Policies

POLICIES / TERMS OF SERVICE

CANCELLATION

In your busy life, we understand that things come up suddenly. So, if it is necessary to cancel or skip your scheduled service, House Cleaning Headquarters merely requires a two business day notice. If House Cleaning Headquarters receives less than two business days’ notice, or if we can not access your home, it will be necessary to charge you the full price of your cleaning. All future cleanings will remain unchanged.

Schedule or service changes may not be made through service providers. Please contact your local office directly for schedule changes.

Termination of regularly scheduled cleanings must be in writing.

Recurring service is priced at a discounted rate. Should you choose to cancel recurring service after only one cleaning, please note that our regular One-Time Cleaning charges will apply.

ACCESS

You have a couple of options for providing House Cleaning Headquarters access to your home:

The most preferred and convenient method: you may leave a key to your residence with House Cleaning Headquarters. Your key will be kept safe and secure in our key safe. All keys are coded for security and will never have your name or address attached to them. If you have an alarm system, please give access instructions to House Cleaning Headquarters.

For your safety, we do not return keys by mail. We ask that customers come to the House Cleaning Headquarters office and present a picture ID before a key will be released.

If it is not possible to leave a key with House Cleaning Headquarters, you may meet the service provider at your residence. Please refer to the Cancellation Policy should House Cleaning Headquarters be unable to access your home during the preset arrival window.

If neither of the above is possible, please make alternate arrangements with House Cleaning Headquarters.

PAYMENT

House Cleaning Headquarters gladly accepts MasterCard, Visa, Venmo, PayPal, CashApp or tip with Cash.

Full payment is due before we send booking confirmation.

A credit card number must be kept on file with your House Cleaning Headquarters office. Your account will be charged the balance due, plus any fees, the day before your cleaning unless you have notified your House Cleaning Headquarters office in writing that an alternate form of payment will be provided.



SCHEDULING

Recurring cleanings are scheduled according to our checklist and priorities discussed when defining your service. One-Time Cleanings are scheduled as standard blocks of time. Every effort will be made to complete your service within the time allocated. Please note that it will take a few cleanings to confirm your ongoing maintenance needs. We ask for your patience while we learn how to best clean your home and assure you that we will move from deep cleaning into maintenance cleaning as quickly as possible.

We strive to have the same staff members clean your home or office on a regular basis, however, this is not guaranteed. Due to vacation, illness or departure from the company, House Cleaning Headquarters may occasionally provide a replacement cleaner.

If, due to the unique nature of your home, your service providers are unable to complete your cleaning within the amount of time requested, we may call you to ask for authorization to spend more time cleaning your home. We will inform you of additional costs accordingly before proceeding with the work.

ARRIVAL WINDOWS

To ensure quality service for all valued clients, House Cleaning Headquarters cannot specify exact arrival times. Arrival windows allow our cleaning PROs to handle all the variables of each day and each home without affecting the promises we make to you.

Service provider(s) will arrive within the following timeframes:

When we have a key to the home, our arrival window is between 8am and 4pm.

When we are meeting someone at home, we will set a four-hour arrival window between the hours of 8am and 4pm.

IN-HOME TIME (LABOR HOURS)

Generally, our service providers work in teams of one or two. Please note that, when more than one person is assigned, the quoted time required to complete the job, which was given in labor hours, is reduced. For example, if you were scheduled for a five labor-hour service and two service providers are assigned, the total in-home cleaning time is two and one-half hours.

HOLIDAYS

If your scheduled cleaning falls on a holiday that House Cleaning Headquarters observes, we will contact you to reschedule your cleaning.

FEEDBACK

Since cleaning is a very personalized and subjective service, we need your feedback to help us improve our service. Please take a moment to email us at [email protected] We value your opinions and your feedback is essential for us to serve you better.

24-HOUR GUARANTEE

Since cleaning is a very personal and human service, we realize that occasionally an area may not be cleaned to your satisfaction. We are unable to offer a refund, but House Cleaning Headquarters will happily re-clean any area that you are not satisfied with. Just let us know of any issues or concerns within 24 hours of your cleaning and we will do our best to make it right.

GRATUITY

House Cleaning Headquarters never requires you to tip, but it is a powerful way to say thanks to your cleaning TEAM. Even a personal note from you expressing your appreciation for their service can mean a great deal.

BREAKAGE/LOSS

House Cleaning Headquarters is bonded and insured. Our liability limits are set at a maximum of 10 times the cost of the service charge on the day in which the breakage/loss occurred. Notification must be made within 48 hours of service. Key replacement/locksmith fees are paid only if keys are lost or miscoded. There is a $100 per location liability limit for key replacement and/or locksmith services.

SUPPLIES

House Cleaning Headquarters uses high-quality, tested, and approved cleaning supplies, including a professional-strength vacuum cleaner with an extra-strong filter, to clean your home. However, if you own special products that you would like to have used on particular surfaces, we are happy to accommodate your request. Please contact our office to discuss prior to your cleaning so we might provide instructions to your TEAM.

REFERRAL FEE

Should you wish to hire a present or past House Cleaning Headquarters staff member for any home-related service outside of your agreement with House Cleaning Headquarters, our referral fee is $2,500. This fee is due within 30 days of notification from House Cleaning Headquarters. If the fee is not paid, House Cleaning Headquarters reserves the right to pursue other methods of collection.

GIFT CERTIFICATES / GIFT CARDS

Gift certificates expire after 1yr. Gift certificates may not be returned, is not redeemable for cash and no charge will be given, except where required by law. Gift certificates are issued by House Cleaning Headquarters and we do not charge service or dormancy fees. To view your gift certificate balance, please login to www.housecleaninghq.com/login.

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SITE SECURITY

Your security is a priority at https://www.housecleaninghq.com. To provide credit card security and keep your personal information safe, we use Secure Sockets Layer (SSL) technology, the most widely used data encryption coding system for secure e-commerce transactions. All of your information is encrypted (scrambled) prior to being sent over the Internet to our system. To protect your information once we receive it, we place it on systems behind secure firewalls, which are communication-management computers designed to keep information safe and inaccessible to other Internet users. If your browser doesn’t accept the SSL technology, transactions will not be permitted.

To confirm that your connection is secure, look for the letters “https” (rather than “http”) located in the URL address window at the top of your browser to indicate that you are using a secure browser.

PRIVACY POLICY

What information do we collect on our site, and how do we use it?

We collect only the consumer’s domain name (where possible), aggregate information on what pages consumers access or visit on our site, and information volunteered by the consumer – such as survey information and/or site registrations, name and address, telephone number and the email addresses of those who fill out the estimate form.

The information we collect is used to improve the content of our website, customize the content and/or layout of our web pages for each individual visitor, and used to create service estimates.

With respect to cookies: We use cookies to store visitor’s preferences, and record past activity on our site in order to provide better service when visitors return to our site. We also sometimes use cookies to deliver targeted ads to past visitors of the site on 3rd party vendor sites such as www.yahoo.com. To opt out of these ads please visit your browser’s ad preferences manager.

With respect to security: We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you at our site.

Opt-In: Submitting an estimate request and/or calling House Cleaning Headquarters to request an estimate are treated as an opt-in to receive service related follow up and information from House Cleaning Headquarters.

If you supply us with your email address you will only receive communications related to House Cleaning Headquarters related service and product offerings.

If you supply us with your postal address you will only receive periodic mailings from us with information on promotions, services or upcoming events.

If you supply us with your telephone number you will only receive telephone contact from us with information regarding requested services.

If you supply us with your mobile telephone number you will only receive texts from us to follow up.

Opt-Out: How do you opt-out of receiving future communications?

If you do not want to receive email from us in the future, please let us know by contacting House Cleaning Headquarters or by sending us an email at [email protected] You may also unsubscribe to future emails by clicking on the unsubscribe link contained within emails you receive.

If you do not wish to receive postal mailings or phone calls, please let us know by contacting your local House Cleaning Headquarters office or by sending us an e-mail at [email protected]

If you do not wish to receive texts from us you can simply reply to the text you received with the word Stop at any time. If you wish to resume receiving texts after opting out simply reply with the word Start to any text that you received from us.

HOW TO CONTACT US

If you have any questions regarding our privacy policy, you can contact us at:

House Cleaning Headquarters

9220 Bass Lake Road Suite 265
New Hope, MN 55428

[email protected]