HOMETRESS LLC TERMS OF SERVICE / CUSTOMER POLICY

Payments 

Payments are due upon completion of service and will be collected using the credit or debit card on file from our payment portal. We do not accept cash or checks whatsoever for residential cleaning – under no circumstance. We use Stripe as our payment processor which uses encrypted protocols for a secure connection. It’s completely safe to use our services

Reoccuring Discounts 

Reoccuring discounts start AFTER the first cleaning and are only given to customers who are on our automated recurring schedule (weekly, bi-weekly or monthly schedule). Recurring discounts are not given to customers who are returning customers. However, exceptions do apply. Also, frequent skipping of recurring cleanings or rescheduling may result in a change in your recurring schedule and a drop in your discounted rate.

Refunds 

We do not offer refunds due to the nature of our services. However, we understand mistakes can happen, and if you aren’t satisfied with your services, please give us a call or email us within 24 hours and we will rectify the situation immediately. You are fully protected by our White Glove Guarantee and we can provide up to 2-hours of free re-cleaning if cleaning tasks were missed by our cleaning staff. 

White Glove Guarantee 

If a customer is not satisfied with our services, they can request a re-cleaning if we are made aware of any issues within 24 hours. The customer must provide pictures and/or videos of cleaning tasks that were missed or incomplete by our cleaning staff and that were included in their checklist. The situation will be evaluated by management. Once a decision has been made, we will resend our cleaning staff back for a free re-cleaning for up to 1-hour. 

Same-Day Cleaning

Same-day cleanings incur a $45 additional fee. Same-Day Cleanings are subject to the availability of our cleaners and if we are unable to arrive the same day you’ve booked our services, we will give you a call to reschedule and you will not be subject to additional charges. Please know that same-day cleanings are not guaranteed and will not result in any further discounts if we cannot perform services the same-day.

Cancellation Fee 

If the customer cancels after 8 AM, we charge $75 of the cancellation fee of the booking total. Our cleaners prepare for each job the day before and it’s considered expected wages. If their wages are lost due to unexpected circumstances or a change of mind from the customer, we have the right to charge a cancellation fee. If the customer decides to reschedule, the fee can carry over and become included in the total cost of the cleaning. Failure to reschedule does not warrant a refund of the cancellation fee.

Disruption of Services 

Our cleaning teams prepare for each job, as we do not treat every home the same. Turning away our cleaners (for any reason) is a disruption to our services. Therefore, you agree to be billed a cancellation fee of $75. if rescheduled, the fee carries over, and we only bill the remaining balance. Failure to reschedule does not warrant a refund of the cancellation fee. 

Inaccessible Home

Please ensure that your home is accessible to our cleaners. Whether it’s a hidden key or someone being home, this should be communicated. If our cleaning crew is unable to access your home, our management will give you a call immediately. 

Our teams will stay at the property for a maximum of 15-minutes before leaving. If we are unable to reach you while not being able to perform our services, you agree to be billed a cancellation fee of $75. The charge will be carried over to your rescheduled booking. 

Payment Failure & Late Fees 

Overdue payments are subject to a $25 late fee per day for 30 days. After 30 days, interest will be charged at 12.5% per month on all overdue invoices. Hometress reserves all rights under Pennsylvania law to collect any amounts due and owing in this agreement. Any dormant payments for 3 months or more may be sent to collections. Continued failure to collect on overdue invoices will result in legal action. 

Cleaners Arrival Windows 

We have a 3-hour arrival window due to the increased demand of our services and occasionally, we may increase the arrival window due to any circumstance. Our cleaners will try their best to be prompt to arrive at scheduled jobs on-time. However, traffic, schedule, weather and other conditions can affect the cleaner’s arrival window. So, we cannot guarantee the arrival window under any circumstances. If our staff have continued lateness arriving at your home, we will call you to remedy the situation and work out an immediate solution. 

Service Fees & Job Bid Revisions 

Please understand that we provide instant quotes based on our booking form or by phone call. If you decide to receive a quote by phone, our professional staff will give you a price based on years of experience in the cleaning industry. If you decide to book online, please be as honest as possible about the conditions of your home, so there is no confusion or surprises once we arrive.

Once our staff arrives at your home and begins the cleaning job, we reserve the right to modify the price due to several factors, including but not limited to:

• The condition of your home is different from what was initially communicated during the booking
• Additional work or services requested by the customer during the cleaning session
• Unforeseen circumstances, such as excessive clutter or debris that were not visible during the booking process
• Changes in the scope of work requested by the customer

In such cases, we will call and discuss the changes and the new price with you before continuing with the cleaning. If we are unable to reach you, our staff will leave and you may be charged a cancellation fee. We reserve all rights to reevaluate rates at any time based on several factors to ensure our cleaning crew can meet your expectations.

Please note that we also reserve the right to modify the price due to economic factors, such as increases in the price of gas, changes in economic conditions, increases in service demand, or shortages of staff. If this occurs, we will notify you of the price change before continuing with the cleaning session.

Unreachable Areas & Heavy Objects 

For the safety of our cleaners, our employees cannot climb higher than a stepping stool or clean outside of your home. Cleaners will not move objects heavier than 40 pounds. If you have heavy objects, please move them before cleaning. Otherwise, if heavy objects are impeding their way of performing their cleaning duties, you may be charged further.  Additionally, cleaning areas that are beyond an arm-length and require a ladder, our cleaners will not be able to clean such areas, and is strictly prohibited. 

Key Release 

Customers’ keys are stored in a lock box and only our managing staff and team leaders have access to them. If you decide to leave the door unlocked or place the keys under a mat or any other area for our cleaners to gain entry inside your property, we will not be responsible for any damages or theft inside your home. Upon termination of service, we will return any customer keys in our possession no later than 48 hours from the day of termination of services.

Recurring & Returning Customer Service Rate Increase 

Use of Homeowner Cleaning Supplies / Equipment

If you request our cleaners to use your cleaning supplies and/or equipment, we will not assume or accept any responsibility for repairs, maintenance, or damage caused by or to any of these units. You assume full responsibility for requesting our cleaners to use your supplies or equipment. Our cleaners come with their own supplies and equipment and are fully prepared to handle any cleaning situation at hand. 

Unreachable Areas & Heavy Objects 

For the safety of our cleaners, our employees cannot climb higher than a stepping stool or clean outside of your home. Cleaners will not move objects heavier than 40 pounds. If you have heavy objects, please move them before cleaning. Otherwise, if heavy objects are impeding their way of performing their cleaning duties, you may be charged further.  Additionally, cleaning areas that are beyond an arm-length and require a ladder, our cleaners will not be able to clean such areas, and is strictly prohibited. 

Cleaning Services Not Included: 

While Hometress cleaners will strive to clean your home to the fullest, there are some things they cannot do: 

• Wiping down or cleaning electrical items.
• Moving heavy furniture or other objects that are too heavy. 
• Cleaning animal or rodent waste or other pet tanks or areas.
• Washing the exterior of your home’s windows.
• Any hard-to-reach areas that are beyond arm’s length (or require a ladder).
• Cleaning biohazard and/or other dangerous materials or objects.
• Cleaning tasks that are not included in your chosen checklist
• Removal of paint, black marks, debris, construction material or any other hard-to-remove stains substance or material. 
• Cleaning in potentially dangerous or hazardous areas (otherwise defined as any place that requires special precautions to protect the safety of our workers). 

Empty Space / Vacant Property

We consider all empty spaces / vacant properties a move in or move out cleaning by default. If your cleaning package differs, we will recommend that you upgrade your package to a move-in or move-out related or you can opt for our hourly rate cleaning. If it’s not a moving-related cleaning, but vacant / empty, the quote is subject to change depending on the tasks required to complete the cleaning job. 

Breakage/Damage & Loss 

While this situation is rare, our cleaners take reasonable care when cleaning your home. We carry 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. 

Asking our cleaners to clean delicate items, heirlooms, antiques, relics, collectibles, pricey objects, or prized possessions, you accept full responsibility for any damage that may occur. Therefore, we ask you to let us know of said item(s) beforehand so we know the units to avoid or pay close attention to during the cleaning. 

Additionally, if an accident such as damage/loss has occurred, you must notify us within 24 hours by phone at 215-607-7361 or email at [email protected] Our staff will attempt to find a replacement if possible, but not guaranteed. If outside the 24-hour window, we have the right to refuse any compensation. 

Rights to Refuse Service 

We reserve all rights to refuse/terminate services to any customer because of safety concerns, inappropriate behavior, uncomfortable situations, sexual harassment, a hoarder or severe clutter, disconnected utilities, or disrespecting or yelling at the cleaners. Our employees or contractors have the right to leave the premises if the house is left in extreme unsanitary conditions or if they feel threatened or uncomfortable. If our cleaners decide to leave under these circumstances, you will be charged a cancellation fee of $75.

Non-Solicitation Agreement & Finder Fee

We understand you love your cleaning team, but we strictly forbid any forms of solicitations to our cleaning staff. Hometress defines solicitation as verbal, text, or written communication to work outside of the company for private or public work. Hometress devotes an enormous amount of time, energy, and effort to screening, training, and hiring cleaners. Hometress Cleaning Service strives to have the highest-paid cleaners in Philadelphia and surrounding areas.

This agreement helps us protect our success and keep employees or contractors happy and retained within our company. Unfortunately, some people want quality without paying the price and attempt to solicit or poach our cleaners to undercut our quote or take advantage of our cleaners. For this reason, both customers, contractors, and employees agree to our non-solicitation policy, and if breached, a fee of $2500 will be evaluated for damage.

This helps decrease unfair solicitation that harms our business and undermines the amazing experience our customers has with Hometress Cleaning Service. Please do not solicit or hire our cleaners directly. By booking with us and using our services, you are agreeing to our non-solicitation agreement. For any form of solicitation, we have the right to terminate services and seek a $2,500 finder fee on an individual basis.

Inclement Weather

We will be closed when weather conditions prevent local Philadelphia County schools from opening.

Decontamination, Feces & Urine Cleanup:

We at Hometress Cleaning Service are committed to providing top-quality cleaning services to our clients. However, due to the specialized training and equipment required for handling biohazardous materials, we currently do not offer biohazard cleaning, decontamination cleaning, feces cleanup, or urine cleanup as part of our service offerings.

We understand that these types of situations can be difficult and stressful, and we want to ensure that our clients receive the highest level of care and safety. Therefore, we recommend seeking out a professional biohazard cleaning company that is equipped to handle these types of specialized cleaning needs.

We apologize for any inconvenience this may cause, and we appreciate your understanding. If you have any further questions or concerns, please do not hesitate to contact us.

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