Terms of Service

Reclean Policy & 100% Satisfaction Guarantee. We have a 24-business-hour turnaround policy so in the event that any areas are not cleaned to satisfactory on the day of cleaning, the client has the responsibility to contact our office within 24 business hours of their appointment and we will return to reclean the areas at no cost. We do not offer refunds. Please keep in mind that we do our best to eliminate all pet hair, however, we cannot guarantee that ALL pet hair will be gone on the first cleaning. 

Tipping. Tipping is not required, but always appreciated by our technicians. Standard amount is 10-20% of the cost of service. Oftentimes our clients are not home, however, we know that you greatly appreciate our technicians’ attention to detail in your home to make sure it’s a place of rest for you. You can leave a tip in cash for your technician or, if you want us to include it each time on your card that we have on file, let us know and we can easily add that. You can also include it on your check if that’s your method of payment. 

Pet Policy. We LOVE all fur babies, so please feel free to leave your people-friendly pets in the house; however, we ask that if you know your pet will experience anxiety during your cleaning (loud noises, new smells, etc.), please make the necessary arrangements to make sure they are comfortable. ALL aggressive animals are required to be kennelled, in a separate room (which will not be cleaned), or outside during the cleaning. If we arrive at the property and are greeted by an aggressive animal, we reserve the right to not clean your home until the necessary arrangements are made. 

Insect/Rodent Policy. We expect our clients to maintain and monitor their homes for bugs/pests. We reserve the right to refuse service if the home has visible infestation (pests, unknown powders or harmful pesticides) and may require professional pest control services. In such an event, Maids of Movher will consider this a cancellation and follow standard procedure of the cancellation policy of a 50% charge of services. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule. 

Change of Service/Work Order Policy. All details of what to expect for every recurring/maintenance visit will have been discussed during your consultation prior to beginning services. However, we know that life happens and sometimes changes need to be made. Maybe certain rooms are being painted, plumbing fixed, out-of-town guests, etc. Please notify our office if any changes need to be made to your routine cleaning visits. Changes must be made within 48 business hours of your scheduled visit, or we may not be able to accommodate your request. This gives us the necessary time to update your Work Order and notify your technician of the changes. 

Cancellation Policy. All appointments canceled more than 48 business hours before your scheduled day will not be charged. All appointments canceled with less than 48 business hours of your time will be considered a “Last Minute Cancellation” and charged 50% of the total cost of services. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule. Any cancellations due to illness or COVID will be considered exempt from charges and the fee will be waived. In the event that Maids of Movher needs to cancel the cleaning, we will provide the client with 1-2 alternative dates/times as soon as possible. 

Repeated Cancellation Policy. Any weekly or bi-weekly clients who exceed four cancellations within a 60-day period will be notified and automatically moved to monthly visits with the monthly quoted price. 

Furniture Moving Policy. Please note that Maids of Movher is not responsible for any damage done to the floors if furniture is requested to be moved. We will move TVs at the client’s request and are not responsible for any damages that may happen from moving. Please make sure that all TVs are secured to the wall or stands properly. 

Clutter Policy. Our technicians will not clean tabletops or countertops that are more than 50% covered with items. Neither the surface nor the items covering it will be dusted or wiped. We encourage you to put away excess clutter prior to the day of your scheduled clean. 

Sickness/COVID Policy. Any cancellations due to illness or COVID will be considered exempt from charges and the fee will be waived. 

Trash Policy. We will put all trash in a large bag and place it in an “animal safe” area (i.e., inside the garage) or the city dumpster can if it is near the home and accessible. We do not take the trash with us in our vehicles. 

Other Contractors. For the safety of our team and in order to ensure the quality of our service, we require that there are no other service workers in the home at the time of the cleaning. This includes, but is not limited to, painters, movers, etc. If there are service workers in the home, Maids of Movher will not be able to perform the cleaning and the deposit will not be returned. 

Rate Increases. Maids of Movher reserves the right to increase the client’s price at any time. The client will always be notified with ample time ahead of any rate increases. 

Photo Policy. Maids of Movher does take non-personal before and after photos of first-time cleans, vacant properties, recurring appointments and in the event of an accident. All photos are directly stored in your job file for reference to maintain integrity of the work completed. 

Entrance/Lock Out Policy. We require access to your property on our scheduled appointment day/time. Information regarding entrance to the property (door code, key, garage code, etc.) must be provided before service that day. If, in the event we are locked out of the property, we will contact you immediately and ask for an alternative entrance. If an alternative entrance cannot be provided that same day, then a Lock Out Fee of 50% of the cost of services will be charged to the card on file. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule. 

Vacuum Policy. We will use your vacuum for each visit, unless it is not available. This is to ensure sanitation as well as not bringing in pet hair/dander from other homes into yours. In the event that you don’t have a safe and dependable vacuum, our office will communicate with you to purchase one of our recommended vacuums. 

Firearm/Weapons Policy. In the event that we are cleaning and come across a firearm or weapon, we will not clean that particular area nor will we move the firearm to clean as a safety precaution to our technicians. 

Make Ready/Vacant Properties Policy. All Make Ready and Vacant property cleanings must have all utilities on to ensure proper and safe cleaning. Properties must be completely vacant. Entrance and exit details must be discussed before the scheduled cleaning date. Maids of Movher will only conduct communications with the client who is paying for the services. We will not clean a property that is under a different name than the paying client’s name. If there is an overlap of ownership, then we reserve the right to terminate services and the deposit will not be refunded. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule. 

Payment Processing Policy. All clients are required to have a credit/debit card on file prior to beginning services, unless previously discussed. All clients are required to ensure their card information is updated so payments can be automatically processed on the day of your scheduled cleaning appointment. 

Holiday Schedules Policy. We are closed for all services on major holidays, including: New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve and Christmas. 

Breakage/Damage Policy. Accidents happen. We are covered by insurance, however, every incident is different and will be thoroughly investigated upon the discovery of the incident. If there are sentimental or extra-fragile pieces in the home, then they will be avoided and pre-discussed during your consultation. A note will be added to your Work Order to avoid those areas and/or items. 

Right to Terminate/Refuse Service at Any Time. Both you (as our client) and Maids of Movher are at liberty to end services at any time. Maids of Movher reserves the right to end services at any time if we feel we are no longer a good fit due to the following situations: home has become an unsanitary situation; client has placed expectations which cannot be met within our company; client is seeking services Maids of Movher is unable to achieve; cleaning technicians feels unsafe on the property; client continuously cancels, creating inconsistency in scheduling; drugs or other illegal substances are found on the property; poaching our staff (offering our staff to come and clean privately). 

WE DO NOT CLEAN: Bodily fluids, blood, urine or feces as we are not trained nor certified to clean these types of materials. Insect infestations, washing walls, moving or lifting items weighing over 25 pounds, cat litter - we will not move or vacuum and mop if there is cat litter everywhere. 

Free House Cleaning: Through the non-profit, Cleaning for a Reason, for any family member undergoing treatment for cancer. Visit www.cleaningforareason.org

Referrals: We love referrals and pay you for them! Refer as many friends and family as you’d like. Learn more at www.maidsofmovher.com/referrals. 
Gift Cards: Make someone happy with a gift card for maid service! It’s the perfect gift for a wedding, anniversary, new baby, housewarming party or the holidays. Order one anytime on our website at https://www.maidsofmovher.com/gift-cards.