Last Updated: 05/22/2025 Please read these Terms of Service (“Terms”) carefully before using the website https://northshorehousecleaning.com (the “Service”) operated by North Shore House Cleaning (“we”, “us”, or “our”). By accessing or using our website or services, you agree to be bound by these Terms. If you do not agree with any part of these Terms, you may not access the Service.
Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms. If you disagree with any part, your use of the Service must cease.
When creating an account, you agree to provide accurate, current, and complete information. You are solely responsible for maintaining the confidentiality of your login credentials and for all activity under your account. You agree not to share your password with any third party. If you suspect unauthorized use of your account, you must notify us immediately.
All billing is processed securely via Stripe, a third-party provider. North Shore House Cleaning does not store or have access to your full card details. We require a valid payment method on file for all clients. Your card will be charged automatically after each cleaning, and a receipt will be emailed to the address provided on your account. If your card is declined, we will request an updated payment method. Services may be paused until a valid method is provided.
A temporary authorization hold for the full booking amount will be placed on your card 24 hours before your appointment to confirm available funds. If this authorization fails, your service may be paused or canceled. You will be notified by text, call, or email if this occurs.
Please provide as much notice as possible for cancellations or rescheduling. Last-minute changes affect our cleaners’ income and scheduling for other clients. North Shore House Cleaning reserves the right to charge the following fees:
Cancellations with less than 48 hours’ notice: $25
Cancellations with less than 24 hours’ notice: $50
Same-day cancellations: $100
Same-day cancellations for first-time deep cleans or move-out services: 50% of the total service price
Cancellations must be made during business hours (8am–5pm CT). Requests outside of these hours will be considered received the next business day. We thank you for understanding that, as a small business, every appointment is scheduled with intention.
North Shore House Cleaning does not provide the following services:
Appointments may take longer based on the home’s condition. If extra time or charges are required, we will contact you for approval before proceeding.
We reserve the right to skip areas that cannot be safely or effectively cleaned (e.g., extreme clutter or unsanitary conditions).
All surfaces are assumed to be properly sealed. Please inform us in advance of any special product requests; you may be required to provide those products.
Interior windows that require a ladder or exterior access are not included.
Any attempt to solicit our staff outside of North Shore House Cleaning services will result in immediate termination and is considered a breach of these Terms.
At North Shore House Cleaning, we use professional-grade cleaning products such as (but not limited to) All-Purpose Cleaner, Neutral Floor Cleaner, Windex, Easy Off, Comet, Vinegar, Stainless Steel Cleaner, Toilet Bowl Cleaner, Wood Cleaner, and Hard Water Stain Remover. Our team is trained to use these products safely and effectively for general residential cleaning needs.
However, we understand that every home is different. Certain materials, finishes, or fixtures may require special care or product restrictions. It is the client’s responsibility to inform us in advance of any delicate surfaces or specific cleaning requirements.
Unless we receive prior written notice about such needs, we will proceed with our standard products and methods. North Shore House Cleaning is not liable for any damage caused by the use of these products on surfaces or items that require special care, unless such damage results from gross negligence or willful misconduct.
By booking a service, you acknowledge and agree to this policy and understand that communication regarding special cleaning needs must be provided before your appointment.
To ensure efficient service, please tidy up surfaces such as countertops, tabletops, and floors so cleaners can focus fully on cleaning tasks.
If you request that we use your vacuum, North Shore House Cleaning is not liable for any damage to the unit. We will not vacuum if the equipment is not working when we arrive.
For safety, cleaners do not use ladders taller than three steps and do not move heavy items. If you would like us to clean behind furniture or appliances, please move them prior to the appointment.
Clients agree not to solicit or hire North Shore House Cleaning staff directly for any services during the agreement term and for two (2) years after termination of services. A violation incurs a $3,000 fee, representing a genuine estimate of damages. We may also pursue other legal remedies.
Please report any concerns or dissatisfaction within 24 hours of service completion to [email protected]. Re-cleans are only offered within this time frame. Requests beyond 24 hours may not qualify for resolution.
We reserve the right to deny or cancel services due to safety concerns, inappropriate behavior, severe clutter, biohazards, disconnected utilities, or other issues deemed unreasonable. Cleaners may refuse service onsite if conditions are unsafe or unsanitary. A cancellation fee will still apply. Written notice will be sent by phone and/or email.
If more time is needed than initially estimated, we will attempt to contact you. If you cannot be reached, our cleaners will stop at the scheduled time. Additional cleaning may be scheduled at a later date. We cannot guarantee quality results if the necessary time is not approved.
Arrival windows are approximately two hours (e.g., 8–10 am, 10 am–12 pm, etc.). If we’re delayed, you will be contacted with an updated ETA.
We do not operate on the following holidays:
If your appointment falls on a holiday, we will contact you to reschedule.
After your appointment, you will receive a follow-up text to confirm satisfaction. Recurring clients will receive these check-ins after their first three cleanings. Please update us if your contact info changes. We will use the card on file unless otherwise notified at least 24 hours before your appointment. Failure to pay for services may result in legal action.
Our team understands the trust involved in cleaning your home. If anything falls short of expectations, let us know within 24 hours, and we’ll make it right. This includes our 24-hour re-clean warranty. If you’re home during the cleaning, feel free to point out any missed spots or call our office immediately. Complaints received after 24 hours may not be eligible for a re-clean. We are not liable for damage due to pre-existing wear and tear, improper installation, or misuse of items. Re-clean guarantees may be declined if there is an unpaid balance on your account.
North Shore House Cleaning reserves the right, at its sole discretion, to reassign cleaners to appointments as necessary. This may apply to both recurring and one-time cleaning appointments. We will make reasonable efforts to notify you of any changes in advance whenever possible.
Any changes to the scheduled cleaning service must be approved by North Shore House Cleaning before the appointment. If additional services or variations are requested at the time of service, the client must call our office. Cleaners are not authorized to approve changes on-site. Please contact our office before 5 PM the day prior to your cleaning if you wish to make changes.
Hourly cleaning is only offered under limited circumstances (e.g., partial cleans, special projects). A 3-hour minimum is required and must be pre-approved by our office. Cleaners will work within the time allotted but may not be able to complete all tasks. Time estimates provided by North Shore House Cleaning are guidelines and depend on various factors, including home size, condition, furnishings, number of residents or pets, and utility access. Hourly cleanings do not include a Satisfaction Guarantee and are not checklist-based. If more time is needed to complete your priorities, you can choose to extend the appointment.
Flat rates are based on your home’s described condition, size, and features. If your home requires more time or effort than originally estimated, you will be given the option to extend the cleaning for an additional fee or set task priorities. We will always communicate any changes before beginning, and you may accept or decline without penalty.
Most clients provide a door code or key for convenient access. If not, someone must be present at the time of cleaning. If you prefer to meet us, we can provide a courtesy call when we’re en route. Please ensure alarm systems are disarmed; our cleaners are not trained to operate them. If we’re unable to access your home due to a lockout or no-show, a cancellation fee may apply. Clients must notify us in advance of any changes to access methods or alarm instructions.
We are fully insured. However, we cannot be held responsible for damages resulting from improper installation, wear and tear, or lack of maintenance. If damage occurs or an item appears faulty, we will notify you immediately. Please store all valuables, fragile items, heirlooms, medications, jewelry, and sensitive documents prior to your cleaning. North Shore House Cleaning is not liable for any loss or damage to unsecured items or items not disclosed in advance.
For the safety of all parties, we ask that children and pets be kept out of the cleaning areas. Our cleaners are not responsible for supervising children or pets during service. Service may be stopped if safety becomes a concern. We are not responsible for pets that escape during entry or exit.
If anyone in your household is sick (e.g., flu, cold, COVID-19), please contact us to reschedule. Rescheduling for illness is free with at least 12 hours’ notice. If our team arrives and finds signs of contagious illness, they may leave, and the visit will be treated as a same-day cancellation.
In the event of severe weather (snow, ice, etc.), we may need to reschedule your appointment. We will notify you as soon as possible if rescheduling is required.
To continue offering high-quality and reliable cleaning, North Shore House Cleaning may adjust service rates on an annual basis due to rising operating costs. Clients will be notified in advance of any rate changes. We only make pricing adjustments when necessary.
Cleaners may take before-and-after photos for internal quality control, training, or verification purposes. In some cases, select photos may be used for marketing (e.g., social media, our website), but no identifying information will be shared. If you prefer not to have photos taken or used, you must notify our office in writing before your cleaning. Opting out may void our Satisfaction Guarantee, and a waiver may be required.
By opting in, you agree to receive SMS and MMS messages from North Shore House Cleaning to your mobile number. These messages may include appointment reminders, scheduling updates, service confirmations, feedback requests, promotional offers, and other service-related communications
You can opt out of this service at any time by replying STOP to any message. After texting STOP, we may send a confirmation message to confirm your unsubscription. Once confirmed, you will no longer receive SMS messages from us.
If you need assistance, contact us directly at (224) 225-5965.
Message frequency may vary depending on your services and interactions, but you can generally expect 2–4 messages per month. Message and data rates may apply depending on your mobile carrier and plan.
Mobile carriers (such as AT&T, Verizon, etc.) are not liable for delayed or undelivered messages.
All content, design, and branding associated with North Shore House Cleaning are the property of the company and may not be used without permission. Our website may link to third-party services. We are not responsible for the content or practices of external websites. Please review their terms and privacy policies before use.
North Shore House Cleaning and its affiliates will not be liable for indirect, incidental, or consequential damages, including loss of profits, data, or goodwill, arising from your use of our services.
These Terms are governed by the laws of the United States. If any part of these Terms is deemed unenforceable, the remaining provisions remain in full effect. These Terms constitute the entire agreement between you and North Shore House Cleaning.
We reserve the right to update these Terms at any time. Material changes will be communicated at least 30 days in advance. Continued use of our services after updates means you agree to the revised Terms.
If you have questions or concerns about these Terms, please contact us at: [email protected]
