Terms Of Service

By requesting a quote or ordering Hudson Property Services cleaning services by telephone, email, or the website, the client accepts and agrees to Hudson Property Service terms. This is not a contract. We would never ask that you sign a contract with us. If you are ever unhappy with your service you most certainly are not under contract and can find another cleaning company that will meet your cleaning needs. We ultimately want you to be happy with your cleaning needs.

Office Hours: Monday through Friday from 9:00am to 5:00pm. If we are very busy, you may get our voicemail. Exact times of service are  subject to change. Due to unforeseen circumstances an exact time is not guaranteed. All communications received outside of normal business hours will be considered received at time of opening the
next business day.

Holidays: Our offices are closed on all major holidays which are: New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, Black Friday, Christmas Eve & Christmas Day. Should your cleaning fall on any of these holidays, we will reschedule your cleaning.

Newsletters & Photos: You will receive an occasional newsletter or email from us. Our newsletters contain important updates on holiday closures, interesting home management tidbits, and information on additional services or specials. From time to time we may snap a photo of a room or something within the room that we have cleaned. We may use these photos in our training programs for new staff, our client portfolio, and social media. Your personal information such as name, address, or anything of that nature will always be kept confidential. If you would like to opt out of this, please let us know.

Customer Feedback: Each of our clients has different needs. Please keep us informed of any comments or suggestions you may have. The more specific feedback we receive, the better cleaning our staff can do for you. If you are not satisfied with the cleaning, please let management know of your concerns within 24 hours of the service.

Technology: Hudson Property Services utilizes technology to provide a smoother customer experience. you will receive an automated reminder email three days prior to service, as well as a reminder text the day of. You may respond to the email, or text that is sent. You will have the opportunity to opt out of these. Please note that 704-486-7224 is a landline and unable to accept texts. You will also receive a follow up survey after each cleaning via email. Our cleaning techs work from a scheduling app on their phones and GPS coordinates are registered at the time of input, this ensures they arrive and leave each home safely.

Products: Hudson Property Services provides the products and equipment necessary to clean your home. Our products are completely safe for your surfaces. If you would like us to use a product we do not carry, then please provide that product and we will be happy to use it in your home. We cannot, however, guarantee the safety of products that you provide. For heavy build-up or stains, we may request with your permission to use a stronger
cleaning agent, which may contain toxins. Please ask our office if you would like more specific information on our products.

Customize cleanings are available to fit each need. Please communicate these needs to our management staff and we will be happy to accommodate them, so long as the requests are for tasks in which our cleaner has been professionally trained. We offer several different types of cleanings tailored to your needs. Below is a list of the tasks performed on each type of cleaning, and how our time is used.

Move-In/Move-Out Cleanings: These are deep cleanings in a house or apartment where there is little or no furniture. These cleanings include our typical home cleaning services and for an extra cost, we can work from a list of priorities, typically completed via email. This cleaning includes the inside of cabinets. The property should be completely vacant unless previously agreed upon.

Cleaning Times: We do our best being prompt to meet the cleaning time indicated, but traffic and other clients may affect our schedule. If our scheduled cleaner will be more than 30 mins late, we will contact you. If no arrival time is listed on your quote form, then the cleaning will be completed between the hours of 9:00am and 5:00pm. Our cleaners appreciate your flexibility. When possible, please allow for an open time frame rather than exact arrival time.

Repeat House Cleanings: After the first cleaning, we charge a fixed rate for regular service (weekly, bi-weekly, & every 4 weeks). This rate includes the basic tasks listed below: Living Spaces: Dust knickknacks, furniture, cobwebs, and window sills; dust moldings and baseboards as needed; dust ceiling fan blades and light fixtures; clean glass on the front, rear, and any sliding glass doors; change bed linens (if left out) on one bed (typically the master). If more beds are needing the sheets changed there will be an extra charge; remove trash and replace bags (please let us know where you keep the bags); tidy the overall room appearance; dust blinds (we are only equipped to do a superficial blinds dusting, scrubbing or thorough cleaning requires a blinds specialist); vacuum floors and carpeting; and damp mop all non-carpeted surfaces.

Bathrooms: Scour all visible interior and exterior parts of toilets; clean sink, counter, and mirrors; scour shower/tub walls, and fixtures; dust shelving, nick knacks, and picture frames; empty trash; and damp mop all non-carpeted surfaces including back behind the toilet.

Kitchen: Clean exterior of large appliances; clean inside and outside of microwave; clean small countertop appliances including underneath and behind the small appliances; clean counter tops and back splash; clean sink area (including window above sink if applicable); empty trash; and damp mop all non-carpeted surfaces. The following items are offered at an additional charge:

• Clean out the refrigerator
• Clean the oven
• Clean reachable interior windows within reach using a two-step ladder
• Sweep out garage or basement
• Clean out the fireplace, we cannot remove wood, this is a general vacuum out
• Cleaning of interior windows

Payment Policy: A card on file is required to reserve an appointment with Hudson Property Services. The client
assumes responsibility for ensuring the card on file is up to date and received prior to the appointment. Every client must have a card on file, we reserve the right to run the card on file for any overdue amount owed to Hudson Property Services for any service rendered. Appointments are not guaranteed until an active card is on file. Returned payments are subject to a $35 fee and a late fee if applicable. Payment is due on the day of service by credit card and/or debit card. Clients are given advance notice of any price increases. Hudson Property Services reserves the right to raise prices at any time.

Due Date/Late Fee: Payment is due on the date of the scheduled service. A 10% late fee is applied to all overdue invoices after 7 days. A 10% late fee will be added each week that the invoice is not paid. After the 15 day mark, a collection warning will be sent to you. Late payment charges do not include charges imposed upon acceleration of the entire debt or costs of collection and attorney fees as otherwise permitted by law. Past Due invoices are forwarded to the attorney for collection and/or legal action on the 30th day past due.

Deposit: A 50% non-refundable deposit is required to reserve an appointment for a Top To Bottom, Move Out/In, General Cleaning, or any One Time Cleaning and will be charged to the card on file. The deposit will be deducted from the cost of services provided on the scheduled date. We require 2 business days notice to reschedule your appointment and transfer your deposit. Rescheduling cleanings cannot be guaranteed and are subject to availability.

Inclement Weather: Sometimes the weather or roads are snowy/icy. In these instances, we will do our best to make it to your regular cleaning while keeping the safety of our staff as a number one priority. If we must cancel due to the weather, we ask that you are flexible with us as the schedule will change. We will do our best to add you to the schedule within the next 48 hours after our closure. We will not offer any credit or charge a cancellation on cleanings that are rescheduled due to the weather.

Assigned Cleaner: Your assigned cleaner will be your default cleaner except for illness, vacation, personal emergency, or an ongoing schedule change. If your default cleaner has an ongoing schedule change or no longer works here, another trained cleaner who will have your home’s customized Work Order will complete your home. If there is a particular tech you would like, please give our office a call and let them know!

Late Cancellation/No Show Fees: If you wish to cancel or reschedule a cleaning appointment we require at least 48 BUSINESS HOURS’ notice (excluding weekends). We must adhere strictly to this policy to prevent lost wages for your cleaner. Should a cleaning appointment be canceled less than 48 hours in advance, or if the cleaner is unable to enter the house, a cancellation fee of 50% of that cleaning’s cost is charged to the credit card on file. Should cleaning be rescheduled by the client less than 48 hours in advance, and not canceled, a fee of $25.00 will be charged. You may reschedule or cancel cleanings by emailing Hudson@hpsproperties.com, or contacting our office at (704) 486-7224. On the rare occasion that Hudson Property Services must reschedule or cancel your cleaning less than a 48 hours’ notice, a $15.00 credit will be offered on the next cleaning client for any reason, no credit will be granted.

• Weekly client’s: If you need to skip a cleaning, the price on your next cleaning will increase to a bi-weekly price (for the next cleaning only).
• Bi-weekly client’s: If you need to skip a cleaning, the price on your next cleaning will increase to a monthly price (for the next cleaning only).
• 4-week Client’s: If you need to skip a cleaning, the price on your next cleaning will increase by $65.00 (for the
  next cleaning only). When appointments need to be canceled or skipped, it will take our cleaners longer to complete your next cleaning. This increase is to allow for that additional time. While we do not typically bill by the hour, we do look for a certain hourly range, and changing the frequency of cleaning affects our time.

Pets: We are a pet-friendly company and appreciate your help in making sure pets will be safe and secure on cleaning days. Our office should be made aware of any special requirements for safeguarding your pet(s). For health reasons we have instructed our staff to leave certain items and/or areas untouched; pet homes/beds, litter boxes, vomit, and/or fecal matter. Our teams will clean around these areas. If your pet has an accident, it will be your responsibility to clean it up. The client is responsible for securely restraining all animals on the premises that could potentially endanger Hudson’s staff or are at a significant risk of escaping. In the event of failure to secure such pets, Hudson reserves the right to take immediate legal action if injuries occur as a result. While we cherish your beloved pets, our utmost priority is the safety of our staff and your animals. We will make reasonable efforts to ensure the well-being of your pets during our service. However, any unpredictable behavior exhibited by pets is beyond our control. The client holds full responsibility for informing us of any potential risks posed by their pets before our staff enters the premises. This includes any history of aggression, illness, or other relevant information.

Gratuity: Hudson Property Services never requires tipping, but you may tip if you would like. On several occasions, we are asked what a “typical cleaning tip” should be. We let our clients know they are not required, but if they wish to do so 15-20% of your cleaning price is industry standard. Just leave your tip with your payment and management will make sure that the money is distributed properly. That is just a special thank-you for our hard work. Also, leaving us a note of appreciation means so much to us. We sincerely appreciate your business.

Your Valuables: If you have valuables or heirlooms, including but not limited to any irreplaceable, collectible or expensive objects, it’s preferred that these items be secure and put away to avoid potential accidents. You are responsible for letting us know of any valuables that you prefer we not clean or handle. Please secure jewelry, money, credit cards, and checkbooks. We are not responsible for missing items that have not been locked/secured for safekeeping. If there is an item that is believed to be missing, it must be reported to us within 24 hours from the completion of the service in efforts to properly investigate the issue.

Keys/Copies & Spares: If a key is provided upon entry of a home or place of business, we do require 2 additional sets to be placed in our secured key box in our office. This is to prevent lockouts, random quality checks if the tech has the key, or if a key is misplaced.

Loss or Breakage: Our staff is trained to take extra care of your belongings, however, rarely from time to time, something gets broken or damaged. If there is an item believed to be damaged by one of our cleaning professionals, it must be reported to the company within 24 hours from the completion of the service in efforts to properly investigate the issue. If we damage anything during the service being provided, we will notify the customer immediately. In the event an item is damaged or broken, we reserve the option to repair or replace the item. We cannot take responsibility for items that were broken because they were not properly attached or secured (for examples, a hanging picture that was improperly attached to the wall or an item that is propped against a surface, scratches to hard surface/hardwood floors with furniture that doesn’t have proper felt pads or something preventing scratches when being moved to clean around/under). Hudson Property Services is licensed, bonded and insured well beyond the minimum amounts purchased by many house cleaning companies. Ask our office for details on insurance limits.

Lifting & Climbing & Bending: Our employees are very important to us. We take extra precautions to keep them safe, so they do not climb higher than a 3 ft 2-step ladder, move or lift items heavier than 20 lbs. , or clean floors on their hands and knees, except for bathroom floors. These types of activities put our cleaning staff in danger of back injury or could even damage something in your home. However, there might be times when you want us to move furniture for example; tables, large chairs, etc. in these cases we are not responsible for; their breakage due to aged/old or faulty manufacturing nor are we responsible for any damage moving these items may cause to your floor. The cleaning team will not move furniture that contains electronics. The cleaning team will not pull out any appliances (for example a stove, fridge, washer/dryer) however if you move it prior to the cleaning visit to allow access we would be more than happy to clean the exposed areas. We do ask that you place the appliances back into their proper place as well.

Non-Solicitation of Employees: Hudson Property Services, LLC makes a significant investment in recruiting, certifying, and training only the most qualified cleaning technicians. During the term of this agreement and for a period of 1 year following its termination, the client agrees neither to solicit, directly or indirectly, nor hire any current or former Hudson Property Services, LLC employee, without the expressed written consent of Hudson Property Services, LLC and compensation of $3,000 for a referral fee to Hudson Property Services, LLC for its loss. Once the referral fee is paid, Hudson Property Services, LLC will no longer be responsible for managing the Cleaning Technician, including, but not limited to liability protection, information security, scheduling, government taxes, quality of services, and any other act pertaining to the daily work duties of the former employee. In the event of a breach of this agreement, the client agrees to pay Hudson Property Services, LLC the aforementioned referral fee within 14 days of hiring or soliciting a current or former Hudson Property Services, LLC employee. Failure to pay the referral fee within the specified time frame will entitle Hudson Property Services, LLC to seek legal remedies, including but not limited to monetary damages and injunctive relief.

100% Satisfaction Guarantee: Hudson Property Services, LLC strives to offer 5 star cleaning services for our clients. If you are unhappy with any cleaning service provided, please notify us within 24 hours of service for us to address and correct the problem. If we receive prompt notification, we will come back to examine the problem. If the problem involves the quality of service we have provided, we pledge to correct the problem at no charge. If we do not receive notice of a problem within 24 hours of the cleaning, or if you decide to correct the problem yourself, we are not able to correct the problem for you nor will we be able to compensate for your inconvenience.

Communication: All appointment changes must be scheduled by calling Hudson Property directly at (704) 486-7224 during business hours. Any other communication methods, including email and text messages, may not receive an immediate response. The client is able to edit their notification settings through the Client Portal. Hudson Property will make every effort to send automated text or email reminders for appointments, but these reminders are not guaranteed. Hudson Property reserves the right to record phone calls for quality assurance and training purposes.

Pricing: Pricing and/or Labor Hours are based on the accurate assessment of the condition of the home. If we find discrepancies with the description of the home provided or that the home requires more cleaning than agreed upon due to construction, events, changes within the home, overdue air filters, or any other unforeseen conditions, we may call the client for approval of the additional time required. If unable to contact client and client did not pre-approve additional time, Hudson will complete cleaning within the approved timeframe and the quality will be compromised.

Distractions: If Hudson Property’s technicians are subject to distractions that affect their ability to work, we reserve the right to request additional time for the cleaning. Distractions include pets, third party, unexpected activity, or contractors interfering with the technicians’ duties. We will do our best to work around the distractions, but frequent interruptions in our routine may prevent us from completing the cleaning in the time allotted. Additional time may be available for purchase or we may adjust our scope of work.

Labor Hours: Our time starts upon arrival to the home and ends after all necessary tasks pertaining to the scheduled cleaning are completed. This may include waiting for entry to the home, taking out the trash, cleaning equipment, loading supplies and/or a walkthrough/checklist being completed. Labor hours are itemized by the total hours of each employee present for your scheduled cleaning.

Scope of work: Hudson Property’s technicians are instructed to follow the requirements for the cleaning they are conducting with detailed work orders; they are not authorized to make adjustments or changes without approval from the office. If you would like additional services performed, please call our office or use the client portal prior to your scheduled cleaning. Add On services may require additional fees.

Safety & Liabilities: Hudson Property Services, LLC has the right to refuse service due to unsafe conditions and declare this a No Notice Cancellation and fees mentioned in these terms may apply.

• In-home temperatures should be comfortable prior to the start of service. Under no circumstances will services be performed in an environment that is not physically comfortable for labor. Recommended temperatures between 65-75 degrees.
• Hudson Property’s technicians are unable to climb on ladders higher than the two-step ladder they are issued to perform their work. Cleaning Technicians are not permitted to use step ladders provided by the client.
• The Client assumes responsibility to ensure utilities are in working order at the property on the scheduled
  date. If the property does not have electricity or running water, Hudson Property Services, LLC reserves the right to decline service and declare the job a No Notice Cancellation.
• Hudson Property will not accept liability for damages directly or indirectly caused by non-standard company cleaning products, tools and/or equipment requested to be used by the Client.
• Hudson is not liable for any damage caused from using a client’s vacuum cleaner upon the client’s request. Should the client request their vacuum cleaner as their preference for floor cleaning, the quality of the floor cleaning will not be guaranteed.
• Hudson’s staff is not responsible nor trained to perform any repair or maintenance to the client’s vacuum.
• Hudson Property will not be liable for items broken or damages due to wear-and-tear, nor damage caused by fixtures that are not properly secured. If we damage anything during the service being provided, we will notify the customer immediately. In the event we are at fault for an item damaged or broken, we reserve the option to repair or replace the item. Hudson Property may use their discretion to deem an area/item unserviceable due to liability in an effort to safely care for your home and your belongings.
• To protect the privacy and safety of our clients and our staff, exchanging phone numbers, email addresses, social media accounts, peer-to-peer payment systems, or any other means of communication are not permitted. All forms of communication are to go through the office directly

Insect/Rodent infestation: Hudson Property Services has the right to decline service if the home has visible infestation and may require professional pest services prior to cleaning. Hudson Property Services, LLC reserves the right to decline service and declare the job a No Notice Cancellation due to an active infestation. By agreeing to our services, you acknowledge that if an active infestation is present in your property at the time of our service, you assume full responsibility for any resulting damages or liabilities. In such cases, we reserve the right to pursue legal action to recover damages incurred by our company due to the infestation. It is your responsibility to ensure that your property is free from any active infestations prior to our service. We recommend seeking professional pest control assistance if you suspect or are aware of an active infestation.

Glass Shower Door(s): You are responsible for notifying us if your glass shower door(s) are NOT 100% secure. However, the team that arrives to service your home will inspect your shower door(s) to make sure that they are fully secure before cleaning the shower. If upon inspection the team recognizes that your shower door(s) are not fully secure you will be notified of the risks immediately. At that time, our cleaners will skip cleaning them to avoid damage. At your next cleaning, you have the option to decline service of your shower and/or shower door(s) or we can proceed with service. If the client decides to proceed with service of the shower and/or shower door(s) pictures of your shower door(s) will be taken prior to the start of servicing the shower doors(s). Additionally, the client agrees not to hold Hudson Property Services, LLC nor its employees responsible if this results in the shower door being damaged/broken. Hudson Property Services, LLC is not responsible for damage due to faulty and/or improper installation of any item.

A minuscule list of things we CANNOT do:

• Clean or remove blood or any bodily fluids, fire or water damage, or mold. We are not trained in these areas nor are we equipped
• Clean the interior of curio cabinets (will only dust exterior)
• Provide any pet or children-related services, nor empty diaper pails as well as picking dirty diapers off the
  floor
• Clean/Shampoo carpet
• Clean chandeliers or remove any light fixtures
• Provide fabric/furniture stain removal
• Wash walls
• Clean exterior of windows
• Remove paint
• Service outdoor areas
• Clean areas above the reach of our 2 ft step-ladder, except with our extendable duster
• Move or lift items over 20 lbs
• Disassemble light fixtures
• Disassemble seals on shower doors, ovens or refrigerators
• Disassemble any furniture to clean it
• Disassemble any appliance (besides oven racks and fridge shelves)
• Lift or move large or fragile items
• Work in homes where the self clean feature is engaged on an oven
• Hand scrub or steam clean floors
• Clean animal waste or litter
• Wash and put away dishes, if there are dishes in the sink, we will move them to clean the sink and place them back in the sink
• Laundry
• Our policy on encumbers, like a desk full of paperwork, if there are more than six items on the surface, we only swifter the items and the surface

If you have any questions about our policies please feel free to reach out to us! Hudson@hpsproperties.com or (704) 486-7224