Maid Kept Service Policy

Last Updated:  February 10 2025

1. Introduction

Maid Kept strives to deliver high-quality residential and commercial cleaning services. We operate as both a direct service provider and an agency, utilizing employees and subcontractors to complete services. By booking with Maid Kept, you agree to these policies. Please read carefully to understand your rights and responsibilities.

2. Service Agreement

a. Scope of Services

• Services are customized based on the details provided at the time of booking.

• Any changes in service scope (e.g., excessive dirt, buildup, clutter, pet hair, or limited access to utilities) may result in adjusted pricing. Clients will be notified before additional charges are incurred.

• Services may be completed by Maid Kept employees or subcontractors.

b. Service Limitations

• Maid Kept does not handle hazardous materials, biohazards, or surfaces requiring specialized cleaning beyond standard services.

• We do not move heavy furniture or handle personal belongings without explicit consent from the client.

• Maid Kept ensures that both employees and subcontractors are vetted and trained to meet company standards.

3. Booking, Rescheduling, and Cancellation

a. Booking Confirmation

• Bookings are confirmed via email and SMS, which include a link to these service policies.

• Clients must have a valid payment method on file to confirm their booking.

b. Rescheduling and Cancellation

1. Cancellations:

   • Cancellations within 48 hours of the appointment will incur a fee of 50% of the original service cost.

   • Cancellations within 24 hours or failure to provide access will incur a fee equal to the full service cost.

2. Rescheduling:

   • Rescheduling within 48 hours of the appointment requires full prepayment of the service and incurs a $50 rescheduling fee.

   • Rescheduled appointments must take place within 7 calendar days of the original appointment. If the client fails to keep the rescheduled appointment, all payments and fees will be forfeited.

   • If a client reschedules within 48 hours and later cancels, the full prepayment remains non-refundable.

3. Lockout Policy:

   • If our team cannot access the property within 20 minutes of arrival, a lockout fee of $50 will apply, along with the full cost of the original service.

   • Delays beyond 40 minutes will result in the appointment being marked as canceled (no-show). The client must reschedule and prepay all late fees and service costs before confirming a new appointment.

   • If the client reschedules the appointment within 7 calendar days, Maid Kept may apply a courtesy creditat its sole discretion. This credit is not guaranteed and is subject to prepayment of the new appointment.

4. Payment and Billing

a. Payment Processing

• Maid Kept accepts all major credit and debit cards. Payments are processed securely in compliance with PCI DSS (Payment Card Industry Data Security Standards).

• A hold may be placed on your card 24-72 hours prior to service.

b. Additional Charges

• Additional time or tasks required due to excessive dirt, pet hair, or buildup will result in added charges.

• Clients will be notified of any changes to the service scope before charges are applied.

c. Refund Policy

• Refunds are reviewed on a case-by-case basis and are not guaranteed.

• Clients must report service issues within 24 hours of completion, including photo evidence.

• Maid Kept will first offer a correction clean within 7 business days.

• If a correction clean is not possible, a service credit or gift card (valid for 90 days) will be issued.

• A $75 travel and supplies fee is non-refundable under all circumstances.

5. Client Responsibilities

• Ensure a safe and accessible environment for cleaners.

• Ensure utilities (water, electricity, HVAC) are functional during service.

• Secure valuables and provide specific instructions for fragile or high-value items.

6. Chargeback and Dispute Policy

a. Documentation for Chargeback Defense

In the event of a chargeback dispute, Maid Kept will provide:

• Email confirmations and booking details.

• Before-and-after photos documenting service completion.

• GPS timestamps and checklists verifying attendance and task completion.

• Communication logs with the client.

b. Fraudulent Chargebacks

Fraudulent chargebacks will be contested. By booking a service, you agree to be responsible for all legal fees, collection costs, and damages incurred by Maid Kept in resolving disputes.

7. Tipping Policy

• Tipping is not required but appreciated. Clients may tip directly or via the payment system.

• Any direct tips are considered gratuity and not part of the service cost.

8. Non-Solicitation Policy

• Clients may not solicit Maid Kept employees or subcontractors for private work outside of official bookings.

• Violations of this policy will result in a $500 penalty fee to cover operational losses.

9. Liability and Damages

• Maid Kept is licensed and insured for your protection.

• Subcontractors are required to carry their own liability insurance and provide proof of coverage upon request.

• Clients must report damages within 24 hours with supporting documentation.

• Claims are reviewed case-by-case, and compensation is at Maid Kept’s discretion.

10. Right to Refuse Service

Maid Kept reserves the right to refuse or terminate services if:

• The property is deemed unsafe.

• The client fails to meet payment or access obligations.

• Staff (employees or subcontractors) are subjected to abusive or unprofessional behavior.

11. Subcontractors vs. Employees

• Maid Kept uses both employees and subcontractors to complete services. All workers are:

  • Vetted through background checks.

  • Trained to meet Maid Kept’s service standards.

• Subcontractors are independently responsible for carrying appropriate liability insurance.

• Clients can expect the same level of quality and professionalism, regardless of whether the service is performed by an employee or subcontractor.

12. Policy Updates

These policies may be updated periodically. Clients will be notified of significant changes via email, and updates will be reflected on our website.

Contact Information

If you have questions or concerns about this policy, please contact us:

Email: fresh@maidkept.com
Phone: (470) 333-5378
Website: MaidKept.com

By booking a service with Maid Kept, you acknowledge and agree to these terms and conditions mentioned in our Maid Kept Service Policy.