Terms of Service

How Hometress Works: Connecting You with Cleaning Pros

It's helpful to understand our role from the start. Hometress operates as a referral agency and booking platform. Think of us as expert connectors! We don't just pass bookings along; we build relationships and partner closely with experienced, background-checked, independent cleaning professionals ("Cleaners").

• These Cleaners are self-employed contractors who run their own established cleaning businesses and use our platform to connect with great clients like you.
• Hometress connects you with these professionals. We handle the booking coordination, provide customer support, manage secure payment processing, and take care of the administrative logistics. This allows the Cleaners to focus on what they do best – making your home sparkle!
• Important: Hometress does not directly employ the Cleaners. We act as the facilitator or agent connecting you, the Customer, with these independent service providers for your cleaning needs.

About These Terms of Service

These Terms of Service ("Terms") outline the agreement between you (our valued "Customer") and Hometress LLC regarding your use of our platform and the cleaning services arranged through us. They cover the services available, how booking, payments, and cancellations work, the roles and responsibilities involved, our quality guarantee, how we handle any issues, and other important legal details.

Your Agreement

By booking a cleaning service through the Hometress platform (whether via our website, [app if applicable], or phone), you are confirming that you have read, understood, and agree to follow these Terms of Service in their entirety.

Please take a moment to read them carefully. If anything is unclear, our customer service team (215) 607-7361 or care@hometress.com is always happy to help!

1.1What We Offer (Our Services)

We connect you with independent cleaning professionals who offer a range of residential cleaning services. Common services include:

• Regular House Cleaning (ongoing maintenance)
• Deep Cleaning (for a more thorough clean)
• Move-In / Move-Out Cleaning
• Post-Construction Cleaning
• Eco-Friendly Cleaning Options
• Window Cleaning (typically interior – check booking details)
• Carpet & Upholstery Cleaning

(Specific details, inclusions, and limitations for each service type can be found on our website or confirmed during your booking.)

1.2Agreeing on the Job (Service Scope)

Every cleaning job is unique. The exact tasks to be performed, how often (for recurring services), and any other specific details or terms for your cleaning will be clearly listed in the Booking Confirmation or Service Agreement document you receive from us after you book. Our cleaners are solely in charge of how they perform each tasks of your home.

• This Booking Confirmation is important – it defines the "scope of work" that the cleaning professional will perform. Please review it to ensure it matches your expectations.

1.3Customizing Your Cleaning & Making Changes

Need specific areas focused on, or have a special request? We get it!

• Customization: Let us know your specific needs when you book online or by contacting customer service. We'll do our best to accommodate reasonable requests, depending on availability and the standard scope of the service you selected.
• Changes: If you need to change the scope, frequency, or schedule of your service after booking, please contact customer service as soon as possible.
• Please Note: Significant changes or requests that go beyond the standard service scope might require adjusting the price. We will always confirm any potential additional charges with you beforehand. Agreed changes will be reflected in an updated Booking Confirmation.

1.4Equipment & Supplies

• Our Standard: Hometress ensures the independent professionals referred are equipped with standard professional-grade cleaning supplies and equipment needed for the job.
• Your Products/Equipment: If you strongly prefer the cleaner use your specific products or equipment (like a special vacuum or cleaner), please inform us during booking and provide clear instructions for their safe and effective use before the service begins.
  • While Cleaners aim to be flexible where practical, they retain the right to decline using customer-provided items if they deem them unsuitable, unsafe, or incompatible with their professional methods.
  • Hometress and the referred Cleaners are not responsible for any damage or unsatisfactory results arising from the use of customer-provided items. Additional charges might apply depending on the request.

2.1Booking Your Cleaning

Ready for a clean home? You can book our services easily through the Hometress website (hometress.com/book-now) or by contacting our customer service team ((215) 607-7361).

• You'll provide your contact info, address, the type of cleaning you need, and any special requests.
• We'll confirm our availability for your requested date/time.
• You'll receive a Booking Confirmation via email detailing the service scope, date, estimated arrival window, and the estimated charges. Please review this to make sure everything looks right!

2.2Securing Your Appointment: Payments & Deposits

To confirm your booking and reserve a professional cleaner's time, we require a valid payment method (like a credit card) to be kept securely on file. Here's how payments work depending on your booking type:

• (A) Advance Bookings (Scheduled ahead of time):
  • A 50% non-refundable deposit, based on the estimated service cost, is charged when you book.
  • This deposit secures your appointment slot and is applied toward your total bill. It is non-refundable even if you cancel (see Cancellation policy below).
• (B) Same-Day Bookings (Booking for service today):
  • Due to the immediate scheduling and resource commitment involved, 100% full payment of the estimated service cost is required upfront when you book.
  • This payment confirms your booking and allows us to dispatch a cleaner promptly.

2.3Paying the Balance (For Advance Bookings)

If you booked in advance (Option 2.2 A), the remaining 50% balance is due once your cleaning service is completed.

• Shortly after the service concludes, we will automatically charge the payment method on file for the final balance due (which may be adjusted for actual time/scope if different from the estimate).

2.4Changing Plans: Cancellations & Rescheduling

We understand schedules can change. Please provide as much notice as possible if you need to cancel or reschedule. Our policy reflects fairness to you while also protecting the cleaner's reserved time and potential lost of income: Our contractors directly take a loss for last-min cancellations and cancellation fee's mitigate those losses.

• (A) For Advance Bookings (with 50% Deposit):
  • More than 48 hours notice: No additional cancellation fee is charged. (Please remember your initial 50% deposit remains non-refundable).
  • Between 24 – 48 hours notice: A $75 cancellation fee will be charged to the card on file.
  • Less than 24 hours notice: A cancellation fee equal to 50% of the total original booking value will be charged.
  • Lockout / No Access: If the cleaner arrives for your scheduled appointment but cannot gain entry or perform the service due to reasons within your control (no key, locked out, unprepared/unsafe site), a fee equal to 100% of the booking value will be charged.
• (B) For Same-Day Bookings (Paid 100% Upfront):
  • If You Cancel: Once your same-day booking is confirmed and a cleaner has been assigned/dispatched, the 100% upfront payment is non-refundable if you choose to cancel. This covers the immediate commitment of resources.
  • If Hometress Cannot Provide Service: If we are unable to find a cleaner for your confirmed booking, or if a dispatched cleaner cannot arrive due to unforeseen circumstances on our end, you will receive a 100% full refund. Refunds are processed back to your original payment method within 3-5 business days.

2.5Arrival Window

We'll provide an estimated arrival window (usually 2-3 hours) for your cleaning appointment. Our teams do their best to arrive promptly! However, please understand that unexpected delays can occur due to traffic, weather, or issues at prior jobs.

• We cannot guarantee exact arrival times, but we will make every effort to notify you if we anticipate a significant delay. Your flexibility is appreciated!

3.1Our Role & The Cleaning Professionals

• Hometress is a Referral Platform: Think of us as a connector. We specialize in finding experienced, background-checked, independent home cleaning professionals ("Cleaners") and matching them with clients like you who need their services.
• Independent Professionals & Service Delivery: The Cleaners referred through our platform are self-employed contractors. They run their own cleaning businesses and use Hometress to connect with customers. As independent professionals, they use their expertise to perform the cleaning tasks outlined in your Booking Confirmation effectively and professionally. Essentially, when you book through Hometress, you are purchasing the completion of a defined 'cleaning checklist' – the desired outcome for your home. The independent Cleaner determines the most effective methods, techniques, and sequence to accomplish the tasks on that checklist, using their professional judgment and experience. Hometress does not direct or control how the Cleaner performs the work, only what work (the checklist items) is included in the service you purchased via your Booking Confirmation.

3.2Your Role: Partnering for a Great Clean

To help the Cleaner provide you with the best possible service efficiently and safely, we rely on your cooperation:

• Provide Access: Please make sure the Cleaner can get into your home at the scheduled time. This might mean providing keys, access codes, or being there to let them in. (Note: If access isn't provided, lockout fees may apply – see Section 2.4 A).
• Prepare Your Space: A little tidying beforehand helps immensely! Clearing excessive clutter or personal items from floors and surfaces allows the Cleaner to focus on the actual cleaning tasks detailed in your booking. (Note: Significant clutter may impact the cleaning scope – see Section 4).
• Pet Safety: We love furry friends! For everyone's comfort and safety, please ensure your pets are secured in a comfortable spot away from the areas being cleaned during the service. Let us know of any specific pet instructions when booking.
• Secure Valuables: Before the cleaning, please put away any irreplaceable items, fragile heirlooms, or valuable objects. While Cleaners take great care, we recommend securing these items to prevent accidents. (See Section 5 for our policy on accidental damage).
• Share Special Instructions: Have specific priorities or things the Cleaner should know? Please include these details when you book or communicate them clearly through Hometress customer service before the appointment begins.

3.3Professional & Respectful Interaction

We strive for a positive experience based on mutual respect:

• Courtesy: Please treat the Cleaners with courtesy and respect. Any inappropriate behavior, harassment, or disrespect towards Cleaners is unacceptable and may lead to immediate termination of service (See Section 4).
• Communication Channel: To ensure clear communication and tracking, please direct all requests regarding scheduling changes, service scope adjustments, feedback, or any issues directly to Hometress customer service (215) 607-7361 or care@hometress.com. Please refrain from exchanging personal contact information with the Cleaners or making side arrangements for services.

3.4Non-Solicitation Agreement (Hiring Cleaners Directly)

Hometress invests considerable effort in recruiting, vetting, and connecting you with high-quality independent Cleaners via our platform. When you use our service, you agree that you will not directly hire or engage any Cleaner we have referred or introduced to you for any cleaning services outside of the Hometress platform.

• This agreement applies while you are using our service and for twelve (12) months after your last service booked through Hometress.
• Bypassing our platform undermines the referral agreement. If you wish to hire a Cleaner directly whom you met through Hometress, you must contact us first; a significant finder's fee is required before any direct engagement can occur. Violating this agreement may result in 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.

4.1Standard Service Limitations (Safety & Scope)

To ensure the safety of the independent Cleaners and your home, and to keep service focused, some tasks are outside the scope of our standard cleaning services:

Height Restrictions:

• Height Safety: Cleaners work safely using standard two-step stools provided by Hometress or the client. They do not climb higher (no ladders) and will only clean areas within safe reach from the floor or the step stool.
• Heavy Lifting: For safety, Cleaners cannot move furniture or objects weighing more than 30 pounds. If heavy items block areas needing cleaning, please move them before the appointment.
• Exterior Work: Our standard services focus on the interior of your home. Exterior cleaning (like outside windows, patios, garages) is not included unless specifically listed in your Booking Confirmation as an added service.

Specialized Tasks We Don't Perform: Cleaners are not equipped or trained for certain specialized or hazardous tasks, including:

• Cleaning sensitive electrical items directly (like inside outlets or live fixtures).
• Cleaning animal waste (e.g., litter boxes, significant pet accidents), rodent waste, or pet enclosures/tanks.
• Handling biohazards, mold remediation, dangerous materials, blood, or bodily fluids (these require specialized certified services).
• Removing paint, stubborn marks, construction debris, or substances needing industrial chemicals/tools.
• Detailed clutter removal or organization (unless booked specifically as such). Cleaners will clean around cluttered areas as accessible.

4.2Our Right to Adjust or Refuse Service

The safety and respect of the independent Cleaners using our platform are essential. Hometress and the referred Cleaners reserve the right to refuse service or leave a job site if they encounter the following situations:

• Unsafe Conditions: This includes extreme clutter or hoarding that prevents safe movement or cleaning, pest infestations, hazardous materials being present, or any situation deemed dangerous.
• Lack of Essential Utilities: Access to running water and electricity within the home is required to perform cleaning services effectively. Service may be refused or significantly impacted if these are unavailable.
• Inappropriate or Threatening Behavior: Any form of disrespect, harassment, threats, discrimination, or behavior that makes the Cleaner feel unsafe or uncomfortable is grounds for immediate service termination.
• Unsecured / Risky Pets: If pets are not properly secured and pose a safety risk or significantly hinder the cleaning process.
• Misrepresented Scope: If the condition of the home is substantially different from what was described at booking, requiring work far beyond the agreed scope and timeframe.

Please Note: If service is refused or stopped mid-way due to these customer-controlled reasons, cancellation fees (as outlined in Section 2.4) may still apply to compensate the Cleaner for their time and travel.

5.1Our White Glove Guarantee (Our Promise to You)

We stand by the quality of the cleaning services provided through our platform. If you're not happy with any aspect of your cleaning, please tell us within 48 hours of when the service was completed.

5.2Reporting Quality Concerns

• How: Contact Hometress Customer Service directly via phone (215) 607-7361 or email care@hometress.com.
• When: Please reach out within 48 hours after the cleaning was finished. Timely reporting helps us address the issue effectively.
• What: Briefly explain the issue and, if possible, include photos of the specific area(s) of concern. This helps us understand exactly what needs attention.
• Resolution Process: Hometress will promptly review your concern reported within the 48-hour window. This typically involves discussing the details with the independent Cleaner involved and reviewing available evidence (like photos). Based on this review, Hometress management will determine the appropriate resolution under our White Glove Guarantee, which will generally be either: (full details in Section 5.3 below)
  • (A) Arranging a free re-clean for the specific area(s); OR
  • (B) Issuing a partial or full credit/refund.

5.3How We Handle Service Quality Disputes (Our Intermediary Role)

If you report a concern about the quality or completeness of the cleaning service within 48 hours (as per Section 5.2), Hometress, as the referral platform, acts as an intermediary to help facilitate a resolution between you and the independent Cleaner. Our process typically includes:

1. Reviewing your specific concerns and comparing them against the agreed-upon scope of work in your Booking Confirmation.
2. Gathering relevant information. This may involve requesting details and evidence (such as before/after photos, per Section 5.6) from the independent Cleaner regarding the work performed.
3. Facilitating communication, where appropriate, to see if a direct understanding or resolution can be reached.
4. Making a Determination Under Our Guarantee: Based on the available information (including your report, photos, Cleaner input, and the booking scope), Hometress management will determine the appropriate resolution under the terms of our White Glove Guarantee (Section 5.1). This decision may involve arranging a free re-clean of the specific areas in question or issuing a partial or full credit/refund. (This decision relates to the remedy Hometress provides via its platform guarantee, not a legal judgment on the cleaner's overall performance standard).

5.4Limits to the Guarantee (The Fine Print)

Our guarantee aims to be fair but has reasonable limits. It generally doesn't cover situations where:

• The issue relates to tasks outside the agreed-upon scope in your Booking Confirmation.
• You report the concern after the 48-hour window has passed.
• The Cleaner's work was hindered by issues outlined in Sections 3 & 4 (like lack of access, excessive clutter, unsafe conditions, unsecured pets).
• The problem involves pre-existing damage, heavy wear-and-tear, or ingrained stains not removable by standard cleaning methods.
• The original service was affected by a short-notice reschedule or cancellation initiated by you (less than 48 hours notice).
• We believe the guarantee is being misused (e.g., repeatedly claiming issues solely to get discounts).

Hometress management has the final discretion regarding guarantee resolutions.

5.5Handling Accidental Breakage or Damage

Accidents during cleaning are rare, but they can occur. The independent Cleaners are expected to treat your home and belongings with care.

• Reporting Damage: If you notice any item broken or damaged that you believe happened during the cleaning service, please report it to Hometress Customer Service within 48 hours of the service completion. Please include photos of the item and the damage.
• Our Responsibility & Insurance: Hometress maintains general liability insurance that may cover damage directly resulting from a referred Cleaner's negligence during the service. We are generally not liable for damage arising from:
  • Normal wear and tear.
  • Improper installation of an item (e.g., a poorly mounted shelf that falls).
  • Pre-existing damage.
  • Damage to highly fragile, valuable, or sentimental items that you did not specifically point out or secure beforehand (as requested in Section 3.2). By asking for delicate items to be cleaned, you acknowledge some inherent risk.
• Resolution: For timely reported (within 48 hours) and validated claims, Hometress will work with you towards a fair resolution. This could involve repair coordination, reimbursement based on the item's current value (not necessarily replacement cost), or other appropriate compensation, subject to our overall liability limits outlined in Section 7.
• Late Reporting: Damage reported after the 48-hour window may unfortunately be denied, as it becomes difficult to verify when or how the damage occurred.

5.6Documenting Our Work (Before & After Photos)

To ensure we're providing top-quality service and to document the great results, the independent Cleaners referred by Hometress typically take "before" and "after" photos of the areas they clean.

• Why We Take Photos:
  • Service Verification & Dispute Resolution: Photos serve as a clear record of the property's condition before and after service. This documentation helps protect both you and the independent Cleaner by providing objective information should any questions or disputes about the service quality or scope arise later (see details in this Section). Hometress uses these photos primarily as objective proof of work to confirm the agreed-upon checklist was addressed and may utilize them to help resolve any payment or service disputes fairly. Hometress does not use these photos to control or direct the specific methods used by the independent Cleaner in performing their work.
  • Showcasing Our Work (Marketing): We sometimes like to show off impressive cleaning transformations! We might use select photos for marketing (like on our website or social media), but we will only use photos that focus strictly on the cleaned areas and do not show any people or personally identifying information. Your privacy is important.
• Your Control Over Marketing Photos: If you happen to see a photo in our marketing materials that you believe is from your home and you'd prefer it wasn't used, simply email us at care@hometress.com. Let us know which photo, and we will promptly remove it.
• Your Agreement: By booking a service with Hometress, you agree to allow these photos to be taken for the quality control and anonymized marketing purposes described here. You also agree Hometress LLC is not liable for privacy concerns related to photos used appropriately under these terms, especially given the safeguards for marketing materials and your right to request removal.

6.1Failed or Late Payments

Payment is due as outlined in Section 2 (deposit/full payment at booking, balance upon completion for advance bookings).

• If a Payment Fails: If your payment method on file is declined, we'll notify you promptly to provide an alternative method to settle the amount due.
• Late Fees: Balances not paid when due may be considered overdue. Overdue accounts may incur late fees or interest calculated at 1.5% per month (or the maximum rate permitted by Pennsylvania [or other state] law, if lower) on the outstanding amount.
• Service Suspension: We reserve the right to pause or cancel any future scheduled cleanings until your account balance, including any accrued fees, is paid in full.

6.2Disputing Charges & Bank Chargebacks

Have a question about a charge on your bill? Please reach out to us first!

• Billing Inquiries: Contact Hometress Customer Service (ideally billing@hometress.com or (215) 607-7361) within 5 business days of the charge date if you suspect an error. Provide details, and we'll investigate promptly.
• Chargeback Policy: We ask that you contact us to resolve any billing concerns before initiating a chargeback with your bank or credit card company. Initiating a chargeback without prior communication with us to resolve the issue is considered a breach of these terms.
• Chargeback Fee & Consequences: If an unauthorized chargeback is filed, a $50 processing fee will be added to your account balance, in addition to the original amount owed. We will actively dispute unwarranted chargebacks, may pursue collection of the debt plus fees, and may report the matter to credit agencies.

6.3Collections Process for Unpaid Balances

We prefer to resolve payment matters directly with you. However, Hometress reserves the right to pursue collection efforts for accounts that remain unpaid after reasonable notification attempts (typically accounts delinquent over 15-30 days).

• Action: Delinquent accounts may be referred to a third-party collection agency or pursued via legal action, such as filing a claim in the Philadelphia Municipal Court (Small Claims division).
• Your Responsibility for Costs: By booking our services, you agree that if collection efforts or legal action become necessary due to your failure to pay, you will be responsible for all associated costs. This includes, but is not limited to:
  • Collection agency fees.
  • Court costs and filing fees.
  • Reasonable attorney fees, as permitted by law and detailed below.
  • Other costs incurred in the collection process.
• Agreed Limits on Attorney Fees: To provide clarity, if Hometress must engage an attorney for collection:
  • For outstanding balances under $1,000, you agree to pay reasonable attorney fees up to a maximum of $350.
  • For outstanding balances of $1,000 or more, you agree to pay reasonable attorney fees up to a maximum of 35% of the amount owed or $2,500, whichever is less.
• Credit Reporting: We reserve the right to report significantly delinquent accounts to major credit reporting agencies in accordance with applicable laws, after providing you with required notice and a final opportunity to pay.

6.4Fraudulent Activity & Service Abuse

Hometress takes fraudulent activity and abuse of our booking platform and services very seriously. We have systems in place (including those used by our payment processor) to detect potentially fraudulent transactions. Activities considered fraudulent, high-risk, or abusive include, but are not limited to:

• Using stolen, cloned, or unauthorized credit cards or payment methods.
• Repeatedly providing payment methods that fail basic validation checks (e.g., incorrect CVC, name/address/zip code mismatches flagged by payment systems).
• Attempting transactions with multiple declined cards in a short period.
• Initiating chargebacks for services that were rendered according to the agreed scope (see Section 6.2).
• Attempting to book new services while having a known outstanding, unpaid balance from previous Hometress services without making payment arrangements.
• Any pattern of activity flagged as high-risk or potentially fraudulent by our payment processing partners.

If fraudulent activity or clear service abuse is suspected or confirmed, Hometress reserves the absolute right to take immediate action, which may include:

• Canceling any existing or future bookings immediately without notice.
• Refusing any future service requests indefinitely.
• Permanently blocking access to our booking platform.
• Reporting the incident and relevant information to payment processors, financial institutions, and appropriate law enforcement authorities.
• Pursuing all available legal remedies to recover funds and address damages caused by the fraudulent activity.

7.1Understanding Service Risks

Home cleaning involves activity within your personal space. While the independent Cleaners referred by Hometress exercise reasonable care, you acknowledge that the service inherently involves normal risks, such as incidental contact with surfaces or minor variations in results due to pre-existing conditions in your home.

7.2Our Limitation of Liability (Important – Please Read)

Hometress stands by the quality of service facilitated through our platform (as detailed in our Section 5 Guarantee). However, accidents, while rare, can occur. To provide our services at a competitive price, Hometress LLC's financial responsibility (liability) for any claims related to property damage arising directly from the cleaning service performed by a referred Cleaner is limited.

• Our maximum liability for property damage per incident will NOT exceed the LESSER of these two amounts:
  • (a) The total fees you paid to Hometress for service over the three (3) months immediately prior to the date of the incident; OR
  • (b) $500.00 USD.
• Scope: This limit applies to claims for property damage resulting from standard cleaning activities or accidental breakage during the service. It is subject to the timely reporting requirements outlined in Section 5.5.
• Exclusions: This financial limitation does not apply to damages resulting from proven gross negligence or willful misconduct by Hometress or the referred Cleaner, nor does it limit liability for personal injury claims or other liabilities that cannot be legally limited under Pennsylvania law.

7.3Events Beyond Our Control (Force Majeure)

Sometimes, major events outside our reasonable control happen (like severe weather emergencies, natural disasters, pandemics, widespread utility failures, or civil disturbances). Hometress is not liable for delays, inability to perform service, or damages caused by such "Force Majeure" events. If such an event occurs, we'll communicate with you as soon as possible and attempt to reschedule service where feasible.

7.4Communicating Electronically

By booking with Hometress and providing your email address and/or phone number, you consent to receive communications from us electronically (e.g., email, text messages, platform notifications). These communications may relate to your bookings, payments, account information, service updates, and promotional offers (from which you can opt-out). Please ensure your contact information on file is accurate and up-to-date.

7.5Governing Law

These Terms of Service, and any disputes arising from or related to the services provided by Hometress, will be governed by and interpreted in accordance with the laws of the Commonwealth of Pennsylvania, Seattle, Chicago or other service areas we operate in regard to its conflict of law principles.

7.6Changes to These Terms

Hometress reserves the right to update or modify these Terms of Service at any time. We will post the revised terms on our website https://www.hometress.com/terms-of-service/, and the changes will become effective immediately upon posting. We encourage you to review these terms periodically. Your continued use of our services after any changes signifies your acceptance of the revised terms.

7.7Your Agreement

By booking a cleaning service with Hometress LLC, you confirm that you have read, understood, and agree to be bound by all sections of these Terms of Service.