1. PREREQUISITES FOR SERVICES:

To ensure we meet your expectations as a customer and for our company to render services correctly, we require the following:

a. Credit Card: Paying for services with a credit card is optional, however we require customers to have a credit card on file. This requirement helps to ensure timely payment for our services and prevents customers from incurring late-payment fees. Additionally, it is a method to charge for cancellation fees, lock-out fees, and fees for service locations considered unserviceable.

b. Transparency: In order to accurately determine the cost and duration of services, we expect your full disclosure of the condition of your service location. Customers who fail to do this will be subject to: additional charges for the additional labor; a convenience fee associated with said additional charges; and/or complete cancellation of services should the service location be deemed hazardous for Contractor. In the event there is a cancellation of services due to this lack of disclosure by the Customer, the Customer will be charged the full amount of the scheduled clean.

c. Service Agreement: Customers must digitally sign service agreements before scheduling can occur.

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2. SERVICES:

a. Except for by-the-hour cleaning and other instances, pricing for by-the-square footage and by-the-room is a flat rate based on an estimated duration, not the actual duration.

b. Contractor does not clean animal cages, litter boxes, animal droppings, human feces, urine, vomit, soiled clothing and/or other similar biohazards.

c. We do not offer services that plumbers, handypersons, movers, exterminators, landscapers, or professional floor and upholstery cleaners include in their respective fields.

d. We reserve the right to deny and/or terminate service because of safety concerns, inappropriate or uncomfortable situations, weapons/drugs on premises, severe clutter, hoarding situations or disconnected utilities.

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3. 24-HOUR SATISFACTION GUARANTEE:

We never want you to be less than fully satisfied with our services. 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; however, if we missed anything or didn’t clean to the highest standards, let us know within 24 hours of your appointment. We’ll return at no charge and make sure to exceed your expectations.

a. Customers must notify Contractor in writing within 24 hours of their most recent cleaning date to report damage, breakage and/or loss of any personal items. It is the Customer’s sole responsibility to email and/or to text Contractor photos of damage, breakage and/or loss of personal items.

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4. APPOINTMENTS:

Due to the nature of the cleaning service industry, the estimated arrival time is within one hour before or after the scheduled time. There are no fees to reschedule or cancel appointments with a 24-hour notice. Without a 24-hour notice, cancellation and rescheduling fees will apply.

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5. PRIVACY:

We are committed to keeping your information confidential. We do not sell, rent, or lease our customer lists to third parties. Furthermore, we will not provide your personal information to any third party individual, government agency, or company unless compelled to do so by law.

a. I understand that by allowing Sweet Nest ATX to service my home, I give my permission for the taking of photographs, and/or videos. Photographs and videos are the property of Sweet Nest ATX.

b. Before/After Photos and Videos: Contractor will take both a before and after photos and videos of the property. These are made for reference in order to confirm status of the serviced property before Contractor arrives and before they leave. If this is explicitly denied by Customer, it will void the opportunity for certain complaints and claims made against Contractors, including damage, breakage and/or loss of items. Additionally, we will be unable to provide any reparations if complaints are raised outside of our 24-Hour Guarantee.

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6. REQUISITE FOR SERVICE:

To service a location, we first must have access to the property and have electricity and running water. If these are not provided when Contractor is on site, Contractor will leave the property.

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7. BILLING TERMS:

Sweet Nest ATX will invoice the Client after completion of services, unless otherwise agreed upon by both Client and Contractor. The Client agrees to pay invoice(s) by the due date(s) specified. Unpaid or overdue invoices may result in suspension or termination of the Project.

a. Payments are due in full upon service completion. Payments can be made in person by credit card, cash, checks, or over the phone. Other billing options are available at Contractor discretion.

b. Refunds: We do not offer full refunds for completed work. For instances where areas or items were not cleaned or not cleaned well, and our office is notified with pictures within 24 hours of the service, we will return to clean, reclean, or offer a partial refund not to exceed 40%.

c. Late Payments: Payments not received on the day of service are late, and payments not received by the 7th day will incur a late payment fee of $50.
 

8. CANCELLATION FEES:

We do not use fees for the sole purpose of generating revenue. Instead, they are enforced to help prevent scheduling conflicts and protect our Contractors to ensure they are treated humanely and paid fairly for their time. Exceptions are made on a case-by-case basis based on emergency.

An unexpected cancellation affects two groups: other customers' appointment times and employees' schedules and wages. Sweet Nest ATX values the time and treatment of both Customers and Contractors, which is the reason Cancellation Fees are enacted under these conditions:

a. Belated Cancellations: Cancellations within 24 hours of your scheduled appointment. Customer is liable to pay Contractor the entirety of the scheduled cleaning fee for belated cancellation.

b. Belated Rescheduling: Rescheduling within 24 hours of your scheduled appointment. Customer is liable to pay Contractor the entirety of the scheduled cleaning fee for belated rescheduling. If Customer rebooks the same clean within 7 days of initial scheduled clean, this rescheduled clean will be 25% off.

c. Lock-Outs: Cancellations due to the inability to enter the premises. Customer is liable to pay Contractor the entirety of the scheduled cleaning fee for lockouts. If Customer can remedy lockout within 1 hour from Contractor arrival, and Contractor scheduling allows for this, Client will incur a $50 convenience fee to compensate the Contractor for their time spent idle.

d. Unserviceability: Cancellations that occur due to lack of preparation of the service location, such as not having utilities (water and electricity), (i) Safety & Health Hazard or (ii) Harassment. Customer is liable to pay Contractor the entirety of the scheduled cleaning fee for unserviceability.

i. Safety & Health Hazard: A hazardous condition means any situation that poses an unreasonable hazard to the life, limb, or health of any person on the property. Dangerous conditions include, but are not limited to, hazardous odors or substances, unsound building structures, excessive mold, pest and rodent infestations, and exposed animal or human waste or bodily fluids.

ii. Harassment: We prohibit harassment of our employees. Harassment includes but is not limited to controlling the course of work (micro-managing), verbal or physical abuse or assault, stalking, video recording, photo taking, invading personal space, sexual advancements, sexual gestures, or sexual comments. Customers should direct all complaints or concerns to management.

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9. SPECIAL REQUESTS:

We will consider performing special requests that our employees deem safe, does not pose a risk of property damage, has a reasonable duration, and is cost-effective. Customers should request additional services in advance to keep other customers' time commitments intact. Special requests made when Contractors are on-site are subject to being denied, or additional cost to Customer.

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