Office hours are Monday-Friday, 8:00 AM-6:00 PM, and Saturday 10:00 AM-12:00 PM. Cleaning services are performed during
daytime service windows, generally between 9:00 AM and 5:00 PM. Each service is assigned a 1-hour arrival window due to
traffic, job complexity, and special requests. Exact start times are not guaranteed unless approved in advance. The final
appointment of the day is scheduled no later than the late afternoon. Before- or after-event cleanings are available with
advance notice and may include an additional fee.
H&S Ultra Cleaning Group observes the following holidays: New Year's Day - January 1, Martin Luther King Jr. Day, Presidents
Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, Christmas
Eve, and Christmas Day.
A deposit of 50% is required at the time of booking. Final payment is due the day of service unless otherwise arranged.
Accepted payment methods include ACH/Bank Pay (preferred), debit/credit card, Cash App, and Zelle. Card payments may
include a processing fee. A card on file may be required as a backup payment method. Late payments will result in $25 fees,
required deposits, or suspension of services.
To continue providing high-quality, reliable service and keep pace with rising operational costs, a standard annual rate increase
of 5% will be applied. Rate adjustments are reviewed yearly and communicated in advance to ensure transparency and minimal
disruption to our clients.
Appointments are reserved specifically for you. A minimum of 48 hours' notice is required to cancel or reschedule. Less than 48
hours' notice will result in a 25% fee. Less than 24 hours' notice, or same-day cancellations, will result in a 50% fee. Excessive
cancellations may result in service termination.
If our team is unable to access the property, we will wait up to 30 minutes. A lockout fee of 50% of the scheduled service rate
will be applied when we are unable to access the property, cannot clean the property, or when a cancellation occurs with less
than 24 hours' notice. This policy accounts for reserved labor, travel, and operational costs and is enforced to ensure fair
scheduling and consistent service delivery. Many clients choose to provide a key or access code for convenience.
All cleaners are trained professionals and employees of H&S Ultra Cleaning Group. Team members do not smoke, use client
appliances, or perform tasks outside the agreed scope of service. We strive to assign consistent team members whenever
possible.
For safety reasons, our team will not climb higher than a small 2-step stool, will not move heavy furniture, and will not clean
hazardous materials or bio-waste. Clients must securely store firearms, dispose of syringes safely, and wrap hygiene products
before discarding. Pets must be secured during service. In severe weather conditions, services may be delayed or
rescheduled.
We provide all standard cleaning supplies and professional equipment to ensure high-quality results. For hygiene and health
protection, clients are required to provide their own vacuum whenever possible, helping prevent cross-contamination and
ensuring a cleaner, safer environment for your space. Eco-friendly and non-toxic products are available upon request.
Please pick up clutter, clothes, toys, dishes, and personal items prior to service. Excess clutter may limit the scope of cleaning
completed. Bedding changes require clean sheets to be left out and given advance notice.
Cleaning is limited to agreed-upon areas and services. Cabinets, drawers, closets, blinds, baseboards, windows, and add-ons
are not included unless approved in advance. Renovations or home changes may impact time and pricing.
We are fully insured. While care is taken at all times, accidents can occur. Damage must be reported within 24 hours of service.
We are not responsible for damage caused by faulty installation, unsecured items, or unsealed surfaces. Irreplaceable or
high-value items should be stored safely.
Your satisfaction is our priority. If you are not fully satisfied, please notify us within 24 hours of service. A re-clean will be offered
within the original scope of work.
By booking services with H&S Ultra Cleaning Group, clients acknowledge and agree to these policies.
Proudly serving homes and businesses across Southeastern North Carolina with dependable, high-quality cleaning solutions tailored to each community we work in.
