Terms of Service

Elite Maids House Cleaning Terms & Conditions

Welcome to Elite Maids House Cleaning! By using our website to book our services, you agree to comply with and be bound by the following terms and conditions. If you do not agree to these terms, please do not proceed with booking our services.

Booking Confirmation

Please be informed that your booking will be confirmed and scheduled for your preferred date and time only after you provide a payment method (credit/debit card) on our booking page or through the confirmation booking link that was sent to you. Once your booking is scheduled, you will receive a text message and an email confirmation.

Payment

Per our policy, a pre-authorization hold of the cleaning total will be placed on your card at 8am on the day of your cleaning appointment. This is done to ensure that there is sufficient funds to cover the payment for our services. The actual payment will be processed one hour after the cleaning is completed.

Cleaning Crew

Depending on the size and type of cleaning service requested, we will either send a cleaner or two, although in some cases additional cleaners may be required due to the complexity of work or scheduling constraints. We strive to limit the rotation of cleaners in your home while ensuring that our technicians receive sufficient cross-training.

Rest assured that all our employees have undergone rigorous background screenings and drug tests before joining us. You can trust that our cleaners are honest, reliable, and held accountable for their work.

Right to Refuse Service

We reserve the right to deny or terminate service if we encounter safety concerns, inappropriate situations, weapons on the premises, severe clutter, or disconnected utilities.

Our employees also have the right to leave if they find themselves in an extremely unsanitary environment or feel unsafe or threatened. In cases where a booked cleaning is deemed unreasonable by our cleaners, they may refuse service on the spot and a cancellation fee will be charged.

Cleaning Day Preparation

The pricing for our cleaning services is based on our cleaners being able to focus their time solely on cleaning tasks. We kindly request that you take a few minutes before their arrival to tidy up areas such as floors, countertops, tabletops, etc., so that they can easily access the surfaces to be cleaned.

If you prefer our cleaners to handle these tidying tasks as well, please call our office in advance so that we can adjust your cleaning fee accordingly.

Customer Responsibilities

Please note that on the day of cleaning, it is incumbent upon you the customer to ensure the availability of running water and electricity. These are crucial for our cleaning staff to effectively perform their tasks. In the event these utilities are not available, please understand that we will still try our best. Partial refunds will not be given for such situations since full payment compensates our employees for unexpected lost revenue and travel time . Your cooperation in this regard is greatly appreciated.

Add-On Services

We offer additional services for an extra charge, including but not limited to:

  • Cleaning of interior windows and sills
  • Detailed blind cleaning
  • Baseboard cleaning
  • Dishwashing
  • Cleaning inside kitchen cabinets
  • Cleaning inside ovens
  • Cleaning inside refrigerators
  • Sweeping inside garages
  • Patio cleaning services
  • Outside grill cleaning

Pets

We understand that pets are part of the family. While we are happy to work around them, we kindly request that indoor pet activity is limited during the cleaning process for efficiency and safety reasons. If a pet becomes anxious or poses a safety concern, we reserve the right to remove our employees from your home.

Our employees are instructed not to enter a house if they believe an animal is a threat. Please note that pets may behave differently when a family member is not present. If the removal of our cleaning technician is necessary due to aggressive pets, our cancellation policy will apply.

Service Fees

Please keep in mind that while we provide instant prices based on years of experience, adjustments may be made based on the actual condition of your home. If it appears that extra time will be required for the service, we will contact you to inform you of any potential changes. If we are unable to reach you and our cleaners are unable to proceed with the service as scheduled, a cancellation fee will be charged.

We reserve the right to reevaluate rates at any time based on the time required to meet our clients’ standards. In such cases, we will contact you to discuss any necessary price or service revisions if there is a significant difference from the original bid.

Refund Policy

We strive to provide our clients with the best possible service, but we understand that mistakes can happen. In the event that something is missed during the cleaning, please contact us via email or phone within 24 hours, and we will rectify the error at no additional charge.

Recurring Service Discount

If you choose to schedule recurring cleanings with us, discounts will apply after the first cleaning. However, if you skip cleanings and the frequency of your cleaning falls below what was initially agreed upon, your price will be increased to reflect the lower frequency pricing level.

Rate Increases

Adjustments to your cleaning rate may be made throughout the year due to changes in your established service schedule, home or living situation (e.g., remodels, address changes, increase in people living in the home, significant addition of furniture). The client’s rate shall be annually increased by an amount not exceeding 8% of their current rate.

Lockouts

To ensure a smooth cleaning experience, it is important that the service location is accessible to our personnel on the scheduled day. If our team is locked out of your home, we will make every effort to contact you and arrange for entry. If we are unable to establish contact within 20 minutes of their arrival time, the scheduled cleaning will be skipped and the full cleaning service fee will be charged. This fee compensates our employees for unexpected lost revenue and travel time. To avoid this, please provide us with a key or code for entry into your home.

Rescheduling & Cancellations

We understand that unforeseen circumstances may arise which require rescheduling or canceling a cleaning appointment. To avoid incurring a $70 cancellation fee, please provide us with a minimum of 48 hours’ notice if you need to make any changes to your scheduled service.

Alarm

If your home is equipped with a security system, please ensure that it is turned off on the day of the cleaning. If you prefer, you can provide us with the code and proper instructions for its use. It is important to inform us if there are any changes to the code to avoid any lockout charges.

Use of Homeowner’s Vacuum

If you would like us to use your vacuum, please be aware that we will not assume any liability for damage to the unit. Since we are not responsible for maintaining the vacuum, we will also not be liable for any repairs needed. It is essential that your vacuum is in working order when we arrive, as we will be unable to perform vacuuming of carpet and hard floor surfaces if it is not functional.

Cleaning Supplies

We provide all the necessary equipment and cleaning products for a thorough clean in your home. If you require us to use only green cleaning products, please let us know before we start the service. If you prefer using your own cleaning supplies, please have them ready so that our cleaners can efficiently perform their tasks. Please note that we are not responsible for any damage associated with customer-provided cleaning products.

Items We Cannot Clean

Please understand that mold removal requires specialized services, and therefore we cannot be held liable for any mold-related risks in clients’ homes. Additionally, we are unable to clean hoarding homes or areas containing animal or human body fluids (such as blood, feces, vomit), cat litter boxes, bird cages, or urine/excretions.

Unreachable Areas & Heavy Items

For safety reasons and potential liability concerns, our employees cannot climb higher than a step stool or work outside of your home. They are also unable to move objects weighing over 35 pounds. If you require cleaning behind heavy objects, please ensure they are moved prior to our arrival.

Breakage/Damage & Loss Policy

While occurrences are rare, there is always a possibility of breakage or damage during the cleaning process. Our cleaners exercise reasonable care when handling your belongings, and we carry insurance to cover any damage or breakage caused by our cleaners. However, please note that we are not liable for damage resulting from normal wear and tear, improper installation of items in your home, or the cleaning of artwork, collectibles, or family heirlooms that were not disclosed during the booking process.

If you have any expensive or irreplaceable items in your home, please inform us before starting the service so that we can discuss how to handle them with care. In case of breakage or loss of personal items during the cleaning process, please notify us within 24 hours. While we strive to replace items with identical ones, this is not always possible.

Cleaners Arrival Window

We schedule our cleanings in an order that minimizes drive time and helps maintain competitive prices without trip fees. If you require a specific arrival time, we will make every effort to accommodate your request; however, please note that specific times cannot be guaranteed. Due to factors beyond our control such as traffic jams and unforeseen circumstances like weather conditions or mechanical problems, we request flexibility in scheduling between 8:00 am and 4:00 pm. We generally do not arrive more than 30 minutes earlier or later than the scheduled appointment time. If there are any significant delays on our part, we will contact you via phone call or text message.

Holidays

Please note that Elite Maids House Cleaning does not provide services on holidays. If your scheduled cleaning falls on a holiday, we will contact you to reschedule accordingly. The following holidays will be observed:

  • Independence Day
  • Thanksgiving
  • Black Friday
  • Christmas Eve
  • Christmas Day
  • New Year’s Eve
  • New Year’s Day

Inclement Weather

In the event of inclement weather conditions that result in Snohomish & King County School Districts closing, we will also be closed for business. We prioritize the safety of our employees and clients during such conditions.

Key Release

Client keys are coded and stored securely in a locked cabinet accessible only to the managers of Elite Maids House Cleaning. If you choose to leave a door unlocked or provide a key under an unsecured location (e.g., mat), we cannot be held liable for any damages or theft that may occur. Upon termination or cancellation of services, we will return any client key(s) in our possession within 48 hours after the termination or on the next business day.

Non-Solicitation of Employees

As our valued customer, we kindly request that you do not solicit for hire any of our cleaning employees to work directly for you. Our professional cleaners have undergone extensive background checks, reference verifications, and comprehensive training. Considerable time, resources, and financial investments are made before allowing them access to our customers’ homes.

Governing Law

Any claims related to our website shall be governed by the laws of the State of Arizona without regard to its conflict of law provisions.

We constantly strive to improve and enhance your experience with us. Your feedback is valuable in helping us achieve this goal. Please feel free to let us know if there are any improvements or changes you would like to see on our website that would make it even more user-friendly.

At Elite Maids House Cleaning, we reserve the right to modify these terms and conditions at any time without prior notice.

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