Terms of Service

Cancellation Policy:

• Same-Day Cancellations: Cancellations made on the same day as the scheduled appointment will incur a 100% cancellation fee. 
• Day-Before Cancellations: Cancellations made the day before the scheduled service will incur a 50% cancellation fee. 
• Two Days Before: Cancellations made two days before the service will incur a 25% cancellation fee.
• Cleaners being denied access to the home at the time of cleaning (due to a customer no-show or lock-out) will be treated as Same-Day cancellations.

Non-solicitation of Employees and Contractors:

• Haven invests heavily in screening, onboarding, and background checking candidates to find high quality employees and contractors for our services. Hiring our cleaners (current or those employed or contracted by Haven Cleaning within the previous 24 months) and/or offering/receiving side propositions while using our services for up to 18 months after your last appointment with Haven Cleaning makes you liable for a $15,000 referral fee.
• By using our Services, you agree to notify us of any attempts to solicit or accept illegal services.
• If you breach this section, attorney, legal, and miscellaneous expenses incurred to investigate and/or collect this fee will be added to your employment case when discovered.
• Please note that exchanging contact information is considered a breach of these terms.

Reviews:

We require 7 days to resolve any and all issues before you post feedback. If there is an issue – please give us an opportunity to make it right!

Contractor Policy:

Due to our liability policy there can not be another contractor/ company present on the premises during our scheduled cleaning. In the event another contractor arrives while the Haven Cleaning staff is cleaning , our staff will notify the office & will not continue the service. The full balance will be charged on the card on file and the Haven Cleaning team will leave. You void the free reclean & refund option in agreeing to this policy. 

If another contractor services the premises within the first 24 hours of your cleaning , you void your option of a reclean & refund. We are not responsible for the damage done after the contractors arrive. 

Pests & Sanitary Conditions Policy:

Haven Cleaning will not clean homes with active infestations of pests such as rodents, bed bugs, or cockroaches. The customer is responsible for ensuring that the premises are free of pests before scheduling cleaning services.

If there are live pests, illegal drugs, excessive clutter, excessive mold, human or animal waste, or any other unsanitary circumstance (deemed at the reasonable discretion of the cleaning staff) is found while Haven Cleaning staff is cleaning, our staff will notify the office & will not continue the service. The full balance will be charged on the card on file and the Haven Cleaning team will leave.

Estimates:

For estimates done sight unseen, all bookings have initial length of time estimates provided based on standard conditions. If for any reason the home is not accurately estimated or would require extra time, you will be asked to approve the extra time needed or can choose to stay within your time estimate, understanding that some times will be left incomplete. 

Haven Cleaning Services – Property Damage Policy

1. Definition of Damage

“Damage” refers to physical harm, loss, or malfunction of Client property that occurs during the time our personnel are performing cleaning services. This includes but is not limited to breakage, scratches, stains, impact damage, malfunction related to cleaning processes, and any loss of functionality caused by our service.

2. Limitation of Liability

• Our liability for any one damage claim shall not exceed the greater of (a) the actual documented cost of repair or replacement of the damaged item, or (b) $500.

• We shall not be liable for consequential, indirect or incidental damages (including but not limited to lost use, business interruption, or diminished value).

• We will not accept liability for any item that:
  a) was in visibly poor or deteriorated condition prior to cleaning;
  b) was moved, altered or used by the Client, their staff, or other third parties after the cleaning;
  c) was damaged due to normal wear or age;
  d) was not properly secured or indicated by the client as fragile, high-value or at risk.

3. Client Responsibilities

• The Client must clearly notify us of any fragile, high-value or special-care items (e.g., antiques, electronics, bespoke furniture, high-end appliances) prior to the cleaning.

• The Client shall document the condition of such items (preferably via photos or video) before service begins if they value special protection.

• The Client must report any suspected damage to us within 48 hours of our service completion. If reporting is delayed beyond this timeframe, we may not accept responsibility for the damage.

4. Company Claims Process

• Upon receiving a damage report, we will:
  a) Acknowledge receipt to the Client within 24 hours.
  b) Investigate the incident, including reviewing photos/videos, speaking with the assigned cleaner, and reviewing job records.
  c) Request additional documentation from the Client as needed (repair estimates, proof of prior condition).

• We may engage our insurer if required under our policy.

• Within 7–10 business days of the Client’s complete submission, we will propose a resolution (repair, replacement credit, goodwill credit, or coverage through insurance) or provide a reasoned denial.

5. Coverage through Insurance

• Our business maintains Commercial General Liability (“CGL”) insurance and other relevant coverages for third-party property damage.

• If a claim is technically eligible under the policy, we will coordinate with our insurer and the Client to process it.

• If the Client accepts a goodwill credit (rather than pursuing formal insurance claim), the Client may forgo pursuing us further, subject to conditions.

6. Preventative Measures & Exclusions

• We will not run dishwashers, nor operate high-heat cleaning cycles on client-provided appliances, without explicit Client instruction and acknowledgment.

• Items or actions excluded from coverage include damage caused by chemicals not supplied by us, items removed or refurbished by other parties during service, or damage arising outside of our presence and control.

• Items that have inherent defects or pre-existing damage are excluded.

7. Credit / Refund Policy

Where liability is accepted, we will offer one of the following:

• Refund of the cost to repair or replace the item (up to the limit in Section 2), or

• A goodwill discount or credit toward a future service, in lieu of full cash reimbursement, at our discretion for low-value or uncertain claims.

8. Dispute Resolution

If the Client disagrees with the outcome, the matter may be escalated to mediation, or the Client may lodge a formal claim with our insurer.
Jurisdiction: This agreement shall be governed by the laws of New York.

9. Client Acknowledgement

By contracting our services, the Client acknowledges receipt of this Damage Policy, the limits of liability, and agrees to adhere to the reporting and documentation requirements.