Service agreement

Homewick provides residential cleaning for apartments in the Dallas-Fort Worth Metroplex. Cleaning is performed by our staff. 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.

Single-family homes fall outside the published apartment rates and are quoted separately.

• A membership includes 2 cleanings per billing period. 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.
• 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.
• A new 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.
• 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.

• Rates are published on this site and charged as published. Cleaners do not quote or collect payment on site.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.
• 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.

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, the visit is treated as skipped and consumes its allotment for the period.

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: your booking confirmation, a reminder the morning before a visit, and anything we need to ask you about access. These are notifications rather than a support channel, so replies to them are not monitored.

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.