Maids and Moore Customer Policies and Guidelines

Cancellation Policy

Residential: Although a 7-day notice is appreciated, we must at least have a 24-hour notice prior to
canceling or re-scheduling service. We have added a schedule change form to our website to make this
easy for you. Once you have submitted the form online, you will be contacted at the end of the business
day to reschedule services (REQUEST MUST BE SUBMITTED THROUGH WEBSITE OR EMAIL)
www.maidsandmoore.com .

You may also email:
Austin and surrounding areas: Roxy -info.maidsandmoore@gmail.com
Gatesville and Surrounding areas: Caralisa- belton.maidsandmoore@gmail.com
Houston and Surrounding areas: Katelyn – houston.maidsandmoore@gmail.com

If Maids and Moore does not receive a notice 24 hours prior to your cleaning it will result in a $35.00
cancellation fee, which will be charged to the credit card we have on file. Being on the schedule means
that we are reserving a time slot for your home or office, and if canceled last minute we have no way
of filling that spot and the arrival times for other customers change at the last minute.*

Commercial = Same applies as residential, except if contract is in place a 30 day written notice is
required and contract terms apply.

Arrival Times

Customer, please note that we DO NOT give EXACT TIMES. The maids will arrive within a 2-hour
window block arrival (8:30 to 10:30, 10:30 to 12:30, or 12:30 to 2:30). Please understand that we are
cleaning homes prior to yours where the cleaning times can fluctuate depending upon the condition of
the home. We also have to consider travel time. We will do our best to arrive at the block arrival time,
but want to make the expectation clear that we cannot be there at that EXACT time.

Payment policy

Our prices are non-negotiable at the time of quote. If there is a quality issue with the cleaning, the
team can come back out to re-clean within 24 to 72 hours, but a discount off the cleaning is not an
option unless given the opportunity to re-clean.

Cash, check, or credit card (Visa & Mastercard only) are accepted forms of payment. If you are paying
with check or cash a credit card is still required to be on file to reserve your spot on the schedule. If we
receive the payment via check or cash then your card will not be processed. However, if payment is
forgotten, the credit card will be charged the day after the cleaning, unless you contact the office in
advance for other arrangements. The credit card is also charged if any cancellation fees apply to your
account. Our services are due upon receipt and no credit accounts are available.

100% guarantee policy

Maids and Moore guarantee our work. If the job is not done according to what you were quoted,
we will come out and correct the problem within 24 to 72 hours, at no extra charge. Please do
not correct the issue without a Maids and Moore staff member seeing it. Also, any issues notified
later than 48 hours after the cleaning will be handled on the next scheduled cleaning and noted
in the file.

Breakage/Damages

We are Bonded and Insured and do take responsibility for any breakage or damages that are caused by
our Maids on the property. The Maids are rewarded for honesty, and all breakage is reported
immediately, and then relayed to the customer. Please note that normal wear and tear on your home is not
considered breakage nor our responsibility (example: loose door knobs, crumbling grout or caulking,
etc). Maids and Moore also ask that items on the wall or other surfaces are secured properly and can
handle the light pressure applied while dusting (example: poorly hung pictures, mirrors, etc).
If you locate any type of breakage that was not reported please contact the office manager in your
location to inquire.

Communications with the Maids vs. Office

It is very important for customers to communicate with the office for any instructions on your
home. We must know what is going on in the field and document into our software system so that we
can INSURE your request is fulfilled. Direct communication from customer to the maid leaves out
important details that we may need to know for billing purposes, in the case of routine maid absence, or to
avoid miscommunications.

Supplies and Equipment

We provide all cleaning supplies and equipment, but if you would like for us to use yours, we can.
However, we are not liable for any damages that your supplies may cause to areas applied. Our
supplies are proven and tested, and more importantly, the Maids are trained on how to use the
supplies that Maids and Moore provides. If your equipment or supplies require additional time to
use we may have to adjust your pricing.

Cleaning Area Restrictions

Unfortunately, we drive small cars and only have available space for 4-foot step ladders. If
there is something on the list that we cannot reach with our equipment, we will not be able to
clean. Generally speaking, we can clean up to 10 feet.No outside cleaning, AC living space only.
We are not equipped or trained to clean outside areas. This includes porches, windows,
garages, etc. There are some exceptions but will need to be handled on a case by case basis.

Team Policy

Weekly and Bi-weekly customers: Maids and Moore will try to send the same team most of the time,
however, there are illnesses and vacations. In such cases, we may have to send a different team. This is
why it is important to use the comment card system and communicate through the office, not just the
staff cleaning your home. We permanently document on your file so no matter what team we send,
they will know everything about your home.

Monthly Customers: We can only book Mondays thru Wednesdays ONLY. Thursdays and Fridays are
reserved for our weekly and bi-weekly customers. We are very sorry for this inconvenience but without
this policy our schedule would be too busy at the end of the week, therefore resulting in uneven and
unstable work schedules for our employees and other customers.

Quotes ONLY as estimates for One-time Services and Initial Deep Cleans

All quotes are estimated ONLY. If it takes less or more than the time given above then the customer
will pay a number of hours we actually cleaned. All houses have different levels of dirtiness and
unique situations; therefore an exact quote is not possible.

Comment Cards for Routine Customers

Comment cards have four ratings; Great, Good, Fair, and Poor. If a Fair or a Poor is ever checked by a
Customer, please call the office immediately so we can address immediately. If a Good is checked please
give us feedback for the next cleaning so that we can improve to a Great. It is important that customers
fill out our each cleaning and is kept track of at the office. The girls receive bonuses based on their ratings.
This system will help you not only to communicate with us but to receive the best possible service. The
comment cards are usually left after each cleaning so that we can pick up on the next scheduled
cleaning. One-time customers are not required to fill out and mail, unless they would like.

Dishes

If the dishwasher is empty we will rinse and load the dishes. If the dishwasher has dishes inside, we will
hand wash and air dry the remaining dishes next to sink. This prevents any misplaced dishes or mixing
of clean and dirty dishes. If you have an excessive amount of dishes (over 15 minutes) extra time may
occur to handle these items and fees will be adjusted on a case by case basis.

Skip Service Policy:

If you are a routine customer and call to reschedule for any reason, your quote
will apply for your rate for the changed time period. For example, if you are bi-weekly but skip a
cleaning the next time we clean your monthly rate will apply. This is fair due to the extra dust and
dirt build up in the house. Also being a bi-weekly customer means we have reserved your spot in our
schedule to be cleaned by the same team at a consistent time. If customers skip it will affect that
team’s entire day’s schedule. Lastly, it is not fair to the monthly customer who pays a higher rate for
monthly cleanings, and a bi-weekly customer who is actually only cleaned once that month, but
remains at the cheaper rate.

Pet Policy

For the safety of your pet and our employees, we ask that you contain your animals in a restricted
area while we are cleaning. Although we are VERY careful, this will help us prevent any
disappearance of your pet and any liability of the employee’s safety. If the customer is not home and
animals are loose we cannot force the maids to enter if they do not feel safe. Also if you have a pet
please let us know at the time of booking to we can be aware and courteous to their requirements.

Price Increase

Maids and Moore reserve the right to increase prices. A customer will, if any, only be increased once a
year.