Hometress · Policies
Customer policy
We're still putting the full policy document together. In the meantime, here are the answers customers ask for most — each one summarized from our Terms of Service, which is the binding version if anything here reads differently.
Cancelling or rescheduling
Advance bookings are secured with a 50% deposit, charged when you book, which is non-refundable. On top of that:
- More than 48 hours' notice — no cancellation fee.
- Between 24 and 48 hours — a $75 cancellation fee, charged to the card on file.
- Less than 24 hours — a fee equal to 50% of the total original booking value.
- Lockout or no access— if the cleaner arrives and can't get in or can't work for a reason within your control, the fee is 100% of the booking value.
Same-day bookings are paid 100% upfront. Once a cleaner is assigned, that payment is non-refundable if you cancel. If we can't provide the service, you receive a 100% refund to your original payment method within 3–5 business days. Full text: Terms, Section 2.4.
If something is damaged
Report it within 48 hoursof the service, with photos of the item and the damage. Validated claims are resolved fairly — that can mean coordinating a repair or reimbursing the item's current value, which isn't always replacement cost. Claims reported after that window may be denied. Normal wear and tear, pre-existing damage, improperly installed items, and fragile or valuable pieces not pointed out beforehand generally aren't covered. Full text: Terms, Section 5.5.
Insurance and liability
Hometress carries general liability insurance, which may cover damage resulting directly from a cleaner's negligence during service. Our maximum liability for property damage per incident is the lesser of the fees you paid Hometress over the three months before the incident, or $500. That cap does not apply to proven gross negligence or willful misconduct, and does not limit personal-injury claims. Full text: Terms, Section 7.2.
Anything specific — including exactly what we hold on file for your booking, or how a particular claim will be handled — just ask. Message us through the site or reply to any booking email and a real person will sort it out. Practical details for your visit are also in the FAQ and your booking confirmation.