Service Agreement & Policies

1. SERVICES AND WHAT'S INCLUDED

Your selected service includes the checklist shown with this agreement and on our What's Included page. Only items on that checklist are included.

2. EXTRAS AND ITEMS NOT OFFERED

Approved extras are charged at the listed flat price and must be selected or approved before they are performed. Items marked "Not offered," and anything not on your checklist or extras list, are outside our services, and our crew will decline them on-site. Standard Clean clients who want ceiling fans, window tracks, or inside the dishwasher cleaned should book a Deep Clean.

3. PRICING AND QUOTES

Residential prices are based on home size and the service selected. Your quote is an estimate and will be confirmed by Homestone before service. Same-day or urgent bookings carry a 50% surcharge. Recurring residential clients (weekly, bi-weekly, or monthly) receive 10% off. Homes larger than 7 bedrooms / 7 bathrooms are quoted individually.

If the home's condition requires significantly more work than described, we will contact you before continuing. Any additional charge requires your approval.

4. PAYMENT — RESIDENTIAL SERVICES

A 35% deposit is required to confirm your booking and is collected when Homestone confirms your appointment, not on this form. Your card is saved on file at that time. The remaining balance is charged automatically to your card on file on the day of service, before our crew arrives.

5. CANCELLATIONS — RESIDENTIAL SERVICES

Cancellations or rescheduling require at least 3 days' notice, and your deposit will be fully refunded. For late cancellations, no-shows, or visits where our crew cannot access the home, the deposit is kept as a late-cancellation fee equal to 35% of the service total.

6. AIRBNB / SHORT-TERM RENTAL TURNOVERS

Turnovers are billed at $70 per hour with a 4-hour minimum per turnover; final hours depend on the unit's condition. Turnovers are all-inclusive, with no add-ons. An optional monthly Deep Clean is billed at $70 per hour with a 4-hour minimum.

No deposit is required. Your card is saved on file and charged after each turnover or every two weeks, based on your billing preference.

You may cancel or reschedule a turnover at no charge any time before our crew leaves for the property. Cancellations after the crew has left, or visits where our crew cannot access the property, are charged 35% of the turnover price.

Hosts must keep at least one spare linen set per bed at the property, and guest supplies stored on-site for restocking.

Five-Star Promise: if a guest complains about cleanliness, we will re-clean at no charge.

7. CARD ON FILE AND PAYMENT AUTHORIZATION

How your card is stored: When your booking is confirmed, your card is saved securely by our payment processor, [payment processor]. Homestone never sees or stores your full card number; we only see the card type, the last 4 digits, and the expiration date.

What you authorize us to charge: By saving your card, you authorize Homestone Cleaning LLC to charge it for:

- the 35% booking deposit (residential services);

- the remaining balance on the day of service, before our crew arrives (residential services);

- each Airbnb turnover, after each turnover or every two weeks, based on your billing preference, and any optional monthly Deep Clean;

- extras you selected or approved;

- the same-day/urgent surcharge, if applicable;

- additional work due to the home's condition, only after you approve it;

- late-cancellation, no-show, or no-access fees as described in this agreement.

We will never charge your card for anything not listed above.

Receipts: You will receive an email receipt for every charge.

Updating or removing your card: You can update your card at any time by contacting us at hello@homestonecleaning.com or (310) 861-7864. You may ask us to remove your card once all services are completed and any balance is paid. Removing your card cancels any future scheduled services.

Declined payments: If a charge is declined, we will contact you. If payment cannot be completed before the scheduled service, we may reschedule or cancel the appointment.

Refunds: Approved refunds, such as a deposit refunded for a cancellation with 3 or more days' notice, are returned to the original card and typically appear within 5-10 business days, depending on your bank.

Questions about a charge: Please contact us first at hello@homestonecleaning.com or (310) 861-7864, and we will review it with you promptly.

8. HOME ACCESS

Client provides access by key, lockbox or smart-lock code, or by being present at the scheduled time.

9. SUPPLIES

Residential clients provide cleaning supplies and equipment. For Airbnb / short-term rental and commercial services, Homestone provides supplies and equipment.

10. SATISFACTION GUARANTEE

Report any issue within 24 hours of service, and we will return within 48 hours to re-clean the affected areas at no extra charge. Our guarantee covers re-cleans only; we do not issue refunds.

11. DAMAGE

Homestone carries general liability insurance. Any damage must be reported within 48 hours of service.

12. SAFETY AND RIGHT TO END SERVICE

Homestone reserves the right to refuse, stop, or end any service at any time, without prior notice, if our crew determines that conditions are unsafe. This includes, but is not limited to: biohazards (such as blood, bodily fluids, human or animal waste, needles, or sharps); mold; pest infestations; hoarding conditions; aggressive or unrestrained animals; hazardous chemicals or structural hazards; and any threatening, abusive, or inappropriate behavior toward our crew by anyone at the property.

If a service is ended under this section, no refund will be issued. This includes the deposit and any amount already charged, and Airbnb turnovers will be billed for the time scheduled or worked, whichever is greater. Our crew's decision on safety is final.

Work is limited to areas reachable with a 3-step ladder.

13. COMMERCIAL SERVICES

Commercial scope, pricing, and payment terms are set in a separate written quote.

14. ELECTRONIC SIGNATURES

Both parties agree that electronic signatures and initials on this agreement are as valid and binding as handwritten ones. This agreement takes effect when signed by the Client and countersigned by Homestone Cleaning LLC. A signed copy is emailed to the Client.

15. CONTACT

Homestone Cleaning LLC · 9100 Wilshire Blvd, East Tower, Suite 333-2060, Beverly Hills, CA 90212

(310) 861-7864 · hello@homestonecleaning.com