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 aren't charged when you book. Your card is saved when you book, a temporary authorization hold is placed on it a few days before your visit (right away if your visit is sooner than that), and you're charged in full after the cleaning is finished. If you cancel:
- More than 48 hours' notice — no cancellation fee, and any hold is released.
- 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: the full price is held on your card as soon as you book and charged when the clean is complete. Once a cleaner is assigned, cancelling costs 100% of the price. If we can't provide your service, we release the hold on your card and you aren't charged. Your bank may take a few business days to clear it from your statement. Full text: Terms, Section 2.4.
If something is damaged
Report it within 48 hours of 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.