HERO CLEANING

Service Agreement & Terms of Service

By scheduling and receiving services from Hero Cleaning, you acknowledge and agree to the following terms and conditions.

1. Safety Policy

To ensure the safety of both our clients and employees, all work areas must be free of occupants during the cleaning service whenever possible. If occupants remain in the home, they must stay within a designated area that will not be serviced during the appointment.

Hero Cleaning is not responsible for cleaning any area occupied during the service. All cleaning services are performed according to the scope of work and checklist agreed upon prior to the appointment.

2. Cancellation & Rescheduling Policy

Clients must provide at least twenty-four (24) hours' notice to cancel or reschedule a scheduled cleaning appointment.

• Cancellations made with less than 24 hours' notice will incur a $50 cancellation fee.

• Delayed or skipped recurring cleanings may be subject to additional charges based on the condition and service requirements at the next visit.

• Clients may terminate recurring service at any time, provided they comply with the 24-hour cancellation policy.

Hero Cleaning reserves the right to reschedule services due to unforeseen circumstances. No fees or penalties will apply to the client in such cases.

Hero Cleaning also reserves the right to refuse or discontinue service at its discretion with notice.

3. Pet Policy

For the safety of our staff and your pets, all pets must be secured in a crate or confined to a designated area away from the cleaning crew throughout the duration of the service.

Hero Cleaning is not responsible for injuries, damages, or incidents involving unsecured pets. Clients may be held financially responsible for any injuries, damages, or losses resulting from pets that are not properly restrained.

Please note that Hero Cleaning does not clean or remove pet feces, urine, or other biological waste.

4. Privacy & Photography Policy

Hero Cleaning may occasionally photograph completed work for quality assurance, training, marketing, website content, or social media purposes. Any photographs used publicly will not include personal information, identifying documents, or sensitive client information.

Participation is voluntary, and clients may opt out at any time by selecting the appropriate option below:

☐ I do not authorize Hero Cleaning to take photographs inside my residence.

5. Hazardous Materials & Safety Concerns

Hero Cleaning reserves the right to refuse or discontinue any service that presents a safety hazard to our employees.

We do not use harsh chemicals, bleach, or hazardous cleaning agents. Additionally, we reserve the right to decline the use of any customer-provided product or chemical that may pose a health, safety, or environmental risk.

The health and safety of our employees remain our highest priority.

6. No-Show & Lockout Policy

If our cleaning team arrives at the scheduled service location and is unable to gain access, we will make reasonable efforts to contact the client using the information provided.

If access cannot be obtained after reasonable attempts have been made:

• The appointment may be canceled.

• Hero Cleaning reserves the right to charge a $50 lockout fee.

• Future service requests may be declined at our discretion.

7. Payment & Refund Policy

A 50% deposit is required to secure all appointments.

The remaining balance is due upon our team's arrival and must be paid before the completion of first-time cleaning services.

Accepted payment methods are Zelle, debit / credit, and EFT payments.

Final payment is due before the end of service. Payments made after 24 hours since cleaning was finished will incur a $15 late fee.

All services rendered are non-refundable. However, if a service concern arises, Hero Cleaning will work with the client to resolve the issue in accordance with the Service Guarantee outlined below.

8. Service Guarantee & Customer Concerns

Hero Cleaning is committed to providing high-quality service and customer satisfaction.

If you are dissatisfied with any aspect of your cleaning service, please notify us within twenty-four (24) hours of service completion.

Qualifying concerns may include:

• Incomplete cleaning

• Unsatisfactory service quality

• Missing items

• Billing or payment discrepancies

Provided we are notified within the required timeframe, Hero Cleaning will make reasonable efforts to address and correct verified service-related issues within forty-eight (48) hours.

9. Excessive Condition Fees & Exclusions

If the property is determined to be in excessively poor condition, requiring substantially more labor than originally quoted, Hero Cleaning reserves the right to assess additional charges. Any additional fees will be communicated and approved before work continues.

Unless specifically included in the service agreement, Hero Cleaning does not provide:

• Home organization services

• Dish Washing

• Rearranging furniture or personal belongings

• Laundry services, including washing, drying, or folding

• Post-event cleanup

• Hoarding remediation

• Biohazard cleanup

10. Lost or Abandoned Property

For vacant-property or move-out cleaning services, Hero Cleaning is not responsible for personal belongings left behind by the client.

Items deemed usable may be donated, and items deemed unusable may be discarded unless prior arrangements have been made with the client.

11. Limitation of Service

Hero Cleaning reserves the right to refuse, suspend, or terminate service at any time when conditions are unsafe, unreasonable, unlawful, or otherwise outside the agreed scope of work.

12. Contact Information

If you have any questions, concerns, or service-related issues, please contact us immediately:

Phone: (708) 426-6025

Website: www.herocleaning.org

Acknowledgment

By scheduling service with Hero Cleaning, the client acknowledges that they have read, understood, and agreed to the terms and conditions outlined in this Service Agreement & Terms of Service.