Have a Great House Cleaning Experience With Amazing Maid!

Customer Guidelines
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Read Amazing Maids' Policies and Procedures

Amazing Maids strives to be the best we can be at providing exceptional house cleaning service, we have created a clear set of policies and procedures that allow us to offer each client fair and consistent service. To maintain our high standards and provide fair and consistent service for you and employment for our staff, we require all clients to be aware of and adhere to the following policies and procedures.

Phone Estimates: We do not assess each space prior to cleaning, and therefore we rely upon our clients to provide us with accurate and honest information at the time of booking so that we can estimate the time it will take to clean. If inaccurate information is provided and/or the cleaning will require more time than anticipated, you will be notified.

If your home requires additional time, we will extend our time at our current hourly rate or prioritize your cleaning. Extra costs will only apply if the customer has been notified and additional charges have been approved. We ask that you be available by phone or email during your service in case we need to contact you.

How to Prepare for Your Cleaning: Our estimated time is based on cleaning and doesn’t account for the time spent tidying. Don’t clean before we arrive. Leave it to us! However, do pick up and tidy as much as possible so we can focus on more detail and quality for you.

The Best Setting: Kindly eliminate as many distractions so our cleaning technicians can work uninterrupted. Try to schedule your cleaning day when there will be fewer people at home and when all rooms are available during your scheduled time.

Special Requests: Any special requests or additional service requests should be submitted to the office and not to the cleaning technicians. Contact us in advance to schedule any additional services to communicate any requests.

Arrival Window: We typically schedule cleanings between 8:00 a.m. and 5:00 p.m. on Monday through Friday. We will provide you with an estimated arrival time, but we work in a two-hour arrival window except for the first appointment of the day which is the 8:00 – 9:00 a.m. arrival window. Our cleaning technicians will use their best efforts to arrive on schedule, however, traffic conditions, late cancellations, inclement weather, or other unforeseen circumstances may affect the scheduled time. If you require a more specific arrival time please contact our office at 8 am on the day of your scheduled cleaning.

Access to Your Home: The client can purchase a lockbox to place a key inside and provide Amazing Maids with the access code. This is the safest and our preferred method of entry. If you choose to give us a set of keys, they will be placed in a secure safe at our office when not in use. The keys will not be marked with any of your personal information. The client may also choose to provide us with a garage code in order for us to gain access to the home. Lastly, the client may opt to be home to allow access to their home on the day of service. Although we do our best to provide each customer with a one-hour arrival window Amazing Maids cannot guarantee the exact arrival times so the client must be home between 8:00 a.m. and 5:00 p.m. to let the cleaning technician into the home.

In the event, the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaning technicians to gain entry into the home Amazing Maids will not be held liable for any damages or theft to the client’s home.

Unfortunately, the client will be billed for service at the full rate for failing to provide access to the home upon arrival if we are unable to get in to clean or are turned away at the door. There will be no exceptions.

Rescheduling or Skipping Your Recurring Cleanings: When rescheduling a recurring cleaning for more than seven days from the original date, an additional fee will be added to cover the additional work on the next visit. To avoid an additional charge, please ensure that your requested rescheduled date is within seven days of your original cleaning date.

You are welcome to skip a scheduled cleaning. If you are a recurring customer, we understand things happen. We do ask for at least 24 hours’ notice. If you skip a regularly scheduled cleaning, an additional fee will be added to cover the additional work on the next visit.

If two or more cleanings are skipped, you will be charged the total, non-discounted price for the catch-up cleaning at the next visit.

    • If you’re scheduled for Weekly Cleanings: $15 additional will be charged on the next visit.
    • If you’re scheduled for Every other Week’s Cleaning: $25 additional will be charged on the next visit.
    • If you’re scheduled for Every Four Weeks Cleanings: You will be billed at our current hourly rate on the next visit.

All schedule changes and cancellations must be made through the following link: Reschedule My Cleaning. Contact the office at (508) 458-1333 Monday through Friday 8 a.m. to 5 p.m. with any questions.

Late Cancelations & Lockouts: We will assess a 50% fee if you cancel with less than 24 “business hours” notice. The client will be billed for service at the full rate for failing to provide Amazing Maids access to the home upon arrival or if we are turned away at the door.

All schedule changes and cancellations must be made through the following link: Contact the office at (508) 458-1333 Monday through Friday 8 a.m. to 5 p.m. with any questions.

Payment: Payment is due at the time of service. Your credit card on file will be charged on the day of cleaning.

Tips: Tips are greatly appreciated but not required. Leave whatever you feel comfortable with. Please note that 100% of the tips go directly to the cleaning technician performing the job. Please make sure money left as a tip is marked as such. Call our office if you wish to add tipping to your credit card payments or simply click on this link to add a tip: Tip Your Technician

Non-solicitation of employees: In order to provide our clients with the best possible service we spend a significant amount of time finding, screening, hiring, and training our staff. Amazing Maids is proud to have an extremely low employee turnover rate for our industry standards. Amazing Maids employees are not allowed to engage in a working relationship directly with any customer for 24 months after employment termination. Please help us maintain our success by not soliciting our employees for hire directly. If breached, a fee of $2,500 finder’s fee will be assessed if any client chooses to hire a cleaning technician employed by Amazing Maids on an individual basis for private work.

Recycle: Given the different recycling guidelines of each individual town we do not remove recyclables during cleanings.

Dishes: Amazing Maids will take a couple of minutes to load the dishwasher to free up the sink for cleaning. Any dishes that are in the dishwasher are presumed to be dirty. If this is not the case, please empty the dishwasher before your scheduled cleaning. All dishes left in the sink are presumed dishwasher safe.

Pets: We love our clients’ pets, but for their safety and the safety of our staff, if possible, please put your pets in a secure area of the home during the cleaning. Pets left inside the home during your cleaning service will be protected to the best of our ability. Under no circumstances, pets will be allowed outdoors by our cleaning staff. We do not feed or clean up after sick pets or pet accidents.

Valuables: If you have any valuables including collectibles or expensive objects, please let the office know so we can make a note on your account. Curio cabinets, figurines, glassware, antiques, and items of extreme or sentimental value should be cleaned by the client.

Damages & Breakage: Our staff is highly trained and extremely careful, but accidents can happen when you least expect them. We will alert you to an at-fault breakage or damage, and work out a fair solution, which involves repairing or replacing the item within reason. Clients have 24 hours to report anything broken or damaged in the rare instance that we fail to alert you. Amazing Maids can assume no liability for items that were broken or damaged because of unstable bases or because they were not properly attached or secured to the wall (for example wall-mounted TVs, picture frames, floating shelves, curtain rods, etc.).

Surfaces such as hardwood floors and natural stone should be kept in good and ready-to-clean condition without causing harm to the surfaces when using a neutral pH cleaner.

Amazing Maids will not be responsible for scratches on the flooring due to unprotected furniture legs.

Employee Safety: Our employees’ safety and well-being are very important to us, and we are determined to keep them safe. To prevent injuries, our cleaning technicians are not allowed to: climb above the second step of a step stool or ladder, move items that weigh more than 20 lbs., clean floors on their hands and knees (with exception of bathroom floors), or use something that is not a step stool or ladder to climb on top of. These types of activities put our cleaning technicians in danger of hurting themselves or damaging your property. If you would like us to clean behind a large piece of furniture or a large appliance, we can absolutely accommodate the request. Kindly arrange for these items to be moved before your scheduled cleaning.

Climate Control: The temperature inside of your home should be in a comfortable setting before we arrive. We will not provide services in an environment that isn’t physically comfortable for labor. This includes but is not limited to extreme heat or cold. If your appointment is canceled due to the temperature in your home, our cancellation fee will apply.

Price Increases: Amazing Maids reserves the right to increase its rates at any time. You will be given advance notice of a price increase. A price adjustment might also happen if the conditions or needs of your home have changed. If you discontinue service, then later reinstate services you may receive a new rate.

Quality Control: Our quality control system is interactive and dependent upon your feedback and communication to function. We need your input on the overall experience and quality you are receiving so we may address issues that are important to you. We will correct or address any issue we are made aware of. Our employees take great pride in the work they do and want to be informed when you are disappointed with a service. Please use our feedback surveys each time your home is cleaned. These feedback surveys are key to ongoing communication with our office and your cleaning technician. Constant client communication is the best way to ensure consistency of services.

Our Guarantee & Refunds: Although we are always meticulous and do our absolute best, we may occasionally miss something at your service or not have it done to your liking. We stand by our promise and we certainly take responsibility for our work. We will work with you until you are 100% satisfied with the services provided. If you are not satisfied with the services provided, we will return and re-clean the area that was missed as long as it is reported within 24 hours from the date and time of your cleaning. Report any concerns to our office via phone or email within 24 hours after the service. Please note, if an item or area has been damaged in the past, improperly cared for, stained, or has aged past the ability to be cleaned, these items and areas may not become completely clean after our visit and therefore a touch-up would not be offered. We do not offer refunds, but we will work with you until you are 100% satisfied with the services received.

Thank you for taking the time to review Amazing Maids’ customer guidelines. Click on the link below to complete the customer agreement form: Customer Agreement

Thank you for your cooperation and your patronage.

We are honored to price our house cleaning services to you and hope this experience is a memorable one!

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