Policies & Service Terms

• Personal belongings, furniture, décor, and household items may be moved, touched, or repositioned during cleaning services.

• Initial deep clean appointments require reasonable decluttering beforehand to allow proper access and completion of services.

• The HOC strongly recommends the home be vacant during initial deep clean appointments to allow staff to work thoroughly and efficiently.

• Excessive clutter, hoarding conditions, unsafe environments, or unsanitary conditions may result in additional fees, partial completion of services, rescheduling, or refusal of service.

• Initial deep clean services do not include dishes, laundry, excessive organization, or heavy decluttering unless added separately.

• Ongoing housekeeping and maintenance services may vary depending on the condition and needs of the home at each visit.

• Service duration and pricing may change based on:

  • Home condition

  • Size of home

  • Number of occupants

  • Pets

  • Additional requests

  • Time required to complete services properly

• Payment is due before or on the day of service.

• The HOC does not provide refunds for completed services, reserved appointment times, late cancellations, or last-minute rescheduling.

• Appointment times are reserved specifically for each client. Late cancellations or rescheduling requests may result in reservation fees or forfeiture of deposits/payments.

• Balances unpaid after the service date may be subject to administrative late fees, collection efforts, and suspension of future services.

While we strive to remain understanding and flexible, The HOC reserves the right to enforce these policies to protect staff scheduling, travel time, and reserved service availability.

• Arrival times are estimated and may vary due to traffic, weather, prior appointments, staffing, or service conditions.

• Clients are responsible for ensuring staff can access the property at the scheduled appointment time.

• If staff are unable to enter the property or services cannot begin as scheduled, cancellation or lockout fees may apply.

• Move-in and move-out cleaning appointments are intended for vacant or substantially empty homes.

• The HOC strongly recommends all personal belongings, furniture, boxes, and moving items be removed prior to service.

• Homes that are not fully emptied may limit access to surfaces, floors, appliances, baseboards, cabinets, and other service areas, which may impact the thoroughness and completion of services.

• The HOC is not responsible for incomplete areas blocked by furniture, belongings, moving activity, or occupied spaces during move-in or move-out appointments.

Clients who choose to remain present during services are expected to allow staff to work without excessive interruption or interference.

Clients may communicate priorities or concerns before services begin; however:

• Repeated interruptions

• Excessive conversation

• Micromanagement

• Repeated directing of staff during cleaning

• Preventing staff from completing standard cleaning procedures

may impact service completion within the scheduled timeframe.

Once the scheduled service window has ended, staff will leave regardless of incomplete tasks caused by interruptions or delays. Additional time may require additional scheduling and fees.

If services are discontinued due to client interference, hostile behavior, or inappropriate treatment of staff, payment for the reserved appointment remains due.

Clients are required to provide a safe, respectful, sanitary, and secure environment for all HOC staff members.

The HOC maintains a zero-tolerance policy regarding:

• Harassment

• Threats

• Verbal abuse

• Physical aggression

• Discrimination

• Unsafe working conditions

Any inappropriate behavior toward staff may result in immediate refusal or termination of services and possible legal remedies when necessary.

HOC staff members are professionally trained to follow standardized company cleaning procedures to maintain consistency, efficiency, and service quality.

Repeated disruption, interference, or inappropriate treatment of staff during services may result in refusal of future services.

The HOC is proudly pet-friendly; however:

• Aggressive, loose, or untrained animals must be secured during services.

• Clients are responsible for pet behavior while staff are present.

• If an animal harms, attacks, or threatens staff members, services may be terminated immediately and future services may be refused.

Additional pet-related fees may apply due to increased hair, dander, odors, and wear on equipment and supplies.

The HOC understands that occasional pet accidents may occur. Minor pet-related cleanup within normal household conditions may be addressed during service at staff discretion.

However, homes containing excessive animal urine, feces, strong pet odors, bodily fluids, infestations, or hazardous sanitary conditions must be disclosed prior to service appointments.

The HOC reserves the right to:

• Charge additional cleaning fees

• Modify the scope of services

• Stop services immediately

• Refuse service when conditions are unsafe or excessive

For the safety of staff members, The HOC does not provide specialty biohazard remediation or severe waste cleanup services.

Failure to disclose excessive pet waste or hazardous conditions prior to service may result in termination of the appointment, with payment for the reserved service still due.

• Any concerns regarding damage or service quality must be reported within 24 hours of service completion.

• The HOC is not responsible for pre-existing damage, loose fixtures, improperly secured items, worn surfaces, fragile materials, or normal wear and tear discovered during cleaning services.

• The HOC reserves the right to document home conditions before, during, or after services for quality control, training, safety, and dispute resolution purposes.

The HOC strives to provide reliable, high-quality services and encourages clients to communicate concerns promptly so reasonable resolutions may be discussed.

The HOC reserves the right to refuse or discontinue services at any time due to:

• Safety concerns

• Policy violations

• Excessive conditions

• Hostile environments

• Situations outside the agreed scope of work

The HOC may take limited before-and-after photographs or short videos of service areas for documentation, quality control, training, marketing, and social media purposes.

Photos and videos are intended solely to showcase cleaning results, organization transformations, and services provided by The HOC.

The HOC respects all client privacy and confidentiality and will not intentionally disclose:

• Personal identifying information

• Addresses

• Financial information

• Medical information

• Sensitive household information

• Private documents or confidential materials

Photos will focus on cleaned areas and will avoid identifying information whenever reasonably possible.

Whenever possible, personal items, family photos, identifying details, and confidential information will be avoided, blurred, cropped, or excluded from shared content.

Clients who do not wish to have photos or videos taken or shared must notify The HOC in writing prior to the appointment.

The HOC may use approved media content for:

• Social media

• Marketing materials

• Website content

• Training purposes

• Promotional advertisements

• Portfolio examples of completed work

All media remains the property of The HOC | Lifestyle & Care Services.

To protect the health and safety of our cleaning technicians and clients, we reserve the right to refuse, stop, or cancel services if unsafe or unsanitary conditions are present inside the home or property.

This includes, but is not limited to:

• Live roaches or visible roach infestation

• Bed bugs

• Fleas

• Rodents

• Excessive biohazard conditions

• Any condition that may contaminate staff equipment, supplies, vehicles, or other clients’ homes

If an active infestation or unsafe condition is discovered upon arrival or during service, our team may immediately discontinue the cleaning appointment and leave the property.

In these situations:

• Photos may be documented for internal records

• The appointment will be considered a completed reserved service time

• Payments and deposits are non-refundable

• Future services may require proof of professional pest treatment before rebooking

By scheduling services with our company, clients acknowledge and agree to this policy.