HOMETRESS Customer's Policy

Payment Policy:  All payments are due using the credit or debit card on file from our payment portal. We do not accept cash or check unless approved by upper management. If your scheduled booking is for any of these alternative methods of payment, it must be clear where either the check or cash will be in your home. Cleaning will not be performed if the cleaners are not aware of where the method of payment is located. 

Refunds: HOMETRESS LLC does not offer refunds whatsoever. In any event that a client is not happy with the services performed on the day of their cleaning, the issue must be raised within 24-hours of completing their services directly to management by calling 215-607-7361 or emailing [email protected] between 8AM – 5PM. Once we are made aware of what has happened, you”re protected under our White Glove Guarantee and we will do our best to make it right again. 

Late Fee & Payment Failure: Overdue payments are subject to a $25 late fee per day. In addition, interest will be charged 10% 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 will be sent to collections. Otherwise, legal action may be taken for continued failure to collect overdue invoices. If you are unsatisfied with your cleaning, we will gladly come back and make it right again under our White Glove Guarantee. 

Arrival Window: We do our best to be prompt on arriving at scheduled jobs. However, traffic, weather, and other bookings can affect the schedule. If your assigned cleaner is going to be late, we will contact you. If you’re flexible and the cleaner can arrive at any time, the cleaning will be in progress between 8 AM – 5 PM. Otherwise, we will try our best to accommodate your booking. 

Turn-Away Policy: 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. Thus, we charge 50% of the due bill. Once rescheduled, the fee carries over, and we only bill the remaining balance. Failure to reschedule does not warrant a refund. 

Inaccessible Home: Please ensure that your home is accessible for 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 minimum of 35-minutes before leaving. If we are unable to reach you while not being able to perform our services, you agree to be billed in full. The charge will be carried over to your rescheduled booking.