Office hours are Monday–Friday, 9:00 AM–6:00 PM, and Saturday 9:00 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 3% 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. Failure to provide access may result in a 50% lock-out fee. 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, 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.
