Customer Service Agreement

(The Terms and Conditions of our Cleaning Service)

Items of extreme value (monetary or sentimental) should be dusted or cleaned by the customer. Please note that antiques, irreplaceable one – of – kind, and hard – to – find items are not covered by our breakage and loss policy. We suggest that such items be moved to a safe location on the day of our cleaning.

We cannot be responsible for items that are unstable, or in an unstable environment. All surfaces are assumed to be sealed and ready to be cleaned without causing harm.

Safety

For safety reasons, we do not move anything more than 25 1bs. If you wish us to clean behind anything heavy, such as a couch or a refrigerator, please move it prior to service to allow us access to that area.

We use only a two-step ladder. Wherever windows, furniture, or fans are affected we do what is within reach of the two-step ladder, or extension pole.

For our safety and for the safety of all of our clients, please notify us, at least 24 hours before your scheduled service, of any infectious diseases that are occurring in your household. Maid Service of Lake Norman reserves the right to cancel and reschedule in such circumstances.

For our safety, we expect all firearms in clients’ homes to be stored and locked.

We do not clean animal feces, human feces, urine, vomit, or other bio-hazards. This includes feline litter boxes and dog kennels.

If, for any reason, a staff member feels that his/her personal safety is endangered due to actions by the client, guests, or pets on the premises we request that the Techs leave the job sight immediately.

Pets

We are a pet – friendly cleaning service, however to ensure that the Cleaning Techs can work without any distractions, we do request that pets (ex. dogs) be placed in the yard, crate, separate room. This request is not meant to cause a hardship. If this is an issue we will discuss the matter with you and devise a mutually satisfying plan.

Hiring of Maid Service of Lake Norman Employees

The client agrees that he will not solicit any Cleaning Technician to leave our company, or take the place of Maid Service of Lake Norman whether it is directly, indirectly, individually, or through a family member, or other person. A referral fee of $4,000 will be due immediately upon employment of a past (if it has not been two years)/present employee, regardless of regular employment (part or full-time) or on a contractual basis. Maid Service of Lake Norman reserves the right to pursue all legal methods of collection.

Termination

Either party may end this association at any time by giving to the other party oral or written notice.

We are a maid referral agency. Our maids create healthy, sanitary, and spotless environments.

Service and Contact Hours

Our contact hours are Monday – Friday: 9:00 AM- 5 PM
Service hours are Monday – Friday: 8:30 AM – 4 PM
Saturdays: There is a surcharge and is based on availability
Sundays: There is a surcharge and is based on availability

A mailbox will be available whenever we are not available to immediately answer your call. We turn the cell phone off when doing walk-through appointments and cleaning jobs. Your call will be returned as soon as possible.

If you need us urgently on the weekend, email is the best method of contact. Phone calls may go to voicemail, so please leave a message; expect to receive a return call the following business day.

Services Provided

We perform all services noted and the Services’ Checklist. This list can be expanded. If the amount of time needed to clean your home differs significantly from the estimate given to you, an adjustment of the price will be necessary. If the conditions of your home change (for example additional pets or people living in your home) a service fee revision will be necessary. Laundry Service provided, if requested.

Add-on Services

We will be happy to provide you with additional services (i.e. cleaning the inside of the oven/refrigerator/cupboards, cleaning inside windows, changing and washing linens , etc.) However, requests for additional services should be addressed in advance so that we can provide the time and the supplies. All add-on services require additional fees.

Service Fees

Your home is expected to be in the same or better condition as on the day of the initial walk-through. We ask that you pick up toys, or other items, before we arrive to clean, so that the time we spend in your home will be for cleaning only. Time spent on getting an area ready to be cleaned uses up the time that has been allotted for the cleaning process. Presently, clients have not experienced increases to their service fee, however, it may become necessary to add a small travel expense fee to all invoices.

Payments

Payment is due either by cash or checks the day of the cleaning or the day after each scheduled cleaning, if your credit/debit card is on file. Invoices are sent via email and payment can be made online by check, credit card, or debit card.

However, to be placed on our schedule, we must have a valid credit card on file. This will hold your place on our schedule .

Move in/move out cleanings are different. We require a 6 hour minimum  prepaid by credit card.  We cannot make an appointment without the payment. If the cleaning does not require the 6 hours we will adjust your account accordingly.

Cancellation of Appointments

You may reschedule, add, skip, or cancel any of your appointments. We request that you give us a 72 hour notice. There will be a $35 charge if adequate notice is not given, or if we are unable to gain access into the home at our scheduled cleaning time. Once we take a reservation, we hold that time slot open for you and turn away other potential clients. If our Cleaning Tech comes to your home she must be compensated for her time and for her gas. Our cleaning techs rely on the schedule given to them.This is their source of income for their families and cancellations put them in a financial bind.

Returned Checks

There will be a $35 fee charged for all returned checks.

Tips

Tipping is your token of appreciation for the good service you feel you have received from the Cleaning Technicians; however, it is neither required nor expected. If you choose to leave a tip, clearly mark it as a tip – since our staff is not permitted to take any money.

Equipment and Supplies

We supply our own cleaning supplies and equipment; however, we do ask our clients to make their vacuum cleaners available for our use. This will eliminate the possibility of cross-contamination. We ask that a toilet brush be available in each bathroom to eliminate the possibility of dripping toilet water as we move to each bathroom. Please have a large plastic bag available so that the cleaning techs can easily dispose the trash in each room throughout your home. Finally, we request that you supply paper towels. This works best on glass (windows/mirrors, etc.).

All cloths used are clean and fresh when we start to work in your home. If you would prefer that we use your equipment, we will be happy to do that.

100 Guarantee

We want you to be consistently pleased with our service. If you are displeased with the service that you have received, please notify us within twenty-four hours and we will return and fix the error, or omission, in a timely manner with no charge to you.

In some instances, a Service Fee Adjustment may be requested. If so, we may make this adjustment in one of the following ways: 1) Reduce the Service Fee of the next cleaning. 2) Increase the time of the next cleaning session … with no increase in service fee. 3) Provide a free cleaning. 4) Refund the balance remaining on our Prepaid Service Fee Plans. The Prepaid Plans include: Annual, Semi- Annually, Quarterly, and Monthly schedules for payment. Service Fee Adjustments may not be combined.

Arrival Times

We do not give exact appointment times; however, we do give a 1 hour time frame. Traffic and issues with the previous home are just a few of the problems we face each day. We strive to meet your time frame but cannot always be met.

Breakage/Damages

We are insured and take great pride in cleaning your home, however, accidents may happen. Our Techs have been trained to inform the office immediately of any breakage. If you notice breakage, or damage, we expect to be notified immediately, so that we can take the appropriate action.

A Final Word

• We try not to touch computers or televisions. We will dust around them, and/ or dust their frames.
• When the trash has been removed from the house we generally place them in the garage beside the door leading to the house – unless clients request that we place the bags in their trash cans .

We service Mooresville, Troutman, Davidson, Cornelius and Huntersville areas. We also clean houses in Denver, and Sherrills Ford areas.

Please call with any questions or concerns

704-508-1004