK TO BE PERFORMED

1.1 Services Offered

Hometress Cleaning Service (“Hometress” or “the Company”) offers a wide range of residential cleaning services (collectively referred to as the “Services”) that cater to the needs of our customers. The Services include, but are not limited to:

a) Regular house cleaning;
b) Deep cleaning;
c) Move-in/move-out cleaning;
d) Post-construction cleaning;
e) Eco-friendly cleaning;
f) Window cleaning; and
g) Carpet and upholstery cleaning.

1.2 Service Scope

The scope of work for each Service shall be defined in a Service Agreement or a Booking Confirmation, which will detail the specific tasks to be performed, the frequency of the Services, and any additional terms and conditions specific to the Service. The Service Agreement or Booking Confirmation shall be deemed an integral part of these Terms of Service.

1.3 Customization

Hometress understands that each customer’s cleaning needs may vary. Customers may request customization of the Services by specifying their requirements at the time of booking or by contacting our customer service team. Hometress will make reasonable efforts to accommodate such requests, subject to availability and any applicable additional charges.

1.4 Equipment and Supplies

Unless otherwise agreed in writing, Hometress shall provide all necessary equipment and supplies required to perform the Services. Customers may request the use of specific products or equipment, subject to availability and any applicable additional charges. In such cases, customers must provide clear instructions on the use of such products or equipment, and Hometress shall not be responsible for any damage or unsatisfactory results arising from their use.

1.5 Service Providers

Hometress employs professional and trained cleaning personnel (“Service Providers”) to perform the Services. The Company conducts thorough background checks and provides necessary training to ensure a high level of service quality. Customers may not engage Service Providers for any services outside the scope of these Terms of Service or the applicable Service Agreement or Booking Confirmation without the prior written consent of Hometress.

1.6 Changes to Services

Customers may request changes to the Services, including changes to the scope of work, frequency, or schedule, by contacting our customer service team. Hometress will make reasonable efforts to accommodate such requests, subject to availability and any applicable additional charges. Any changes to the Services shall be reflected in a revised Service Agreement or Booking Confirmation, which shall supersede any prior agreements.

1.7 White Glove Guarantee (also known as the Satisfaction Guarantee)

Hometress, in its relentless pursuit of delivering the highest level of service, commits to the principle of absolute customer satisfaction. In the unlikely event that a client is dissatisfied with the quality of services rendered, they are entitled to notify Hometress within a period of 24 hours following the completion of the said services.
Hometress takes all client concerns under serious consideration and vows to deploy all reasonable resources to redress the situation with urgency. Based on the specific context and at the sole discretion of Hometress, a remedial strategy may include a re-clean of the areas in question or the provision of a partial or complete refund. This rectification effort will align with the terms and conditions inscribed in our White Glove Guarantee (Satisfaction Guarantee).
Our Guarantee is an affirmation of our commitment to excellence, designed to grant our clients a serene, unmatched cleaning experience. We appreciate your trust and pledge to ensure each cleaning service is executed to meet our rigorous standards. If we fall short, we are committed to rectifying the matter. However, we must clarify that certain circumstances may preclude the applicability of the White Glove Guarantee. These circumstances include but are not limited to:
  • Services that exceed the originally agreed-upon scope of the cleaning package.
  • Re-clean requests made beyond the 48-hour period post-completion of services, contravening our service agreement terms.
  • Any violations of our clearly stated terms and conditions.
Such stipulations ensure a balanced and transparent resolution process for all parties involved. We anticipate and appreciate your understanding and compliance with these guidelines. Further to these guidelines, we wish to highlight additional terms pertinent to our Satisfaction Guarantee:
  • Pre-existing Conditions: The Guarantee does not encompass pre-existing conditions beyond the purview of the cleaning personnel, including but not limited to, unmanageable damage, stains, or dirt that resist standard cleaning practices.
  • Cleaning Accessibility: If our cleaning crew is prevented from accessing all areas of the property, the Guarantee may be deemed invalid. This applies when certain areas are locked or inaccessible during our allotted cleaning time, resulting in less than satisfactory results.
  • Cancellation / Rescheduling: The White Glove Guarantee is applicable only to jobs that are neither canceled nor rescheduled on short notice (i.e., less than 48 hours prior to the scheduled service).
  • Reasonable Expectations: While our aim is to render your property immaculate, some forms of wear and tear or entrenched dirt may not be entirely removed in a standard cleaning session. We urge clients to communicate any specific cleaning needs or concerns prior to the cleaning session.
  • Valuables and Fragile Items: We advise clients to safeguard valuable or fragile items before the arrival of the cleaning team. The Guarantee does not provide cover for damage to unsecured valuable items or items that fracture due to inherent frailty.
  • Pets: If pets hinder the cleaning process, block access to areas of the home, or cause additional mess during or subsequent to the cleaning, the Guarantee may not apply.
  • Fair Use: The Guarantee is subject to a fair use policy. Clients who regularly express dissatisfaction in an attempt to procure discounted or free services may be deemed in violation of our terms and conditions.
  • Obstructions to Cleaning: The White Glove Guarantee may not apply if our cleaning crew encounters significant obstructions that impede their ability to effectively clean your property. This includes but is not limited to, large items, excessive clutter, or other objects that prevent access to areas of the home or inhibit the cleaning process. We request customers prepare their space for cleaning by removing such obstructions prior to the arrival of our cleaning team.
  • Management Discretion: Please be advised that the implementation of the White Glove Guarantee, including any decision to re-clean, adjust charges, or provide refunds, is under the sole discretion of Hometress LLC management. This includes the right to reject, adjust, or deny any claims made under this Guarantee. This policy allows us to ensure a fair and consistent application of the Guarantee across all our services and customers.
This Guarantee is supplemental and not a substitute for the terms and conditions delineated in our Service Agreement.

1.8 Before & After Photos:

Please be advised that by scheduling our services, you agree to allow our staff to take ‘before’ photos (prior to cleaning) and ‘after’ photos (following the cleaning). These images are securely transmitted to a designated team member for the purposes of evaluating service quality and cleaner performance. In doing so, you also agree to absolve HOMETRESS LLC of any liability regarding privacy law violations related to these photographs.

SECTION 2 – BOOKING AND PAYMENT

2.1 Booking Process

Customers can book the Services through the Hometress website, mobile application, or by contacting our customer service team. The booking process includes providing the necessary information, such as the customer’s contact details, property location, type of Service, and any special requests or customization. Upon receipt of the booking request, Hometress will confirm the availability of the Service and issue a Booking Confirmation, which shall include the date, time, and scope of the Services, as well as the total charges payable.

2.2 Pricing

The charges for the Services shall be based on Hometress’s standard pricing schedule or as agreed in writing between the customer and Hometress. Additional charges may apply for customized services, special requests, use of customer-supplied products or equipment, or any other services not included in the standard Service scope. All charges are exclusive of applicable taxes, which shall be added to the total charges payable by the customer.

2.3 Payment Terms

Customers shall pay the total charges for the Services as specified in the Booking Confirmation, Service Agreement, or invoice. Payment is due upon completion of the Services, unless otherwise agreed in writing between the customer and Hometress. Hometress accepts various forms of payment, including credit cards, debit cards, and electronic transfers. A valid payment method must be provided at the time of booking.

2.4 Late Payments

If a customer fails to make payment in accordance with the payment terms, Hometress reserves the right to charge interest on the overdue amount at a rate of 1.5% per month, or the maximum rate permitted by law, whichever is lower. Hometress may also suspend or cancel any future Services until the overdue amount, including any interest and fees, is paid in full.

2.5 Cancellations and Rescheduling

(a) Scheduled Service Alterations Initiated by the Client:

(i) Any client desiring to annul or modify a previously scheduled Service shall tender notice of such intention no less than 48 hours in advance of the designated Service commencement time. Cancelling within 48-hours will incur no fee’s or loss of wages to our employees.

(ii) Should a client convey notice of annulment or modification fewer than 48 hours but exceeding 24 hours prior to the predetermined Service time, a fee amounting to $75 shall be levied as a cancellation charge.

(iii) For notices of annulment or modification rendered within a window of 24 hours or less from the scheduled Service time, including any same-day notifications, the client shall incur a fee equivalent to 50% of the aggregate booking value. This charge is attributed to the wage losses sustained by the Company’s personnel.

(iv) In circumstances wherein Hometress’s operatives are present at the designated property and encounter an absence of the client or any other impediments precluding the execution of the Service, the client shall bear the cost of 100% of the initial booking value, a sum allocated to compensate for wage losses.

(b) Scheduled Service Alterations Initiated by the Company:

(i) In the event Hometress deems it necessary to annul a Service for reasons within its purview, the Company shall endeavor, with due diligence, to inform the client and shall seek to reposition the Service at the soonest practicable juncture.

(ii) Should it be determined that repositioning is impracticable, Hometress hereby commits to reimburse any and all sums previously remitted by the client in respect to the annulled Service.

Justification for Last-Minute Cancellation and Rescheduling Fees: Employee Protection

At HOMETRESS LLC, we are deeply committed to offering quality home services to our valued customers. To achieve this, we maintain a team of dedicated full-time employees who are specially trained to meet the unique needs of each home they service. Every booking made with us is not just a time slot; it’s a commitment to our employees who rely on the work for their daily wages.

Our employees dedicate their day to serving our customers, and their time is valuable. When a booking is cancelled or rescheduled without adequate notice, it not only disrupts our operations but also impacts the earnings of our employees who were counting on that job for the day. They might miss out on other potential assignments or opportunities because they had reserved their time for that particular booking.

It is with this rationale that we enforce our cancellation and rescheduling policies. These policies are designed not as a punitive measure, but as a means to ensure that our employees, who are the backbone of HOMETRESS LLC, are treated fairly and can count on a stable income. We appreciate the understanding and cooperation of our customers in this matter, as it ensures that we can continue to offer competitive pricing, superior service, and fair wages to our dedicated staff.

DISCLAIMER:

By booking our services, you hereby acknowledge and unequivocally agree to Hometress’s Cleaning Service Reschedule and Cancellation Policies. If you do not concur with these terms, we respectfully request that you refrain from booking our services.

2.6 Refund Policy

Refunds, if applicable, shall be processed in accordance with Hometress’s refund policy. Customers must submit a refund request within the specified time frame and provide any necessary documentation or information to support their claim. Hometress shall review the refund request and, if approved, issue a refund to the customer’s original payment method within a reasonable period.

SECTION 3 – CUSTOMER RESPONSIBILITIES

3.1 Access to Property

Customers shall ensure that Hometress and its Service Providers have access to the property at the scheduled Service time. Customers may provide keys, access codes, or any other means of entry, which shall be kept secure and confidential by Hometress. In the event that Hometress is unable to access the property as a result of the customer’s failure to provide access, the customer may be charged a lockout fee, as specified in the Company’s lockout policy.

3.2 Preparation for Service

Customers shall ensure that the property is reasonably prepared for the Services, including removing any clutter or obstacles that may hinder the performance of the Services. Hometress reserves the right to refuse to perform the Services or charge additional fees if the property is deemed unsafe or unsuitable for the Services.

3.3 Presence during Service

Customers may choose to be present during the Service, but it is not required. If a customer or any other person is present during the Service, they must not interfere with the Service Providers or engage in any conduct that may hinder the performance of the Services or create an unsafe environment.

3.4 Valuables and Fragile Items

Customers are responsible for securing any valuables or fragile items before the Service. Hometress shall not be liable for any loss or damage to valuables, fragile items, or any items of sentimental value unless such loss or damage is directly caused by the negligence or willful misconduct of Hometress or its Service Providers.

3.5 Pets

Customers shall ensure that any pets present at the property during the Service are properly secured and do not pose a risk to the Service Providers. Hometress reserves the right to refuse to perform the Services or charge additional fees if pets are not properly secured or pose a risk to the safety or wellbeing of the Service Providers.

3.6 Special Instructions

It is the responsibility of the customer to provide any specific instructions or essential information required for the optimal execution of our services. This information should ideally be provided at the time of booking or, at the latest, before the scheduled service time. Hometress will exert reasonable efforts to comply with these instructions, contingent on the feasibility and subject to any relevant additional charges, if applicable.

3.7 Room Restrictions

In order to ensure that specific rooms or areas remain off-limits, explicit communication with our management team is of paramount importance. This is because our cleaning professionals concentrate predominantly on the cleaning checklist given at the time of booking, and may not always notice physical signs on doors while engrossed in their tasks.

As such, simply leaving notes on doors might not guarantee the desired restriction. The most reliable method of communicating these restrictions is during the online booking process, during the cleaning consultation, or when requesting a quote. By adopting this practice, we can better guarantee your privacy and overall satisfaction with our services.

SECTION 4 – NON-SOLICITATION AND PENALTIES

4.1 Non-Solicitation

Customers agree not to directly or indirectly solicit, hire, engage, or contract with any Service Providers, employees, or contractors of Hometress, for any cleaning or related services outside the scope of these Terms of Service, the Service Agreement, or the Booking Confirmation, without the prior written consent of Hometress. This non-solicitation obligation shall remain in effect during the term of the Service Agreement or Booking Confirmation and for a period of twelve (12) months after the termination or completion of the Services.

4.2 Penalties

In the event that a customer breaches the non-solicitation obligation set forth in Section 4.1, the customer shall be liable to Hometress for liquidated damages in an amount equal to the greater of:

a) $8,500 or the maximum amount permitted by applicable law;
b) The total fees paid by the customer to Hometress for the Services during the six (6) months preceding the breach; or
c) Six (6) months of the Service Provider’s compensation, calculated based on their average monthly compensation during the six (6) months preceding the breach.

The parties agree that the liquidated damages set forth herein represent a reasonable estimate of the damages that Hometress would suffer as a result of a breach of the non-solicitation obligation and are not intended as a penalty.

4.3 Injunctive Relief

In addition to the liquidated damages provided in Section 4.2, Hometress may seek injunctive relief or any other appropriate remedies available under applicable law to prevent or restrain any breach or threatened breach of the non-solicitation obligation by the customer.

4.4 Third-Party Beneficiaries

The Service Providers, employees, and contractors of Hometress are intended third-party beneficiaries of the non-solicitation obligation set forth in this Section 4 and shall have the right to enforce such obligation directly against the customer.

4.5 Finder’s Fee

In the event that Hometress provides written consent for a customer to directly hire, engage, or contract with a Service Provider, employee, or contractor outside the scope of these Terms of Service, the Service Agreement, or the Booking Confirmation, the customer shall pay Hometress a one-time finder’s fee. The finder’s fee shall be an amount equal to twenty percent (20%) of the Service Provider’s, employee’s, or contractor’s annualized compensation for the first year of their engagement with the customer.

The finder’s fee shall be payable to Hometress within thirty (30) days of the commencement of the Service Provider’s, employee’s, or contractor’s engagement with the customer. The customer’s obligation to pay the finder’s fee is independent of any other obligations or liabilities arising from the customer’s engagement with the Service Provider, employee, or contractor, and shall not be subject to any set-off, counterclaim, or deduction.

Hometress reserves the right to waive or modify the finder’s fee in its sole discretion, upon written notice to the customer.

SECTION 5 – SERVICES NOT INCLUDED

Hometress is committed to providing high-quality residential cleaning services to our customers. However, there are certain tasks and cleaning services that our Service Providers are unable to perform due to safety concerns, specialized training requirements, or other factors. The following is a non-exhaustive list of services not included in our standard offerings:

5.1 Cleaning Electrical Items

Our Service Providers will not clean or wipe down electrical items, such as outlets, switches, appliances, or other electrical equipment, as doing so may pose a risk of injury or damage.

5.2 Moving Heavy Furniture or Objects

Service Providers will not move heavy furniture or objects that could pose a risk of injury or damage to the property, the Service Providers, or the items being moved.

5.3 Cleaning Animal or Rodent Waste and Pet Areas

Our Service Providers are not equipped to clean animal or rodent waste, pet tanks, or other specialized pet areas.

5.4 Exterior Window Cleaning

Hometress does not provide exterior window cleaning services as part of our standard offerings.

5.5 Hard-to-Reach Areas

Our Service Providers will not clean areas beyond arm’s length or that require a ladder or other specialized equipment to access.

5.6 Biohazard and Dangerous Materials

Service Providers will not clean biohazardous materials, dangerous objects, or other substances that pose a risk to their safety or health.

5.7 Cleaning Tasks Not Included in Chosen Checklist

Our Service Providers will only perform the cleaning tasks specified in the customer’s chosen checklist or Service Agreement. Any additional tasks not included in the agreed-upon scope of work may be subject to additional charges or may not be performed at all.

5.8 Removal of Paint, Black Marks, Debris, and Other Hard-to-Remove Substances

Our Service Providers will not remove paint, black marks, debris, construction materials, or other hard-to-remove substances or materials that require specialized equipment or chemicals.

5.9 Potentially Dangerous or Hazardous Areas

Service Providers will not clean in areas deemed potentially dangerous or hazardous, including any location that requires special precautions to protect their safety.

5.10 Decontamination, Feces & Urine Cleanup

Hometress does not offer biohazard cleaning, decontamination cleaning, feces cleanup, or urine cleanup services due to the specialized training and equipment required for handling biohazardous materials.

Customers are advised to seek out a professional biohazard cleaning company equipped to handle these types of specialized cleaning needs. We apologize for any inconvenience this may cause and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to contact us.

SECTION 7 – UNREACHABLE AREAS, HEAVY OBJECTS, & BREAKAGE/DAMAGE/LOSS

7.1 Safety Precautions

For the safety of our Service Providers, Hometress has established certain limitations and precautions when it comes to cleaning tasks:

a) Our cleaners are prohibited from climbing higher than a stepping stool; b) Cleaning outside the home is not included in our standard service offerings; c) Cleaners are not permitted to move objects weighing more than 40 pounds.

7.2 Customer Responsibility

Customers are responsible for moving any heavy objects (over 40 pounds) prior to the cleaning appointment. If heavy objects are obstructing our cleaners from performing their duties, additional charges may be incurred.

7.3 Prohibited Cleaning Areas

Our cleaners are strictly prohibited from cleaning areas that are beyond arm’s length and require a ladder or other specialized equipment. These areas are considered unreachable and will not be cleaned as part of our standard service offerings.

7.4 Breakage, Damage, and Loss

Although rare, accidents can happen. Our cleaners take reasonable care when cleaning your home. Hometress carries a 2M general liability insurance policy for any damage or breakage caused by our cleaners. However, we are not liable for any damage caused by natural wear and tear, improper installation of any item, or collectible or family heirlooms not disclosed during the booking process.

Customers who request cleaning of delicate items, heirlooms, antiques, relics, collectibles, pricey objects, or prized possessions accept full responsibility for any damage that may occur. We ask you to inform us of such item(s) beforehand so our cleaners know which items to avoid or handle with extra care during the cleaning.

If an accident resulting in damage or loss occurs, you must notify us within 24 hours by phone at 215-607-7361 or email at care@hometress.com. Our staff will attempt to find a replacement if possible, but this is not guaranteed. If the notification is made outside of the 24-hour window, we reserve the right to refuse any compensation.

We prioritize the safety and well-being of our Service Providers and appreciate your understanding and cooperation in adhering to these safety guidelines and procedures.

SECTION 8 – RIGHTS TO REFUSE SERVICE

8.1 Grounds for Refusal or Termination of Service

Hometress reserves the right to refuse or terminate services to any customer for reasons including, but not limited to:

a) Safety concerns; b) Inappropriate behavior; c) Uncomfortable situations; d) Sexual harassment; e) Hoarding or severe clutter; f) Disconnected utilities; g) Disrespect or verbal abuse directed at our Service Providers.

8.2 Employee and Contractor Rights

Our employees and contractors have the right to leave the premises if they encounter:

a) Extreme unsanitary conditions; b) Threatening or uncomfortable situations.

8.3 Cancellation Fee

If our Service Providers decide to leave under the circumstances outlined in Section 8.2, the customer will be charged a cancellation fee of $75.

Hometress is committed to providing a safe and respectful work environment for our Service Providers. We appreciate your understanding and cooperation in adhering to these guidelines to ensure the well-being and safety of our employees and contractors.

SECTION 9 – CLEANERS’ ARRIVAL WINDOWS

9.1 Arrival Window

Due to the high demand for our services and various factors that may impact our cleaners’ schedules, we maintain a 3-hour arrival window for all appointments. Occasionally, the arrival window may be extended due to unforeseen circumstances.

9.2 Factors Affecting Arrival Window

Our cleaners strive to arrive promptly for scheduled jobs. However, factors such as traffic, scheduling, weather conditions, and other external influences may impact the arrival window. As a result, we cannot guarantee the arrival window under any circumstances.

9.3 Customer Communication

If our staff experiences continued lateness in arriving at your home, we will contact you to discuss the situation and work out an immediate solution. We value your time and appreciate your understanding and flexibility as we navigate these scheduling challenges.

HOMETRESS LLC reserves the right to change or modify this agreement at any time without prior notice to you.