SERVICE STANDARDS MANUAL

THE CONTRACTUAL RELATIONSHIP

Nature of the Agreement

Your engagement with The Maid Crew brand and its licensee is strictly as a Service Vendor or Independent Contractor, herinafter referred to as “Service Provider”. This manual serves as an extension of the Service Provider Agreement (SPA) that you signed with The Maid Crew’s licensee and outlines the specific professional standards and end-result requirements necessary to fulfill the contract/agreement.

Either party may terminate the contractual relationship at any time, subject to the notice requirements, if any, outlined in your signed PSA. The first 30 days of this engagement constitute an Initial Quality Evaluation Period, during which the Contractor’s (Service Provider’s) ability to meet the specified cleanliness and reliability standards will be closely monitored to ensure alignment with Client expectations.

Service Objectives & Scope

The Maid Crew operates as a premier customer-centric brand. The primary objective of every service contract is Total Client Satisfaction. Contractors are expected to deliver a finished product that is:

• Reliable: Services must be completed within the agreed-upon access windows.

• Detailed: The final result must meet the “Detailed Clean” specifications defined in the Scope of Work (Exhibit A).

• Guaranteed: All work is subject to a satisfaction guarantee; if the end result does not meet the contract specifications, the Contractor is responsible for rectifying the deficiency to ensure the Client is “completely happy” and the brand reputation is maintained.

As an Independent Contractor (Service Provider), you are the face of the service delivery. Your professional execution is the “key” to fulfilling the contractual obligations owed to the Client.

SERVICE FEES AND ONBOARDING SPECIFICATIONS

Project-Based Compensation (Flat-Fee Model)

All Service Providers are compensated via a Flat-Fee per Project (commonly referred to as “Piece Rate”). The fee for each assigned project is determined by the Standard Labor Allocation (SLA) required for that specific property.

The total fee for a project is calculated based on the Service Provider’s Contract Tier multiplied by the Budgeted Service Hours assigned to the work order.

• Tier 1 (Provisional): $19 per Budgeted Service Hour.
• Tier 2 (Certified): $20 per Budgeted Service Hour.
• Tier 3 (Lead): $22 per Budgeted Service Hour.

Example: If a project is assigned 3 Budgeted Service Hours, a Tier 2 Provider will receive a flat fee of $60 for the completion of that project, regardless of the actual time spent on-site, provided the “End Result” meeting the brand standards is achieved.

Provider Onboarding and Certification Phases

To ensure all Service Providers are capable of meeting the technical specifications of The Maid Crew brand, new providers undergo a Three-Phase Certification Process:

• Phase 1: Technical Orientation (Days 1–5): During this initial period, the Provider’s output is monitored for alignment with site-specific requirements. Compensation is set at the Tier 1 rate. During this phase, the Provider is not eligible for discretionary client gratuity distributions (tip-share).
• Phase 2: Performance Validation (Weeks 2–3): Upon successful completion of orientation, the Provider moves to the Validation phase. Speed, attention to detail, and professional reliability are assessed. Compensation remains at the Tier 1 rate, but the Provider becomes eligible for client gratuity distributions.
• Phase 3: Brand Certification: Once a Provider demonstrates the ability to consistently deliver the “End Result” within the Budgeted Service Hours, they are re-classified as a Tier 2 (Certified) Provider with a rate increase to $20 per Budgeted Service Hour.

Fast-Track Certification

Service Providers with verifiable industry experience may be “Fast-Tracked.” If a Provider consistently meets or exceeds the brand’s quality and efficiency standards during the first week, The Maid Crew’s licensee may, at its discretion, bypass the remaining validation period and move the Provider to Tier 2 status immediately.

Service Standards Compliance

The Maid Crew brand and its licensee maintains high-performance benchmarks for its clients. If a Provider is unable to meet the required speed or quality specifications within a maximum of three (3) weeks of onboarding, the contractual relationship will be terminated for failure to meet service level requirements.

Tier 3 (Lead) Opportunities

As The Maid Crew brand and its licensee’s needs expand, opportunities for Tier 3 (Lead) engagements may become available for Providers who have demonstrated exceptional mastery of the Service Specifications over several months. Tier 3 engagements are compensated at $22 per Budgeted Service Hour.

Settlement of Service Fees

Service Fees are settled weekly via either Direct Deposit, paper check or cash every Friday. Each settlement payments reflect the total fees earned for all successfully completed and verified projects from the previous work week.

SERVICE SPECIFICATIONS & LABOR ALLOCATION

Understanding Budgeted Service Hours (BSH)

For every project, The Maid Crew establishes a Budgeted Service Hour (BSH) allocation. This figure represents the estimated time required for a professional Service Provider to produce a “5-Star Standard” result for that specific property.

The Service Fee for each project is a fixed sum calculated by multiplying the Provider’s Tier Rate by the BSH.

The Value Delivery Requirement (The 20-Minute Variance)

To ensure that clients receive the full professional value of the contracted service, The Maid Crew and its licensee requires that the “End Result” be achieved within a specific service window. While Service Providers maintain control over their specific cleaning methods, the following contractual standards apply to the Service Duration:

• Completion Requirement: The Provider is paid the full BSH fee regardless of speed, provided the 5-Star Standard is met.
• The Minimum Service Threshold: To maintain brand integrity and prevent “rushed” results that lead to client dissatisfaction, the Provider is expected to remain on-site and performing service for no less than the BSH minus 20 labor-minutes.
• The Allowed Variance: A variance of up to 20 minutes is permitted only if the property has reached 100% completion of the Scope of Work.

Quality Verification & Detail Adjustments

If a Service Provider reaches the 100% completion mark before the Minimum Service Threshold (BSH minus 20 minutes) has elapsed, the Provider is contractually expected to utilize the remaining allocated time to perform “High-Detail Enhancements” (e.g., baseboards, high dusting, door frames).

Departing a job site with more than 20 labor-minutes of allocated time remaining constitutes a Material Breach of the Service Standards.

Unauthorized Early Departure & Performance Scrutiny

Exceeding the 20-minute variance without prior authorization is categorized as a failure to deliver the contracted value.

• Contractual Consequences: Repeated instances of departing significantly earlier than the BSH—especially when coupled with sub-standard client ratings (below 5 stars)—will be viewed as Intentional Misconduct.
• Exception: Early departure beyond the 20-minute variance is only permissible if the Client explicitly requests a reduced scope (e.g., skipping a room) on-site. The Provider must document this in the mobile work order for fee verification.
• Accountability: As a Service Provider, consistent “under-delivery” of labor time that results in poor quality scores will lead to immediate review and potential Termination of the Service Agreement.

Time Afforded + 20/10/7-Minute Variance

Your Project Service Fee is based on the amount of Time Afforded or Budgeted for the job (flat-rate or piece-rate pay). To earn that full pay, you must respect the Minimum Required Service Time.

1. What is a Labor-Hour? (The Core Concept)

A Labor-Hour is the actual amount of cleaning time provided to the client.

• 1 Service Provider working for 1 Clock Hour = 1 Labor-Hour.
• 2 Service Provider working for 1 Clock Hour = 2 Labor-Hours.
• 3 Service Provider working for 1 Clock Hour = 3 Labor-Hours.

Here’s a graphic that can serve as a visual representation:

As an FYI, when you are viewing work-order or job notes on your mobile app, the app has already taken the total labor-hours assigned to the job and divided it by the number of Service Providers on the team. This is what your mobile app will show.

2. The 20/10/7-Minute Variance Rule

The Maid Crew and its licensee allows a maximum grace period of 20 LABOR-MINUTES for leaving a job early, provided the cleaning is 5-Star quality. This is the Allowed Variance.

To find out how many Clock Minutes your team can leave early, you must divide the allowed 20 Labor-Minutes by the number of people on your team.

💡 The Rule: Do Not Confuse Labor Time with Clock Time!

• Leaving 20 minutes early means leaving 20 minutes prior to the full amount of time & labor the client is owed or afforded.
• If you leave 20 minutes early, you are shaving off 20 minutes of service time per person. This almost always exceeds the 20 Labor-Minute limit.

3. The 20/10/7 Rule = Maximum Allowed Early Departure by Team Size

Why the Following Scenario is a Violation:

Scenario: A 3-person team arrives at a home at 1pm and each team mate is expected to provide ONE Estimated or Budgeted Hour of Clean-Time, which would mean they should be leaving at around 2:00 PM.

Service Providers Think: “We can leave 20 minutes early (because we’re allowed a 20 minute variance – right?) We will speed through the cleaning & leave at 1:40 PM.”

Reality – NO ! The Service Providers misunderstand and engages in a contract violation (breach of contract):

3 Service Providers x Each Provider leaving 20mins early = 60 Minutes
or 1 hour of labor the client is cheated out of.

60 Labor-Minutes is three times the allowed 20 Labor-Minute variance. This is a severe breach of contract.

The Correct Action according to the 20/10/7 rule: The 3-person team can only depart 6 – 7 minutes early. If they finish BEFORE 1:53 PM, they must use the remaining time to perform high-detail enhancements.

As a reminder: We understand that even though a job may indicate that you’re to provide, let’s say 2 hours by a team of 2 people, the client may tell you that “this room or the entire 2nd level of the home” doesn’t need to be cleaned for one reason or another. In this type of scenario, the 20/10/7 variance rule would not apply.

The Standard of Performance

The Maid Crew’s brand reputation is built on a single objective: The Delivery of Professional Excellence. To fulfill the terms of the Service Agreement, the Service Provider must maintain a consistent focus on three primary deliverables:

1. Instructional Compliance: Strict adherence to the mobile work order and specific Client-supplied site notes.
2. Labor Allocation: Delivery of the contracted time and labor as specified in the BSH (Budgeted Service Hours).
3. The 5-Star Standard: Consistent delivery of high-detail, professional-grade cleaning results.

While minor oversights are occasionally managed through client relations, the 5-Star Standard is a non-negotiable contractual requirement. Clients expect a fully realized “end result” in exchange for the Service Fee; failure to provide this constitutes a failure to fulfill the contract.

The 48-Hour Satisfaction Guarantee

The Maid Crew and its licensee provide a 48-Hour Satisfaction Guarantee to all Clients. This window allows the Client to verify that the Service Provider has met the agreed-upon specifications. If a Client identifies areas that do not meet the 5-Star Standard within 48 hours, a Rectification Request will be issued.

Rectification of Deficient Work (Re-cleans)

In the event of a valid Client complaint regarding quality or incomplete tasks, the following protocol applies to the Service Provider:

• Requirement to Remedy: The Service Provider responsible for the initial project is contractually obligated to return to the site to rectify the specific deficiencies identified by the Client.
• Non-Compensable Service: No additional Service Fee will be paid for a re-clean. The initial Flat-Fee (Piece Rate) was paid for the delivery of a complete and finished product. Since the product was deemed “unfinished” or “incomplete” by the Client, the return visit is considered the completion of the original contract.
• Scheduling: If the Service Provider’s schedule permits, they will be given the first opportunity to remedy the work. If the Provider is unavailable or unwilling to remedy the breach, The Maid Crew may engage another Provider to finish the work, and the cost of that secondary engagement may be deducted from the original Provider’s pending service fees as a “Cost of Cover.”

PERFORMANCE BENCHMARKS & CONTRACTUAL COMPLIANCE

Defining Contractual Excellence

To maintain the integrity of The Maid Crew brand, all Service Providers are contractually obligated to consistently meet the following Performance Benchmarks:

1. Instructional Adherence: Precise execution of work-order specifications and client-provided site notes.
2. Labor Fulfillment: Providing the full scope of labor as allocated by the BSH (Budgeted Service Hours).
3. Quality Consistency: Delivering a “5-Star” end-result as verified by client feedback and quality audits.

Performance Evaluation Metrics

The Maid Crew monitors the fulfillment of the Service Agreement through the following data points:

• Verified Client Ratings: Results consistently below the 5-Star threshold.
• Service Rectification Frequency: The number of “Re-Cleans” required to meet the initial contract scope.
• Site Inspections: Periodic audits of the “end-result” by The Maid Crew’s quality assurance team.
• Variance Reports: Analysis of departure times relative to the 20-minute allowed variance.

Notification of Non-Compliance (Cure Period)

If a Service Provider’s output fails to meet the Performance Benchmarks, The Maid Crew will issue a Notice of Non-Compliance. This notice serves as a formal request for the Provider to “cure” the performance deficiency.

• Documentation: All notices of non-compliance are recorded as part of the Provider’s permanent contract file. This manual serves as the initial notice of all expected service standards.
• Expectation of Correction: Following a notice of non-compliance, the Service Provider is expected to bring all future deliverables into immediate alignment with the Service Specifications.

Material Breach & Termination of Agreement

Consistent failure to meet the Performance Benchmarks—including, but not limited to, poor quality scores, failure to follow site notes, or repeated violations of the Labor Variance (20-minute rule)—constitutes a Material Breach of the Service Agreement.

• Contractual Consequences: In the event of a Material Breach, The Maid Crew reserves the right to terminate the Service Agreement immediately, without the need for progressive warnings or additional “counseling” periods.

Integrity of Service & Misconduct

The following behaviors are classified as Intentional Breach of Contract and may result in the immediate revocation of all active work orders and termination of the relationship:

• Unauthorized Scope Reduction: Deliberately skipping tasks or cutting corners to circumvent the BSH requirements.
• Fraudulent Time Reporting: Representing that full labor was provided while intentionally rushing through a project at the expense of quality.
• Collusion: Pressuring other Service Providers to reduce quality or rush performance in a manner that jeopardizes the Prime Contractor’s brand reputation.

Independent Contractor Status

Nothing in these standards creates a contract of employment. The relationship between The Maid Crew via its licensee and the Service Provider is one of a Client and Independent Contractor. Either party may terminate the Service Agreement at any time, for any reason, subject to the terms outlined in the signed Service Provider Agreement (SPA).

SERVICE INTEGRITY & ABRUPT PERFORMANCE DEFAULT

Definition of Service Default

The Maid Crew’s licensee awards work orders based on a Service Provider’s demonstrated ability to meet the 5-Star Standard. A sudden, severe, or intentional deviation from these established benchmarks—after a Provider has previously demonstrated full technical competency—is classified as a Service Default.

Service Default includes, but is not limited to:

• Abrupt Quality Collapse: A documented, significant decline in cleaning results over a 1-to-6 week period.
• Intentional Scope Reduction: Repeatedly “rushing” projects or cutting labor hours despite clear BSH (Budgeted Service Hour) allocations.
• Non-Compliance with Specifications: Deliberately ignoring client-specific notes or mobile work-order instructions.
• Brand Endangerment: Professional conduct or service delivery that results in client cancellations, loss of reputation, or valid third-party complaints.

Contractual Consequences of Default

Because The Maid Crew’s brand and business model relies on the consistent delivery of high-value results, there is no requirement for a “progressive warning” period when a Service Provider’s output abruptly deteriorates.

The Maid Crew reserves the right to immediately suspend or terminate the Service Agreement when:

• Performance data indicates a rapid collapse in quality (within a 1-to-6 week window).
• Evidence suggests the failure to deliver is intentional, reckless, or negligent rather than skill-based.
• The Provider’s actions jeopardize the Prime Contractor’s safety, client trust, or contractual obligations to the property owner.

Intentional Under-Performance (Material Breach)

Intentional under-performance—defined as knowingly providing “bare minimum” effort, skipping required tasks, or bypassing quality checks to reduce time on-site—is considered a Material Breach of Contract.

In the event of a Material Breach, the relationship is subject to Immediate Rescission. This is classified as Contractual Misconduct, as it represents a failure to provide the specific value for which the Service Fee is being paid.

Client Discretion & Quality Audits

While The Maid Crew’s licensee may, at its sole discretion, issue a Notice of Non-Compliance to allow a Provider to rectify their service level, it is under no contractual obligation to do so. These standards serve as the definitive notice that all Service Providers must maintain the “5-Star Standard” to remain eligible for project assignments.

SERVICE MODALITIES & EQUIPMENT SPECIFICATIONS

Project Classifications: Solo vs. Team-Based

The Maid Crew and its licensee offers two primary types of service engagements. Service Providers may be offered work orders based on the scope of the property and the Budgeted Service Hours (BSH) required:

• Single-Provider Projects (Solo): These projects are designed for a single Service Provider to complete the entire Scope of Work independently.
• Multi-Provider Projects (Team): These projects are larger in scope and require the coordinated efforts of two or more Service Providers to meet the client’s access window.

Requirements for Single-Provider Engagement

The opportunity to fulfill Single-Provider Projects is a status earned through the successful completion of the Brand Certification process (Tier 2/Senior Partner). To be eligible for solo assignments, the Provider must demonstrate the professional reliability to deliver the “5-Star Standard” without the need for on-site coordination from a Lead Provider.

Logistics & Autonomy

Service Providers fulfilling Solo Projects enjoy the highest level of professional autonomy:

• Direct-to-Site Travel: Providers may travel directly from their residence to the project site, eliminating the need for daily check-ins at the central office.
• Scheduling Flexibility: Solo assignments are ideal for Providers who require specific start times (e.g., between 8:30 AM and 10:00 AM) that do not align with the standard departure times of Multi-Provider Teams.
• Gratuity Retention: On Solo Projects, the Service Provider retains 100% of any discretionary client gratuities (tips) earned for that project.

Transportation & Equipment Requirements

The Maid Crew’s licensee leases & makes use of the leasor’s fleet of branded vehicles primarily for Multi-Provider Teams departing from the central office.

• Personal Vehicle Requirement: Service Providers who accept Single-Provider Projects are contractually required to provide their own reliable transportation to and from project sites.
• Supply Maintenance: Solo Providers are responsible for visiting the central office periodically to restock necessary brand-approved chemicals and supplies as outlined in the Service Agreement.

Project Assignments & Provider Eligibility

While The Maid Crew’s licensee attempts to honor a Provider’s preference for team or solo work, the final assignment of work orders is based on Client Demand and Provider Performance Metrics.

• Efficiency Matching: If a Provider consistently delivers high-quality results but requires a pace that does not align with team-based deadlines, they will primarily be offered Single-Provider Projects to ensure brand standards are maintained across all contracts.
• Contractual Availability: Providers whose availability is limited (e.g., due to outside commitments) will be prioritized for Solo Projects that fit within their specific windows.

Refusal of Assignments & Contractual Standing

As an Independent Contractor, you have the right to accept or decline any specific work order. However, consistent refusal to accept Single-Provider Projects—especially when a Provider’s pace or availability makes them ineligible for Multi-Provider Teams—will be viewed as a Withdrawal from the Service Pool.

Failure to fulfill assigned projects according to the logistical requirements (such as the use of a personal vehicle for solo work) constitutes a failure to perform, which may result in the suspension of future work-order offers or the Termination of the Service Agreement.

TRANSPORTATION & VEHICLE SPECIFICATIONS

Vehicle Requirement for Service Delivery

To be eligible for project assignments—specifically Single-Provider (Solo) Projects—the Service Provider is contractually required to maintain a dedicated, reliable vehicle.

• Operational Readiness: Reliance on ride-sharing services (Uber/Lyft) or public transportation is inconsistent with the mobilization requirements of the brand and is not permitted for active service delivery.
• Usage: Service Providers are expected to utilize their own vehicles to travel between their residence and project sites, as well as between multiple sites within a single day.
• Insurance Compliance: Providers must maintain active automotive insurance. It is the Provider’s responsibility to ensure their policy covers the use of the vehicle for professional service delivery.

Logistical Necessity of Personal Transportation

The requirement for a personal vehicle is based on the following logistical service needs:

• Direct-to-Site Mobilization: Providers on Solo Projects bypass the central office, traveling directly to the Client’s property to ensure the service window is met.
• Provider-Led Scheduling: Service Providers who request specific availability (e.g., start times after 8:00 AM or early departures) are primarily assigned to Solo Projects, which necessitates independent transportation.
• Contingency Logistics: Should a Provider assigned to a Multi-Provider Team need to arrive late or depart early, they are responsible for their own transportation to/from the site.

Use of Branded Vehicles

The Maid Crew may, at its sole discretion and based on availability, permit a Service Provider to operate a company-owned vehicle.

• Non-Waiver: The temporary provision of a company vehicle does not constitute a waiver of the requirement to maintain a personal vehicle.
• Default Status: In the absence of an available company vehicle, the Provider’s personal vehicle remains the mandatory default for all assigned projects.

Travel Expenses & Tax Treatment

As Independent Contractors, Service Providers are responsible for their own operating costs, including fuel, maintenance, and insurance.

• Mileage Deductions: Unlike employees, Service Providers are business owners who typically track and claim their own mileage and vehicle expenses as business deductions on their tax returns.
• Travel Stipends: For Residential division projects, a Travel Stipend of 25¢ per mile is added to the Service Fee for the distance driven between project sites. No stipend is provided for travel from a residence to the first site, or from the final site back to a residence. (Note: Commercial division projects do not include a travel stipend).

Failure to Maintain Required Assets

Maintaining a functional vehicle is a material requirement for remaining in the “Active Provider Pool.”

• Administrative Suspension: If a Provider loses access to a reliable vehicle, they will be placed on an Administrative Leave of Absence from the assignment rotation until their transportation is restored.
• Termination of Agreement: Failure to maintain the required transportation assets or a refusal to utilize a personal vehicle for assigned Solo Projects constitutes a Breach of Service Standards. This may lead to the immediate termination of the Service Agreement for failure to meet the necessary criteria for engagement.

SERVICE QUALITY BENCHMARKS & FEEDBACK LOOPS

The Client Feedback System

Following the completion of each project, Clients are invited to submit a Service Quality Rating. These ratings provide real-time data regarding the Service Provider’s adherence to the “5-Star Standard.” Both the Service Provider and The Maid Crew receive these reports simultaneously.

Over the duration of the Service Agreement, these ratings are averaged to create a Performance Profile. This profile is the primary tool used to determine a Provider’s eligibility for project bonuses, tier advancements, and continued contract renewal.

Service Level Thresholds

The Maid Crew utilizes the following benchmarks to categorize the quality of the “end-result” provided by the Service Provider:

• Score of 4.82 – 5.00  = 
  • Status: Exemplary
  • Output consistently exceeds specifications. Provider is eligible for performance-based bonuses and priority project scheduling.
• Score of 4.65 – 4.81  = 
  • Status: Standard
  • Output meets basic contract specifications. Minor adjustments may be suggested to align more closely with brand “5-Star” goals.
• Score of 4.51 – 4.64  = 
  • Status: Marginal
  • Output is inconsistent. This range serves as a Notice of Quality Variance, indicating that the “end-result” is frequently falling below professional standards.
• Score of 4.50 or less =
  • Status: Non-Compliant
  • Output is sub-standard. This constitutes a Service Default. Immediate rectification is required to avoid termination of the Service Agreement.

Consequences of Non-Compliant Ratings

A Performance Profile that falls into the Non-Compliant (4.50 or below) range is viewed as a failure to deliver the professional expertise for which the Service Provider was engaged.

• Contract Review: Profiles in this range will trigger a mandatory Service Standards Review.
• Suspension of Work Orders: The Maid Crew may temporarily suspend the issuance of new work orders until the Provider demonstrates a “cure” for the quality deficiencies.
• Termination for Cause: Failure to rapidly bring the average rating back above the Standard threshold will result in the Termination of the Service Agreement for failure to meet the minimum quality specifications of the brand.

Incentives for Excellence

High-performing Service Providers (Exemplary Status) are recognized as key partners in the brand’s success. Maintaining an elite rating average may qualify the Provider for:

• Discretionary Performance Bonuses.
• Access to “High-Value” Project Tiers.
• Public Recognition within the Service Provider Network.

DISCRETIONARY PERFORMANCE INCENTIVES

General Eligibility for Incentives

The Maid Crew’s licensee offers discretionary financial incentives to reward high-performing Service Providers. To be eligible for any performance-based incentive, a Provider must meet the following Standard Criteria:

• Tenure: The Service Provider must have maintained an active Service Agreement for a minimum of 90 days.
• Account Standing: The Provider must not be in a period of contract suspension or under a Notice of Non-Compliance.
• Financial Clearance: The Provider must not have outstanding liabilities owed to the Client (e.g., unreimbursed costs for verified property damage or equipment loss). Any outstanding business debts will be offset against discretionary incentives.
• Contract Continuity: Incentives are not awarded to Providers who have submitted a notice of contract termination or whose agreement has already been rescinded.

Service Continuity Incentive

To encourage consistent availability and high-quality output, eligible Residential Service Providers may earn a Monthly Service Continuity Incentive. This is a discretionary payment intended to support the Provider’s business during periods of voluntary non-availability.

• Quality Benchmark: A Performance Profile average of 4.82+ is required.
• Incentive Calculation: Eligible Providers are awarded a sum equal to .0275 units for every Budgeted Service Hour (BSH) successfully fulfilled during the month.
• Usage: These accrued funds are disbursed at the Provider’s request to offset revenue gaps when the Provider chooses not to accept work orders for personal reasons.

Seasonal Reliability Incentives

The Maid Crew observes six annual service breaks (New Year’s, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas). To reward Providers who ensure full coverage during these high-demand periods, a Seasonal Reliability Incentive (equivalent to 6 BSH units) may be awarded based on the following:

• Capacity Requirement: The Provider must be classified as a Full-Capacity Provider (maintaining availability for 5 days per week).
• Peak-Demand Availability: To qualify, the Provider must fulfill all assigned work orders during the three (3) business days immediately preceding and the three (3) business days immediately following the holiday.
• Non-Availability Exclusion: Any Provider marking themselves as unavailable during these high-volume windows renders the Provider ineligible for the Seasonal Incentive.

Anniversary/Milestone Recognition

In recognition of the individual Service Provider’s ongoing partnership with the brand, a discretionary Anniversary Milestone Incentive (equivalent to 6 BSH units) is available.

Eligibility: Reserved for Full-Capacity Providers (5 days/week availability).

Discretionary Nature of Incentives

As these are discretionary business incentives and not guaranteed wages, The Maid Crew reserves the right to adjust, amend, or withhold any incentive for any reason. The awarding of an incentive in one instance does not create a contractual right to future incentives. All final determinations are at the sole discretion of The Maid Crew’s contract administration.

SERVICE AVAILABILITY & RELIABILITY

Committed Availability

The Maid Crew coordinates client projects based on the availability intervals provided by the Service Provider. Once a Provider accepts a project or a series of work orders, they are contractually responsible for ensuring the service is delivered within the designated Client Access or Arrival Window.

Notification of Non-Availability

As independent business owners, Service Providers manage their own schedules. However, to maintain predictable scheduling and continuity of Service Provider assignment with clients:

• Advance Notice: Providers should provide at least seven (7) days’ notice for any planned changes to their availability.
• Emergency/Unscheduled Non-Availability: In the event of an emergency that prevents the fulfillment of an accepted work order, the Provider must notify Contract Administration at (804) 644-6243 no later than 60 minutes prior to the scheduled start time.

Impact of Unreliability on Contract Standing

Reliability is a material condition of the Service Agreement. Because the business model depends on the dependable fulfillment of client bookings, The Maid Crew monitors “Service Gaps” (failed fulfillments).

• Service Gaps: Any failure to appear for an accepted work order or an unscheduled departure before the Scope of Work is complete is recorded as a Service Gap.
• Rescission of Agreement: A Progressive Disciplinary Process is not available to Independent Contractors as is usually provided to employees in a traditional Employer-Employee relationship. As such, if a Service Provider demonstrates a pattern of unreliability or fails to fulfill accepted projects, The Maid Crew’s licensee reserves the right to immediately rescind the Service Agreement and cease the issuance of future work orders.

SITE ACCESS & PROFESSIONAL SUITABILITY STANDARDS

Objective: Secure Professional Entry onto the jobsite.

The Maid Crew provides a “Professional Residential & Commercial Cleaning” service. A material component of this service—as required by our Master Service Agreements with homeowners and business owners—is the provision of a Service Provider who is visually identifiable, safe, and professional in appearance.

Security & Identification (Mandatory)

For the security of the Client and to ensure only authorized access to private residences & businesses, Service Providers must be clearly identifiable.

• Identification Gear: Providers must wear the authorized branded outer layer (shirt, vest, or lanyard) provided during certification. This serves as the “Entry Badge” and a confirmation for the client that the Provider is an authorized representative of The Maid Crew.
• Maintenance: Gear must be clean and professional. Tattered or significantly stained apparel is deemed a failure to meet the “Professional Presentation” specification.

Professional Suitability & Contractual Integrity

Because Service Providers enter private homes and businesses, their appearance directly impacts The Maid Crew’s ability to maintain the underlying client contract. To prevent Material Interference with the client relationship (e.g., client discomfort or contract cancellation), the following standards are required for site access:

• Professional Foundation: Durable workwear (khaki-style or denim) is the industry standard.
• Prohibited Items (Contractual Interference): Attire that is deemed “non-professional” for a residential or commercial service environment—including pajamas, spandex, yoga pants, gym clothes, or distressed/torn garments—is prohibited. Such attire is classified as “Non-Conforming” because it jeopardizes the brand’s standing with the home or business owner.
• Neutral Aesthetic: To ensure universal client comfort across diverse demographics, visible facial piercings and “distracting” accessories must be removed or neutralized while on-site.

Safety & PPE Requirements (Non-Negotiable)

Specific footwear is a mandatory Safety Specification. A Provider arriving without proper PPE is legally “Unready for Service.”

• Mandatory: Closed-toe and closed-heel athletic shoes with non-slip soles.
• Prohibited: Open-toed shoes, sandals, Crocs, or flip-flops.
• Consequence: If a Provider arrives in unsafe or unsuitable attire, they will be unable to fulfill the work order. The project will be reassigned, and the failure will be recorded as an Unscheduled Service Gap.

SITE PROTOCOLS & PROFESSIONAL CONDUCT

Production Modality & Coordination

The Maid Crew matches work orders to Providers based on Logistical Synergy.

• Team Coordination: On Multi-Provider projects, Providers must coordinate and equitably distribute their “Scope of Work” to ensure the project meets the Budgeted Service Hours (BSH).
• Operational Reclassification: If coordination between specific Providers results in production delays, efficiency failures or a drop in quality or attention to detail, The Maid Crew will reclassify those Providers for Single-Provider Projects only. This is a logistical decision based on maintaining the integrity of The Maid Crew’sservice schedule.

Site Security & Distraction-Free Standards

To comply with Commercial & Residential Security Protocols and ensure the safety of the Provider, the Client and the property:

• Electronic Distractions: Personal device usage is restricted to emergencies while on-site. Clients view unauthorized phone usage as a breach of Site Security and a failure to provide the Contractual Attention for which the Service Fee is paid.
• Safe Transit: Per the Service Agreement, mobile device usage while operating a vehicle for service delivery is a violation of Safety Specifications.

Environmental Integrity 

Our Client Service Agreements require a Quiet & Professional Service Environment.

• Audible Standards: Use of profanity, abusive language, or loud audio (music/media) is deemed a Material Breach of Jobsite Specifications. Such conduct interferes with the Client’s enjoyment of their property and surroundings and may result in immediate contract rescission by the homeowner.
• Resource Stewardship: The unauthorized use of Client property (appliances, media, electronics) is a Violation of Stewardship Protocols and is viewed as a security trespass.

SAFETY SPECIFICATIONS & RISK MITIGATION

Safety-First Operational Standards

The Maid Crew operates a Safety-First Environment. Service Providers are engaged based on their ability to perform professional cleaning tasks in a safe and alert manner.

• Operational Readiness: Providers must arrive at all project sites in a state of full physical and mental readiness.
• Impairment Default: The use of alcohol, illegal substances, or non-prescribed controlled substances while fulfilling a work order is a Direct Default of Safety Specifications. Any Provider suspected of being “Unready for Service” due to impairment will have their access to the site revoked immediately.

Site Incident & Insurance Documentation

To comply with The Maid Crew’s General Liability Insurance requirements, all on-site incidents must be documented:

• Medical Care: If an injury occurs on-site, the Provider should seek independent medical attention.
• Incident Notification: The Provider must notify The Maid Crew licensee immediately following any injury or property damage to ensure a Service Incident Report is filed for insurance purposes.
• Property Stewardship: Failure to disclose damage to a Client’s property is a Material Breach and may result in the Provider being held financially liable for the full cost of repair or replacement.

Safety Verification Protocols (Post-Incident)

As a condition of access The Maid Crew’s client base and utilizing company-owned assets (such as vehicles), Service Providers must adhere to Safety Verification Protocols:

• Post-Accident Screening: In the event of a motor vehicle accident or a significant on-site safety incident (injury or major property damage), a Safety Readiness Screening (Drug/Alcohol test) is a mandatory requirement for continued contract eligibility.
• Refusal as Rescission: Because safety is a material term of the Service Agreement, a refusal to provide verification of “Safety-Readiness” following an incident is viewed as a Voluntary Resignation from the Service Pool.

PROPERTY STEWARDSHIP & LOSS ALLOCATION

Professional Liability & Indemnification

As an independent business entity, the Service Provider is responsible for the “End-Result” of their service, which includes the safe and professional handling of all Client and Company property. Per the Independent Contractor Agreement (ICA), the Provider agrees to indemnify and hold The Maid Crew and its clients harmless against losses, breakage, or damages resulting from the Provider’s performance or negligence.

• Exclusion for Company owned Equipment Failure: Service Providers are not held liable for property damage resulting from the inherent mechanical failure of company owned equipment (e.g., a vacuum motor expiring during standard use) provided the equipment was being operated according to technical specifications.

Fact-Based Damage Assessment

In the event of an incident involving client or company owned property, The Maid Crew will conduct a Fact-Based Assessment to determine the cause and cost of the loss.

• Notification: The Provider must report any potential damage immediately of any client or company owned property to facilitate an insurance or repair estimate.
• Evidence: Assessment will be based on objective evidence (e.g., Client photos, site inspections, and Provider statements) rather than subjective management discretion.

Contractual Offset & Liability Cap

To protect the Service Provider from catastrophic business loss while ensuring the Client is made whole, the following Settlement Protocol applies:

• The $500 Retention (Deductible): For any single incident of accidental damage, the Service Provider’s direct financial liability for reimbursement is capped at a maximum of $500. This amount functions as the Provider’s “contractual retention” for errors and omissions.
• Mechanism of Recovery: The Maid Crew reserves the right to offset the cost of the repair or replacement (up to the $500 cap) against the Service Provider’s current or future Service Fee Settlements.
• Consent to Offset: By accepting work orders under these Standards, the Provider acknowledges that this offset is a core commercial term of the engagement and does not require additional authorization per incident.
• Insurance Coverage: Costs exceeding the $500 cap will generally be managed through the Prime Contractor’s master professional liability policy.

Impact on Contractual Standing

Consistent or significant property loss indicates a failure to meet the Technical Professional Standards required by the brand. The Maid Crew reserves the right to immediately rescind the Service Agreement for Gross Negligence or a pattern of liability-increasing incidents.

CONTRACT DISSOLUTION & FINAL SETTLEMENT

Voluntary Termination of Agreement

As outlined in the Independent Contractor Agreement (ICA), either party may elect to dissolve the service relationship. To ensure an orderly transition and the fulfillment of existing client obligations, the following Contract Close-Out Procedures apply:

• Asset Recovery: Upon the final date of service, the Service Provider must return all assets or property belonging to The Maid Crew and its clients, including but not limited to: property keys, access fobs, ID badges/lanyards, equipment and gear.
• Security Protocol: Property keys and access devices must be returned immediately. Failure to return keys may result in a Security Breach Fee assessed against the final settlement to cover the cost of re-keying client properties.
• Unreturned Property: The replacement cost for any lost or unreturned company assets will be deducted from the Provider’s final Service Fee settlement.

Final Settlement & Offsets

The final disbursement of fees will include an accounting of all successfully completed projects minus any outstanding commercial liabilities.

• Contractual Offsets: Per the terms of the ICA, any outstanding reimbursements owed to The Maid Crew—including costs for unreturned property, verified property damage (up to the $500 cap), or advanced draws—will be subtracted as a Contractual Offset from the final fee disbursement.
• Lump Sum Settlement: Final offsets do not require separate consent, as they constitute the final reconciliation of the business-to-business account.

Disbursement Timeline

Final Service Fee settlements are processed in accordance with the standard billing cycle. All verified fees for services rendered will be disbursed by the next regularly scheduled settlement date following the return of all company assets and the completion of the final project audit.

IMMEDIATE RESCISSION OF AGREEMENT

The Maid Crew maintains a “Zero-Tolerance” threshold for actions that jeopardize Client security or the legal standing of the Brand. The following actions constitute a Fundamental Breach and result in the immediate rescission of the Service Agreement:

• Service Abandonment: Failure to fulfill an accepted work order without prior notice (No-Call/No-Show).
• Security & Privacy Violations: Unauthorized access to a Client’s private belongings (drawers, desks, etc.) or granting site access to unauthorized third parties.
• Criminal Conduct: Theft, deliberate property damage, or physical/verbal threats toward Clients or other Providers.
• Data Integrity Failures: Intentional falsification of service records or “Geofence” manipulation within the mobile application.
• Safety Defaults: Reporting for a project while impaired by alcohol or controlled substances, or refusing a post-incident safety screening.
• Restrictive Covenant Breach: Any attempt to solicit The Maid Crew’s clients for independent gain or a breach of the Non-Disclosure Agreement.

SITE STANDARDS

Project Logistics & Site Efficiency

The Maid Crew awards Multi-Provider work orders based on the collective ability of Providers to meet & fulfill Budgeted Service Hours (BSH).

• Logistical Coordination: Providers are expected to coordinate the mobilization and demobilization of equipment (loading/unloading) to ensure the project meets the scheduled start and end times. Failure to coordinate effectively resulting in Production Delays may lead to a reassignment of the project.
• Operational Autonomy: While Providers manage their own pace, the “5-Star Standard” requires that the project is not delayed by “non-contributing” parties. A Provider who fails to actively fulfill their equitable portion of the Scope of Work creates a Commercial Bottleneck.

Site Safety & Communication Specifications

To maintain OSHA-compliant Safety Standards and ensure responsiveness to Client inquiries:

• Audible Safety Awareness: Providers must maintain the ability to hear on-site safety cues, smoke alarms, and Client/Coordination communications. Any use of personal audio equipment that results in a Communication Blackout is deemed a safety violation.
• Professional Environment: To comply with the “Privacy and Professionalism” clause of our Client Service Agreements, personal voice/video calls are prohibited on-site, as they interfere with the Acoustic Integrity of the Client’s home.

Digital Distraction & Contractual Focus

• Service Level Compliance: The Service Fee is paid for dedicated professional focus. Engaging in non-contractual digital activity (social media, gaming) while on-site is a Failure to Deliver the Contracted Value and results in a non-compliant service rating.

Site Security & Access Window

• Security Protocol: To comply with homeowner insurance and security protocols, all Providers assigned to a specific Access Window must enter and vacate the property as a coordinated unit. Unauthorized presence on the property while others have vacated is a Security Breach.