FAQ / Policies

 

Why choose Maids Around Town? 

100% Satisfaction Guarantee

All of our cleanings are quoted based on the size of your home and the time we suggest based on our years of experience. We do our best to gauge how much time it will take to clean your home, but sometimes our quote may be off. Our Cleaning Professionals will get started and let us know if they need more time. If more time is needed, we will contact you to talk about the cleaning and your needs. We encourage all of our cleaners to complete extras as they work if they feel they may finish sooner, once they have done this our office team will reach out to you for confirmation and to ensure you are only charged for the time we are there. 

What is included in my clean?

We offer a Standard Cleaning for any booking type / recurrence, as well as customized cleanings and Move-In/Out cleanings. Not sure what type of cleaning you need?
Check out our Certified Checklist

Quotes

  • Our quotes are based on the size of your home and the frequency in which your home will be cleaned. If your home has not been professionally cleaned in awhile, we like to add extra time to ensure the first cleaning meets standards. For regular cleanings, we quote 1 hour per bathroom, ½ an hour per bedroom, and 1-3 hours for common areas (based on size and condition).
  • We have a Two-Hour minimum to book, and if you decide to book less time than what we have suggested we will require a priority list that your Cleaning Professional will focus on in order from most to least important. Anything left incomplete from your list once your time allotment has expired will be communicated to you by your cleaner directly and/or our office team.*If you have opted to book less time than suggested during sign up, we may not be able to guarantee our quality. 

Move in/Move out Cleaning

We will do our best to get your home sparkling clean, we cannot guarantee you will get your full deposit back. Be sure to check in with your landlord or property manager to see if they have a checklist of what needs to be done.  Your account will be notated so our Cleaning Professionals knows if it is a move in/out cleaning. Our cleaners are able to remove a reasonable amount of trash, but please remove any bulky items that you do not wish to remain in the home. If furniture is left, we can clean around it, but we do not move furniture. If you do not want all items removed, please indicate what you do and do not want to be removed.

Payment

The only form of payment accepted is a credit card. Your card will be charged after the service is completed. There will be a pre-authorization charge of 50 cents for each card added on file, this will be returned to you within 48 – 72 hours of adding. If you would like to tip your cleaner, you may do so on your card or by cash. We will never add tips without your request and permission.

Home Access
Not going to be home? No problem! Most of our customers prefer to leave a hidden a key, lockbox, or have a key code. If you have a leasing office, your assigned professional can obtain a key to your unit from them by leaving their ID during the cleaning, and return it once completed. Please be sure you have arranged this ahead of time, and ensure their office business hours are within the allotted time frame for your cleanings.  You can update your entry instructions at any time, based on your preference. *
We do not allow our cleaners to take your keys, faubs or remotes home with them at any time. 

Please make sure you let us know any gate codes or other entry instructions, to avoid cleaning delays. 

Parking

Our customers are responsible for providing a parking space for their cleaning professionals. Please let us know before your cleaning where we are allowed to park. If you cannot provide free parking for the cleaner, we will cover their cost, and add that amount to your billing. We require all cleaners to provide a picture of their parking tickets/receipts.

Scheduling

While we work with preferences as intently as possible, we cannot guarantee the exact same arrival time for each visit, as last-minute changes can affect the daily schedule in a variety of ways. We will always contact each customer affected by a last minute change to communicate the new arrival window. All customers are reminded by multiple forms before each scheduled visit. First, an email on Monday’s the week before the upcoming visit. Second, a text message reminder two days prior, and lastly a final confirmation text message with arrival time once our schedule has been finalized at or before 2 pm (CST) the day prior. Unfortunately, due to customer volume, and cleaner availbility we cannot provide more notice than that.

Upon signing up for services, each customer has the option to choose their preferred arrival window, based on their personal needs. We will do our very best to assigning within the set window for each visit. We may send multiple cleaners for your assigned visits, when this is the case your total billable time allotment will be divided and scheduled between them evenly.
(i.e. If you are scheduled for four hours, and we send two cleaners – they will be scheduled for two physical hours and you are then still billed for four hours total.)

Our plan options are as follows: 
Morning (AM Flex): Arrivals 8 am – 11:30 am
Afternoon (PM Flex): Arrivals 12 pm and after
Full Flex: No set arrival window, we can assign as needed based on our scheduling needs.   

One of our favorite requests is for a customer to request specific Cleaning Professionals for each visit because they have truly impressed them. We are always happy to work with these requests but ask for your understanding that this may not always be possible for every visit. Many of our clients have a preferred list of cleaners, so they can keep their appointment time even if one of the cleaners has requested time off. If having the same Cleaning Professional is a priority for you, we ask that you be fully flexible on day and time, as our Cleaning Professionals have varying availability. Additional fees may be incurred for requiring the same Cleaning Professional for each visit.

*Traffic happens, so we ask that you allow a 30 minute buffer for your professional to arrive, if they are running late our office team will reach out via text or phone.

Rescheduling, Cancellations, and Lockouts

We understand that life happens, but we do have a policy in place to do our best to offer as much consistency for both customers and cleaners. If you do need to reschedule, or skip your upcoming visit please text us at 508-BRO-OMLY (508-276-6659) and we are happy to follow up with your request. Please keep in mind, that continued reschedules and / or cancellations can disrupt our ability to accommodate your preferences.

Reschedule/Cancel/Skip Policy:

  • We ask that you notify us 48 hours or more in advance. You will have until 5pm (CST) two days before to let us know. 
  • For visits reschedule or canceled after your second courtesy reminder window (5 pmm CST) , we do charge a small $25 fee.
  • For visits rescheduled or canceled up to 1 hour before, we charge 50% of the total service price.
  • For visits rescheduled or canceled less than 1 hour or If the cleaner arrives and is unable to service the home**, we charge the full-service price.

 **This includes locked homes with no entry method provided, customers who answer the door and say “Not today”, or unserviceable environments.

Finally, we offer steep discounts to our recurring customers; if you’re signed up for recurring service but only end up receiving service once or do not maintain the recurring frequency you chose** you’ll simply be billed at our one-time rate.

**We will allow up to 2 reschedules and / or cancellations before we adjust your discounted rate. 

Unsafe Environments

Our Cleaning Professionals Safety is our top priority. If they report any of the following, or that they feel uncomfortable and or unsafe, we will request sufficient evidence (such as photos) from them before deeming your home an unsafe environment. These  include, but are not limited to:

  • A presence of spiders, harmful insects, maggots, or rodents
  • An overwhelming presence of mold
  • A presence of human or animal bodily excretions (feces, blood, vomit, etc.)
  • No electricity or running water
  • Overwhelming amounts of clutter / hoarding 
  • Physical or verbal abuse

As mentioned above, if you home is deemed to be unserviceable, our team will inform the cleaner(s) to leave, and reach out to you with explanation. You will be charged in full on-site.
To avoid this, we ask that you inform us of all necessary information at the time of booking to ensure that we can service your home. 

Areas we do not service

Our cleaners are not trained and do not have the proper equipment to take on certain requests. We strive to hire and maintain the best cleaners possible, and to protect the health and safety of our professionals we do not service the following areas:

  • Anything outside of the home (this includes porches connected to homes, and/or apartments/condos)
  • Fireplaces
  • Grout
  • Litter boxes, feces and / or urine throughout the home (on the flooring, or puppy pads) 
  • Anything we cannot reach with our extendable duster (we do not climb on ladders or stools higher than 2 steps)
  • We do not move heavy furniture
  • We do not iron clothing
  • We do not service specialized surfaces such as marble, copper sinks, natural stone,
    unfinished wood, or any other non-durable surfaces.
  • Garages or other non-air conditioned areas

 

Quality issues

If you are unhappy with your cleaning, please let us know right away so we can make it right. All quality issues must be reported within 24 hours of the service, and we will request that you submit pictures of the areas you have concern with. We will escalate these to management, and offer you a resolution. All redo cleanings offered will be scheduled within 3 days of the original cleaning. 

*If you have opted to book less time than suggested, keep in mind that this may compromise our quality.

Damages

All items of value that are non-replaceable, one-of-a-kind, sentimental value, collector’s items, discontinued patterns, family heirlooms, and high-cost crystal-china-ceramic items must be disclosed to Maids Around Town. These items cannot be cleaned due to insurance regulations. Maids Around Town will not be liable for items not disclosed and listed at the time of the estimate/quote. Maids Around Town will not be liable for items broken or damaged due to product wear-and-tear, nor damage to or caused by fixtures that are not properly secured such as pictures, mirrors, window treatments, wall coverings, lack of furniture glides for wood floors, lack of scratch covers on the bottom of furniture décor, cabinet mounted appliances, and household accessories. Maids Around Town will not be liable for damage that is not reported within 24-hours of your last cleaning, and will not accept liability for damages directly or indirectly caused by non-standard company products and equipment requested to be used. Maids Around Town will pay, refund or apply credit to your next cleaning up to $100 for replacement/repair cost when the value is verifiable. Maids Around Town will not be liable for any replacement/cost made outside of a 14 – day window from the initial report.

 

Refunds

Refunds can take 5-10 business days to be processed. We may offer to apply your refund as a discount on your next service to avoid delay for you.