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Maids and Moore Customer Policies and Guidelines

Maids and Moore Customer Policies and Guidelines
Thank you for using Maids and Moore for your cleaning service. Please read over our policies and guidelines. We like to give all of our customer’s expectations up front and keep guidelines in place in order to deliver professional and dependable service. Please read over them and let us know if you have any questions or conflicts. Once again thank you for using Maids and Moore. “Google’s #1 rated cleaning service”

Cancellation Policy (fees may apply)

Residential: Although a 7-day notice is appreciated, to avoid a late cancellation fee or late reschedule fee we must have notice at least 2 BUSINESS DAYS prior to cancel or reschedule service. If you are scheduled from Tuesday – Friday you must cancel by 12 pm 2 days prior to the cleaning.  If you are scheduled for Monday you must cancel by Thursday of the week prior by 12 pm as our office is closed Saturday and Sunday.  We have added a schedule change form to our website to make this easier.
Reminders Sent by Operations Team 
1) Three-day reminder – NO CHARGE}
2) Two-day reminder –  $50.00 After 12pm
3) Next-day reminder (this email has an arrival time window) – $50 fee

If you cancel on the same DAY, we will have to charge 50% of your cleaning fee due to not having time to fill your spot. There will be some exceptions to this and will be handled on a case-by-case basis. (Example:  if your cleaning fee is $200, your same-day cancellation fee will be $100)

Voicemails and website chats are not accepted as proper notice)

Arrival Times
Customer, please note that we DO NOT give EXACT TIMES.  The maids will arrive within a 3-hour window block arrival (8:30 to 11:30, 10:30 to 1:30, or 11:30 to 2:30). Please understand that we are cleaning homes prior to yours (cleaning times can fluctuate depending on the condition of the home) or unforeseen circumstances out of our control. We also have to consider travel time. Maids and Moore will do our best to arrive within the block arrival time, but want to make the expectation is clear that we cannot be there at an EXACT time.

Payment policy
Our prices are non-negotiable after 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, and Discover) are accepted forms of payment.  Credit cards will be charged after cleaning is complete with-in 24 hours. 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 on file will be charged. 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% Satisfaction Guarantee Policy
Maids and Moore guarantees 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. 

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). 

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 case of routine maid absence, or to avoid miscommunication. 

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 or damages to actual equipment. 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, vacations, and staffing changes. In such cases, we may have to send a different team. This is why it is important to use the same day review email and communicate through the office, not just the staff cleaning your home. We permanently document 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 for One-time Services and Initial Deep Cleans
Set rate pricing on one-time cleanings is based on square footage only. The price you receive at the quote will be what you are charged. There are some rare cases of homes that are EXTREME DIRTY (double the amount of time of a normal house its size). In these cases, Maids and Moore reserves the right to call the customer before the cleaning begins and adjust the quote accordingly. At that time the customer and Maids and Moore reserve the right to decline or accept the new agreement.  

Same Day Review email for Routine Customers
To ensure we get your feedback we will be sending out an email at the end of each day checking on that days cleaning.  Please use this email as a tool to communicate any notes, issues, or compliments. This is just a tool, you may always call your manager right away. The email will also include a link to post an online review. A review is one of the best compliments you could give our company and is much appreciated.  

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 will prevent 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 next cleaning will reflect the appropriate frequency quoted. 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 disappearances of your pets. We have had pet attacks or bites in the past, and it is our duty to protect all Maids and Moore employees from this happening. 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 so we can be aware and courteous to their requirements. 

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