Haven Cleaning Solutions – Terms & Conditions
Effective Date: 12/18/2025
These Terms & Conditions (“Terms”) outline the policies and expectations for all clients (“Client”) who book services with Haven Cleaning Solutions (“we,” “us,” or “our”).
By booking an appointment, paying a deposit, or receiving services, the Client agrees to the following:
1. Services Provided
Haven Cleaning Solutions provides residential and commercial cleaning services, including:
- Standard Cleaning
- Deep Cleaning
- Move-In/Move-Out Cleaning
- Office & Commercial Cleaning
- Add-On Services selected during booking
Services are performed based on the information provided at booking. Actual services and pricing may vary depending on the condition of the property.
2. Pricing & Payment
Booking Deposit
A non-refundable $75 booking deposit is required to secure all appointments and is applied to the final balance.
Variable Pricing
Pricing is based on:
- Home size and layout
- Number of rooms and bathrooms
- Condition of the property
- Level of dirt, clutter, or buildup
- Pet hair or pet-related conditions
- Additional tasks requested
If conditions differ from what was disclosed at booking, or if additional time or labor is required, pricing may be adjusted. Any adjustments will be communicated before continuing service.
Travel Fee
A travel fee may apply for service locations outside of our standard service area, extended travel distances, or locations requiring additional travel time. Any applicable travel fee will be disclosed prior to appointment confirmation.
Payment Terms
- Remaining balances are due immediately upon completion of services.
- Invoices are sent electronically via email or text.
- Late payments may result in additional fees.
Card on File Authorization
Clients may choose to securely store a card on file through our booking system. By doing so, the Client authorizes Haven Cleaning Solutions to charge the card on file for:
- Remaining balances after service
- Cancellation fees
- No-show fees
- Rescheduling fees
- Approved additional charges incurred during service
If a cancellation occurs within 48 hours, a same-day cancellation, or a failure to provide access occurs, applicable fees will be automatically charged to the card on file.
All payment information is encrypted and processed through a secure third-party payment provider. Haven Cleaning Solutions does not store full card numbers.
3. Cancellations, Rescheduling & No-Shows
Cancellations
- More than 48 hours before appointment → No additional charge (deposit remains non-refundable).
- Within 48 hours → 50% of total service cost is due.
- Same-day cancellations or no-shows → Full service cost is due.
Rescheduling
Rescheduling within 48 hours of the scheduled appointment may result in a $40 rescheduling fee, subject to availability.
Access Issues
If we are unable to access the property due to locked doors, missing access codes, or unsecured pets, the appointment may be treated as a no-show and charged accordingly.
4. Access to Property
Clients are responsible for ensuring:
- Entry instructions, gate codes, or keys are provided in advance
- Pets are secured
- Parking instructions are communicated
- Areas to be cleaned are accessible and free of excessive clutter
Failure to provide access may result in fees or cancellation of service.
5. Pet Policy
We are pet-friendly; however:
- Pets must be secured during cleaning
- We are not responsible for escaped or injured pets
- Excessive pet hair, dander, waste, or pet-related buildup may result in an additional pet fee
- Aggressive or unrestrained pets may require service to be discontinued, with full payment still due
6. Health & Safety
For the safety of our staff, we reserve the right to refuse or discontinue service if conditions are unsafe or unsanitary, including but not limited to biohazards, infestations, or hazardous clutter.
Illness Disclosure
Clients must notify Haven Cleaning Solutions prior to service if anyone in the household is experiencing a contagious illness (including flu, COVID-19, stomach viruses, or similar conditions).
We reserve the right to reschedule or decline service if the illness poses a health risk to our team. Standard cancellation or rescheduling policies may apply.
7. Satisfaction Guarantee
If any area appears missed or unsatisfactory:
- Notify us within 24 hours of service completion
- We will return to address the concern at no additional charge
After 24 hours, the service is considered complete.
8. Breakage, Damage & Liability
While we take great care in every home:
- We are not responsible for damage caused by unstable furniture, décor, or fixtures
- We are not liable for items with pre-existing damage or improper installation
- Clients should secure fragile or sentimental items prior to service
Normal wear and tear is not considered damage caused by our team.
9. Recurring Services
Discounted pricing may be offered for recurring services.
If more than 30 days pass between cleanings, the service may be billed as a deep clean due to buildup.
10. Photos for Quality Assurance
We may take before-and-after photos for quality control, training, and documentation purposes.
Photos will never include personal items, confidential materials, or identifiable individuals. Clients may opt out unless documentation is required for service disputes.
11. Supplies & Equipment
We provide professional-grade supplies and equipment. Clients who prefer specific products must provide them and notify us in advance.
12. Holidays & Surcharges
Services scheduled on major holidays or during peak demand periods may be subject to additional fees. Clients will be notified in advance.
13. Right to Refuse Service
We reserve the right to refuse or discontinue service if:
- Conditions are unsafe
- There is harassment or inappropriate behavior
- These Terms & Conditions are violated
Full payment may still apply.
14. Updates to Terms
These Terms may be updated at any time. The most current version will always be available on our website. Continued use of our services constitutes acceptance of updated Terms.
15. Agreement
By booking services with Haven Cleaning Solutions, the Client acknowledges they have read, understood, and agree to these Terms & Conditions.