HINES SERVICES, LLC

CLIENT TERMS & CONDITIONS AGREEMENT

1. Agreement Overview

By scheduling and/or receiving services from Hines Services, LLC (“Company”), you (“Client”) agree to the following Terms & Conditions. These terms apply to all residential and commercial services unless otherwise agreed in writing.

2. Payment Terms

Payment is due at the time of service unless otherwise agreed upon in writing.

Accepted payment methods:

  • Credit/Debit Card (3% processing fee)

  • Electronic Check (no fee)

Clients agree to maintain a valid payment method on file. By providing a payment method, Client authorizes Hines Services, LLC to charge for completed services, applicable fees, and any approved adjustments.

Late Payments:
Balances not paid within 24 hours of service may incur a late fee of $35 and may result in service interruption.

Returned Payments:
 Returned checks or failed payments are subject to a $37 processing fee.

3. Scheduling & Cancellations

We require a minimum of two (2) weeks’ notice (excluding weekends) for any cancellations, rescheduling, or service termination.

Failure to provide proper notice may result in a cancellation fee up to the full cost of the scheduled service.

If cancellation is due to illness or emergency, please notify us as soon as possible so we can work to reschedule.

4. Access to Property

Client is responsible for providing safe, timely access to the service location.

  • Lockouts or inability to access the property at the scheduled time may result in a cancellation fee.

  • Alarm systems, codes, and special instructions must be provided in advance.

  • The Company is not responsible for damages or issues resulting from faulty access instructions.

5. Arrival Windows

Scheduled service times are provided as arrival windows, not exact times.

Delays may occur due to traffic, prior service conditions, or weather. We will communicate any significant delays when possible.

6. Service Conditions & Adjustments

Services are performed based on the condition of the property at the time of arrival.

The Company reserves the right to:

  • Adjust pricing if the condition differs from what was originally communicated

  • Add time or reschedule service if the space requires additional work beyond scope

Clients will be notified of any significant changes when possible prior to service completion.

7. Safety & Work Limitations

For the safety of our team:

  • We do not move heavy furniture or appliances

  • We do not climb beyond a step stool height

  • We do not work in unsafe or hazardous environments

The Company reserves the right to refuse or stop service if conditions are deemed unsafe.

8. Pets

Clients are responsible for securing pets as needed.

  • Aggressive or unsafe animals must be contained prior to service

  • The Company is not responsible for pets that escape during entry/exit if proper precautions were not taken

9. Supplies & Equipment

Hines Services, LLC provides standard cleaning supplies and equipment unless otherwise agreed.

We are not responsible for damage caused by:

  • Pre-existing conditions

  • Improperly installed fixtures

  • Worn or fragile surfaces

10. Service Quality Guarantee

We strive to provide high-quality, consistent service.

If you are unsatisfied with your cleaning:

  • You must notify us within 48 hours of service

  • We will assess and, if appropriate, return to address the issue at no additional charge

If we are not notified within 48 hours, or if corrections are made independently, we are unable to offer adjustments or re-service.

11. Damage & Liability

Any claims of damage must be reported within 48 hours of service.

The Company is not liable for:

  • Pre-existing damage

  • Normal wear and tear

  • Improperly secured or installed items

Liability is limited to the value of the service provided.

12. Weather Policy

In the event of severe weather conditions, including snowstorms common in Minnesota, services may be rescheduled to ensure the safety of both clients and staff.

We will communicate any changes as soon as possible.

13. Holidays

Services may be limited on major holidays, including Thanksgiving Day and Christmas Day.

If scheduling adjustments are required, we will provide advance notice whenever possible.

14. Termination of Services

Either party may terminate services with a minimum of two (2) weeks’ notice.

The Company reserves the right to terminate services immediately in cases of:

  • Non-payment

  • Unsafe conditions

  • Repeated policy violations

15. Acceptance of Terms

By continuing service with Hines Services, LLC, Client acknowledges and agrees to these Terms & Conditions.