TERMS OF SERVICE 

Home Cleaning and Caring, LLC – Service Policy

Updated Date: November 10th, 2019

TERMS

This Service Policy constitute a legally binding agreement (the “Agreement”) between you and Home Cleaning and Caring, LLC (“Cleaning and Caring,” “we,” “us,” or “our”) that governs your access or use of the applications, websites, content, products, and services (collectively, the “Home Cleaning and Caring, LLC or Cleaning & Caring website and services”) made available by Home Cleaning and Caring, LLC.

Any persons (whether individual, company, or entity) hereby referred to as a you, user, customer, requester, and/or client, who books a service with Home Cleaning and Caring, LLC in any way including but not limited to over the website, email, phone call, text message, or in-person is agreeing to the terms set forth by this document.

By entering into to this Agreement, you expressly acknowledge that you understand this agreement and accept all of its terms. IF YOU DO NOT AGREE TO BE BOUND BY THE TERMS AND CONDITIONS OF THIS AGREEMENT, YOU MAY NOT USE OUR SERVICES OR ACCESS THE HOME CLEANING AND CARING LLC WEBSITE.

WEBSITE

Home Cleaning and Caring, LLC  Website, https://cleaningandcaring.com allows people seeking home cleaning services ( collectively referred to herein as “users.”) to create a user account and have access to the Home Cleaning and Caring, LLC booking and payment system. For purposes of this Agreement, the services provided to users shall be referred to collectively as the “Services,” “cleanings,” “bookings,” or “Home Cleaning Services”.

All Users requesting or accepting services from Home Cleaning and Caring, LLC are aware that Home Cleaning and Caring, LLC is a residential cleaning service provider unable to provide mitigation services related, but not limited to fire, flood, mold, pest, odor and other related damages to homes and buildings. Any decision by a user to accept services is a decision made in the user’s sole discretion.

Modification to the Agreement

Home Cleaning and Caring, LLC reserves the right to modify any information referenced in the hyperlinks from this Agreement. Such modifications shall become effective upon posting. Continued use of the Home Cleaning and Caring, LLC or Services after any such changes shall constitute your consent to such changes.

Right of Service Refusal

Home Cleaning and Caring, LLC reserves the right to refuse service to anyone for any reason. These reasons include, but are not limited, to the following:

Not being able to gain entry to a home;

Lack of power/ electricity,

Lack of functioning air conditioning or heating;

Frequent cancellations or schedule changes;

Improper or dishonest booking; 

Project out of scope of the original booking;  

Wrong booking information regarding the number bedrooms, bathrooms or total home square footage (even if we’re not cleaning them);

Being rude or disrespectful to our staff;

Providing incorrect or non-functioning billing information.

Usage of Phones and Other Communication Devices

Home Cleaning and Caring, LLC relies heavily on open communication with our cleaning teams to provide excellent service. That means they may be on their phones taking calls, texting or taking photographs while cleaning. These communications are crucial to maintaining a high-quality service and something we encourage.

We understand some customers prefer teams to stay off their phones while cleaning. We’ll make every effort to maintain this. However, some calls, text, and photos may be required to maintain quality.

Appointment Confirmations

Once a booking has been processed online, it must be manually confirmed. If Home Cleaning and Caring, LLC cannot confirm an appointment, the appointment may be canceled. At which time the Requestor will receive a cancellation notice. An open time slot on cleaningandcaring.com does not guarantee we will be available and/or that the job/service will be confirmed.

Any confirmation emails that a user may have received is subject to change. Meaning, an appointment that was once confirmed can become unconfirmed depending on some unforeseen circumstances, natural disasters and our discretion. Home Cleaning and Caring, LLC is not bound to perform a service even if the service has been confirmed.

Guarantee, Insurance, and/or Refunds

The Home Cleaning and Caring, LLC 100% Guarantee hereby referred to as “Guarantee,”  signifies that If you are not satisfied with the quality of the Service provided by Home Cleaning and Caring, LLC, then Home Cleaning and Caring, LLC will send a Provider to correct areas of the original service that were missed/overlooked at no additional charge to the Requester provided the claim was made by the requester within 24 hours from the time when the home cleaning service was rendered.

It also means that if a client’s item, valuable, or property was accidentally damaged during the cleaning, we will repair or replace the damaged item.

Eligibility for our guarantee, claims, and/or refunds

The Requester is eligible for the Guarantee provided the Requester reports the issue within twenty-four (24) hours of the Service appointment. For Recurring Services, each Service is treated as a separate occurrence.

Insurance Coverage, Claims, and Payment for property or valuable damage

 Whenever a personal item or property is accidentally damaged during and because of our cleaning service exceeds $2000.00 (two thousand dollars) we will file an insurance claim. If you carry insurance that would cover you in the event of a claim, such as renter’s insurance, homeowner’s insurance, automobile insurance or an umbrella policy (“Personal Insurance”), you agree that your Personal Insurance is primary and the Home Cleaning and Caring, LLC liability insurance is secondary. The Home Cleaning and Caring, LLC Guarantee and insurance will only compensate for losses to the extent not otherwise covered by your Personal Insurance. Our Insurance policy terms supersede the terms of this service policy on items related to property damage, personal injuries, or any claim of loss related to the performance of our service.

 Coverage Under the Home Cleaning and Caring, LLC Guarantee.

A home cleaning service user will be covered under our guarantee or insurance policy for every service, provided the following are true:

  • Your Booking does not violate this term of service and service policy;
  • The Requester has reported the claim within 24 hours of the Service;
  • The Requester’s account with Home Cleaning and Caring, LLC is in good standing with no outstanding balances owed to Home Cleaning and Caring, LLC;
  • Home Cleaning and Caring, LLC was able to gain entry to the service location during the scheduled time of the service;
  • There was available source of power or electricity at the service location during the scheduled time of the service;
  • There was air conditioning or heating at the service location during the scheduled time of the service;
  • There’s available source of water at the service location during the scheduled time of the service;
  • Requester accurately provided the size of the property being serviced.
  • Requester disclosed, prior to our cleaning service execution, the need for mold, construction repair, or any form of remediation, or other services beyond Home Cleaning and Caring, LLC scope of service and ability. Services Home Cleaning and Caring, LLC can not and will not perform are outlined on the following page: https://cleaningandcaring.com/standard-cleaning/.

 

Our Replacement Guarantee and Insurance Policy does not cover the following:

  • Losses arising from negligence of a Requester or third party;
  • Losses from pre-existing damages or conditions of the item or property;
  • Losses arising from flooding and/or water damage due to clogged or defective, or mal functioning of appliances, faucets, tubs, toilets where the home cleaning service was provided.
  • Losses based on sentimental and/or undocumented intangible value;
  • Losses of pets that escaped or run away during the cleaning service;
  • And losses with insufficient documentation.

Claims Submission
Issues can be reported by phone at 813-412-0501, or email at info@cleaningandcaring.com. Depending on the nature of the claim, Home Cleaning and Caring, LLC may ask for additional information. For a claim to be considered “reported” all requested information such as police reports, photos, security footage, and/or other requested information must be submitted within seventy-two (72) hours or the original contact (claim phone call or email) and considered satisfactory evidence to the claim.

If Home Cleaning and Caring, LLC requires additional information/evidence, for a claim to be considered “reported.” All requested information such as police reports, photos, security footage, and/or other relevant information must be submitted within seventy-two (72) hours of the original request from Home Cleaning and Caring, LLC. The provided information/evidence must be considered satisfactory to the claim.

Home Cleaning and Caring, LLC will inform the Requester if/when additional information is needed to process a claim within twenty-four (24) business hours.

After a claim has been reported additional information may be required. If additional information is required, Home Cleaning and Caring, LLC requires communication with the Requester. A failure to communicate with Home Cleaning and Caring, LLC and/or ability to provide needed information or evidence may result in Home Cleaning and Caring, LLC not being able to process a claim.

Payments and charges for services rendered

As a Requester, you agree to pay the amounts charged for your use of the Home Cleaning and Caring, LLC Services (“Charges”). Charges include the cost for Services and other applicable fees, surcharges, and taxes as set forth by Cleaning and Caring Booking Page available at https://cleaningandcaring.com/booking, plus any tips to the Provider you elect to pay.

Home Cleaning and Caring, LLC reserves the right to determine and modify pricing by posting applicable pricing terms to the Home Cleaning and Caring, LLC booking page. Pricing may vary based on the type of service requested (e.g., standard cleaning, move-in move out cleaning, etc) as described on Home Cleaning and Caring’s booking page. You’re responsible for reviewing the applicable booking page and shall be responsible for all Charges incurred under your User account regardless of your awareness of such Charges or the amounts thereof.

Bill and Due Dates
Payments are due at the day of service. A hold may be placed on the card Home Cleaning and Caring, LLC has on file for the account the business day PRIOR to the service. The card will be charged after the service has been completed for the final amount. This will include any tips, extras, or additional fees that may have been adding during the time of the service.

Pricing
Our pricing consists of a standard charge based on the details of a home and requested home service and add-on charges based on additional extra services selected by the Requester.

Quoted Home Service Fees
Home Cleaning and Caring, LLC may quote you a service fee at the time of your request. The quote is subject to change depending on the overall condition of your home and subject to the confirmation that correct home details were provided by the Requester during the booking. If during your home service you change your requested services or we confirm that the home details as provided by the Requester are incorrect or false, we may cancel the service and/or charge an adjusted home service fee based on the true details of the home and the conditions in the home. Home Cleaning and Caring, LLC does not guarantee that the quoted service price will not change, especially when details or conditions of the home were not represented accurately or fully by the Requester when the booking for the Service occurred.

Cancellation Fees

Home Cleaning and Caring, LLC reserves the right charge a cancellation fee of $60 for late cancellations. A cancellation will be considered late if the service is canceled later than 48 hours before an appointment. Cancellation fees may be charged for other reasons including not being able to get into the building for the service or not being able to contact the original person who booked the appointment. In cases where we aren’t able to perform that service at the fault of the Requester, a cancellation fee will always be charged.

.No Waiver

No failure to exercise, or delay in exercising, any right, remedy, power or privilege arising from this Service Policy shall operate or be construed as a waiver thereof.

Governing Law

Any claim relating to Home Cleaning and Caring LLC, website, or services shall be governed by the laws of the Pasco County and the State of Florida without regard to its conflict of law provisions.

Contact

If you have any questions regarding this policy, claims, or our website, please contact us by email to:

info@cleaningandcaring.com