Herbal Haven Cleaning Services – Terms of Service
Effective Date: July 1, 2025
Company Name: Herbal Haven Cleaning Services (“Herbal Haven,” “we,” “our,” or “us”)
Client: The individual or entity engaging our services (“Client,” “you,” or “your”)
By booking a service with Herbal Haven Cleaning Services, you agree to the following terms and conditions:
1. Scope of Services
Herbal Haven Cleaning Services provides residential cleaning services customized to the unique needs of each home. Services are delivered by a trained team of 1–3 professional cleaners using a customized cleaning checklist, developed in consultation with the Client, and following a structured rotational deep cleaning system to ensure consistent and thorough results.
We offer:
• Deep Cleaning Services
• Weekly, Biweekly, and Monthly Maintenance Cleans
• Custom Clean Packages
• Pre-Scheduled Package Deals
2. Booking & Scheduling
• All appointments must be scheduled, re-booked, canceled or adjusted through our online booking system, or client portal.
• Service time windows may vary slightly to accommodate routing efficiency. Clients will be notified of any changes to appointment start times.
• Homes located outside Calgary city limits are subject to additional travel fees based on location, which will be communicated in advance.
3. Appointment Access Requirements
• Clients are responsible for ensuring that cleaners can access the property at the scheduled time.
• Access instructions (key, lockbox, digital code, or in-person entry) must be clearly provided before the appointment.
• If entry cannot be gained within 30 minutes of arrival and no alternate access has been arranged, the appointment will be considered missed and billed at the full service rate.
4. Cancellation & Rescheduling Policy
• Cancellations or rescheduling requests must be received no less than 48 hours prior to the scheduled appointment.
• Cancellations within 48 hours will incur a fee equal to 50% of the scheduled service rate.
• Missed appointments or last-minute cancellations (within 12 hours or upon arrival) will be billed at 100% of the scheduled rate.
• Exceptions for emergencies or extraordinary circumstances will be considered on a case-by-case basis.
5. Payment Terms
• Payment is due on the day of service, unless otherwise agreed in writing.
• Accepted payment methods include credit card, e-transfer, and automated billing through the client portal.
• Services may be paused or declined if a Client account becomes more than 7 days past due.
• A late payment fee of $25 may be added to invoices overdue by more than 7 days, plus 1.5% monthly interest.
6. Hazardous Environment & Safety Policy
Herbal Haven Cleaning Services reserves the right to refuse service if the cleaning environment poses a health, safety, or liability risk. This includes but is not limited to:
• Hoarding conditions
• Presence of mold, biohazards, or bodily fluids
• Insect or rodent infestations
• Structural or environmental hazards (e.g., exposed wiring, water damage)
If such conditions are identified, services will be halted immediately, and the Client may be charged for travel and time on-site. (If identified during the initial consult, for a purchased package the package fee will be refunded minus administrative or travel fees.)
7. Damage & Liability Policy
Our team takes every reasonable precaution to protect your home and belongings. Including being required to carry Liability Insurance. In the rare event of accidental damage:
• Clients must report damages within 24 hours of service completion.
• Herbal Haven will repair or replace items up to a maximum value of $250 per incident, upon submission of valid proof of damage and item value.
• Items that are improperly secured, already damaged, or inherently fragile (e.g., heirlooms, art, collectibles) are not covered under this policy.
• Clients are encouraged to identify and secure any valuables or sensitive items before service.
8. Service Guarantee & Satisfaction
Client satisfaction is our priority. If you are dissatisfied with any area of service, please contact us within 24 hours of your appointment. We will arrange a re-clean of the specified area at no additional cost.
This guarantee does not apply to:
• Services not included in the original checklist
• Areas obstructed by clutter or inaccessible
• Pre-existing conditions or damages
9. Client Responsibilities
To ensure a smooth and successful cleaning experience, Clients are expected to:
• Provide accurate information about home conditions and size
• Communicate clearly regarding specific cleaning needs or limitations
• Secure pets or provide pet instructions prior to service
• Remove excessive clutter from surfaces to allow for effective cleaning
• Provide safe and reasonable working conditions for our staff
• Notify us of any security alarms or access restrictions
10. Right to Refuse or Modify Services
Herbal Haven reserves the right to cancel, suspend, or modify services at any time, including:
• If service conditions differ substantially from what was originally quoted
• In cases of repeated cancellations, non-payment, or inappropriate behavior
• If unsafe conditions are discovered before or during the appointment
We also reserve the right to adjust pricing following significant changes in home size, condition, or cleaning scope.
11. Promotions & Discounts
All promotions, coupons, or discount offers are subject to change at anytime. Promotions cannot be combined unless explicitly stated. This includes referral programs, package deals, and seasonal offers.
12. Privacy Policy
Client privacy is treated with the utmost respect. We collect and store only the data necessary to provide services, communicate effectively, and manage billing.
We do not sell, share, or disclose client information to third parties, except where required by law or with the client’s written consent.
13. Updates & Amendments
These Terms of Service are subject to change at any time. The most current version will always be available at www.herbalhaven.ca
By continuing to use our services, you agree to be bound by the current version of these Terms.