These Terms explain how scheduling, payment, property preparation, cancellations, subscriptions, and service work at The Wash Heroes. By booking, approving a quote or proposal, or approving a subscription, you agree to these Terms.
Normal Wash Bookings
Neighborhood Wash bookings follow the same rules as Normal Wash Bookings.
- A booking fee is required to reserve an appointment.
- The booking fee is applied toward your final service balance.
- If you cancel the appointment, the booking fee is forfeited.
- If you reschedule more than 48 hours before the appointment, the booking fee stays attached to the appointment.
- Within 48 hours of the appointment, online cancellation and rescheduling are locked.
- Contact the office for any change within 48 hours. The office may approve accommodations or exceptions.
- Weather-related or Wash Heroes-caused changes never cause you to lose your booking fee.
Subscriptions & Service Plans
- Subscription visits must be scheduled within their allowed visit or seasonal scheduling window.
- You may reschedule visits within the allowed scheduling window.
- Within 48 hours of a scheduled visit, online changes are locked and you must contact the office.
- If you cannot complete a visit during its scheduling window, contact the office to request an extension. The office may approve an extension and assign a new scheduling window.
- If an extension is not approved and the visit cannot be completed within the required window, the visit may be marked Forfeited.
- A forfeited visit does not reduce the subscription balance. Example: a $900 subscription with three $300 visits — if the first visit is completed and the second is forfeited, $600 is still due on the subscription.
- If you cancel the entire subscription before it is complete, 50% of the remaining unpaid subscription balance is due.
- Weather-related or Wash Heroes-caused changes never cause a subscription visit to be forfeited.
Payment Before Service
Applies to normal jobs, Neighborhood jobs, subscriptions, and commercial services.
- Any amount currently due for the appointment must be paid before any washing or service begins.
- This may include the remaining job balance, a subscription installment, a past-due amount, an approved additional charge, or any other amount due.
- Wash Heroes may decline or delay service until the required payment has been received.
Customer Responsibilities
- Provide accurate information when requesting estimates or approving work.
- Keep your scheduled appointments, or reschedule within the allowed timeframe.
- Provide reasonable access to the service areas.
- Gates, access areas, water sources, and other required areas must be accessible when the technician arrives.
- Contact the office as soon as possible if something may prevent the service from being completed.
Property Preparation
- All wash areas must be ready and accessible before the technician arrives.
- Patio furniture, grills, rugs, toys, decorations, hoses, planters, hanging plants, potted plants, and other movable items must be moved away from the surfaces being washed.
- Items must be moved far enough away to provide safe and reasonable access.
- If Wash Heroes technicians have to move your property, an additional charge may be added.
- Technicians are not required to move heavy, fragile, valuable, unsafe, permanently installed, or utility-connected items.
- Wash Heroes may decline to service an area that cannot be safely or reasonably accessed.
- If the property is not properly prepared and the service cannot be completed, Wash Heroes may require the appointment to be rescheduled.
- A reschedule caused by the property not being properly prepared is not considered a Wash Heroes-caused reschedule.
Pricing & Scope
- Estimates are based on the information you provide and the conditions known at the time of booking.
- Final pricing may change if the actual size, condition, access, buildup, or scope differs from the original information.
- Additional work outside the approved scope may result in additional charges.
- Any applicable booking fee is credited toward the final balance unless it has been forfeited under the cancellation policy.
Weather & Wash Heroes Rescheduling
- Exterior cleaning may need to be rescheduled because of weather, unsafe conditions, equipment issues, or other operational circumstances.
- If Wash Heroes reschedules the appointment, you do not lose your booking fee or subscription visit.
- Wash Heroes will work with you to schedule another eligible appointment.
Commercial Services
Commercial properties are typically larger and more complex, so commercial work starts with an on-site visit rather than the instant estimator.
- We visit the property, take accurate measurements, and review access, surfaces, complexity, and service requirements.
- We then build a one-time commercial service or a commercial subscription / service plan and send you a proposal.
- Agreeing to these Terms is not required for the initial site visit. Once a proposal is sent, you must agree to these Terms to approve it.
- Commercial one-time service: the approved proposal defines the scope, price, and service requirements. Normal service rules apply unless the proposal specifically states otherwise.
- Commercial subscription: the approved plan defines the scope, price, frequency, visits, and scheduling requirements. The Subscriptions & Service Plans rules apply.
Questions
If anything here is unclear or you need an accommodation, contact the office before your appointment — we are happy to help.