Haven Sent Services – Terms of Service

Welcome to Haven Sent Services, LLC (“Company”). We are honored to care for your home. To ensure clear expectations and protect both you and our team, all clients agree to the following Terms of Service when booking, scheduling, or receiving services.

By checking the agreement box during booking, you acknowledge that you have read, understand, and agree to these Terms, and that your acceptance constitutes a legally binding electronic signature.

1. Services

Haven Sent Services provides residential and commercial cleaning services. Services may be performed by independent cleaning contractors retained by Company. We maintain quality standards to ensure consistency and professionalism.

2. Independent Contractors

Cleaning professionals are independent contractors and not employees of Company. While Company establishes service expectations, contractors control the method and manner of performing services within the home.

3. Access to Property

Client agrees to provide safe and timely access to the property, including accurate entry instructions, alarm codes, secured pets, and functioning utilities (water and electricity).

Failure to provide access may result in a lockout fee or full-service charge.

4. Payment

Payment is due prior to the day of service unless otherwise agreed in writing. Declined or late payments may result in cancellation or suspension of services.

5. Cancellations & Rescheduling

At least 24 hours’ notice is required to cancel or reschedule services.
Late cancellations may be charged up to 50% of the scheduled service cost.

6. Satisfaction Guarantee

We strive to deliver excellent results. Any service concerns must be reported within 24 hours of service completion.

At Company’s discretion, we may offer a re-clean of missed areas. Refunds are not guaranteed.

7. Right to Refuse or Discontinue Service

Company reserves the right to refuse or discontinue service if the environment is unsafe, unsanitary beyond normal cleaning scope, or if inappropriate, threatening, or illegal behavior occurs. Charges may still apply for time spent on-site.

8. Pre-Existing Conditions

Company is not responsible for damage resulting from pre-existing conditions, including but not limited to:

• Loose or improperly installed fixtures

• Deteriorated or fragile surfaces

• Failing grout or caulk

• Unsealed natural stone or wood

• Normal wear and tear that becomes visible during cleaning

Cleaning may reveal damage that was previously hidden.

9. First-Time & Deep Cleaning

Heavy buildup, staining, or neglected areas may not be fully removable in one visit. Results may vary depending on surface condition and maintenance history.

10. Damage & Breakage

While reasonable care is taken, cleaning involves handling items and working with water and cleaning solutions.

Company is not responsible for damage resulting from:

• Pre-existing instability

• Improper installation

• Normal wear and tear

• Manufacturer defects

• Undisclosed fragile or specialty surfaces

Any damage claim must be reported within 24 hours of service completion.

To the fullest extent permitted by law, Company’s liability for any claim is limited to the actual amount paid for the specific service giving rise to the claim. Company is not responsible for sentimental value, emotional distress, or replacement beyond the item’s actual cash value.

11. Valuables & Fragile Items

Client agrees to secure or remove cash, jewelry, heirlooms, collectibles, firearms, and fragile items prior to service. Company is not responsible for loss or damage to unsecured valuables.

12. Clutter & Furniture

Cleaning results are limited in areas blocked by clutter or inaccessible surfaces. For safety reasons, cleaners do not move heavy furniture or large appliances.

13. Pets

Pets must be secured if aggressive, anxious, or unpredictable. Company is not responsible for pets escaping during service.

14. Hazardous Conditions

Client must disclose mold, pests, biohazards, hoarding conditions, bodily fluids, or hazardous materials prior to service. Company reserves the right to refuse or discontinue service if such conditions are discovered.

15. Specialty Surfaces

Client must notify Company of delicate, antique, or specialty surfaces (including but not limited to marble, granite, natural stone, unsealed wood, or specialty coatings). Company is not liable for damage resulting from undisclosed material conditions.

16. Utilities

Client must provide working electricity and water. Company is not responsible for incomplete services or food spoilage caused by appliance failure, power outages, or other utility disruptions.

17. Recording Devices

Client agrees to comply with all applicable laws regarding recording devices and surveillance equipment within the property.

18. Photos & Marketing Use

Company may take photographs before, during, or after service for quality control, documentation of pre-existing conditions, and marketing purposes.

By agreeing to these Terms, Client grants Company permission to use non-identifiable photos of completed work for marketing, advertising, social media, and promotional materials.

Company agrees that:

• No personal identifying information will be disclosed

• No addresses will be shared

• No mail, documents, or private materials will be featured

• No family photographs or sensitive personal items will be intentionally highlighted

If Client prefers that photos not be used for marketing, Client must notify Company in writing prior to service.

19. Meals & Gift Package Items (If Applicable)

Certain service packages may include meals or gift products purchased from third-party vendors.

Company does not manufacture these items and makes no warranties regarding ingredients, allergens, safety, or product effectiveness.

Client assumes all risks related to consumption, storage, and use. Perishable items will be placed in a refrigerator if accessible. Company is not responsible for spoilage due to appliance failure, power outages, or delayed consumption.

Any product defect claims must be directed to the manufacturer.

20. Limitation of Liability

To the fullest extent permitted by law, Company’s total liability for any claim arising out of services is limited to the amount paid for the specific service giving rise to the claim.

Company is not liable for indirect, incidental, special, or consequential damages.

21. Indemnification

Client agrees to indemnify and hold Company harmless from claims arising from unsafe property conditions, undisclosed hazards, or violations of these Terms.

22. Non-Solicitation of Contractors

Client agrees not to directly hire, solicit, or contract with any contractor introduced through Company during service or for 12 months following the last service date.

Violation may result in a referral fee equal to replacement and training costs.

23. Termination

Either party may discontinue service at any time. Outstanding balances remain due.

24. Dispute Resolution

Any dispute arising from these Terms or services provided shall first be addressed through good-faith informal resolution.

If unresolved, disputes shall be submitted to binding arbitration in the state where services were performed. Client waives the right to participate in any class action lawsuit or class-wide arbitration.

25. Force Majeure

Company is not liable for delays or failure to perform services due to events beyond its control, including severe weather, natural disasters, power outages, emergencies, or government actions.

26. Acceptance of Terms

By booking services, checking the acceptance box, or allowing services to be performed, Client confirms that they have read, understood, and agree to these Terms.