These Terms explain how scheduling, payment, property preparation, cancellations, maintenance plans, and service work at The Wash Heroes. By booking, approving a quote or proposal, or approving a maintenance plan, 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.
Maintenance Plans
- Maintenance Plan 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 maintenance plan balance. Example: a $900 maintenance plan with three $300 visits — if the first visit is completed and the second is forfeited, $600 is still due on the maintenance plan.
- If you cancel the entire maintenance plan before it is complete, 50% of the remaining unpaid maintenance plan balance is due.
- Weather-related or Wash Heroes-caused changes never cause a maintenance plan visit to be forfeited.
Payment Before Service
Applies to normal jobs, Neighborhood jobs, maintenance plans, 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 maintenance plan 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 maintenance plan 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 maintenance plan / 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 maintenance plan: the approved plan defines the scope, price, frequency, visits, and scheduling requirements. The Maintenance 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.