Terms of Service

Please contact the office within 24 hours of your service visit if we miss something. We will return to clean the area that was missed at no cost. Pictures of the missed item/area are helpful. We do not offer refunds.

Please make sure the home is tidy and that items are picked up and put away so that our techs can do what they do best, which is to clean and sanitize your home. We will clean around any areas that have considerable clutter.

We have a 30-minute arrival window, so our cleaning technicians may arrive up to 30 minutes before or 30 minutes after the scheduled start time of your appointment. For morning appointments, however, we will not start before 8am.

Please notify us 48 hours in advance if you would like to make any changes to your service visit. All communication must go through the office rather than through your technician. If you would like to purchase additional services, such as a load of dishes, we will do our best to accommodate your request, depending on your technician’s schedule for that day. If you need to remove any add-ons, do so by calling the office 48 hours prior so we may adjust the schedule. Please note that if we do not receive notice to remove an add-on service 48 hours ahead of time, we will still assess the charge.

To prevent lost work hours for our technicians, we do ask the courtesy of a full 48-hour notice prior to your appointment if you need to cancel or reschedule. If an appointment is cancelled inside of the 48-hour window, you will be assessed a $50 late cancel fee per technician. An email reminder is sent 3 days before each scheduled appointment, and you may also view your upcoming appointments in client hub. For clients scheduled for Monday appointments, we must have notification of a reschedule/cancellation on the prior Friday by 5 pm to avoid the late cancellation fee.

During your initial consultation, we secure entry and exit protocols if you will not be home for your cleaning. If we are unable to gain entry, we will attempt to contact you for an alternative access method. Our technicians will wait no longer than 30 minutes to gain entry. If we are unable to perform service due to a lock out, you will be assessed 50% of the cleaning fee. You may provide us with a keypad code, a hidden key location, remote entry, or provide a lockbox with a code. You may also purchase a lock box from us, which is yours to keep.

We love your animals as much as you do! They are welcome to be out in the home if they are not aggressive. We do ask that you kennel any aggressive animals for our protection and your pet’s comfort.

As part of our mission to bring you peace of mind, we make every effort to make sure each of our weekly and bi-weekly clients have a dedicated cleaning technician. If your dedicated technician is ever unavailable, a qualified substitute will be sent. You may always view your upcoming visits and assigned technicians in your client hub.

Tipping is not required; however, it is greatly appreciated by our technicians. If tipping with cash, please put it in a clearly marked envelope or leave a note. You may also let our office know on your service day to add a tip to your payment card invoice, or you can add a recurring tip for your designated cleaning technician.

To secure your appointment, we must have a valid credit card on file before service is to be performed. Payment is due at the time of service and will be billed to the card on file after the cleaning is completed. You will be emailed a copy of the paid invoice. All past invoices may be viewed in your client hub. Please notify the office if you need to update your payment method, or you may manage your payment methods directly in your client hub.

To prevent damage to your belongings, flooring, and injury to our technicians, we do not move furniture, nor do we go above a 2-step ladder height. You may move furniture for us to clean behind and under. We will attempt to clean under furniture that is raised off the ground as far as our equipment will reach. If a fixture or wood molding is beyond our reach, we will not be able to hand wipe it. We will attempt to reach it with an extension pole duster.

Although rare, accidents do happen. During your initial consultation, we ask for the location of any delicate, irreplaceable items and how we should handle them. In the case that something is broken or damaged during service, we will take a photo and call to discuss the incident with you. We are fully bonded and insured, and will work with you to reach a satisfactory outcome.

We reserve the right to increase our rates to match the cost of living and pay a livable wage to our technicians. Ample notice will be given before any increases are applied to your service.

There must be running water and power with air conditioning for us to perform service. A late cancel fee may be assessed if we are forced to leave and return to complete service later. We do reserve the right to turn the air conditioning down while working and will return it to its original setting upon completing the service visit.

To protect the health and safety of our technicians, as well as to prevent equipment contamination, we are unable to perform service when an active pest or rodent infestation is present. If we see signs of an infestation, we will leave the premises and either a cancellation fee of $50 per technician, or the portion of the clean completed will be assessed, whichever is greater. Once the infestation has been professionally treated and the remaining detritus has been removed, we are happy to resume services.

To keep our team safe and provide the best service, and to comply with safe workspace requirements and regulations, we require homes to be in safe, finished condition: no exposed wiring, nails, screws, or areas under construction. If we arrive and cannot clean due to hazardous or unsafe work conditions, 50% of the cleaning fee will be charged, and the appointment can be rescheduled once the home meets these requirements. We DO NOT clean pet or human waste, blood and other bodily fluids, rodent droppings, nor pest infestations. We do not perform any wet cleaning work on carpeting or upholstery.

Clients must ensure any medical sharps (e.g., needles or lancets) are securely stored in approved sharps containers prior to service; our staff do not handle loose sharps, and cleaning will be paused in areas where unsecured sharps are found so our technicians may contact our office for guidance.

MaidLuxe uses Easy-Off Fume Free Oven Cleaner as its standard oven-cleaning product. Certain oven manufacturers restrict or prohibit the use of commercial oven cleaners. Customers are responsible for verifying that this product is approved for their specific oven prior to scheduling service. By authorizing oven cleaning, customers confirm product compatibility and acknowledge that MaidLuxe is not responsible for damage resulting from undisclosed manufacturer restrictions or product incompatibility.