Help Center and Policies

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Welcome to Happy Maids, where your home’s happiness is our number one priority! We’ve built our policies to promote transparency, safety, and ensure an exceptional cleaning experience. Should you have any queries, don’t hesitate to contact us at 847-382-0082 or [email protected]. We’re honored to be your cleaning service of choice!

Dependability Guarantee

At Happy Maids, we take pride in our dependability and flexibility. Our dedicated superhero cleaners work diligently from 8 AM to 5 PM, always striving to be punctual and efficient. On rare occasions, they may extend their working hours past 5 PM to ensure the job is flawlessly finished.

As our work involves various dynamic factors and scheduling considerations, providing an exact time of arrival may not always be feasible. However, we are more than happy to offer you an estimated time window for your convenience. Our system is designed to send automatic text messages 3 days and 1 day before your service containing an hour arrival window to keep you informed and prepared.

Please be aware that the exact timing of our service is a preference rather than a guarantee. We make every effort to accommodate our clients’ needs, but due to potential variations in the logistics of our work, we cannot guarantee an exact service time. However, we assure you that your service day is guaranteed and will not be altered without your consent.

You can count on our unwavering commitment. Our Promise of Reliability ensures that if we ever fail to provide the scheduled home service on your designated day, your next cleaning service will be complimentary from us.

Please note that this promise is not applicable in unforeseen circumstances, such as severe weather conditions, cleaner illness, or scheduled holidays. We genuinely appreciate your understanding, and we are eagerly looking forward to serving you.

Service Satisfaction Assurance

Communication

is key! If you have any questions or concerns about your cleaning service, please don’t hesitate to call us. We take immense pride in our work and will do everything possible to provide you with a top-notch cleaning experience.

Your feedback is incredibly valuable to us as it helps us learn and grow. After each visit, we kindly ask you to fill out a survey, enabling us to consistently enhance the quality of our service. Your satisfaction is our top priority.

Should you ever find any aspect of our cleaning services unsatisfactory, please reach out to us right away. We are fully committed to addressing and resolving your concerns in a prompt and positive manner.

Assessment

If something feels off with the cleaning, don’t worry. We’ll conduct a thorough assessment of the situation to ensure clarity and address the concern promptly.

Complimentary Re-clean: We will address and re-clean the specific area in question at no additional charge. This must be scheduled within two business days from your original service date.

Refund Policy

If after the re-clean you’re still not satisfied and the oversight is on our end, we will provide a full or partial refund based on the specifics of the situation. To qualify for a refund, the re-clean option must have been accepted and executed within the stipulated two-business-day window.

Services

Transparent Pricing for Initial/Deep Cleaning, Move In/Out Cleaning, and Post Remodeling Cleaning

For services like Initial/Deep Cleaning, Move In/Out Cleaning, and Post Remodeling Cleaning, our pricing is determined based on the time required to complete the tasks thoroughly. We charge on an hourly basis and pro-rate for every ten minutes, ensuring that you only pay for the actual time our cleaners spend on the cleaning.

These types of cleanings are unique to each home, as they involve addressing unexpected situations and varying levels of maintenance. To accommodate this, we provide a range of time estimates for the cleaning. The final charge will be based on the actual time our cleaners need to complete the tasks efficiently and to our high-quality standards.

Transparent Flat-Rate Pricing for Recurring Service

We take great pride in offering a transparent flat-rate pricing model, exclusively based on the size of your home, the specific services you choose, and the condition of your home for weekly, bi-weekly, or monthly maintenance cleaning. With this approach, the total cost remains constant, regardless of the duration or number of cleaners required, ensuring a seamless booking process and a predictable expense for you.

By factoring in the condition of your home, we can ensure that our pricing is fair and tailored to meet your cleaning needs effectively. Our goal is to provide you with exceptional service while maintaining a consistent and transparent pricing structure.

To cater to your specific needs, we provide various cleaning tiers, and you have the flexibility to enhance our services with optional add-ons, tailoring the cleaning to match your unique requirements.

If there’s any particular service you desire that is not listed in our offerings, please feel free to contact our office. We are always eager to accommodate your requests wherever possible.

Additionally, should you decide to skip a scheduled service, there will be a $50 skip fee. This fee helps to ensure that our cleaners can efficiently maintain your home during the next scheduled cleaning. It ensures that we can continue delivering top-notch service and maintain the cleanliness and comfort of your living space. Additional Service fees you can find under 4)Payment & Service Fee Policies.

Adjustments to Original Estimates

For your convenience, we provide an initial price estimate before commencing any work. This is based on your description of your home’s size and the chosen cleaning service. However, we maintain the right to amend the estimated pricing, including relevant discounts, if your home’s actual size or conditions differ from the provided description or if the chosen booking options are deemed unsuitable.

Discount Policy for Recurring Cleanings

We provide discounted rates to clients who opt for Recurring Cleanings. The amount of discount is determined by the regularity of the service booked. Please be aware that if there’s a change in your scheduled frequency or if a cleaning is rescheduled such that it no longer aligns with your chosen frequency, we may adjust or revoke the discount for that session or subsequent ones. Should you benefit from a discount on your first cleaning due to committing to a recurring service, it’s essential to uphold this agreement by receiving and paying for at least one subsequent service. Failure to do so will result in a charge for the original discount amount.

Adjustment to Service Charges

Please note that to keep pace with operational expenses, we may occasionally need to adjust our service fees. However, we value transparency and your trust, so we will always ensure that any changes are communicated to you ahead of time.

Payment & Service Fee Policies

Payment is due on the day of each scheduled cleaning. Please leave your check on the kitchen counter. If you do not leave a check on the day of the visit, we will charge the credit card we have on file.

Deposit Policy

To secure your initial cleaning services, a $150 deposit is required at the time of booking your first appointment. This deposit will be promptly applied towards the total cost of your scheduled cleaning service. However, please be aware that if you cancel without giving us a week’s (7 days notice) prior to your scheduled date of service, the full deposit amount will be forfeited.

Late Payment Fee

If no payment is left for the team, we will email you an open invoice with a payment link. Please remit your payment immediately. If we do not receive your payment within 7 business days of your cleaning, a $10 convenience fee will be added to your cleaning. If payment is not received within 30 days, we will assess a $35 late fee to your account. Each month after the account is past due, an additional $35 late fee will be assessed to your account.

Returned Check Fee

A $35 fee will be charged for any check returned by the bank, plus the late fee for missing a payment due date.

Client Rescheduling

If, before your scheduled date of service, you need to push your cleaning a few days later or move it up a few days earlier, there are no fees as long as you provide a minimum of two business days’ notice.

Company Rescheduling

Weather, inaccessible driveways, holiday schedule changes, and cleaner illness are the only reasons we may not complete a cleaning on your scheduled day.

Late Changes or Cancellations

Valuing Our Cleaning Technicians’ Time. We take pride in ensuring that our cleaning technicians are scheduled effectively so that they can plan their workdays and income. To support this, if you need to adjust or cancel your service, please do so at least 2 business days before your scheduled date. This allows our office to rearrange the cleaners schedules and serve other clients. For any changes made without at least a 2 business day notice, there is a $100 fee to ensure our technicians are fairly compensated for their reserved time. If your cleaning falls on a Monday, kindly provide notice by 9 a.m. on the preceding Thursday to avoid this fee. We appreciate your understanding and commitment to respecting the hard work of our dedicated cleaners.

Skipping a Cleaning

Opting to miss a routine cleaning session results in an extended time between sessions, allowing more dirt to accumulate, which subsequently requires a more thorough cleaning the next time, leading our technicians to invest more time in the process.

To uphold the quality of our service and ensure a smooth workflow, we have implemented a $50 Skip fee. This fee assists our team in managing the additional cleaning workload for your next scheduled home cleaning.

In the case of multiple skipped sessions, additional charges may apply to cover the extra work needed to restore the house to maintenance condition during your next scheduled cleaning, any extra time needed to restore your space to its usual cleanliness will be charged at the regular hourly rate.

Please be aware that rescheduling or canceling a service with less than two full business days’ notice will incur a $100.00 charge, and no additional rescheduling fee will be applied.

Lockout Fee

To ensure our dedicated cleaning technicians continue to receive their deserved income, we have a policy that promotes effective communication. If there’s a need to cancel a cleaning service, we kindly ask that you inform us in advance. This way, we avoid instances where our technicians might not be able to access your premises upon arrival due to conditions such as double-bolt locks, unrestrained pets, or being turned away at the door. As part of our commitment to our hardworking technicians, a lockout fee equivalent to the full cleaning cost will be charged to help compensate for their reserved time should such an occurrence happen.

Suspension of service

If any of the above fees have not been paid, your service will be suspended until all fees have been paid in full. If service is suspended and you have not paid in full within 30 days, we will consider you to have terminated services.

Fee Remediation

We believe in maintaining a smooth financial relationship. If there are any outstanding balances with Happy Maids, you kindly agree to cover any reasonable collection and attorney’s fees to assist us in settling your account.

Flexible Service Terms

We respect your freedom to choose and operate on an at-will basis. Services can be discontinued at any point, with no implied contract. To facilitate a smooth transition, we kindly request a minimum of two full business days’ notice to avoid any cancellation charges.

Before having a cleaning some Important Information

1. Kindly ensure all toys, shoes, clothes, and other items are cleared from your floors. Neglecting to do so may result in longer cleaning times and potentially additional fees.
2. We have a closed-door policy: If there are any rooms you do not wish us to clean, please keep their doors closed. Conversely, rooms you want cleaned should have their doors open.
3. We request that you avoid cooking before or during the cleaning as we do not handle hot stoves.
4. If your appointment includes oven cleaning, please make sure your oven’s self-cleaning mode is finished a day prior to our visit. Instead of Easy Off, we now use a degreaser. If you prefer a different product, feel free to apply it in your oven and we’ll wipe it down.
5. If you have scheduled an interior refrigerator cleaning, please make sure it is as empty as possible. Try not to do your grocery shopping the day before and dispose of any expired items. If the fridge is too cluttered, we’ll have to cancel the cleaning. We’ll happily clean shelves, drawers, and other fridge parts if they’re disassembled before our arrival. To prevent damage, our staff will not disassemble or reassemble these parts.
6. If your service includes a change of linens, please lay the new linens on each bed before the cleaning. To respect your privacy, we won’t go through your closets. There is an extra $7.00 charge per bed for a linen change (we don’t change bunk bed linens due to insurance restrictions prohibiting our staff from climbing to the top bunk). All used linens will be left in the laundry room.
7. If you wish to include basement cleaning on the day of your confirmed appointment, please reach out to our office via call, email, or text. We are more than willing to accommodate your request, but we need to ensure that the change in the arrival times for subsequent appointments will not cause any inconvenience to other clients on the schedule. Additionally, we will adjust your cleaning fee accordingly to reflect the additional service.

Additional Services

Extra services can be arranged ahead of time. Alongside our standard cleaning routines, we also have a variety of supplemental services that can be included with your primary cleaning. You can add these services to any cleaning, either on a single occasion or regularly. For information on pricing and scheduling, please contact us at 847-382-0082 or via email at [email protected]. Requests for additional services should be made at least one business day prior to your scheduled cleaning, as they cannot be added on the actual cleaning day.

• Inside refrigerator cleaning
• Inside oven cleaning
• Interior window washing (within reach while using company provided step ladder)
• Washing inside cabinets (cabinets empty)
• Vacuum inside sofa
• Changing Linens
• Cleaning a finished basement
• Sweeping and removing cobwebs from an unfinished basement
• Sweeping and removing cobwebs from a garage

Below are the exclusions to our services

• Moving large or heavy furniture
• Heavy lifting above 25 pounds
• Cleaning of bodily fluids, mold, toys, pet waste, or other biohazards beyond normal bathroom cleaning Removal of mold
• Cleaning inside China cabinets, stocked closets, or drawers, clean behind glass or solid doors on shelving units or furniture
• Chandelier cleaning, Cleaning inside fireplaces, Washing walls or ceilings
• Area higher than 2nd step of our step ladder
• Emptying diaper genies is not something we do
• Cleaning inside the dishwasher, washing machine, or dryer
• Cleaning any part of a homes exterior- patios and decks
• We do not provide specialty cleaning like post-construction debris clean-up
• Wiping light bulbs, TV or computer screens, steam cleaning, or carpet cleaning
• Excessive trash or clutter- Cleaning extremely cluttered rooms is beyond our service list, as our cleaners need to safely navigate your home.
• Laundry and laundry folding
• We can assist in loading the dishwasher or cleaning around the dishes, but if the sink is excessively filled, we will not be able to clean it.
• We are unable to perform shopping or errands outside your home.
• Unfortunately, changing sheets on top bunk of a bunk bed is not in our service list.
• Cleaning areas that are difficult or unsafe to access
• Heavily soiled or unsafe areas are not within our cleaning boundaries. However, we can help by referring you to another company for these situations.
• We do not clean hard water or mineral stains or buildups that require more than standard cleaning supplies and tools.
• If a cleaning task requires supplies or tools beyond what we provide, it’s likely we can’t undertake it.

Equipment & Materials

All necessary cleaning tools and supplies are provided by us to ensure a comprehensive cleaning of your home.

Client’s products and equipment

At Happy Maids, we highly value the meticulous training our employees undergo to effectively and safely use the cleaning supplies and equipment provided by us. To ensure the highest standards of service, our technicians are instructed to exclusively use these specifically sourced materials.

Should a client choose to have our technicians use their own cleaning products, tools, or equipment, we must inform them that Happy Maids cannot assure the usual standard of cleaning. Additionally, we cannot be held responsible for any possible damage to surfaces or equipment, including items like vacuum cleaners, resulting from the use of these client-provided materials. We genuinely appreciate your comprehension in this regard, as our primary goal is to deliver exceptional cleaning services while ensuring the protection of your home and our equipment.

Quality Monitoring

To maintain our high-quality standards, our management conducts regular checks. These might be done post-cleaning when our cleaners have left your premises.

Accessibility: Providing our cleaners with access to your home is essential for the smooth execution of our services. If you are not available to grant access, we kindly request that you provide an alternate method, such as a garage or electronic door code. Alternatively, we offer a free secure lockbox service for your convenience. In the event that access is not possible, and our cleaners face a lockout, a fee equivalent to your routine cleaning charge will be incurred to compensate for the reserved cleaning time. Ensuring access arrangements are in place will help us maintain our commitment to delivering timely and efficient cleaning services.

Clutter

To ensure effective cleaning, a clutter-free environment is crucial. If clutter obstructs our work, we may be unable to finish within the scheduled time frame, and extra fees may be added. Please note that excessive clutter may result in the refusal of service. Your cooperation in maintaining a clutter-free space is greatly appreciated.

Safety Measures

We value the safety of our cleaning technicians. They are integral to our operations and their well-being is our priority. We kindly ask that you help maintain a safe workspace for them.

Keep the areas to be cleaned tidy and free from dangerous conditions. Please ensure that the indoor temperatures are conducive for them to work, by adjusting your air conditioning to 73 degrees Fahrenheit during warm weather. In winter, please assist us by salting driveways, walkways, and stairs to prevent slips and falls.

Because of insurance and safety guidelines our technicians must keep their shoes on while inside your home. They cannot move heavy objects, stand on furniture, or handle biohazards such as human or pet fluids, rodent droppings, or mold.

Please understand that we can only use a 2-step ladder inside your home. This might limit our ability to clean some high areas, but rest assured, we have extension poles that enable us to reach most parts of your home. Thank you for your understanding and cooperation in keeping our cleaners safe.

Security Systems

If your home has a security alarm, please disable it on your cleaning day or share the alarm codes and deactivation process with us. We will reactivate it before we leave, but we cannot take responsibility for any accidental triggers.

Pet Policy

If you have pets, please ensure their safety and cleanliness. Due to health and safety considerations, our teams cannot clean homes infested with fleas or remove animal waste. If a cleaner feels threatened by an animal in your home, we reserve the right to refuse service.

Gratuities

While gratuities are not mandatory, they are a heartwarming way to recognize the exceptional work performed by your cleaner. If you wish to show your appreciation through a tip, we suggest considering an amount equivalent to 10 to 20% of the cleaning cost. Adding a tip is easy and convenient. You can do so by using our “Add a Tip Form” and include the amount on your credit card either as a one-time or regular transaction. Alternatively, when participating in our SCORECARD survey, you’ll have the opportunity to include a tip. For those who prefer to offer a cash gratuity, we kindly request placing it in an envelope clearly labeled or marked for our cleaning professionals. This ensures that it is unmistakably intended for them. Your thoughtfulness and generosity in showing gratitude to our hardworking cleaners are genuinely appreciated. It motivates them to continue providing top-notch service to you.

Damages & Breakage

From time-to-time small items will be knocked off a shelf when dusting, etc. We will provide credit for incidental damages of up to $200 for future services. Above that, you will need to file a claim with your homeowners’ insurance for damages caused by the routine nature of the cleaning. Our insurance provider will handle damages due to negligence or malpractice on our part.

We can’t take responsibility for damage to inherently unstable or fragile items, like top-heavy objects with weak bases, unsteady items, or improperly hung pictures. Such instances are seen as potential accidents regardless of the care taken by our staff. Due to the fragile nature of old window blinds, we can’t accept liability for any damage caused during cleaning. If this is a concern, notify our office about the areas to avoid, and we will update your home details.

To minimize risk, relocate any delicate, unstable, or costly items from areas being cleaned, or ask us to bypass those areas.

Please inform us about any fragile furniture or areas to prevent potential damage.

In addition, we will only use Happy Maids-approved products for cleaning your home. If you ask that we use your product, you assume all liability responsibility for any damage to your home caused by your products.

Solicitation

At Happy Maids, we take great pride in our meticulous recruitment, hiring, and training processes, which have enabled us to build a highly skilled workforce. We place significant emphasis on ensuring that our employees are the perfect fit for our range of services.

We kindly request our valued clients not to directly seek or engage the services of our employees, except through the Happy Maids office. Our employees have committed in writing not to accept any direct employment offers from clients of Happy Maids. This agreement remains valid throughout their tenure with Happy Maids and extends for a year following their departure.

We urge our clients not to request our employees for any additional work or direct employment beyond the terms of their contract. Such actions could place our employees in an uncomfortable position and adversely affect our business operations.

Please be aware that if clients solicit the services of our workers during their contract or within a year after its termination, it will be considered a deliberate interference with Happy Maids’ contractual rights. In such cases, we may seek damages and attorney’s fees as allowed by law. Our primary goal is to maintain a fair and respectful environment for both our clients and employees. Thank you for your understanding and cooperation.