POLICIES
Thankyou so much for choosing Hope’s Heavenly Homes to help you with your cleaning needs! I’m thrilled and honored that you’ve made the decision to trust us with your space.
My aim is to develop a beautiful relationship with you over time so I can truly meet your unique cleaning needs, and help you find your joy by removing a few things from your to-do list so you have more space for things that make your heart happy.
In order to provide the best possible services to all of my clients, and to create a safe work environment, I have compiled a list of policies listed below. Please read them carefully.
I’m more than happy to answer any questions that may come up along the way – I believe clear & open communication is a valuable foundation for any interaction, as well as a core value of Hope’s Heavenly Homes! I look forward to being of service.
SERVICE AGREEMENT:
I ask that all clients sign a service agreement stating you have read and understand these service policies, as well as fully agree to the price, frequency, and details of all services to be provided.
PAYMENT:
I appreciate your business and aim to make payment convenient as possible! I accept Venmo, PayPal, CashApp, credit/debit cards, as well as cash. Please note, however, there will be an additional processing fee of 3% to all forms of electronic payment.
* Payments are due upon completion of the job. You can’t get groceries and pay for them 2 days later… unfortunately, neither can we! A late fee of $25.00 per day will be incurred unless otherwise discussed with management.
Venmo: @hopesheavenlyhomes
PayPal: @hopesheavenlyhomes
CashApp: $HopesHeavenlyHomes
NEW REFERRAL PROGRAM:
I love and appreciate referrals! If you refer a new client to us, I will give you a $25.00 credit towards your next cleaning visit after we have completed their first cleaning.
HOW WE CHARGE FOR SERVICES:
We charge by the size of the home and the condition it is in. An estimate will be provided based on the square footage of the home, how many bedrooms/bathrooms it has, and how many hours you would request us to be there. However, if on the day of cleaning the home is in a different condition than aforementioned – meaning the job is bigger than expected or is going to take longer than we allotted for – the estimate is subject to change.
Prior to our appointment, either a walkthrough will be performed or a questionnaire provided to properly assess what condition the home is in, what areas you would like us to focus on, and any other details of note.
SUPPLIES/EQUIPMENT
We bring all necessary supplies, equipment, and tools needed for the job. However, if you have a vacuum and toilet brush that we can use – I ask that you leave it in a visible location! Using your vacuum and toilet brush in your home helps decrease the risk of any cross contamination. Please make sure the vacuum is clear & properly functions. Any special requests for supplies can be made ahead of time.
ADDED SERVICES
I am happy to provide cleaning services in addition to services generally provided for an added fee (these add-ons are mentioned for your convenience at the bottom of the residential cleaning checklist provided.)
We visit multiple jobs daily and count on being done at a given time, so if there are extras to be added on we ask that you us know in advance so we can schedule you accordingly! We are looking to meet your needs, and Hope’s Heavenly Homes fully knows not everyone’s needs are the same.
SAFETY/HEALTH CONCERNS
- Any room or area that is to be cleaned must have an open door unless we are made aware ahead of time. This is a matter of privacy as well as ensures our safety if there are animals behind a closed door.
- We will not clean excessive amounts of any mold in any area.
- Due to the amount of sicknesses going around, we will under no circumstances clean residential areas of those who have any symptoms of contagious illness. We respect your health and home enough to not show up sick: we ask you to please do the same for us.
- We understand many people work from home now (and others may just feel more comfortable being home during cleanings.) That’s perfectly fine! However, we do ask that all individuals in a room move aside to a separate area during the cleaning process.
- Inside temperatures must be suitable for the cleaner; a comfortable range is considered to be 68° to 72°. If temperatures are too low / high & for any reason cannot be adjusted, we will reschedule your visit.
- For the safety of our you, your items, and our cleaners, we do not move any large furniture or appliances.
CANCELATION POLICY
We understand that life happens and sometimes you need to cancel or reschedule at short notice. In order to protect the income of our small business (and to avoid the inconvenience of a last minute reschedule) we ask that you give at minimum of 48 hours notice if you need to cancel or reschedule services.
If you need to cancel within the 48 hour window, we reserve the right to charge a 20% fee of the services that were planned to be provided.
If our team needs to cancel in that 48 hour window, we will add a 20% discount to your next service to make up for any possible inconveniences caused to you as result.
If cancellation or rescheduling becomes habitual, I reserve the right to charge a 20% deposit for all future services.
LAST MINUTE CLEANING FEE
We are happy to assist with a last minute cleaning if we can find space for it, however, there is a $50.00 added fee if you need to book a cleaning with less than 24 hours notice.
CONFIRMATION
Whether you are a new client or we come to you weekly, Hope’s Heavenly Homes will send you a confirmation text 24 hours before the scheduled appointment.
Please confirm your appointment before 7pm – if the appointment is not confirmed, we’ll assume our services are no longer needed and have to reschedule.
When confirming your appointment, please make us aware of any entry instructions (ex: where a physical key is left, if there are any keycodes to be aware of.)
If we arrive and cannot get in, we will wait up to 5 minutes for further instruction. After 5 minutes, we will leave & invoice a $25.00 lock-out fee.
PETS
We at Hope’s Heavenly Homes adore your furry friends – we are happy to accommodate them while providing our services. However, if they are anxious or aggressive, we do ask that you please keep them in an area that isn’t being serviced, or take them with you. We reserve the right to skip over an item or area if we feel threatened in any way by your pet.
We will do our absolute best to keep them inside when coming & going, but are not otherwise responsible for any loose pets.
WASTE DISPOSAL
We are happy to take any garbage from the home to an outside dumpster or bin, however, we’re unable to remove any waste from the premises. If a garbage can is not in visible sight or we are otherwise not made aware of its whereabouts, we’ll leave it by the door we exit out of. If you would like for us to replace any trash bags, please ensure that said bags are left where we can see them.
TIDINESS
Hope’s Heavenly Homes is here to help make your life easier. We will do our best to either tidy up or work around any clutter you’re unable to pick up before we arrive. Please understand that cleaning around clutter may take away from our ability to complete all aspects of the job in a timely manner – so we may not be able to get to all tasks or may need to charge extra for organizing.
We do offer light dishwashing and/or loading (about 10 items or less) as part of our standard residential service, but any amount over said threshold is an additional add-on charge of $30.00.
RENOVATIONS AND REDECORATING
Some surfaces take more time, effort, and care than others – please be aware that renovations, redecoration, or furniture replacement has the potential to affect your cleaning rate and overall amount of services we are able to provide.
WARRANTY AND SATISFACTION GUARANTEE
Due to the nature of this service, we do not offer refunds. We strive to provide the best possible services for you and welcome any feedback to improve! If you have a complaint about any services provided, we ask that you notify us within 24 hours so we can attempt to remedy that situation in a timely manner.
Initiating a Complaint:
To be eligible for the warranty, clients must open a complaint within 24 hours of the completion of the cleaning service. Complaints can be opened by contacting the owner of Hope’s Heavenly Homes, Jasmine, by phone (609)-381-5158 or via email at hopesheavenlyhomes@gmail.com
Assessment and Revisit – Non-negotiable step within this policy. Upon receiving your complaint, we will promptly assess the complaint (images of the issues stated is necessary for any remediation) and work with you to schedule a convenient date and time for a revisit.
During said revisit, we will address and rectify any aspects of the service that did not meet your expectations or were otherwise not completed to your satisfaction: at no additional cost to you.
Exclusions – This does not cover issues related to pre-existing damage that was present before Hope’s Heavenly Homes cleaning service.
This guarantee is only valid for services performed by Hope’s Heavenly Homes – not for any additional or unrelated services. Any alterations or changes made to the initial service by the client after said service may void this guarantee.
Notification of Unsatisfactory Service:
It is essential to communicate any concerns or dissatisfaction regarding the cleaning service promptly! Failure to report issues within the specified 24-hour timeframe may result in the voiding of the guarantee.
We are dedicated to providing you with a clean and comfortable living and/or working environment, and we appreciate your trust in my services.
If you have any questions or concerns about this warranty policy, please don’t hesitate to contact me – your satisfaction is our top priority.
DAMAGES
If any damages to your home or items are done in our care, we will immediately notify you and work to provide compensation. If you notice any damages that were not promptly communicated, we ask that you notify us within 48 hours or we reserve the right to deny compensation.
PRIVACY
Hope’s Heavenly Homes prioritizes your privacy and will not disclose your personal information with any third parties aside from those necessary to run our operations – such as our booking service.
We may, however, take photos to document and promote our work unless you’ve instructed us in writing that you intend to opt-out of said documentation and promotional materials.
We will never share any photos that disclose your identity or location, sole exception being that you are of a place of business.
HOLIDAYS
Holidays observed where services will not be provided include Easter, July 4th, Thanksgiving, Christmas, and New Years Day.
We will do our best to reschedule your cleaning if it happens to fall on one of those days!
