By hiring Maid by Marie, you agree to be the party responsible for full payment and communication, following all policies, upholding this agreement, and satisfaction guarantee procedures. Third-party involvement is not recognized by Maid by Marie.
Communicate with us!
- If you have any questions or concerns about your cleaning service, please call or text us at 855.575.1023.
- One way you can help us provide you with a top-quality service is through your ongoing feedback. Please fill out your survey after every visit to help us continually improve the quality you receive.
Getting your home ready:
- Have your home picked up and ready to be cleaned. Hourly charges may be incurred if cleaning technicians require more time if your home is not ready to be cleaned or if a job is underestimated due to the condition of the home.
- Notify all guests about our arrival and that we may need access to their space.
- Notify us when you have guests or any unknown person in your home so that we won’t be surprised if a stranger walks out of a room.
Preparing Children and Pets:
- For safety reasons, please see that children are supervised while we are cleaning your home.
- A pet fee will be added to the cleaning estimate. This helps cover the cost of equipment upkeep and cleaning materials designed for pet cleanup.
- We love our animals, however, if they are aggressive, we ask that you have them kenneled, in a room that we are not cleaning or outside when we arrive. Maid By Marie and its staff reserve the right to leave the premises if a pet exhibits aggressive behavior and you will be charged a portion price for your cleaning. Maid By Marie and staff will not be held responsible for the behavior of any pet(s) while cleaning services are being performed.
Accessing Your Home:
- A fee will be charged if we are unable to access your home.
- Turn off alarm systems. If you choose to leave the alarm armed, we are always diligent and careful to disarm and rearm the alarm according to your instructions. However, we will not be held responsible for false alarms or misuse of the alarm system, including charges from a local police department or security company or other charges related to an activated alarm. No exceptions.
- Additionally, you agree to hold harmless and/or release Maid by Marie from all liability relating to any failure of the alarm or not arming the alarm properly.
- Allow full access to the home. Our technicians perform their work in a specific order to ensure efficiency and thoroughness. If you need to direct our technicians to clean certain areas first or to clean in a different order, please let us know beforehand so time adjustments can be made if needed.
- We cannot guarantee an exact arrival time for your visit. If you need an estimated window of arrival, please contact us the day before your scheduled visit. No arrival time is implied or guaranteed. We will do our best to accommodate requests, but they are treated as requests. We do guarantee your day of service and will not change your service date without prior approval.
Estimate/Quotes:
- Estimates are given based on the information given by the client or by a walk-through with the client. Should the conditions be worse or more cluttered than indicated, we cannot guarantee we can complete the job in the time allowed. You will be given a choice to increase your budget or have us leave the job.
- If you request changes to your service after receiving your original estimate, additional charges may be billed, or a new estimate may be required.
- We may decline the job if our crew arrives at the job and discovers that it requires a level of cleaning that we are not able to provide. In this instance, we will contact you and there will not be a charge.
Don’t skip! Instead, consider making modifications to your service.
- Going On Vacation? Instead of skipping, consider having us do some deep clean work (hand wiping baseboards, doors/frames, kitchen and bathroom cabinets, or cleaning the inside of your fridge/oven, cleaning under all the sinks)
- A Little Sick: It’s more important now than ever that we come in and clean your home. Just hang out in your room (or any room) and we will continue to clean and disinfect.
- If you do need to skip, we would like at least 48-hour notice for recurring cleanings. We understand things happen. Please try to inform us ASAP.
- If you skip a cleaning, you will be charged a portion of your scheduled cleaning cost. Timely notice enables us to schedule another home in your place and ensure our employees’ full work schedules. Please note – you can reschedule your cleaning for another day during the week without incurring additional fees.
- Exceptions may be made for emergencies and/or illnesses. Frequent cancellations, even for emergencies or illness, may still be charged the cancellation fee. Maid by Marie reserves the right to make these determinations on a case-by-case basis.
- Cancellation of Service, whether temporarily, permanently, or reducing the frequency of your cleaning, requires a 48-hour notice. Less than this is considered a late cancellation and will be charged a fee.
- We require at least 72-hour notice for rescheduling or cancellations of one-time, initial, and vacant cleanings.
- If cancellation or rescheduling causes more than 2 weeks to elapse between cleanings, a catch-up cleaning will be required, or you will be charged for two cleanings at the time of service. This is non-negotiable.
- For all company-initiated schedule changes due to holidays or extreme weather conditions, we will make every attempt to reschedule as close to your regularly scheduled cleaning date as possible.
Paying for Services:
- CHECK, CASH, VISA/MASTERCARD, VENMO, and CASHAPP are all acceptable forms of payment.
- A tip is neither expected nor required. It is completely optional and at your discretion.
Protecting Your Valuables:
- If asked to dust/clean inside of China cabinets or hutches, start laundry, wash dishes, clean small computer equipment, antiques or collections, or to use your equipment (e.g. vacuum), you agree to hold harmless and/or release from liability Maid by Marie responsible for any damage or breakage to any article or component.
- We will make every effort not to break items, but accidents do happen. We have limited liability protection for replacement or repair. Identical replacement will be attempted but not guaranteed. It is for this reason that we avoid cleaning requests for irreplaceable or sentimental valuable items.
- Damage must be reported to our staff by phone or email within 2 business days of service or Maid by Marie may not be held liable.
- Maid by Marie cannot be responsible for damage due to faulty and/or improper installation, lack of maintenance, or general wear and tear of any items.
Scheduling Other Service Providers:
- Due to safety and security considerations, please do not schedule other home service providers when we are scheduled to clean if you are not present to supervise them. Maid by Marie will not let anyone into your home.
- We will not be responsible for any mess left if another service provider is present when we clean your home. Client activities or the activities of other home service providers that result in a request to re-clean an area the tech has already cleaned will result in an additional fee.
Protecting Our Cleaning Technicians:
- Our staff will not handle any type of animal or human waste, including vomit, blood, or body waste.
- Due to sanitary and hygiene cross-contamination issues, we are unable to clean in areas or homes with live infestations (maggots, fleas, roaches, bedbugs, etc.) until mitigated.
- We ask that you refrain from smoking cigarettes or any other substance inside of the home when technicians are present.
Rate Adjustments
- To meet your needs and to ensure your satisfaction, Maid by Marie reserves the option to reevaluate rates at any time.
100% Satisfaction Guarantee:
- If you think any area that is in the scope of work is not clean or cleaned well, we will re-clean that area to your satisfaction by the end of the next business day.
- Please call within 24 hours of your cleaning and we will return within one business day to re-clean the problem area.
- We are unable to guarantee the cleanliness of the home when using your products, supplies, or equipment.
- We are not able to offer cash refunds or discounts for poor quality on the original bill in place of a re-clean.
Photos of Your Home
- We take before and after photos of our work. These pictures are used for training, proof of performance as well as promotion. See our website before and after for examples. If you do not want pictures taken of work areas in your home, please notify us when you schedule your cleaning.
Last Updated on 2/15/24.
These Terms and Conditions are effective immediately.