POLICIES /

TERMS OF SERVICE

CANCELLATION

In your busy life, we understand that things come up suddenly. So, if it is necessary to cancel or skip your scheduled service, Heavens Best House Cleaning merely requires a two business day notice. If a less than two business days’ notice, or if we can not access your home or vehicle scheduled for service, we only assess 50% of the total due. All future cleanings will remain unchanged.

  • Schedule or service changes must be made by calling 301.537.5199 for schedule changes.

  • Termination of regularly scheduled cleanings must be in writing.

  • Recurring services are priced at a discounted rate, and allow us to maintain your home/automobile. For that reason, please be mindful of cancellations and/or re-scheduling's. If cleaning sessions are spaced out beyond the original agreed upon timeframe then the next cleaning session will usually take longer and therefore make it necessary to charge you full price for the next cleaning session. 

ACCESS

  • You have a couple of options for providing Heavens Best Home And Auto Detail access to your home and/or automobile:

  • The most preferred and convenient method: you may leave a key to your residence with Heavens Best Home And Auto Detail. Your key will be kept safe and secure in our key safe. All keys are coded for security and will never have your name or address attached to them. If you have an alarm system, please give access instructions to Heavens Best Home And Auto Detail.

  • For your safety, we do not return keys by mail. We ask that customers call 301.537.5199 and we will make arrangements to meet you in person to return the key. Picture ID is required before a key will be released. 

  • If it is not possible to leave a key with Heavens Best Home And Auto Detail, you may meet the service provider at your residence. Please refer to the Cancellation Policy should Heavens Best Home And Auto Detail be unable to access your home/automobile during the preset arrival window.

  • If neither of the above is possible, please make alternate arrangements with your local Heavens Best Home And Auto Detail office.

PAYMENT

  • Heavens Best Home And Auto Detail gladly accepts Zelle, Google Pay, Cash App, MasterCard, Visa, Cash.

  • We will send a pricing agreement for your review and approval. To lock in your 1st cleaning or only cleaning session; simply click on the " add payment" button and make your initial/partial payment. This will lock in your spot on our calendar. If your date has not yet been decided; we will work with you on what date/time works best. Full payment is due on or before the day of your scheduled cleaning session. The remaining balance will be collected upon our arrival. 

  • Reoccurring Cleaning Sessions (weekly, biweekly, monthly):  We do ask that a debit/credit card be kept on file with Heavens Best House Cleaning. Your account will only be charged if there is a balance due,  or if returned check fee, late cancelation fee, or other fee's assessed on your account. 

  • A $25 fee will be charged for each returned check.

RATES/PRICING

  • We do not lock anyone into contracts, and instead offer an anniversary date for our re-occurring customers (weekly, biweekly, every 3 weeks, & every 4 weeks). 

  • Any concerns or special requests, pricing, and feedback regarding cleaning technicians can be emailed or phoned in.

  • Email: HeavensBestHouseCleaning@gmail.com & Phone: 301-537-5199. 

  • We reserve the right to assess pricing and increase if/when needed. In those moments, we will notify in writing of all changes in pricing

SCHEDULING

Recurring cleanings  scheduled/determined when defining your service. Cleaning session times/durations vary. We ask for your patience while we learn how to best clean your home/automobile and assure you that we will move from deep cleaning into maintenance cleaning as quickly as possible. Meaning, it may take a few cleaning sessions to get all areas of your home up to our standards

 

One-Time Cleanings are scheduled as standard blocks of time. We will do our best to complete the cleaning sessions in the allotted time. If, due to the unique nature of your home/automobile, your service providers are unable to complete your cleaning within the amount of time requested, we may call you to ask for authorization to spend more time cleaning your home and/or automobile. We will inform you of additional costs accordingly before proceeding with the work.

Professional Cleaning Technicians: We strive to have the same staff members clean your home/automobile or office on a regular basis, however, this is not guaranteed. Due to vacation, illness or departure from the company, Heavens Best Home And Auto Detail may occasionally provide a replacement cleaning technician.

If, due to the unique nature of your home/automobile, your service providers are unable to complete your cleaning within the amount of time requested, we may call you to ask for authorization to spend more time cleaning your home and/or automobile. We will inform you of additional costs accordingly before proceeding with the work.

ARRIVAL WINDOWS

To ensure quality service for all valued clients, Heavens Best Home And Auto Detail is an industry leader! Unlike our competitors; we specify an arrival time, and simply ask for a one hour grace period to arrive. (to allow for traffic delays, etc..) 

  • Service provider(s) will arrive within the following timeframes:

    • When we have a key to the home/automobile, we will arrive at the allotted time, but depending on traffic and other unexcepted circumstances we ask for one hour of grace for arrival. 

    • When we are meeting someone at the home/automobile, we will confirm when in route. 

HOLIDAYS

If your scheduled cleaning falls on a holiday that Heavens Best Home And Auto Detail observes, we will contact you to reschedule your cleaning.

FEEDBACK

Since cleaning is a very personalized and subjective service, we need your feedback to help us improve our service. We have found that connecting the rate of hourly pay that a cleaning technician receives for cleaning a home/automobile to a customers feedback is key. This allows the cleaning technician to earn the pay they deserve. We value your opinions and your feedback is essential for us to serve you better. We have made the process very quick and easy. Simply take a moment and visit heavensbesthomeandautodetail.com/feedback and rate the experience with a number between one and ten, and feel free to offer your comments as well. The more information we have about your experience the better! Share what you liked or did not like about the cleaning experience. 

24-HOUR GUARANTEE

Since cleaning is a very personal and human service, we realize that occasionally an area may not be cleaned to your satisfaction. We are unable to offer a refund, but Heavens Best Home And Auto Detail will happily re-clean any area that you are not satisfied with. Simply contact us at 301.537.5199 within 24 hours of the cleaning session, and let us know of any issues or concerns and we will do our best to make it right.

GRATUITY

Many of our customers have asked...

 

"What is a proper gratuity to show appreciate to my cleaning technicians?"

It is extremely important for our customers to know that Heavens Best Home And Auto Detail never requires anyone to tip. However, tipping is a powerful way to say thank you to your cleaning technician(s) for a job well done. Even a personal note from you expressing your appreciation for their service can mean a great deal. However, to answer the most commonly asked question. Please see below. 

 

RECURRING: WEEKLY, BIWEEKLY, MONTHLY

GOOD: $10-20

GREAT: $30-40

EXCELLENT: $50-60

ONE TIME - MOVE IN / OUT - DEEP CLEANING

GOOD: $25-50

GREAT: $50-100

EXCELLENT: $100-200

 

BREAKAGE/LOSS

Heavens Best Home And Auto Detail is bonded and insured. Our liability limits are set at a maximum of 10 times the cost of the service charge on the day in which the breakage/loss occurred. Notification must be made within 48 hours of service. Key replacement/locksmith fees are paid only if keys are lost or miscoded. There is a $100 per location liability limit for key replacement and/or locksmith services.

SUPPLIES

Heavens Best Home And Auto Detail uses high-quality, tested, and approved cleaning supplies, including a professional-strength vacuum cleaner with an extra-strong filter, to clean your home and/or automobile. However, if you own special products that you would like to have used on particular surfaces, we are happy to accommodate your request. Please contact our office at 301.537.5199 to discuss prior to your cleaning so we might provide instructions to your cleaning technician(s).

REFERRAL FEE

Should you wish to hire a present or past cleaning technician from Heavens Best Home And Auto Detail for any home/automobile-related service outside of your agreement with Heavens Best Home And Auto Detail, our referral fee is $2,500. This fee is due within 30 days of notification from Heavens Best Home And Auto Detail. If the fee is not paid, Heavens Best Home And Auto Detail reserves the right to pursue other methods of collection.

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GIFT CERTIFICATES / GIFT CARDS

Gift certificates do not expire. Gift certificates may not be returned, it is not redeemable for cash and no change will be given, except where required by law. Gift certificates are issued by Heavens Best Home And Auto Detail and we do not charge service or dormancy fees. 

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SITE SECURITY

Your security is a priority at Heavens Best Home And Auto Detail.com. To provide credit card security and keep your personal information safe, we use Secure Sockets Layer (SSL) technology, the most widely used data encryption coding system for secure e-commerce transactions. All of your information is encrypted (scrambled) prior to being sent over the Internet to our system. To protect your information once we receive it, we place it on systems behind secure firewalls, which are communication-management computers designed to keep information safe and inaccessible to other Internet users. If your browser doesn't accept the SSL technology, transactions will not be permitted.

To confirm that your connection is secure, look for the letters “https” (rather than “http”) located in the URL address window at the top of your browser to indicate that you are using a secure browser.

PRIVACY POLICY

What information do we collect on our site, and how do we use it?

We collect only the consumer's domain name (where possible), aggregate information on what pages consumers access or visit on our site, and information volunteered by the consumer - such as survey information and/or site registrations, name and address, telephone number and the email addresses of those who fill out the estimate form.

The information we collect is used to improve the content of our website, customize the content and/or layout of our web pages for each individual visitor, and used to create service estimates.

With respect to cookies: We use cookies to store visitor’s preferences, and record past activity on our site in order to provide better service when visitors return to our site. We also sometimes use cookies to deliver targeted ads to past visitors of the site on 3rd party vendor sites such as www.yahoo.com. To opt out of these ads please visit your browser’s ad preferences manager.

With respect to security: We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you at our site.

Opt-In: Submitting an estimate request and/or calling Heavens Best Home And Auto Detail to request an estimate are treated as an opt-in to receive service related follow up and information from Heavens Best Home And Auto Detail.

If you supply us with your email address you will only receive communications related to Heavens Best Home And Auto Detail related service and product offerings.

If you supply us with your postal address you will only receive periodic mailings from us with information on promotions, services or upcoming events.

If you supply us with your telephone number you will only receive telephone contact from us with information regarding requested services.

If you supply us with your mobile telephone number you will only receive texts from us once you have become a Heavens Best Home And Auto Detail customer

Opt-Out: How do you opt-out of receiving future communications?

If you do not want to receive e-mail from us in the future, please let us know by contacting your local Heavens Best Home And Auto Detail office or by sending us an e-mail at HeavensBestHomeAndAutoDetail@Gmail.Com. You may also unsubscribe to future emails by clicking on the unsubscribe link contained within e-mails you receive.

If you do not wish to receive postal mailings or phone calls, please let us know by contacting Heavens Best Home And Auto Detail  or by sending us an e-mail at HeavensBestHomeAndAutoDetail@Gmail.Com

If you do not wish to receive texts from us you can simply reply to the text you received with the word Stop at any time. If you wish to resume receiving texts after opting out simply reply with the word Start to any text that you received from us.4

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