The Nuts and Bolts
These terms of service are designed to help our clients understand the service they are purchasing.
These terms detail the various services offered, our guarantees and exclusions, and various other policies. We will also preemptively address potential issues we strive to avoid if at all possible. Our goal is to work together to meet challenges and maintain a quality service to you in your home. These Terms of Service outline the responsibilities and liabilities of You’ve Got It Maid and its customers.
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 and every cleaning. By scheduling a one‐time or recurring service with You’ve Got It Maid, you are agreeing to accept the following terms and conditions
What is included in your service
Cleaning Services include:
Kitchen - Sinks and faucets cleaned, microwave interior and exterior, counter and backsplashes wiped down, small appliances wiped down, cabinet exteriors cleaned, floors swept or vacuumed and mopped, available surfaces wiped, baseboards dusted, reachable vents dusted, and trash taken out (upon request)
Bedrooms - If linens are left out on beds then the sheets will be changed out and the dirty sheets will be left on top of the washing machine, floors vacuumed, visible surfaces wiped and dusted, mirrors cleaned, baseboards dusted, reachable vents dusted, trashed emptied (upon request)
Other Living Areas - Furniture and visible surfaces dusted, floors swept and mopped or vacuumed, blankets folded, reachable vents dusted, trash emptied (upon request)
Bathrooms - Showers and bathtubs cleaned, toilets cleaned, sinks, faucets and fixtures cleaned, available surfaces wiped, cabinet exteriors cleaned, mirrors cleaned, floors swept and mopped or vacuumed, baseboards dusted, reachable vents dusted, trash emptied (upon request)
Notes on Garbage Services: Services include gathering garbage from all the homes receptacles (excluding office garbages unless otherwise requested) and taking them to the recycling or garbage bins on our way out. Materials must already be sorted and broken down.
Deep Cleaning Services include the above service as well as:
Kitchen - The interior of cabinets and the available surfaces of concealed shelves, windows inside cleaned, window sills and window tracks cleaned, switchplates wiped, door handles cleaned, reachable light fixtures cleaned/dusted, clean garbage cans, reachable cobwebs removed, and heavier stains treated.
You have the option of adding on a refrigerator clean or an oven/range deep clean for $50.00 additional each or $90.00 for both. We do not, however, move the appliances. If you wish, you can have the appliances moved out prior to us arriving to give us more available surfaces to clean. Then feel free to move them back into place after the clean is finished.
Bedroom and Other Living Areas - Windows inside cleaned, window sills and window tracks cleaned, switchplates wiped down, door handles cleaned, reachable light fixtures and vents dusted, reachable cobwebs removed, cleaning under bed and furniture (as long as it does not need to be moved), dust ceiling fan blades, and a deeper dusting geared more toward individual items
Bathrooms - Showers and bathtubs cleaned with special attention to stain treatment and grout scrubbing, individual items cleaned (for example: toothbrush holders or soap trays), windows inside cleaned, window sills and window tracks cleaned, switchplates wiped down, doors handles cleaned, reachable light fixtures and vents dusted, reachable cobwebs removed
Move Out Cleaning Services -includes the above services as well as the doors spot cleaned and moulding cleaned. Since the home is completely vacant all the surface area is available to clean! If certain areas are not vacant, we will clean around them so as not to disrupt your packing and organizing for your move.
Post-construction Cleaning Services include:
Kitchen - Cabinets front and inside cleaned, countertops and shelves dusted and/or wiped, sinks and backsplash washed, exterior of appliances cleaned, small appliances wiped, all surfaces dusted and/or wiped, windows inside cleaned, window sills and window tracks cleaned, baseboards dusted and/or wiped, doorknob, door frames, doors, light switches wiped, floors vacuumed and mopped
Bathrooms - Sink cleaned and sanitized, bathtub, shower walls, glass doors cleaned, toilet inside and out cleaned, mirrors cleaned cabinets front and inside cleaned, countertops and shelves dusted and/or wiped, all surfaces dusted and/or wiped, windows inside cleaned, window sills and window tracks cleaned, baseboards dusted and/or wiped, doorknobs, door frames, doors, and light switches wiped, floor vacuumed and mopped
Bedrooms and Other Living Spaces - All surfaces dusted and/or wiped, closets fronts and inside cleaned, carpeted floors vacuumed, hard surface floors vacuumed and damp-mopped, mirrors cleaned, windows inside cleaned, window sills and window tracks cleaned, baseboards dusted and/or wiped, doorknob, door frames, doors, and light switches cleaned
Notes on Post Construction Garbage Services: Services include gathering the homes garbage and removing it if the home is set up for streetside garbage services. However, we do not provide garbage service for construction materials. Mainly this is because we wish not to be responsible for throwing out anything that may be important. We will leave the construction materials to the other professionals involved.
A La Carte Maid Services can be added to your order:
Laundry Services - Can include washing, drying, ironing and folding. Please provide specific instructions for garment care. We cannot be held responsible for damages to clothing without directions for proper care. Please prepare and sort loads so we know what needs to be washed. Call for Pricing
Dishwashing Services - can include loading and unloading dishwasher and washing dishes by hand. Please provide instructions for specific care and do note that while we wash dishes by hand, we will use a reasonable amount of scouring force but anything that will require excessive scouring will be left behind in the sink so as to avoid potential damage to the dishware. Call for Pricing
Window Washing Services - includes washing the interior of your home’s windows that are within arms reach on a two tier step stool. It can include cleaning blinds and cleaning window sills and rails. We cannot be responsible for broken blinds in the event of a clean. Often blinds can become brittle from elemental changes such as sun exposure and can be prone to breaking. Window cleaning services are a $10.00 per window.
Organizing, Clearing Surfaces, and General Maid Services - typically for cleaning services we ask our customer to clear surfaces and floors for us to clean everything as thoroughly as possible. If you do not wish to do this or simply do not have the time - we are happy to pick up and organize the available areas before a cleaning service for you! General Maid Services are an additional $165.00 hourly rate added to your normal service.
Book us for the day - if you have a lot of work that needs to be done, you are not sure how much time will be required to complete the job or you want us on call for you on a specific day. We can and will oblige the request. A team of two will be reserved for you on the requested day at a rate of $1800.00 for an 8 hour block of time.
Additional Time Bolt On - Sometimes life gets chaotic and our houses become messier than usual. In this event we would simply invest the time to complete the requested cleaning up to normal standard. We charge a flat rate for your home and stick to that cost and time-frame typically. Sometimes life has other plans and we are there to flex with you. We will always communicate potential additional time and come to an agreement before continuing the bonus work. Additional hours are charged at $165.00 per hour.
General Limits, Conditions, and Liability
100% SATISFACTION GUARANTEE
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 technicians must be allowed to come back into the home within the next 2 business days.
PET FECES AND URINE
Our cleaning technicians cannot touch or pick up pet wastes, including emptying litter‐boxes. If, for whatever reason, pet feces or urine is sucked up by our vacuum, the cost of repair, cleaning, and/or replacement will be charged to the customer. Please let us know if we need to be vigilant about potential pet messes in the home
CLEANING SUPPLIES
Our cleaning technicians bring all the supplies and cleaners needed to clean your home. We offer a standard clean and a natural clean using high quality products. If you would like to know what we use exactly feel free to email or call the office to discuss materials. However if you prefer to supply your own cleaning products or solvents we cannot be responsible for any damage associated with that product or solvent.
DUSTING
Dusting your home is a big part of what our clean entails. The way we dust and what we choose to use helps us remove most of the dust in your home with reasonable 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 small, individual items: We dust small items based on the size and the number of items on a shelf or flat surface. Generally, if there are ten 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. Please note that we may not decide to touch anything that looks irreplaceable (see section on Damage and Breakage below).
Dusting height limits: We are not able to dust items on shelves or hung on a wall that are out of reach. We do use extension poles to high dust rooms but we will not high dust items that may fall. Ideally, holding the item with one hand and dusting with the other will secure it and prevent damage.
SHOWERS AND TUBS
Showers and Tubs can accumulate lime, calcium, and/or soap scum. We can do lime and calcium removal here at You’ve Got It Maid. The situation will differ depending on the cleaning package you choose. If choosing a standard clean, we will treat the fixtures with a lime and calcium cleaner and use reasonable effort to remove the deposits. We cannot guarantee complete removal since the nature of the mineral may not allow it. If choosing a natural clean we will use a non-toxic shower cleanser and reasonable scrubbing efforts. The fixtures may improve but usually these minerals need an acid remover which is not compatible with the natural cleaning option. We do remove soap scum in either case and we work with hard water stains over time using a compatible cleaner and a pumice stone when needed. Be aware that mold and mildew are organic and will grow deep into and behind grout or caulk. Surface stains will be minimized with the clean, but completely eliminating it may require the homeowner to have their shower re‐grouted or re‐caulked.
DAMAGE OR BREAKAGE
When we are in your home we exercise reasonable care for your home and the things in it while providing quality services. We do of course carry insurance for damage or breakage caused by our cleaning technicians. 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.
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 our own vacuums which meet industry standards in order to limit snags but will also provide a high quality vacuuming.
Broken Blinds: Clients should be aware that there are some inherent risks each time your blinds are cleaned/dusted. Blinds become brittle from daily exposure to the sun while the 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: These items are expensive or impossible to replace and so we will not take the risk of cleaning such items. It is the customer’s responsibility to inform You’ve Got It Maid 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 technicians 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).
Some of our clients may prefer shoes not be worn in their home. In this situation we are happy to accommodate by wearing shoe covering booties. For safety and ergonomic reasons we ask that our cleaning technicians wear appropriate shoes for a long day on their feet. We appreciate your understanding.
PAYMENT FOR SERVICES
You may pay by Check, Cash, Venmo or Zelle for your convenience. If you choose to use Venmo or Zelle, payment is due by 7am the day the services are scheduled. If paying by cash or check, we ask that payments for service be placed in a sealed envelop left on the kitchen counter. Tips can be left separate from payment if you would like. or delivered once we arrive for the clean. If it is not presented the day our services are scheduled a late fee of $45.00 will apply on top of the original bill and we will wait to schedule the next cleaning until account is brought up to date.
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 our late fee of $45.00 and long with payment for services received.
Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. 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.
SCHEDULED “ARRIVAL WINDOW” FOR CLEANINGS
When booking your service, we provide an estimated arrival window when the cleaning technicians will arrive at your home. When you schedule a time for your clean rests in the middle of a two hour window. We cannot guarantee what time we will actually arrive within that window, so please keep that in mind. The arrival time may vary due to unforeseen circumstances (traffic jams, weather, the cleaning technicians needing extra time to finish cleaning a previous home, etc.) If our cleaning technicians are expected to be late by 30 minutes or more, we will call or text you.
CLEANING YOUR HOME WHILE YOU ARE AWAY
If you cannot be present for the cleaning of your home that is quite alright. We will happily coordinate with you protocol for arrival and departure. We prefer to use a number code or a copied key to enter your home as opposed to a hidden key because we can maintain your security this way. Your key is coded and locked securely away until the day we are scheduled to clean your home. Please be aware if you choose a hidden key or to leave your home unlocked, we will not be held liable for any damage or burglary to the home.
LOCK‐OUT FEE
You are responsible for providing cleaning technicians access/entry to your home. If our cleaning technicians cannot enter your home, you will be charged the full cost of estimated service. You’ve Got It Maid can coordinate entry and departures if you are going to be away (see above). However if something goes awry and we cannot enter we will attempt to contact you. If we cannot reach you we will wait 15 minutes for a call back. If we do not hear from you then we will leave the premises to move onto other business. In this event you will be charged the full cleaning fee for that day. If we need to wait for access then we can do that up until we have to depart for our next appointment. In this event you will be charged the regular rate for that time. For example, if you are scheduled for a 10:00 AM cleaning and our next client is at 1:00 PM but we cannot gain access to the home until 11:30 AM, we will work until 12:30 PM as agreed but you will still be charged for the entire clean. (i.e., you would be charged as if we worked from 10:00 AM when we were supposed to arrive).
SECURITY ALARMS
You’ve Got It Maid is not responsible for any charges from the local police department which is called out due to an activated alarm which we are not able to turn off.
UNABLE TO COMPLETE CLEANING DUE TO CONDITION OF HOME
There are certain circumstances that will prevent You've Got It Maid from cleaning your home: this can be aggressive animals, pests (including roaches, fleas, rats, mice, bed bugs, etc.), hazardous conditions (needles, illegal drugs or items, rat/mouse droppings, feces, urine, etc.) or hoarding situations that the company was not made aware of ahead of time. In situations such as those, the office will notify the customer of the situation and a full cleaning fee will be due and payable. It is our policy to provide you with visual evidence of the unacceptable condition.
SCHEDULING CHANGES
Please let us know as soon as possible if you need to reschedule or cancel a cleaning appointment. Your cleaning technicians count on your business. If you can provide us with at least 5 business days’ advance notice of any scheduling changes, it gives us an opportunity to find another home to fill that time slot. Last minute notifications make it nearly impossible to find your cleaning technicians work and can cause them financial hardship.
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)
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.
Example 1: Bi‐Weekly customer “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 customer “skips” a cleaning, creating a three-week interval between visits and an additional charge will apply to the next cleaning.
Example 3: Bi‐Weekly customer 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 customer requests more than 4 weeks between cleanings. The next visit will be billed as a deep clean, and then the recurring service price will resume with a new 4 week interval.
A FEE CHARGED FOR SCHEDULE CHANGES
0-24 hours’ notice before scheduled cleaning: full cost of anticipated cleaning.
24-48 business hours’ notice before scheduled cleaning: $100.
48 business hours or more notice, no fee.
NO AVAILABILITY – It is our goal to meet every cleaning request, however cleaning dates do sell out and certain days are allocated to different areas that we service. The best way to reserve an alternative date is to call You’ve Got It Maid as soon as possible.
We are happy to work with customers to reschedule, reduce the services requested, and cancel services throughout the year to work around your schedule. The fees listed in this segment of our policy is in reference to making schedule impacting changes less than 48 business hours before the scheduled appointment.
ADDITIONAL FEE DESCRIPTIONS
When purchasing our house cleaning service, you are purchasing reliable, well‐ trained, insured, trustworthy Elite Cleaning Technician. There may be an occasion where our cleaning technicians need more time to complete the specific cleaning program you purchased.
A couple 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 particular cleaning requires more than the allotted time to finish due to the situations above, we will attempt to contact the customer by phone before we start the job. If we are unable to reach the customer by phone 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.
Move Out Cleanings
Move-out/move-in cleanings assume that the home is empty and that drawers, cabinets, refrigerators, and ovens, are empty as well. If we have quoted you for a move-out and there is food in the fridge or items in the cabinets or drawers, we will not clean those areas. If there is furniture in the home, it will not be cleaned. If you need to add organizing services to help with packing small items or you wish to order additional maid services to have your furniture cleaned, please communicate the details and we can adjust your order.
Out of Region Fee
We service clients as far north as Bellingham along the I-5 Corridor south to Seattle. We have certain days that we service specific areas. For example Marysville may get service days of Friday and every other Monday. If a Seattle client needed to reschedule and had to book a Friday that was designated to Marysville clients. They would need to pay a trip charge of $75.00 if we had slots open on those out of region days.
PICTURES OF YOUR HOME
We do not photograph your home unless we are needing to communicate directly with you about the services in question. We do not keep any of the said photographs or share them with anyone. If for any other reason we may want photos of your home, we will always ask permission to take them beforehand.
SAFETY AND WORK CONDITIONS TEMPERATURE SETTINGS
During the very cold or very hot months, many of our customers turn their air conditioning and heat off or set them to a low energy output while they are at work. On the day that your cleaning technicians arrive, we ask that you set the temperature somewhere between 60℉ and 72℉ so your cleaning technicians can work in a safe environment without overheating or freezing their toes off.
NON‐SOLICITATION OF YOU’VE GOT IT MAID Elite Cleaning Technicians
When entering into an agreement for services with You’ve Got It Maid you agree not to solicit for hire any staff member introduced to you by You’ve Got It Maid 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 customers. However, if you do wish to employ a staff member directly please discuss this matter with the owner of You’ve Got It Maid. 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 valuable asset and charge accordingly.
PRIVACY STATEMENT
You’ve Got It Maid is committed to protecting the privacy of customers. We will not sell, exchange or otherwise distribute your personally identifiable information to outside parties.
WE WOULD LIKE YOUR FEEDBACK
We strive for a successful service relationship with our clients and a big way we achieve that is through your feedback! It is the best guide for continuing to grow in all the positive ways. Don't hesitate to communicate the ways we especially helped and suggestions on how we can improve! You can leave a note, send us an email, or give us a call at the office. And if you have gratitude to spread feel free to leave us a review! Our mantras are centered around quality, integrity, and making your life a little easier. Thank you for your help.
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