Introduction
Welcome to Baltimore HCS Home Cleaning Services (referred to as "Baltimore HCS," "we," or "our"). These Terms and Conditions ("Terms") govern your access to and use of our website and the services we offer. By using our website or booking our cleaning services, you agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not use our website or services.
For information about how we collect, use, and protect your personal information, please review our Privacy Policy. Your use of our services is also subject to the Privacy Policy, which is incorporated by reference into these Terms.
Use of Services
Baltimore HCS provides professional home cleaning services in Maryland. You may use our website and services only for lawful, personal, and non-commercial purposes. Permitted uses of our site include: learning about our company and services, booking cleaning appointments, managing your bookings, and contacting us with inquiries.
By using our site or services, you agree not to:
Use the website in any way that violates any applicable law or regulation.
Engage in any fraudulent or malicious activity on the site (such as attempting to hack the site, spread malware, or disrupt service for other users).
Copy, modify, distribute, or create derivative works from our website content without our prior written permission (except for caching or as necessary for personal use to utilize our services).
Misrepresent your identity or provide false information when using the site or booking services.
You must be at least 18 years old (or the age of legal majority in your jurisdiction) to use our booking services. If you are under 18, a parent or guardian must book services on your behalf. We reserve the right to refuse service, suspend accounts, or restrict access to the website if we believe you have violated these Terms or engaged in unlawful or inappropriate behavior.
Account Registration (Future Services)
Currently, our website does not require you to create a user account in order to book cleaning services. All bookings are handled through our third-party client portal (Jobber) as described below. In the future, we may offer the ability to create a Baltimore HCS user account for managing appointments or additional features.
If and when user accounts become available on our site, users will be required to provide certain registration information (such as name, email, and a password) and must keep that information accurate and up to date. You will be responsible for maintaining the confidentiality of any account login credentials and for all activities that occur under your account. Any future accounts will be subject to these Terms (and any additional terms we may provide at that time). We will update our Terms and notify users when account features are introduced.
Booking and Payments
Booking Services: You can schedule and purchase our cleaning services through our website’s online booking system. When you proceed to book a cleaning, our site will direct you to a secure third-party platform, Jobber, which we use to manage appointments and payments. You must provide accurate and complete information during booking (such as your name, address where service is to be performed, valid contact information, and any relevant details about your home or cleaning requirements). Booking requests are subject to acceptance and availability – we will confirm your appointment via email or through the Jobber client portal.
Payments: All payments for our services are processed through the Jobber client portal, which is a third-party service we use for invoicing and payment collection. You may be required to enter a valid payment method (such as a credit or debit card) when booking or prior to the service date. By submitting your payment information, you authorize Baltimore HCS and our payment processor (via Jobber) to charge your provided payment method for the service fees and any applicable taxes or charges associated with your booking. We do not collect or store your credit card details directly on our servers; all sensitive payment data is handled by Jobber and its payment processing partners on our behalf.
Pricing: Service prices or rates will be communicated to you before you confirm a booking, either via an online quote, a listed price for standard services, or a custom estimate. All prices are listed in U.S. dollars and may be subject to applicable taxes or fees (if any). We strive to honor all quoted prices; however, if we arrive and find that the scope of work is significantly different from what was originally requested (e.g. the home is substantially larger or in extreme condition beyond the service selected), we will communicate any necessary price adjustments before proceeding. You have the right to accept the new price or cancel the service (cancellation fees may not apply in such cases of scope change, to be discussed with you).
Receipts and Invoices: After your payment is processed, you will receive a confirmation and receipt via the Jobber portal or via email. If your payment method is declined or if an invoice is not paid when due, we reserve the right to suspend or cancel the scheduled service until payment is resolved. Late payments may be subject to additional charges or interest as permitted by law (though we will always attempt to work with you first to resolve payment issues).
Cancellations and Rescheduling
We understand that plans can change. If you need to cancel or reschedule a cleaning appointment, please follow the guidelines below:
Notice Requirement: Provide at least 48 hours’ notice before your scheduled service time to cancel or reschedule without penalty. You can cancel or request a new time by contacting us (by phone or email) or through the Jobber client portal (if that functionality is available to you). The timestamp of your cancellation request (or the time we receive your call/email) will determine if the 48-hour notice requirement is met.
Late Cancellation Fee: If you cancel or reschedule with less than 48 hours notice before the appointment, we reserve the right to charge a cancellation fee equal to 50% of the quoted service price. This fee covers a portion of the time and resources we set aside for your booking. By accepting these Terms and booking a service, you agree that we may charge this 50% fee to your credit card on file (via our payment processor) in the event of a late cancellation or no-show.
No-Show / Inaccessibility: If our cleaning team arrives at your location at the scheduled time but is unable to access the property or is turned away (for example, if no one is home as arranged, if a key/code does not work, or if entry is denied), this will be treated as a cancellation without adequate notice. In such case, the 50% late cancellation fee may be applied. To avoid this, please ensure we have correct access information and that someone is present if required.
Rescheduling: If you request to reschedule with at least 48 hours notice, we will do our best to accommodate a new date and time that works for you. Rescheduling a service with short notice (less than 48 hours prior) may incur the same 50% fee at our discretion (essentially treating it as a cancellation of the original appointment). We may, at our discretion, waive or reduce fees for last-minute changes in special circumstances (e.g. emergencies), but this is not guaranteed.
Company Cancellations: In rare cases, Baltimore HCS may need to cancel or reschedule an appointment (for example, due to severe weather, unexpected staff unavailability, or unsafe conditions). If we initiate a cancellation, we will provide as much notice as possible and will work with you to reschedule the service at a convenient time. There will be no charge or penalty to you for cancellations or changes that we initiate. If you had pre-paid for a service that we must cancel and you prefer not to reschedule, we will provide you a full refund.
How to Cancel: To cancel or change an appointment, please contact us at [Phone Number] or [Email Address] (or use the cancellation feature in the online portal, if available). Cancellations are effective once confirmed by us. We recommend contacting us as soon as you know you cannot keep a scheduled appointment.
By booking our services, you acknowledge the above cancellation policy and agree that any applicable late cancellation fees may be charged as described.
Satisfaction Guarantee and Service Quality
Your satisfaction is extremely important to us. Baltimore HCS Home Cleaning Services proudly offers a 100% Satisfaction Guarantee. If you are not satisfied with any aspect of the cleaning service provided, please let us know as soon as possible, ideally within 24 hours of your service:
Reporting an Issue: Contact us by phone or email within 24 hours of your cleaning appointment to report any concerns or areas we may have missed. Please be as specific as possible about the issue so we can address it effectively.
Resolution Efforts: When you report a service issue, we will make reasonable efforts to resolve it. This may include scheduling a re-clean of the affected areas at no additional cost to you, or another appropriate remedy, at our discretion. Our goal is to correct any legitimate oversight and ensure you are happy with the result.
Limitations: The satisfaction guarantee applies to the quality of cleaning performed. It does not cover pre-existing conditions that cannot be remedied by cleaning (for example, permanent stains, damage that existed before our service, or issues beyond the scope of the agreed service). Additionally, if you report an issue more than 24 hours after the service, we will take the feedback into account but may not be able to offer a free re-clean or refund, as the condition of the property could have changed after our visit.
Refunds: We typically do not provide cash refunds for completed services if we have been given the opportunity to re-clean or otherwise fix any problems. Refunds or partial credits are issued at our discretion in cases where a re-clean cannot address the issue or other extraordinary circumstances. Our focus will always be on working with you to make it right.
We value your feedback. It helps us improve and ensures we deliver on our promise of quality. If you have any suggestions or additional comments, please feel free to share them with us.
Client Responsibilities (Access and Safety)
To help us provide you with the best service, we ask that you fulfill certain responsibilities as our client:
Home Access: You must provide our cleaning team with safe and timely access to the premises at the scheduled service time. This may involve arranging for someone to be present to let our cleaners in, providing a key, access code, or any necessary entry instructions ahead of time. If you live in a gated community or secured building, please ensure we have the correct information to gain entry.
Utilities and Environment: Please ensure that we have running water and electricity during the cleaning appointment, as our equipment and procedures may require them. The environment should also be in a safe condition for our staff to perform their work. If there are any known hazards in your home (e.g., a slippery floor, construction in progress, a dangerous pet, etc.), inform us in advance so our team can take proper precautions. We reserve the right to refuse or suspend service if we encounter unsafe or unsanitary conditions that were not disclosed, and such situations may be treated as a late cancellation by the client.
Secure Valuables and Fragile Items: While we take great care in your home, it is helpful if you secure any valuables, delicate items, or heirlooms prior to our arrival. If there are any items or areas that are off-limits or require special handling, please communicate this to us before we begin. We are not responsible for damage to items that were not reasonably handled improperly by our staff (for example, items already cracked or unstable, normal wear and tear, etc.). See “Limitation of Liability” below for more details on damage policies.
Pets: If you have pets at home, please ensure they are secured or comfortable with strangers and vacuums/noises. We love pets, but for their safety and our staff’s safety, you may need to confine or relocate pets during our visit (especially territorial or anxious animals). Let us know if there are any special instructions regarding your pets.
Home Preparation: Generally, you do not need to do any heavy cleaning before we arrive – that's what we’re there for! However, a certain level of tidiness will allow our team to focus on deep cleaning rather than basic organizing. For example, if floors are heavily cluttered or surfaces are covered with many personal items, our team may clean around those items. A quick pickup of toys, clothes, or dishes beforehand can help us do a more thorough job. If a home is excessively cluttered or in extreme condition beyond what was booked (e.g., a standard cleaning was booked but the home requires a deep clean or trash removal), we may need to adjust the service or price (with your approval) or schedule a follow-up appointment.
Honest Communication: Please provide complete and accurate information about your home and cleaning needs. If you know of any material facts (like a surface that scratches easily, a broken appliance, or a security alarm) that would affect how we provide service, letting us know in advance helps prevent problems.
By adhering to the above, you help us maintain a high level of service quality and safety for everyone involved. We truly appreciate your cooperation and preparation.
Third-Party Services and Links
In order to deliver our services efficiently, Baltimore HCS utilizes certain third-party platforms and services. By using our website or booking a service, you may also be engaging with these third parties, and your use of their services might be subject to their own terms and conditions. Key third-party services we use include:
Jobber (Scheduling & Payment Platform): We use a third-party software called Jobber to manage client appointments, communications, and payments. When you click to book or manage a service on our website, you may be redirected to Jobber’s client portal (which might have a URL or interface branded as Jobber or our company). Any information you enter into the Jobber portal is subject to Jobber’s terms of service and privacy policy. We trust Jobber as a reputable service provider, but Baltimore HCS is not responsible for the content, reliability, or functionality of the Jobber platform. If you experience technical issues with the portal, we will do our best to assist or provide an alternative way to book, but we cannot guarantee the portal’s performance. (Note: Jobber’s privacy and security practices are robust – see our Privacy Policy for how your data is handled.)
Analytics and Advertising Partners: Our website may include integrations with analytics and advertising services such as Google Analytics, Google Ads, and Facebook (Meta) Pixel. These services are operated by third parties (Google and Facebook) that collect data about user interactions on our site (often via cookies or scripts). While we use the insights from these services to improve our business and marketing, we do not control the tools themselves. They operate under their own terms. For example, Google’s and Facebook’s terms may apply to the data they collect (e.g., Google’s terms for Analytics usage). More details about these services are provided in our Privacy Policy. By using our site, you acknowledge that third-party analytics/ads services will process your data as outlined in our Privacy Policy, but Baltimore HCS is not liable for how those third-party services function beyond our direct control.
External Links: Our website or communications may occasionally contain links to third-party websites or resources (for example, a link to an article on cleaning tips, or a social media page). These links are provided for convenience or reference only. We do not endorse and are not responsible for the content, products, services, or information found on any external websites. If you click on a third-party link, you do so at your own risk, and your use of those websites will be subject to their own terms and policies.
In summary, while we carefully choose third-party tools to enhance your experience (and we make efforts to ensure they are reputable and secure), any third-party services are outside the direct control of Baltimore HCS. We are not liable for any issues, losses, or damages arising from the use of third-party platforms. If you have concerns about any third-party integration on our site, please contact us and we will provide as much assistance as reasonably possible.
Intellectual Property
All content and materials on the Baltimore HCS website – including but not limited to text, graphics, logos, icons, images, audio clips, videos, software, and overall design – are the property of Baltimore HCS Home Cleaning Services (or our content suppliers) and are protected by copyright, trademark, and other intellectual property laws. Baltimore HCS™ and the Baltimore HCS logo are trademarks/service marks of our company. Unauthorized use of any trademarks, logos, or copyrighted material owned by us is strictly prohibited.
Permitted Use: You are granted a limited, non-exclusive, non-transferable license to access and make personal, non-commercial use of our website and its content for the sole purpose of learning about our services or booking a cleaning. You may not reproduce, publish, transmit, distribute, modify, create derivative works from, sell, or exploit any of the site content or the service descriptions for any commercial purpose without our express written consent. The only exception is that you may temporarily download or cache pages of our website for normal browsing and personal reference, and you may print out information (such as a service description or a copy of these Terms) for your personal use.
If you submit any feedback, comments, or suggestions to us about our services or website, you agree that we may use and share such feedback for any purpose without obligation to you. (For example, if you suggest a new service offering and we adopt it, we are not required to compensate you.) Any public reviews or testimonials you provide about our services (with your consent to publish) may be used on our site or marketing materials. We will not include your last name or specific identifying details in testimonials without your permission.
Limitation of Liability
By using our services, you understand and agree to the following limitations on our liability:
Service-Related Damages: Baltimore HCS will exercise reasonable skill and care in delivering our cleaning services. However, except in cases of gross negligence or intentional misconduct by us, we are not liable for any accidental damage or loss that may occur during the performance of our services beyond the amount of the fee you paid for that service. We are fully insured and bonded; in the unlikely event that our team causes damage to your property, we will work with you to resolve the issue promptly (including filing insurance claims as appropriate). However, we are not responsible for pre-existing conditions or damage in your home, normal wear and tear of furnishings, or damage to items that were improperly installed or inherently fragile. Any claim for damage caused by our service must be reported to us within 24 hours of your service appointment (as noted in the Satisfaction Guarantee section) to be considered.
Indirect or Consequential Damages: To the fullest extent permitted by law, Baltimore HCS and its owners, employees, or agents will not be liable for any indirect, incidental, consequential, special, or punitive damages. This includes, for example, any loss of profits or revenue, loss of data, loss of use, cost of substitute services, or other intangible losses arising out of or related to your use of our website or services, even if we have been advised of the possibility of such damages.
Website Use: We strive to maintain a secure, accessible website, but we do not guarantee that our site will be uninterrupted or error-free at all times. From time to time, the site may be unavailable due to maintenance or technical issues. Baltimore HCS is not liable for any damages or losses resulting from your inability to access the site, any viruses or harmful components acquired from the site (we take precautions to prevent these), or errors/inaccuracies in the content on the site. The content on our website is provided for general information and marketing purposes; it may not always be up to date or free of minor errors (such as typographical mistakes), though we do our best to keep it accurate.
Third-Party Platforms: As noted, we rely on third-party platforms like Jobber for parts of our service delivery. Baltimore HCS is not responsible for outages, breaches, or errors originating from third-party systems. In the event that a third-party service failure affects you (for example, a payment processor error or scheduling system outage), our liability is limited to working with the provider to help resolve the issue or, if necessary, rescheduling your service or refunding any payment that was not properly processed.
Maximum Liability: In any case, our total liability to you for any claim arising out of or relating to our services or these Terms is limited to the amount you have paid us for the applicable cleaning service in the last six (6) months preceding the event giving rise to the claim. If the claim does not relate to a specific service (for example, a dispute regarding these website Terms themselves), then our liability is limited to $100.00 USD as a reasonable estimate of any possible damages.
Some jurisdictions do not allow the exclusion or limitation of certain warranties or liabilities, so some of the above limitations may not fully apply to you. In such cases, our liability is limited to the maximum extent permitted by applicable law.
Indemnification
You agree to indemnify, defend, and hold harmless Baltimore HCS Home Cleaning Services, its parent company, affiliates, owners, employees, contractors, and agents (collectively, the "Company Parties") from and against any and all claims, liabilities, losses, expenses, damages, and costs (including reasonable attorneys’ fees) that arise out of or are related to:
Your breach of these Terms and Conditions or any policy referenced herein,
Your use of our website or services (including any activities under your account, if an account system is in place), or
Your violation of any law or the rights of a third party in connection with your use of our services.
This indemnification obligation means that if a third party (or other entity) makes a claim against the Company Parties because of something you did (or failed to do) in violation of these Terms or the law, you will be responsible for any resulting harm to us, including covering the costs of legal defense and any damages. We will promptly notify you of any such claim and, at our discretion, give you the opportunity to handle the defense (provided you use counsel reasonably acceptable to us), though we reserve the right to participate in the defense and control of any matter at our own expense.
This section will survive any termination of your relationship with Baltimore HCS.
Changes to These Terms
Baltimore HCS reserves the right to modify or update these Terms and Conditions at any time. If we make material changes to the Terms, we will post the updated Terms on our website and update the "Last Updated" date at the top of this page. In some cases, we may also notify you of significant changes via email or by posting a notice on our site (for example, if you have an upcoming appointment or an account with us when changes occur).
Continued use of our website or services after any changes to the Terms constitutes your acceptance of those changes. It is your responsibility to review these Terms periodically for any updates. If you do not agree to a revised term or condition, you should discontinue use of our services and site.
Governing Law and Dispute Resolution
These Terms and Conditions, and any disputes arising out of or relating to these Terms or the services provided by Baltimore HCS, shall be governed by the laws of the State of Maryland, USA, without regard to its conflict of law principles.
In the event of any dispute or claim between you and Baltimore HCS, we strongly encourage attempting to resolve the issue amicably by contacting us first. Often, issues can be resolved through our customer service without formal proceedings. However, if a resolution cannot be reached, then the following provisions apply:
Jurisdiction and Venue: You agree that any legal action or proceeding concerning a dispute will be brought exclusively in the state or federal courts located within the State of Maryland. You hereby consent to the personal jurisdiction of those courts and waive any objections based on inconvenient forum or other jurisdictional grounds.
Waiver of Jury Trial: To the extent permitted by law, both you and Baltimore HCS waive the right to a trial by jury in any litigation arising out of or related to these Terms or our services.
Limitation on Claims: You agree that any claim or cause of action arising out of your use of the services or these Terms must be filed within one (1) week after such claim or cause of action arose, or it will be forever barred. (This does not apply to consumers in jurisdictions where such limitation is not permitted.)
Nothing in this section limits our right to seek injunctive or equitable relief for unlawful use of intellectual property or unauthorized use of the services (for example, we may seek a court injunction to prevent someone from misusing our trademarks or hacking our site, without first engaging in informal dispute resolution).
Contact Information
If you have any questions, concerns, or comments about these Terms and Conditions, you can contact us using the information below. We welcome your feedback and will do our best to address any issues:
Company: Baltimore HCS Home Cleaning Services
Address: 190 W Ostend St Suite #235, Baltimore, MD 21230
Phone: +1 (443) 759-5009
Email: info@baltimorehcs.com
By using our website or booking our services, you acknowledge that you have read, understood, and agree to these Terms and Conditions. Thank you for choosing Baltimore HCS Home Cleaning Services — we look forward to providing you with a clean and comfortable home!