The use of the terms “we,” “us,” and “our” shall refer to Maid Marvel Cleaning LLC, and the use of the terms “you” and “your” shall refer to you, the client, who wishes to and/or has engaged with us to receive cleaning services at the location(s) you indicate to us. When you receive a cleaning service facilitated by us, you agree to follow these terms of service. If you do not agree to these terms of service, you should not reserve service associated with us.
Cleaning Providers (hereafter, “cleaners”)
You can rest certain that all of the cleaners have been properly vetted, have been found to have integrity, are always held accountable, and they have all been thoroughly screened (background checked) prior to on-boarding with us.
Right to Refuse Service
Due to safety concerns, inappropriate or unpleasant circumstances, the presence of weapons on the premises, extreme clutter, and disconnected utilities, grant us and the cleaners the right to refuse service and/or discontinue it.
The cleaners have the option to leave if the location to be serviced is in an exceedingly unclean state or if they feel intimidated or endangered. If you schedule an unsafe cleaning, the cleaners may refuse service and you will be charged the cancellation fee.
Cleaning Day Preparation
We kindly ask that you take a few minutes to tidy up so that the cleaners have easy access to the areas and surfaces that need to be cleaned, such as the floors, counters, tabletops, etc. Your cleaning fee is calculated based on the cleaners devoting all of their time to cleaning. If you would like the cleaners to perform these preparatory tasks for you, please contact us in advance so that your cleaning cost can be modified to account for the additional time.
Pets
We will gladly work around pets. However, if your pet becomes anxious or presents a safety concern, the cleaners reserve the right to leave the service location. The cleaners are recommended to not enter a service location if they deem an animal to be a threat. If the cleaner deems the environment unsafe to provide a cleaning service due to aggressive pets, our cancellation policy shall apply.
Service Fees
Please keep in mind that while online or over-the-phone quotes are based on years of expertise, we reserve the right to adjust them based on the actual state of the service location. If the cleaner(s) arrive and find that the scope of work and/or the estimated time to properly perform the scope of work is greater than anticipated, we will call you to let you know and make adjustments. If we are unable to reach you within 30 minutes, the cleaner will have to leave and you will be charged the cancellation fee.
Payments
Unless otherwise agreed upon, payments shall be made by credit or debit card. If you are paying via credit or debit card, you will not be charged until AFTER the appointment is completed, however a hold will be placed on the card 24 hours prior to the booking to ensure funds are available.
Refund Policy
We have built our business to provide you with the best possible service. While we do not offer refunds, we realize that we are human, and sometimes things from time to time will get missed. Should this happen, email or call us within 24 hours and we will correct the error at no charge.
Recurring Service Discount
Recurring discounts start AFTER the first cleaning service, if you skip cleanings so that your cleaning’s frequency is lower than what you were set up for, your price will be increased to the pricing level for the lower frequency.
Increases in Rate
Should your established service schedule, residence, or living situation change at any point throughout the year due to a renovation, change in location, an increase in the number of occupants, a sizable addition of furniture, etc., your cleaning rate modifications may be made. Annually, the customer’s rate will increase by no more than 10% of your current rate.
Lockouts
You shall make the service location accessible to the cleaners on the scheduled service day. If the cleaner(s) is locked out of your service location, every effort will be made to establish contact with you to arrange for entry into the location. If contact is not made within 30 minutes of the arrival of the cleaner(s), the scheduled cleaning will be skipped and you will be charged full value of the scheduled cleaning service, this is necessary to compensate the cleaner(s) for unexpected lost revenue and time travel.
Cancellations
If you need to cancel or change your booking, we require 48 hours notice. If you provide more than 48 hours notice, there is no fee. If the notice given is before the day of your appointment and less than 48 hours, there is a $50 rebooking/cancellation fee. If you need to reschedule your appointment for the day of, there will be a $50 rescheduling fee. If the appointment is cancelled on the day of the appointment, or we are unable to gain access to your home, you will be charged the full value of the scheduled cleaning service.
If there is no running water or electricity on-site when we arrive, you will be charged the full value of the scheduled cleaning service and the cleaners will not be able to complete the cleaning. Cancellation due to contagious illness in the home will not be subject to a cancellation or rebooking fee.
Once a cleaning service has begun, you cannot cancel the scope of work scheduled to be performed by the cleaner. If you indicate to the cleaner that they must stop and leave the premises due to no fault of the cleaner, you will be charged for the full value of the scheduled cleaning service - the exception to this is if there is an emergency threat involving potential harm to you, your family, co-workers, or to the property being serviced.
Alarm
If your home has a security system, please confirm that it is in the off position or call our office for the code and instructions on how to operate it. Please let us know if the code changes so that you do not incur a lockout fee.
Utilization of Owner’s Vacuum
If you request that we use your vacuum, neither we nor the cleaner will assume or accept responsibility for any damage that may occur. Since we are not responsible for the vacuum’s upkeep, we will not pay for any necessary repairs. This is important because if the vacuum is not in working order when we arrive to clean your service location, we will be unable to vacuum your carpets and hard floor surfaces.
Cleaning Supplies
We provide the equipment & products needed to thoroughly clean your home, if you require us to use green cleaning products only, please let us know before we start the service.
If you require us to use your cleaning supplies, note that we are not responsible for any damage associated with those products. When this request is made we ask that you have the cleaning chemicals & supplies ready so we can perform our cleaning service as efficiently as possible.
Items That Will Not Be Cleaned
As mold removal is a specialty and regulated item, we cannot be liable for any mold-related risks at a service location. We cannot clean hoarding homes or places involving bodily fluids, blood, feces, vomit, cat litter boxes, bird cages, urine, or excrement from animals or humans.
Inaccessible Locations & Heavy Objects
Because of safety and liability concerns, the cleaners cannot climb higher than a step stool or work outside of the service location. If you wish for the cleaners to clean behind large things, you must move them yourself if they weigh more than 35 pounds.
Policy for Breakage/Damage and Loss
While cleaning, the chance of breaking or damage exists, albeit rare. The cleaners take reasonable precautions when cleaning your service location, and all cleaners carry insurance to cover any damage or breakage they may cause.
We are not responsible for damage caused by regular wear and tear, improper installation of an item in your service location, artwork, collectibles, or family artifacts that were not revealed during the booking process. These items include but are not limited to Artwork, Collectibles, and Family Heirlooms: these objects are expensive and irreplaceable; thus, you must identify them prior to the start of service. Please specify how you would like your fragile goods handled and with what care.
Personal property that is damaged or lost must be reported within 24 hours. Always identical replacement is sought, but it is not guaranteed.
Cleaners Arrival Window
In order to keep prices low and avoid trip fees, we schedule our cleanings in the order that requires the least amount of driving time. Please allow us to schedule your residential cleaning service between 8:00 am and 5:00 pm. If you need a specific time, we will do our best to meet your needs, but we can’t promise anything.
Due to the unpredictability of this industry and unforeseen circumstances like traffic congestion, inclement weather, and automotive breakdowns, we have a 2-hour arrival window, specified in your booking reservation. In the rare chance the cleaners are running behind that window, we will call or text you.
Holidays
If your booked day occurs on a holiday, we will contact you to reschedule. We do not offer cleaning services on New Year’s Eve/Day, Independence Day, Thanksgiving Day, or Christmas Eve/Day.
House Key/Key Release
In the event you choose to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaners to gain entry into the service location, neither we nor the cleaners will be held liable for any damages or theft to your service location. Upon termination or cancellation of services, we shall return any of your keys within 48 hours or the next working day.
Non-Solicitation of the Cleaners
As our customer, we ask that you agree not to solicit for hire any of the cleaners to work directly for you. The professional cleaners are vetted, background checked, and have significant experience. Lots of time, resources, and money are invested in each new cleaner before we onboard them and allow them to enter your service location.
Governing Law
Any claim relating to Maid Marvel Cleaning LLC website shall be governed by the laws of the state of Kentucky without regard to its conflict of law provisions.
We have taken every effort to design our website to be useful, informative, helpful & honest, hopefully, we have accomplished that & would ask that you let us know if you would like to see improvements or changes that would make it even easier for you to find the information you need
Maid Marvel Cleaning LLC reserves the right to change these terms & conditions at any time without prior notice to you.