Customer Guidelines

Access to Your Home

We will need a door/garage code or key in a lock box to access your home. If you haven’t already, please contact the office to provide access information. 615-604-7524

Cancellation Policy

We understand that schedules can change unexpectedly, and unforeseen circumstances may arise. While we always aim to accommodate our clients to the best of our ability, it’s important to note that cancellations and rescheduling can significantly affect our cleaning tech’s schedules and overall earnings. We kindly ask you to review our updated cancellation and reschedule policy outlined below:

Cleaning Cancellation and Rescheduling Policy:

Our cleaning cancellation and rescheduling policy will incur the following fees:

•  Reschedule/cancel within 48 hours of your appointment: 50% of the cleaning fee will be charged.
• Reschedule/cancel within 24 hours of your appointment: 100% of the cleaning fee will be charged.

Bi-Weekly Client Policy:

1. Notice Requirement: Should you wish to cancel or skip a scheduled bi-weekly cleaning session, we kindly ask for a minimum of 2 days’ notice in advance.
2. Next Cleaning Session Charge: In the event of a cancellation or skipped session without rescheduling, your subsequent scheduled cleaning session will incur charges at the monthly rate. For multiple missed cleanings, additional fees may apply due to accumulated build-up and extended cleaning time requirements.

Monthly Client Policy:

1. Notice Requirement: Should you need to cancel or skip a scheduled monthly cleaning session, we kindly ask for a minimum of 2 days’ advance notice.
2. Next Cleaning Session Charge: In the event of a cancellation or skipped session without rescheduling, your subsequent scheduled cleaning session will incur an additional charge. This is due to the accumulated build-up of dirt and grime over the month without cleaning.

How to Provide Notice:

To cancel or reschedule a cleaning session, please call or text our office. If it is over the weekend or after hours, please leave a voicemail or send a text to ensure you have canceled in the appropriate amount of time. Our office number is 615-604-7524

Exceptions:

We understand that unforeseen circumstances may arise. Exceptions to these policies may be considered on a case-by-case basis. Please contact us as soon as possible if you encounter any challenges with the schedule.

Deposit Policy for Deep Cleans and Market Ready Cleans

At Maid in Nashville, we are committed to providing exceptional cleaning services for your home. To secure your appointment for deep cleans and market ready cleans, we require a 50% deposit at the time of booking that will go towards the final cleaning cost. This helps us ensure that we can allocate the necessary time and resources to deliver the best possible service.

Deposit refunds are available under the following conditions:

1. If the appointment is canceled within 5 days of the scheduled cleaning, a full refund will be provided.
2. If the appointment is canceled within 72 hours of the scheduled cleaning, a 50% refund will be provided.
3. If the appointment is canceled within 48 hours of the cleaning, no refund will be provided.

Partial or full deposit refunds will be issued on a case-by-case basis:

1. If the service provided does not meet the expected standards
2. Other unexpected complications

We appreciate your understanding and cooperation. If you have any questions or need further assistance, please don’t hesitate to contact us.

One-Time Basic Cleans Terms and Conditions

By scheduling a one time basic cleaning service, you agree to comply with the following terms and conditions. Please review these terms carefully, along with the comprehensive list of services included, which will be provided at the time of booking or upon request.

Basic Clean Pre-cleaning Condition:

The property must be in a decent condition to qualify for a basic clean. This means that the property should not require extensive pre-cleaning or decluttering.

Assessment:

Our cleaning staff will assess the property upon arrival. If the property is deemed to require more than a basic clean or is in worse condition than originally stated, we reserve the right to notify you and adjust the service level and/or price.

Acknowledgment of Services:

By scheduling a one-time basic clean, clients acknowledge and understand the differences between a basic clean and a deep clean. It is the client’s responsibility to ensure they book the appropriate service based on their needs.

Preparing for the Clean

Don’t “clean” before we arrive, but do pick up as much as possible. Removing clutter for floors and surfaces allows us to focus more on detail and quality for you.

Need more information about preparing for a clean? Check out our awesome blog post here: Tips for Preparing for a Professional House Cleaner

The Condition of Your Home

We have to bring it up because it does happen from time to time…When we arrive to your home and it is not in the condition described to us over the phone, we reserve the right to respectfully decline cleaning. This includes, but is not limited to the following conditions:

• Significant clutter on floors and/or surfaces
• Significant dishes in the sink and/or countertops
• Black mold
• Blood
• Dog/cat feces or urine on the floor
• Vomit
• Power outages
• No water in the home

During the Clean

The ideal cleaning situation is when no one is home. Since that is not always possible, please eliminate as many distractions as possible so your cleaning tech can work uninterrupted. Secure pets and keep children in another area while we are in the home.

Cleaning Supplies & Equipment

All tools and equipment brought into your home are sanitized with disinfectant between homes. We provide most cleaning and disinfecting products and tools for your cleaning. We ask that you provide toilet brushes in each bathroom.

Quality Control Inspections

Please be aware that at Maid in Nashville we have a field supervisor who does quality control inspections throughout the day. It’s just another way we try and give each of our clients a WOW experience and a consistent quality of cleaning. So you may at times see them in and out of your home during or right after your cleaning. Sometimes to offer encouragement, replace a broken tool, drop off water, or work on training/techniques.

Payment

You should already have a credit card on file to secure your appointment. If not, please call the office prior to your appointment. 615-604-7524

Tipping

Tipping is greatly appreciated but not required. We’re often asked so we’ll just let you know here. A typical tip is 10%-20% of your total cleaning bill. Call or text the office and let us know how much you would like to tip. We’re happy to help.

Thank You

From the bottom of our hearts, we thank you again for choosing a local family business. We know you have many choices out there and we’re so thankful you chose us.

Reviews

If you haven’t done so in a while please leave us a review on Google. It makes a powerful impact on our business and our cleaning techs when they see them (yes they watch) AND we tip our cleaners $20 for each 5-star review that mentions their name so they love seeing all your kind words and positive reviews.

Just click the link here

***Not pleased with your service this time? Please let us help before writing a review. We always want our clients to be satisfied with our service, so a simple phone call to our office will make all the difference. 615-604-7524***