5. SATISFACTION GUARANTEE

5.1 Our Commitment to Quality

We strive to provide excellent service. If you are dissatisfied with a cleaning, please contact us at support@heritagehomecleaners.com immediately.

5.2 Re-Clean Guarantee

For the following service types:

• Standard/recurring cleaning

• Move-in/move-out cleaning

• Deep cleaning

• Post-construction/renovation cleaning

We offer a one-time free re-clean if:

• You notify us within 24 hours of service completion

• You provide a detailed written explanation of the deficiencies

• You provide photographic or video evidence of the issues

• The issues are directly related to the service performed (not pre-existing conditions)

5.3 Re-Clean Scheduling

We will make reasonable efforts to schedule the re-clean within 7 days of your complaint. The re-clean will be performed by the same or a different Service Provider, at our discretion.

If you decline all offered re-clean time slots within the 7-day window, the satisfaction guarantee is voided.

5.4 Pre-Service Documentation Requirement

For post-renovation services ONLY:

You must provide complete photographic or video documentation of the property at least 48 hours before the scheduled service. This allows us to:

• Accurately assess the scope of work

• Confirm the initial condition

• Set appropriate expectations

Failure to provide this documentation voids the satisfaction guarantee for those service types.

5.5 Refund Policy

Refunds are granted at our sole discretion and are typically limited to 50% of the service fee. Refunds are NOT available if:

• You decline the re-clean offer

• The issue is subjective or based on unreasonable expectations

• You fail to provide required documentation

• The issue was caused by your actions or property conditions
  
  

6. CANCELLATION AND RESCHEDULING POLICY

6.1 Cancellation Timeframes

More than 48 Hours Before Service:  No charge - free cancellation or rescheduling

24-48 Hours Before Service:  $50 (cancellation fee)

Less than 24 Hours Before Service:  50% of total booking amount (late cancellation fee)

Same-Day Cancellation or No-Show:  50% of total booking amount

6.2 Liquidated Damages

The cancellation fees stated above represent liquidated damages and constitute a reasonable pre-estimate of actual losses incurred by the Company, including:

• Lost revenue from turning away other clients

• Service Provider compensation and scheduling disruption

• Administrative costs

• Opportunity costs

You acknowledge that actual damages would be difficult to ascertain and that these amounts are reasonable under the circumstances.

6.3 Last-Minute Bookings

Bookings made less than 48 hours before the scheduled service time are subject to the same cancellation policies as if the booking had been made earlier.

6.4 Company-Initiated Cancellations

We may cancel or reschedule service due to:

• Service Provider unavailability due to illness, emergency, or other unforeseen circumstances

• Weather or safety concerns

• Inability to verify payment information

• Client violation of these Terms

In such cases, you will not be charged, and we will make reasonable efforts to reschedule at no additional cost.

7. SERVICE PROVIDER RELATIONS AND NON-SOLICITATION

7.1 Professional Treatment

You agree to treat all Service Providers with courtesy, respect, and in accordance with applicable law. Harassment, discrimination, threatening behavior, or abuse of any kind will result in immediate termination of services and may result in legal action.

7.2 No Direct Hiring - Non-Solicitation Agreement

You Agree NOT To:

• Hire any Service Provider introduced to you through our platform for private work

• Contract directly with any Service Provider for cleaning or related services

• Solicit, recruit, or encourage Service Providers to work outside our platform

• Share Service Provider contact information with third parties for hiring purposes

Duration: This restriction applies during your use of our services and for 24 months following your last booking.

Exceptions:

This restriction does not apply if:

• The Service Provider is no longer affiliated with our Company

• You pay the Placement Fee (see below)

• We provide written consent

7.3 Placement Fee (Liquidated Damages)

If you hire or contract with a Service Provider in violation of Section 7.2, you agree to pay liquidated damages of $500 per Service Provider, which represents:

• Our investment in recruiting and vetting Service Providers

• Lost platform fees and revenue

• Administrative costs

• Harm to our business model and relationships

This amount is a reasonable pre-estimate of actual damages, which would be difficult to calculate precisely.

7.4 Reporting Obligation

If a Service Provider approaches you directly or solicits private work, you must:

• Decline the offer

• Report it to us immediately at support@heritagehomecleaners.com

• Not engage in any private arrangement
  
  

8. DISLCAIMER

Heritage Home Cleaners LLC provides residential and commercial cleaning services to clients through a network of independent subcontractors (“Service Providers” or “Cleaners”). Each Service Provider operates as an independent contractor and is not an employee, partner, joint venturer, or agent of the Company.

Service Providers:

• Set their own schedules and work methods

• Provide their own tools and equipment (unless otherwise specified)

• Are responsible for their own taxes, insurance, and business expenses

• May work for other companies or clients

8.1 Company Responsibilities and Limitations

We Are Responsible For:

• Matching you with available background-checked Service Providers

• Processing payments and bookings

• Customer service and support

• Quality assurance and feedback systems

We Are NOT Responsible For:

• The day-to-day conduct, actions, or omissions of Service Providers

• Direct supervision of cleaning services

• Property damage caused by Service Provider negligence (see Section 9 for damage claims)

• Service Provider compliance with local licensing or tax requirements

8.2 Service Provider Vetting

While we take reasonable steps to evaluate Service Providers, including background checks, interviews, and reference verification, we rely on information provided by third parties and cannot guarantee its complete accuracy. We make no warranties regarding any Service Provider’s suitability, qualifications, or performance.

You acknowledge that use of Service Providers is at your own risk. We reserve the right to remove Service Providers from our platform based on feedback, complaints, or performance issues, but we are not obligated to do so.

9. LIABILITY, DAMAGES, AND CLAIMS

9.1 Liability Limitation

Our total liability for any claim arising out of or related to these Terms or our services, whether in contract, tort, negligence, strict liability, or otherwise, is limited to the lesser of:

• The actual cost to repair or replace the damaged item, OR

• $500 per incident, OR

• The amount paid for the service during which the damage occurred

9.2 Types of Damages - Exclusions

We Are NOT Liable For:

• Pre-existing damage, wear and tear, or latent defects

• Damage to items not properly stored, secured, or disclosed

• Antiques, collectibles, heirlooms, or items of sentimental value

• Cash, jewelry, securities, or other valuables

• Indirect, consequential, incidental, or punitive damages

• Loss of use, lost profits, or business interruption

• Damage caused by your negligence or failure to follow our instructions

9.3 Exceptions to Liability Limits

The limitations in Section 9.1 do NOT apply to:

• Personal injury or death caused by our gross negligence or willful misconduct

• Damages required to be covered by law

• Fraud or fraudulent misrepresentation

9.4 Damage Claim Process

To Make a Valid Claim, You Must:

• Notify us in writing within 48 hours of service completion

• Email support@heritagehomecleaners.com with:

  • Booking confirmation number

  • Detailed description of damage

  • Photos or video evidence clearly showing the damage

  • Estimated repair/replacement cost

  • Any supporting documentation (receipts, appraisals, etc.)

Late or Incomplete Claims may be denied. We will investigate and respond within 5 business days.

9.5 Service Provider Insurance

Service Providers are required to maintain general liability insurance with minimum per-incident coverage of $1,000,000. Proof of insurance is verified annually.

10. SUSPENSION AND TERMINATION

10.1 Our Right to Terminate

We reserve the right to suspend, terminate, or refuse service to any client at any time, with or without cause, including but not limited to:

• Violation of these Terms

• Abusive, threatening, or discriminatory behavior

• Repeated cancellations or no-shows

• Payment disputes or delinquent accounts

• Safety concerns

• Fraudulent activity

10.2 Effect of Termination

Upon termination:

• You will no longer be able to make new bookings

• Any scheduled services may be cancelled

• Outstanding balances remain due and payable

• Non-solicitation obligations remain in effect

10.3 Creating New Accounts Prohibited

If your access is terminated, you may not create a new account under a different name or email address. Any services booked through secondary accounts will be cancelled, and cancellation fees will apply.

11. FORCE MAJEURE

We are not liable for delays, failures, or inability to perform our obligations due to events beyond our reasonable control, including but not limited to:

• Severe weather (hurricanes, tornadoes, blizzards, ice storms, floods, extreme heat)

• Natural disasters (earthquakes, wildfires)

• Public health emergencies (pandemics, epidemics)

• Governmental actions, orders, or restrictions

• Utility failures (power outages, water main breaks)

• Labor disputes or strikes

• Transportation disruptions (road closures, fuel shortages)

• Acts of terrorism or war

• Internet or telecommunications failures

In such events, we will make reasonable efforts to reschedule services at no additional charge. No cancellation fees will be assessed for force majeure cancellations.

12. PRIVACY AND DATA PROTECTION

12.1 Information Collection

We collect and use personal information as described in our Privacy Policy, which is incorporated into these Terms by reference.

12.2 Data Sharing with Service Providers

Service Providers receive only the information necessary to perform services:

• Your name and contact information

• Property address

• Special instructions or access codes

• Service details

Service Providers are contractually required to maintain confidentiality and use your information only for performing the booked service.

12.3 Payment Information Security

Payment information is processed and stored using industry-standard encryption and PCI-DSS compliant systems. We never share your full payment card details with Service Providers.

12.4 Service Documentation and Promotion

During or after a cleaning service, Service Providers may take photographs or videos of areas of the property for purposes of documenting the condition of the property, verifying services performed, quality assurance, and resolving service-related questions or disputes. The Company may also use photographs that do not identify the client, occupants, or property for promotional purposes, including on the Company’s website and social media.

13. INTELLECTUAL PROPERTY

13.1 Ownership

All content on the Site, including text, graphics, logos, images, software, and design elements, is owned by Heritage Home Cleaners LLC or our licensors and is protected by United States copyright, trademark, and other intellectual property laws.

13.2 Restrictions

You may not:

• Copy, reproduce, or distribute our content without written permission

• Use our trademarks, logos, or branding without authorization

• Create derivative works based on our content

• Use automated systems to access or scrape our Site

13.3 User-Generated Content

If you submit reviews, photos, or other content through our platform, you grant us a worldwide, non-exclusive, royalty-free license to use, display, and distribute that content for business purposes.

14. DISPUTE RESOLUTION

14.1 Informal Resolution

Before initiating formal proceedings, you agree to contact us at support@heritagehomecleaners.com to attempt to resolve any dispute informally.

14.2 Governing Law

These Terms are governed by the laws of the State of Nevada, without regard to conflict of law principles.

14.3 Venue and Jurisdiction

Any legal action arising out of or relating to these Terms must be filed in the state or federal courts located in Clark County, Nevada. You consent to the exclusive jurisdiction of these courts.

14.4 Arbitration

Any dispute arising out of or relating to these Terms shall be resolved by binding arbitration in accordance with the rules of the American Arbitration Association. The arbitration shall take place in Las Vegas, Nevada. Judgment on the arbitration award may be entered in any court having jurisdiction.

You Waive Your Right To:

• A jury trial

• Participate in class action lawsuits

• Pursue claims in a representative capacity

14.5 Class Action Waiver

You agree to bring claims only in your individual capacity and not as a plaintiff or class member in any class or representative action. Class arbitrations and class actions are not permitted.

14.6 Statute of Limitations

Any claim must be filed within one (1) year after the claim arises or be forever barred, except where prohibited by law.

15. GENERAL PROVISIONS

15.1 Entire Agreement

These Terms, together with our Privacy Policy and any booking confirmations, constitute the entire agreement between you and the Company and supersede all prior agreements, communications, or understandings.

15.2 Amendments

We may update these Terms at any time by posting revised Terms on our Site. Your continued use of our services after changes are posted constitutes acceptance of the modified Terms.

15.3 Assignment

We may transfer our rights and obligations under these Terms to another entity (such as in a merger or sale). You may not transfer your rights or obligations without our written consent.

15.4 Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions will remain in full force and effect.

15.5 Waiver

Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or our right to enforce it in the future.

15.6 No Third-Party Beneficiaries

These Terms are solely for your benefit and ours. No other person or entity has any rights under these Terms.

15.7 Headings

Section headings are for convenience only and do not affect interpretation.

15.8 Survival

Sections that by their nature should survive termination (including payment obligations, liability limitations, dispute resolution, and intellectual property) will remain in effect after termination.

16. NOTICES

All notices to the Company must be sent to: support@heritagehomecleaners.com

We may send notices to you via:

• Email to the address associated with your account

• Posting on our Site

• SMS text message (if you provided a phone number)

You consent to receive communications electronically, and electronic communications satisfy any legal requirement that communications be in writing.

ACKNOWLEDGMENT

By using our services, you acknowledge that:

• You have read and understood these Terms

• You agree to be bound by these Terms

• You have had the opportunity to review these Terms with legal counsel if desired

• You understand the limitation of liability and dispute resolution provisions

• These Terms constitute a legally binding agreement