INFORMATION/POLICY AND DISCLAIMERS

Operating Hours: Our cleaning teams operate between 7 a.m. and 6 p.m. We understand that punctuality is important to you, and we will make every effort to arrive within your designated arrival window. However, please note that due to various factors such as traffic conditions and unexpected circumstances during cleaning assignments, our teams may occasionally need to stay past 6 p.m. to complete a job. We appreciate your understanding and flexibility in such cases.

Preparing your Home for the Cleaning Service: To help us deliver outstanding results and make the most of our time, we kindly request that you prepare your home prior to our arrival. Here are a few steps you can take to get your house ready:

  1. De-Clutter: Clearing away any clutter and putting away personal belongings will allow our cleaning team to focus on deep cleaning your home. It also helps to protect your valuables and ensures that no items are accidentally misplaced during the cleaning process.
  2. Secure Fragile Items: If you have any fragile or delicate items such as glassware, antiques, or collectibles, we recommend securing them safely or temporarily relocating them to an area that will not be cleaned. This precautionary measure will help to prevent any accidental damage.
  3. Tidy Surfaces: Clear off countertops, tables, and other surfaces, removing any items such as papers, toys, or dishes. This will enable our team to thoroughly clean these areas, leaving them spotless.
  4. Put Away Personal Documents: If you have any important or confidential documents, we recommend securely storing them in a designated area to ensure their privacy and security during the cleaning process.
  5. Clear Floor Space: Removing obstacles from the floor, such as shoes, toys, or loose cables, will allow our cleaning team to efficiently navigate through your home, ensuring a comprehensive clean for every corner.
  6. Secure Pets: For the safety and well-being of your pets and our cleaning team, please secure your pets in a separate area or room during the cleaning process. This will prevent any accidental escapes or interference during our work.
  7. Communicate Special Instructions: If there are any specific areas of concern or instructions regarding delicate surfaces, special cleaning products, or inaccessible areas, please let us know in advance. This will help us tailor our cleaning approach to your specific needs and provide the best possible service.

By taking these simple steps to prepare your home, you can help us provide a more efficient and effective cleaning service. We greatly appreciate your cooperation and look forward to ensuring your home shines with cleanliness. If you have any further questions or require assistance, please don't hesitate to reach out to us.

Accidents/Damages Disclaimer:  At Maids Prime, we take utmost care while working in your home. However, accidents can sometimes occur unexpectedly. To ensure the protection of your valuable possessions, we kindly request that you put away any valuables, antiques, collectibles, crystals, and heirlooms prior to our cleaning visit. We will not be held responsible for any damage that may occur to these items if they are left out during our service.

Furthermore, we want to clarify that we cannot be held accountable or liable for any damages resulting from circumstances beyond our control. These include, but are not limited to:

  1. Improper installation of light fixtures and ceiling fans.
  2. Pictures, mirrors, or shelving that are not properly secured to the walls.
  3. Shower doors or stove parts that are old or bent.
  4. Worn door knobs.
  5. Worn or stained carpeting.
  6. Faded and chipped paint on the walls.
  7. Any string mechanisms hanging from curtains or blinds.
  8. Shower soap trays or dispensers that are incorrectly fastened to shower walls.
  9. Other rotted or deteriorating items.

We kindly request that you notify our office staff if there are any specific areas or items in your home that require special care and attention. This allows us to take necessary precautions and provide tailored cleaning services to meet your requirements.

Please note that while we exercise great care during the cleaning process, blinds can be fragile. If we are dusting and wiping down your blinds, we want to inform you that we will not be held responsible for any unforeseen damages that may occur to them. If you prefer that your blinds are not dusted and wiped down, kindly notify our office in advance, and we will make a note of your preference.

We value your trust and strive to provide exceptional service. If you have any further questions or concerns regarding our accident and damage policy, please do not hesitate to contact our office. We appreciate your understanding and cooperation in ensuring a smooth and satisfactory cleaning experience.

Lockout and Safety Guidelines:

To ensure a smooth and secure experience, we would like to provide you with important information regarding lockouts and safety precautions. Please take a moment to review the following guidelines:

  1. Lockout Policy: For the safety of both our clients and our cleaning teams, it is essential that accurate instructions for accessing your home are provided at the time of booking. If you will not be present upon our arrival, please ensure you provide us with detailed instructions on how to access your home. This includes information on key placement, lockbox codes, or arrangements for key pick-up and return. By providing precise instructions, we can efficiently carry out our cleaning services without any disruptions.

Please note that if our team arrives at your home and we do not have accurate instructions to access the property, a lockout fee of $50 will be applied to cover the time and resources required to reschedule our cleaning team. We kindly request your cooperation in providing accurate access information to avoid any inconvenience or additional charges.

  1. Safety Alarms: To ensure a safe working environment, we kindly ask that you ensure your security system is turned off or disarmed on the day of your scheduled cleaning. If you choose to provide us with instructions for arming or disarming your security alarm, we will make every effort to follow these instructions diligently. However, please understand that we cannot be held responsible for any alarms that may be set off inadvertently during the cleaning process.

To avoid any potential issues, we recommend informing our office staff of any specific requirements or procedures related to your security alarm system. This will help us take the necessary precautions and ensure a smooth and uninterrupted cleaning service.

At our company, safety is our top priority, and we are committed to taking all necessary measures to protect your property and maintain a secure environment. Our cleaning teams undergo thorough training and adhere to strict safety protocols during their work in your home.

Satisfaction Guarantee:

At Maids Prime, your satisfaction is our utmost priority. We strive to provide exceptional cleaning services and ensure that you are completely satisfied with the results. Our satisfaction guarantee is designed to give you peace of mind and the assurance that we stand behind the quality of our work.

If, for any reason, you are not happy with the areas we have cleaned during our service, please let us know right away. We value your feedback and want to address any concerns promptly. If possible, providing us with pictures of the areas in question can help us better understand the issues and take appropriate action.

Our commitment to your satisfaction includes the following:

  1. Free Re-Clean Policy: We offer a free re-clean policy for your convenience. If you are not completely satisfied with the areas we have cleaned, we will schedule a re-cleaning as soon as possible. Our goal is to ensure that every aspect of your cleaning needs is met to your satisfaction. Please note that some exceptions may apply, and we will communicate them on a case-by-case basis.
  2. Continuous Improvement: Your feedback is invaluable to us. We take every comment and suggestion seriously, as it helps us continuously improve our services. We strive to learn from each customer's experience and make necessary adjustments to exceed your expectations.

While we are dedicated to providing the highest level of service, we want to clarify that due to the nature of our business, we are unable to provide refunds for unsatisfactory areas that we have already cleaned. Our focus is on addressing your concerns promptly and re-cleaning the areas until you are 100% happy.

We appreciate your understanding that certain factors may impact our ability to achieve desired results in some cases. These factors can include the condition of the area, the presence of stubborn stains or grime, and any pre-existing damage or wear and tear. However, we will always make every effort to deliver exceptional cleaning services and ensure your satisfaction to the best of our abilities.

Please do not hesitate to reach out to us if you have any concerns or questions regarding our satisfaction guarantee. We are committed to working with you to achieve the highest level of customer satisfaction and provide a pleasant and stress-free cleaning experience.

Cancellation, Rescheduling, and Parking Policy:

We understand that plans can change, and we strive to accommodate our customers' scheduling needs to the best of our ability. To ensure clarity and avoid any inconvenience, we would like to outline our policies regarding cancellations, rescheduling, and parking. Please review the following information:

  1. Cancellation Policy: We kindly request that you provide us with at least 24-hour notice if you need to skip, cancel, or reschedule a cleaning appointment. This advance notice allows us to adjust our schedule accordingly and offer the time slot to another customer. Failure to provide the minimum required notice may result in a cancellation fee of $100. We appreciate your understanding and cooperation in honoring our cancellation policy.
  2. Rescheduling: If you need to reschedule your cleaning appointment, we will do our best to accommodate your request, depending on our availability. Please notify us as soon as possible, preferably with at least 24-hour notice, so that we can make the necessary arrangements. Please note that rescheduling may be subject to availability, and we appreciate your flexibility in finding an alternative time that works for both parties.
  3. Parking Instructions: In order to efficiently carry out our cleaning services, we kindly request that you provide us with parking instructions and passes, if necessary. If your home is located in an area where parking is limited or restricted, please inform us in advance. If no parking instructions are provided, we will assume that parking is available. In the event that there is no available space for our company vehicle and we incur parking charges, these charges will be added to your invoice. We appreciate your assistance in ensuring convenient parking arrangements for our team.

We understand that unforeseen circumstances can arise, and we will make every effort to be flexible and accommodate changes whenever possible. However, please understand that our ability to reschedule appointments may be limited based on our availability and existing commitments.

We value your time and our commitment to providing efficient and reliable cleaning services. Your cooperation in adhering to our cancellation, rescheduling, and parking policies is greatly appreciated, as it allows us to maintain a smooth operation and serve all our customers effectively.