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Service Policies

Kindly review this entire page prior to your scheduled appointment.

Payments

321 Maids exclusively accepts credit or debit cards as the form of payment. Your credit card information is securely collected at the time of booking, but rest assured, we do not charge your card at that moment.

A hold (for authorization) equal to your total balance will be placed on your account one (1) day before the scheduled service. It’s important to note that this hold is not an actual charge.

Your card will be charged one day after the service has been successfully completed, and you’ll receive an invoice via email once the transaction occurs.

Please be aware that, unless otherwise specified, payment information must be collected and authorized from all customers before the job starts. In the event of a cancellation for any reason, this hold will be released within 2-5 days. Thank you for your understanding and cooperation.

100% Satisfaction Guarantee

At 321 Maids, we take pride in our 100% Satisfaction Guarantee. Your happiness is our priority, and if you’re not satisfied, neither are we. After the service, we kindly request you to conduct the mandatory inspection with your cleaning team. To assist you, please use our cleaning checklists for reference during the walk-through. If, for any reason, you are not 100% satisfied with the work performed, our teams are more than happy to re-clean any missed areas upon your request, completely FREE OF CHARGE at the TIME OF SERVICE.

A crucial reminder: inspect carefully. Once the walk-through is completed, 321 Maids considers the services rendered as complete. Any additional services requested after this point will be charged accordingly. Please note that if clients are unable to conduct the final walk-through due to unavailability or choosing not to perform the inspection, our 100% Satisfaction Guarantee will be considered null and void.

Pro Tip! For move-out cleanings, we highly recommend inviting your landlord to the walk-through inspection with our cleaners to ensure we meet your expectations. Alternatively, you can send us a cleaning checklist from your landlord before your service appointment.

Note: Hourly Cleaning offers a fully customizable clean where you choose specific tasks within the allotted time. However, please be aware that it does not include our 100% customer guarantee. If additional work is needed, you may be required to extend the booking time or collaborate with the cleaner to prioritize your requests.

Cancellation Policy

Punctuality is a core value at 321 Maids. We allocate specific times and teams for each customer to ensure a reliable and efficient service. To accommodate our customers, any schedule changes or cancellations can be made up until 4 PM the day before the service appointment. However, please be aware that cancellations made after this time will incur a cancellation fee of $60

Maximum Hours and Arrival Windows

Under our flat-rate pricing model, we allocate a maximum number of hours for each type of job. If the job requires more time or becomes more intensive due to size, an additional charge of $40 per hour may apply for any time exceeding the allotted maximum. While it’s a rare occurrence, we assure you that we will always communicate with the customer in advance, informing them if we anticipate exceeding the initially allocated hours for their specific job.

We consistently strive to be punctual, and while we make every effort to arrive on time, we kindly request customers to allow us the originally agreed-upon 1-2 hour window. This flexibility accounts for potential challenges such as traffic, parking, and unexpected surprises that may arise en route to ensure a smooth and reliable service experience.

Before Your Appointment

We kindly request that customers prepare for our arrival by picking up clothing, personal items, and clearing cluttered areas. This helps our cleaners access surfaces more effectively for a thorough cleaning.

Safety Policies

Reaching High Areas – While we aim to provide thorough cleaning, we cannot guarantee reaching areas higher than 6 feet. For safety and liability reasons, our teams are unable to climb ladders or access elevated spaces.

Moving Large Appliances – We are happy to clean around or underneath your large appliances. However, due to liability concerns, our cleaners are unable to move them. If you wish to have these areas cleaned, we kindly ask you to relocate large appliances before our service.

Interior Window Cleaning – For safety reasons, our teams are not permitted to climb ladders or access high areas. Accessible windows via a 2-3 step ladder can be cleaned.

Screen Cleaning – To facilitate our cleaning process, we request customers to remove screens. Our teams, for liability reasons, are unable to detach or install window screens.

We appreciate your understanding and cooperation in ensuring a safe and effective cleaning experience.

Stain and Mold Removal

While we strive for excellence in our cleaning services, it’s important to note that we cannot guarantee the complete removal of all stains and mold on grout and tile in the bathroom and kitchen. However, we are committed to putting forth our best efforts to address and minimize these issues to the best of our ability.

Move Out Cleaning

For our Move Out cleaning service, we request that all furniture and personal belongings be removed from the space before our team begins working. Additionally, we kindly ask customers to avoid scheduling any moving activities during the cleaning to ensure optimal results.

If there are specific areas around or under large appliances that customers would like us to clean, we appreciate their cooperation in moving these items for us. Please note that, for liability reasons, our maids are unable to move large appliances themselves.

Thank you for your understanding and assistance in creating the best possible cleaning environment.

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