Terms of Service Agreement
Below are our Service Policies, which are intended to ensure quality, safety, and consistency in our work.
Privacy Policy - We are committed to keeping your information confidential. We do not sell, rent, or lease our customer lists to third parties, and we will not provide your personal information to any third-party individual, government agency, or company at any time unless compelled to do so by law. We will use your personal and billing information solely to provide the service you hire us for.
Satisfaction Guarantee - If you’re not content with your cleaning, notify us within 24 hours. We will come out and re-clean (within a 2-day window) for free. Please note that if you place a cap on the length of time our team can spend cleaning, we cannot guarantee the same level of thoroughness and detail you expect from Home Maid and we cannot guarantee our services.
Security - We take the security of your home very seriously, and work with each homeowner to establish a routine for entering and exiting. Current methods include:
- Letting us in on the day of service if you will be home when we arrive
- Providing us with an extra key
- Providing us a lockbox, keypad, or garage code
- Leaving us a key under a mat or pot to use and return or leave in the house when finished.
Referrals – Receive Bonuses and Discounts when you refer us! We love referrals and appreciate it when you tell friends and neighbors about our service. Thank you for your confidence in us!
Payment - Payment is due on the day of service by cash, cheque, or e-transfer.
Estimate – Our cleaning estimates are as accurate as the details provided in the request for service form. To ensure precision, we recommend you include pictures of the ares to be cleaned in the request for service form. If more time is required than initially estimated, we will notify you before proceeding.
Cancellation or Lockouts – There is no charge if you cancel with 48 hours notice. If 24 hours notice is given, there will be a charge of a 1⁄2 day of the scheduled cleaning. Cancellation on the day of scheduled cleaning will require full payment.
Getting Ready for the Cleaning –Please pick up as much as possible; for example, clearing the floors of clothing and toys, clearing surfaces of small items such as pens, coins, important documents, etc., removing blankets and pillows from couches and chairs, removing small furniture from carpets.
The setting – The ideal cleaning situation is when no one is home. Since that is not always possible, please eliminate as many distractions as possible so we can work uninterrupted. Try to schedule your cleaning on a day when there will be fewer people at home.
Closed door policy - Our cleaning technicians will not access rooms with closed doors unless instructed during the initial consultation.
Trash Disposal: We require that we leave any collected trash in the garbage bin at the homeowner’s location. We cannot take trash with us.
Quality Control – Our quality control system consists of requests for feedback monthly. It
is interactive and dependent upon your feedback and communication to function. We need your input on the overall experience and quality you are receiving so that we may address issues that are important to you. We will correct or address any issues we are made aware of.
Pets – We love them! The last thing we want to do is upset your pets as we clean, and we'll work with you to make the experience pleasant for all involved. The following are our policies regarding pets:
o Let us know ahead of time if there are any arrangements you have in place for your pets while we clean.
o for sanitary purposes, we do not clean up after sick pets or pet accidents.
o Please secure any pet that may be overwhelmed by our presence and/or pose a threat. Please secure any pet that is likely to try to run out the door and escape the house. The obligation for control and care of all animals on the premises is on the customer. Homemaid Professional Cleaning Services cannot be held responsible for the escape or safety of pets.
Breakage – We hate it when breakage happens, and we do our absolute best to prevent it! The following is critical regarding our breakage policies:
1. Sometimes breakage occurs when there are “boobytraps”. These are accidents waiting to happen (pictures not hung securely, top heavy items with unstable bases, wobbly, tippy objects).
Each incident is reviewed on a case-by-case basis. We cannot take responsibility for “boobytraps”. Please remove unstable breakables to a place we do not clean (we do not clean inside curios, China cabinets, or clear wet bar shelves).
2. Please move expensive figurines or glassware to a location we do not clean or have us skip that area completely if you do not wish to accept the risk.
3. We will cover the cost of repair or replacement of items when breakage value is verifiable. In some cases, we will have the broken item repaired by a professional restoration company. Breakage values must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection. Breakage must be reported within 24 hours of discovery.
Insurance – Homemaid Professional Cleaning Services and all employees are covered by up to $1 Million in General Liability insurance.
1. Our cleaning technicians do not climb higher than the company’s two-step ladder.
2. We are not a restoration company and cannot perform certain services due to insurance and safety concerns. To be transparent and informative as possible, some things that we don’t offer include but aren’t limited to:
- Disassembling/assembling light fixtures
- Disassembling seals on shower doors Disassembling furniture to clean it - Disassembling any appliance (besides oven racks and fridge shelves)
- Lifting or moving heavy furniture over 25 lbs.
- Lifting or moving large fragile items
- Cleaning human/pet waste or bodily fluids
- Removing permanent stains from furniture, floors, cabinets, carpets, etc. Carpet steam cleaning
We are not an extermination or mold/biohazard remediation company and cannot provide services in residences that show evidence of hazardous situations. We reserve the right to refuse to clean (or immediately stop cleaning) if there are signs of the following problems, and we must charge our lock-out fee of $200.00. This is not an exhaustive list.
- Pest infestation – cockroach, bedbugs, fleas, etc.
- Animal infestation – birds, mice, rats, bats, etc. Excessive/Uncontrolled Mold Growth
First Time Service - Based on the size of your home and any add-ons, your booking includes a maximum amount of man-hours we’ll spend completing the work outlined in our service checklists (The definition of man-hours: a unit of one hour’s work by one person). Some important details regarding our pricing:
Most times our technicians work in teams or 2, larger jobs will result in larger teams.
We charge a minimum of 2-man hours per job.
In order to verify accurate pricing, we will check the size and condition of your home Because we do not always perform a walk-through to verify the size and condition of the home before service, our pricing reflects assumptions of the level of cleanliness and the amount of time/effort required to clean. We charge hourly per cleaning tech unless otherwise stated.
On the day of service, our techs will perform a walkthrough before starting work. They will take note of any items or areas that need special care or specific instructions from you and will assess if the package you purchased allows them adequate time to complete the job to a satisfactory level. We will notify you if we cannot complete the work in the estimated time frame and give you the option to either add more time to the job for an hourly charge or have us focus on your top priorities within the allotted time frame. We add time to the service in 30-minute increments charged at $40/2 persons, up to an additional 4 man-hours. If you need more time than this, a second booking is highly recommended to complete the work.
Pricing
We do not provide a quote; we charge based on man hours to complete the job at hand. $40 (per employee/per hour) in the Cornwall, Akwesasne and SD&G. We ask you provide us with a cap, if you a have a budget and we may need another visit to fully complete all your cleaning needs.
Recurring Service - Prices are fixed rates for recurring visits (weekly, biweekly) once your home is up to our standard of clean. We assume similar levels of organization and build-up during each visit. If there are changes to the amount of work involved or clutter to handle, we will contact you and reassess our prices as needed.
Small Requests - All small requests, add-ons, or swaps must be added through the office one week prior to your appointment to ensure that 1) we can provide the service you're requesting, and 2) our techs are prepared with enough time and the right supplies to perform the request.
Non-Solicitation Agreement
We value our employees and pour an enormous amount of time, energy and, expense into our screening, hiring, and training process. Homemaid Professional Cleaning Services strives to have one of the lowest employee turnover rates in the nation. This agreement helps safeguard our success at providing only the best staff to our deserving customers. Sadly, some people want quality without paying for it and attempt to undercut our efforts by trying to “poach” our employees. It is for this reason that our customers and employees must agree to our non- solicitation agreement. If breached, a fee of $2500 (for damages) will be assessed. This helps to minimize the risk of unfair solicitation that undermines the good experience all our clients have come to expect. Please help us maintain our extraordinary success by not soliciting our employees for hire directly. By booking our services, you are agreeing to the following terms:
Homemaid Professional Cleaning Services employees are not allowed to engage in a work- relationship directly with you for one full year after employment termination.
You will be charged a $2500 finder's fee if you hire a Cleaning Tech employed by Homemaid Professional Cleaning Services on an individual basis for private work.
Solicitation of a Homemaid Professional Cleaning Services employee for private hire will result in permanent termination of service and forfeiture of any unused gift cards as well as the $2500 fee. This does not preclude us from seeking other solicitation-related damages.
