Terms & Policies

We reserve your appointment time and assign a team to your home, so timely notice matters. 24+ hours' notice: reschedule or cancel free. Less than 24 hours / same-day: a $50 short-notice fee. Team already on the way: a $50 trip fee. No-show, lockout, or no access: up to 100% of the service total. There is no deposit; the card on file is used for any applicable fees and for payment after a completed clean. To reschedule, call or text (346) 615-8455 as early as possible — voicemails left for an individual cleaner do not count as notice.

To clean your home we need reliable access at the scheduled time — someone home, a working gate/door code, a lockbox, or key arrangements, with gates unlocked, parking available, and pets secured. If our team arrives and cannot gain access — after traveling to the property and reserving your appointment time — the full service amount may be charged to the card on file. This includes no one home when access was required, a locked or blocked gate, a wrong or non-working code, an unsecured pet that prevents safe entry, or being turned away at the door.

If your home uses gate codes, door codes, lockboxes, smart locks, or a security alarm, please provide working codes and clear arm/disarm instructions before your appointment and keep them current. We use this information solely to perform your cleaning and keep it confidential. We are not responsible for false-alarm or monitoring fees caused by incorrect or outdated codes/instructions you provided. If a code or alarm prevents safe entry, it is treated as a no-access situation under the Lockout / Access Policy.

A valid card on file is required to reserve an appointment. No deposit is charged. About 24 hours before service the card is pre-authorized (a temporary hold, like a hotel or rental car); the final amount is charged only after your cleaning is completed. The card on file also covers applicable fees in these policies (short-notice cancellation, trip, lockout/no-access, or an approved revised estimate). Payments are processed securely by Square; we do not store full card numbers.

Your quote is based on the information you provide. At the initial walk-through we verify the home's actual size, condition, and requested services. If the actual condition, size, scope, or requested services differ from what was originally provided, we'll present a revised estimate before work begins — and no additional work is performed without your approval. You may approve the revised estimate, adjust the scope, or reschedule.

Homes with heavy pet hair, heavy dust, grease, mineral/soap buildup, or general neglect take significantly more time and supplies than a typical clean. If the home's actual condition exceeds what was described, we'll present a revised estimate before work begins — you can approve it, adjust the scope, or reschedule. Some built-up conditions may require a Deep or Reset clean first, or may not be fully removable in a single visit; we'll set honest expectations at the walk-through.

Your satisfaction is guaranteed. If you're not happy with any area we cleaned, tell us within 24 hours and we'll return and re-clean that area free of charge. Report concerns by call or text to (346) 615-8455 or email [email protected]. The guarantee covers re-cleaning the affected areas to the agreed scope and condition; it is not a cash refund of a completed service.

Our teams are insured and treat your home with care. If you believe something was damaged during a cleaning, report it within 24 hours so we can inspect promptly. Where Texas Nova Cleaning is responsible, we will repair, replace, or reimburse the affected item at our reasonable discretion, subject to our insurance. We are not responsible for pre-existing damage or wear; improperly mounted or unsecured items; items you asked us not to touch; or high-value or fragile items not disclosed in advance.

Please secure cash, jewelry, firearms, medications, collectibles, important documents, and any high-value, fragile, or irreplaceable items before your appointment, and point out anything we should not touch at the walk-through. Our cleaners are insured and background-checked, but to protect everyone we ask that valuables be put away. We are not responsible for items that were not disclosed and secured, for cash left out, or for moving items we were asked not to touch. Damage concerns are handled under the Damage Claim Policy.

If there is ever a problem with a charge or a cleaning, please contact us first within 24 hours so we can review it and make it right. By keeping a card on file and booking service, you authorize charges for completed services and applicable fees. Filing a chargeback without first contacting us is not a substitute for our satisfaction process; for completed work or fees properly owed, we may contest the dispute with our documentation. This does not limit your rights under applicable law or card-network rules.

Working electricity, running water, and reasonable climate control must be available for us to clean effectively and safely — especially for move-in and move-out cleans. If utilities are not on when we arrive, we may not be able to complete the clean; it is treated as a no-access situation under the Lockout / Access Policy. Please confirm utilities are on before your appointment.

Move-in and move-out cleans are most effective in an empty home with working utilities. Furniture, boxes, and belongings still present may limit what we can reach and may change the scope and price. These cleans cover normal residential cleaning and cabinet/appliance interiors as agreed; they do not include trash/junk haul-away beyond normal cleaning, repairs, painting, carpet shampooing, or removing heavy construction debris. Results depend on the home's condition and how long it sat; we set honest expectations at the walk-through.

When appliance cleaning is included or requested (oven, refrigerator, microwave, dishwasher), we clean the surfaces and interiors to the agreed scope. We do not install, uninstall, repair, or service appliances, and we are not responsible for pre-existing mechanical issues, prior damage, wear, or for appliances that fail during normal cleaning despite reasonable care. We will not move heavy appliances where doing so risks damage, unless safe and agreed in advance. Damage concerns are handled under the Damage Claim Policy.

We love pets and welcome pet-friendly homes. Please let us know about pets when booking and secure any pet that may be anxious, protective, or could get loose while doors are open. A small pet fee may apply. For safety, our team will not clean where an unsecured animal prevents safe access; pet waste/litter cleanup is not included unless agreed in advance. An unsecured pet that prevents entry may be treated as a no-access situation.

For the safety of our team, your home, and other customers' homes, we cannot clean homes with active infestations — roaches, fleas, bed bugs, rodents, or similar. If an active infestation is found, we may pause or stop the clean; a trip fee or the reserved service amount may apply if we have already arrived. We are not a pest-control provider and do not treat infestations. Once the home has been professionally treated and cleared, we're happy to return.

Our teams do not handle biohazards — blood or bodily fluids, human or animal waste beyond routine bathroom/litter cleaning agreed in advance, vomit, needles/sharps, mold remediation, sewage, crime/trauma scenes, or hazardous chemicals. If biohazard conditions are present, we will not clean those areas and may stop service for safety; a trip fee or the reserved service amount may apply if we have already arrived. We can refer you to a licensed biohazard-remediation specialist.

Texas Nova Cleaning provides standard residential cleaning and is not a hoarding-remediation, junk-removal, or biohazard service. Homes with hoarding-level clutter, blocked walkways/exits, unstable stacks, or unsafe conditions fall outside our scope. If we encounter such conditions we may decline or stop service for safety, and a trip fee or the reserved service amount may apply if we have already arrived. We're glad to clean once the space is cleared and safe.

The safety of our team comes first. We may decline, pause, or stop a cleaning — before or during service — for unsafe or inappropriate conditions, including biohazards, mold, pest infestation, hoarding-level clutter, threatening or impaired behavior, illegal activity, or conditions materially different from what was described. Where we stop after arriving and reserving your time, a trip fee or the service amount may apply. We do not discriminate on the basis of any protected class.

For the safety of our team and your home, Texas Nova Cleaning may reschedule cleanings during hazardous Houston weather — flooding, severe storms, hurricanes/tropical weather, icing, or official warnings. Weather reschedules carry no penalty to you. We'll contact you as early as possible to move your appointment to the next available day, and recurring customers keep their place in the schedule.

To protect both you and our team and to maintain quality, our cleaners may take before-and-after photos of the areas serviced. These may be used for quality control, training, and resolving any satisfaction, damage, or dispute matter — and, only with your separate permission, marketing. Photos focus on cleaned surfaces, are stored securely, and are not sold or shared for third-party marketing. Tell us at the walk-through if you'd prefer we not photograph certain areas.

A walk-through is part of every cleaning. Before cleaning we review your priorities and scope, verify the home's condition, and confirm expectations. After cleaning we review the completed work, address concerns, and confirm your satisfaction. If you're not home for the final walk-through, contact us within 24 hours and we'll make it right.

All estimates are based on the information provided by the customer. Upon arrival, Texas Nova Cleaning performs an initial walk-through inspection. If the actual condition, size, scope, or requested services differ from the information originally provided, a revised estimate may be presented before work begins. No additional work will be performed without customer approval.

Recurring customers may skip or pause visits — just give us 24+ hours' notice (the Cancellation Policy applies to short-notice skips). Your recurring discount is based on maintaining your selected frequency; repeatedly skipping can change the effective frequency and the applicable discount on future visits. Long pauses may release your standing time slot, and extended gaps may require a Deep/Reset clean to return the home to maintenance condition. Final pricing and savings are confirmed during the quote and booking process.

Texas Nova Cleaning is closed on all calendar holidays so our family-owned team can spend those days with their families, and we do not schedule cleanings on calendar holidays. Cleaning runs Monday–Saturday (closed Sundays). Customer service is available 7 days a week, 9 AM–9 PM, with limited availability on holidays. If a recurring clean falls on a holiday or closed day, we'll reschedule the nearest available day.

We collect only what we need to quote, schedule, and deliver your cleaning and to communicate about service. Card payments are processed by Square; we don't store full card numbers. By opting in you consent to service-related texts (frequency varies; message & data rates may apply; reply STOP to opt out, HELP for help). We do not sell or share your mobile information or opt-in consent with any third parties or affiliates for marketing. Request access or deletion at [email protected].