1. Payment – We pre-authorized your credit card to guarantee service if you have provided us with one. In addition to credit cards, we also gladly accept cash or checks. Payment is due at the time of service. A $30 fee is applied to all returned checks. If you use a credit card to satisfy a returned check, your account will be charged the balance due, plus any bank fee of $30. If we have to wait for payment, i.e., our maids have to wait to receive payment from the customer we will have to charge a wait time at the hourly rate stated herein. If you provide cash to our team please make sure to get a receipt to ensure the company is properly paid.
2. Cancellation/Skipping Service – We understand that life happens! If you need to skip service or cancel a scheduled cleaning appointment, simply text our office and or email us one full business day before your appointment at customerservice@818maids.com. This will allow us time to adjust our schedule for that day. Less than one business day’s notice will result in a fee in the amount of the cleaning. If we get to your door on your appointment day and the agreed-upon time frame and are locked out, we charge the full price of your scheduled service (this is why the majority of Clients entrust their key to our office safely). For example, if your appointment is on Friday at any time, you must cancel before 5 PM on Wednesday. You must cancel by sending an email to customerservice@818maids.com before the cutoff time. Failure to provide access within 30 minutes of scheduled arrival time will be deemed a cancellation by the customer.
3. Same Day Service / Next Day / Weekend Service / Holidays / Holiday Season – If you booked us for same day service and you cancel any time after booking, you will be responsible for a fee in the amount of the quoted/estimated fee or regular service fee. Weekend appointments must be cancelled within 72 hours of the scheduled service otherwise you will be responsible for a fee in the amount of the quoted/estimated fee or regular service fee. Any appointment made on a holiday, the day before a holiday or the day after a holiday of any sort cannot be cancelled and you will be responsible for a fee in the amount of the quoted/estimated fee or regular service fee. Appointments made between November 15 and January 2 may not be cancelled notwithstanding any other terms and conditions. However, 818 Maids may at its sole discretion allow you to reschedule the service at a mutually convenient time. Next-day service bookings are treated as same-day service bookings, i.e., you may not cancel anytime after the booking is made without incurring the cancellation fee equal to the expected cleaning fee (exceptions may be made but will only be honored if made exclusively in writing by an 818 Maids Principal).
4. Workers Compensation Insurance – You can relax and don’t have to worry because we got you covered for this.
5. Liability Insurance – Rest assured that we carry $2 million of liability insurance.
6. Licensed & Bonded – Yes & Yes. Our liability insurance goes up to 2 million dollars. However, it is never prudent to leave cash and jewelry unsecured in your home; lock up your valuables.
7. Policies & Procedures – Click here to read all of our policies & procedures on our website.
8. Hourly Rates and other Costs – Notwithstanding any differing hourly rate in writing we charge an hourly rate of $60 per maid/cleaner per hour during weekday business hours, $75 per maid/cleaner per hour during the weekend hours of 8 to 5, and $75 per maid/cleaner per hour during non-business hours or on an emergency basis. This includes actual cleaning time and wait time and or any other directive provided by you and or your designated representative. Other expenses including but not limited to parking fees necessary to access your complex or to park nearby to access your property will be billed at cost plus 25%. Cleaning time begins to accrue upon arrival at your Residence. The “Residence” is defined as including but not limited to your apartment, condo, townhouse, house, complex, and or gated community including a security gate and call box. We have a 5-minute tolerance to secure parking and to enter your residence otherwise cleaning time will begin to accrue upon the expiration of the 5-minute tolerance window. It’s in your best interest to facilitate parking and clear directions to your residence especially in a gated community or multi-family residence complexes with multiple buildings.
9. Quote – Initial Clean Prices and hours are based on your accurate assessment of the condition of your home. If we find the condition is not consistent with your description (copied below & attached herewith) more or less time may be required. You are welcome to limit the amount of time spent cleaning your house or the dollars you wish to spend. If you give us a limit or a cap we will work up to that limit, and then stop. If the Client limits our service, we cannot guarantee satisfaction. After the initial job, our Clients enjoy a set price for weekly or every-other-week service.
10. Condition – If there’s a lot of activity going on in your home we will do our best to work around it but too many interruptions in our routine may prevent us from completing the job in the amount of time estimated. More time may be available for purchase, or we may need to adjust what tasks we can accomplish due to the lack of time.
11. Access – Our time starts when we arrive to clean. If we have to wait for someone to unlock the door there will be less time available to clean the house. We will have to charge for any wait time at the hourly rate stated herein. Failure to provide access within 30 minutes of the scheduled arrival time will result in a charge equal to the minimum fee of $110 or the expected cleaning fee whichever is higher.
12. Unfair Competition – Clients may not solicit or employ past or present 818 Maids associates to work for them directly or indirectly in any capacity and agree to pay a $2,995 “finder’s fee” if you hire a past or present 818 Maids associate.
13. Our 100% Guarantee – Our Deep Cleaning is guaranteed! If you are not satisfied for any reason, call or email our office within 24 hours for a re-clean of the unsatisfactory areas! It is just that simple. Because of the subjective nature of cleaning, and the fact that the maids have already been to your home, refunds are not offered.
14. Specifications – If you ordered our top-of-the-line cleaning, please refer to the Deep Cleaning list to ensure you understand exactly which areas will be cleaned in your home. If it isn’t listed, you must discuss “special requests” with the phone estimator before service commences, as there may be a price adjustment.
Please take note of the following:
- We are unable to clean pet messes.
- We load breakfast dishes into the dishwasher, for more dishes additional time will be needed.
- We feather dust surfaces that are more than halfway covered with items.
- We do not use cloths or liquid cleaners on your TV screens because they can be harmful to the surface. Instead, we use a feather duster to remove dust.
- We dust the surfaces of your blinds; if you would like them individually cleaned blind by blind, additional time will be needed.
15. Disputes – Any dispute regarding the final bill and or invoice must be submitted in writing within 5 business days from the final charge otherwise you agree to the final bill. Any dispute with your credit card or debit card company will result in a $50 processing fee.