Customer Guidelines

Getting an Accurate Estimate

Because we do not perform in-home walkthroughs before most appointments, your quote is based entirely on the information you provide when booking. To give you the most accurate estimate, please be honest and detailed about the size of the home, the number of bedrooms and bathrooms, the current condition of the home, the presence of pets, excessive buildup, clutter levels, specialty surfaces, special requests, and any extra services needed.

If the actual condition of the home is significantly different from what was described, additional time or charges may be required. When that happens, we will contact you before doing any work outside the original scope whenever possible. If we cannot reach you during the visit, our team will proceed only with the originally approved scope of work.

First-Time Cleanings vs. Recurring Maintenance

Initial cleanings and maintenance cleanings are different services. A first visit, or a catch-up cleaning, often takes longer because we are bringing the home up to maintenance standard. Homes with heavy buildup, accumulated dust, neglected bathrooms, excessive soap scum, grease, or a long stretch between cleanings may need additional time.

Recurring service is designed to maintain an already clean home. If recurring service has been skipped, repeatedly rescheduled, or the home needs substantially more work than usual, additional time or charges may apply. We will let you know whenever possible before proceeding.

Understanding Cleaning Time

Our services are scheduled based on labor hours, not necessarily clock hours. For example:

• 1 technician for 4 hours = 4 labor hours
• 2 technicians for 2 hours = 4 labor hours
• 3 technicians for 2 hours = 6 labor hours

Team size may vary based on scheduling, efficiency, and operational needs. Your visit ends when the approved labor time has been completed, unless additional time is authorized.

Special Requests and Add-On Services

Any request outside your normal cleaning scope must be arranged through the office before your appointment. Examples include inside oven cleaning, inside refrigerator cleaning, interior windows, baseboards, hand washing dishes, laundry services, additional bed linen changes, blinds, light wall mark wiping, extra detail work, and deep buildup removal.

Our technicians are not authorized to approve pricing, discounts, scheduling changes, or permanent scope changes at the home, so please do not arrange service changes directly with them.

Preparing Your Home

A little preparation helps us deliver the best possible results. Before we arrive, please:

• pick up toys, clothing, paperwork, and general clutter
• secure pets
• make sure all rooms to be cleaned are accessible
• provide your access instructions
• notify us of any special requests in advance
• make sure utilities are working

Please do not feel the need to pre-clean your home. A quick pickup is helpful, but there is no need to clean counters, bathrooms, kitchens, or floors before we arrive. Our focus is cleaning, not organizing. If excessive clutter prevents efficient cleaning, limits access, or creates safety concerns, service may be limited, repriced, or rescheduled.

Access to Your Home

The smoothest access options are an electronic door keypad, a garage keypad, or a lockbox. If you choose to leave a door unlocked or hide a key, we will only enter with your clear permission. For security reasons, Amazing Maids does not store house keys. If our team cannot access the home at the scheduled appointment, lockout fees may apply.

Utilities and Working Conditions

For us to clean effectively, we need running water, working electricity, and safe indoor temperatures. Recommended indoor temperatures are at least 68°F in winter, and 72°F to 74°F in summer, no higher than 78°F. If utilities are unavailable, service may need to be rescheduled.

Our Cleaning Products and Equipment

We provide all products, tools, and equipment needed for your cleaning. Our technicians are professionally trained on the products we use and how to apply them safely to different surfaces. Because of safety, training, and liability considerations, we do not clean using customer-provided products or equipment.

If your household has allergies, sensitivities, infants, pets, specialty finishes, or delicate surfaces, please notify us in advance so we can plan accordingly.

Laundry

Laundry is not included in standard residential cleaning unless it is specifically quoted and scheduled in advance. That includes washing, drying, folding, switching loads, and organizing laundry areas. These are separate services unless otherwise agreed.

Bed Linens

We are happy to change bed linens for the number of beds included in your original quote. If you would like additional beds serviced, please let the office know before your appointment so we can allocate enough time. Requests made at the home may not be able to be accommodated.

Dishes

As a courtesy, our team may load a small number of dishes into the dishwasher to free up the sink for cleaning. We assume any dishes already in the dishwasher are dirty, and that dishes left in the sink are dishwasher safe. If dishes are clean, fragile, hand-wash only, or need special handling, please make arrangements beforehand. A large amount of dishes, or any hand washing, is an add-on service and may carry additional charges.

Trash

We empty interior trash receptacles as part of normal service, and bagged trash may be placed in your outdoor trash barrel if it is safely accessible. We do not provide bulk trash removal, hauling, excessive waste removal, or disposal services.

Recycling and Compost

Our team takes bagged recycling to your outside bins as part of our standard service. We do not sort recyclable materials by type, so any sorting should be done by the homeowner before our visit.

We do not handle or remove compost items. Composting guidelines vary by town and household, so homeowners are asked to manage this on their own.

Pets

We love pets. For everyone's safety, we ask that pets be secured during the cleaning whenever possible. If pets remain loose, service may be limited, our technicians may avoid certain areas, and we cannot guarantee full cleaning access.

Our team cannot feed pets, walk pets, give medications, clean up pet accidents, or supervise pets outdoors. Aggressive or unsafe animals may require us to suspend service.

Valuables and Fragile Items

Our team treats your home with great care. Even so, we ask that fragile, delicate, sentimental, or high-value items be secured before service. Examples include collectibles, figurines, curio cabinet contents, antiques, heirlooms, unsecured artwork, unstable decorative items, and fragile glassware.

We cannot take responsibility for damage caused by pre-existing instability, improper mounting, unsecured placement, hidden defects, or items that are not reasonably safe to handle.

Cleaning Day Arrival Windows

While we are unable to guarantee exact appointment times, we do provide scheduled arrival windows. Typical windows are first appointments between 8:00 and 9:00 am, and afternoon appointments between 11:00 am and 2:00 pm. Arrival times may vary due to traffic, weather, schedule changes, service extensions at earlier appointments, and routing adjustments. If timing becomes significantly delayed, our office will reach out to you.

Technician Access During Service

To provide the most efficient cleaning possible, we recommend minimizing interruptions, limiting unnecessary foot traffic, and making sure all rooms scheduled for service are accessible. Cleaning around active meetings, sleeping household members, ongoing work calls, or blocked rooms may reduce what we can complete within the approved labor time.

Communication During the Visit

All service-related communication goes through the Amazing Maids office. This includes adding or removing services, pricing questions, scheduling changes, recurring scope changes, complaints, and special instructions. Our technicians are not authorized to approve discounts, refunds, service credits, pricing adjustments, recurring service changes, or schedule modifications. This protects both you and our team by keeping communication clear and accurately documented.

If We Need Approval During the Cleaning

If our team encounters conditions that require your decision, such as heavier buildup than expected, extra requested work, unsafe conditions, additional time needed, or access limitations, we will attempt to contact you. If we cannot reach you, we will continue with the originally approved scope only. We will never assume approval for additional billable work.

What Is Included in Standard Residential Cleaning

Your cleaning includes the services outlined in your selected package and original quote. Standard service generally covers cleaning and sanitizing of normal household living spaces, bathrooms, kitchens, and commonly used surfaces. Specific inclusions depend on your selected service level.

What Is Not Included in Standard Residential Cleaning

Unless specifically quoted in advance, the following are not included: laundry, hand washing large quantities of dishes, organizing, decluttering, interior appliance detailing, wall washing, heavy buildup removal, construction cleanup, post-renovation dust removal, exterior cleaning, garage cleaning, attic cleaning, unfinished basement cleaning, patio cleaning, deck cleaning, porch cleaning, pressure washing, outdoor debris removal, exterior window cleaning, chandelier detailing, specialty restoration work, hazardous cleanup, and biohazard cleanup.

Exterior Areas

Amazing Maids provides interior residential cleaning services only, unless otherwise specifically quoted. Exterior services are not included, such as patios, decks, porches, garages, driveways, exterior windows, pressure washing, outdoor furniture cleaning, and yard debris removal.

Biohazard and Hazardous Materials

For health, safety, liability, and training reasons, certain conditions fall outside our scope. We do not clean blood, vomit, urine accidents, human waste, animal feces, excessive pet accidents, bodily fluids, needles, hazardous chemicals, unknown substances, or contaminated areas. These require specialized handling.

Mold

We do not provide mold remediation. Minor soap scum and normal bathroom discoloration may be cleaned as part of standard service, but suspected mold treatment, removal, or remediation is outside our scope.

Pest Infestations

For safety reasons, we may refuse or pause service in homes with active infestations, including but not limited to cockroaches, fleas, bed bugs, rodents, excessive ants, or other unsafe pest activity. Service may resume once the issue has been professionally addressed.

Plumbing, Sewage, and Overflow Conditions

We cannot clean sewage backups, toilet overflows, plumbing failures, contaminated standing water, or drainage failures. If these conditions arise, service may be stopped immediately.

Unsafe Air Quality and Odor Conditions

Service may be paused or refused if indoor conditions are unsafe, including overwhelming smoke, strong chemical fumes, excessive marijuana smoke, hazardous odors, unsafe air quality, or any environment that creates health risks for our staff.

Excessive Clutter and Hoarding Conditions

Homes with excessive clutter, blocked pathways, unsafe floor conditions, or hoarding-related hazards may require limited service, repricing, rescheduling, or refusal of service. This determination is made at our discretion for team safety.

Construction and Renovation Cleanup

Standard residential cleaning does not include construction or post-renovation cleanup, such as drywall dust, plaster dust, sawdust, paint residue, renovation debris, adhesive residue, or general contractor mess. These require specialized service and advance quoting.

Delicate Fixtures and Specialty Items

We use reasonable care, but some items require specialized handling and may be excluded, such as chandeliers, crystal fixtures, fragile blinds, plantation shutters, antique finishes, delicate artwork, and specialty décor.

Reach Limitations

For technician safety, we do not clean areas that require unsafe reaching, including high ceiling fixtures, inaccessible ledges, elevated corners, and unsafe overhead areas. Our technicians do not climb beyond a standard 2-step ladder.

Furniture Moving

We do not move heavy furniture or items that require significant lifting, including couches, dressers, entertainment centers, beds, large appliances, and heavy tables, unless specifically arranged. Small, lightweight items may be moved when safe and returned to place when practical.

Safe and Legal Environment

Our technicians cannot remain in environments involving illegal drugs, unlawful activity, unsafe weapons handling, threatening behavior, harassment, or intimidation. If such conditions are encountered, service will stop immediately and applicable fees may apply.

Firearms

If firearms are present in the home, they must be securely stored and inaccessible in the areas being cleaned.

A Respectful Environment

We ask that our team be treated with courtesy and respect. Amazing Maids reserves the right to pause or terminate service if a technician experiences harassment, threatening conduct, unsafe behavior, inappropriate comments, or hostile treatment.

Right to Refuse or Suspend Service

Amazing Maids reserves the right to refuse, pause, or terminate service when conditions are unsafe, unsanitary, inaccessible, or outside our service scope. This includes, but is not limited to, aggressive pets, biohazards, pest infestations, utility failures, illegal activity, unsafe clutter, severe contamination, harassment, and environmental hazards.

Scheduling and Appointment Changes

We build our schedules carefully to serve every client efficiently and reliably. When appointments are changed with adequate notice, we can often offer that time to another household in need of service. For that reason, we ask for timely communication whenever your plans change.

Rescheduling

If you need to reschedule, please contact the office as soon as possible. Requests made more than 48 business hours before your appointment are free of charge. Requests made within 48 business hours are treated the same as late cancellations and may incur a fee. If repeated schedule changes leave the home needing significantly more work than normal, additional charges may apply, and we will communicate this before proceeding whenever possible.

Cancellations

There is no penalty for cancellations made with more than 48 business hours' notice. Cancellations made within 48 business hours of the scheduled appointment are subject to a fee equal to 50% of the scheduled service total. This includes same-day cancellations, short-notice cancellations, and last-minute rescheduling requests.

Lockouts

A lockout occurs when our team is unable to complete the scheduled service because access or conditions prevent the appointment from proceeding. Examples include no one answering the door, access instructions that do not work, an incorrect keypad code, a locked home with no entry method, pets preventing safe entry, unsafe home conditions, unavailable utilities, active flooding or plumbing failures, severe clutter blocking access, or a technician being turned away at arrival.

Recurring Service Cancellation

There is no long-term contract for recurring cleaning services. You may cancel recurring service at any time by notifying the office. The standard 48 business hour cancellation policy still applies to your final scheduled appointment, and any unpaid balances remain due.

Winter and Severe Weather

The safety of our team comes first. In severe weather, including snowstorms, ice, or hazardous travel conditions, Amazing Maids may close or adjust schedules. If weather affects your appointment, no cancellation penalty applies, we will work with you to reschedule, and we may offer the next available opening or resume your normal rotation.

Snow and Ice Access

For winter appointments, clients are responsible for safe access to the property. Please clear snow, ice, and hazardous conditions from your driveway, walkways, stairs, and entry paths before arrival. If access is unsafe, service may be postponed, and repeated unsafe access situations may eventually be treated as lockouts.

Holiday Schedule

Amazing Maids observes the following holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. We also operate limited hours on Christmas Eve and New Year's Eve. If your recurring service falls on a holiday closure, our office will contact you to arrange the nearest available alternative.

Payment Terms

Payment is due on the day service is provided. We accept major credit cards, and the payment method on file is charged automatically on your scheduled service day. Clients are responsible for keeping payment information current and valid.

Failed Payments and Declined Cards

If payment cannot be processed, due to a declined card, expired card, insufficient funds, an invalid payment method, or an authorization failure, the balance remains immediately due. Amazing Maids reserves the right to pause future appointments, require updated payment information, require payment before future service, and suspend recurring service until balances are resolved.

Chargebacks and Payment Disputes

If you have a billing concern, please contact our office first so we can review and resolve it promptly. Unauthorized charge disputes or chargebacks for properly rendered services may result in suspension of future service, collection efforts, and additional administrative fees where legally permitted.

Pricing Changes

Amazing Maids reserves the right to adjust pricing when circumstances change, such as changes in home size or condition, recurring scope increases, increased service demands, long service pauses that require heavier return cleaning, or incorrect original booking details. Advance notice will be provided whenever applicable. If service is paused and restarted later, current pricing may apply.

Tips

Tipping is never required, but always appreciated. Cash is welcome if it is clearly marked as a tip, and tips may also be added through the office or approved company channels. For security and payroll compliance, technicians may not accept payment through personal Venmo, Zelle, Cash App, or other private platforms, and all electronic tips must go through Amazing Maids. All tips provided through official channels go directly to your technician.

Refund Policy

Amazing Maids does not offer refunds for completed cleaning services. If there is a quality concern, we are committed to resolving it through our satisfaction guarantee, outlined below.

Our Satisfaction Guarantee

We stand behind the quality of our work. If you believe we missed an area that was included in your scheduled service, please notify the office within 24 hours of your appointment, and we will gladly return to re-clean the affected area at no additional charge. To qualify for a re-clean:

• the concern must be reported within 24 hours
• the issue must relate to work included in the original agreed scope
• the area must not have been re-cleaned, altered, or disturbed after our visit
• access must be provided for the correction visit

Re-clean visits are scheduled at the earliest reasonable availability.

What Our Guarantee Does Not Cover

Our satisfaction guarantee does not apply to issues outside the original scope, permanent stains, worn surfaces, damaged materials, discoloration, pre-existing conditions, buildup requiring restoration, homes where requested preparation was not completed, areas that were inaccessible during the original visit, or conditions outside normal residential cleaning scope. Amazing Maids does not offer refunds for completed cleaning services. Our commitment is to make eligible concerns right through corrective service.

Damage and Breakage

While breakage is rare, accidents can happen. If Amazing Maids causes damage during service, please report it within 24 hours so we can investigate promptly. Resolution may include repair, reasonable replacement, or an account credit, at Amazing Maids' discretion and based on the circumstances.

Damage Exclusions

We are not responsible for damage caused by unstable furniture, improperly mounted items, unsecured décor, hidden defects, weakened materials, pre-existing damage, ordinary wear and tear, improperly installed fixtures, or items that are not reasonably safe to handle. Examples may include loose curtain rods, unstable shelving, fragile blinds, deteriorated finishes, damaged grout, brittle décor, and compromised furniture.

Photos of Your Home

To support quality control, technician training, documentation, and service review, Amazing Maids may take internal service-related photos when necessary, such as on first-time cleanings, move-in or move-out services, unusual conditions, documented service concerns, and quality assurance reviews. These internal photos are used strictly for operational purposes.

Marketing Use of Photos

We will never use identifiable photos of your home for marketing, advertising, social media, or promotional purposes without your permission. We avoid photographing personal identifying details whenever possible, including family photos, personal documents, names, financial information, and valuables.

Confidentiality and Privacy

Your privacy matters. Any information we learn about your household, routines, home layout, or personal circumstances is treated as confidential. Amazing Maids does not share private client information except as required to provide service, process payment, comply with legal obligations, or protect safety. Our team is held to the same confidentiality expectations during and after employment.

Reviews and Feedback

Client feedback helps us improve. If you provide reviews, testimonials, or survey feedback, we may request permission to use it in our marketing materials. If you prefer we not, simply let us know.

Text Messages and Communication Consent

If you opt into SMS communications, you may receive messages related to appointment reminders, confirmations, scheduling updates, office communication, and service notifications. You may opt out at any time by replying STOP to eligible messages. Standard carrier messaging rates may apply.

Employee Non-Solicitation

Amazing Maids invests significant time and resources into recruiting, training, developing, and retaining our team. To protect that investment, clients agree not to directly hire, solicit, or engage Amazing Maids employees or contractors for private work outside the company during their active relationship with Amazing Maids and for 12 months after the employee's separation from the company. If this occurs, a $5,000 placement fee will apply, reflecting recruiting, onboarding, training, and replacement costs.