Terms of Service

Last updated: June 14, 2025


Introduction:
These Terms of Service (“Agreement”) form a legally binding contract between House Mates Incorporated (“Company,” “we,” or “us”) and the individual or entity accessing our website or using our services (“Customer,” “you,” or “your”). By accessing our website, booking a service, or using any of our services, you agree to be bound by the terms outlined here. If you do not agree to these terms, you should not use our website or services. We may update these terms from time to time, and your continued use of our services constitutes acceptance of any revised terms. The most current version of this Agreement will always be available on our website.


Description of Services:
House Mates Incorporated provides professional cleaning services for residential properties and office environments. Subject to the terms of this Agreement, we agree to deliver services (“the Service”) at a specified location (“the Premises”) on a mutually agreed date and time (“the Service Time”).

We currently offer the following service categories:

  • Standard residential cleaning
  • Recurring maintenance cleaning
  • Deep cleaning
  • Move-in and move-out cleaning
  • Apartment turnover and common area cleaning
  • Office cleaning (non-industrial only)

For some services, your estimate may include a maximum time allotment. Our team will assess the condition of the space early in the visit and reach out as soon as possible if additional time or adjustments are needed. If we’re unable to reach you, we’ll proceed with as much as possible within the original scope and included timing.


What We Don’t Clean:
While we aim to provide thorough service, certain areas and tasks fall outside the scope of our standard offerings. We do not clean:

  • Unfinished basements, attics, or garages (unless pre-approved)
  • Outdoor areas (patios, decks, exterior windows, or outdoor furniture)
  • Biohazards or hazardous materials (e.g., pet waste, feces, bodily fluids, infestations)
  • Specialty fixtures or items requiring disassembly or special handling
  • Surfaces requiring a ladder taller than three steps
  • Junk removal, decluttering, or organizational services

If you have questions about a specific area or item, feel free to contact us in advance — we’re happy to clarify what’s included or offer alternative solutions where possible.


Service Scope Limitations:
Our team provides cleaning services only. We do not offer organizational, decluttering, junk removal, or handyman services. We also do not offer specialty services such as upholstery cleaning, carpet or floor restoration, or appliance repair. Please ensure that all areas are reasonably tidy and accessible prior to our arrival. We may skip overly cluttered or obstructed areas if cleaning cannot be performed safely and efficiently. If the majority of the space is inaccessible or unsuitable for cleaning, we reserve the right to cancel the appointment and charge according to our cancellation policy.


Biohazards & Specialty Limitations:
We do not clean or handle hazardous materials, including human or animal waste, mold, insect infestations, or bodily fluids. If our team encounters hazardous conditions or requests outside our scope, we may skip the affected areas and recommend an alternative provider. If biohazards or safety concerns affect the majority of the property, the service will be canceled and charged according to our cancellation policy.


Add-On Services:
Some tasks are not included in the base scope of your scheduled service but may be available as optional add-ons for an additional fee. Add-on availability and pricing vary depending on the type of cleaning booked (e.g., move-out, recurring, deep cleaning). 

Add-ons must be requested in advance to ensure proper staffing, supplies, and time allocation. Examples may include interior appliance cleaning (if not already included in your service), light furniture shifting (under 50 lbs), baseboard cleaning, or interior window cleaning. 

For a full list of available add-ons and applicable rates, please refer to the estimate provided for your specific service, or contact us directly for a custom quote.


Additions and Amendments:
Any changes to the Service must be pre-approved by the Company. Cleaners are not authorized to make adjustments to scope or pricing. Any requests for additional services must be made by phone or email to the Company.


Recurring Service Adjustments:
For recurring customers, we periodically review service levels to ensure they align with your home’s current needs. If there are changes in layout, usage, occupancy, or ongoing buildup, we may recommend adjusting your service time or pricing accordingly.


Customer Representations and Warranties:
The Customer represents that they:

  1. Will provide a safe working environment at the Premises
  2. Will ensure unobstructed access to all required areas
  3. Will provide utilities (water, electricity, heating/cooling) as needed
  4. Will notify the Company of any known hazards or risks prior to service
  5. Will ensure they are legally authorized to request and approve services at the Premises, including access and payment
  6. Will secure or remove valuable, fragile, or sentimental items before service
  7. Will move any items over 50 pounds if cleaning behind or beneath them is required


Customer Responsibilities:
You are responsible for ensuring our team has proper access to the property, availability of essential utilities, and accurate information about the scope and condition of the space. Failure to meet these responsibilities may result in delays, incomplete service, or cancellation fees.


Health and Safety Risks:
The Cleaner may conduct a risk assessment prior to service and decline tasks deemed unsafe. The Cleaner may also exclude specific areas or materials during the job if health or safety concerns arise.


Extreme Conditions Disclosure:
In rare cases where the property is deemed unsafe, unsanitary, or otherwise unsuitable for cleaning, we reserve the right to cancel the appointment upon arrival. If this occurs, 100% of the estimated service price will be charged to cover time and travel.

Situations that may lead to cancellation include, but are not limited to:

  • Pest infestations
  • Excessive debris or unsanitary conditions
  • Presence of feces or hazardous materials
  • Structural instability
  • Threatening, abusive, or inappropriate behavior toward staff


Right to Refuse Service:
We reserve the right to refuse or discontinue service at any time if conditions fall outside our standard scope, if the team feels unsafe, or for any other reason deemed reasonably necessary by the Company. If this occurs, 100% of the estimated service price will be charged to cover time and travel.


Pet Policy:
To protect your pets and our staff, we ask that all animals be secured during appointments. While we’re happy to work around pets when safe to do so, the Company cannot be held responsible for any issues related to pets, including but not limited to escape, injury, stress, accidental confinement, or any resulting damage to the property. Customers are solely responsible for the safety, supervision, and containment of pets during and after service.


Delicate Surfaces & Specialty Products:
All surfaces are assumed to be properly sealed and safe for standard cleaning products. If any surface requires special handling, please let us know in advance. We may request you supply specialty products if needed or exclude those areas from the service.


Limitations on Surface Restoration:
While our team works diligently to deliver a noticeable difference, we cannot guarantee results on surfaces that are permanently stained, deteriorated, rusted, or damaged due to age or improper maintenance.


Photo & Media Use:
We may take before-and-after photos and short video clips for internal quality control, training, or service documentation. Occasionally, these may be used anonymously for marketing purposes (e.g., on our website, social media, or print materials). If you prefer not to have any photos shared publicly, please let us know — we’ll fully respect your request.


Review & Feedback Use:
We may feature customer reviews or feedback (including emails, texts, or submitted testimonials) in our marketing content, such as our website, social media, or printed materials. To protect your privacy, we only use your first name, last initial, and city. We may make minor edits for grammar, clarity, or formatting — without changing the overall tone or intent. If you’d prefer not to have your feedback used, please let us know — we’ll fully respect your request.


Non-Solicitation of Cleaners:
You agree not to hire or contract directly with any House Mates team member for a period of one (1) year after your last service unless written consent is given. A $5,000 placement fee will apply if this term is violated.


Supplies and Equipment:
We supply all cleaning products, tools, and equipment necessary to perform the service, excluding consumables such as toilet paper, soap, paper towels, and trash bags, unless otherwise agreed upon.


Quotes and Estimates:
All price quotes are based on the information you provide at the time of booking. Final billing may be adjusted based on the actual condition of the space and the time required to complete the service. If we encounter anything that significantly affects the scope — such as additional buildup, unaccounted-for areas, or layout differences — we’ll contact you to discuss any necessary adjustments before proceeding.


Bookings:
Customers may book online, by phone, or by email. A valid credit card is required to secure all appointments and must remain on file for recurring services to continue uninterrupted. To maintain consistency and quality, recurring service appointments must remain on schedule. Excessive cancellations, rescheduling, or skipped visits may result in adjustments to pricing, scheduling priority, or service availability. We reserve the right to refuse any booking.


Property Access:
If you will not be home during the scheduled appointment, please let us know in advance how to access the property. Acceptable methods include door codes, lockboxes, keys, or access instructions provided at the time of booking. By providing entry access, you authorize House Mates to enter the property during the scheduled service window. Access methods remain valid for future appointments unless you revoke them in writing. If our team is unable to enter the property as scheduled, a cancellation fee may apply in accordance with our policy.


Delayed Entry & Waiting Time:
If our team arrives and cannot access the property within 15 minutes, we reserve the right to cancel the appointment and apply a cancellation fee. If access is granted after a delay of 15 minutes or more, we may need to shorten the service or bill for additional waiting time at our standard hourly rate to stay on schedule.


Parking & Access Requirements:
In areas where parking is limited or regulated (e.g., metered zones, residential permits, downtown locations), customers are responsible for providing legal and accessible parking near the property. If a permit or parking pass is required, it must be provided in advance. If parking is unavailable or causes a delay exceeding 15 minutes, we may:

  • Shorten the service to fit the remaining time
  • Add a surcharge for time spent locating parking
  • Reschedule the appointment and charge a cancellation fee

Customers will be responsible for any parking-related costs, including tickets, towing, or fees incurred due to lack of parking accommodations. For apartment buildings or secured-entry locations, we recommend reserving a loading zone or notifying the front desk or security in advance to ensure smooth access for our team. Delays caused by security protocols, lack of entry instructions, or elevator wait times may result in additional charges or a shortened visit.


Utilities:
Please ensure that water and electricity are turned on at the property during your scheduled appointment. These utilities are essential for vacuuming, mopping, and safely completing your cleaning. If either is unavailable upon arrival, we may not be able to complete all services as planned. In some cases, our team may proceed with a partial cleaning and skip tasks that require power or water. A cancellation fee may apply if service cannot proceed due to utility issues.


Payments & Authorizations:
A 50% deposit is required to reserve one-time or first-time services. The remaining balance will be charged to the card on file on the day of service.

For recurring customers, payment will be processed automatically to the card on file on the day of each scheduled cleaning.

By booking, you authorize us to charge your card on file for services and any applicable cancellation fees.


Billing Disputes:
If you believe a charge is incorrect, please reach out as soon as possible — ideally within 7 days — so we can address it quickly. We're happy to work with you directly and ask that you allow us the chance to resolve the issue before initiating a chargeback.


Declined Payments:
If your card is declined, we will contact you to update your payment method. Payment is expected promptly to avoid disruption to service. Additional fees may apply for delayed or unsuccessful payments.


Refund Policy:
We do not issue refunds for services that have been rendered or for valid cancellation fees, as outlined in our Cancellation Policy. If you are unsatisfied with the results of your cleaning, please notify us within 24 hours and we’ll gladly return to address any missed areas or concerns.

However, we may be unable to resolve issues that fall outside our control — such as lack of access, incomplete or inaccurate information, or conditions that are outside the agreed scope of work.

We also cannot guarantee results for surfaces or materials that are permanently stained, deteriorated, rusted, or damaged due to age or improper maintenance. In such cases, cleaning may improve appearance but not fully restore the surface, and refunds will not be issued for outcomes related to these conditions.


Cancellation Policy:
If the appointment is canceled with less than 48 hours’ notice, 50% of the total estimated price will be due and charged to the credit card on file, or deducted from the deposit made to reserve the appointment.

If the appointment is canceled on the same day, if we are unable to access the property upon arrival, if we are turned away at the door, or if service cannot be completed due to any condition outlined in this agreement as grounds for cancellation, 100% of the total estimated price will be charged.

If a 50% deposit was made, the remaining balance will be charged to complete the full amount.


Arrival Window:
We provide a one-hour arrival window. While we aim to arrive at the beginning of that window, delays can occur due to traffic, parking, or previous appointments.


Conditions on Arrival:
If certain areas are inaccessible or not ready for cleaning when we arrive — such as rooms being used, cluttered spaces, or ongoing construction — our team will focus on the areas that are available. While we will make the most of the scheduled time and scope, we are unable to offer discounts for skipped areas. If the conditions prevent us from completing the service entirely, standard cancellation fees may still apply.


Communication During Service:
If we are unable to reach you during your scheduled appointment, we will proceed based on the agreed scope and our best judgment. We recommend keeping your phone nearby in case we need to confirm anything during your cleaning.


Default:
If a party materially breaches this agreement, the other party may terminate the agreement upon written notice unless the issue is resolved.


Indemnity:
You agree to hold House Mates harmless against any claims, damages, or losses arising from your breach of this agreement or misuse of our services.


Accidents, Damage & Theft:
Customers must report any incidents involving damage, theft, or breakage within 24 hours of service. House Mates is not liable for damage to valuables such as cash, jewelry, antiques, or sentimental items.

We are also not responsible for damage resulting from:

  • Items that are improperly secured, unstable, or installed with non-permanent materials (e.g., leaning mirrors, taped hooks, command strips)
  • Items with pre-existing damage or visible wear (e.g., cracked glass, loose knobs, deteriorated finishes)
  • Normal wear and tear during cleaning of aged or poorly maintained materials
  • Valuables or fragile items not removed or properly secured prior to service

If you're aware of any delicate or compromised items, please let us know in advance — we're happy to take extra precautions or skip those areas as needed.


Insurance:
House Mates Incorporated maintains appropriate business insurance, including general liability coverage, to protect against damages or accidents that may occur in connection with the services we provide.


Compliance with Laws:
We comply with all applicable federal, state, and local laws in the performance of our services.


Privacy Policy:
We respect your privacy and use secure technology to protect your information. We do not share personal data with third parties unless required by law. Please see our full Privacy Policy for details.


Force Majeure:
Neither party shall be held liable for delays due to causes beyond their control, including natural disasters, labor disputes, illness outbreaks, or civil unrest.


Dispute Resolution:
We aim to resolve all concerns amicably. In the event of a dispute, both parties agree to attempt resolution through direct communication and mediation before pursuing other legal remedies.


Modification of this Agreement:
We may update this Agreement at any time by posting changes to our website. Continued use of our services signifies acceptance of the updated terms.


Entire Agreement:
This Agreement supersedes all prior discussions or agreements, written or oral, related to our services.


Severability:
If any part of this Agreement is found invalid, the remaining terms shall continue in full effect.


Governing Law:
This Agreement is governed by the laws of the State of Ohio.


Waiver:
Failure to enforce any term shall not constitute a waiver of future enforcement.


Customer Support:
Monday–Saturday, 9:00 AM–6:00 PM
Phone: 216-350-7577
Email: info@housematesus.com


Business Address:
House Mates Incorporated
1437 E 32nd Street
Cleveland, OH 44114


Website Security:
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