These Terms govern your use of services provided by Hawaii Natural Clean (“HNC,” “we,” “our”), and your access to our website and customer portal at hnc-crm.vercel.app and any custom domain we operate. By booking a cleaning, signing in to our portal, or otherwise using our services, you agree to these Terms.

1. Services

HNC provides residential and commercial cleaning services on the islands of Oahu and Maui. The specific scope of each cleaning is determined at booking based on property characteristics and service type (regular, deep, move-out, airbnb turnover, or commercial). HNC reserves the right to refuse service for any property that presents safety, access, or condition concerns.

2. Booking, scheduling, and cancellation

• Appointments may be booked through our website, by phone, or by SMS. Recurring appointments (weekly, biweekly, monthly) are scheduled as a series and may be modified or cancelled in accordance with this section.
• You may reschedule or cancel an appointment with at least 24 hours’ notice at no charge. Cancellations or reschedules with less than 24 hours’ notice may be subject to a fee equal to 50% of the scheduled service price, billed to the payment method on file.
• If our cleaner cannot access your property at the scheduled time (locked door, code mismatch, etc.) and we are unable to reach you within 30 minutes, the appointment may be treated as a same-day cancellation.
• HNC may reschedule an appointment due to weather, illness, or unforeseen logistics. We will provide as much notice as possible and will not charge any fee in connection with our own reschedule.

3. Pricing and payment

• Pricing is communicated at the time of booking and is calculated from property details, frequency, and service type. Hawaii General Excise Tax is applied to all charges as required by state law.
• Frequency discounts apply automatically to recurring weekly, biweekly, and monthly bookings. Discounts apply only while the recurring schedule remains in effect.
• Payment is processed through Stripe. By providing payment information, you authorize us to charge the card on file for completed services, applicable taxes, tips you have arranged, and fees described in these Terms.
• Tips are optional. You may add a tip at the time of booking, after service, or via a tip link sent to you. 100% of any tip you provide is paid to your cleaner’s next paycheck.
• Invoices are due on the terms shown at billing (typically Net 15 or Net 30). Past-due invoices may incur a late fee or pause future service.

4. Cleaners are independent contractors

Our cleaners are independent contractors, not employees of HNC. HNC is responsible for the quality of service delivered and for paying cleaners for completed work. Cleaners use their own judgment regarding cleaning methods within the scope agreed at booking.

5. Access and your responsibilities

• You agree to provide safe, lawful access to the property at the scheduled time, including any required entry codes, keys, or instructions.
• Pets that may be aggressive, anxious, or escape-prone should be secured during service. Notify us in advance of any pet considerations.
• Please secure or remove valuable, fragile, or sentimental items before service. While our cleaners are careful, accidents can happen and we ask that irreplaceable items not be in the cleaning path.
• Notify us of any hazardous materials, biohazards, or unsafe conditions at the property before service. We may decline to clean specific areas that present a safety risk.

6. Quality guarantee

If you are not satisfied with a cleaning, contact us within 24 hours of service and we will return to address the specific areas of concern at no additional charge. This guarantee applies to the items missed or inadequately cleaned, not to a refund of the entire service.

7. Damage and liability

• HNC carries general liability insurance. If our cleaner damages your property during service, contact us within 48 hours with a description and photographs. We will investigate and respond, including coordinating with our insurer where appropriate.
• HNC is not responsible for: pre-existing damage; damage to items not in working order at the time of service; damage caused by improper installation by others; or normal wear and tear arising from cleaning of fragile surfaces (e.g., older painted finishes that lift during normal cleaning).
• To the maximum extent permitted by law, HNC’s aggregate liability for any claim arising from a single appointment is limited to the amount you paid for that appointment.
• HNC is not liable for indirect, incidental, special, consequential, or punitive damages.

8. Communications

By providing your phone number and email, you consent to receive transactional messages relating to your appointments (confirmations, reschedule notices, invoices, tip requests). You may also receive occasional marketing messages, which you can opt out of at any time by replying STOP to SMS or clicking “unsubscribe” on emails.

9. Account security

If you create an account in our customer portal, you are responsible for maintaining the confidentiality of your sign-in credentials and for activity under your account. Notify us promptly of any unauthorized access.

10. Termination

You may stop using our services at any time. We may decline future service or terminate an account for non-payment, repeated last-minute cancellations, abusive or unsafe behavior toward our cleaners, or other conduct inconsistent with these Terms.

11. Governing law and disputes

These Terms are governed by the laws of the State of Hawaii. Any dispute arising from these Terms or our services shall be brought in the state or federal courts located in Honolulu County, Hawaii, and you consent to the personal jurisdiction of those courts.

12. Changes to these Terms

We may update these Terms from time to time. The “Last updated” date at the top of this page reflects the most recent change. If we make material changes, we will notify you by email or through the portal before the change takes effect. Continued use of our services after a change indicates acceptance of the updated Terms.

13. Contact

Questions about these Terms? Email dane@hawaiinaturalclean.com.