Welcome to Dear Hospitality! These Terms & Conditions outline the rules, guidelines, and regulations for the use of Dear Hospitality's Cleaning Services and website, located at dearhospitality.com.
By scheduling service, booking through our forms, or accessing this website, we assume you accept these Terms & Conditions in full. Do not continue to use Dear Hospitality's services if you do not agree to take all of the terms and conditions stated on this page.
1. Services Rendered
Dear Hospitality agrees to provide professional cleaning services, including but not limited to:
- Residential Cleaning (standard, deep-cleaning, move-in/move-out).
- Commercial Cleaning (office space cleaning, corporate sanitization, common areas).
- Airbnb Cleaning (fast turnovers, laundry service, guest essentials restocking).
- Furniture & Upholstery Cleaning.
- Carpet & Floor Deep Cleaning.
The scope of each cleaning service is determined based on the details submitted through our contact/booking form or verbal agreements during scheduling. Any additional requests made on-site may result in additional charges.
2. Booking and Scheduling
Customers may request quotes and book appointments online or by calling us directly. While we do our best to accommodate preferred time slots, all booking requests are subject to confirmation based on team availability.
3. Cancellation and Rescheduling
We understand that schedules change unexpectedly. If you need to cancel or reschedule a scheduled cleaning appointment:
- You must notify us at least 24 hours in advance of your scheduled appointment time.
- Cancellations or rescheduling requests received less than 24 hours prior to the appointment may be subject to a late cancellation fee.
- If our cleaners arrive at the property and are unable to gain access (due to locked doors, lack of key/code, or client refusal), the full service fee or a lockout fee may apply.
4. Payments and Invoicing
Payments for cleaning services must be settled in full upon completion of the service, unless prior written arrangements have been established (e.g., net terms for recurring corporate accounts).
- We accept major payment methods as specified at the time of invoice.
- Late payments or unpaid invoices may result in suspension of future scheduled cleanings, collection procedures, or administrative late fees.
5. Access and Utilities
To ensure a high-quality finish, the customer is responsible for providing:
- Secure Access: The customer must provide entry keys, access codes, or ensure someone is present to open the property.
- Utilities: The property must have running water, electricity, and functional heating/cooling systems. If utilities are turned off, we cannot guarantee standard cleaning results, and we reserve the right to cancel the service.
- Safe Work Environment: Cleaners must not be subjected to hostile conditions, toxic fumes, active biohazard situations, or unsecured pets. Please ensure pets are contained during cleaning.
6. Breakage, Damage, and Complaints
Our team is highly trained and treats your property with the utmost care. However, accidents can happen. In the event of damage or concerns with service quality:
- The customer must report any broken items, damage, or cleaning omissions within 24 hours of service completion. Reports submitted after this period will not be eligible for claims.
- Dear Hospitality is fully bonded and insured. For verified claims, we will repair, replace, or issue credit at our discretion.
- If you are not satisfied with the cleaning results, please notify us immediately. We will schedule a re-cleaning of the specific area free of charge. We do not issue cash refunds for completed cleanings.
7. Limit of Liability
Dear Hospitality is not liable for key losses or lock replacements unless negligence is proven. We are not liable for damage to items that are not secured properly, fragile antiques, or existing structural wear-and-tear (such as loose plaster, stained grout, or scratched flooring).
8. Governing Law
These terms and conditions are governed by and construed in accordance with the laws of the State of Maryland, District of Columbia, and the Commonwealth of Virginia, and you submit to the jurisdiction of the courts in these regions for any disputes.
9. Contact Information
If you have any questions or clarifications regarding our terms, please contact Asem or the admin team at:
Dear Hospitality
1123 MD RTE 3 North, Gambrills, MD, 21054
📞 Phone: (202) 929-6393
📧 Email: info@dearhospitality.com