Home Maid Professional Cleaning Services – Terms of Service Agreement

Below are our Service Policies, which are intended to ensure quality, safety, and consistency in our work.

Privacy Policy

We are committed to keeping your information confidential. We do not sell, rent, or lease our customer lists to third parties, and we will not provide your personal information to any third-party individual, government agency, or company at any time unless compelled to do so by law. We will use your personal and billing information solely to provide the service you hire us for.

Satisfaction Guarantee

If you’re not content with your cleaning, please notify us the same day of service and include photos of the areas of concern. Photos must be sent to us by text or email so we can properly assess the issue. Once received, we will arrange for a re-clean (within a 2-day window) at no additional charge. Please note that if you place a cap on the length of time our team can spend cleaning, we cannot guarantee the same level of thoroughness and detail you expect from Home Maid, and we cannot guarantee our services.

Security

We take the security of your home very seriously, and work with each homeowner to establish a routine for entering and exiting. Current methods include:

• Letting us in on the day of service if you will be home when we arrive

• Providing us with an extra key

• Providing us with a lockbox, keypad, or garage code

• Leaving us a key under a mat or pot to use and return or leave in the house when finished.

Referrals

Receive bonuses and discounts when you refer us! We love referrals and appreciate it when you tell friends and neighbors about our service. Thank you for your confidence in us!

Payment

Payment is due upon receipt of the invoice by cash, cheque, or e-transfer. Clients who prefer to pay on the day of service may do so by cash or cheque. Tipping is not required or expected, as our prices reflect fair compensation for our team. However, if you feel a team member has gone above and beyond and you wish to show appreciation, cash tips may be given directly to the cleaning technician. Please note that tips cannot be sent via e-transfer or included with invoice payments.

Estimate

Our cleaning estimates are as accurate as the details provided in the request for service form. To ensure precision, we recommend you include pictures of the areas to be cleaned in the request for service form. If more time is required than initially estimated, we will notify you before proceeding.

Arrival Window

Home Maid Professional Cleaning Services provides an estimated time of arrival (ETA) with a one-hour window. This flexibility allows for variables such as weather, road conditions, or extended time at previous appointments. We do our best to arrive within the scheduled window, but should we expect a delay beyond one hour, you will be notified promptly.

Weather and Road Conditions

For the safety of our staff, service may be delayed or rescheduled during severe weather events or unsafe road conditions. We will contact you as soon as possible to make alternate arrangements.

Cancellation or Lockouts

There is no charge if you cancel with 48 hours’ notice. If 24 hours’ notice is given, there will be a charge of a ½ day of the scheduled cleaning. Cancellation on the day of scheduled cleaning will require full payment. The Setting The ideal cleaning situation is when no one is home. Since that is not always possible, please eliminate as many distractions as possible so we can work uninterrupted. Try to schedule your cleaning on a day when there will be fewer people at home.

Closed Door Policy

Our cleaning technicians will not access rooms with closed doors unless instructed during the initial consultation.

Trash Disposal

We require that we leave any collected trash in the garbage bin at the homeowner’s location. We cannot take trash with us. Quality Control Our quality control system consists of requests for feedback monthly. It is interactive and dependent upon your feedback and communication to function. We need your input on the overall experience and quality you are receiving so that we may address issues that are important to you. We will correct or address any issues we are made aware of.

Pets

We love them! The last thing we want to do is upset your pets as we clean, and we’ll work with you to make the experience pleasant for all involved. The following are our policies regarding pets:

• Let us know ahead of time if there are any arrangements you have in place for your pets while we clean.

• For sanitary purposes, we do not clean up after sick pets or pet accidents.

• Please secure any pet that may be overwhelmed by our presence and/or pose a threat. Please secure any pet that is likely to try to run out the door and escape the house. The obligation for control and care of all animals on the premises is on the customer.

Home Maid Professional Cleaning Services cannot be held responsible for the escape or safety of pets.

Breakage

We hate it when breakage happens, and we do our absolute best to prevent it! The following is critical regarding our breakage policies:

1. Sometimes breakage occurs when there are “booby traps”. These are accidents waiting to happen (pictures not hung securely, top-heavy items with unstable bases, wobbly or tippy objects). Each incident is reviewed on a case-by-case basis. We cannot take responsibility for “booby traps”. Please remove unstable breakables to a place we do not clean (we do not clean inside curios, China cabinets, or clear wet bar shelves).

2. Please move expensive figurines or glassware to a location we do not clean or have us skip that area completely if you do not wish to accept the risk.

3. We will cover the cost of repair or replacement of items when breakage value is verifiable. In some cases, we will have the broken item repaired by a professional restoration company. Breakage values must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection. Breakage must be reported within 24 hours of discovery.

Insurance

Home Maid Professional Cleaning Services and all employees are covered by up to $1 million in general liability insurance.

1. Our cleaning technicians do not climb higher than the company’s two-step ladder.

2. We are not a restoration company and cannot perform certain services due to insurance and safety concerns. To be transparent and informative as possible, some things that we don’t offer include but aren’t limited to:

• Disassembling/assembling light fixtures

• Disassembling seals on shower doors

• Disassembling furniture to clean it

• Disassembling any appliance (besides oven racks and fridge shelves)

• Lifting or moving heavy furniture over 25 lbs.

• Lifting or moving large fragile items

• Cleaning human/pet waste or bodily fluids

• Removing permanent stains from furniture, floors, cabinets, carpets, etc.

• Carpet steam cleaning

We are not an extermination or mold/biohazard remediation company and cannot provide services in residences that show evidence of hazardous situations.

We reserve the right to refuse to clean (or immediately stop cleaning) if there are signs of the following problems, and we must charge our lock-out fee of $200.00. This is not an exhaustive list:

• Pest infestation – cockroach, bedbugs, fleas, etc.

• Animal infestation – birds, mice, rats, bats, etc.

• Excessive/uncontrolled mold growth

First-Time Service

Whether or not you choose a deep cleaning for your first visit, the initial service in your home typically requires more time and attention than a regular maintenance cleaning. This is because our team is bringing your home up to the Home Maid standard of clean and establishing an efficient cleaning routine tailored specifically to your space. During this visit, our technicians will perform a walkthrough before starting work to assess the home’s condition, note any areas needing special care, and determine if the estimated time is sufficient. If additional time is needed to complete the job to our quality standards, we will notify you and give you the option to extend the service at our hourly rate or focus on your top priorities within the original time frame. Once your home has been brought up to standard, ongoing cleanings are generally completed within the estimated time, provided similar conditions are maintained between visits.

Pricing

Home Maid Professional Cleaning Services provides estimates based on the details provided at the time of booking. Our pricing is calculated by man-hours, at a rate of $85 per hour for a two-person team (equivalent to $42.50 per employee per hour). Our estimates are typically very accurate; however, the actual time required may vary depending on the home’s condition at the time of service. If additional time is needed to meet our cleaning standards, you will be notified before we proceed. We ask that you provide us with a budget cap if you have one in mind. In some cases, an additional visit may be recommended to fully complete all of your cleaning needs.

Recurring Service

Once your home has been brought up to the Home Maid standard of clean, your recurring services (weekly, biweekly, or monthly) will generally follow the estimated time and rate discussed during booking. If, upon arrival, your home requires extra attention due to higher-than-usual buildup, clutter, or mess, the service may take longer than usual. In such cases, you will be billed for the actual time spent on site. Our goal is to maintain a consistent level of cleanliness and efficiency, ensuring you receive the same high-quality results each visit.

Small Requests

All small requests, add-ons, or swaps must be added through the office one week prior to your appointment to ensure that:

1. We can provide the service you’re requesting.

2. Our techs are prepared with enough time and the right supplies to perform the request.

Short-Term Rental Policy

Home Maid Professional Cleaning Services proudly provides professional turnover and maintenance cleaning for short-term rental properties. To ensure consistency, transparency, and protection for both our clients and our team, the following policies apply:

1. Same-Day Turnovers – We strive to accommodate same-day turnovers whenever possible. However, if a property is left in poor or excessive condition by departing guests, same-day turnover may not be guaranteed. Additional time may be required, or the service may need to be rescheduled. Please note that if weather conditions are deemed unsafe for travel, our team will not be dispatched until it is safe to do so. In such cases, the turnover will be completed as soon as conditions allow.

2. Linen Handling & Missing Items – We provide laundering services for all used linens as part of our short-term rental package. Dirty linens are collected, washed, and returned to the property. Home Maid Professional Cleaning Services is not responsible for any missing or damaged linens, as items may go missing during guest stays. Property owners are encouraged to maintain an updated linen and towel inventory for reference.

3. Photo Documentation (CompanyCam) – Our team uses CompanyCam to document every cleaning. Photos are taken before and after each visit to verify cleanliness, record any pre-existing or new damages, and help identify when damages may have occurred. These records also provide transparency and accountability for all parties.

4. Guest Belongings – Any items left behind by guests will be photographed and reported to the property owner or manager. Upon direction, we will secure the items for pickup or disposal.

5. Maintenance & Damage Reporting – Our team will report any visible damages, missing items, or unusual conditions after each visit. While we do not perform repairs, we document these issues clearly to assist property owners or managers in addressing them promptly.

6. Restocking Supplies – We will restock designated items based on the inventory list provided by the property owner or manager. If supplies are running low, we will notify you to ensure replacements can be arranged prior to the next turnover.

7. Condition of Property – In cases of extreme mess, neglect, or damage, additional cleaning time may be required. Extra time will be billed according to our hourly rate policy.

8. Holiday Service Fee – If service is required on a statutory holiday, an additional $50 fee will apply to cover premium pay for our cleaning technicians.

9. Responsibility for Guests and Third Parties – Home Maid Professional Cleaning Services is not responsible for damages, theft, or losses caused by guests, maintenance staff, contractors, or any other third parties.

Non-Solicitation Agreement

We value our employees and pour an enormous amount of time, energy, and expense into our screening, hiring, and training process. Home Maid Professional Cleaning Services strives to have one of the lowest employee turnover rates in the nation. This agreement helps safeguard our success at providing only the best staff to our deserving customers. Sadly, some people want quality without paying for it and attempt to undercut our efforts by trying to “poach” our employees. It is for this reason that our customers and employees must agree to our non-solicitation agreement. If breached, a fee of $2,500 (for damages) will be assessed. This helps to minimize the risk of unfair solicitation that undermines the good experience all our clients have come to expect. Please help us maintain our extraordinary success by not soliciting our employees for hire directly.

By booking our services, you are agreeing to the following terms:

• Home Maid Professional Cleaning Services employees are not allowed to engage in a work relationship directly with you for one full year after employment termination.

• You will be charged a $2,500 finder’s fee if you hire a Cleaning Tech employed by Home Maid Professional Cleaning Services on an individual basis for private work.

• Solicitation of a Home Maid Professional Cleaning Services employee for private hire will result in permanent termination of service and forfeiture of any unused gift cards as well as the $2,500 fee. This does not preclude us from seeking other solicitation-related damages.

What to Expect

At Home Maid Professional Cleaning Services, every visit follows our detailed cleaning checklist to ensure consistency and quality in every home. Please refer to the checklist below to see exactly what you can expect from our services.