By using our website to book your cleaning service, you agree to be bound by the following terms & conditions.
Booking services online does not guarantee your cleaning appointment; your appointment will be confirmed upon receipt of a booking confirmation phone call and/or email.
We generally send one cleaner to your home. Occasionally more cleaners may be needed due to the complexity of the clean or scheduling. However, we will do our best to limit the rotation of our cleaning crew in your home while still providing consistency.
Right to Refuse Service
We reserve the right to deny and/or terminate service including but not limited to: safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter & disconnected utilities.
Our employees have the choice to leave if the home or commercial unit is in an extremely unsanitary condition or they feel unsafe/threatened. If this occurs, you will be charged the cancellation fee. Our price quotes are based on the information you provided regarding the status and condition of your home or commercial unit. Should the home or commercial unit require additional time or cleaning services not anticipated in the original price quote, you will be subject to a service fee or price adjustment up to $50. We will contact you prior to the commencement of the service to discuss and confirm any price adjustments that exceed $50.
Cleaning Day Preparation
For efficiency, we ask that you take a few minutes to tidy up to allow the cleaners easy access to the areas/surfaces to be cleaned: floors, counter-tops, tabletops, etc. If you’d like our cleaners to do these tasks for you, call our office in advance so your cleaning fee can be adjusted for the additional time required.
These services are available for an extra charge:
Clean Interior Windows Sills
Clean Inside Kitchen Cabinets (only if empty)
Clean Inside Oven
Clean Inside Fridge (only if empty)
Sweep Inside Garage
We will gladly work around your pets and request that they remain in their boarding cages or left outside the premises for cleaning efficiency & safety concerns.
Our cleaners are instructed to not enter a home or commercial unit if they believe an animal is a threat,. If the removal of our cleaning technician is due to an anxious or aggressive pet creating a safety concern, our cancellation policy will apply.
In order to reserve your cleaning date and time, you must enter all required information, including your payment method, when booking online or when receiving a price quote via email. Your credit/debit card information is used for pre-authorization purposes only to ensure the sufficiency and availability of funds. We will place your card on hold on the midnight prior to your scheduled clean and if your card is rejected, an email will be sent to you requesting that you promptly update your payment information. If your payment information cannot be verified within an hour before your scheduled cleaning, your reservation will be cancelled and a late cancellation fee will apply. We will not charge your card until 7pm the day of your cleaning after your cleaning has been completed.
We do not offer refunds. We have built our business providing our clients with the best possible service available. Still, we realize that we are human and things may from time to time need to be addressed. Should this happen, email or call us within 24 hours & we will rectify the error at no charge.
Recurring Service Discount
Recurring cleaning discounts start AFTER the completion of the first cleaning.
Client’s cleaning rate adjustments may be made at any time during the year should there be changes to the frequency of the client’s established service schedule or home or living situation: remodel, change of address, number of people living in the home, a significant addition of furniture, etc.
Customer rates may be increased annually to reflect industry adjustments, by an amount not-to-exceed 6% of the client’s current rate.
The client must make the service location accessible to The Heavenly Help Cleaning Service cleaner on the scheduled service day. If the cleaner is unable to access entry into the home or commercial unit, every effort will be made to establish contact with the client to arrange entry. However, if contact is not made within 20 minutes of the cleaner’s arrival, the customer will be skipped & you will be charged the late cancellation fee. This fee is necessary to compensate the employees for unexpected lost revenue & cost incurred during travel. To avoid the fee, provide us with a key, code, or instructions to gain entry into the premises.
Rescheduling & Cancellations
Service reliability is extremely important because we reserve a time, especially for you. We request that you inform us by 5pm, the day prior to your cleaning should you need to cancel or reschedule the clean in order to avoid a late cancellation fee.
If your home or commercial unit is equipped with a security system, please ensure that it is in the off position or call our office with the code & proper directions for use. If the code should change during the course of your recurring cleans, please promptly inform our office to avoid a lockout charge.
Use of Homeowner’s Supplies
If you request our cleaners use your vacuum or other cleaning supplies/equipment, we will not assume or accept any liability for resulting damage that may occur. Since we are not responsible for the maintenance of these items, we will not be responsible for any repairs. If the vacuum or other supplies/equipment are not in working order when we arrive to clean your home, we will not be able to perform any tasks associated with those products.
We provide the equipment & products needed to thoroughly clean your home, if you require us to use green cleaning products only, please let us know before we start the service.
Items We Cannot Clean
Mold removal is a specialty service and we cannot be liable for any mold-related risks in the home or commercial unit.
We cannot clean hoarder homes or areas containing any animals & humans’ body fluids, blood, feces, vomit, cat litter boxes, bird cages & urine, or excretions. Additionally, while we will vacuum your carpet, we do not specialize in deep set in stain removal. We do not clean walls in order to avoid paint damage.
Unreachable Areas & Heavy Items
For safety & liability reasons our cleaners can’t climb higher than a step stool or perform work outside of your home or commercial unit. Cleaners can’t move objects more than 40 pounds. Should you request cleaning behind any heavy objects, please move these items prior to cleaning.
Breakage/Damage & Loss Policy
While an occurrence is rare, the possibility of breakage or damage to items is present while we clean. Our cleaners exercise reasonable care when cleaning your home and we carry insurance for damage or breakage caused by our cleaners.
However, we are not liable for damage that is caused by normal wear & tear, improper installation of an item in your home, artwork, collectibles, or family heirlooms not disclosed during the booking process. These items are irreplaceable. As such, we request that the client point out such items prior to the cleaning service and advise us on how you would like your fragile items handled.
Notification must be made within 24 hours of breakage/loss of any personal items. Identical replacement is always attempted but not guaranteed.
Cleaners Arrival Window
Your booking time is the cleaner’s arrival window and not the start of the clean. If you require a specific time for arrival, please call our office. Should a scheduling conflict or late arrival occur, we will notify you immediately.
The Heavenly Help Cleaning Service does not clean on federal holidays. .
If your scheduled clean falls on a holiday, we will contact you to reschedule. The following holidays will be observed:
New Year Eve
Memorial Day Labor Day
We will be closed for business when weather conditions require county schools to shut down or if our cleaners are uncomfortable traveling during weather conditions including but not limited to: snow, ice, and severe thunderstorms.
Non-Solicitation of The Heavenly Help Cleaning Service technicians
As our customer, we ask that you agree not to solicit for hire any of our cleaning employees to work directly for you. Our professional cleaners are background checked and their references have been verified. Significant time, resources & money are invested in each new employee before we allow them to enter our customer’s homes.