Our insurance is the best available. We're not just bonded, but we also have liability, crime and employee accident coverage. Your home, our service providers and MaidPro are included in the coverage. Insurance validation certificates are available upon request.
MaidPro realizes the nature of cleaning requires our staff to touch virtually all items within one's home or office. If any damage/loss does occur, simply notify MaidPro with 48 hours of the cleaning date.
Please refer to our breakage and loss policy for additional information.
MaidPro must be able to access your home to provide services. There are three choices:
1) Most MaidPro customers leave a key to their home at our office, and we take extreme measures to protect each key. Your key will be kept safe and secure in our key safe and coded for security.
2) If it is not possible to leave a key with MaidPro, you may meet the service provider at your residence. Please refer to our Cancellation Policy should MaidPro be unable to access your home.
3) if neither of the above is possible, please make alternate arrangements with your local MaidPro office.
By far, the most efficient and problem-free way for everyone is for you to give us a key. That way you don't have to wait around to meet the service providers.
Your key is coded as soon as it enters the office. It will be stored in a locked key storage box to which only MaidPro management has access. The day of your scheduled cleaning, your key is matched to your job ticket. Upon returning to the office, the service provider returns all keys to management who then places them back into the secured storage box.
Our teams vary from office to office and job to job. Generally, our service providers work in teams of one or two. Sometimes we have teams of three or more. When more than one person is at the job, the quoted time -- which was given in labor hours -- is lessened by the number of people. For example, if you were scheduled for a two-hour service and two service providers are assigned to your job, the cleaning should be completed in one hour or two labor-hours.
We make every effort to send the same service provider(s) each time. Occasionally there may be a change in service providers due to illness, day off, vacation or they may no longer work for MaidPro. Therefore, it is not possible for us to guarantee the same individual/team for each cleaning. In the event of such an occurrence, MaidPro will find a replacement. MaidPro provides an extensive training program to each of our employees to ensure consistent cleaning techniques throughout our staff.
All service providers attend "MaidPro University" prior to entering your home. MaidPro University includes orientation to our company, a session on cleaning, cleaning videotapes, situation role-play, and a session on driving. Employees are then assigned to trainers who supervise them on their first several cleanings. After a formal review with the trainer and management, the service provider is then assigned to a team.
MaidPro gladly accepts the following forms of payment: MasterCard/Visa, cash or check. Payment is due at the time of service. One-time cleanings require a credit card payment. For your convenience, a credit card number may be left on file with MaidPro to use in the event you should forget to leave your payment at the time of the cleaning. Otherwise, a $10.00 non-payment fee will be incurred. A $25.00 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.
Fees are based on the size and condition of your home. When you receive the initial estimate, it is just that -- an estimate. Once the service providers enter your home for the first time, they should have a better sense of exactly how long the cleaning should take. As soon as they become aware of a discrepancy between the estimate and actual time needed, they immediately contact MaidPro management who will try to contact you to discuss the difference. Very often, first-time cleans or one-time cleanings may require additional time and an additional fee. If this is the case, you will be contacted by management prior to authorizing the service providers to spend more time in the home.
If you are pleased with the work done in your home we encourage you to show your appreciation to your service provider. Although not required, a gratuity is a powerful way to say "I appreciate your work." Even a note from you, simply saying "thanks for a job well done" means a great deal.
If it is necessary to cancel/skip your regular cleaning day, MaidPro merely requires a 2 business day notice. If MaidPro receives less than a 2 business day notice, or can't access your home, it will be necessary for us to charge the full price of your cleaning. Future scheduled cleanings will remain unchanged. Please be sure to submit in writing any termination of regularly scheduled cleanings. Do not inform the service providers of any changes to your schedule -- it must be done directly with the management of your local office. Note that recurring service is priced at a discounted rate. Should you choose to cancel recurring service after only one cleaning, please note that our regular One-Time Cleaning charges apply.
If your scheduled cleaning falls on a holiday MaidPro observes, we will be sure to contact you to reschedule your cleaning.
Since cleaning is a very personalized and subjective service, we leave a comment card after each cleaning for your feedback. In addition, you may call your local office directly, or even visit this website to let us know how things went -- good or bad. We encourage you to take the time to complete and return (postage is pre-paid) the comment card or send us an email. This feedback is essential to serve you better, to correct any problems and to praise those service providers who meet and exceed MaidPro's expectations.
By entering into a service agreement with MaidPro, you agree not to hire a present or past MaidPro staff member introduced to you by MaidPro for any home-related service. If you do wish to employ such a staff member, our referral fee is $2,500.