Policies & Procedures

Policies and Procedures

Arrival Time/Hours

Our hours of operation are from 8:00 a.m. to 6:00 p.m. Our technicians arrive at our first house between 8:00 and 8:45 and the last house by 3:00 p.m. We cannot guarantee an exact arrival time unless you are our first client of the day. However, we can provide a 2-hour window of our estimated arrival time if you call the office the day before your scheduled work. Please allow us to plan our arrival between 8:00 a.m. and 3:00 p.m. We will strive to meet your requested arrival time but cannot guarantee it.

If you want to wait for us to arrive, please be home during the estimated time window to let the service provider into your home. If no one is home or we are turned away, a cancellation fee will be charged (see Cancellation Policy.)

Scheduling

When we schedule your appointment, we reserve a day and time for you and you alone. Our workers depend on your job being there to earn their salary, so cancellations cost them dearly. Like you, they expect a consistent, steady income; if it is not received, they start looking for other employment.

Fees

Hourly rate fees are $45 per hour per maid. (There is a 3-hour minimum to come and complete any cleaning service.) If you are scheduled with only one maid, they will be there for at least 3 hours. If you are scheduled for two maids, they will be there for a minimum of 1.5 hours.

We reserve the right to adjust our rates and policies at any time.

Tips are always appreciated but not required. They are a powerful way to say thank you to your service provider. Feel free to add your tip to your payment or leave cash in a marked envelope.

Cancellation Fee

We require cancellations to be communicated to us 48 hours (2 full working days) in advance to avoid charges. We have held your spot and turned down business so as not to interrupt your service. Cancellations communicated less than 48 hours (2 full working days) before the appointment will be charged a $50 cancellation fee.

We reserve the right to deny or terminate service because of safety concerns and inappropriate or uncomfortable situations.

Notify the Office

All cancellations must be made by phoning the office at (615) 400-6424 or emailing Support@maidnashville.com.

Lock Out/Turned Away Fee

If we arrive on our scheduled day and are turned away at the door or cannot get in, we will charge a total price for your scheduled work.

Parking

Suppose there is no free public parking within one block of their home. In that case, our clients are responsible for providing our associates with a permitted parking space or a valid parking permit or covering all parking fees incurred while performing services.

Payment

We accept VISA, MasterCard, American Express, and Discover. You also have the option to pay cash or check. If preferred, we can send you a payment link if you choose to pay via electronic check. Payment is due the day of your cleaning. We require a credit card to be on file to schedule the cleaning. Any Debit / Credit card payment will be charged a 3% Transaction fee. We will charge your credit card on the day of service unless you pay cash before the worker(s) leave your home. Accounts will be forwarded to our collection agency if we cannot collect past-due payments.

Solicitation of Staff

By using our services, you agree not to solicit for hire any staff member introduced to you by De-Luxe Flooring for any home-related service. If you are found to have solicited one of our staff, please be advised that our referral fee is $3,500.

Supplies

We bring our supplies and tools because (1) we have tested our products to ensure quality results, and (2) our employees are trained in their proper use. If you prefer a product we use, you can provide it, and we will use it according to your preferences.

Ladders

Our associates come with a 2-step ladder. We are unable to use client ladders or climb higher than two steps.

Moving Furniture

We will move "light" furniture, not refrigerators, stoves, washers, dryers, or other heavy furniture. We will try to reach all visible places by hand or with an extension duster. We are not permitted to lift over 20 pounds.

Pets

Your pets are members of your family, and we respect that. We realize that we are coming into their home. The pets are afraid, overly friendly, or aggressive due to a stranger being in their home. We require that pets be placed up. This can consist of a kennel, a room we are not cleaning, a backyard, or someone there to help manage while we are cleaning.

Insects

Insect infestation can be a problem and may prevent us from working within your home. Suppose an infestation of ants, termites, roaches, fleas, bed bugs, or other insects is encountered. In that case, we will begin work once the problem has been rectified. Please do not expect us to clean up dead insects you've sprayed (e.g., ants). We will leave you a note or call you regarding the problem.

Damages

Accidents do happen. If we are responsible for damages or items in your home, we will leave a note for you on the day of the project. We make every attempt to repair, replace, or pay for any items that we have damaged.

We will not assume liability for pre-existing damages, scratches, or dings in windows, paint, furniture, floors, walls, or items not secured properly (e.g., heavy pictures hanging from thumbtacks, not appropriately anchored to walls). Items of monetary or sentimental value should be put away on the day of service.

Release of Liability

Complaints / Re-Work

Any complaints regarding the service must be reported to the company within 24 to 48 hours from when the service was completed. This should be sent to support@maidnashville.com. Please include the customer's name, address, contact information, service date, and detailed description of each complaint. Pictures and videos must be provided. We must schedule the service within 48-72 hours of being notified.

Safety

The safety of our employees is paramount. We cannot move heavy objects, flip mattresses, or clean up vomit, blood, urine, or excrement to decrease the risk of injury. If an employee feels that their safety is in danger and must leave the job site, the client is still responsible for the total job cost.

Fire Arms

For our protection and yours, if you have firearms, please store and lock them away before we work in your home. We will not work in any room where a gun is visibly present.

Please feel free to reach out to us if you have additional questions!

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