Service Policies
Service Policies for Maid Official
At Maid Official, we are committed to providing transparent and reliable service to ensure your satisfaction. Please review our service policies below for details on payments, guarantees, cancellations, and safety considerations.
Payments
- Accepted Payment Methods: Maid Official accepts payment via credit or debit card only. Your credit card information will be securely collected at the time of booking.
- Payment Process: We do not charge your card at the time of booking. Instead, a hold will be placed on your account one (1) day before your scheduled service for the amount of your total balance. This hold is for authorization purposes only and is not a charge. Your card will be charged after the service has been completed, and you will receive an invoice via email promptly thereafter.
- Cancellation Policy: Customers may cancel or reschedule their service appointment up to 24 hours before the scheduled time without penalty. Cancellations made within 24 hours of the appointment will incur a cancellation fee of $70.
100% Satisfaction Guarantee Policy
- At Maid Official, we stand behind our services with a 100% Satisfaction Guarantee.
- Post-Service Inspection: After the cleaning service is completed, we ask that you perform a mandatory inspection with our cleaning team using our cleaning checklist. If you are not completely satisfied with any aspect of the service, please notify our team immediately.
- Re-Cleaning Policy: We offer free re-cleaning of any missed areas at the time of service, upon your request.
- Conditions: The 100% Satisfaction Guarantee is contingent upon conducting the inspection with our team present. If the inspection cannot be performed due to client unavailability or choice, the guarantee will be considered void.
Maximum Hours and Arrival Window
- Maximum Hours: Our services are priced with a flat-rate model that includes a maximum allotted time. If a job requires additional time beyond this maximum, an additional charge of $40 per hour may apply, with customer notification in advance.
- Arrival Window: We strive to arrive on time within a 1-2 hour window to accommodate for potential delays such as traffic or parking.
Safety Policies
- Reaching High Areas: For safety reasons, our cleaning teams cannot reach areas higher than 6 feet. We do not use ladders or climb onto high surfaces.
- Moving Large Appliances: While we clean around or underneath large appliances, we are unable to move them due to liability concerns. Please relocate large appliances if cleaning underneath or behind them is required.
- Window and Screen Cleaning: Our teams can clean accessible windows reachable with a 2-3 step ladder. We do not detach or install window screens for liability reasons.
Stain and Mold Removal
- We make every effort to remove stains and mold from grout and tile in bathrooms and kitchens, but complete removal cannot be guaranteed.
Move Out and Deep Cleaning Services
- Move Out Cleaning: Customers must ensure all furniture, personal belongings, and large appliances are removed from the space before cleaning begins. No moving activities should be scheduled during the cleaning time.
- Deep Cleaning: To facilitate thorough cleaning, customers receiving Deep Cleaning services are requested to declutter areas, pick up clothing and personal items, and clear surfaces prior to our arrival.
For any questions or further information regarding our service policies, please contact us at:
- Phone: (214)876-9635
- Email: info@maidofficial.com
- Address: 5900 Balcones Drive Austin, Tx 78731
These service policies are effective as of: July 12, 2024. Thank you for choosing Maid Official for your cleaning needs