Service Policy

This Service Policy exists to set clear expectations, protect everyone's time, and support thoughtful, respectful in-home work.

1. Refunds. All services are billed for time reserved and professional labor, not guaranteed outcomes.
   • Payments are non-refundable once service has begun.
   • Partial completion does not constitute grounds for a refund.
   • Dissatisfaction with aesthetic or subjective outcomes is not refundable.
   • Refunds are issued only if service cannot be provided due to Service Provider fault.
   Clients are encouraged to raise concerns during the session so adjustments can be made in real time.
2. Completion Goals (Cleaning & Organizing). Some services may allow clients to select a completion goal during booking (for example, completing a specific room in the course of a cleaning service). If a completion goal is selected:
   • Service Provider may recommend additional time if needed.
   • If additional time is declined or engagement is limited, the completion goal may not be met.
   • Partial completion is an acceptable outcome and does not qualify for a refund.
3. Payment Schedule.
   • Payment is required in advance.
   • Single sessions and Packages must be paid in full prior to service.
   • Time is not held without payment.
4. Accepted Payment Methods.
   • Credit or debit card
   • ACH / bank transfer (approved clients only)
   Cash and checks are not accepted unless explicitly approved.
5. Cancellation & Rescheduling.
   • Clients may cancel or reschedule up to 24 hours before the scheduled start time.
   • Cancellations or reschedules made less than 24 hours before the scheduled start time may be subject to a partial charge of up to 25%, where applicable.
   • Cancellations or reschedules made less than 12 hours before the scheduled start time incur a 25% charge, where applicable.
   • Failure to appear or provide access without notice ("no-show") incurs a 50% charge.
   • Rebooking requires new payment.
   • Bookings made within 24 hours: If a session is booked less than 24 hours before its scheduled start, Client receives a one-time grace period of 45 minutes after booking to cancel or reschedule without penalty. After the grace period ends, the 24-hour policy above applies.
6. Late Access / No Access. If Service Provider arrives on time but cannot access the home due to:
   • client absence
   • locked entry
   • incorrect address
   • undisclosed access issues (including building or apartment access)
   The session is considered in progress.
   • Waiting time counts toward booked hours.
   • If access is not granted within 15 minutes, the session may be ended.
   • No refunds are issued.
7. Early Session End (Client-Initiated). If a session ends early at the client's request due to:
   • personal emergency
   • fatigue or emotional overwhelm
   • scheduling conflicts
   The full booked time remains billable. In rare, serious circumstances, Service Provider may apply a credit at its discretion.
8. Provider Delays. If Service Provider arrives late due to their own fault:
   • Session time will be extended where possible, or
   • Lost time will be credited toward a future session.
   Delays caused by weather, traffic incidents, building access, or force majeure do not automatically qualify for credits.
9. Packages (Multi-Session Credits).
   • Packages consist of prepaid session credits.
   • Sessions are scheduled individually through the client dashboard.
   • Unused sessions remain available until redeemed or administratively canceled.
   • Package sessions are billed individually as they are redeemed. Completed sessions are non-refundable.
   • Changes to session duration or service type require administrator approval.
10. Session Details (Client Portal). Clients may update Session Details via the client portal.
    • Changes must be saved to take effect.
    • Updates are time-stamped and shared with the Service Provider.
    • Session Details help prepare for service but do not guarantee outcomes.
11. Health & Illness. Clients must notify as soon as possible, and preferably at least 24 hours prior to session start, if anyone in the home has flu-like symptoms, COVID, or a contagious illness. If illness becomes apparent on arrival:
    • Service Provider may end the session for safety.
    • A partial credit or reschedule may be offered at Service Provider's discretion.
12. Safety & Hazards. Service may be paused or ended if conditions include:
    • mold, pests, biohazards
    • aggressive or unsecured pets
    • smoke, fumes, or chemical exposure
    • conditions exceeding agreed scope
    Time remains billable if hazards were not disclosed in advance.
13. Children, Guests, & Pets.
    • Clients are responsible for supervising children and guests.
    • Frequent interruptions may slow progress.
    • Pets must be secured unless pre-approved.
    • Childcare is not provided unless explicitly booked.
14. Breaks & Working Conditions. Service Provider may take brief rest, hydration, or snack breaks as reasonably necessary. Standard rest periods:
    • 15 minutes after 4 hours
    • 30 minutes after 6 hours
15. Damage & Valuables. Service Provider handles belongings with care but is not responsible for:
    • pre-existing damage
    • fragile, high-value, or sentimental items not removed in advance
    Clients must remove valuables from service areas prior to arrival. Service provider is not responsible for damage to items left in service areas contrary to these instructions.
16. Disposal & Donations.
    • Disposal decisions are approved in real time.
    • Discarded items cannot be retrieved.
    • Donation drop-off is not guaranteed unless arranged in advance.
17. Photography & Documentation. With client consent:
    • Before/after photos may be taken for internal documentation.
    • Marketing images will not include identifying details.
    • No photos are shared publicly without permission.
18. Client Conduct. Service may be ended immediately for harassment, boundary violations, or unsafe behavior. No refunds are issued for sessions ended due to client conduct.
19. Force Majeure. Weather events, power outages, emergencies, or building closures may require rescheduling. Credits or rescheduling are issued at Service Provider discretion.
20. Updates. Service Policy may be updated periodically. The version in effect at the time of service governs that service.