FREQUENTLY ASKED QUESTIONS

Payment is due at the time of service. All reservations and appointments are secured by means of a credit/debit card at the time of booking (VISA, MasterCard, Discover or AmEx). Effective Jan 1 2020, The Maid Crew no longer accepts checks or cash as payment.... everything's done through credit/debit card. ACH bank draft coming soon.

As a means of ensuring that it’s time & resources are respected & honored appropriately, and as an assurance of payment, The Maid Crew requires all bookings to be secured through debit/credit card reservation. If an appointment is cancelled with less than 24 hours notice or if the Crew experiences a Lock-Out or are turned away upon arrival, the debit/credit card on file will be charged a $50 Late Cancellation fee as outlined in The Maid Crew’s Terms of Service.

The Maid Crew may, under certain circumstances, opt to pre-authorize a charge against a client’s debit/credit card the day before services are to be rendered. The pre-authorization may show up as a hold or pending charge against your account as an assurance of available funds, especially in situations where a LARGE amount of time & labor is to be reserved and/or rendered. Only when your appointment has actually been completed will the charge be finalized and processed.

With The Maid Crew, clients are in complete control of how much time & labor they’d like to reserve / book for an hourly based cleaning. We can offer recommendations but ultimately, the choice rests with the client based on their needs and/or budget. Should a client book MORE THAN the number of hours needed, the client will only be charged for the amount of time & labor rendered. In the event the job requires more time than expected, the client will be consulted as to whether they’d like to authorize more time and, if so, will be billed appropriately.

If you are set up to pay by debit/credit card and wish to provide the Crew a tip, simply call our office directly and let us know how much of a tip you’d like to add to your debit/credit card charge. We will forward 100% of the tip amount to the Crew Members responsible for the cleaning (split equally among all those on the team).

The Maid Crew reserves the right to amend its rates at any time to allow for business related cost increases. Additional charges may be necessary for the extra maid-hours typically required for initial cleanings, post-party cleaning, renovation cleanup, “picking-up” prior to actually cleaning, extended intervals between cleanings, additional service requests and/or the addition of pets, children, or roommates. Recurring Clients will be provided with a 14 day advanced notice of any permanent rate change affecting their account.

Clients whose check has been returned for insufficient funds, who stop payment on a check, or who have denied payment to The Maid Crew by means of a charge-back to their credit card, will be assessed a $50 “denial-of-payment” fee in addition to all applicable late payment penalties, interest, administrative and collection costs. Late payment penalties are as follows: $15 for account balances carried seven days beyond the date of service, $25 additional if carried thirty days beyond date of service; For Corporate Clients requiring invoicing: 10% on all account balances not paid in full thirty days beyond original date of invoicing.

The Maid Crew is a Virginia Corporation licensed in the County of Henrico. General Liability Insurance and Bonding Certificates are issued through The Hartford and available upon request.

The safety and security of you, your home and your belongings is important to us. Employees of The Maid Crew have passed full background checks. The Maid Crew has partnered with DataSource for ensuring we hire only the best. Reviewing Seven Years of history, we look at:

• Address Verification
• Social Security Trace
• Dept of Motor Vehicles
• State & National Criminal Search
• National Sex Offender Database

At The Maid Crew, your trust & confidence is of utmost importance. We do our best to make sure every stage of the customer service experience goes off without a hitch. There are times however, in spite of a our best efforts, that things happen. And when they do, we strive to do all we can to help rectify the issue(s). If you’ve experienced a breakage or damage of personal property, or you believe something has come up missing after one of our cleanings, please give us a call as soon as possible.

We LOVE feedback, both the good and the not-so-good. If you’ve got concerns about the quality of service, we want to know about it – it’s the only means we have of knowing where there’s a problem and how to fix it. If you’ve got PRAISE, we look forward passing it on and sharing your thoughts with the entire staff. To provide feedback and rate the Crew’s work, simply email or telephone us …. our info is at the bottom of the screen.

As for accessing your home, clients preferences dictate. For more info, please CLICK HERE. With regard to allowing others access into your home while the cleaning is taking place, all crew members are under instructions NOT to allow any other individuals access without prior approval of the home-owner. All those claiming to be family, friends, neighbors, hired-contractors, nannies, etc, will need to produce and make use of a working copy of your key if they are to be allowed access into your home while we are there.

At The Maid Crew, we want to make sure each and every client is happy with the service provided. One of the ways we do that is with a Satisfaction Guarantee. If you’re not happy with a particular aspect of our cleaning, then give us a call or email within 24 hours of our visit and we’ll come back out to provide a Re-Clean absolutely free.

It is The Maid Crew’s policy not to provide discounts or refunds once Time & Labor has been rendered. Instead of discounts or refunds, we offer clients the option of a Re-Clean if not completely happy with the quality of the cleaning provided. Conditions apply.

Once your appointment for service has been solidified on our schedule, we set that space aside specifically FOR YOU. We also reserve the necessary man-power to attend to your cleaning, while turning other business and potential clients away. Should you need to either cancel or reschedule a particular cleaning, we require a ONE day advance notice prior to your appointment.

The Maid Crew requires a minimum of ONE DAY’s ADVANCE NOTICE if you should ever need to cancel or reschedule a cleaning. This will allow us time to adjust the routes and book other clients in your place. Failing to provide a one day advance notice of cancellation or rescheduling will result in a $50 late cancellation fee being assessed and charged to your credit card on file.

If our Crew is either turned away at your door or simply unable to gain access to your home upon their arrival, an attempt will be made to contact you for assistance. If you cannot be reached or you refuse service, the Crew will be instructed to cancel the cleaning & move on to their next account. Such a scenario shall be viewed as a “Lock-Out”. All Lock-Outs are treated as late cancellations and will result in a fee of $50 automatically billed to your account & charged to your credit card on file.

If you are a recurring client, a discount has been factored into the price of your cleaning based on your frequency of service. If we are to honor the discounted pricing provided, we will require that you, in turn, honor the integrity of your recurring service schedule. In the event you cannot maintain the integrity of your schedule and you need to skip a cleaning, (as opposed to reschedule) your next appointment for service shall be billed in accordance with the pricing structure established for your account. (Example: If your service is normally every two weeks (at say $85) and you skip a visit, your next cleaning will be bill as a monthly (at say $115) due to the resulting four week interval between cleanings.) MONTHLY CLIENTS needing to reschedule or skip a cleaning which, in turn, results in a gap of 5 – 8 weeks between cleanings, will be assessed an extra cleaning fee commensurate with the size and condition of their home. Clients with a gap of more than 8 weeks between visits will have their next scheduled cleaning treated like an initial & provided by the hour in order to bring the home back up to maintenance level.

When hired, The Maid Crew employees sign a non-compete agreement barring them from performing any service for any past, present or prospective clients residing within our current service area both during their employment and for a period of one full year following their departure or dismissal. Upon requesting service, you agree not to solicit, entice, or influence any current or previous employee still bound by their non-compete agreement to take care of their service needs, whether directly or indirectly, individually, or through a family member or other person or company, under penalty of a $4,500 finders fee assessed against your account, due & payable 30 days from the date of assessment. If you would like to hire, directly or indirectly, one of our current or previous employees who remain contractually obligated to their non-compete agreement, we would be happy to release them from their contract and bill your account a referral fee of $2,500. We consider our employees our most valuable asset and charge accordingly.