Maids and Moore Customer Policies and Guidelines

To ensure we deliver professional, consistent, and dependable service, we ask that all customers review our policies and guidelines. By scheduling service with us, you acknowledge and agree to adhere to these terms. If you have any questions or concerns, please don’t hesitate to reach out. We appreciate your business!

Cancellation Policy / Schedule Changes (fees may apply)

You may submit cancellations/schedule changes online at Request Schedule Change or reply to your reminder email. To avoid fees, provide at least 2 business days’ notice.

• Cancellations or schedule changes made 1 business day prior will incur a $50 fee.
• Same-day cancellations or changes will be charged 50% of the cleaning fee.

Friday Afternoon & Weekend Changes: Cancellations submitted Friday for a Monday cleaning will incur a $50 fee. Submissions after hours Friday or over the weekend for Monday will be charged 50% of the fee.

Reminders

• Next cleaning reminders are sent 3 business days prior (no arrival time included).
• Final reminders are sent 1 business day prior with a 1-hour estimated arrival window.

Arrival Times

We do not provide exact arrival times. Preferred windows are used for scheduling, but arrival may vary. Windows include:

• 1st Arrival: 8:30 AM – 11:30 AM
• 2nd Arrival: 10:30 AM – 1:30 PM
• 3rd Arrival: 11:30 AM – 2:30 PM
• Flex Arrival: 8:30 AM – 3:30 PM

Payment Policy

Prices are fixed and payment is due upon receipt. We accept debit or credit cards only. Fees are charged to the card on file immediately after service.

Tipping

Tipping is optional. Recommended range: 10%–20%. Tips can be added via link sent after each cleaning or left in a labeled envelope as cash.

100% Quality Satisfaction Guarantee Policy

Issues must be reported within 48 hours. We offer a re-clean at no charge. Do not attempt to fix issues before contacting us. Credits/discounts are not offered in place of re-cleans.

Breakage / Damages

• Must be reported within 3 days. Save the item if applicable.
• Up to $100 reimbursement if clearly caused by negligence and value is verifiable.
• May opt to repair instead of reimburse.
• We are not responsible for unstable, delicate, or improperly installed items.
• We are not responsible for older/brittle blinds; please notify us in advance.
• Please relocate fragile/valuable items or ask us to skip those areas.

Communications with the Office vs. Cleaners

• All updates must go through the office to be documented properly.
• Cleaners may not speak your language; we will translate if needed.

Supplies and Equipment

We provide all supplies and equipment. If using yours, we are not liable for damage caused to or by it. Pricing may adjust based on extra time required.

Cleaning Area Restrictions

Cleaning is limited to reachable indoor, climate-controlled areas. No work without AC/heat unless pre-approved. Outdoor areas may be add-ons.

Team Policy

We try to assign consistent teams, but cannot guarantee it due to route scheduling.

Quotes for One-time Services and Initial Deep Cleans

Prices are based on square footage. If the scope is more than expected, additional fees may apply (you will be contacted).

Items Left at Make-Ready Cleans

We are not responsible for items left behind in vacant properties. We do not haul items or trash—only dispose of in on-site trash cans/dumpsters.

Customer Feedback

We will follow up by email/text for feedback and reviews. This helps improve service. You can contact the office directly at any time.

Dishes

• If the dishwasher is empty, we will rinse/load dishes.
• If it’s full, dishes will be hand-washed and air-dried.
• Excessive dishes (over 15 min) may incur extra charges.

Skip Service Policy

• Skipped routine cleanings are billed at the correct frequency rate.
• Paused services (over 6 weeks) lose discounted rates and require a deep clean.
• Monthly clients should reschedule within 2 weeks to avoid deep clean charges.

Pet Policy

• Please confine pets during cleaning for their safety and ours.
• If pets are loose and staff feel unsafe, they may not enter the home.
• Please inform us of pets during booking.

Solicitation of Maids and Moore Employees

Do not hire our staff for private jobs. Our employees are contractually prohibited from accepting side jobs without prior approval.

Price Increase

Maids and Moore reserves the right to increase prices at any time.