Keys and Alarm Systems
Most MaidPro customers leave a key to their home at our office, and we take extreme measures to protect each key. We assign every customer key a security code and store it in a key safe. Managers will access your key the day of your scheduled cleaning, and then return it to the safe by the end of the day. No identifying information is ever put on any key. Also for your safety, we do not return keys by mail. Customers must come in person to the MaidPro office and present a picture ID before a key will be released.

If you have an alarm system at your home and it is simple to operate, you can give instructions on its operation to your MaidPro office. However, if your alarm system is complicated, we prefer that your alarm be left off on the day of the cleaning. Please refer to our breakage and loss policy for additional information

Employees
Our employees are very important to us, and we are very serious about keeping them safe, so they do not use ladders or move anything heavier than 35 lbs. These types of activities put our employees in danger of back injury or could even damage your flooring. If you would like us to clean behind appliances like a refrigerator, oven or sofa, please move it prior to the cleaning to allow access to the desired area.

Bleach
We will not bring bleach into a home to use as a cleaning product. If you request us to use bleach supplied in your home, please be aware that we will not be responsible for any damage caused by your bleach.

If it is necessary to cancel/skip any scheduled cleaning day, please notify MaidPro 2 business days before the scheduled day. That will allow us to reassign the service provider or team to another appointment. If MaidPro receives less than 2 business days' notice, or can't access your home, it will be necessary for us to charge the full price of your cleaning.

To ensure that all your needs are addressed, please correspond all requests and changes directly to your MaidPro office manager. Please do not communicate these important details with service providers. If for some reason you wish to terminate your MaidPro services, please be sure to submit this in writing to your local MaidPro office.

If you wish to wait for your provider to give them access into your home, please realize that we can give arrival windows of about 4 hours, such as 9 am -1:00 pm or 11am - 3:00 pm. Many things can affect our schedules, such as cancellations, lockouts or customers adding services. We want to save you time, not make you waste it waiting for us to arrive. Leaving a key at the MaidPro office is the most efficient way for you to provide your service provider access to your home.

Payments
For your convenience, MaidPro gladly accepts the following forms of payment: MasterCard/Visa, cash or check. Customers will need to pay for their cleaning at the time of service. One-time cleanings require a credit card payment. Customers may leave a credit card number in a secured file with MaidPro to use in the event you forget to leave your payment on the scheduled cleaning day.

A $10.00 non-payment fee will be incurred if payment is not made on the scheduled service day, and 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.

Refunds
Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with MaidPro. Please see our 24-hour guarantee if you are dissatisfied with your cleaning. There are no refunds for gift certificate purchases.

Tipping
MaidPro never requires tipping, but it is a powerful way to say thank you to your service provider. Remember your appreciation need not be monetary. A personal note from you expressing your appreciation for their service can mean a great deal.

Should you wish to hire a present or past MaidPro staff member for any home-related service outside of your agreement with MaidPro, our referral fee is $2,500. This fee is due within 30 days of notification from MaidPro. If the fee is not paid, MaidPro reserves the right to pursue other methods of collection.

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