Client Service Policies

All new appointments are reviewed and confirmed by Elite HC. Submitting an online request or quote form does not guarantee an appointment until you receive confirmation from us.

• Clients may request changes by contacting Elite HC directly. Online self-rescheduling may not be available.
• Arrival times are estimates. Traffic, weather, or the condition of a prior job may cause a short delay; we will communicate meaningful changes.
• The client must provide complete and accurate information about the property, number of rooms and bathrooms, current condition, pets, parking or access restrictions, and requested add-on services.

Quotes are based on the information provided at booking, including home size, number of rooms and bathrooms, service type, frequency, current condition, and selected add-ons.

• If the actual condition or scope is substantially different from what was described, Elite HC may adjust the time, price, or service plan after discussing it with the client.
• Work outside the selected checklist – including dishes, laundry, interior appliances, interior cabinets, organizing, or other add-ons – must be requested and approved.
• If there is not enough scheduled time to complete unexpected additional work, the client may choose to approve extra time or prioritize the most important areas.
• Permanent stains, discoloration, wear, damage, and buildup that cannot be safely removed are not considered missed cleaning.

Payment is due immediately after the cleaning is completed unless a different arrangement was confirmed in writing.

• Accepted payment methods: Zelle, Venmo, cash, and check.
• The client is responsible for ensuring that payment is available on the service date.
• Any added time or approved add-on services will be included in the final amount due.
• Elite HC does not charge a card or account without the client’s authorization.

Because cleaning time is reserved specifically for each client and team member, at least 48 hours’ notice is required to cancel or reschedule an appointment.

• Cancellation or rescheduling 24-48 hours before the appointment: 50% of the scheduled service price.
• Cancellation with less than 24 hours’ notice, same-day cancellation, or failure to provide access: up to 100% of the scheduled service price.
• If the team arrives and cannot safely enter the property or cannot reach the client promptly, the appointment may be treated as a same-day cancellation.
• We understand that genuine emergencies happen. Fee waivers or adjustments may be considered at Elite HC’s discretion.

• Provide a working key, door code, or someone authorized to let the team in.
• Disarm alarms or provide clear alarm instructions before arrival.
• Running water, electricity, adequate lighting, and a safe indoor temperature must be available.
• Clear excessive clutter from surfaces and floors. Organizing personal items is not included unless booked as an additional service.
• Secure cash, jewelry, medications, confidential papers, collectibles, heirlooms, and other valuables before service.
• Elite HC is not responsible for children, guests, contractors, or other persons in the home during the appointment.

Our supplies policy is flexible and will be confirmed before the appointment.

• For an initial, deep, move-in, or move-out cleaning, Elite HC can bring the necessary supplies and equipment when arranged in advance.
• For recurring cleanings, our team typically uses the client’s preferred products, towels or paper towels, vacuum, and floor mop when they are available.
• Many clients prefer this arrangement to reduce the transfer of dust, dirt, or allergens between homes.
• Clients requesting a specific product or tool should provide it or confirm availability with Elite HC before the service.
• Notify us before the appointment about allergies, sensitivities, respiratory conditions, delicate finishes, natural stone, specialty flooring, or products that must not be used.

• Pets must be safely secured away from the active cleaning area unless another arrangement was confirmed.
• If a pet remains present in the cleaning area, the $25 pet-present fee may apply.
• Aggressive, uncontrolled, or highly stressed animals may require the team to stop or leave the property.
• Elite HC may refuse or discontinue service when there is a threat to health or safety, including hostile behavior, intoxicated individuals, exposed weapons, illegal activity, unsafe structures, extreme heat or cold, or hazardous conditions.
• Clients remain responsible for supervising children and pets at all times.

• Please notify Elite HC before the appointment if anyone in the property has a contagious illness or if there has been recent exposure to a communicable disease.
• Service may be rescheduled if conditions create a health risk for the client or cleaning team.
• Inform us in advance about pest activity, mold, strong odors, smoke exposure, renovation dust, or other unusual conditions.
• Standard cleaning is not remediation, restoration, pest control, mold treatment, or hazardous-material removal.

For safety and training reasons, Elite HC does not provide the following services:

• Cleaning blood, bodily fluids, medical waste, needles, biohazards, human waste, or pet waste.
• Cleaning severe or widespread mold contamination, active pest infestations, or hazardous chemical contamination.
• Moving heavy furniture, appliances, or other items that cannot be safely handled by one cleaner.
• Working in unsafe or inaccessible areas, on unstable ladders, on roofs, or at heights that require specialized equipment.
• Handling weapons, illegal substances, or unsafe personal property.
• Repairs, restoration, construction work, carpet extraction, or specialty treatment unless specifically offered and agreed in writing.
• Cleaning extremely cluttered, unsanitary, or infested properties unless the condition was discussed and accepted in advance.

Your satisfaction matters to us. If an included area was missed or was not cleaned to the agreed standard, contact Elite HC within 24 hours after service.

• Please describe the concern and provide a photo when possible.
• We will arrange a complimentary touch-up of the specific missed area as soon as reasonably possible.
• The guarantee applies only to items included in the booked service and does not cover permanent stains, damage, normal wear, excluded services, or areas that became dirty after the team left.
• Elite HC generally resolves quality concerns through re-cleaning rather than refunds. The client must allow a reasonable opportunity to correct the concern.

Our team works carefully and respectfully. If accidental damage occurs, notify Elite HC as soon as possible and no later than 24 hours after the appointment.

• Provide photographs and a clear description so we can investigate promptly.
• When Elite HC’s responsibility is confirmed, we may arrange repair, replacement, or reasonable compensation based on the item’s current fair value.
• Elite HC is not responsible for pre-existing damage, normal wear, loose or improperly installed fixtures, unstable furniture, items placed in unsafe locations, or damage caused by undisclosed defects.
• Clients must identify delicate, irreplaceable, antique, sentimental, or specialty items and surfaces before cleaning begins.
• We may decline to clean an item or surface when the correct care method is uncertain or cleaning could cause damage.

Elite HC respects the privacy of every client and property.

• Quality-control photos or short videos of cleaned surfaces may be taken to document condition and completed work.
• By booking a service and accepting these policies, the client authorizes Elite HC to take and use non-identifying photos or short videos of the property and completed cleaning work for our portfolio, website, Google Business Profile, social media, and other marketing purposes.
• Elite HC will take reasonable steps to avoid showing people, faces, names, addresses, mail, personal documents, family photographs, security information, or other identifying details. Clients who do not want photos or videos used for marketing must notify Elite HC before the appointment.
• Keys, entry codes, alarm information, and client contact details are treated as confidential and used only for service-related purposes.

• Recurring service does not create a fixed-term contract unless a separate written agreement states otherwise.
• Clients may stop future recurring appointments by contacting Elite HC, subject to the cancellation notice and fee policy.
• A preferred day or time is not guaranteed permanently and may occasionally change because of holidays, weather, traffic, staffing, or service duration.
• Pricing may be reviewed if the service frequency, home condition, scope, or required time changes. Any adjustment will be communicated before it takes effect.
• If several recurring appointments are skipped, a longer initial-style cleaning or price adjustment may be needed before returning to the regular rate.

• Elite HC may delay or reschedule service when weather, road conditions, power outages, illness, emergencies, or other circumstances make travel or work unsafe.
• We will provide notice as soon as reasonably possible and work with the client to select a new appointment.
• Elite HC may assign another trained team member when the usual cleaner is unavailable.

Tips are never required. If you choose to recognize your cleaner’s work, gratuities are always appreciated and may be given directly or included with payment.

By booking, confirming, or accepting a cleaning service from Elite HC LLC, the client confirms that they have read, understood, and agreed to the policies in effect on the appointment date.

• Elite HC may update these policies to reflect service, safety, or business changes. The current version will be posted on our website.
• These policies are intended to be fair and transparent and are governed by applicable Illinois law.
• Questions or special arrangements should be discussed and confirmed before the appointment.