Terms & Conditions

BY AGREEING TO SERVICES, CUSTOMER ACKNOWLEDGES AND AGREES TO THE TERMS AND CONDITIONS OF SERVICE AS STATED IN THIS AGREEMENT
By accepting professional cleaning service appointments and agreeing to a service provided by 5 Star Housekeeping the client agrees to accept 5 Star Housekeeping’s general terms and conditions listed below. These terms and conditions, together with our letter of confirmation and our cleaning schedule, constitute the entire agreement between the parties and no other representation or statements, whether oral or written, shall be binding upon the parties. If any part of this agreement is held to be invalid or unenforceable for any reason, the remaining terms and conditions shall remain in full force and effect.
If you are unsure about any point within these terms and conditions, please contact us for clarification. Your statutory rights are not affected. In event that the terms and conditions change we will notify you in writing.
• We stand by our service! If you’d like to cancel for any reason whatsoever, you must notify us at least 48 hours prior to scheduled appointment time. 5 Star Housekeeping contract does not lock you in.  
• We offer a 24-hour, 100% Satisfaction Guarantee for all recurring Customers (i.e., weekly, biweekly, etc.). If you are not satisfied with any area of your home, just call us within 24 hours and we’ll return immediately to clean those areas for free.
• If recurring service (Weekly, Bi-weekly, or Monthly cleaning) is booked and then cancelled after the first cleaning, the One-Time cleaning rate will be charged.
• Due to our flexible and ever-changing schedule, it is difficult to commit to exact arrival times. We service homes Monday through Friday between the hours of 8:00 am and 5:00 pm and on Saturday by appointment. Even if you normally have an afternoon cleaning, there may be times that we need to clean your home in the AM instead. We will make every effort to accommodate your needs.
• Provide 48-hour notice to cancel service. You may reschedule, skip, or cancel any of your cleanings. We do ask for a 24-hour notice of any of these actions. Without a 48-hour notice you will be liable for a $70.00 cancellation fee.
•For weekly and bi-weekly appointments, The initial deep clean will be BILLED as if it were a one-time deep clean (FULL PRICE). After initial deep clean aLL CONSECUTIVE WEEKLY OR BI-WEEKLY APPOINTMENTS WILL BE BILLED AT DISCOUNTED RATE. Payment is expected in full on the day of scheduling. For your convenience we accept all major credit cards where all services are charged at the time of scheduling. Furthermore, cancellations will be charged to customer.  (recurring appointments will be billed on scheduled date).
• Any payment returned from your bank will be assessed an additional fee of $30 as allowed by law.
• The cost of services includes the provision of reasonable supplies and equipment being provided by our company. Any jobs requiring extra supplies or equipment will be billed additionally for these services.
• Our teams are instructed to follow the requirements for the cleaning package they are conducting. If you would like additional services performed, please contact our office at least one business day in advance so we can attempt to accommodate the additional work. 5 Star Housekeeping does not steam clean carpets or wax floors as part of our 5 Star cleaning packages. Please refer to our cleaning checklist for details on service provided. Changes in scheduling could create changes in fees.
• Be advised that if the professional house cleaners are subject to distractions that affect our ability to work, we reserve the right to charge for our extra time spent in the home. Distractions include but are not limited to pets not properly secured, third party, or contractors interfering with the professional house cleaners’ duties etc.
• If for any reason an employee of 5 Star Housekeeping feels that their personal safety is in danger or conditions at the home are hazardous enough to leave the job site, due to actions or negligence by the customer, or others at the job site, the customer will remain liable for the full cost of the job and future scheduling may be prohibited.
• Items of extreme value (monetary or sentimental) should be dusted or cleaned by the owner.  Large furniture items and items with fragile decorations must be moved by customer if cleaning under/behind is desired. 5 star housekeeping staff is instructed only to clean under/behind light items (small tables, chairs, stove, etc.). 5 star housekeeping is not liable for damage/injury caused from Any furniture item requested to be moved by housekeeping staff.
• We assume no liability for damage or loss of items that are not secured in a proper manner, or previously damaged before cleaning. (Example: heavy pictures hanging from thumbtacks, or dings in furniture that were there before we cleaned). Further, we will assume no liability for damage or loss caused by the negligence of the Customer.  
• Although we are professionals, we are not miracle workers. Sometimes we are called in too late to correct damage that is already done (for example, extreme stains that require a return visit or a specialized professional and home inspection is scheduled for following day, etc.). items may take a couple of cleanings to look their best. We will work with you in the most cost-effective way to try to remedy these spots in your home.
• Professional house cleaners working for 5 Star Housekeeping have agreed in writing, that they or their family and friends will not accept direct employment from any Customer of 5 Star Housekeeping except for payment of the exit fee (see next bullet point). This agreement is in full force and effective during the time that professional house cleaners are employed with 5 Star Housekeeping and for a period of 6 months after termination of their agreement with 5 Star Housekeeping. Given this, we respectfully ask that you not directly solicit or engage the service of any professional house cleaner, except through 5 Star Housekeeping.
• If you prefer hiring a current or former employee, a $1740.00 referral fee will be charged. Once the referral fee is paid, 5 Star Housekeeping will no longer be responsible for managing the professional house cleaner, including, but not limited to liability protection, information security, scheduling, government taxes, quality of services, and any other act pertaining to the daily work duties of the Housekeeper.
• The client agrees to notify 5 Star Housekeeping if any person or persons in the household are suspected of contracting an infectious disease. This notification must be as early as possible, but at least 24 hours before scheduled visit. 5 Star Housekeeping reserves right to cancel cleans under such circumstances.
• 5 Star Housekeeping agrees to keep all client’s details confidential and secure all keys in its care. If a key is given to 5 Star Housekeeping, please make sure your home is accessible to us. If your home is equipped with a security system, please ensure that you advise us of the entry code or have it disarmed.
• Packages are based on the average time to clean and size of home (on our home page you can find our cleaning checklist and package details). If the home is not found in an “average” condition and it takes more than 1 extra hour to clean, 5 Star Housekeeping reserves the right to bill for the extra time spent. Our ultimate pcs/move out package is designed for government directed (gc) moves. we strictly adhere to base housing requirements for gc moves (see cleaning checklist link below). Non-government directed (ngc) moves may require special contractors for services not provided by 5 star housekeeping (see our cleaning checklist). Homes must be empty, including all furniture/trash on the scheduled day of cleaning for all Ultimate 5 Star packages. Off base PCS/Move out cleanings require 2 days in order to meet housing agency requirements. In addition, if your home has more bedrooms than specified for the package that was purchased (not including pcs/move out which does not have bedroom limits), you may be subject to additional fees. Our purpose is to ensure you have a clean home. Therefore, payment is for the service provided and not based on the amount of time your cleaning team spends at your home. We want our team to focus on ensuring your home is clean and not how many hours they work. Some housekeepers may take longer than average time; some may take less time than average. Either way, your home will sparkle.


***IF YOU ARE SCHEDULING RE-OCCURRING APPOINTMENTS, you have the option to SELECT "RESERVE WITHOUT PAYING" ON THE CHECKOUT PAGE. to save time on future bookings, from THE CONFIRMATION PAGE SELECT "SAVE CREDIT CARD INFO FOR FUTURE USE". YOU WILL ONLY BE BILLED ON SCHEDULED DAYS.