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Faq

Q : CANCELLATION POLICY

 

A: LESS THAN 24 BUSINESS HOURS CANCELLATION/LOCK-OUT:

Customer is responsible for the full cost of the estimated service

25 – 48 BUSINESS HOURS BEFORE SERVICE DATE:

$100 cancellation fee

Q : SERVICE AGREEMENT

A : These terms of service are designed to help our clients understand the service they are purchasing. These terms clarify and describe our guarantee, exclusions, cancellations and potential problems we strive to avoid if possible. With your help, these issues can be averted to ensure a successful service to you in your home. These Terms of Service define the responsibilities and liabilities of Service Joy MAIDS and our Clients.
Remember, we do NOT have a contract that commits you to a minimum number of cleanings! We work to earn your continuing business with each cleaning.
By scheduling a one‐time or recurring service with Service Joy MAIDS, you are agreeing to accept the following terms and conditions:

Q : GENERAL LIMITS, CONDITIONS AND LIABILITY 100% SATISFACTION GUARANTEE

A : If you are not happy with any area we have cleaned, simply call the office within 24 hours and we will come back and re‐clean it free of charge. The cleaning techs must be allowed to come back into the home within the next 2 business days.

Q : INSURANCE, GENERAL LIABILITY, BONDING & TAX REPORTING

A : We carry a $1,000,000 liability insurance policy and a $25,000 fidelity bond. In addition, we hereby attest to our Clients that Service Joy MAIDS collects and reports all employer‐required taxes for the cleaning techs services to local, state and federal agencies…protecting you from IRS tax‐liability with respect to income the cleaning techs receive. All cleaning techs are covered by State workers compensation insurance for any injuries occurring inside or outside of your home.

Q: SECURITY ALARMS

A : Service Joy MAIDS is not responsible for any charges from a local police department which is called out due to an activated alarm which we are not able to turn off.

Q: PETS “ESCAPING” FROM THE HOME

We cannot be responsible for pets that “escape” when our cleaning techs are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the cleaning techs can be on alert when they open doors. Our cleaning techs are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods.

 

Q: PET FECES AND URINE

Our cleaning techs cannot touch or pick up pet feces, including emptying litter‐boxes. Urine stains on hardwood floors will be mopped by our cleaning techs, but please understand that if urine has soaked into wood, the discoloration (stain) may not come out… a flooring specialist should be contacted.

Q: CLEANING‐DAY HOME PREPARATION

Your price for cleaning is based on the cleaning techs focusing all their time and energy on cleaning, not routine housekeeping. We ask that you take a few minutes the night before a scheduled service to “pick up.” This will allow the cleaning techs easy access to the areas/surfaces to be cleaned: floors, countertops, table tops, etc. and removing dirty dishes from kitchen sinks. If you’d like our cleaning techs to do these tasks for you, please call the Office (in advance) so your cleaning fee can be adjusted for the additional “cleaning preparation” time.

Q: CLEANING SUPPLIES

Our cleaning techs bring the tools and products needed to thoroughly clean your home. If you prefer to supply your own cleaning products or solvents we are not responsible for any damage associated with that product or solvent.

Q: DUSTING

Our cleaning techs take pride in dusting your home. Our tools and techniques allow us to remove most of your home’s dust in a reasonable amount of time and effort.

  • Settling Dust: During the dusting process, some dust becomes airborne and will not settle until we have left. This is more common in first time cleanings, and it may take several visits before settling dust becomes minimized.
  • Dusting Knick‐Knacks, Collectables, Stand‐up Picture Frames, and other small items: We dust small items based on the size and the number of items on a shelf or flat surface like a mantel. If there are 10 or fewer small items on a shelf we will hand dust them and the surface below and return the item to the shelf. If there are more than 10 items per shelf we may dust the items where they sit and the surface around them.
  • Dusting height limits: We are not able to dust items on shelves or hung on a wall that are higher than a cleaning technician can reach standing on a 2-step ladder. We do use extension poles to dust rooms, but we will not high dust items that may tip over or hung on the wall because we are not able to hold it with one hand to secure it while we dust.
Q: SHOWERS AND TUBS

Showers and Tubs can accumulate lime, calcium and soap scum. Our cleaning solutions work very well on cutting through these deposits, however sometimes it may take two to three visits before showers and tubs become free of these deposits. Mold and mildew are organic and will grow deep into and behind grout or calk. Surface stains will be minimized by our cleaning products but eliminating it may require the homeowner to have their shower re‐grouted or re‐caulked.

Q: DAMAGE OR BREAKAGE

Our cleaning techs exercise reasonable care when cleaning your home. We do carry insurance for damage or breakage caused by our cleaning techs. We are not liable for damage that is caused by “normal wear and tear,” improper installation of an item in your home, or artwork, collectibles or family heirlooms valued over $75. These items include but are not limited to the following examples:

  • Carpet & Rug Snags: Carpet snags are the result of “exposed loops” caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller‐brush. We use top-of-the-line Miele vacuums. These vacuums are set to industry standards to limit snags while still providing a high-quality vacuuming.
  • Broken Blinds: Clients should be aware that there are some inherent risks each time your blinds are cleaned. Blinds will become brittle from daily exposure to the sun, and strings/chords will weaken over time resulting in breaks.
  • Improperly hung pictures/decorations/mirrors/fixtures: If these items are securely/properly attached to the wall, they should not fall when the item is dusted/wiped.
  • Artwork, Collectibles, Family Heirlooms and valuables over $75: These items are expensive or impossible to replace and so we will not take the risk of cleaning such items. It is the Clients’ responsibility to inform Service Joy MAIDS of any such items existing or brought into the home after our initial setup, that fall into this category.
  • Use of Homeowner’s Vacuum: If you request our cleaning techs to use your vacuum, we will not assume or accept any liability for damage to the unit. (Since we are not responsible for maintenance or training with the unit, we will not be responsible for any repairs to it).
Q: PAYMENT FOR SERVICES

Payment is due at the end of the business day of the day our services are delivered. You may pay by mailing a check to be received not more than 5 days after date of service (postmark must be made same day to not be considered late) or credit card. Please note if there is no parking close by, we will pay for parking and add that fee to your invoice.

  • Credit Cards. If you choose to pay by credit card, we absorb the 3% charge incurred to process the charge.
  • Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds to Clients. If you are not happy, we will come back and re‐clean any areas free of charge according to our 100% Satisfaction Guarantee.
  • Service fee for returned checks. Checks returned for non‐payment, (insufficient funds, closed account, etc.) will be charged a $25 returned check fee in addition to making good on the payment for services.
Q: SCHEDULED “ARRIVAL TIME” FOR CLEANINGS

When booking your service, we provide an estimated arrival‐time when the cleaning techs will arrive at your home. Actual arrival time may vary due to unforeseen circumstances (traffic jams, weather, the cleaning techs needing extra time to finish cleaning a previous home, etc.) If cleaning techs are expected to be late by 30 minutes or more, we will call you. If we must wait to gain access to the home or wait until we can begin cleaning, you will be charged the regular rate for that time.

Q: SCHEDULED “DEPARTURE TIME” FOR CLEANINGS

We do prefer you to be present for the cleaning of your home, however, if you cannot be, we will happily provide you with one of our lockboxes to use so that you can securely leave us a key and we can securely lock up. Please be aware we are not able to notify you via phone call, text, or email before we are going to be finished so that you can return and lock up. If you choose to have us leave your door open, we will not be held liable for any damage or burglary to the home.

Q: LOCK‐OUT FEE

You are responsible for providing cleaning techs access/entry to your home. If our cleaning techs cannot enter your home, you will be charged the full cost of estimated service. You can entrust us with the key by provide a key to the cleaning technician who can bring it back to the office. You must contact the office

Q: SCHEDULING CHANGES

Please let us know as soon as possible if you need to reschedule or cancel a cleaning appointment. Your cleaning techs count on your business. If you can provide us with at least 5 days advanced notice of any scheduling changes, it will give us an opportunity to find another home for the cleaning techs to clean. Last minute notifications make it nearly impossible to find your cleaning techs work and can cause them financial hardship.

Q: SCHEDULING CHANGES CAN RESULT IN THE FOLLOWING:

PRICE CHANGES
The price for your recurring service is based on Time between cleanings. We have 3 recurring price categories:

  • Weekly (Once a week)
  • Bi‐Weekly (Every two weeks)
  • Monthly (Every four weeks)
Q: RESCHEDULING YOUR CLEANING

Rescheduling your cleaning can result in the cost of your service being Less Than, More Than or the Same As your last cleaning. Time will be considered for vacations when the home is not occupied.

  • Example 1: Bi‐Weekly Clients “skips” a cleaning, creates a four‐week interval between visits and the applicable (higher) Monthly rate will apply to the next cleaning.
  • Example 2: Bi-Weekly Clients “skips” a cleaning, creating a three-week interval between visits and an hourly rate will apply to the next cleaning.
  • Example 3: Bi‐Weekly Clients who requests an additional cleaning in‐between scheduled visits would be charged the applicable (lower) “Weekly” rate for the next 2 cleanings as there will be a one‐week interval between both cleanings.
  • Example 4: Monthly Clients requests more than 4 weeks between cleanings. The next visit will be billed hourly, and then the recurring service price.
  • Example 4: Monthly Clients requests more than 4 weeks between cleanings. The next visit will be billed hourly, and then the recurring service price will resume with a new 4-week interval.
Q: A FEE CHARGED
  • 0-24 hours’ notice before scheduled cleaning: full cost of anticipated cleaning.
  • 24-48 hours’ notice before scheduled cleaning: $100.
  • 48 hours or more notice, no fee.
  • NO AVAILABILITY – It is our goal to meet every cleaning request, however cleaning dates do sell out. The best way to reserve an alternative date is to call Service Joy MAIDS as soon as possible.
Q: FEE FOR RESCHEDULE, CANCELLATION OR LOCK‐OUT WITH LESS THAN A 48‐HOUR NOTICE

We are happy to work with Clients to reschedule and cancel services throughout the year to work around your schedule. This policy has to do with rescheduling service or cancelling an appointment with less than 48 hours’ notice.
Please note, that some last-minute cancellations can be prevented if a Clients provides us with access to their home using a garage door code, key, lockbox or other methods. Service Joy MAIDS is bonded and insured against any problems associated with giving us access to your home.

Q: ADDITIONAL FEE (FOR ADDITIONAL TIME NEEDED TO CLEAN YOUR HOME)

When purchasing our house cleaning service, you are purchasing reliable, well‐ trained, insured, trustworthy LABOR. There may be an occasion where our cleaning techs need more time to complete the specific cleaning program you purchased. A few examples include:

  • The condition of your home is different than what you represented when we established your Estimate.
  • Excessive dirt/dust/stains resulting from remodeling/construction, post‐party cleanup, etc.
    If a cleaning requires more than the allotted time to finish due to the situations above, we will attempt to contact our clients by phone and email before we start the job.  If we are unable to reach you by phone or email we will either work up to the allocation of time or not clean the home. We will never charge you more for your cleaning without your permission.  If additional time is repeatedly needed, we would need to discuss a change in your regular fee.
Q: GIFT CERTIFICATES

We offer gift certificates which never expire. However, we do not offer refunds on gift certificates.

Q: QUALITY CONTROL AND INSPECTIONS

AUDITS AND INSPECTIONS

Service Joy MAIDS randomly inspects and audits our cleaning teams. The inspector may inspect your home after a cleaning is completed and when the cleaning techs have left, or during the final phase of cleaning or during the entire cleaning.

Q: WE NEED YOUR FEEDBACK

Getting Clients feedback is an important ingredient to a successful house cleaning service relationship. Your feedback helps us monitor the performance of your cleaning techs and deliver the highest quality cleaning experience in the industry.

Q: PICTURES OF BEFORE AND AFTER WORK

For first time clients and one-time clients, our quality inspection will include taking before and after photos of our cleaning techs’ work. These pictures are used for training, proof of our work performance and promotion of our high-quality standards. These pictures are most often used, but not limited to, onetime Cleanings, Spring Cleans and Move‐In/Out cleanings. If you do not want pictures taken of work areas in your home, please notify Service Joy MAIDS via email.

Q: SAFETY AND WORK CONDITIONS TEMPERATURE SETTINGS

During summer months, many of our Clients turn their air conditioning off or set them to higher temperatures during the day, while they are at work. On the day that your cleaning techs arrive, we ask that you set the thermostat to, at the highest, 72, so your cleaning techs can work in a safe environment without overheating.
For safety reasons, if our cleaning techs arrive to a home that is warm, and the air conditioning is turned off or not reduced to safe levels, our cleaning techs are instructed to adjust the thermostat while they are in your home. They will return the

Q: SAFETY AND WORK CONDITIONS TEMPERATURE SETTINGS

During summer months, many of our Clients turn their air conditioning off or set them to higher temperatures during the day, while they are at work. On the day that your cleaning techs arrive, we ask that you set the thermostat to, at the highest, 72, so your cleaning techs can work in a safe environment without overheating.
For safety reasons, if our cleaning techs arrive to a home that is warm, and the air conditioning is turned off or not reduced to safe levels, our cleaning techs are instructed to adjust the thermostat while they are in your home. They will return the temperature to the previous setting before they leave. We still ask that you to let the air conditioning run on the day of your service because it can take several hours to cool a home to safe levels.
During the winter, we request that the home is between 60 and 72 degrees.

Q: NON‐SOLICITATION OF SERVICE JOY MAIDS EMPLOYEES

When entering into an agreement for services with Service Joy MAIDS you agree not to solicit for hire any staff member introduced to you by Service Joy MAIDS for any home‐related services. We spend a lot of time, money and resources finding, interviewing, checking references and backgrounds, and training our cleaners. When hired, each cleaning technician signs an agreement barring them from performing any home‐related service for any of our past or present Clients. However, if you do wish to employ a staff member directly please discuss this matter with the owner of Service Joy MAIDS. If you are found to have solicited one of our staff, please be advised that our referral/ training fee is $3,500 per hired employee. Payment is due within 30 days from the date on the invoice. We consider our employees our most asset and charge accordingly.

Q: PRIVACY STATEMENT

Service Joy MAIDS is committed to protecting the privacy of Clients. We will not sell, exchange or otherwise distribute your personally identifiable information to outside parties.

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