Introduction
Your use of this website and The Maid Crew’s services/personnel is governed by the terms and conditions set forth below. Please read them carefully. By using this web site for personal use or to book cleanings from The Maid Crew, you agree to comply with, and to be bound by, these terms and conditions. If you do not agree to these terms and conditions, you should not book services nor use this web site and should exit from it now. The Maid Crew reserves the right to change this web site and these terms and conditions at any time without prior notice to you.
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Once your appointment for service has been solidified on our schedule, we set that space aside specifically FOR YOU. We also reserve the necessary labor 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 ADVANCE NOTICE of no less than 48 hours prior to our estimated arrival time.
Clients failing to provide The Maid Crew with 48 hours advance notice of cancellation or rescheduling will have their account accessed a $75 late-cancellation or rescheduling fee.
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 $75 automatically billed to your account & charged to your credit card on file.
Due to logistical challenges arising out of potential manpower shortages, traffic conditions or issues encountered when servicing other clients (such as lock-outs or extra, last minute service requests), The Maid Crew can only provide arrival windows of about 2 hours. Whether we arrive sooner or later than your preferred arrival time, you will still be expected to maintain your appointment for service.
The Maid Crew personnel do not clean homes where there is an active infestation (toxic mold, fleas, bedbugs, etc), nor do they clean up human or animal biohazards (excrement, blood, vomit, cat-litter). Please realize that electricity, running water, functional plumbing and a means by which to access the property need to be available to the crew upon their arrival. Additionally, The Maid Crew personnel will not clean or remain on-site while there is active construction or renovation work taking place within the home or apartment. Should The Maid Crew arrive and then subsequently depart due any one of the aforementioned issues, the client will be required to pay for the crew’s time, from the point of arrival until the point of departure at a rate of $50 per cleaner per hour ($75 minimum), regardless of whether the client’s cleaning was started or completed. Additionally, there is a $75 fee for all Lock-Outs, Late-Cancellations or Reschedules submitted within 48 hours of our estimated arrival (this includes the morning/day of service).
With respect to a Move-Out Cleaning, all cabinets, drawers, closets & pantries, along with the fridge & freezer must be completely empty of personal belongings. The Maid Crew is not responsible for hauling away, placing out by the curb/dumpster or disposing of unwanted belongings, boxes, garbage or junk left behind after the move. (Basically, the place needs to be empty… we’re there to clean, not serve as a furniture, debris or junk removal service.) Additionally, The Maid Crew reserves the right to cancel the cleaning and refuse service should the property be deemed a health or safety hazard.
The Maid Crew personnel do not move or slide out appliances in order to clean underneath or behind. Attempting to do so could result in scratched or damaged flooring or in the accidental disconnection of electrical, water or gas lines. If cleaning is needed behind or under a stove, dishwasher, refrigerator, washer or dryer, an extra fee is assessed (through the À la Carte – Extras Section of the Booking Form) AND either the Client or Maintenance personnel will need to be on-site to pull the appliances out & push/slide them back into place.
Due to safety concerns and insurance restrictions, The Maid Crew personnel only make use of 1 – 2 level step stools when needed. They do not bring nor make use of ladders either outside or inside the home even if the customer provides. They also do not climb or stand on top of counters to hand-wipe the top of cabinets or crown molding.
The Maid Crew personnel do not clean-up or scrap paint off windows, floors or countertops. Any paint clean-up or scraping will need to be attended to by the painters prior to The Maid Crew’s arrival. Additionally, our Crews/Cleaners do not act as “maintenance personnel” swapping out burned-out light bulbs, removing or replacing bathroom or light fixtures, etc.
IMPORTANT: If you’re moving out of a rental, be advised that making use of a professional cleaning service does not guarantee the return of a rental deposit. Additionally, The Maid Crew will only remain accountable to the individual paying for the service – which is YOU. Should someone other than YOU (such as the property owner, manager or real estate agent) decide that the scope of cleaning that you requested & paid for does not meet their standards, you & that other individual will have to work it out. IF we are asked to return to provide extra detail or services, it will likely result in additional costs due to the additional time & labor.
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.
Payment is due at the time of service. Reservations for service must be secured by means of credit card (Visa, MasterCard or Discover). As protection against fraud, a pre-authorization shall be required for all 1x/Seasonal/Initial cleanings in order to verify the card number’s validity and minimum availability of funds. The option to pay in cash is only available for fixed-priced services and must be rendered upon our arrival prior to the commencement of services. Payment by check is only available to established clientele. Whether paying by cash or check, a credit card details shall still be required to serve as a back-up method of payment. Clients failing to provide payment by either cash or check shall have the cost of their service, along with any additional charges, fees and/or penalties billed to the credit card on file.
In agreeing to receive service from The Maid Crew, as witnessed by your subsequent request for service, you do so with the understanding (i) that whether receiving service at a flat-fixed rate or “by the hour”, all rates and pricing structures established by The Maid Crew shall be viewed and billed as simply “time & labor”; and (ii) that once “time & labor” has been extended to you that neither discounts, credits nor refunds shall be available to you from either The Maid Crew or the financial institution through which you have provided payment; and (iii) that you authorize and acknowledge The Maid Crew right to charge your account and credit card any and all applicable fees, fines and penalties as allowed for in the servicing of your account.
The Maid Crew does not / will not provide refunds once TIME & LABOR has been provided. If you have concerns regarding the end result (quality) of the TIME & LABOR that’s been provided by The Maid Crew’s staff, you can avail yourself of The Maid Crew’s Re-Clean policy, which states: (i) For all Recurring, Fixed-Priced or Flat-Rate Services, The Maid Crew remains available to you for up to 48 hours after your cleaning allowing you time to look over our work and to make sure all is to your liking. If there are aspects of a particular cleaning you are unhappy with, simply contact us within 48 hours of our visit and we will gladly return to address any issue(s) you may have found; and (ii) Conditional Guarantee for Hourly-Based Cleanings: Hourly based jobs are based on a client’s budget and/or guestimate as to the amount of time & labor that’ll be needed to complete the scope of work requested. Due to the potential for a client to book or reserve an insufficient amount of time & labor, The Maid Crew cannot guarantee the amount of work completed. The Maid Crew will only provide a guarantee on that which the crew actually had time to attend to & sign off on. There is no guarantee or re-clean for rooms, tasks or areas not attended to due to time running out. If the crew does need more time to complete the scope of work requested, the client will be afforded an opportunity to authorize more time. If a client finds an area which the crew cleaned to be lacking, The Maid Crew will be more than happy to return for a reclean of the area in question. (NOTE: Client must contact us within 48 hours of our original visit to qualify.) Please be aware that once time & labor has been rendered, a reclean is the only remedy available for clients that find themselves unhappy with specific aspects of the cleaning. The Maid Crew does not offer full or partial refunds …. we provide no-cost recleans. And finally, if the client (or their representative) is home and conducts a walk-through while the crew is finishing up and subsequently gives a thumbs-up or signs off on the job, such a motion will be viewed as an acceptance of work rendered and a waiver of reclean eligibility. IMPORTANT: Clients who refuse The Maid Crew’s offer of a re-clean acknowledge, by accepting these terms & conditions for service, that they shall disqualify themselves from any right or request for a charge-back by their credit/debit card provider or financial institution of any and all fees or charges by The Maid Crew for any time & labor provided to them at their request, AND FURTHER AGREE AND ACCEPT that the only recourse available to them in the event they are dissatisfied with The Maid Crew’s service is to avail themselves of The Maid Crew’s ReClean offer.
Clients whose credit/debit card on file has declined multiple times or who have denied payment to The Maid Crew by means of an intentional charge-back to their credit card, will be assessed a $50 “denial-of-payment” fee in addition to all applicable late payment penalties, 3.5% credit card processing fee, interest, administrative, attorney, court and collection costs. Late payment penalties are as follows: For Residential Clients where payment is due immediately upon service being rendered: 10% for account balances carried fifteen days beyond the date of service; For Corporate Clients requiring invoicing: 10% on all account balances not paid in full thirty days beyond original date of invoicing.
Irrespective of any personal, financial or service-related issues which may prompt you to terminate or temporarily suspend services provided by The Maid Crew, payment of all monies owed by you to The Maid Crew for time & labor previously rendered will still be required, with all terms and conditions remaining in full effect until all account balances have been paid in full. Withholding of any monies owed by you to The Maid Crew shall be met with all applicable fees, penalties, fines and court action as allowed and governed by the terms and conditions of this agreement, with you bearing the full financial responsibility for all of The Maid Crew’s court, attorney(s), administration, collection and/or arbitration costs.
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.)
The Maid Crew makes use of its own supplies and equipment. Should you need us to use your own chemicals and/or equipment, please let us know. With that said, neither The Maid Crew’s owner, management nor staff will be held liable for equipment malfunction or property damage resulting from the use of your own personal equipment, supplies or chemicals. As a standing policy, our employees are under instruction not to use bleach or bleaching agents. Should you require, instruct and/or provide for use any bleach or bleaching agent, or any other chemical not so approved or supplied by The Maid Crew, you do so fully aware that neither The Maid Crew’s owner(s), agent(s), management, staff nor insurance provider shall be held liable for any harm, damage or claims arising out if its use. Additionally, although The Maid Crew(s) will do their best when asked to make use of someone else’s equipment & supplies, management cannot extend a service guarantee on the quality of the cleanings provided in the event we are asked to make use of equipment, supplies and/or chemicals other than our own.
Although each Maid Crew employee is trained to exercise the utmost care and caution when cleaning, accidents do occur from time to time. When damage/breakage occurs, employees are instructed to fill out an “Accident Report” and to place the report with the broken/damaged item on the kitchen table or counter, after which point someone from our management staff will contact you. Please be aware: There are times when breakages occur due to “booby trapped” conditions. These are accidental breakages waiting to happen. Examples would be: pictures not fastened or hung securely, top-heavy items with unstable bases, wobbly objects and/or previously damaged or fragile items. In light of such circumstances, The Maid Crew cannot take responsibility for accidents resulting from “booby trapped” conditions. PLEASE NOTE: antiques, irreplaceable one-of-a-kind and hard-to-find items are not covered by our Insurance Carrier’s breakage and loss policy (which means that in the event of damage/breakage, the cost of repair/replacement IS NOT COVERED OR REIMBURSABLE). Items of extreme value (monetary or sentimental) should be cleaned by the customer and/or moved to a safe location on the day of the cleaning.
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 coverage area both during their employment and for a period of one full year following their departure or dismissal. Upon requesting service, all clients 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 their 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.
Communications between you and The Maid Crew shall include the use of electronic means, whether you visit our website or send us emails or text messages, or whether The Maid Crew posts notices on their website or communicates with you via email or text messaging. For contractual purposes, you (a) consent to receive communications from The Maid Crew in an electronic form; and (b) agree that all terms and conditions, agreements, notices, disclosures, and other communications that The Maid Crew provides to you electronically satisfy any legal requirement that such communications would satisfy if it were in writing. The foregoing does not affect your non-waivable rights.
These Terms of Service, together with any other legal notices published by The Maid Crew on their website or any printed material, shall constitute the entire agreement between you and The Maid Crew concerning The Maid Crew. We may change these Terms of Service from time to time on a going-forward basis, and any such modifications become effective immediately upon being posted to our website. It is your sole responsibility to check The Maid Crew’s website from time to time to view any such changes in their Terms of Service. If you do not agree to any changes, if and when such changes may be made, you must cease use of The Maid Crew’s services. Your use of The Maid Crew’s services after any modifications to the Terms of Service indicates that you agree to such modified Terms. Any changes to these Terms of Service (other than as set forth in this paragraph) or waiver of The Maid Crew’s rights henceforth shall not be valid or effective except in a written agreement bearing the physical signature of an officer of The Maid Crew. No purported waiver or modification of The Maid Crew Terms of Service by The Maid Crew via telephonic or email communications shall be valid.
Call 804-644-6243 or email: support@themaidcrew.com
COMPANY ADDRESS
7137 Staples Mill Rd.
Richmond, VA 23228
Mon-Fri 7:30a – 4:30pm
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