More Policy Info

SCHEDULING

Recurring cleanings are scheduled according to our 49-Point ChecklistTM and priorities discussed when defining your service. One-Time Cleanings are scheduled as standard blocks of time. Every effort will be made to complete your service within the time allocated. Please note that it will take a few cleanings to confirm your ongoing maintenance needs. We ask for your patience while we learn how to best clean your home and assure you that we will move from deep cleaning into maintenance cleaning as quickly as possible.

We strive to have the same staff members clean your home or office on a regular basis, however, this is not guaranteed. Due to vacation, illness or departure from the company, MaidPro may occasionally provide a replacement cleaning PRO.

If, due to the unique nature of your home, your service providers are unable to complete your cleaning within the amount of time requested, we may call you to ask for authorization to spend more time cleaning your home. We will inform you of additional costs accordingly before proceeding with the work.

ARRIVAL WINDOWS

To ensure quality service for all valued clients, MaidPro cannot specify exact arrival times. Arrival windows allow our cleaning PROs to handle all the variables of each day and each home without affecting the promises we make to you.

  • Service provider(s) will arrive within the following timeframes:

    • When we have a key to the home, our arrival window is between 8am and 4pm.

    • When we are meeting someone at the home, we will set a four-hour arrival window between the hours of 8am and 4pm.

IN-HOME TIME (LABOR HOURS)

Generally, our service providers work in teams of one or two. Please note that, when more than one person is assigned, the quoted time required to complete the job, which was given in labor hours, is reduced. For example, if you were scheduled for a five labor-hour service and two service providers are assigned, the total in-home cleaning time is two and one-half hours.

HOLIDAYS

If your scheduled cleaning falls on a holiday that MaidPro observes, we will contact you to reschedule your cleaning.

FEEDBACK

Since cleaning is a very personalized and subjective service, we need your feedback to help us improve our service. Please take a moment to visit maidpro.com/feedback to offer your comments. We value your opinions and your feedback is essential for us to serve you better.

24-HOUR GUARANTEE

Since cleaning is a very personal and human service, we realize that occasionally an area may not be cleaned to your satisfaction. We are unable to offer a refund, but MaidPro will happily re-clean any area that you are not satisfied with. Just let us know of any issues or concerns within 24 hours of your cleaning and we will do our best to make it right.

GRATUITY

MaidPro never requires you to tip, but it is a powerful way to say thanks to your cleaning PRO. Even a personal note from you expressing your appreciation for their service can mean a great deal.

BREAKAGE/LOSS

MaidPro is bonded and insured. Our liability limits are set at a maximum of 10 times the cost of the service charge on the day in which the breakage/loss occurred. Notification must be made within 48 hours of service. Key replacement/locksmith fees are paid only if keys are lost or miscoded. There is a $100 per location liability limit for key replacement and/or locksmith services.

SUPPLIES

MaidPro uses high-quality, tested, and approved cleaning supplies, including a professional-strength vacuum cleaner with an extra-strong filter, to clean your home. However, if you own special products that you would like to have used on particular surfaces, we are happy to accommodate your request. Please contact our office to discuss prior to your cleaning so we might provide instructions to your PRO.