Customer Policies

Scheduled Time: We try to give our staff ample time to complete their scheduled jobs and travel to each of their destinations. Sometimes we need to spend a little more time to complete a job to our standard of service, and sometimes the traffic in Central Florida can be unpredictable. Because of this we may arrive up to thirty minutes earlier or thirty minutes later than your scheduled time. Our staff should send you a notification when they are on their way or if they are running late. If we are unable to arrive within your scheduled window and you need to reschedule, we will waive any cancellation fees.

Deposit: All new customers will be asked to make a fifty-percent (50%) deposit before we schedule the first clean. The remaining balance will be due at the completion of the job. Charges for future cleaning dates will be due at the end of each visit.

Keys: If you choose to give us a key to your property, please give us just the key(s) on an unmarked keyring with nothing else attached. Keys are stored in a secured and locked cabinet with no identifying information. When it’s time to end your services with Maid to be Green, we will hand-deliver your keys. For your safety, we will not mail or ship keys, nor leave them unattended.

Alarm System: If you have an alarm system at home, and it’s easy to operate, you can leave us detailed instructions on arming and disarming it. If there are any complications or issues with your system, we’d prefer that you leave it disarmed on the day of your cleaning.

Payments: Payment is due at the time of service. If no payment is left for our staff, and no one is available to pay by credit card, we will need to reschedule your services for another day. If you would prefer to be invoiced, please let us know when you are scheduling your first visit. In these cases, a deposit will be required.

Tipping: We never require tipping, but feel free to leave one if you feel our services were deserving. That is just a special thank-you for our hard work. Also, leaving us a note of appreciation means so much to us. We sincerely appreciate your business.

Payment Methods: For your convenience, Maid to be Green gladly accepts the cash, check, or credit card. Customers will be expected to pay for their cleaning at the time of service. If you have signed up for recurring services, you have the option of leaving a credit card on file that will be charged automatically at the time of service. Credit card data is securely obtained and stored with full PCI compliance. Maid to be Green staff does not have access to card data at any time.

Returned Payments: A $35.00 fee will apply to all returned checks. Cash or money order will be required to pay the remaining balance and fees.

Parking: If there is no free public parking within a one block radius of your home, you are responsible for providing our cleaning associates with a permitted parking space within one block and/or a valid parking permit. If any parking fees are incurred while cleaning your home, those will be your responsibility and due immediately. If a parking spot cannot be found within a one block radius by the cleaning associate nor provided by the customer within a fifteen-minute window, your appointment will be cancelled and rescheduled and our normal cancellation fee will apply.

Pests, Insects and Rodents: Maid to be Green reserves the right to refuse to service a home with ANY pest infestation (including seasonal). In the event an infestation is identified, the cleaning staff will leave the property. You will be contacted immediately and charged a cancellation fee.

Satisfaction Guarantee: If you are not completely satisfied with any part of your service we will return to your home to re-clean the area within 24-hours. Please contact the office as soon as possible during our normal business hours. We are sorry, but we do not issue refunds except in extreme circumstances.

Health and Safety: Due to health and safety reasons, we are unable to clean up human, pet or pest waste or bodily fluids. We can recommend a company that is equipped to handle these situations. If we come into a home that requires this type of cleaning we will skip the affected rooms and discount the client accordingly. We do ask to be informed beforehand if this may be an issue.

Pets: We love them! But please make sure your pets are secured when we arrived. We cannot be held responsible if they get out while we are entering and exiting the property. For the safety of our staff, we give our staff the right to refuse service to any home if they feel threatened or unsafe with any animals. If our staff must leave the property due to a problem with any animals, you will be charged a cancellation fee and your service will need to be rescheduled.

Children and the Elderly: Due to liability concerns, our staff cannot be alone with any minors under the age of 18, or disabled adults in need of supervision. Please ensure able-bodied adults are present when we arrive.

Lockouts: If our staff is unable to access your property for any reason (locked house, invalid gate codes, etc.) you will be charged our same-day cancellation fee.

Cancellation Policy: We understand that the unexpected does happen, and you may need to cancel or reschedule your appointed time. If you need to cancel for any reason, please contact us immediately. Any cancellations made less than forty-eight hours in advance will be charged a $50 cancellation fee. No fees are charged with more than 48 hours’ notice. Multiple cancellations may limit your ability to scheduled future service visits.

Broken/Damaged Items: We train our staff to take extra care with your belongings, however, regrettably and although not common, from time to time something may be broken or damaged. If there is an item that is believed to be damaged by one of our cleaning professionals, it must be reported to the company within twenty-four hours from the completion of the service in efforts to properly investigate the issue. If we damage anything during the service being provided, we will notify the customer immediately. In the event an item is damaged or broken, we reserve the option to repair or replace the item. We cannot take responsibility for items that were broken because they were not properly attached or secured. We are not liable for any damage to any property because of items and fixtures that are in disrepair (corroded pipes, rotted wood, etc.)

Physical Limitations: Our employees are very important to us and we are determined to keep them safe. Our cleaning staff will not climb higher than a three foot, three-step ladder, move or lift items heavier than twenty-five pounds, or clean floors on their hands and knees (with the exceptions at their discretion). These types of activities put our cleaning staff in danger of physical injury or could damage something in your home.

Additional cleaning: We are here for you and want to make sure we meet every expectation, and know that you may have additional requests during our scheduled service. Please understand that while we will try to accommodate your requests, we may not have the additional time during our scheduled visit and may need to come back at a later time. Additional charges may apply.

Photographs: Maid to be Green likes to brag about our success stories. If we take any photos during our time in your property, our employees will take care that no personally identifying is captured in the photos. If for any reason you would prefer your photos not be shared, please let us know ahead of time. Other photos may be taken during our stay for the purpose of documenting our services.

Employees and Vendors: All Maid to be Green employees undergo a statewide background check. All employees go through a very detailed training process to learn the standard of service we provide. We do NOT hire sub-contractors for our cleaning services, but may contract with other vendors for services that fall outside our scope of work. Every vendor that we contract with is properly licensed, insured and has undergone a very thorough background check.

LIMITED LIAILITY: WE ASSUME NO LIABILITY FOR DAMAGE OR LOSS OF ITEMS THAT ARE NOT SECURED PROPERLY, ARE IN DISREPAIR OR THAT WERE DAMAGED PRIOR TO OUR CLEANING. We are not responsible for any damage resulting from corroded pipes or surfaces, faulty electrical wiring, or improperly installed furniture or fixtures. All surfaces (i.e. marble, granite, hardwood floors, etc.) are assumed to be properly sealed and ready to clean without causing harm when common cleansers are used. Our staff is trained to document and report all damages and may, at our discretion, skip areas if they feel there is a safety concern.

Curio or nick-knack items of extreme value (monetary or sentimental) should be stored in a case behind glass or dusted and cleaned by the owner.

Consent to Electronic Communication: By contracting services with Maid to be Green, you agree to receive all communications, including but not limited to quotes, invoices, receipts, agreements, reminders, and notifications electronically, via email, SMS text messaging, or other electronic means. A valid email address and/or mobile phone number will be required. If you wish to withdraw your consent, please contact our office.

Privacy Policy: Maid to be Green takes privacy very seriously. We do not sell or share your personal information with any third parties, except as to conduct our normal business and service operations, and for legal and regulatory purposes. A more detailed privacy policy can be found on our website at http://www.maidtobe.green/privacy.