Cancellation Policy: Please be aware that you must cancel your appointment at least 24 hours in advance of your next scheduled cleaning. Delaying a cleaning will result in an upcharge based on the delay. Customers wishing to cancel this agreement may do so at any time, but must abide by the 24 hour cancellation policy. If for any reason, Hero Cleaning needs to reschedule or delay your service, no fees or penalties will apply. Hero Cleaning reserves the right to refuse service to anyone at any time with notice.
Pet Policy: All pets MUST be in their crates or kept in a designated area away from the cleaning crew. Hero Cleaning will NOT be held responsible for any injuries or damages that may arise from your pet not being kept in a safe place. You are responsible for paying any injuries to our staff resulting for your pet being loose. Please be aware that Hero Cleaning will NOT clean up pet feces of any kind.
Hazardous Material / Safety Concerns: Hero Cleaning reserves the right to refuse any service that we feel is hazardous or will put any of our employees in danger. We do not use any harsh chemicals or bleaches and reserve the right to refuse to use any requested chemicals that we feel pose a health risk. Please be aware that the safety and well being of our employees comes first.
No Show / Lock Outs: In the event that our cleaning crew arrives at the scheduled location at the scheduled time and we are not able to enter the residence, Hero Cleaning will attempt to contact you in any form to be let in. If after our resources have been exhausted, we are still not able to get in, Hero Cleaning reserves the right to refuse you service. Hero Cleaning also reserves the right to charge you an additional $15 lock out fee on your next appointment.
Payments / Refunds: Payment must be made up front on arrival. Our employees will not begin to work until payment has been made. First time cleanings MUST pay with cash or Quickpay up front. After the first cleaning, payments can be made by Quickpay, Company Check, and Paypal. All services are non refundable.
Issues: Hero Cleaning strives to make every customer happy. If for any reason you are not satisfied with the service, please get in contact with us and we will rectify any mistakes on our end. Issues must be brought to our attention WITHIN 24 hours of the last cleaning. Issues include unsatisfactory service, missing items, unfinished service, and payment issues. Hero Cleaning will come back to the residence and fix any issues, as long as we are notified within 24 hours after the cleaning.
If your apartment needs extra attention we will communicate this to you as well as the additional fee amount. We do not organize, rearrange, wash and dry, or clean up after events unless otherwise arranged.
Lost Items: Hero Cleaning will not be held responsible for any items left behind in an empty, move out cleaning. Items found usable will be donated accordingly and anything found to be unusable will be disposed of.
Hero Cleaning asks that occupants keep away from the cleaning area during the time of cleaning. This is to prevent safety and productivity issues. For your safety, please refrain from giving our crew verbal instructions while they work. If you are concerned or unsatisfied, please call 708-426-6025 immediately.
Hero Cleaning reserves the right to refuse service at any time with notice. This agreement is to advise you of our expectations so that you feel better prepared to enter it with us. For more information, please visit our website at www.herocleaning.org