Service Policies

To ensure a respectful, smooth, and safe experience, please review the following policies. These apply to all services, including cleaning, styling, and staging. By booking with Haven & Home, you agree to these terms.

Booking & Payment

First-Time / One-Time Clients: Full payment is required upfront at booking.
Larger Jobs (Deep Cleans, Move-Outs, Staging): A 50% deposit is required at booking. The remaining balance is due the same day after service or within 24 hours.
Recurring Clients: Payment is due the same day or within 24 hours of each service.
All quotes are based on client-provided information. Pricing may be adjusted if actual conditions differ from what was disclosed.
Adjusted invoices may be issued before, during, or after service. Payment of any balance is due within 24 hours.
Haven & Home accepts PayPal and approved digital payment platforms.
Industry Standard: Upfront payment for new clients, deposits for larger jobs, and same-day payment for established clients.

Recurring Service Discount Policy

Haven & Home offers a 20% discount on the hourly rate for clients who commit to recurring services.

To qualify:

Recurring services must be scheduled as weekly, biweekly, or monthly at the time of booking.
The first cleaning is billed at the standard hourly rate.
The discount begins after three (3) consecutive recurring appointments are completed.
If a client cancels, skips, or reduces frequency, the discount is removed and standard rates resume.
One-time cleanings do not qualify, unless an official Haven & Home promotion specifically applies to single appointments.

This policy ensures fairness, protects availability, and supports consistent, high-quality service.

Cancellation & Rescheduling

24 hours’ notice is required to cancel or reschedule an appointment.
Cancellations made with proper notice are issued as a service credit toward a future clean.
Cancellations with less than 24 hours’ notice may result in forfeited payment unless due to emergency or safety concerns.
I strive to remain flexible while also protecting reserved time for each home.

Accurate Property Information & Re-Quotes

Clients must provide accurate details regarding size, layout, and condition. All quotes rely on this information.
Haven & Home reserves the right to adjust rates or refuse service if discrepancies are discovered.
After-Service Re-Quote: If misrepresentation is found after service (incorrect square footage, excessive clutter, undisclosed conditions), an adjusted invoice will be issued. Payment is due within 24 hours.
Repeated misrepresentation may result in refusal of future service.

Post-Service Walkthrough & Communication

A walkthrough (in person or by photos) is encouraged at service completion.
Any concerns must be raised within 24 hours of service. After this period, the work is considered accepted and final.

Biohazards, Limitations & Safety

Haven & Home does not handle: pet waste, blood, mold, hoarding, hazardous materials, structural repairs, or heavy lifting.

Excessive clutter or unsafe environments may result in re-quotes or refusal of service.
If access is delayed, denied, or unsafe, the appointment may be canceled at the client’s expense.

Client-Provided Supplies Policy

Clients may request the use of their own cleaning products or tools.

When client-provided supplies are used:

Haven & Home is not liable for product performance, surface reactions, equipment failure, or any results, damage, or adverse effects related to those items.
All provided products must be safe, non-hazardous, and in proper working condition.
The client understands that results may vary when using their own supplies.

This allows flexibility while ensuring safety and clarity.

Styling & Staging Scope

All styling and staging services are non-clinical and visual only.
Haven & Home does not provide remodeling, structural design, construction, or therapy services.

For vacant or unfurnished homes:

Clients are responsible for providing or renting the main furniture pieces, such as sofas, beds, dining sets, and other large items.
Haven & Home can offer guidance on recommended furniture rental options if needed.
I will bring decor and styling elements, including accessories, textiles, greenery, artwork, and visual accents to create a warm, welcoming, and photo-ready environment.
Haven & Home does not supply or transport large furniture pieces.
All decor items provided by Haven & Home are for temporary staging use only and must be returned in their original condition.

This ensures a beautiful, inviting presentation while maintaining clear expectations around what is furnished by the client versus what is stylist-provided decor.

Company Protections & Liability

Haven & Home reserves the right to refuse or terminate services at any time if client behavior, property conditions, or safety concerns interfere with completion of work.
Haven & Home is not liable for pre-existing damage, structural issues, normal wear and tear, or outcomes beyond the agreed scope of work.
Property conditions may be documented before and after service for mutual protection.

Pet & Animal Safety Policy

I care deeply about the well-being of your pets and want to make sure they stay safe during your cleaning or styling appointment. To protect both your animals and myself, I kindly ask that all pets be kept in a separate room, crate, or safe area for the duration of the service.

Even the friendliest pets can become curious, anxious, or protective around new people, movement, or equipment. Cleaning products, cords, tools, and open doors can also create unintentional risks for your animals, such as ingestion, irritation, or accidental injury.

To ensure a calm, safe environment for everyone:

Pets should be secured before I arrive and remain in their safe space until the service is complete.
This helps prevent accidental exposure to cleaning supplies, stress from noise or movement, or unintentional injuries.
If a pet is roaming freely or becomes anxious, overly curious, or protective, I may need to pause or reschedule the service for safety.
Clients are responsible for their animals’ behavior and safety during the appointment.

Thank you for helping me create a safe and positive experience for your home and for your pets.

Dispute Resolution

All concerns must be submitted in writing within 24 hours of service.
Haven & Home will make reasonable efforts to resolve issues fairly.
If resolution cannot be reached, Haven & Home may decline further services.