Terms and Conditions

USE OF OUR SERVICES CONSTITUTES ACCEPTANCE OF THESE TERMS OF SERVICE.

This Terms of Service covers the following areas:

I. Special or Miscellaneous Projects
II. Work Hours
III. Confirmation (Applies When Booking Online)
IV. Alarm System & Keys
V. Rescheduling
VI. Sick Policy
VII. Delays
VIII. Cancellations or Unable to Access
IX. Recurring Price Structure
X. Skipped Cleanings
XI. Lockout policy
XII. Rate Changes
XIII. Price Adjustments (Applies When Booking Online)
XIV. Clean Supplies and Equipment
XV. Large and Heavy Items
XVI. Valuables
XVII. Breakage/Damage and Loss Policy
XVIII. Rights to Refuse Service
XIX. Direct Hiring of Our Home Cleaning Specialists
XX. Employee Safety
XXI. Pets
XXII. Re-Cleans
XXIII. Satisfaction Policy
XXIV. Payments
XXV. Governing Law
XXVI. Modifications

I. Special or Miscellaneous Projects

Miscellaneous projects are welcome. Simply email or text us with your special requests so we can give you the best rate and budget them into our next scheduled cleaning.

II. Work Hours

Our normal workdays are Monday through Friday 7:30 a.m. to 6:00 p.m. We do work from a schedule and recommend the same time and weekday for your cleaning to create consistency and convenience for us both.

III. Confirmation (Applies When Booking Online)

Booking a service online does not guarantee you a spot for that date/time. You will be contacted by email or phone with a confirmation.

IV. Alarm System & Keys

It is not necessary to be at home while we are there cleaning. If you have an alarm, make sure we have the key code so we can disarm the alarm when we arrive, and set it again when we leave. We’ll also need a house key if needed to access the job. We do charge a 50% fee if we have a confirmed appointment and can’t get in.

V. Rescheduling

We know stuff is going to happen. At one point or another – for whatever reason, one of us is going to need to reschedule our cleaning. Communication is key. All we ask is to call, text, or email us as soon as you know there is a conflict, and we’ll do our best to reschedule your cleaning at the next earliest convenience. We will do the same. As long as we have a 24-hour notice there will be no 50% cancellation charge fee.

VI. Sick Policy

If you or your children get sick with a contagious illness (i.e. the flu, a cold, pneumonia, chickenpox, etc.) please call and reschedule your cleaning. Even though we disinfect your house, it is possible that we might transport germs to the next house or become sick ourselves. And to be fair to all our customers we prefer to wait until you are well again. On our end, we may call in sick as well to protect you and your family.

VII. Delays

Our home cleaning specialists are allowed a one-hour window to deal with traffic, parking, and other surprises.

VIII. Cancellations or Unable to Access

Please provide at least 48 hours notice for all canceled appointments. If you cancel before 48 hours you will receive a full refund to the credit/debit card on file. If you cancel within 48 hours of your booking, your booking is credited to your account to use whenever you’d like. A 50% cancellation charge fee will be charged for all cancellations with less than 24 hours notice or if our home cleaning specialist cannot access your home to clean. Cancellation charge fees are non-refundable.

IX. Recurring Price Structure

Recurring customers receive a discount after their first cleaning. If you skip cleanings so that your cleaning frequency is lower than what you were set up for, your price will be increased to the pricing level for the lower frequency.

X. Skipped Cleanings

For bi-weekly customers, you will be charged our monthly rate for 1 skipped cleaning. For 2 or more consecutive skipped cleanings you will be charged our one-time cleaning rate. For monthly customers, you will be charged our one-time cleaning rate for 1 or more skipped cleanings. This is to account for the additional time it will take to clean your home.

XI. Lockout policy

Please be sure we can enter your home, either by leaving a key, or a code, or leaving a door open. If we arrive for a scheduled service to find we are unable to access your home, a lockout fee of 50% will be charged.

XII. Rate Changes

This is only an estimate. Brighthouse Cleaners reserves the right to reevaluate rates at any time based on the amount of time it is taking to perform our services in order to meet our customer's standards.
We monitor the actual cleaning time after the second cleaning and occasionally thereafter. Brighthouse Cleaners will contact the customer to discuss possible price or service revisions if the cleaning time differs from the original estimate.

XIII. Price Adjustments (Applies When Booking Online)

If the pricing calculator underestimates the price of your cleaning because the condition of your home is much worse than predicted or because you did not input the accurate information into our online pricing calculator, we will first inform you by call and email. We do have permission to adjust the price, charge the cleaning hourly, or refuse the service. The customer agrees to pay the home cleaning specialist’s parking cost if incurred.

XIV. Clean Supplies and Equipment

Brighthouse Cleaners provides environmentally-friendly chemical-free products and most equipment required for cleaning. You will need to provide a toilet brush and running water. If you would like us to use specialty products (e.g., simple green, bleach, stainless steel cleaner, sponge mop), please leave it out and include this request in your special account instructions.

XV. Large and Heavy Items

For safety and liability reasons, Brighthouse Cleaners will not allow its cleaning professionals to lift or move heavy items or furniture.

XVI. Valuables

Please safely secure heirlooms and collectibles before cleanings. Please advise us how you would like your fragile items handled (and their care) in special account instructions.

XVII. Breakage/Damage and Loss Policy

Customers must provide images of damage both before and after the cleaning, along with proof that damages were caused at the time of the cleaning. All claims must be made within 24 hours of the cleaning. Once the office receives the notification, we will contact you as soon as possible. If we do not hear from you within the next 30 days, we will assume you do not want to have us resolve the issue and the situation will void. Identical replacement is always attempted but not guaranteed. For this specific reason, Brighthouse Cleaners requests all irreplaceable items (whether monetarily or sentimentally valued) be stored and/or not cleaned by our staff. Brighthouse Cleaners is not responsible for the breakage of these irreplaceable items. Brighthouse Cleaners is not responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm. All legs of chairs and light tables are assumed protected and ready to be slid without scratching hardwood floors. If we are specifically requested to clean inside of a hutch/china cabinet or wash dishes or wine glasses, the customer agrees not to hold Brighthouse Cleaners or any of its employees responsible for damage to any article or component.

XVIII. Rights to Refuse Service

Our home cleaning specialists have the choice to leave upon arrival if the home is in extreme condition or they feel unsafe/threatened. (Applies When Booking Online) If you book a cleaning online that is unreasonable, such as cleaning up after a large party, the home cleaning specialists may refuse service on the spot, and you will be charged the maximum cancellation fee.

XIX. Direct Hiring of Our Home Cleaning Specialists

Brighthouse Cleaners invests heavily in training methods and background screenings to find quality employees. Hiring our current or ex-worker(s), and/or accepting side propositions, makes you liable for an employment referral fee of $5,000.00 if you directly employ (legally or cash basis) anyone currently or formerly employed by us within the two years before such employment. By using our service, you agree to notify us of any attempts to solicit or accept illegal business, otherwise; Attorney, Legal and miscellaneous expenses incurred to investigate and/or collect this fee will be added if this employment is discovered. Exchanging contact info is considered part of this breach. Unless complying with all laws; direct, unreported, or inappropriate employment practices are illegal. You acknowledge being informed that Brighthouse Cleaners is obligated to report illegal hiring activities. In fact, anyone may report this to the proper government and judicial authorities so an investigation ensues. The implication, complicity, or withholding knowledge of illegal activity is not only prosecutable by Brighthouse Cleaners (when applicable) but also by United States federal and local laws.

XX. Employee Safety

Brighthouse Cleaners reserves the right to remove its employees from your home should the environment become unsafe. Our cancellation policy will apply. We do not clean any blood rest, body fluid, or any human or animal feces.

XXI. Pets

We will gladly work around pets. If your pet becomes anxious or presents a safety concern, Brighthouse Cleaners reserves the right to remove its employees from your home. If an employee leaves your home before completion, Brighthouse Cleaners will charge you a pro-rated expense based on work performed. If the removal of our cleaning specialist is due to aggressive pets, our cancellation policy will apply.

XXII. Re-Cleans

If for some reason you are unhappy with the service, please contact us immediately within 24 hours so that Brighthouse Cleaners may rectify the problem. Brighthouse Cleaners does not offer refunds or discounts, but we absolutely guarantee the quality of service by fixing any quality issues and optimizing the cleaning in the future. Any re-cleans can only be done with the same home cleaning specialist(s) unless there is a schedule conflict for the cleaning specialist and only within the first 72 hours of the cleaning. If you are at home and you notice that the cleaner overlook something, please immediately tell the cleaner to re-clean the area or call our office before the cleaner leaves your home.

XXIII. Satisfaction Policy

We aim to please. If for any reason, at any time you are not 100% completely satisfied, please call us immediately at 540-904-0202 and we will do everything in our power to resolve your concerns.

Brighthouse Cleaners cannot guarantee the results of mini-blind, grout, chandelier, or vaulted ceiling fan cleaning. Mold remediation is a specialty. Brighthouse Cleaners does not provide mold remediation and cannot be liable for any mold-related risks in customers’ homes. Brighthouse Cleaners does not assume responsibility for the restoration of severely worn, stained, or mildewed caulking and grout.

XXIV. Payments

At the time of booking your cleaning session (either online or by phone), a credit/debit card will be required to reserve the time slot and a temporary hold on the card will be made 24 hours before your cleaning session. After your cleaning session has been completed, your credit/debit card will be charged. Paying with a credit/debit card is secure (and preferred) and leaves an electronic accounting trail for your records. We also accept cash and checks, but payment is required before your cleaning session initiates. Cleaning will not be performed if cash or check payment is not received before service. If paying by check please make it payable to Brighthouse Cleaners. If a check is returned for any reason at all, an additional charge of $35.00 per returned check will be applied. You can also make your payment through Invoice, Paypal, Venmo, and Zelle.

Please Note: A credit/debit card is required to be on file to book a cleaning session.

XXV. Governing Law

Any claim relating to Brighthouse Cleaners shall be governed by the laws of the State of Virginia without regard to its conflict of law provisions.

XXVI. Modifications

Brighthouse Cleaners may revise these terms of use for its website at any time without notice. By using this website, you are agreeing to be bound by the then-current version of these Terms of Service.