Heritage Housekeepers® Service Agreement

Our team provides the cleaning described in your confirmed booking and the service checklist for your service type (Standard, Deep, or Move-In/Move-Out). Your Client & Property Profile tells our team about your home, priorities, and special care instructions, and it forms part of this agreement.

Extras (for example inside the oven, inside the refrigerator, interior windows, or laundry) are added only when you request them and we confirm the price. Any change to price or scope needs your approval before work begins.

Unless confirmed in writing by our office, our services do not include:

• Biohazards, including bodily fluids, human or animal waste beyond routine litter areas, needles, or blood
• Mold remediation, pest infestations, or hoarding conditions
• Exterior windows, climbing above a step stool, or anything requiring a ladder
• Moving furniture or lifting anything over 25 lbs, or anything unsafe for one person
• Packing, moving, sorting personal paperwork, or handling cash and valuables
• Carpet shampooing, upholstery cleaning, pressure washing, or restoration of permanent stains, etching, or wear
• Care of children, pets, or plants

If our team arrives and finds conditions well beyond what was described in your booking, our office will contact you to adjust the scope or price before we continue.

Our cleaning hours are 9 AM to 5 PM. First cleanings are scheduled from 9 AM. Our office confirms an arrival window of 2 hours with your booking. Traffic, weather, and the visit before yours can affect arrival times, so arrival within the window counts as on time. If we expect to arrive outside your window, our office will let you know as early as we can.

The time a visit takes depends on your home's condition and the number of team members assigned. We do not promise the same team members every visit, though we work to keep your household's team consistent.

You agree to give our team safe access at the start of the arrival window, whether you are home or not. If you provide a key, garage code, lockbox, or alarm code, our office stores it securely and shares it only with the team assigned to your home. Please tell us promptly when a code changes.

Keys are returned when service ends or on request. If a key we hold is lost, we will cover the reasonable cost of rekeying, up to $149.

Please tell us about every pet in the home in your profile. Pets that may be anxious, aggressive, or likely to escape should be secured in a separate room or crate during the visit. Our team will not let pets in or out of the home unless you ask us to in writing. We are not responsible for a pet that escapes through a door you asked us to use, and our team may stop work if an animal makes service unsafe.

Please provide running water, electricity, and accurate alarm instructions. Clear loose items so surfaces can be cleaned, and tell us about fragile surfaces, existing damage, allergies, and special care needs. Our team cleans around clutter rather than moving personal items.

Move-In/Move-Out cleaning requires a completely empty home: no furniture, boxes, or personal belongings, with appliances, cupboards, drawers, and closets emptied.

We bring our own supplies and equipment. If you would like us to use a specific product, please leave it out and note it in your profile. Our team always brings its own vacuum.

Before your visit, please put away cash, jewelry, firearms, medications, and irreplaceable items, or let our office know about anything you would like our team to avoid. We are not responsible for loss of cash or valuables left out in the open, except where caused by our negligence or misconduct.

Payment in full is taken at booking through our secure checkout. Recurring visits are charged after each cleaning. A valid card must stay on file unless our office agrees otherwise in writing.

By accepting the separate card authorization, you authorize card storage and charges for agreed services, approved extras, disclosed taxes, and any cancellation or lockout fees described below. We send a receipt for every charge. If a card is declined, our office will contact you and may pause future visits until payment is resolved. A $29 fee applies to a declined or late payment.

Tips are never expected and always appreciated; any tip goes to the team that cleaned your home.

Prices are based on your home's size, condition, and services. If your first visit shows the home needs more time than quoted, our office will talk with you before adjusting future pricing. We give at least 30 days' written notice before changing a recurring price.

Give at least 48 hours' notice by email, text, or the booking system to cancel or reschedule without charge. Notice is measured from the start of your arrival window, in local Fulshear time.

Cancelling or rescheduling with less notice, or a lockout (our team cannot get in, or the home is not safe or ready to clean during the arrival window), may incur a fee of 50% of the cleaning price. Our office will try to reach you before treating a visit as a lockout, and our team will wait 15 minutes. Only one fee applies per missed visit.

No fee applies if we cancel, or if severe weather or an emergency makes service unsafe. Recurring clients receive one courtesy fee waiver per year.

If anything within your booked scope was missed or is not up to our standard, let our office know within 24 hours of your cleaning, with photos if you can. Our team will return to re-clean the affected areas at no charge, at a mutually convenient time within 3 business days.

The guarantee does not cover items outside the booked scope, areas our team could not access, or concerns reported after 24 hours. Refunds are not offered in place of a re-clean unless our office agrees.

Glimmer Janitorial LLC carries general liability insurance. Please report suspected damage within 48 hours so our office can investigate. Where our team caused damage, we will repair, replace, or reimburse at fair market value, at our choice, up to $499 per item.

We are not responsible for pre-existing damage, normal wear, items that were improperly installed or already loose, or damage from following your written instructions or using products you provided. Irreplaceable items such as heirlooms and artwork should be put away or noted, as their value cannot be replaced by money. These terms do not excuse our negligence or misconduct or limit your legal rights.

Our team may stop work because of unsafe conditions, biohazards, harassment, aggressive animals, or anyone in the home who is ill. Charges will reflect work reasonably completed, up to the agreed price. Please tell our office before the visit if anyone in the home has a contagious illness so we can reschedule without a fee.

Our cleaners are part of our family. We kindly ask that you not hire them privately or away from Heritage Housekeepers®, since it can put their employment with us at risk. If you'd like extra help, just ask our office and we'll happily make it work.

Weekly, every-two-week, and monthly service follows your agreed schedule until either of us ends it. "Monthly" means every four weeks. Recurring pricing assumes visits stay on schedule; if visits are skipped for more than 6 weeks, the next visit may be priced as a first-time cleaning. Holiday weeks may shift by a day, and our office will tell you in advance.

You authorize limited photos and videos of service areas for internal reporting, quality checks, training, damage documentation, and resolving service or payment concerns. Our team avoids recording people, documents, access codes, and sensitive information. Records are secured, kept only as long as reasonably needed, and shared only with authorized staff or as needed to resolve a claim or meet a legal obligation.

Only if you separately opt in, you allow us to use photos and videos of your home's cleaning results on social media, our website, and advertising, without names, addresses, people, location tags, or identifying details. Declining does not affect your service or price. You may withdraw permission by email at any time.

We use your information only to provide and administer service. We never sell it.

Our office communicates by email, text, and phone at the contacts in your profile. Please send schedule changes, concerns, and guarantee requests to our office, not to individual team members, so nothing is missed. Messages received after 4 PM are handled the next business day. Our office hours are Monday through Friday, 6 AM to 4 PM.

You may end recurring service at any time with at least 48 hours' notice before your next visit. We may end service with notice for any lawful reason, including nonpayment, unsafe conditions, or treatment of our team that is disrespectful. Amounts owed for completed visits and applicable fees remain payable, and any keys are returned.

You confirm you are at least 18, authorized to arrange service at the property, and responsible for payment. This agreement, your booking, and your Client & Property Profile are the whole agreement. If we make material changes, we will ask you to accept them before they apply. If any part of this agreement is unenforceable, the rest still applies. This agreement is governed by Texas law and applicable federal law, with any dispute heard in Fort Bend County, Texas, without limiting any consumer rights you have by law.

Typing your full legal name and checking the agreement box records your electronic signature and acceptance. Card authorization and the social media release are accepted separately.