Maid Kept reserves the right to modify, update, or change these terms and conditions at any time without prior notice. It is your responsibility to review the terms periodically for any updates or changes. Your continued use of our website or services after any modifications or changes constitutes your acceptance of the revised terms.

Any disputes arising from or relating to the use of Maid Kept’s website or services shall be governed by and construed in accordance with the laws of the State of Georgia, United States, without regard to its conflict of law principles. You agree that any legal action or proceeding arising out of or related to these terms and conditions shall be filed exclusively in the state or federal courts located in Marietta, GA, Cobb County, and you consent to the personal jurisdiction and venue in such courts.

Please consult with a legal professional to ensure that you fully understand your rights and obligations under these terms and conditions, as well as any applicable laws and regulations.

CANCELLATION AND RESCHEDULING POLICY

We understand that sometimes you might need to cancel, reschedule, or skip your cleaning service. If you need to do this, please let us know at least 48 hours in advance. You can make changes online at Maidkept.com, by emailing fresh@maidkept.com or by texting 404.777.KEPT.

If you cancel within 48 hours of your scheduled service, you will be charged 50% of the original booking cost. If you cancel with less than 24 hours’ notice, if our team can’t access your home, or if the condition of your home is different from what was agreed upon, you’ll be charged the full price of the cleaning. In this case, the hold on your card will become a cancellation fee.

If you reschedule within 7 days of the original date, the upcoming appointment will be recharged for the full appointment amount. Canceling a rescheduled appointment will result in 100% of the payment being forfeited as the cancellation fee.

Please avoid rescheduling with the intent to cancel in the future, as this will result in the applicable cancellation fees.

We try our best to fit your schedule, but to keep things running smoothly, we have a rescheduling policy for recurring subscription services:

• First reschedule: $10 fee
• Second reschedule: $25 fee
• Third+ reschedule: $75 fee

Your future cleanings will stay the same unless you tell us otherwise. To stop your regular cleanings, you can do it online, email us at fresh@maidkept.com, or text 404.777.KEPT.

Please note that our recurring services come at a discounted rate. If you cancel or skip after just one cleaning, you’ll be charged our regular One-Time Cleaning rate. This also applies if you skip more than two services in a row.

ACCESS POLICY

The most preferred and convenient methods for granting access to your residence are leave a key with Maid Kept, or grant remote access. Any keys in our possession are coded securely without any personal information or address attached to them for your security. If you have an alarm system, please provide access details or diary remotely. For your safety, we do not accept or return keys by mail, and keys may only be given to a Maid Kept professional in person. If it is not possible to leave a key with Maid Kept, you may meet the service provider at your residence. If our team is unable to gain access to the service area in or on a property within 20 minutes of checking in due to the client, a lockout fee of $150 will be added to the final service.

Access to the home should include proper access heating, cooling and ventilation, working utilities and running water. 

PAYMENT POLICY

Maid Kept accepts all major credit cards, and full payment is due on or before the day of your cleaning service. Your credit card information is kept on file and is encrypted and secured. A hold may be placed on your card 24 to 72 hours before your scheduled service. Your account will be charged the balance due, plus any fees, costs for additional time requested, costs of additional tasks requested, and add-on services, on the day of your cleaning to the card on file, unless you have pre-arranged an alternative form of payment with Maid Kept in writing to fresh@maidkept.com or with a live Maid Kept agent over the phone. Please note that there is a $35 fee for any returned checks.

TIPPING POLICY

Tipping is optional and not required. It is solely at the discretion of the customer to provide a tip to our cleaning staff as a gesture of appreciation for their hard work and excellent service. You may add gratuity to the card on file or give it directly to your Keepers. Any direct payments to Keepers will be assumed as gratuity and not as payment for the original service.

CLIENT CONDUCT

At Maid Kept, we expect all clients to treat our staff with respect and professionalism. Harassment, discrimination, or any form of abusive behavior towards our agents, employees, contractors, or subcontractors will not be tolerated. It is the responsibility of clients to provide a safe and appropriate working environment during service visits.

NON-SOLICITATION

We have a strict policy against clients soliciting services directly from our agents, employees, contractors, or subcontractors. Engaging in hiring or attempting to hire our personnel outside of our official channels is strictly prohibited. Requests for specific cleaners should be made through Maid Kept directly, ensuring proper scheduling and service coordination.

PENALTY FOR NON-SOLICITATION VIOLATION

If a client is found to have solicited services directly from our staff, resulting in the staff member accepting private work outside of Maid Kept, the client will be subject to a penalty fee of $500. This fee covers the costs associated with the breach of our service agreement and the disruption of our business operations. By engaging our services, you agree to adhere to this policy and understand that violations will result in the stated penalty.

REFUSAL OF SERVICE

Maid Kept reserves the right to refuse, reschedule, alter, cancel, and/or terminate service if a client engages in conduct that violates our policies, is unlawful, or poses a risk to our staff or their well-being. This includes failure to comply with payment obligations, mistreatment of our staff, misrepresentation of services, or creating an unsafe environment. We strive to provide a respectful and inclusive service experience, and any behavior contrary to these principles may result in the refusal of service.

PAYMENT METHOD

Maid Kept accepts payments for services rendered through electronic means only. We do not accept cash payments for services. Customers can make payments using credit cards, debit cards, or other forms of electronic payment methods, as specified by our invoicing or billing processes.

REASON FOR NOT ACCEPTING CASH PAYMENTS

For security and transparency reasons, we have implemented a policy of not accepting cash payments. This allows us to maintain accurate records of all transactions, ensures the safety of our crews, and minimizes the risk of theft or loss of cash.

We appreciate your understanding and cooperation with our policies. Should you have any questions or concerns, please feel free to contact our customer service team for further assistance at 404.777.5378.

SCHEDULING

We aim to have the same cleaner clean your home or office regularly, however, it isn’t guaranteed. Maid Kept may occasionally provide a replacement cleaning professional, alternate days and times, subject to availability. Our arrival window is generally 2 hours to account for traffic, weather, and any unforeseen events. When booking with Maid Kept, we aim to arrive at your specified time using the number of Keepers you request and appreciate your flexibility in regard to scheduling labored services when this is not possible. 

SERVICE CHARGES

Please note that our service is billed on an hourly basis once cleaning begins. While we strive to provide accurate estimates for service times, it’s important to understand that unforeseen circumstances or additional requirements may extend the duration of the service for our customers who are responsible for payment for time used on all booked services. 

Therefore, unless explicitly stated otherwise, any additional time beyond the estimated duration will be billed at our standard hourly rate. We believe in fairness and want to ensure that our customers are only charged for the actual time spent on their service. Our team has GPS tracking for arrival and departure times and a clock in system using our company software for time verification. 

24 HOUR HAPPINESS GUARANTEE

Cleaning services are personal and human performed. We realize that occasionally an area may not be cleaned to your satisfaction. While we are unable to offer a refund, Maid Kept will happily re-clean any area that you are not satisfied with that was included in your original order. Let us know of issues or concerns within 24 hours of your cleaning and we will do our best to make it right. We cannot guarantee mold removal or extras added during time of originally schedule service.

REFUNDS

While we are unable to offer a refund, Maid Kept will happily re-clean any area that you are not satisfied with that was a part of your original order. If a re-clean is not possible or unable to be completed in 7 business days, Maid Kept will offer complimentary service credit for up to 2 hours, added in the form of an account credit which can be used for up to 90 days from the date of service at Maid Kept. Email us at fresh@maidkept.com detailing any issues or concerns within 24 hours of your cleaning and we will do our best to make it right. We cannot guarantee mold removal or extras added during time of originally schedule service.

By accessing or using the Maid Kept website or services, you acknowledge that you have read, understood, and agreed to be bound by the following terms and conditions. If you do not agree with any part of these terms and conditions, please do not access or use our website or services.