To make sure that City Maids will provide the best services for you, here are the things that you need to know.
We bring all our cleaning supplies/equipment. If the client wants us to use a special product and they will provide it, we will coordinate with the client accordingly. We will not be responsible for any damages caused by the products provided by the client.
There will be a 25% cancellation fee if there is a cancellation of service within 48 hours. You will also get charge of the 25% cancellation fee if we will not be able to access your home. This is to avoid a blank trip for our cleaning technicians. Please make sure you are available to let our cleaning technicians in, you are available to receive phone calls/text messages, or if you are not available please make sure to provide entry instructions so we can proceed with the cleaning session.
City Maids will provide all the cleaning supplies and equipment in order for us to perform the service ordered by our client. The client’s home/property will be required to have water supply, electricity and working A/C throughout the property. If these are not available, City Maids have the right not to proceed with cleaning session and a 25% cancellation charge will apply. Please make sure these are discussed/checked in booking the appointment.
Note: Our technicians are not allowed to climb past the second step of a step stool.
Please take note that we do not do refund, unless a re-clean has been performed. It is the client’s responsibility to notify the company if there any problems or missed items within this time period (24 hours); a phone call, email, or satisfaction survey response will be sufficient. In this way we can arrange a set date and time for our cleaning team to come back and rectify the situation. We will only perform a re-clean to all missed items. A partial refund or discount will only be given if you are still not satisfied with the result of the re-clean. Upper management will determine if the partial refund or discount is justifiable. Please take note that we will not perform a re-clean or do the refund if there is evidence of family members, guests, contractors, or pets dirtied newly cleaned areas such as: washed floors, mirrors, etc.
Note: If the client’s issue or concern is already more than 24 hours, it is the company’s discretion if we will come back for a re-clean so please make sure to reach out accordingly.
If the client books online, it is not guarantee that the booking is already confirmed. City Maids will reach out to the client through phone or email for booking confirmation first then the client will receive a confirmation email.
If the pricing calculator underestimates the price of your cleaning and the condition of your home is worse than predicted we do have permission to either adjust the price or refuse the service. You will be notified by our cleaning technicians or by our management if they do not have time to complete the cleaning in the time allotted via our confirmation phone call. You will have the option to either have them prioritize the areas you would like or to extend the cleaning and adjust the price rate.
Accidents still occur occasionally. If this happens, you will be notified by our technician, or left a note, and given a phone call. The client is also free to notify the company through phone and email. Reimbursement will be made with a copy of your replacement receipt or a quote on replacement for a similar item. Items which cannot be replaced due to sentimental or antique value should be reported to City Maids BEFORE service begins so we can put this information to the job order. We reserve the right not to touch an item. Reimbursement for items may be handled by our insurance company. All breakage/damage must be reported within 24 hours. We will contact you after notification. If we do not hear from you within the next 30 days we will assume you do not want to have us resolve the issue and the situation will void.
Please DO NOT leave out any money or valuables which could be lost or taken. When we find valuables left out we will clean around them. Our cleaning technicians are all background checked for security and assurance of our clients.
Hiring our current, ex-worker(s) and/or accepting side propositions makes you liable for an employment referral fee of $2,500.00 if you directly employ (legally or cash basis) anyone currently or formerly employed by City Maids within the 2 year period prior to such employment. By using our service, you agree to notify us of any attempts to solicit or accept illegal business, otherwise; Attorney, Legal and miscellaneous expenses incurred to investigate and/or collect this fee will be added if this employment is discovered. Exchanging contact info is considered part of this breach.
City Maids has the right to remove its cleaners from your home should the environment become unsafe and dangerous. The cancellation policy will apply.
We will gladly work around pets. The client is obliged to make the house or environment safe for our cleaning technicians to any accidents that the pets will make. If removal of our cleaning technician is due to aggressive pets, our cancellation policy will apply.
City Maids and its cleaning technicians have the option to leave upon arrival and not proceed with the cleaning session if the home is in extreme condition, not ready for cleaning service or feel unsafe/in danger. If you book a cleaning online that is not reasonable and not part of our cleaning checklists, such as a cleaning up after a large party or the house is full of clutter (if the client is a hoarder). If you book a cleaning service make sure there is no construction going on or movers trying to move items, there should not be any other worker working in the house to perform the cleaning session, otherwise, the cleaning session will not take place. City Maids and its cleaners may refuse service on the spot and you will be charged the standard cancellation fee, which is 25%.
We require all non-decorative items to be picked up off of the floor. Our policy is that the cleaners are not allowed to organize piles of clutter unless the service (ORGANIZATION) is added to the service. Our cleaners will just clean around the area. Desks that have large amounts of paperwork are unable to be cleaned. Please pick up clothes, toys and paperwork before each cleaning or we will have to skip those areas.
Our cleaning technicians do not wash dishes.
For safety and insurance purposes, City Maids will not allow its Cleaning technicians to lift or move heavy items or furniture.
City Maids cannot guarantee the results of mini-blinds, grout cleaning, chandelier, molds or vaulted ceiling fan cleaning. City Maids has restrictions on the things that we do not clean. So please refer to our cleaning checklists accordingly.
We charge a $6 parking fee for homes downtown where a free parking spot cannot be provided. Our cleaning technicians are obliged to look for free street parking first and to exhaust all the options.
City Maids ONLY payment method is through credit or debit card, unless otherwise approved by UPPER MANAGEMENT (not cleaners). Please do not give payments directly to cleaners for they will not be accepted. Any cash given to a cleaner will not be accepted as payment; though when you book an appointment the system will always ask for a credit or a debit card. Please do not give any form of payment to cleaners.
Note - Arrival Window: There is a 30 minute arrival window for all cleanings booked at 08:30 AM. All later booking slots allow a 2 hour arrival window. The 2 hour arrival window is normally used for an emergency cases.
Note - Cleaning Time: The first cleaning is quoted based on a normal home condition. If your home requires special attention and needs more time and effort, we will need to extend our time and additional price will be applied.
Note - Late Cancellations: For all one time and recurring cleanings, there will be a 25% cancellation if the booking is cancelled within 48 hours.`
Note: You must report any problems within 24 hours through phone or email.
CITY MAID'S
MISSION
Honest and Efficient Work
Our mission at city maids is simple: to provide high-quality services for our valued clients. Our team goes above and beyond to cater to each project specific needs. Through open communication and exceptional service we hope you’ll find what you’re looking for with our cleaning services. For more information or general inquires get in touch today.
CITY MAID'S CORE VALUES
Integrity
Respect
Committed to its customers and community
Quality and Professionalism
Responsibility
Service and results
Passion for people and its employees
Excellence
Referral Program
Earn your referral CREDITS/DISCOUNTS by simply spreading the good news to your friends, family and neighbors. Share your excellent experience with City Maids. You and your referral will get $25 CREDIT/DISCOUNT on your booking.
SHARE THE LOVE,
SHARE THE EXPERIENCE!
$25 CREDIT/DISCOUNT