For us to provide you the best clean possible, we ask that you pick up any clothing, household items or toys. It’s best if you also declutter all surfaces before the cleaner(s) arrive. This will help you to get the best possible result, as your cleaner(s) may not be able to fully clean a cluttered area, or know where you keep your personal items.
Parking: Our customers are responsible to provide free parking for our cleaners. Parking must be within a 2-minute walk to the home. If parking is not available to the cleaners, and we are unable to reach you, your appointment will be canceled/and or rescheduled. In the event that this happens, you will be charged our standard cancellation fee.
Keys and Alarm Systems: Close Maids does not accept keys. If you will not be home for your cleaning, you need to provide a way for your cleaner(s) to gain entry into your home. You can either: Leave a key at the home, provide us with a garage door code or a front door code. If your home has an alarm, please provide the office with our own code to disarm it. Regrettably, we are unable to retain your keys. However, we offer the option to install a lockbox at your property for a one-time fee of $20. This ensures secure access for future cleaning appointments.
Close Maids has outlined their Terms of Service to ensure clear expectations and communication with their clients. By booking a service with them, clients agree to these terms, which include the following:
1. Understanding and Agreement: Clients must read and comprehend the Terms of Service, which apply to all bookings made through phone, email, or the website. A pre-authorization hold will be placed on the client’s credit/debit card one day before the service, with the full amount charged at the end of the service day.
2. Service Limitations: Close Maids offers interior residential and commercial cleaning. Trash-out cleaning services involve the removal of clutter and trash to a client-provided dumpster at a different rate.
3. Communication and Responsibility: Both the client and Close Maids are responsible for clear communication and taking care of the client’s belongings and property. Any incidents should be reported immediately.
4. Satisfaction Guarantee: Close Maids guarantees client satisfaction. They charge a flat rate based on average cleaning time and reserve the right to update the service if the client chooses the incorrect option. If any included areas are missed during the cleaning and reported within 24 hours then Close Maids will come back to correct it at no extra charge. Additional charges may apply for deep cleaning or excessive dirt.
5. Right to Refuse Cleaning: Close Maids reserves the right to refuse cleaning based on safety concerns, presence of bugs, hazardous materials, or rodents.
6.Legal Matters: Contention between Close Maids and the client will be governed by the laws of Maryland, and the company reserves the right to take legal action if necessary.
7. Re-cleaning: We do not offer refunds therefore we pride ourselves on getting the job done right the first time Requests for re-cleaning must be reported within 24 hours of the original service. Re-cleaning will not be provided if there is a dispute, attempts to hire the teams independently, offensive behavior, or lack of running water or power during the initial cleaning.
8. Uncontrollable Events: Unforeseen circumstances such as accidents or health emergencies may require last-minute rescheduling, and Close Maids is not responsible for any resulting outcomes.
9. Right to Reschedule: If a cleaning requires more time than initially discussed, Close Maids reserves the right to reschedule the additional cleaning time for another day.
10. Photography: Close Maids may take before and after pictures of cleaned areas for assessments, proof of performance, and company promotion. However, personal property or individuals will not be included unless necessary for insurance claims.
11. Moving of Furniture and Damages: Close Maids will not move furniture heavier than 50lbs or kitchen appliances. Clients are responsible for moving these items if they want the areas around them cleaned. In case of accidental breakage or damage, it must be reported within 48 hours, and Close Maids will assess and repair or replace the damaged item, with the client assuming liability if not reported or if repairs are not allowed.
12. Cleaning Supplies: Close Maids provides all necessary cleaning detergents and equipment unless other arrangements have been made. Clients should ensure any personal cleaning equipment is safe and in working order.
13. Booking Reminders: Clients will receive text and email reminders about upcoming bookings, which can be opted out of or updated.
14. Access to Hot Water and Electricity: Clients must provide access to hot water and electricity for the cleaner.
15. Exclusions from Cleaning: Certain services are not included in regular cleaning, such as cleaning paint stains, chandeliers, bio-hazards, hoarding, heavy furniture moving, animal waste, exterior cleaning, washing exterior windows, bodily fluids, or cleaning while another service provider is present.
16. Valuables: If you request us to clean items in curio cabinets or items of value, you release Close Maids from any liability related to cleaning these items. You understand that you are responsible for repairing or replacing any damaged items, even if it was caused by Close Maids.
17. Employee Solicitation: When you agree to use Close Maids, you agree to not hire any cleaner introduced to you by the company for cleaning services. If you are found to have solicited one of our cleaners, you will be required to pay a referral fee of $2,500 to Close Maids immediately upon employing our cleaners. Additionally, the cleaner(s) will be terminated from working with Close Maids.
18. Payment Terms: All customers are required to provide a credit card for our credit card processor. We use a virtual terminal and do not save any client information on our computers or servers. We place a hold on the card 48 hours before service to ensure funds are available. At the end of each day, we charge clients’ cards for completed cleaning services.
19. Recurring Services and Late Reschedule/Cancellation Fee: Scheduling a recurring service entitles you to a discounted rate. The regular rate will be charged for the first service, and subsequent recurring services will receive the discount. If there are any gaps in the recurring service, the rate may increase if additional time is needed to bring your home back to maintenance level. If you need to cancel or reschedule your cleaning service, please do so at least 24 hours before the scheduled cleaning. A fee of 30% of your booking will be charged for cleaning appointments that are not canceled or rescheduled at least 24 hours in advance. A fee of 50% of your booking will be charged for cleaning appointments that are not canceled or rescheduled 12 hours or less before the scheduled cleaning. After hours calls or texts will not be acknowledged until the following business day at 9am.
20. Credit card payment declined: If a credit card payment is declined, we will contact you to obtain corrected information. No extra fees will be charged if the payment is rectified within 3 days. If after 3 business days the balance is not resolved, we will be unable to provide further services and you will be blocked from booking with us.
21. Bank fees: Any bank fees charged to Close Maids will be the client’s responsibility to reimburse the company. Full reimbursement, including the original amount and any bank charges, is expected within 5 days. After 5 days, a late fee of $25 per week (7 days) will be charged. If payment is not received within 30 days, we will file a complaint with small claims court in Prince George’s County.
