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Prince George's County, MD

Charles County, MD

Washington, DC

 

 

CONTACT US

(202) 455-8361

info@maidnewcleaning.com

 

 

© MAID NEW,  EST 2015

Service Agreement

 

There is no term to this agreement between the client or MAID NEW Cleaning Service. You may cancel your cleaning service at any time. MAID NEW Cleaning Service also reserves the right to cancel the service provided at any time.

 

We strive to provide the most professional cleaning service. All the professionals are bonded and insured and have been thoroughly trained in the proper use of all products and equipment.

 

We will provide all of the cleaning supplies, vacuums, and equipment. Should you wish for us to use one of your products, please let our office know.

 

100% Satisfaction Guarantee: We do our best to meet or exceed your expectations. If you’re not satisfied with the job we did, please notify us within 24 hours of service completion, and we’ll return and complete the job to your satisfaction.

 

COMMUNICATION: The best way to assure that you receive excellent service is to let us know how you’d like us to improve or what you’d like done differently. Feel free to call or email us at any time, and we’ll make sure that your concerns and requests are taken care of.

 

TEAMS: Our cleaners work solo or in teams of two or more depending on the size of the job. A team leader is assigned to your home. We make every effort to keep the same team leader assigned to your home, but cannot guarantee it. Illness, promotions, vacations, etc, can all result in a change of team or change of cleaners on a team.

 

CONDUCT: Our employees will be respectful while in your home. They will not smoke, eat or drink while in your home, nor do they watch TV or play the radio. They do not answer the telephone or doorbell. Their only purpose while in your home is to clean.

 

PETS ESCAPING FROM THE HOME: We cannot be responsible for pets that “escape” when our cleaners are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the cleaners can be on alert when they open doors. Our cleaners are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods.

 

EQUIPMENT AND SUPPLIES: We provide our own cleaning supplies and equipment including vacuums, mops, and cleaning products. If you have a specific product you want used, please call our office or alert your team leader so your file can be notated.

 

ARRIVAL TIME: We do our best to be prompt and meet the cleaning time indicated, but traffic and other clients may affect our schedule. This means the exact time of your cleaning may differ each time. If your scheduled cleaner is going to be more than 30 minutes late, we will contact you. If no arrival time is indicated, then the cleaning will be completed between the hours of 8:00 a.m. and 5:00 p.m. Our cleaners appreciate your flexibility. When possible, please allow for an open time frame rather than an exact arrival time.

 

SCHEDULING: Scheduling changes can result in the following

        PRICE CHANGES – The price for your recurring service is based on Time Between Cleanings. We have 4 recurring price categories:

                                           

        Weekly (Once a week)

        Bi‐Weekly (Every two weeks but no more than three weeks since the last cleaning)

        Monthly (Every four weeks but no more than five weeks since the last cleaning)

        Occasional (Six weeks or more since the last cleaning)

 

Rescheduling your cleaning can result in the cost of your service being Less Than, More Than or the Same As your last cleaning. Time will be considered for vacations when the home is not occupied.

 

Example 1: a Bi‐Weekly client who “skips” a cleaning, creates a four‐week interval between visits and the applicable (higher) Monthly rate will apply to the next cleaning.

 

Example 2: a Bi‐Weekly client 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.

 

CLEANING FEE INCREASES: MAID NEW Cleaning Service reserves the right to reevaluate rates at any time based on the time required to perform our service to meet the client’s standards. We will monitor the actual cleaning time for the first two months and occasionally thereafter. We will contact you to discuss possible price or service revisions if the cleaning time differs drastically from the original bid. We reserve the right to adjust the estimate after the job is completed.

 

PAYMENT POLICY: Payment is due on the day of service. New customers may pay by credit card, debit card or check.  Recurring customers are required to sign up for credit card recurring payments. We do not accept cash.
 

LATE CANCELLATION: If you wish to cancel or reschedule a cleaning appointment, at least 48 business hours' notice (excluding weekends) is required. We must adhere strictly to this policy in order to prevent lost wages for your cleaner.

 

If a cleaning appointment is cancelled less than 48 hours in advance, a $75.00 cancellation fee will apply. If you do not notify our office and upon arrival we cannot enter your home, we will charge you a full price lock out fee to cover our expenses.

 

If a cleaning is rescheduled by the client less than 48 hours in advance, rather than cancelled, a fee of $25.00 will be charged.

 

All notifications must be made in writing by emailing us at info@maidnewcleaning.com.

 

CHARGES: If it is necessary for you to change, cancel or skip your regular cleaning day, we appreciate at least 48 hours notice. If a cleaning is rescheduled by the client less than 48 hours in advance, rather than cancelled, a fee of $25.00 will be charged. If you do not notify our office and upon arrival we cannot enter your home, we will charge you a full price lock out fee to cover our expenses. Our teams daily pay is based on homes scheduled. When you skip on short notice or lock out the team, we do not have time to fill in your spot and our teams pay is affected. It also can cause scheduling problems with our other clients. Should you at any time require a change or modification of the cleaning detail or instructions, or wish to change the cleaning schedule of frequency, please contact our office.

 

SECURITY ALARMS: If your home is equipped with a security system, please insure that it is in the “OFF” position or inform our office of the codes and input sequence before your scheduled cleaning. Please be sure to notify our office if this code changes.

 

ACCIDENTS: Breakage or Damage: We train our staff to take extra care with your belongings, however occasional accidents do happen. Our staff is instructed to report breakage or damage immediately to the office and to you if you’re available.  If you believe that something has been damaged or broken by us, we need to hear about it within 24 hours after your appointment. We do not take responsibility for damage not reported within this time frame.

 

Except for cases of intentional damage, MAID NEW Cleaning Service's total liability for other property damage is limited to a refund of the amount paid for the cleaning service rendered on the date that the damage occurred. MAID NEW Cleaning Service, at its sole discretion, and without admitting liability, may offer to replace or repair the property, in lieu of a refund. MAID NEW Cleaning Service will choose the method, manner, and person or persons to perform or supply such repair or replacement.

 

You are responsible for letting us know if there are valuable or irreplaceable items such as heirlooms, so that we can instruct our staff not to touch them. We cannot take responsibility for cleaning these items or for damage to them if they have not been pointed out to us.

 

We cannot take responsibility for damage to items that were broken because they were not properly attached or secured (for example, a hanging picture that was improperly attached to the wall), or items that had prior damage.

 

CLUTTER: The cleaning will be far more satisfactory if the team does not have a great deal of clutter with which to contend. Desks that have a large amount of paperwork, for instance, may not be cleaned.

 

PETS and PLANTS: If you have pets, our cleaners do appreciate it when they are secured and that you pick up after them. We do not clean litter boxes or urine/feces from the floor. We also ask that you restrain or move an aggressive or barking dog. If your pet is aggressive or uncomfortable with strangers, please restrain her/him before our cleaner(s) arrive. Otherwise we may not be able to provide service, and you may be charged a late cancellation fee. Due to the individual care that plants require, we are not able to water or maintain them.

 

EXTRA WORK: Please call us in advance for special requests (i.e. after construction, refrigerator cleaning, inside of oven, inside windows, the basement, garage, extra rooms) so we can schedule the time needed to complete these tasks. Extra work requests may be denied if proper notice isn’t given, as it may affect your cleaner’s work schedule for the day.

 

ITEMS WE CANNOT CLEAN/DO: We have instructed our staff to leave certain items untouched, such as items or areas containing any body fluids or excretions and litter boxes. If your pet has an accident or vomits, it will be your responsibility to clean it up. Our teams are advised to clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area. We will leave you a note, or call you regarding the problem. We do not clean inside curio cabinets. If you have other items you prefer we not clean or handle, please call the office and we will arrange to avoid those items. Our staff cannot climb higher than a step stool, work on the outside of your home, move furniture that contains electronics, lift any objects over 20 pounds, prepare meals, provide any pet or children-related services, or empty diaper pails.

 

TIPS: Tips are appreciated by your cleaning team but not required. A recommended tip is 10-15% of your total cleaning fee. Tips can be left as cash (not in the envelope) for the cleaning team.

 

KEYS: Please make sure your home is accessible to us. Because your scheduled cleaning time may change each cleaning, we strongly encourage our ongoing clients to supply us with a key for entry. We keep keys in our office in a lockbox, and give them out only on your cleaning day.  In the unlikely event that a key is lost, we’ll notify you immediately and pay for key replacement.

 

OFFICE HOURS: Our office is open Monday through Friday 9:00am to 6:00pm (occasionally later and on weekends). After hours and weekends, a voicemail can be left and we will return it on the next business day.

 

 

 

SERVICE QUALITY GUARANTEE

MAID NEW Cleaning Service strives to provide outstanding cleaning services for our clients. If you are unhappy with any cleaning service provided, you are required to notify us within 24 hours of service in order for us to address and correct the problem.

 

If we receive prompt notification, we will come back to examine the problem. If the problem involves the quality of service we have provided, we pledge to correct the problem at no charge and additionally provide one half hour of cleaning services at no extra charge to compensate for your inconvenience.

 

If we do not receive notice of a problem within 24 hours of the cleaning, or if you decide to correct the problem yourself, we will not be able to correct the problem for you nor will you be compensated for your inconvenience.