Black Haven Terms & Conditions

Effective Date: May 6th 2026

Welcome to Black Haven Property Services. These Terms & Conditions govern the use of our services, website, online booking system, promotions, and communications.
By booking a service or participating in one of our promotions, you agree to the following terms:

Client Relationships

At Black Haven, we’re committed to building long-term relationships based on trust, respect, clear communication, and mutual understanding.

We believe the best client relationships are partnerships. Our goal isn’t simply to clean homes—it’s to become a trusted part of maintaining them.

Because of this, we recognize that we may not be the right fit for every client, just as every client may not be the right fit for us.

We reserve the right to decline or discontinue service at our discretion, including when we believe a professional working relationship cannot be maintained or when a request falls outside our standards, policies, or areas of expertise.

This may include, but is not limited to:

  • Repeated disrespectful or abusive behaviour toward our team.

  • Unsafe or unsustainable working conditions.

  • Requests that conflict with our policies or professional standards.

  • Repeated late payments, cancellations or failure to comply with service agreements.

  • Situations where we believe another service provider would better meet the client’s needs.

Likewise, clients are free to discontinue service at any time in accordance with our cancellation policy.

Our priority is to create positive, respectful relationships where both our clients and our team feel valued. We believe this approach allows us to consistently deliver the exceptional experience that defines The Black Haven Standard.

1. Booking Requests

Submitting a booking request through our website does not guarantee an appointment.

All appointments are subject to:

  • Service Area Availability

  • Current Recurrent Client Scheduling

  • Staff Availability

  • Service Suitability

A booking is confirmed only after Black Haven Management contacts you and confirms your appointment.

2. Estimates & Pricing

Prices displayed on our website and booking page are estimates only.

Final pricing may vary based on actual Service time booked determined by:

  • Home size

  • Home condition

  • Requested services

  • Accessibility

  • Additional client requests

If additional work is requested during the appointment, additional charges may apply.
Black Haven Staff will NEVER add on and bill for any extra time not approved by the client.

3. Cleaning Hours

Cleaning services are booked based on total cleaning hours, not appointment length.

For example:

  • 8 cleaning hours may be completed by two cleaners in approximately 4 hours.

Black Haven reserves the right to assign one or more team members to complete any first visit, or one-time service.
After an initial Cleaning you will have the same cleaner(s) assigned to your home for recurring services.

4. Payment

Payment is due within 24 hours of service completion unless otherwise agreed upon in writing.

Late payments may be subject to:

  • $25 late payment fee for every 48 hours passed due

  • Collection costs where applicable

Black Haven reserves the right to refuse future bookings for overdue accounts.

5. Cancellations & Rescheduling

Clients may cancel or reschedule their appointment by contacting Black Haven.

A cancellation fee of $50 per team member may apply if:

  • Our team has already been dispatched.

  • Our Team has already arrived and access to the property is unavailable.

  • The appointment cannot proceed due to Pest infestation, unsafe levels of mold present, unsafe working environment, or at door cancellations.

Repeated last-minute cancellations may result in future booking restrictions.

6. Access to the Property

Clients are responsible for ensuring our team can safely access the property.

If our team cannot gain entry, lock-out fee of $50 per team member scheduled to your home may apply.

7. Satisfaction Guarantee

If you believe we missed an area included within your scheduled service, please notify us within 24 hours.

We will inspect the concern and, return to correct and missed areas at no additional charge.

This guarantee does not cover:

  • Areas outside the agreed scope

  • Permanent staining

  • Damage caused prior to our visit

  • Normal wear and tear that cannot be improved with cleaning

8. Property Damage

While every reasonable precaution is taken, accidents can occasionally happen.

Any concerns regarding possible damage must be reported within 24 hours of service completion.

Black Haven will investigate all claims promptly.

Black Haven is not responsible for damage resulting from:

  • Existing wear

  • Improper installation

  • Pre-existing defects

  • Improperly secured fixtures

  • Manufacturer defects

9. Client Responsibilities

Clients agree to:

  • Provide accurate booking information

  • Secure firearms and hazardous materials.

  • Ensure utilities are functioning (Hot water and electricity)

  • Notify Black Haven of pets, alarms, access instructions, or any potential safety concerns.

10. Safety

Black Haven reserves the right to refuse or discontinue service where unsafe conditions exist, including but not limited to:

  • Aggressive animals

  • Biohazards

  • Pest infestations

  • Illegal activity

  • Unsafe structural conditions

  • Extreme indoor temperatures

  • Any condition posing a risk to our clients or staff

11. Before & After Photos

Black Haven takes time stamped photographs before, during, and after services for:

  • Quality assurance

  • Documentation

  • Internal training

  • Protecting both client and company

Photos are never used publicly for marketing without client permission.

12. Service Reports

Black Haven provides clients with a detailed Service Completion Report documenting:

  • Areas serviced

  • Maintenance concerns observed

  • Recommendations

  • Photo documentation

  • Suggested future services

These reports are informational only and do not constitute professional building inspections.

13. Maintenance Observations

Our staff may identify maintenance concerns during cleaning.

Examples include:

  • Water leaks

  • Damaged caulking

  • Loose fixtures

  • Moisture damage

  • Mold concerns

These observations are provided as a courtesy only.

Black Haven accepts no responsibility for diagnosing or repairing maintenance issues.

14. Promotions

Promotions cannot be combined unless specifically stated.

Black Haven reserves the right to modify, suspend, or discontinue promotions at any time without notice.

Promotional offers have no cash value.

Lucky Duck Promotion – $50 Off

The Lucky Duck Promotion provides a credit on your Client profile for:

  • $25 off your first completed cleaning service

  • $25 off your second completed cleaning service

Eligibility

  • Available to new residential clients only.

  • One promotion per household.

  • Valid only on services meeting Black Haven’s minimum service requirements.

Conditions

  • The first credit is applied after completion of the first eligible cleaning service.

  • The second credit is applied after completion of the second eligible cleaning service.

  • Credits cannot be redeemed for cash.

  • Credits cannot be transferred to another customer.

  • Missed, cancelled, or unpaid appointments may void the promotion.

  • If recurring service is cancelled before the second eligible visit, the remaining credit is forfeited.

Monthly Free Cleaning Giveaway

Each calendar month, Black Haven selects one winner to receive a complimentary residential cleaning service.

Eligibility

Entrants must:

  • Be at least 18 years of age.

  • Reside within Black Haven’s service area.

  • Complete the official giveaway entry form.

No purchase is necessary to enter.

Prize

Winner receives:

  • One complimentary 3 Hour residential cleaning service.

The exact scope of the complimentary cleaning are determined by Black Haven and may vary depending on scheduling and the home’s condition.

Conditions

  • Prize has no cash value.

  • Prize cannot be transferred or exchanged.

  • Winner must schedule the cleaning within 30 days unless otherwise approved.

  • Additional services requested beyond the complimentary service will be charged separately.

  • Black Haven reserves the right to substitute the prize if necessary.

  • Winner agrees that Black Haven may announce their first name and community on social media and marketing materials unless otherwise requested.

15. Intellectual Property

All content on the Black Haven website, including logos, photographs, graphics, written materials, checklists, forms, training systems, and branding, remains the property of Black Haven Property Services..

Unauthorized reproduction is prohibited.

16. Privacy

Black Haven respects your privacy.

Client information is used only for:

  • Booking services

  • Providing estimates

  • Customer communication

  • Service documentation

  • Legal and accounting requirements

We do not sell client information to any third parties.

17. Limitation of Liability

Black Haven’s liability is limited to the value of the cleaning service provided.

Under no circumstances shall Black Haven be liable for indirect, incidental, special, or consequential damages arising from the use of our services.

18. Changes to These Terms

Black Haven reserves the right to update these Terms & Conditions at any time.

The most current version will always be available on our website.

Contact Us

Black Haven Property Services

If you have any questions regarding these Terms & Conditions, please contact us before booking your service.

We’re always happy to help.