Terms of Service

Section 1 — Introduction and Consent to Terms

Thank you for choosing Habitat Cleaning Co. for your home cleaning needs. These Terms set forth the terms and obligations between us and you, our client. Your use of our house cleaning services (“Services”) constitutes acceptance of these Terms.

Section 2 — Booking and Quotes

Homes up to 2,000 square feet may be booked directly through our online booking page at flat rates published at the time of booking. Pricing is based on the square footage of the home and the service selected. You are responsible for providing an accurate square footage. If the home is larger than what was selected at booking, we will contact you before beginning work with the corrected price, and you may approve or decline before we proceed.

Homes larger than 2,000 square feet, along with post-construction cleaning, short-term rental and Airbnb turnovers, and custom or ongoing maid service, are quoted by phone. This lets us understand the home accurately and give you a fair, custom price.

All quotes and online rates are based on the scope of work and the condition of the home as described to us at the time of booking. Your first cleaning with us will be a Standard Clean or a Deep Clean; recurring rates apply beginning with the second visit. If the actual scope turns out to be significantly different from what was described once we arrive, we will notify you before any additional charges are applied, and you will have the opportunity to approve or decline before we proceed.

Section 3 — Performance of Services

Habitat Cleaning Co. agrees to perform the services listed in your quote. If additional services are needed beyond your original quote, please let us know so we can adjust accordingly. All work is performed by one or more of our cleaning professionals; when you hire us, you are engaging our company, not any one individual.

All appointment times are estimates. While we do our best to arrive on time, occasional delays may occur and we will communicate with you as soon as we are aware of any changes.

We reserve the right to assign which cleaner(s) are scheduled for your service. If you request a specific cleaner, we will try to accommodate but cannot guarantee availability.

You agree to provide access to your home for the scheduled service. We recommend, but do not require, that you be present at the end of the service to review our work. If you are not present, the service will be considered completed and accepted upon our team's departure.

Quality of Work — Other Workers Present: We cannot guarantee the quality of our work if other unaffiliated workers (movers, contractors, handymen, etc.) are present during our service.

Scope Exclusions — the following are not included in a standard cleaning unless specifically agreed upon in writing: wall washing; tile grout and caulking deep cleaning; interior of dishwashers, ovens, or refrigerators (unless included as part of a Deep Clean); and exterior surfaces (exterior windows, driveways, patios, etc.).

Section 4 — Pricing and Payment

We offer flat-rate pricing based on home size and service type. Recurring clients receive a reduced per-visit rate. All prices are in U.S. Dollars and represent the full amount due; residential cleaning services are not subject to Virginia sales tax.

Payment Method Required at Booking. A valid credit or debit card is required to reserve any appointment. Your card is stored securely by our payment processor. Habitat Cleaning Co. does not store or have access to your full card number.

Authorization to Charge — Please Read Carefully. By booking a service and providing a payment card, you authorize Habitat Cleaning Co. to charge that card for the full price of the scheduled service, plus any add-ons or approved scope changes, according to the following schedule:

• One-time cleanings (Standard, Deep, and Move-In/Move-Out): your card is charged in full at the time of booking, which reserves your appointment.
• Recurring plans: each visit is charged separately on the day of that visit. There is no upfront or lump-sum charge for the plan as a whole.
• Approved additions: any add-on services or scope changes you approve on the day of service will be charged after the cleaning is complete.

If you cancel with at least 24 hours' notice, we refund the full amount to your original card — see Section 5.

Declined or Expired Cards. If your card is declined, we will contact you and you will have 24 hours to provide a valid payment method. If we do not receive one, we may release your appointment slot. A declined-payment fee of $35 may be applied to cover processing and administrative costs.

No Access at Time of Service. If our team arrives and cannot access the home — no one is present and no working key, code, or entry method was provided, or the team is turned away — the service is treated as a cancellation after arrival under Section 5, and the payment is not refunded.

Tips. Gratuity is never expected and never required. If you choose to tip, 100% goes to the cleaner or cleaners who serviced your home.

Section 5 — Cancellations, Rescheduling, and Our Satisfaction Guarantee

We hold your appointment slot and schedule our team around it, so we ask that you notify us of any cancellation or rescheduling at least 24 hours before your scheduled appointment start time. You can reach us by phone or text at (757) 580-9960, or by email at team@habitatcleaningco.com.

24 hours or more before your appointment. Cancel or reschedule at no charge. If your card has already been charged, we will refund the full amount to the original card, typically within 5 to 10 business days.

Less than 24 hours before your appointment, before our team has been dispatched. The payment is retained and applied as a credit toward a future booking with us. The credit is valid for 12 months from the original appointment date. No cash refund is issued.

After our team has been dispatched and is en route. A trip fee of $68 is retained to cover our team's time and travel. The remaining balance is applied as a credit toward a future booking, valid for 12 months. No cash refund is issued.

After our team has arrived, or if we cannot access the home, or if we are turned away. The service is considered rendered. No refund or credit is issued.

Cancellations by us. If we need to cancel or reschedule your appointment for any reason (weather, illness, staffing, or safety) we will notify you as soon as possible and you will receive a full refund of any amount charged, or your choice of the next available appointment.

Our Satisfaction Guarantee. If you are not satisfied with a cleaning, notify us in writing within 24 hours of the service, by text or email, and identify the specific areas of concern. We will return within 72 hours of your notice to re-clean those areas at no additional cost. Our guarantee is fulfilled by re-cleaning; it does not provide for cash refunds. If we are not given the opportunity to return, or if access to the property is no longer available, the guarantee is considered fulfilled.

Section 6 — Recurring Cleaning Plans

Our weekly, biweekly, and monthly plans are ongoing services offered at a reduced per-visit rate.

Your plan continues on the selected schedule until you cancel it. There is no contract term, no minimum number of cleanings, and no penalty for cancelling.

• Each visit is charged separately at the recurring rate published for your home size at the time of booking. There is no upfront or lump-sum charge for the plan as a whole.
• Your first cleaning is billed at the Standard Clean or Deep Clean rate. The recurring rate applies beginning with your second visit.
• Your card is charged on the day of each scheduled visit, as described in Section 4.
• We will send you a written confirmation after booking that contains your plan's terms, your per-visit rate, your schedule, and instructions for cancelling. Please retain it for your records.
• We will notify you in advance of any change to your recurring rate, and you may cancel before the change takes effect.

How to cancel or pause your plan, any of these, whichever you prefer. Cancelling is always at least as easy as signing up was.

• Online: use the Cancel or Change My Plan form at habitatcleaningco.com/cancel. If you booked online, you can cancel online. No phone call, no account login, and no speaking with anyone is required.
• Text or call: (757) 580-9960, during business hours, Monday through Sunday, 8:00 AM to 6:00 PM.
• Email: team@habitatcleaningco.com
• Reply to any appointment reminder or confirmation message we send you.

Cancellation requests are processed promptly, and we will send you written confirmation once your plan is cancelled. We will never require you to speak with a representative, sit through a retention offer, or complete additional steps in order to cancel.

To avoid being charged for the next visit, let us know at least 24 hours before that visit's scheduled start time. Cancelling a plan is not the same as cancelling a specific visit already inside the 24-hour window; the terms in Section 5 apply to that visit.

Skipped visits. You may skip individual visits without cancelling your plan. If more than 8 weeks pass between visits, your next cleaning may be priced as a Standard Clean or Deep Clean rather than at your recurring rate, since additional work is typically required.

Section 7 — Reviews and Feedback

We care about the experience you have with Habitat Cleaning Co., and we want the chance to make things right if something isn't up to your expectations. If you are ever unhappy with our service, please reach out to us directly first. We ask — though do not require — that you please allow us a reasonable opportunity (about 72 hours) to address any concerns before posting public feedback. We believe honest reviews, positive or negative, are a valuable and welcome part of doing business the right way, and we will never penalize a client financially for sharing their honest experience.

Section 8 — Workplace Safety

For the safety of our team, we are unable to perform: cleaning beyond what is safely reachable from a two-step ladder; cleaning of biohazard materials; cleaning of areas with active pest infestations; or cleaning of areas with visible mold. If a pest infestation is not disclosed to us prior to arrival, we reserve the right to decline service without refund, due to the health and safety risk to our staff and other clients.

Section 9 — Limitations and Liability

Pets: You are responsible for the care and safety of your pets during our service. We are not liable for pet health or safety issues outside of our own negligence.

Personal Property: Please put away or point out valuables, sensitive documents, and specialty items that require special care before we arrive. We are not responsible for damage to items we were not informed about.

Fixtures: We are not responsible for pre-existing wear or normal-use damage to fixtures and home items that occurs during routine cleaning.

Move-In/Move-Out Cleanings: If access to the property changes before any concerns are reported to us, our Satisfaction Guarantee is considered fulfilled once we no longer have access to the property.

Section 10 — Photos for Marketing

By using our services, you give Habitat Cleaning Co. permission to take before-and-after photos of the work performed for marketing purposes such as our website and social media. We do not share your address or other identifying personal information without your permission, and you may opt out at any time by letting us know.

Section 11 — No Solicitation of Our Team

We invest significant time training and vetting our cleaning professionals. We ask that clients not directly hire or solicit our team members to work independently outside of Habitat Cleaning Co.

Section 12 — Intellectual Property

All content on our website, including text, photos, and our logo, belongs to Habitat Cleaning Co. and may not be used or reproduced without our written permission.

Section 13 — Disclaimer and Limitation of Liability

Our services are provided with care and professionalism, consistent with industry standards. To the extent permitted by law, Habitat Cleaning Co.'s total liability for any claim related to our Services will not exceed the amount you paid for the service in question.

Section 14 — General Provisions

These Terms are governed by the laws of the Commonwealth of Virginia. If any provision of these Terms is found unenforceable, the remaining provisions will remain in full effect. Our failure to enforce any part of these Terms does not waive our right to do so in the future.