Terms and Conditions
These Terms and Conditions are provided as a guide of what is expected of our clients.
Let us give you a free estimate based on your cleaning needs. Please contact us at 424-291-2623 for your personalized quote.
All initial, deep, one-time, move in/out and seasonal cleanings are based on an hourly rate.
Payment for cleaning services is due in full at the time of service unless other arrangements have been made. A valid credit card/debit card must be on file in order to schedule services. We currently utilize Authorize.net to secure and process your credit card information. If you will be paying by check or cash on a regular basis, and no one is going to be home on the day of your scheduled cleaning service, payment must be left on the counter. If we arrive to clean and there is no payment, we will contact you immediately. If you are not available, we will try and process the credit card number on file. If we are unable to contact you and are unable to charge the credit card on file, we will need to reschedule your appointment and you will be charged a cancellation fee.
Maids Santa Monica gladly accepts payment in the following forms: cash, checks, credit cards and wire transfers. Please make checks out to Maids Santa Monica. Should a check be returned, a $35 returned-check fee will be added to your account. Maids Santa Monica does not accept post-dated checks. Regular clients, if paying by check or cash on a regular basis, please leave all payments for services on the kitchen counter.
Late Payment Fee
In the event a payment arrangement was made and an invoice was sent, Maids Santa Monica may charge a late fee for any amounts that are not paid when due. The late fee will be 5% of the subtotal each month the invoice is not paid. Customers shall also be responsible for all costs of collection (including reasonable attorneys’ fees) to collect overdue amounts.
Skipped Cleanings & Cancellations
As a general cleaning client, a part of what you pay for is a consistent spot on our schedule. Having a consistent spot insures that you receive a discounted rate. Any gaps in regular service may increase your rate if additional time is needed in order to bring your home back to maintenance level. A cancellation fee will also apply if you do not cancel at least 48 hours in advance (see below).
If you need to cancel or reschedule your cleaning service, please give us at least 48 hours notice. Please consider our scheduling/preparations and that we are reserving a time slot for your cleaning. A fee will be applied to all accounts that are not canceled/rescheduled at least 48 hours before your scheduled cleaning day. The amount of the fee varies according to the size of the job, with a minimum charge of $50 up to the full amount of the job.
Maids Santa Monica reserves the right to adjust client rates at any time. You will be notified 30 days prior to any price increases.
Gratuity is not required or expected but always appreciated for a job well done. As a large percentage of the cleaning service rate goes to overhead expenses (worker’s compensation, liability insurance, payroll taxes, training costs, etc.) any extra bonuses for our cleaning techs to be happy and committed are always a plus!
We pride ourselves in giving superior service to our clients. We go above and beyond to make sure you are completely satisfied with your cleaning service. If you are dissatisfied with your cleaning service for any reason, please contact us within 24 hours of your cleaning and we will return to re-clean the area/areas you are dissatisfied with at no additional cost to you. Requests received more than 24 hours of the service was provided will be incorporated into your next scheduled cleaning.
Should you decide that you would like us to clean items within curio cabinets or items of monetary/sentimental value, the following release of liability shall be in effect: Client hereby releases Maids Santa Monica from all liability arising out of cleaning these items. Client understands that he/she is completely responsible for repairing or replacing any damaged item or items even if Maids Santa Monica may have caused the need for repair or replacement.
We love them! But please secure any pet that may be a threat.
It is to the clients’ advantage to have the home picked up as much as possible allowing us to be able to get to all areas so that we can optimize your cleaning. At Maids Santa Monica, we provide light straightening of the areas that we clean. If such areas/surfaces are cluttered at the time of cleaning, your team will clean around those areas and you will be notified.
We cannot move furniture over 30 pounds but will try to reach a visible place with an extension duster.
If an area in the home is considered or has the potential to be considered hazardous, that area will not be cleaned.
Entry to Homes
Maids Santa Monica has three different options to choose from so that your cleaners have entry into homes.
1) Client may opt not to give a key to the company and be at home on their day of cleaning. Because we cannot give an exact time, the client must be home during their specific time frame to let the cleaners in/out of the home. If no one is home when the cleaners arrive, a cancellation fee will be charged. (See fee above)
2) Client may provide the company with a key. In the event of termination of the cleaning agreement, keys will be returned to the client within 48 hours of the final cleaning. For your protection, keys will not be linked to any information pertaining to the client. Keys are kept in a secured area and are crossed referenced in case of loss.
3) If a client chooses to leave their door unlocked, place the key under the mat, or leave their house key in an unsecured place for the cleaners to gain entry, the client releases Maids Santa Monica from all liability that arises from damage made before or after the cleaners leave the premises. The client understands that they will be responsible for any damages that are caused before/after their scheduled cleaning team.
It is not necessary for the client to disarm their alarm system for their scheduled date of cleaning. If you would like, you may contact your alarm company and have a house cleaner code issued.
When entering into an agreement for services with Maids Santa Monica, you agree not to solicit for hire any staff member introduced to you by Maids Santa Monica for any home-related services. If you are found to have solicited one of our staff members, please be advised that our referral/training fee is $2,500 payable to Maids Santa Monica immediately upon employing our staff for any services to your home/business. Your maid(s) will also be immediately terminated.
Occasionally we like to take before and after pictures of your home. Interior pictures will be for our reference only and will not be publicized without your consent. Interior images will be focused on the room and or damage we may find and will not be focused on personal property unless it is your personal property that was damaged and is required by our insurance to process a claim. If we wish to use pictures of the interior of your home, we will contact you directly before doing so. At no point will any image include images of any person living in the home. We do respect your right to privacy.
Confidentiality and Security Policy
The safety of our clients and cleaners is paramount at Maids Santa Monica. We maintain a strict policy regarding the privacy of our clientele. We guarantee discretion and do not share information (including but not limited to e-mail, residential addresses, telephone numbers and profiles).
We do not allow anyone into the residence without explicit direction from our client. We also ask that you inform the office of expected service and delivery persons or if someone will be in the home working or visiting upon the cleaners’ arrival. The cleaners must wear shoes to be in compliance with government safety standards. The keys to the residence or facility are coded and do not have personal information on the key tags.
Please advise of anything in the home that is not working properly (glass shower door falls off hinges when opened, hot water faucet is reversed with cold water, exposed wiring, picture frame is already broken and should not be moved, etc.).
Our standard office hours are Monday through Friday 9:00AM – 8:00PM. If we are unable to answer your call, please leave a message and we will get back to you as soon as possible. We schedule service 7 days per week.
Hours of Operation
Our standard hours of operation for our cleaning crews are Monday through Saturday 5:00AM – 2:00PM, an on occasion extend to 3:00PM. The teams do not work on Sundays.
It is bound to happen sometimes. We do our best to prevent it and effective communication is very important. In the event that Maids Santa Monica damages something in your home, we will notify you as soon as possible. For damage or breakage, you must save the item for insurance inspection. If an item gets damaged or broken, our cleaning techs are instructed to call management immediately. Our cleaning technicians will use their cell phone to take a photograph of the broken item and send the digital photo to the office. The photo is then saved in our system, printed and kept in the client’s file. If the item is broken, our tech will gather as many of the broken pieces as possible and place them in an empty trash bag. The bag of broken pieces will then be placed in an area out of reach of children. Our office then calls the client to inform them of the damaged item and to make arrangements to either repair, replace or reimburse.
When clients need one of our additional services, they should call our office in advance so we can allot the extra time needed to complete the service during their maintenance cleaning. The invoice you receive for that cleaning will reflect your regular maintenance cleaning rate plus the cost of the additional services. The additional service will then be added to your assigned techs work order for your home. Your cleaning technician will arrive prepared to complete the additional task at the appropriate point in the maintenance cleaning. Please do not ask our cleaning technicians to perform additional services that are not included in your cleaning services estimate. Our techs are given strict work orders, with a target time to complete each assigned job.
Please do not hesitate to give our office a call if you need further clarification on any of our policies. We clean all homes with as much care and respect as possible. If we fail, we immediately contact you. We never want an issue to go unresolved. Thank you for your confidence in allowing us to handle life’s most expensive possession – your home.