Terms & Conditions
Welcome to My Cleaning Heroes! We are excited to serve you. By booking a service with us, you agree to the following Terms & Conditions. Please read them carefully.
Health & Safety
Clients must disclose any symptoms prior to cleaning. We reserve the right to cancel or postpone a cleaning for health and safety reasons.
Satisfaction Guarantee & Re-Cleans
If you are not satisfied with your cleaning, please contact us within 24 hours of service. We do not offer refunds, but we will gladly schedule a free re-clean. Photos of missed areas are required to honor this guarantee.
Payments & Receipts
Payment is due at booking.
We accept major credit cards; no cash payments.
Receipts are sent automatically to your booking email.
Gift Cards
Gift cards are non-refundable and may not be redeemed for cash. Any remaining balance can be used toward future services.
Cancellations & Lockouts
Cancel or reschedule with at least 24 hours’ notice to avoid a $70 cancellation fee.
If our team is unable to access your home at your scheduled time (lockout), the same fee applies.
Service Frequency & Pricing Adjustments
Pricing is based on service frequency (weekly, bi-weekly, monthly).
Changing your frequency may result in a price adjustment.
We reserve the right to adjust pricing if the condition or size of your home differs from what was booked.
Move-Out Cleaning
Move-out cleanings require empty homes. Additional charges apply if the home is not empty upon arrival.
Hourly Services
Hourly services are billed at our current rate.
Clients are responsible for communicating priority areas and for managing service time when present.
Arrival Window
Our team may arrive within +/- 1 hour of your scheduled appointment to account for traffic or delays.
Cleaning Teams
We may assign one or more team members depending on the size of your job. We strive for consistency but cannot guarantee the same team member(s) for every visit.
Conduct & Scope of Work
Our team will act professionally in your home. We do not:
Perform tasks outside of cleaning
Clean bodily fluids or hazardous materials
Provide specialized services outside of general house cleaning
Equipment & Supplies
Our team provides their own cleaning supplies and equipment. If you prefer specific products be used, please notify us in advance.
Pets
Please secure pets during service. We are not responsible for pets escaping during entry/exit.
Restricted Areas & Items
We do not:
Move heavy furniture
Clean above two ladder steps
Clean inside curio cabinets
Clean behind appliances unless moved by client prior to arrival
Before & After Photos
We may take photos for quality control and marketing. Personal details will not be shared.
Quality Control
We may follow up with you after your service for feedback. Your input helps us maintain our high standards.
Hoarding Situations
Homes requiring hoarding cleanup will not be served. Our cleaning hero will assess when they arrive.
Hiring Our Team
Clients may not hire My Cleaning Heroes staff directly for 2 years after they stop working with us. Violations will incur a placement fee equal to 20% of the team member’s annual pay.
Tips
Tips are appreciated but not required. 100% of tips go to your cleaning team.
Security Alarms & Access
Please provide codes in advance or ensure alarms are off on the day of service. If we cannot access your home, the lockout policy applies.
Damages & Liability
We take care in your home, but accidents may happen. Please report damages within 24 hours of service. We reserve the right to repair or replace items at our discretion.
Governing Law
These Terms & Conditions are governed by the laws of the state of South Carolina.
Agreement
By booking service with My Cleaning Heroes, you agree to these Terms & Conditions.
Questions?
If you have any questions about these terms, please contact us:
📧 [email protected]
📞 (843) 894-2440