GUARANTEE OF SERVICE: If you are not completely satisfied with your cleaning, simply inform the Hand-I-Maids office within 24 hours of your service and we will happily re-clean the area of concern at no charge to you. It is important that we observe the area of concern within this time frame to pinpoint the problem accurately and correct it for you. We always welcome any comments that may help us improve our service to you.
TEAM / ASSOCIATE ASSIGNMENT: We make every effort to send the same Associate or Lead Associate to your home each time. Occasionally there may be a change in Associates due to illness, days off, vacation, or change of employment status. In the event of such an occurrence, Hand-I-Maids will find a suitable replacement Associate to assign to your home. We will always notify you when a staffing change has been made. Hand-I-Maids provides an extensive training program to each of our Associates to ensure consistent cleaning techniques. Scheduled cleanings that fall on major holidays will be rescheduled to a mutually convenient time.
KEYS AND ALARM SYSTEMS: Most Hand-I-Maids Clients leave a key to their home at our office, and we make every effort to protect each key. We assign every Client key a security code and store it in a key safe. Managers will access your key the day of the Client’s scheduled cleaning, and then return it to the safe by the end of the day. No identifying information is ever put on any key. If an alarm system requires more than a numeric code to activate/deactivate, we prefer that the alarm be left off the day of the cleaning. We cannot be responsible for activating alarm systems.
CANCELLATION / LOCK-OUT POLICY: If it is necessary for the Client to cancel/skip any scheduled cleaning day, please notify the Hand-I-Maids office 48 hours (2 business days)prior to the scheduled day. That will allow us to re-assign the Associate to another appointment. If Hand-I-Maids receive less than 2 business days' notice, or can't access your home, you will be charged the full price of your cleaning. If we are able to fill your scheduled time slot, any cancellation fees will be waived. To ensure that all your needs are addressed, please correspond all requests and changes directly to your Hand-I-Maids office manager. Recurring appointments may be rescheduled or skipped with the appropriate notice. If your regular Cleaning Associate is unavailable and a substitute cleaner is assigned to your cleaning, cancellation fees will not be waived if you wish to skip your cleaning to wait for your regular associate. Please note that when rescheduling or skipping recurring cleanings, if more than 6 weeks pass between service appointments, Hand-I-Maids may require additional cleaning time / charges during the next visit.
SCHEDULES & ARRIVAL TIMES: A consistent, recurring schedule will be issued to you for your convenience. Recurring schedules will be issued based on frequency & availability in your area. We make every effort to honor clients’ requested time and days. From time to time, it may be necessary for the office to issue you a revised new cleaning day & time if there are other changes to that cleaning day (such as staff changes, other client changes, etc.) occur. On the day of your service, If you wish to wait for your Associates to give or them access into your home on the date of service, please realize that we can give an arrival window of about 4 hours, such as 9 am -1:00 pm or 11am - 3:00 pm. A 2 hour arrival window will be provided 1 business day prior to your appointment. We will do our best to honor any specific time requests. However, it is not always possible to guarantee that time every week. Many things can effect our schedules, such as cancellations, lockouts or Clients adding services. We want to save you time, not make you waste it waiting for us to arrive. Leaving a key at the Hand-I-Maids office is the most efficient way for you to provide your Associate access to your home.
PAYMENTS: Hand-I-Maids gladly accepts the following forms of payment: cash, check, money order or MasterCard/Visa. Clients are required to pay for their cleaning at the time of service. Move-Out cleanings require a credit card payment in advance. Auto Pay: For your convenience, Hand-I-Maids offers an automatic payment option. On the date of your service, Hand-I-Maids will charge your Visa / MasterCard for that day’s service. Other Fees: A $2.50 non-payment fee will be incurred if payment is not made on the scheduled service day, and a $35.00 fee is applied to all returned checks. If you use a credit card, your account will be charged the balance due, plus any fees, after each cleaning. If leaving cash, we ask that you place it in a sealed envelope with “Attn: Hand-I-Maids” and the amount written on the outside of the envelope.
TIPPING: We do allow gratuity to Our Cleaning Associates for exceptional service. If you do choose to show your appreciation in this matter, we ask that you offer the tip directly to your Cleaning Associate, and not include it with your payment for services. Paying cash or gratuity in exchange for work not authorized by the Hand-I-Maids office is a violation of this client agreement as well as our Employee agreement.
PRICING: We strive to offer competitive rates for our cleaning times. Service pricing is a combination of size of the home, furnishings & lifestyle, location, and frequency. All client rates are routinely audited to ensure that we are providing services at our current average hourly rate. Customization of cleaning plan outside of our routine may be reflected in rates. It is presumed that the house will be picked up prior to service to allow the cleaning associates access to all areas to be cleaned. Increased straightening time, renovations, & other changes to your home may add to the overall time of the cleaning, therefore may result in a pricing change. Price audits are available upon request.
SAFETY: The safety of our Cleaning Associates is a top priority for Hand-I-Maids. During their service visit, we ask that the client keep their home at a reasonable temperature as well as notify the office of any potentially dangerous obstacles in the home such as broken or damaged items. If our Associates are subjected to dangerous conditions or circumstances including rude or disruptive behavior and/or harassment of any kind, Hand-I-Maids reserve the right to discontinue service the client’s home without notice.
PETS: You can feel safe knowing our Cleaning Associates will lovingly work around your pets during your cleaning appointment. However, if you have an aggressive pet who may pose a problem, we ask that you make arrangements for the pet to be confined or kept outside so we may complete your home cleaning safely. It is also our policy to not clean up any pet feces or urine. Carpets with urine stains will damage our equipment and therefore will not be cleaned unless the client supplies their own vacuum.
REFERRAL FEE: Should you wish to hire a present or past Hand-I-Maids Associate for any home-related service outside of your agreement with Hand-I-Maids, our referral fee is $2,500. This fee is due within 30 days of notification from Hand-I-Maids. If the fee is not paid, Hand-I-Maids reserves the right to pursue other methods of collection. For the benefit of our relationship, clients & cleaning associates are not allowed to have any business relationship outside of the Hand-I-Maids service; this includes offering cash payments for additional work not outlined on the work order. Doing so could lead to termination of the cleaning associate as well as our relationship as client and company.
BREAKAGE & LOSS POLICY: If you have any heirlooms or irreplaceable items, we ask that you put them away or provide us with instructions not to touch these items. We will make every reasonable effort to repair or replace any damages that occur due to our negligence. However, we can not be responsible for items previously broken or damaged due to improper installation or negligence by the client. Our liability insurance covers any breakages or loss that may occur during a scheduled service. Items excluded from liability are: cash, jewelry, one-of-a-kind items or hard to get items; items of sentimental value, art, antiques and electronics. It is recommended that these items are put away prior to your service. There is a $50 per location liability limit. Notification of damages must be made to the Hand-I-Maids office within 48 hours of service.
SPECIALIZED CHEMICALS AND EQUIPMENT: Our Associates come prepared to service your home with all necessary tools and products. In the event you wish to use a specialized cleaning product or equipment, please notify the Hand-I-Maids Office and let us know where the product is stored and any special instructions for its use. By signing this agreement, you agree to hold Hand-I-Maids harmless from damages to your personal equipment (vacuums, etc.) and damages due to use of caustic chemicals such as bleach, etc. Specialized products and equipment will not be replenished or serviced by Hand-I-Maids and will remain the responsibility & property of the client.
SPECIAL REQUESTS: Our Associates are happy to follow any instructions or requests that you may have on any particular cleaning day assuming they fall within the guidelines of your original agreement. However, any additional services outside of your original agreement (ex: cleaning of additional rooms, etc) must be communicated to the office prior to service and may be subject to additional charges. Cleaning Associates may not add additional cleaning tasks or alter the work order without permission from our office.