Terms of Service

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We are really good at what we do and we care a LOT about making sure it’s exactly how you want it but we are all humans. If for any reason, you are not happy with our services, let us know within 24 hours and we’ll address your concern as soon as we can!

We carry a $1,000,000 liability insurance policy and all our staff are fully bonded, which means they have passed a background check. 

We just want you to know that because all Ezer Home Solutions team members are W-2 employees who receive benefits and PTO, we pay social security on all income taxes. In other words, we’re responsible citizens who take care of our employees.

We are happy to disarm and rearm your alarm system to the best of our ability. Because we’re not security system experts, we aren’t responsible for issues related to the alarm system, and you agree to release Ezer Home Solutions from any liability.

Our team loves your pets! However, if there is excessive feces in your home, there may be an additional charge for clean-up. Also, please let us know in advance if your pets will be out-and-about inside the house, so our team can be ready to prevent your pets from escaping. Please provide any special considerations or instructions. Ezer Home Solutions is not responsible for any damages or liability resulting from your pet’s behavior. 

If, for any reason, Ezer Home Solutions cannot complete your cleaning, we reserve the right to charge you up to the full cost of the service. Here are some reasons we’d not be able to complete your service:

• Pests including roaches, fleas, rats, mice, and bedbugs
• Hazardous conditions including needles, illegal drugs, and biohazardous material
• Significantly impeded access to clean due to the hoarding of physical objects
• Excessive feces, blood, bodily fluids
• Mold of any kind

In these instances, we’ll notify you and will provide visual evidence of the reasons we cannot clean.

A Condition Scale is a system that allows us to accurately estimate the time and cost required for your service. It’s important that you assess your home’s condition accurately to prevent any unexpected costs or rescheduling of your service. If our team finds the actual condition of your home to not match what you provided, they may not be able to complete the cleaning in one service. In that case, Ezer Home Solutions will either revise the estimate based on the actual condition and areas we were able to clean or schedule a follow-up service to complete the job. If a follow-up service is scheduled, you will be charged for the additional hours needed to complete the clean. The decision to revise the estimate or schedule a follow-up service will be at Ezer Home Solution’s discretion. If the estimate is revised, you will be charged for the revised estimate.

Our cleaning hours are Monday – Friday, from 7:30AM – 5PM. We are unavailable to clean on New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas. We provide these holidays as time off to allow our team members to be with their loved ones.

Our team brings their own products and supplies, but can accommodate you if you feel strongly about using your own. Additionally, we cannot clean homes that have fumes from recent work to your home (e.g., paint, varnish, sealants, solvents, etc.). 

We love to dust and do so at every deep clean. However, some dust may become airborne and not settle until after we’re gone. This is common with initial cleanings. It may take several visits before the amount of dust is reduced. Hand-dusting small items (knick-knacks, collectables, picture frames) can lead to inefficiency, and thus, more time spent at your home cleaning. If our team cannot dust items on shelves or hung on walls from a 2-step ladder, they will not be dusted. Our extension poles allow us to dust high areas, but we won’t dust items that are at risk of tipping over or breaking.

We do not offer wholesale exterior window glass cleaning. We will clean interior window glass and include sliding door glass and storm door glass inside and out. Additionally we always include window sills as part of our dusting.

We are amazing at cleaning your home. But, unfortunately,  we’re not a restoration company. Unless it can be removed with good ol’ fashioned elbow grease and a non-toxic cleaning agent, we won’t do lime or calcium removal (that usually requires a toxic acid remover). We DO remove soap scum. Our cleaning products and techniques will minimize surface stains, but completely removing them may require re-grouting or re-caulking. In general, showers and bathrooms with tile and grout may periodically require a deep clean. As part of your regular service, we’ll always clean and disinfect the tile along with the other bathroom surfaces.

Our home specialists are mindful to treat your property with the same care that you do. In the unlikely event of breakage or damage, our liability insurance will cover the cost. We are not liable for damage from “normal wear and tear,” improper installation of an item in your home, or artwork, magnets on refrigerators, collectibles or family heirlooms valued over $75, or glass items valued over $300.

These items include but are not limited to:

1. Carpet & Rug Snags: “Exposed loops” are the result of normal wear and tear and moving furniture. While our top-of-the-line HEPA vacuums limit snagging these “exposed loops”, it won’t eliminate them completely.
2. Insufficient Support / Not Recommended Placement: We are not responsible for items such as televisions, mirrors, photos, pictures, decorations, art objects, etc., that are not properly placed on stable objects or affixed properly and per manufacturer’s recommendations.
3. Cleaning Refrigerators:  Any time your refrigerator drawers and shelves are cleaned, their already brittle structure is weakened. If you have “gunk” in your fridge, the additional “elbow grease” to clean it means a greater risk of breaking the drawers and shelves. If there is a build-up in your refrigerator, we are not responsible for any cracking or splitting from cleaning it.
4. Broken Blinds: Over time, blinds become brittle from daily exposure to the sun, and strings/chords will weaken resulting in breaks. Because of this, we cannot be responsible for broken blinds or strings/chords.
5. Improperly hung pictures/decorations/mirrors/fixtures:  If these items are securely/properly attached to the wall, they should not fall when the item is dusted/wiped.
6. Artwork, Collectibles, Family Heirlooms and valuables over $75: Because these items are expensive or impossible to replace, we won’t risk cleaning them.  Please notify us BEFORE your first cleaning if you have any such items, or store them away. And, if you buy any after being a Ezer Home Solutions customer, let us know so we can ensure not to clean that item.
7. Holiday Ornaments, Holiday Decorations, Christmas Stockings, etc.: We recommend removing items that are only placed out for holidays during cleaning. These items can be difficult to clean around and may fall if they are only temporarily affixed. We are not responsible for any damage to these items unless they are present year-round and we are aware of them before cleaning. We are also not responsible for any hanging items such as lights around a fireplace or window.
8. Plumbing Fixtures:  Please notify us ahead of time if you have faulty plumbing, faucets or related fixtures. Additionally, if you have a dripping faucet or fixture, loose glass shower doors, please notify us before we clean the area for our technician's safety. We will not be held liable for any damage to plumbing fixtures as fixtures wear out due to normal wear and tear.
9. Wine, Champagne, and Other Glassware; Dishes & Crystal Bowls: Please clear your countertops on the day of your cleaning. We are not responsible for breakage of any items as we remove them from counters to clean.  Please note fragile stemware should always be put safely away to avoid any accidents.
10. Glass Objects in Shower:  Please remove any glass objects from the shower / bathtub before we clean. Glass objects are unsafe to use in these areas and pose a risk to our team and your objects. We are not responsible for any glass breakage in the shower / bathtub (or ledges surrounding the bathing area). If you continue to have glass objects despite our request not to have them in there, we may terminate your service if we feel there is too much risk of breakage or injury.
11. Glass Objects in Home:  We kindly ask you to remove any items that may pose a risk of breaking during cleaning. If you have glass furniture or large art pieces, please let us know ahead of time so we can take extra care with them. Unfortunately, we won't be held responsible for any damage to glass objects valued over $300. We value the safety of our technicians, and in case you have glass items that we had requested to remove or not given notice about in writing, we will have to terminate the service if it poses too much risk of breakage and injury to our employees.
12. Use of Homeowner’s Vacuum:  If you request our home specialists to use your vacuum, we will not assume or accept any liability for damage to the unit.  (Since we are not responsible for maintenance or training with the unit, we will not be responsible for any repairs to it).

Payment is due when services are rendered. The forms of payment we accept are credit card, debit card, and ACH. You will be able to set up your secured payment method in our Client Hub after scheduling your first appointment.

Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers.  If you are not happy, we will come back and re‐clean any areas free of charge according to our 100% Happiness Guarantee.

Cleaning times provided are estimates and may occasionally require up to an additional 30 minutes based on the condition of your home. Any additional time within this 30-minute window will be billed accordingly. If more than 30 extra minutes are needed, we will reach out to you for approval. If we cannot confirm additional time, services will remain within the original time estimate plus the 30-minute limit.

For simplicity, all cleaning times are rounded to the nearest 15-minute increment. This means time may be rounded up or down, but over time, it balances out fairly.

Our teams clean from 7:30AM to 5PM — occasionally, we may need to stay past 5PM to complete your cleaning. While we can’t guarantee an exact arrival time, you can expect your Home Specialist to arrive within a 60 minute window. 

Your Ezer Home Solutions rate per service is based on your recurring plan. The more frequently we clean your home, the lower the cost per visit. If you need to skip one or more recurring visits, your rate for the next visit may be subject to an increase tol match the appropriate frequency. For example, if you’re on a bi-weekly schedule and need to skip one visit, your next visit will be at the monthly rate before returning to your recurring bi-weekly rate.

Regarding the above policies, your recurring service means that time is blocked for you. Last-minute skips and terminations mean we may not be able to fill the vacancy, which impacts the pay of our Home Specialists. Our policies aren’t intended to be punitive, but preventative and protective of our business and team.

Your recurring service rate is guaranteed to not increase more than 10% during any one year period. If there is an increase, it will NOT occur before six months from your membership start date.

You are responsible to provide Ezer Home Solutions with access to your home. If we are unable to enter your home, you may be charged the full cost of the estimated service. 

Ezer Home Solutions randomly inspects and audits our teams to ensure our promises are delivered. The inspector may inspect during or after the cleaning.

Ezer Home Solutions will take before-and-after photos. We use this for training, proof of our performance, and promotion of our work. If you don’t want pictures taken of our work in your home, please notify us.

During hotter months, many of our customers turn off the air conditioning when they’re not home. On your cleaning days, please set your thermostat to NO HIGHER than 72 degrees to prevent our technicians from overheating. If they arrive at your home and the temperature is unsafe, they will adjust the thermostat accordingly and set it back before they leave. Ideally, we prefer you to run your air conditioning on your scheduled days because it can take several hours for a home to cool to safe levels. During colder months, we request the temperature to be set between 65 and 72 degrees.

When hiring Ezer Home Solutions, you agree not to solicit for hire any Ezer Home Solutions employees for home-related services. Our people are our biggest financial and time investment, and our most valuable asset. Each of our team members agrees not to provide any past or current clients with home-related services outside of Ezer Home Solutions for a period of 24 months. 

Ezer Home Solutions is committed to protecting the privacy of customers.  We will not sell, exchange or otherwise distribute your personally identifiable information to outside parties.