The Tidy Maiden Service Agreement
Most customers give us a key to their home or a code to the garage, but other methods of entry can be agreed upon. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons.
We only accept payment via PayPal on our website. We will accept payment via a Quickbooks invoice, a 3% surcharge will be added to any payments made with credit cards.
SKIPPED OR MISSED CLEANING VISITS
Our charges are based on the type of visits that you schedule. Weekly rates are for weekly cleanings, biweekly rates for biweekly cleanings etc. If you skip a cleaning, you will be charged the rate for the next frequency of the visit. For example, if you pay $110 for a weekly visit and skip a cleaning and the next visit is in two weeks, we would consider that a bi-weekly cleaning and charge that cleaning at the biweekly rate. If you skip a monthly visit, the next visit will be charged at our hourly rate for the time it takes to complete the job to your standards. When back on your normal cycle, your normal rate resumes.
LATE CANCELLATIONS/ LOCKOUT FEES
We understand that schedules can change. We ask that you contact us no later than noon the day before your scheduled cleaning to cancel or reschedule. Cancellations later than noon the day before the scheduled cleaning are subject to a $50 cancellation fee. The same fee will be charged if we cannot gain access to your home. For Monday cleanings, please call our office by noon of the preceding Friday. If you wish to cancel or change your service by mail or email, please do so one week in advance.
If someone in your home is sick (contagious) please contact our office by 7:30 am if possible to let us know so that we have time to remove you from the team’s schedule and waive the late cancel feel. We will be happy to reschedule your cleaning to another day.
Please call us in advance for special requests (refrigerator cleaning, inside of oven, windows, blinds, garage) so we can schedule the appropriate amount of time needed to complete these items. Extra charges will apply. We will try to estimate for you on the phone but in some cases, we may have to charge by the hour depending on the task.
While we make every effort not to break or damage items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this reason, we request all irreplaceable items (whether monetarily or sentimentally valued) be stored and/or not cleaned by our staff. The Tidy Maiden must be notified within 48 hours of service is damage is discovered. Our personnel are instructed to call our office once ANYTHING is damaged and to leave a note to you advising you of the incident. We reserve the option of repair or replacement before a monetary settlement. The Tidy Maiden is not responsible for damage due to faulty and/or improper installation of items, or for maintenance of your home (normal wear and tear that comes with age and use). Please inform us if any items in your home are broken or improperly installed such as; blinds, tiles, curtain rods, loose carpet etc. All surfaces (marble, granite, etc.) are assumed sealed and ready to clean without causing harm. The Tidy Maiden takes responsibility for breakage or damage caused by our staff.
CLUTTER/ HOUSE PREP
It would be appreciated if items were picked up off the floor and dressers and counters were not piled with too much clutter before we arrive. This allows for a more thorough cleaning. We do not wash dishes. However, if the dishwasher is unloaded we would be happy to place any dirty dishes in the dishwasher. If for some reason, you do not want a room cleaned, please just leave a note for the staff and we will honor that request.
PETS AND PLANTS
Pets are not a problem. We do need to know if you have pets and we would like to have the names for reference. If any pet is aggressive we ask that you secure them while we are cleaning your home. If they are friendly we will happy to clean around them. Our teams are instructed not to enter a house if they believe an animal is a threat. Please remember that pets may behave differently if a family member is not present. Due to the individual care that plants require, we are not able to maintain them.
ITEMS THAT WE WILL NOT CLEAN/CANNOT DO
We have instructed our staff to leave certain items untouched, such as items or areas containing any body fluids or excretions and litter boxes. If you pet has an accident or vomits, it will be your responsibility to clean it up, our teams are advised to clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area. We will leave you a note, or call you regarding the problem. If you have other items you prefer not cleaned or handled, please call the office and we will arrange to avoid those items. Our employees cannot climb higher than a 2-step stool, work on the outside of your home, move furniture that contains electronics, lift any objects over 20 pounds, prepare meals, or provide any pet or children-related services, or empty diaper pails.
Although gratuity is not expected or required, the team members certainly welcome it! A great way to show the team your appreciation is with gratuity. The amount of gratuity is split equally among the members of the team. You may leave a cash gratuity for the team (preferred method) or add the gratuity to your payment by specifying the amount on the check.
We do not provide service on New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas Day. We will contact you approximately one month ahead of time to arrange an alternate day for that week if your cleaning day falls on a holiday. During those weeks, our schedule is very full; you may wish to contact our office 6-8 weeks ahead of time to reschedule your cleaning.
CUSTOMER REFERAL PROGRAM
Every time you refer a new client to us who uses our cleaning services, you receive $25 credit towards your next cleaning service to be applied after The Tidy Maiden has completed your referrals first cleaning. To qualify for the referral bonus, you must have used our home cleaning services or commercial cleaning services within the past 6 months of the referral and your friend(s) may not have used The Tidy Maiden within the past 6 months.