Service Policies

Heather Helps Service Policies

Scheduling & Initial Walkthrough
Most in-person services begin with a complimentary walkthrough so we can discuss the job, expectations, estimated time, supplies, and cost before work begins. If the scope of the work changes significantly afterward, we'll discuss and agree on those changes before additional work is performed.

Cancellations & Rescheduling
Life happens! Please provide at least 12 hours' notice when cancelling or rescheduling whenever possible. Heather Helps may make exceptions for emergencies, severe weather, and other circumstances at its discretion. After two late cancellations or missed appointments, future bookings may require a nonrefundable deposit of up to 50% of the estimated service cost. That deposit will be applied toward the completed service.

Payment
Unless other arrangements are made in advance, payment is due immediately upon completion of service. Heather Helps currently accepts cash, credit/debit card through Square, Cash App, Venmo, and PayPal. If a service must end early because of a safety concern, inappropriate conduct, or serious policy violation, payment is due for work already completed.

Client Responsibilities & Access
Clients are responsible for providing safe and reasonable access to the service location, working utilities when required, accurate information about the job, and any necessary supplies unless other arrangements have been made in advance. Clients should disclose known hazards, fragile or damaged items, access concerns, or other conditions that could reasonably affect the work.

Heather Helps is not responsible for pre-existing damage, wear, stains, instability, or other conditions that existed before service began. If accidental damage occurs during service, please notify Heather Helps promptly so the situation can be reviewed and addressed.

Pet & Farm Care
Pet-care clients must provide current veterinary information and maintain a payment method with their veterinarian when possible. Clients should notify their veterinary office that Heather Helps is caring for their animal and may contact or transport the animal for care.

Heather Helps will make reasonable efforts to contact the owner before seeking veterinary treatment. In a genuine emergency, however, necessary care may be sought without waiting for a response when delaying treatment could reasonably put the animal at risk.

Farm-care clients must provide contact information for a veterinarian who can provide on-site care, as Heather Helps cannot transport livestock.

Clients are responsible for veterinary and related expenses arising during the care of their animals, except to the extent responsibility is otherwise determined under applicable law or a separate written agreement.

Safety, Boundaries & Scope of Service
Heather Helps may decline, pause, or discontinue work that presents an unreasonable health or safety risk, requires specialized training or equipment, is illegal, materially differs from the agreed scope, or falls outside the services Heather Helps is reasonably able to provide.

Heather Helps also reserves the right to decline or discontinue services or future bookings because of harassment, threatening or inappropriate behavior, nonpayment, repeated policy violations, material misrepresentation of a job, or other circumstances that make continuing the working relationship unreasonable or unsafe.

Timing & Communication
Heather Helps makes every effort to arrive at the agreed time and will communicate if unexpected delays occur. Unless otherwise agreed, clients receive the amount of service time scheduled even when an unavoidable delay changes the start time.

Text and email are the preferred methods of communication, though phone calls are welcome when needed. Messages submitted through the Heather Helps website are answered by email.

Privacy, Photos & Recording
Heather Helps respects the privacy of clients and their homes. Photos of clients, pets, homes, belongings, or completed work will not be used publicly for marketing or promotional purposes without explicit permission.

Clients may choose whether to grant photo permission as part of individual service agreements. Permission may be limited or withdrawn for future use.

Likewise, clients may not knowingly photograph, video record, or audio record Heather Helps during service without prior knowledge and permission.