Terms of Service

BILLING INFORMATION:
A valid payment method must be kept on file for all services.
By approving a quote and providing a deposit with an acceptable payment method, you authorize Nova Home Management to securely store your payment information and charge your saved payment method for completed services, cancellation fees (if applicable), and any charges authorized under these Terms of Service.
All services will be paused until a payment method on file is added.

PAYMENT METHODS:
Payment is due immediately upon completion of each service unless prior arrangements have been made. Once a payment method is saved on file, you may opt to have it automatically charged after each visit. We accept payments via Zelle, Venmo, card, or ACH.

LATE FEES:
Payments not received within 24 hours of service completion will incur a $15 late fee. Continued non-payment for more than 7 days will result in automatic withdrawal from the payment method on file and possible suspension of future services. Failure to resolve overdue payments within 14 days may result in account termination and referral to collections.

All sales are finalized, and we do not offer refunds for services given.

We strive to provide exceptional home management services. If, for any reason, you are unsatisfied with our services, please notify us within 24 hours of the service completion. Satisfaction concerns will be evaluated by Nova Home Management, and any remedy offered shall be at Nova's sole discretion. The assigned Home Assistants may offer a complimentary re-service for the specific area in question.

Cancellations or rescheduling requests must be made at least 24 hours before the scheduled service.

If you need to cancel your service more than 24 hours before your appointment, we are happy to reschedule.

Any cancellations or changes made within 24 hours of the scheduled service are subject to the service provider’s discretion and may incur a cancellation fee equal to 50% of the charges for that service. This fee must be paid before the next scheduled service, or charged to the provided card on file.

CLIENT RESCHEDULE: Consistency is key to maintaining a clean and manageable home. If a client skips or postpones a scheduled cleaning, a 10% surcharge will be added to the next visit to account for the additional time and effort required due to the buildup of dirt and clutter.

NOVA RESCHEDULE: If Nova Home Management needs to reschedule a service unexpectedly, we will apply a 10% discount to the client’s next cleaning as a gesture of appreciation for their understanding.

All new clients requesting home cleanings must schedule a first-time/ initial cleaning, before starting regular maintenance services. This is an intensive cleaning that requires extra time, labor, and supplies to thoroughly clean accumulated grime and areas that need extra attention in preparation for future maintenance or "basic" cleans. This is mandatory, ensuring the best results for ongoing maintenance.

Due to the varying scope of work, all initial/ first time/move-in/move-out services are billed at an hourly rate. The total time required will depend on the size and condition of the home.
Clients may request a maximum hourly limit per visit to manage budget. In these cases, remaining tasks will be scheduled across future visits until the scope of work is complete. Following the initial service, recurring maintenance cleanings are billed at a flat rate, determined by the selected service package and the home’s ongoing needs.

This policy ensures fairness and transparency, especially for first-time visits where the true scope of work may not be fully known until the team is on-site.

To perform our home management services, we require access to your property on the scheduled date. Please ensure entry is provided, either through a key, alarm code, or access instructions.

LOCK OUT: If for any reason, Nova Home Management is unable to access the property for cleaning services, the client will have a 30-minute window to provide us with access to the property. If the client fails to provide entry within the specified time frame, a fee equal to 50% of the estimated cleaning costs will be charged to cover the costs associated with the inability to perform the services.

ALARMS: Client is responsible for disarming any security systems prior to Service Provider's arrival and for re-arming the system after Service Provider's departure. Service Provider is not responsible for any alarm activations or related costs.

RESOURCES: Homes must have running water, air, and electricity to be serviced. The temperature of the home should not be over 76 degrees. Home assistants have the right to set the temperature of the home to a comfortable working level. If any of these resources are not available, the service will be canceled and incur a cancellation fee.

Nova Home Management offers a range of services. Details of services that are to be provided will be discussed during the booking process. Service specifics provided must be confirmed in writing and saved in our files for mutual understanding of the agreed-upon services.

COMMUNICATION: To ensure accurate scheduling, pricing, and documentation, all service requests, changes, cancellations, concerns, and approvals must be communicated directly with Nova Home Management. Home Assistants are not authorized to modify pricing, scheduling, the agreed scope of work, approve refunds, change service frequency, waive fees, or alter this agreement.

ADDITIONAL SERVICES: If you would like to add on additional services, please let us know prior to your scheduled servicing date, add-on services will be subject to availability and scheduling. All additional services and/ or charges will be disclosed and approved by homeowner before being performed. Once approved we will adjust the service rate and perform the service.

SERVICE SCOPE AND EXPECTATIONS: Service rates are subject to change as the condition of your home changes. If the amount of time and effort needed to service your home differs significantly from the estimate, then an adjustment of the price will be necessary. Nova Home Management reserves the right to re-evaluate the rates at any time to allow for business-related costs and increases. You will be notified of any rate changes in advance to service and charges.

SERVICE CHANGES & FILING: All service changes and expectations must be communicated directly with management to ensure proper documentation and clear communication. We do not accept changes through cleaners, ensuring everyone is on the same page and all necessary information is recorded.

OUTDOORS: We do not offer services for the exterior of the home or any outdoor surfaces.

UNSAFE ENVIRONMENT: The Home Assistant's safety is a top priority. Services may be delayed, rescheduled, or canceled if unsafe conditions are present, including but not limited to severe weather, hazardous environments, or inappropriate behavior from individuals or animals on the premises. Client assumes responsibility for any injury or damage caused by their pets or people during service.

PHONE ACCESS: Reliable communication must be available at the service location. If cell service is limited or unavailable, we may request access to Wi-Fi to maintain contact with our office and emergency support if needed.

If the assigned Home Assistant determines the environment is unsafe at any point, service may be stopped immediately. Service charge will still be applied from 50% of the service cost to full 100%, based on scope of work completed.

RISK SERVICES: If an area requires access that risks the well being of the home assistant (e.g. client requests us to use their ladder or climb on furniture), the area can not be serviced due to safety reasons. Home assistants may only use their own provided step stool when providing services. We will inform the client of any areas that cannot be safely serviced due to height limitations or safety risk

DANGEROUS MATERIALS & BODILY FLUIDS: Please ensure there are no animal or human feces, bodily fluids (including vomit, saliva, blood, or similar substances), needles, or body harming materials present in the areas to be serviced. These materials pose serious health risks to Home Assistants. Any areas that do not comply with this policy will be skipped during service.

PESTS: For the safety of our staff and to maintain hygiene standards, Nova Home Management does not provide services in environments with active infestations of hazardous pests, such as cockroaches, bed bugs, or similar. If such conditions are identified during service, cleaning will be paused immediately, and the client will be notified. Services may be rescheduled after professional pest control has been completed.

SICKNESS: To help keep you, the Home Assistants, and other clients safe, we kindly ask that you notify us if you are feeling unwell or have any symptoms of illness. If the Home Assistant arrives and notices symptoms or conditions that suggest potential illness, services may be rescheduled to protect both parties.

OUTDOORS: We do not clean the exterior of homes or outdoor surfaces.

Areas in the home with excessive clutter may be skipped during the servicing process, as it hinders our ability to efficiently and effectively clean the space. We kindly ask that the client ensures the home is tidied prior to our scheduled arrival.

If you have excessive clutter, and still would like to be serviced, there will be a clutter fee applied ranging $5-50 per cluttered area. The fee will be based on the amount of extra work the Home Assistants will need to service. This will be subject to Nova Home Management, and any additional services or fees will be announced to the homeowner before our service is completed or fees are charged.

If the clutter impedes our ability to perform standard cleaning tasks, Nova reserves the right to skip cluttered areas. The client will still be charged the full service amount. If the entire home is severe with clutter, Nova will reschedule, and the client will be charged at least %50 of the service amount.

The cleaning service provided by Nova Home Management does not include the moving of furniture unless specifically requested and agreed upon in advance. If the client requests that furniture be moved as part of the cleaning process, an additional fee will apply, which will be determined based on the scope of the work involved. The client will be informed of the additional charge prior to the commencement of the service. Nova Home Management will not be held responsible for any damage to furniture or property that results from moving items with prior consent.

To ensure we do not discard anything of value, Nova Home Management will only remove waste that is clearly identifiable as dirt or debris, such as dust, lint, small floor scraps, and items inside of trash bins. Nova does not determine what is or is not trash in a client’s home and will not dispose of personal items, papers, or household belongings. If additional trash removal is needed, arrangements must be made in advance. Nova Home Management is not responsible for the disposal of any items beyond routine cleaning debris

Nova Home Management provides most of the supplies and equipment needed for each service. If the client has a product preference they would like to supply, they must have it approved by Nova management in advance to ensure the product meets health standards and align with the care we promise. Nova reserves the right to refuse certain products that do not meet our health, safety, or cleaning standards. Nova Home Management is not responsible for damage to or malfunction of client-provided vacuums, appliances, tools, or equipment resulting from use during service.

VACUUM & TOILET BRUSHES: Clients must have a functioning vacuum and a toilet brush for each bathroom readily available during every service. Depending on the Home Assistant's cleaning methods and the services being performed, these items may be used at their discretion. If they are unavailable, inaccessible, or not in working condition, Nova Home Management cannot guarantee that vacuuming or toilet bowl cleaning will be completed.

TRASH BAGS: Please provide your Home Assistant with your homes preferred trash bags. If none are supplied, trash removal will still be serviced, but a new bag will not be replaced inside the can.

TRASH SERVICE: Part of our services include trash removal, if you would like this service please provide the team with an available outdoor/industrial trash can used for waste removal. If the location of said industrial trash can is not provided, trash will not be taken out. Clients must ensure the industrial trash can is easily accessible for the Home Assistants.

To avoid waste, the Home Assistants only takes out trash that is in need of changing, 50% full or more. This is our general protocol, but trash can be replaced every time no matter how full, per request of the client.

DISH DETERGENTS: We provide dish soap and sponges for hand washing. Clients are responsible for providing their preferred dishwasher detergent.

If your cleaning package does NOT include a dish washing service, please be sure to clear your sink of any dishes prior to our arrival.

If there are five (5) or less dishes we will promptly move them to clean the sink, and then place the dishes back.

If there are five (5) or more dishes, the sink will not be serviced unless you would like to add on a dish washing service for an additional charge. This will be communicated between Management and the client before any services or fees are applied.


DISH WASHING SERVICE:

LOAD SIZE: A 'load' of hand-washed dishes is defined as a standard-sized kitchen sink filled comfortably with dishes. A 'load' for dishwasher services is defined as a fully loaded standard-sized dishwasher.

DETERGENTS: We provide dish soap and sponges for hand washing. Clients are responsible for providing their preferred dishwasher detergent.

DELICATES: Please inform us of any delicate items before service begins. Client is responsible for separating any delicate items before service begins. Nova Home Management is not responsible for damage to excluded items.

LIABILITIES: In the event of a broken dish, Nova Home Management's liability shall be limited to $15 per dish. Nova Home Management is not responsible for damage caused by pre-existing conditions (e.g., chips, cracks) or manufacturer defects.

DISHWASHER: Client is responsible for ensuring their dishwasher is in working order and readily accessible for loading and unloading services. Nova Home Management is not responsible for issues arising from malfunctioning dishwashers.

HANGERS: If you prefer your clothes to be hung, please provide an adequate supply of hangers at the time of pick-up/ laundry service.

LOAD SIZE: Laundry load size is determined by the standard hamper provided by Nova Home Management.

PRODUCTS: Client is responsible for informing Nova Home Management of any allergies to detergents or fabric softeners. Use of client-provided products for out-of-home laundry services can be arranged on request.

INVENTORY: To ensure accurate record-keeping and maintain the quality of our services, Nova Home Management utilizes video documentation of each laundry load prior to washing. This video inventory serves as a record of the items received and their condition.

DELIVERY: Pick-up and delivery are typically scheduled in conjunction with the client's next servicing appointment. Expedited delivery is available for a fee, ranging from $15-$45.

REMOVAL OF FOREIGN OBJECTS: Clients are responsible for ensuring that all clothing is free from foreign objects such as pens, jewelry, lighters, or any other items that may be left in pockets or attached to garments. Nova Home Management is not liable for any damages resulting from foreign objects left in clothing, including but not limited to damage to fabrics, said foreign objects, or laundry equipment. If any items are not removed prior servicing, Nova Home Management will not be held responsible for any loss or damage incurred.

STAINS: If clients would like specific stain treatments, they must notify us in advance. Failure to notify us ahead of time may result in stains being missed or not treated as requested. While every effort is made to remove stains, Nova Home Management is not responsible for stains that are set, particularly stubborn, or of unknown origin. Garments with excessive staining may be subject to additional charges or may not be accepted for treatment.

SPECIAL GARMENT CARE: Client is responsible for notifying Nova Home Management of any special garment care requirements (e.g., dry clean only, delicate items). Nova Home Management is not responsible for damage to garments due to failure to provide proper care instructions. Nova Home Management reserves the right to refuse service for garments requiring specialized care that we do not offer.

GARMENT LIABILITY: In the event of damage or loss to any garment, Nova Home Management's liability shall be limited to $25 per garment. Nova Home Management is not responsible for damage caused by pre-existing conditions (e.g., rips, tears, stains) or manufacturer defects.

CRATED POLICY: We do not require pets to be crated as long as they are non-aggressive and friendly. However, if the Home Assistant feels threatened by a pet at any point during the service, they have the right to stop completing the service. 50% - 100% of the expected rate may still be charged.

PET FEE: Due to the increased cleaning required in homes with pets, including hair removal, odor control, and use of specialized products, homes with pets will have a slightly higher rate.

PET BEHAVIOR: Nova Home Management is not liable for any damage to the home, belongings, people, or animals caused by pet behavior during the service. This includes scratching, chewing, harming, or any other destructive behaviors exhibited by pets.

WELL BEING: Nova Home Management will exercise reasonable care and caution while handling pets; however, we cannot guarantee the emotional or physical well-being of the pet(s) while in our care. Clients agree that they will not hold Nova Home Management liable for any injury, stress, or illness caused to the pet(s) during the service.

CARE INSTRUCTIONS: Clients must provide clear instructions for any pet care needs (e.g., feeding schedule, medical requirements). Nova Home Management is not responsible for any miscommunication or mistakes regarding pet care unless explicitly stated in the service agreement.

Certain services may incur additional travel fees based on location and service requirements. These fees cover extra time, fuel, and transportation costs and will be communicated clearly before booking.

For the safety and efficiency of the Home Assistants, we request that clients refrain from being in the rooms we are actively cleaning. This allows us to focus on providing you with the best possible service, accessing all areas, and minimizes potential disruptions to stay on schedule. We understand that you may need to be in certain areas of your home, so please communicate any specific needs with us in advance so we can coordinate accordingly.

Nova Home Management reserves the right to discontinue cleaning services or to skip specific areas if client presence hinders our ability to perform our duties.

We do not re-clean areas that have already been cleaned during the same service visit due to other people working in or using the space afterward. 

We value the privacy of our clients. Our team respects the confidentiality of your home and we ask that our clients maintain mutual respect with the Home Assistants.

For marketing, quality assurance, and documentation, Nova Home Management or the assigned Home Assistant may document the condition of the home through photographs.

Client is responsible for securing all valuables, fragile items, and sentimental items prior to Service Provider's arrival. Service Provider is not responsible for any damage to such items. Nova reserves the right to avoid cleaning around these items if moving them presents an unreasonable risk.

ELECTRONICS: Home Assistants will not handle computers, televisions, gaming systems, servers, or other electronic equipment beyond routine dusting unless specifically requested. Nova is not responsible for any damage resulting from cleaning these items.

DAMAGE CLAIMS: Clients must report any alleged damage within 24 hours of service completion and provide photographs of the affected area or item. Nova Home Management cannot investigate or consider damage claims reported after this period.

Nova Home Management exercises reasonable care while providing services; however, accidents can happen. Any concerns regarding property damage or missing items must be reported to Nova Home Management within 24 hours of service completion and supported with photographs or other relevant documentation when applicable. Nova Home Management will review and investigate all reported claims to determine an appropriate resolution. Nova Home Management is not responsible for normal wear and tear, pre-existing damage, improperly secured valuables, improperly secured fragile items, defective or unstable furniture, fixtures, appliances, or equipment, or for missing items that cannot be reasonably verified.

Service Provider is not responsible for any pre-existing damage, wear and tear, or conditions at the Client's property. This includes but not limited to damage resulting from normal wear and tear, improperly installed fixtures, loose hardware, deteriorated surfaces, or items with pre-existing damage.

Rusted fixtures, deteriorated or stained caulking, failing grout, damaged finishes, and hard water staining, etc. may not improve through cleaning.

Some flooring materials, finishes, and sealants may react differently to routine cleaning. Nova Home Management is not responsible for damage resulting from pre-existing wear, improper installation, manufacturer defects, or failure of protective finishes.

Client agrees not to directly or indirectly solicit, hire, employ, or engage any of Nova Home Management's employees or independent contractors during the term of this agreement and for a period of two (2) years following its termination. In the event of a breach of this provision, Client agrees to pay Nova Home Management a liquidated damages fee of $1,500 per employee or independent contractor. This fee is intended to compensate Nova Home Management for the costs associated with recruiting, onboarding, and replacing such personnel.

Nova Home Management reserves the right to assign, substitute, or change the Home Assistant providing services at any time. While we strive for consistency whenever possible, scheduling, availability, illness, vacations, and business needs may require a different qualified Home Assistant to complete the service.

Nova Home Management coordinates and manages client bookings and assigns qualified Home Assistants to perform services. The individual providing services may vary from visit to visit based on availability, scheduling, and business needs.

We welcome all feedback. Please contact "contact@novahomemanagement.com"
We are committed to addressing any issues promptly.

You may cancel our services at any time with written notice.
We reserve the right to terminate service to any client who fails to adhere to our policies.

To protect the well-being of the Home Assistants and ensure quality service, all clients are expected to adhere to the policies outlined in this agreement. If any policy is violated—such as the presence of unsafe conditions, hazardous materials, inappropriate behavior, or any other issue that requires the Home Assistants to stop service—a fee equal to 50% of the total scheduled service cost will be charged. This fee covers the time, travel, and resources already committed to the appointment.

Nova Home Management reserves the right to modify these policies/terms of service as needed.

Client hereby releases and forever discharges Nova Home Management, its officers, employees, independent contractors and agents, from any and all claims, demands, actions, causes of action, or liabilities of any kind or nature whatsoever, known or unknown, suspected or unsuspected, which Client now has or may hereafter have against Nova Home Management, arising out of or in any way related to the services provided by Nova Home Management, except for claims arising from the gross negligence or willful misconduct of Nova Home Management.

Limitation of Liability: Except in cases of gross negligence or willful misconduct, Nova Home Management's total liability for any claim arising out of a service appointment shall not exceed the amount paid for that specific service.

Client agrees to indemnify and hold harmless Nova Home Management, its officers, employees, independent contractors, and agents, from and against any and all claims, demands, actions, causes of action, liabilities, losses, damages, costs, and expenses (including attorney's fees) arising out of or in any way related to Client's breach of this agreement or Client's negligence

This agreement/Terms of Service constitutes the entire understanding between the parties and supersedes all prior negotiations and agreements, whether written or oral.

Dispute Resolution:

Any disputes arising out of or relating to this agreement shall be resolved through Mediation/Arbitration in Florida.

Governing Law:

This agreement shall be governed by and construed in accordance with the laws of the State of Florida.

Severability:

If any provision of this agreement is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.