By using this website to book service, you agree to comply to be bound by these terms & conditions. If you do not agree to these terms & conditions, do not book service with Holbrook Home Solutions.

Booking Confirmation

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

In order to reserve your cleaning date and time, a credit card hold will be put on the card 3 days prior to your scheduled service date. If your credit card does not have sufficient funds, we will contact you via email/text to update your card. If you do not update your card on file within 24 hours, your appointment will be canceled and you will be charged a cancellation fee of $70. You are liable to pay the $70 cancellation fee.

WE REQUIRE AT LEAST 24 HOURS OF NOTICE TO CANCEL OR RESCHEDULE BEFORE THE DATE OF YOUR SERVICE (this is to secure jobs for our cleaning teams for the next day and will give us time to find a replacement job in case you cancel or reschedule). If you cancel after 24 hours, your card will automatically be charged a $70 cancellation fee. If you reschedule after 12:00 A.M. (EST) the day before your scheduled service, you will be automatically charged a $40 reschedule fee. You are able to cancel/ reschedule through your customer online dashboard (only applies to reoccurring customers).

For new customers or ONE-TIME bookings, you can ONLY call/ reschedule by contacting us and speaking to one of our team members. The cancellation fee ($70) and reschedule fee ($40) still applies.

Cleaning Teams

We try to work in teams of two, occasionally more cleaners may be needed due to the complexity of work or busy schedule. We do our best to limit the rotation of cleaners in your home while still providing sufficient cross-training to our cleaning technicians.

Our employees have been rigorously background screened and trained prior to working. You can rest assured all of our employees have integrity and are held accountable.

Right to Refuse Service

We reserve the right to deny and/or terminate service because of safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter, disconnected utilities or simply because we feel like we are not a good fit. As you are free to end our business relationship at anytime, so are we.

Our employees have the choice to leave if the home is in an unsanitary condition or if they feel unsafe/threatened. If you book a cleaning service that is unreasonable, our cleaners may refuse service on the spot and you will be charged the cancellation fee ($70).

Cleaning Preparation

Your price for cleaning is based on our team focusing all of their time on cleaning. We ask that you take a few minutes to tidy up to allow our team easy access to the areas/surfaces to be cleaned: floors, countertops, tabletops, etc. If you would like our cleaners to do these tasks for you, call the office in advance so your cleaning fee can be adjusted for the additional time it will take our team.

Parking

Please provide parking convenience for our cleaning team. If there is no free parking available and you did not select the appropriate PARKING FEE during booking, we will charge your card for the parking fee. If there is no parking available, the appointment will be considered “cancelled” and the cancellation fee ($70) will be automatically charged to the card on file.

Add-On Services (These Services Are Available For An Extra Charge)

• Extra Rooms (Office/Den)

• Inside Fridge

• Inside Oven

• Inside Cabinet

• Interior Windows (each)

• Wet Wipe Blinds (each)

• Laundry & Folding

• Dishes

• Pets (Hair)

• Heavy Duty

Pets

We love pets and will gladly work around them. We ask that indoor activity be limited for cleaning efficiency and safety reasons. If your pet becomes anxious or presents a safety concern, Holbrook Home Solutions reserves the right to remove our employees from your home.

Our employees are instructed not to enter a house if they believe an animal is a threat. Pets may behave differently if a family member is not present. If the removal of our cleaning team is due to aggressive pets, our cancellation policy will apply ($70 fee).

Cleaning pet hair takes more than the standard time for our team. Please choose the “pet” add on when booking, if you have pets that shed. If our team takes longer performing the standard service and you did not select the add on, we will automatically adjust the price with the pet add on. Please be considerate while booking your service with us.

Our cleaning technicians will not clean/pick up pet accidents, change cat litters or clean pet cages/habitats, under any circumstances.

Service Fees

Please remember we give these instant prices based on expertise/experience, but we may adjust the price based on the actual condition of the house. Any work performed outside of our regular scope, such as decluttering or organizing, will be charged at an hourly rate prior to starting our cleaning services. Furthermore, if we arrive and it is apparent that the home has not been cleaned professionally within 30 days or has excessive buildup, we will add the "heavy duty" extra to the booking.

We reserve the right to reevaluate rates at any time based on the time it takes to perform our service. Holbrook Home Solutions will contact the customer to discuss price or service revisions if the cleaning time differs drastically from the original booking amount.

Payments

A credit card hold for the booking amount will be put on the card 3 days prior to your scheduled service date. The payment will be AUTOMATICALLY charged to the credit card on file immediately after the service is completed.

Refund Policy

We do not offer refunds, our sales are final. We have built our business on providing our customers with the best possible service. We realize that we are human and things can get looked over from time to time. If this happens, please email or call us within 24 hours. We will rectify the error at no charge. If you noticed something was missed or want to bring something to admin’s attention, there is a hidden note section during the booking process.

Recurring Service Discount

Recurring discounts start AFTER the first cleaning service. If you skip cleanings so that the cleaning frequency is lower than what you were set up for, your price will be increased to the correct pricing.

Rate Increases

Customer’s cleaning rate adjustments may be made at any time during the year. Should there be changes to the frequency of the customer’s established service schedule, home or living situation: remodel, change of address, number of people living in the home, a significant addition of furniture, etc. Customer rate shall be increased annually, by an amount not to exceed 8% of the customer’s current rate.

Lockouts

The customer will make the service location accessible to Holbrook Home Solutions team on the scheduled service day. If the team is locked out of the customer’s home, every effort will be made to establish contact with the customer, to gain access into the home. If contact is not made within 5 minutes of the arrival of the cleaning team, the scheduled cleaning will be canceled. Your card will automatically be charged the cancelation fee ($70). This fee is necessary to compensate the employees for unexpected lost revenue & time travel, to avoid the fee provide us with a key or code to gain entry to your home. The options are on our service booking and you can even provide a note. We send out several reminders before your scheduled service as well.

Cancelation and Rescheduling

Scheduled service reliability is extremely important because we reserve a time, specifically for you. If you cancel less than 24 hours before your scheduled service, it will result in a $70 cancellation fee. If you reschedule after 12:00 A.M. EST the day prior to your service, it will result in a $40 rescheduling fee.

Alarm

If your home is equipped with a security system, please ensure that it is in the off position or make sure our team knows the proper code/ directions to turn it off. Holbrook Home Solutions will not be help liable if the alarm gets set off. We are not liable for any charges that are made by your alarm provider. If your code should change please let us know so you do not incur a lockout charge. If we can not gain access to your home, it will result in an automatic cancellation fee ($70) charged to the credit card on file.

Unlocked Doors

Our teams are trained and told to lock the door behind them while leaving. If not some reason damages or theft happens, after we have left the premises, Holbrook Home Solutions will not be held liable.

Use Of Homeowner’s Vacuum

If you request to use your vacuum, we will not assume or accept any liability for damage to the unit. Since we are not responsible for the maintenance of the vacuum, we will not be responsible for any repairs to it. This is important because if the vacuum is not in working order when we arrive to clean your home, we will not be able to perform any vacuuming of carpet & hard floor surfaces.

Cleaning Supplies/ Equipment

We provide the equipment and products needed to thoroughly clean your home. If you want our team to use your cleaning supplies, we are not responsible for any damage associated with the p products/equipment. When this request is made, we ask that you have the cleaning products/equipment upon arrival so we can perform our cleaning service as efficiently as possible.

Items We Cannot Clean

Mold removal is a specialty, we cannot be liable for any mold-related risks in clients’ homes. We cannot clean hoarding homes or areas containing any animals & humans' body fluids, blood, feces, vomit, cat litter boxes, bird cages & urine, or excretions.

Unreachable Areas & Heavy Items

For safety and liability reasons, our employees can not climb higher than a step stool or work outside of your home. Cleaners can not move or lift objects more than 30 pounds. If you would like our team to clean behind or underneath a heavy object, please move prior to your scheduled service.

Breakage/Damage & Loss Policy

While an occurrence is rare, the possibility of breakage or damage could happen while we clean. Our cleaners exercise reasonable care while cleaning your home, we carry insurance for damage or breakage caused by our cleaners.

We are not liable for damage that is caused by normal wear and tear, improper installation of an item in your home, artwork, collectibles, or family heirlooms not disclosed during the booking process, these items include but are not limited to the following:

• Artwork, Collectibles and Family Heirlooms: These items are expensive & impossible to replace, The client should point out such items to us before starting service. Please advise us how you would like your fragile items handled and to care for them.

Our cleaning technicians are trained to not clean something that looks of significant value or irreplicable.

Notification must be made within 24 hours of breakage/loss of any personal items. Identical replacement is always attempted but not guaranteed.

Cleaners Arrival Window

Our schedule our services by an arrival window. Each arrival window are 2 hour increments. I f you require a specific time, we will make every effort to accommodate your request, but no exact times are guaranteed. Due to the unpredictable nature of our business, unforeseen circumstances, traffic and weather we only schedule services in windows. If we are running late we will call and/or text you.

Holidays

Holbrook Home Solutions is not open on Holidays.

If your scheduled service falls on a holiday, we will contact you to reschedule. The following Holidays will be observed:

• New Years Day

• Easter

• Memorial Day

• Independence Day

• Labor Day

• Thanksgiving

• Christmas Eve

• Christmas

Inclement Weather

We will be closed for business when weather conditions prevent are unsafe for our cleaning teams to drive. We will notify you and reschedule your service.

Keys

At Holbrook Home Solutions, we prioritize the security of our customers’ homes. Instead of us holding the keys, we kindly request that our customers provide a lockbox. This way you can store your house key securely inside the lockbox, outside your residence.

Once we finish the cleaning service, we will return the key to the lockbox and lock it securely. By following this procedure, we aim to ensure the safety of our client's homes while still providing convenient access for our cleaning team.

In the unfortunate event that a client chooses to leave a door unlocked or place a key in an unsecured location, Holbrook Home Solutions will not be held liable for any damages or theft that may occur.

Non-Solicitation of Holbrook Home Solutions Employees

As our customer, we ask that you agree not to solicit or hire any of our cleaning employees to work directly for you. Our professional cleaners are background checked, their references verified and have completed comprehensive cleaning training. Significant time, resources & money are invested in each new employee before we allow them to enter our customers’ homes.

Governing Law

Any claim relating to Holbrook Home Solutions company or website, shall be governed by the laws of the State of Delaware without regard to its conflict of law provisions.

We have made every effort to design our website to be useful, informative, helpful, trustworthy and honest. We would ask that you let us know if you would like to see improvements or changes that would make it even easier for you to find the information you need.