Clear Expectations. Respectful Service. Consistent Standards.

Inviting a professional into your home requires trust. Black Haven Property Services is committed to providing dependable, respectful, and carefully documented cleaning services while protecting our clients, their homes, and the professionals who serve them.

These policies help everyone understand what to expect before, during, and after an appointment. They allow us to work safely, manage our time responsibly, and provide the high standard of service our clients rely on.

Creating Successful Service Experiences

At Black Haven, One Call Cleans It All means we are equipped to support a wide range of cleaning needs—from recurring home maintenance and detailed deep cleaning to move-outs, pre-sale preparation, post-construction projects, speciality cleaning, and challenging property conditions.

While our services are broad, we understand that the right service relationship involves more than the type of cleaning required. It also depends on clear communication, realistic expectations, scheduling, budget, safety, and mutual respect.

Before accepting a new client, we consider:

• The condition, priorities, and specific needs of the property

• The time and budget required to achieve the expected results

• Any access, scheduling, equipment, or safety requirements

• Whether we can provide the service to meet the Black Haven Standard

• Whether expectations and communication are aligned on both sides

We carefully assess each request because we want every accepted service to begin with a clear and realistic plan. If we are unable to accommodate a request, we will communicate that decision honestly and respectfully.

Whether a client requires a one-time project or dependable ongoing support, our goal is to provide a professional service relationship built on trust, consistency, communication, and care.

1. Booking and Pricing

Service Minimum

Black Haven has a minimum booking of three cleaning hours or $150.

Cleaning hours are calculated as total labour hours. For example:

• One cleaner for three hours equals three cleaning hours

• Two cleaners for 1.5 hours each equals three cleaning hours

The service minimum applies even when the requested work is completed in less time. Travel fees, paid parking, specialty services, products, and approved add-ons may be charged separately where applicable.

Work requested outside regular operating hours, including evenings and weekends, may be billed at time and a half when availability permits.

Estimates and Quotes

Estimates are prepared using the information provided by the client, including the size, condition, occupancy, service history, photographs, and requested scope of work.

An estimate is our best professional assessment before seeing or fully servicing the property. Actual cleaning time may be affected by:

• Heavy buildup

• Clutter or limited access

• Pet hair or pet waste

• Grease, nicotine, smoke residue, or mineral buildup

• Delicate or damaged surfaces

• Additional rooms or tasks

• Inaccurate or incomplete information

• Conditions that were not visible in photographs

• Interruptions or access delays

If the property requires significantly more work than expected, we will contact the client whenever reasonably possible before substantially exceeding the approved time or budget.

Hourly Services

Hourly bookings reserve professional cleaning time. They do not guarantee that an unlimited list of tasks will be completed within a limited number of hours.

Clients should identify their priorities before the appointment. Black Haven will work through those priorities carefully and in the agreed order.

If the available time is not enough to complete everything requested, we may:

• Complete the remaining work during another appointment

• Request approval for additional time

• Adjust the priorities with the client

• Recommend a more suitable service for the property

Requests added during the appointment may affect the original task list and available time.

Fixed-Price Services

A fixed price only covers the rooms, tasks, conditions, and services listed in the written quote.

Additional work, undisclosed conditions, inaccessible areas, or changes to the original scope may require a revised quote or additional charges.

Service Scope and Add-Ons

Only the rooms, tasks, and add-ons included in the booking are part of the scheduled service.

The interiors of appliances, cupboards, drawers, closets, storage areas, and other enclosed spaces are not automatically included. These areas must be requested and approved in advance.

Speciality work may require additional time, products, equipment, pricing, or scheduling.

Recurring Service Pricing

Recurring-service pricing is based on the agreed:

• Cleaning frequency

• Number of cleaning hours

• Property size and occupancy

• Typical condition of the home

• Number of pets

• Selected service areas

• Regular and rotational cleaning requirements

We may review the allotted time or price if the frequency, scope, occupancy, property condition, or level of buildup changes.

Clients should notify us about changes such as renovations, new pets, additional occupants, extended gaps between services, or newly requested rooms.

2. Preparing for Your Service

Preparing the Home

We do not expect clients to clean before we arrive. However, making the service areas reasonably accessible allows us to spend more time cleaning and less time moving or organizing belongings.

Before the appointment, clients should:

• Remove unnecessary clutter from floors and work surfaces

• Put away cash, jewellery, medication, important documents, firearms, and fragile valuables

• Remove personal items from tubs and showers when those areas are being cleaned

• Ensure requested rooms and surfaces are accessible

• Identify delicate, damaged, unstable, sentimental, or irreplaceable items

• Secure pets as required

• Provide clear access and alarm instructions

• Advise us about any areas that should not be entered or photographed

If significant clutter prevents safe or efficient cleaning, we may need to work around it, adjust the priorities, request additional time, or reschedule the affected work.

Water, Electricity and Basic Utilities

Working water and electricity are required unless another arrangement has been approved in advance.

The property must also have appropriate lighting and a reasonably safe working temperature. If essential utilities are unavailable, we may be unable to begin or complete the service.

Parking and Building Access

Clients are responsible for providing legal and reasonably accessible parking.

Please tell us in advance about:

• Paid parking

• Visitor parking requirements

• Parking permits

• Concierge procedures

• Elevator bookings

• Loading-zone restrictions

• Gated or secured entrances

Paid parking expenses may be added to the invoice. Significant delays entering a building may reduce the available cleaning time or create a no-access appointment.

Delicate or Previously Damaged Items

Clients must tell us about known damage, delicate finishes, antiques, unstable fixtures, improper installations, previous repairs, and sentimental or irreplaceable items.

When an item or surface cannot be cleaned safely, Black Haven may leave it untouched and document the concern.

Products and Sensitivities

Black Haven uses only approved products, tools, and cleaning methods.

Clients must disclose allergies, sensitivities, product restrictions, or special material-care requirements before the appointment.

3. Access, Privacy and Security

Closed-Door Policy

Black Haven follows a strict closed-door policy to protect client privacy and prevent accidental access to restricted areas.

Our cleaning professionals will not open closed interior doors unless permission has been provided.

Closed cupboards, drawers, closets, storage containers, refrigerators, freezers, ovens, and other enclosed areas will not be opened unless their interiors are specifically included in the scheduled service.

A closed door is treated as a request for privacy unless the client has instructed us otherwise. Clients must identify any rooms or enclosed areas that should be cleaned before the appointment.

Door Codes, Alarms and Property Access

Clients may provide access through an approved:

• Door code

• Garage code

• Lockbox

• Key

• On-site contact

• Other agreed access arrangement

Access information is stored securely separate from home addresses and client names- and used only for scheduled Black Haven services.

No Access or Lockout

If we cannot enter because a code does not work, a key is unavailable, an alarm prevents entry, a pet is blocking safe access, or the client is not present as arranged, we will attempt to contact the client.

If access cannot be provided within a reasonable period, the appointment may be treated as a late cancellation or no-access appointment, and a $50 fee may apply.

Privacy and Confidentiality

Client privacy is important to us.

Personal information, access details, property information, and service records are treated as confidential and are only used for legitimate business, scheduling, safety, quality-control, or insurance purposes.

We do not discuss a client’s home or personal circumstances outside legitimate operational needs.

4. During the Appointment

Arrival Times

We strive to arrive at the exact time your service is scheduled to begin.

A 30-minute grace period may occasionally be required due to traffic, weather, road conditions, travel time between appointments, or unexpected delays at an earlier service. This means our cleaning professional may arrive up to 30 minutes before or after the scheduled start time.

When your cleaning professional begins travelling to your property, our scheduling system will automatically send you a text message. This helps you know when they are on the way and when you can expect them to arrive.

Clients at Home

Clients are welcome to remain home during the service.

Whenever possible, we ask clients and other household members to leave the room currently being cleaned. This allows us to work efficiently and reduces the risk of interruptions, tripping hazards, or footprints across freshly cleaned floors.

Please tell us before the appointment about:

• Remote meetings or calls

• Sleeping household members

• Rooms that cannot be entered

• Areas that must be completed at a particular time

• Any other circumstances that may affect the service

Children

Children must be supervised by a responsible adult and kept outside active cleaning areas.

Cleaning equipment, cords, tools, products, and wet floors may create temporary hazards. Black Haven professionals cannot supervise children while providing service.

Pets

We LOVE pets! And expect clients to tell us about all pets in the home.

Pets should be safely secured away from active cleaning areas when they may:

• Attempt to escape

• Interfere with equipment

• Walk across wet floors

• Become distressed

• Display protective or aggressive behaviour

• Create a safety concern

Black Haven may decline to enter or may leave if an animal presents a risk.

Communication and Additional Requests

Service-related instruction updates, added tasks, and changes should be communicated through email to Black Haven.

If additional work is requested during the appointment, we may adjust the existing priorities or request approval for more time.

Furniture and Appliances

Large appliances, heavy furniture, electronics, and unsafe objects are not moved as part of a standard cleaning service.

Smaller items will be moved when doing so is reasonably safe. We may clean around or underneath an object when it cannot be moved without risking injury or damage.

Ladders and Elevated Areas

Our cleaning professionals only use approved equipment and safe working methods.

We do not stand on client furniture, counters, appliances, or other household objects. Elevated areas that cannot be safely reached with a step-stool may be dusted from the ground when possible or trigger a special service request for a two person team and a ladder.

5. Safety, Property Care and Service Limitations

Safe and Respectful Working Conditions

Black Haven is committed to providing a safe and respectful working environment.

We may pause, decline, reschedule, or leave a service involving undisclosed:

• Active pest infestations

• Significant or unassessed mold

• Excessive Human or animal bodily fluids

• Needles, drugs, or drug paraphernalia

• Improperly stored weapons

• Aggressive animals

• Unsafe utilities or structural conditions

• Blocked exits or dangerous clutter

• Extreme indoor temperatures

• Threatening, abusive, discriminatory, or sexually inappropriate conduct

• Conditions outside our service teams training, equipment, or insurance coverage

Serious conditions must be disclosed before booking. A cancellation or attendance fee may apply if a service cannot proceed because an unsafe or specialized condition was not disclosed.

Respectful Workplace Policy

Our professionals are expected to treat every client, household member, and property respectfully. We require the same treatment in return.

Harassment, intimidation, discrimination, threats, unwanted physical contact, sexual comments, aggressive behaviour, or repeated disrespect will not be tolerated.

A Black Haven professional may immediately leave any situation in which they feel unsafe or uncomfortable. Serious or repeated conduct may result in termination of service.

Health and Contagious Illness

Please contact us to reschedule if someone in the home has a contagious illness that could reasonably place our team or other clients at risk.
There is no fee to reschedule an appointment before we begin travelling. Appointments cancelled or rescheduled after we have begun traveling or at the door are subject to a $50 Fee

Black Haven may also need to reschedule if a team member becomes ill.

Cleaning Results and Permanent Conditions

Professional cleaning can significantly improve a property, but it cannot reverse every form of wear, damage, deterioration, or staining.

Conditions that may remain after cleaning include:

• Permanent staining or discoloration

• Scratches, chips, cracks, or corrosion

• Mineral etching

• Worn or failed finishes

• Smoke or nicotine staining

• Damaged grout or caulking

• Damage hidden beneath buildup

• Deterioration caused by age, moisture, improper products, or previous treatment

Black Haven does not guarantee that a property or material can be fully restored to new condition after restoration cleaning has been completed.

Move-out cleaning does not guarantee the return of a damage or security deposit. Deposit decisions remain between the client and the landlord or property manager.

Recurring and Rotational Cleaning

Our recurring service is designed to maintain the home over time.

Core maintenance tasks are completed according to the client’s service plan. Selected detail tasks may be rotated between visits based on the home’s needs, priorities, and available cleaning time.

Not every rotational task is completed during every appointment. Completed work and relevant observations are documented in the service report.

Missed or Skipped Recurring Visits

Skipping a recurring visit may result in additional buildup before the next appointment.

The following visit may require:

• Additional cleaning time

• Adjusted priorities

• A deeper reset service

• A separate appointment for unfinished detail work

Repeated cancellations or extended gaps may affect the availability of the client’s recurring time slot.

Photographs and Service Documentation

Black Haven teams take work-related photographs to document:

• Property condition

• Pre-existing damage

• Safety concerns

• Completed work

• Areas requiring additional attention

• Service quality

Photographs focus on work areas and are stored as part of the service record. We avoid capturing personal or identifying information whenever reasonably possible.

Client property photographs will not be used publicly for advertising or marketing without permission.

Damage and Pre-Existing Conditions

Our professionals are expected to report damage or property concerns promptly.

Pre-existing damage may be photographed before or during the service. Clients should also identify loose, cracked, unstable, improperly installed, repaired, or delicate items before work begins.

Black Haven is not responsible for damage resulting from:

• Ordinary wear and tear

• Pre-existing damage

• Hidden defects

• Improper installation

• Failing finishes or materials

• Previously damaged or repaired items

If a client believes damage occurred during service, the concern should be reported promptly with photographs and relevant details so it can be reviewed fairly.

6. Cancellations, Payments and Quality Support

Cancellations and Rescheduling

We ask for at least 48 hours’ notice when cancelling or rescheduling an appointment.

At door cancellations or appointments cancelled after the team has begun travelling will be subject to a $50 fee for each team member scheduled.

We understand that genuine emergencies and illnesses happen. These situations will be considered reasonably and individually.

Repeated cancellations may result in the loss of a recurring appointment time.

Weather and Emergencies

Safety comes first.

Black Haven may delay or reschedule a service when road conditions, severe weather, power outages, water interruptions, building emergencies, or other unexpected conditions make the appointment unsafe or impractical.

We will notify the client as soon as reasonably possible.

Payment

Payment is due within 24 hours of invoice delivery.

Our invoicing system records when an invoice is successfully delivered and when it has been opened and viewed by the recipient. This information may be used to confirm receipt and address overdue accounts

Late payment without prior arrangements may result in a $25 late fee, collection action, or a pause in future services.

If you experience a problem receiving or paying an invoice, please contact us within the 24-hour payment period so we can assist.

Tips

Tips are always appreciated but never required.

When leaving a cash or electronic tip, please clearly identify it as a tip so it can be directed to the appropriate cleaning professional.

Quality Concerns

We want clients to feel confident in the service they receive.

If something included in the agreed service appears to have been missed or completed below standard, please contact Black Haven within 24 hours.

Whenever possible, include:

• The room or area

• The task involved

• A brief description of the concern

• Clear photographs

We will review the service record and determine an appropriate response. When a concern is verified, Black Haven should be given a reasonable opportunity to inspect or correct the work.

Quality corrections apply to missed or incomplete agreed work. They do not apply to permanent staining, damage, inaccessible areas, time-limited work that was not reached, or conditions that cannot safely or reasonably be removed through cleaning.

Concerns may be more difficult to verify after another person has cleaned, repaired, altered, or used the affected area.

Service Reports

For every booking clients receive a service report documenting:

• Work completed

• Rotational tasks addressed

• Areas that could not be completed

• Property observations

• Damage or maintenance concerns

• Recommendations for a future visit

Service reports support clear communication and help Black Haven maintain consistency between appointments.

Policy Updates

Black Haven may update these policies as our services, safety requirements, and operations evolve.

Clients will be notified directly when a significant change affects an existing recurring service or agreement.

Questions Before Booking?

We welcome questions and would rather clarify expectations before an appointment than create confusion afterward.

If you are unsure whether your property, requested service, budget, or schedule is a good fit for Black Haven, please contact us.

Black Haven Property Services
One Call Cleans It All!