Service agreement

Homewick provides residential cleaning for apartments and houses in the Dallas-Fort Worth Metroplex. Cleaning is carried out by cleaners engaged by Homewick. Assignments, billing, scheduling, and customer communication are handled by the company. Please direct any request or complaint to Homewick rather than to the cleaner on site. Cleaners are not authorized to negotiate scope, price, or scheduling.

Apartments are charged at the rates published on this site. Houses fall outside those rates and are quoted individually by square footage; the quoted price is the agreed price for that booking.

• A membership includes the cleanings its tier states per billing period, 2 on the twice-a-month membership and 1 on the once-a-month membership. Your billing period is anchored to your signup date, not the calendar month.
• Unused cleanings do not roll over. They expire at the end of the billing period in which they were issued. A visit you skip consumes its allotment in the same way a completed visit does.
• Visits may be rescheduled within their own billing period. A visit cannot be moved into a later period.
• Twice-a-month members may claim one free add-on per billing period from the eligible list. It must be selected when booking the visit so that it forms part of the cleaner's assignment; it cannot be requested at the door. The entitlement resets each period and does not accumulate. The once-a-month membership does not include a free add-on.
• A new twice-a-month member's first billing period is charged at 15% off and includes the same number of cleanings as any other period. Subsequent periods are charged at the standard rate. The once-a-month membership is charged at its standard rate from the first period.
• Members receive 10% off additional add-ons, priority scheduling, and the same cleaner whenever scheduling permits. Continuity of cleaner is an intention, not a guarantee.

• Apartment rates are published on this site and charged as published. House cleaning is quoted individually and charged at the price agreed for that booking. Cleaners do not quote or collect payment on site.
• Payment is processed by Stripe. Card details are entered directly with Stripe and are never received or stored on Homewick's systems.
• Some bookings are agreed with a card held on file rather than paid up front. Where that applies, you are told the amount before you enter the card, nothing is taken at that time, and the agreed amount is charged on the morning of your cleaning. Adding the card is your authorisation for that single charge. It is not used for anything else, no further amount is taken without your agreement, and Stripe emails you a receipt as soon as the payment goes through.
• A one-time $15 surcharge applies when there are pets in the home. It is charged once, on your first booking, and is not repeated on later visits.
• Rates are reviewed annually. Any change takes effect only after at least 30 days' written notice, and applies from the first billing period beginning on or after the effective date. Your rate is fixed to your subscription at signup; a change to published pricing does not by itself change what an existing member pays.

Membership may be cancelled with 14 days' notice. If notice is given with 14 or more days remaining in the current billing period, service ends at the end of that period. If notice is given with less than 14 days remaining, service continues through the end of the following period. Cleanings continue to be scheduled and delivered up to the end date, and the membership is not refunded on a partial-period basis.

A one-time cleaning may be cancelled from your account at any time before it takes place. What is retained depends on the notice given, measured from the scheduled start of the visit:

• 48 hours' notice or more: refunded in full, with no fee.
• Between 24 and 48 hours' notice: 50% of the price paid is retained and the balance refunded.
• Less than 24 hours' notice: the full price is retained and no refund is due.

Being unable to gain lawful entry at the scheduled time is treated as a cancellation with less than 24 hours' notice. The cleaner has travelled and the appointment cannot be resold. If you are locked out through no fault of your own, get in touch and we will look at it, but the entitlement above is what this agreement provides.

Refunds are issued to the original payment method and are typically visible within a few working days, depending on the card issuer.

You are responsible for providing a lawful means of entry, such as a gate code, a door code, or a key location. Entry information is stored encrypted and separately from your other account details, is disclosed only to the cleaner assigned to your visit on the day of service, and every disclosure is logged.

If our cleaner cannot gain entry at the scheduled time, we will attempt to reach you. If entry cannot be obtained, a membership cleaning is treated as skipped and consumes its allotment for the period, and a one-time cleaning is treated under section 4 as a cancellation with less than 24 hours' notice.

Cleaners will not move heavy furniture or appliances, handle biohazardous material, use ladders beyond a two-step stool, or clean exterior windows above ground level. We may decline or re-scope a visit where the condition of the home makes the booked service unsafe or materially different from what was booked; you will be contacted before any change in price.

Please secure cash, jewelry, and irreplaceable items before a visit.

Laundry, where booked, is performed at the customer's own risk. Homewick accepts no liability for shrinkage, color transfer, or other damage to garments or linens arising from laundering, regardless of care-label compliance. Bed linen changing, which is included in every clean, is not laundry.

Tell us within 48 hours of the visit and we will return and re-clean the areas concerned at no charge. This is the primary remedy under this agreement. We ask for the opportunity to correct the work before any other resolution is sought.

We contact you by email about your service. That covers your booking confirmation and payment link, a reminder before a visit, a note when a booking is cancelled and what was refunded, a request for feedback after a clean, and anything we need to ask you about access. These are notifications rather than a support channel, so replies to them are not monitored.

Two of our emails are not strictly about a booking you have already made: a monthly reminder to claim the free add-on your membership includes, and a note when a membership ends inviting you to start again. Both carry an unsubscribe link, and using it stops those two without affecting anything you need in order to be cleaned.

We do not currently send text messages. If you ticked the box at booking we have recorded your consent, and if we introduce text notifications later they will cover scheduling only. Message frequency would vary by how often you are cleaned, message and data rates may apply, and you would be able to reply STOP at any time to unsubscribe or HELP for assistance. Consent is not a condition of purchase, and we do not send marketing messages on this basis.

We ask every customer for feedback after a visit and we give every customer the same public review link regardless of what they tell us. Ratings are used to put things right, never to decide who is invited to review us.

These terms are versioned. The version you accepted at booking, together with the time of acceptance, is recorded against your account. Material changes are notified in advance and take effect at your next billing period.