Terms of Service – Nova Home Cleaning

Please review these Terms of Service carefully before booking or utilizing services provided by Nova Home Cleaning (“Company,” “we,” “our,” or “us”).

By booking a service with Nova Home Cleaning, whether online, over the phone, by text, or email, you agree to these Terms of Service.

Contact Information

Nova Home Cleaning
Phone: 571-556-7736
Email: support@novahomecleaning.com

Services

Nova Home Cleaning provides residential cleaning, Airbnb/vacation rental cleaning, move-in/move-out cleaning, deep cleaning, and related interior cleaning services.

We do not provide hazardous material removal, mold remediation, biohazard cleanup, pest removal, or heavy hoarding cleanup services.

Booking & Scheduling

Submitting a booking request does not guarantee an appointment time. All appointments must be confirmed by our team.

We reserve the right to reschedule appointments due to weather, emergencies, staffing issues, unsafe conditions, or circumstances outside of our control.

Arrival times are estimates. Due to traffic, prior appointments, weather, and other operational factors, arrival windows may vary.

Pricing & Service Adjustments

Instant quotes and estimates are based on the information provided at booking.

If the condition of the property differs significantly from what was described, we reserve the right to:

• Adjust pricing

• Recommend additional time

• Convert the appointment into an hourly service

• Reschedule the appointment

If additional work is required and we cannot reach you for approval, the cleaning team may leave and a cancellation fee may apply.

Recurring service pricing is based on maintaining the agreed cleaning frequency. Skipped appointments or changes in frequency may result in pricing adjustments.

Hourly Services

For hourly cleanings, clients should provide a prioritized task list. Cleaners will work through tasks in order until the allotted time expires.

Completion of all requested tasks is not guaranteed under hourly service arrangements.

Cleaning Day Preparation

Clients are responsible for providing safe and reasonable access to the property.

To maximize cleaning efficiency, we ask that excessive clutter, personal items, dishes, laundry, and other obstructions be minimized before arrival unless those services were specifically requested.

Add-On Services

The following services may require additional charges:

• Interior windows

• Blinds

• Dishes

• Inside oven cleaning

• Inside refrigerator cleaning

• Interior cabinet cleaning

• Garage sweeping

• Patio cleaning

Satisfaction Guarantee & Recleans

If an area included in your scheduled cleaning was missed, the issue must be reported within 24 hours of service completion.

We will return to correct qualifying issues at no additional charge if:

• The complaint is submitted within 24 hours, and

• We are permitted to return within 72 hours

Refunds are only considered if:

• The issue was reported within 24 hours, and

• We are unable to return within the correction window

Refunds or recleans will not be provided if:

• Complaints are made after 24 hours

• Access for correction is denied

• Another company or individual performs work in the disputed area after our service

• Utilities were unavailable during service

• The client or occupants were abusive, threatening, or inappropriate toward staff or contractors

Right to Refuse Service

We reserve the right to refuse or terminate service for safety concerns, excessive clutter, unsanitary conditions, aggressive animals, illegal activity, weapons on premises, utility shutoffs, or inappropriate behavior.

If cleaners arrive and conditions make the job unreasonable or unsafe, cancellation fees may apply.

Pets

We gladly work around pets; however, clients are responsible for ensuring pets are secured and do not create safety risks.

If a cleaner feels unsafe due to a pet, service may be canceled and cancellation fees may apply.

Lockouts & Access Issues

Clients must provide access to the property at the scheduled appointment time.

If we cannot gain access within 20 minutes of arrival, the appointment may be canceled and subject to either:

• A $50 cancellation fee, or

• 50% of the scheduled service total

Furniture & Heavy Items

For safety reasons, cleaners do not move furniture or appliances exceeding approximately 50 pounds.

Clients must move heavy items beforehand if cleaning underneath or behind them is requested.

Damages & Breakage

Accidents can happen despite reasonable care.

Any alleged damage or breakage must be reported within 48 hours with supporting photos.

Clients must allow Nova Home Cleaning the opportunity to inspect, repair, or replace damaged items before seeking outside repair or replacement.

We are not responsible for:

• Pre-existing damage

• Improper installation

• Wear and tear

• Faulty surfaces or fixtures

• Damage caused by unsecured items

Use of Client Equipment

If clients request use of their own vacuum, mop, or cleaning equipment, Nova Home Cleaning is not responsible for maintenance issues or damage to that equipment.

Photos & Documentation

For quality control, training, dispute resolution, and proof of work purposes, cleaners may take before-and-after photos of portions of the property.

Unless specifically prohibited in writing by the client beforehand, we reserve the right to use non-identifying photos for internal documentation or marketing purposes.

Payment Terms

A valid credit or debit card may be required to remain on file before service begins.

We reserve the right to pre-authorize cards prior to appointments.

Invoices are due upon receipt unless otherwise agreed in writing.

If payment is not received within 48 hours of invoice delivery, we reserve the right to charge the card on file.

Returned payments, chargebacks, or failed payments may result in additional fees.

Late Cancellation Policy

Appointments canceled less than 24 hours before the scheduled service may incur a $50 late cancellation fee.

Appointments canceled within 4 hours of arrival or while cleaners are onsite may incur a charge equal to 50% of the scheduled service total.

Communication Consent

By booking service, you consent to receive service-related calls, emails, and text messages from Nova Home Cleaning, including appointment reminders and scheduling updates.

You may opt out of marketing communications at any time.

Limitation of Liability

Nova Home Cleaning is not liable for indirect, incidental, special, or consequential damages arising from use of our services.

Services are provided “as is” without guarantees beyond those expressly stated in these Terms.

Governing Law

These Terms shall be governed by the laws of the Commonwealth of Virginia.

Any legal disputes shall be resolved in the appropriate courts located in Northern Virginia.

Changes to Terms

We reserve the right to update or modify these Terms at any time. Continued use of our services constitutes acceptance of any revised Terms.

Contact Us

If you have questions regarding these Terms of Service, please contact:

Nova Home Cleaning
571-556-7736
support@novahomecleaning.com