Harbor Facility & Home Cleaning LLC
Residential Service Terms & Conditions
Effective Date: September 2026
These Terms & Conditions (“Terms”) apply to residential cleaning and professional organization services provided by Harbor Facility & Home Cleaning LLC (“Harbor,” “we,” “us,” or “our”). By booking a service, submitting payment, or otherwise authorizing Harbor to perform services, the customer agrees to these Terms.
1. Booking and Customer Information
Customers are responsible for providing accurate information when booking, including the service address, approximate property size, property condition, requested service, access information, and other details reasonably necessary to perform the service.
Instant-booking prices are based on the information provided by the customer. Selecting an incorrect property-size tier or materially understating the property's condition may require the service price or scope to be adjusted.
2. Pricing and Scope Changes
The price shown at booking applies to the service and scope selected based on the information provided by the customer.
Conditions requiring substantially more labor than reasonably anticipated—including excessive buildup, clutter, trash, pet hair, remaining belongings, or other material differences from the booking information—may require a revised price, reduced scope, or additional service time.
Harbor will explain material price changes and obtain customer approval before performing additional chargeable work. Customers may decline additional work, in which case Harbor may limit service to the work reasonably covered by the original booking or discontinue service when appropriate.
3. Standard, Deep, and Move-In/Move-Out Cleaning
Customers are responsible for selecting the appropriate service type.
Standard Cleaning is intended for generally maintained residences requiring routine cleaning.
Deep Cleaning is intended for residences requiring more detailed cleaning and includes the items identified in Harbor's published Deep Cleaning scope.
Move-In/Move-Out Cleaning is intended for empty or substantially empty residences. Excessive trash, abandoned belongings, construction debris, or conditions outside the normal cleaning scope may require additional pricing or a different service.
Service descriptions and checklists identify the applicable scope and may be updated periodically.
4. Professional Organization Services
Professional Organization packages are time-based services. Booking a 3-, 4-, 6-, or 8-hour session reserves that amount of organization time and does not guarantee completion of a particular room, project, or number of spaces.
Completion depends on factors including the volume of belongings, condition of the space, project complexity, and speed of customer decisions.
If additional time is recommended, Harbor will discuss available options before materially extending the service. Customers may purchase additional time, schedule another session, or stop at the end of the booked period.
Harbor will not independently decide to discard, donate, sell, or otherwise dispose of customer possessions without customer authorization.
Bins, baskets, shelving, containers, drawer inserts, labels, hardware, and similar organization products are not included unless expressly stated or separately authorized.
5. Payment
Payment is due according to the terms presented at booking or on the applicable invoice.
For services requiring prepaid booking, the appointment may not be considered fully reserved until the required payment or payment authorization has been successfully completed.
Additional services or approved scope changes may result in additional charges.
6. Cancellations and Rescheduling
Customers should provide at least 24 hours' notice when cancelling or rescheduling an appointment.
Cancellations or rescheduling with less than 24 hours' notice may be subject to a fee of up to 50% of the booked service price.
Same-day cancellations, lockouts, or appointments where Harbor cannot reasonably access the property may be subject to a charge of up to 100% of the booked service price.
Harbor may exercise reasonable discretion when emergencies or exceptional circumstances occur.
7. Property Access
Customers must provide safe and timely access to the property at the scheduled service time.
Customers are responsible for providing accurate entry instructions, gate information, parking instructions, building-access requirements, lockbox information, or other information reasonably necessary for Harbor to access the service location.
Harbor is not responsible for delays or inability to perform service caused by inaccurate or unavailable access information.
8. Pets
Customers must disclose pets when requested during booking and are responsible for securing animals when necessary for the safety of the customer, animal, Harbor personnel, and property.
Harbor may decline to enter or discontinue service when an animal presents a reasonable safety concern.
Unusually heavy pet hair or pet-related conditions requiring substantially additional labor may require additional pricing with customer approval.
9. Customer Belongings and Fragile Items
Customers should secure cash, jewelry, medications, firearms, important documents, irreplaceable items, and other high-value or highly sensitive belongings before service.
Customers should identify fragile, damaged, unstable, antique, or unusually valuable items before work begins.
Harbor personnel will exercise reasonable care while performing services.
10. Damage and Breakage
Accidents should be reported promptly by Harbor when discovered. Customers should also notify Harbor promptly after discovering damage they reasonably believe occurred during service.
Harbor may request photographs, documentation, or an opportunity to inspect the item or affected area before determining an appropriate resolution.
Pre-existing damage, ordinary wear, deterioration, improperly installed fixtures, unstable furnishings, defective materials, or damage resulting from conditions outside Harbor's reasonable control are not automatically the responsibility of Harbor.
Nothing in these Terms is intended to eliminate rights or remedies that cannot lawfully be waived.
11. Satisfaction and Service Concerns
Harbor is committed to addressing legitimate service concerns.
Customers should report concerns regarding an item within the agreed cleaning scope within 24 hours after service whenever reasonably possible.
Harbor will review the concern and, when appropriate, may offer a reasonable correction or re-clean of the affected area.
A service concern does not automatically entitle the customer to a full or partial cash refund.
12. Refunds
Approved refunds, when applicable, will generally be returned through the original payment method.
Services that have already been substantially performed are generally non-refundable except where Harbor determines a refund is appropriate or where otherwise required by law.
Cancellation fees and other charges remain subject to the applicable booking and cancellation policies.
13. Unsafe Conditions and Service Exclusions
Harbor may refuse, modify, suspend, or discontinue service when conditions present a reasonable health or safety risk or materially exceed the booked scope.
Standard residential services do not include remediation or handling of conditions such as severe mold, human or animal biohazards, bodily fluids, hazardous chemicals or materials, active pest infestations, needles or sharps, asbestos or lead disturbance, or other specialized hazardous conditions.
Severe hoarding conditions, excessive waste, construction debris, or other unusual conditions may require a separate assessment or may be declined.
Harbor personnel are not required to perform work that Harbor reasonably determines cannot be performed safely with the available training, equipment, insurance, or protective measures.
14. Service Duration and Arrival
Cleaning durations displayed during booking are estimates used for scheduling and may vary depending on actual property conditions.
Harbor will make reasonable efforts to arrive within the scheduled service period. Circumstances such as traffic, weather, prior-job delays, emergencies, building access, or other conditions may occasionally affect arrival times.
Customers will be notified of material delays when reasonably possible.
15. Utilities and Working Conditions
Unless otherwise agreed, customers are responsible for providing reasonable access to electricity, running water, climate-controlled indoor conditions, and other ordinary utilities necessary to perform residential cleaning.
Harbor may discontinue work if conditions prevent services from being performed safely or reasonably.
16. Photography and Customer Privacy
Harbor may document property conditions, completed work, damage, safety concerns, or quality-control matters when reasonably necessary for business records or service verification.
Harbor will not use identifiable photographs of a customer's private residence for public advertising or promotional purposes without appropriate permission.
Personal information is handled in accordance with Harbor's separate Privacy Policy.
17. Communication
Customers authorize Harbor to communicate regarding bookings, service updates, scheduling, payments, access issues, and other transactional matters using the contact information provided.
Marketing communications, where applicable, will be handled separately and subject to applicable requirements and customer preferences.
18. Weather, Emergencies, and Events Beyond Reasonable Control
Harbor may reschedule, delay, or cancel service when severe weather, unsafe road conditions, emergencies, utility outages, illness, property-access issues, or other circumstances beyond Harbor's reasonable control make service unsafe or impractical.
When Harbor initiates a cancellation, Harbor will work with the customer to reschedule or appropriately address prepaid amounts associated with the affected service.
19. Right to Refuse or Discontinue Service
Harbor reserves the right to decline or discontinue service for legitimate business, safety, scope, access, payment, or conduct-related reasons, subject to applicable law.
Harassment, threats, discrimination against personnel, unsafe behavior, or other inappropriate conduct toward Harbor personnel will not be tolerated.
20. Changes to These Terms
Harbor may update these Terms as its services and operations evolve. The version presented or linked in connection with a booking will govern that booking to the extent applicable.
21. Governing Law
These Terms are governed by applicable laws of the Commonwealth of Virginia.
22. Contact
Questions regarding these Terms or a Harbor service may be directed to:
Harbor Facility & Home Cleaning LLC
Email: info@harborcleaningva.com
Website: www.harborcleaningva.com