Please READ our Terms and Conditions prior to your service
Terms and Conditions
Your satisfaction is guaranteed.
If you are not completely satisfied with any part of your service we will
return to your home to re-clean the area/task within 24-hours. This will not
apply if you are home upon completion. If you are home and notice that the
cleaner overlook something please do not keep it to yourself, tell the cleaner
to re-clean the area or call our office before the cleaner leaves your home.
Please contact the office as soon as possible during our normal business hours.
HUG Services, Inc. has a 24 HOUR WARRANTY PERIOD from the day of completion of
the cleaning. If we have missed an area, damaged or broken an item, please call
within that time frame and we will come out and re-clean the area in question.
We work very hard to avoid these issues by training our staff to be careful and
detail oriented, and by inspecting our work. Complaints filed more than 24
hours after the completion of cleaning fall outside the warranty period, and
unfortunately may not be covered. HUG Services, Inc. will not be held
responsible for repair or replacement of items broken or damaged due to
pre-existing wear and tear, incorrect installation, assembly or usage.
HUG Services, Inc. is not responsible for not completing or providing
the Service as a result of a breach of a warranty by the Customer (including a
failure by the Customer to provide, a safe working environment or unencumbered
access to the Premises); or any damages caused by defective cleaning materials
or cleaning equipment provided by the Customer; not completing or providing the
Service as a result of the Cleaner not proceeding for health and safety
reasons; any loss or damage incurred by the Customer or any third party as a
result of the effects of a force majeure, being any event beyond the reasonable
control of HUG Services, Inc. not completing or providing the Service due to an
act or omission of the Customer or any other person at the Premises during
provision of the Service; existing dirt, wear, damage or stains that cannot be
completely cleaned or removed; any wear or discoloring of fabric or surfaces
becoming more visible once dirt has been removed; any loss incurred as a result
of any breakage or damage to goods, items of value (including antiques, items
of sentimental value) or the Premises; or the cost of any key replacement or
locksmith fees, unless keys were lost by HUG Services, Inc. or the Cleaner.
Payments are due in full upon
completion of service. For your convenience, we gladly accept the following
forms of payment: MasterCard/Visa, cash or check.
Any client that has presented a check that has been returned should note: HUG Services has an agreement with ChexSystems. That company will continue to use electronic funds transfers daily to withdraw the amount due, this will cause your bank account to incur substantial overdraft fees. It is always in your best interest to ensure that you have funds available to cover any item you write a check for. If a bank account is closed, ChexSystems and HUG Services immediately takes action in Magistrate court to collect all payments including court costs. In WV it is a criminal offense to pass a worthless check and in many cases if we have to file in Magistrate court this will be a criminal matter.
There are no refunds for gift
certificate purchases. Since cleaning is a very personalized and subjective
service, we cannot offer refunds to customers. However, we want you to be 100%
satisfied with HUG Services, Inc.!
Appointment Arrival Time Windows
If you wish to be present during
the cleaning visit, please be advised that we provide arrival windows of about
30 minutes, such as between 9am - 9:30am or 10am - 10:30am. Many things can
affect our schedules, such as cancellations, lockouts etc. If we happen to be
running late to your appointment you will be contacted as soon as possible and
provided with a new expected time of arrival.
Our employees are very important
to us, and we are determined to keep them safe, so they do not use tall ladders
or move anything heavier than 50 lbs. These types of activities put our maids
in danger of back injury or could even damage something in your home such as
scratches on your wood floors.... If you would like us to clean behind
appliances like a refrigerator, oven or furniture such as a sofa, please move
it prior to the cleaning visit to allow access to the area.
Although it's not necessary to
tip our employees it is encouraged, and of course the best way to say job well
done! You may include your tips with your payment and we will pass them along
to the maids or give it to them directly.
Returned Check Fee
A $35 fee will be assessed for
all cancelled or returned checks.
A $50 fee will be assessed for
all monies owed that must go to our collections office.
Credit Card Fee
All credit card payments will be
charged a $3.50 service charge and sales tax when applicable.
Additions and Amendments
Any changes to the Service to be
provided must be agreed by HUG Services, Inc. prior to the Service Time. If the
Customer requires any additional services or variations at the time the Service
is being performed, the Customer must first contact by telephone, who may agree
to provide the additional services in its absolute discretion. The Cleaner is
not authorized to agree to any changes to the Service being provided. The
Customer must not request such changes directly from the Cleaner. All
communication has to go through our office.
Customer Representations and
The Customer represents and
warrants that: it will provide a safe working environment at the Premises for
the Cleaner to perform the Service; the Cleaner will have unencumbered and
unobstructed access to those areas of the Premises requiring the Service; it
will provide the Cleaner with access to all services and utilities (including
hot and cold water, electricity, and rubbish bins) as required by the Cleaner
to provide the Service; it will provide all usual and necessary cleaning
equipment and materials required by the Cleaner to provide the Service, unless
other arrangements have been made with HUG Services, Inc. all cleaning
equipment and materials provided by the Customer are safe, have not been
tampered with and are in full working order; it will advise HUG Services, Inc.
prior to the commencement of the Service of any hazards, slippery surfaces,
risks or dangers, ingrained dirt, grease or grime at the Premises; it is
authorized to use the Premises and obtain the provision of Service; if the
Customer requires the Cleaner to clean behind or under any heavy items (e.g. a
fridge, bookshelf, or other furniture), it will move those items prior to the
commencement of the Service; and it will secure or remove any fragile,
delicate, breakable or valuable items, including cash, jeweler, works of art,
antiques, or items of sentimental value prior to the commencement of the
Health and Safety Risks
In addition to the obligations
and warranties set out in clause 3 above, the Customer acknowledges and agrees
that: the Cleaners is entitled to undertake a job safety analysis before the
commencement of any work to assess the health and safety risk at the Premises;
the Cleaner may, either before or during the provision of the Service not use
or cease using any materials or cleaning equipment provided by the Customer if
the Cleaner thinks, in his/her absolute discretion, that the use of such
materials or cleaning equipment poses a risk to health and safety. The Cleaner
may, either before or during the provision of the Service not provide or cease
the provision of the Service where carrying out the Service presents, in the
absolute discretion of the Cleaner, a risk to health and safety.
No Engagement of Cleaners
The Customer acknowledges HUG Services,
Inc. invests significant resources in recruiting, selecting and training its
Cleaners. Unless HUG Services, Inc. gives prior written permission, the
Customer must not, directly or indirectly, engage, employ or contract with any
Cleaner to provide domestic services to the Customer or any associate of the
customer for any period during which services are provided by HUG Services,
Inc. or for a period within 24 months after the conclusion of any Service. The
Customer acknowledges that HUG Services, Inc. may suffer loss and damage,
including, without limitation consequential loss, as a result of a breach of
this clause by the Customer. The Customer to be liable for any monetary or consequential
loss the company has due to this breach of contract.
The actual price payable by the
Customer is calculated on the total number of hours worked by the Cleaner. Any
price quoted by HUG Services, Inc. is an estimate only based on HUG Services’
experience, without inspection, and based on information provided by the
Customer. When our cleaners get to the job, they will access the job for an
accurate quote. If at the commencement or during the course of providing the
Service, it is apparent that the actual cost of the Service will exceed the
quote provided by HUG Services, Inc.; HUG Services, Inc. will provide the
Customer with the option to pay an increased fee to complete the Service, or
pay the quoted amount without the Service being completed. The Customer must
inform HUG Services, Inc. whether any cleaning services required are for an
'end of tenancy' at the time of quotation.
The Customer may make a booking
personally over the telephone and/or email. We do not accept third party
booking unless he or she will be paying for the service. At the time of booking
the Customer must provide details of any hazards, slippery surfaces, risks or
dangers, ingrained dirt, grease or grime located at the Premises; HUG Services,
Inc. provides all quotations at the time of booking. The Customer agrees to
provide HUG Services, Inc. with their valid credit card details at the time of
booking, and authorizes HUG Services, Inc. to debit any card with an amount
equal to any service and/or cancellation fees that may apply under this
Agreement. HUG Services, Inc. reserves the right not to accept a booking for
The Customer agrees to pay the
price quoted by HUG Services, Inc. in full prior to or at the Service Time,
unless otherwise agreed in advance with HUG Services, Inc. If no payment has
been made by the Service Time, HUG Services, Inc. will use reasonable endeavors
to contact the Customer for payment. In the event that HUG Services, Inc.
cannot contact the Customer or payment is not made by the Service Time, the Customer
will be deemed to have cancelled the Service, and the Customer must pay any
cancellation fees. Payments may be made via credit card, check or in cash.
Late Payment Fee
Where HUG Services, Inc. has
agreed to invoice the Customer for payment of fees after the Service has been
completed, the Customer agrees to pay in full, all fees due, within 14 days of
the invoice date for commercial cleaning. Residential cleaning customers agree
to pay in full upon completion of the job. The Customer agrees that if HUG Services,
Inc. has not received payment in full for the Service within one calendar month
of the original invoice date then a late payment fee of $25 applies for the
first month. Interest will be charged on the fixed rate of 10% per annum on
each day that any amount remains outstanding thereafter. In addition to the
amounts set out above, the Customer agrees to indemnify HUG Services, Inc. for
all legal costs (on a solicitor and own client or full indemnity basis,
whichever is greater) and other expenses incurred by HUG Services, Inc. in
connection with a demand, action, or other proceeding (including mediation, out
of court settlement or any action taken for recovery of debt from the Customer)
arising out of a breach of these terms including the failure by the Customer to
pay an amount by the due date.
If a Cleaner fails to attend the
Premises within 1 hour of the Service Time and does not provide the requested
Service, HUG Services, Inc. will provide the Customer with either: a full
refund of payments made by the Customer; or offer to reschedule the Service at
another time mutually agreed between the Customer and HUG Services, Inc.
Fee for Non-access to Premises
In the event that the Customer
does not provide unencumbered access to the Premises for HUG Services, Inc. or
its Cleaners to provide the Service, the Customer agrees to pay a cancellation
fee equivalent to 2 hours cleaning (inclusive of GST) for administrative and
This Agreement may be terminated
by the Customer by providing at least 72 hours’ notice prior to the Service
Time. HUG may terminate this Agreement by providing the Customer with at least
72 hours’ notice prior to the Service Time. HUG Services, Inc. may terminate
this Agreement with immediate effect if the Customer is in breach of this
Agreement, and in the opinion of HUG Services, Inc., that breach is incapable
The Customer acknowledges that
any information provided by the Customer may be used by HUG Services, Inc. for
the purpose of providing the Service. HUG Services, Inc. agrees not to share
any information provided by the Customer with any third party not directly
involved in the provision of the Service (unless required to do so by law). The
Customer agrees to HUG Services, Inc. communicating with them electronically
and/or via other means in order to provide the Service or for reasons related
to the provision of the Service. HUG Services, Inc. will take all reasonable
precautions to protect personal information provided by the Customer from loss,
misuse, unauthorized access or disclosure, alteration or destruction.
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