TERMS OF SERVICE
No such thing as “fine print,” we’re completely transparent with all our customers
BILLING
For our flat-rate services (recurring cleanings & vacation rental cleanings): pricing is based on the assumption that your property meets a reasonable level of cleanliness. In circumstances where the property needs extra time and attention to clean than average, then additional fees may be assessed. The fee may vary according to the size and condition of the property.
In addition to the pending cleaning fee, a 5% interest rate will be applied if unable to charge card on file for any reason. The additional 5% interest fee will be charged every month until the payment is rendered.
100% payment is due immediately following the completion of the cleaning. A credit or debit card will held on file and charged within 24 hours after the cleaning. An automated receipt will be emailed to the email address on file.
Merit Maids reserves the right to re-evaluate rates at any time based on factors including, but not limited to, additional time to perform services, additional items requested during cleaning, travel time, waiting time, and additional supplies needed.
In the event that you are not satisfied with your cleaning, then we will send our team back to complete a re-cleaning of the areas that you are not satisfied with. After completing the re-cleaning, if you are still not satisfied then we are happy to offer a full refund for your inconvenience.
However, if you decline a re-cleaning or have already cleaned the areas yourself without allowing our team members to try and resolve the issues, then we are unable to provide a full refund and will discuss options for a partial refund.
Merit Maids reserves the right to refuse service at any time and for any reason. Some reasons may include: property or condition of the home is not as described by client, cleaner(s) feeling uncomfortable with the job site, clients, and/or pet(s).
We are happy to fix any cleaning items that may have been missed on our cleaning checklists at no extra cost. However, to avoid additional costs, you must
(1) notify us about the issue(s) within 24 hours of your cleaning, and (2) provide pictures of the areas that were missed.
We are unable to confirm or control any individuals from entering the property after the cleaning and causing cleaning checklist items to have appeared to of been missed by our team. If we are not notified, with photo evidence provided, within 24 hours of the cleaning then additional costs will be incurred.
This guarantee is also voided if there is a “time cap” on your hourly service.
SERVICES
For insurance purposes we are not able to clean any hazardous materials which includes, but is not limited to, excessive mold, black mold, human waste, pet waste, pests, or bodily fluids.
Since all cleanings are completed “site-unseen” the time to complete the cleaning may vary. A home’s size is not the only indicator of how long a cleaning will take. The main variable is the condition of the property upon arrival. Your cleaning could take longer than estimated and our team will continue to clean until the job is complete, unless otherwise specified by you prior to the cleaning.
Our hourly services allow you to enjoy cleaning at a budget of your choosing. However, if you choose to set a “time-cap” for our cleaners not to exceed, then we can NOT guarantee the entire cleaning (or everything on your priority list) will be completed. Setting a “time cap” voids our satisfaction guarantee and if you’re unsatisfied with the amount of work the cleaners completed, we are happy to return and complete any items you’d like at our hourly rate.
Most customers ask if we can set a tentative time cap and notify them during the cleaning if we need more time.
Unfortunately, our cleaners and office staff are not always able to get ahold of customers during the cleaning. Therefore, we are unable to guarantee that we will have the ability to inform you during the cleaning if it’s going to take longer than the estimated time. That is why we must receive permission before the cleaning is booked to either EXCEED labor hours (if necessary) or strictly STOP work at a specific time
A labor hour is defined as 1 labor of hour performed by one cleaning professional. There is a 4 labor hour minimum to cover overhead and billable time starts upon arrival to the property, which includes unloading and loading of equipment and supplies.
Due to the nature move-in/out cleanings, we request that the property be completely empty of any personal items. This way nothing gets accidentally thrown away. Additionally, to avoid any fees, please ensure that the property has both electricity and water.
If you establish a labor hour time cap that you do not want our team to exceed, then we cannot guarantee your entire home will be completed. Therefore, voiding our satisfaction guarantee. However we will strictly stick to that time-frame and you will not be charged over that amount.
SCHEDULING
Any cleaning that is cancelled within 48 hours of the scheduled cleaning time is subject to a $50 late-cancellation fee.
Any cleaning that is re-scheduled within 48 hours of the scheduled cleaning is subject to a $50 late re-scheduling fee.
The longer a property goes without being professionally cleaned, the longer it takes our cleaning teams to return the property to our standards. If you skip a recurring cleaning then your next cleaning will be charged at the rate corresponding to the amount of time that has passed between cleanings. Weekly will receive bi-weekly rate, Bi-weekly will receive monthly rate, and monthly rate will receive Initial cleaning rate.
Example: If your recurring services are weekly and you skip one cleaning, then your next cleaning will be 2 weeks later and you will receive our bi-weekly rate for that cleaning as opposed to the weekly rate.
If our team arrives to your scheduled cleaning and we are unable to access the property or unable to complete the cleaning, for any reason, then you will be charged 50% of the cleaning fee. We will make attempts to resolve the situation before leaving the property.
ADDITIONAL POLICIES
Each team member carries their own insurance policy. If an item is broken or damaged during your cleaning, then we will directly connect you with our cleaning professional in order to resolve the matter.
We do not clean dishes as a part of our services. As a one-time courtesy, our team members are happy to rinse and place a small amount dishes in the sink or in the dishwasher, but anything beyond that scope of work will ensue additional costs.
Electricity and access to a water source are required for our teams to complete their cleanings. If either of these items are unavailable, then our team will discontinue the cleaning until these sources are turned back on and you will be charged a lockout fee (50% of the cleaning)
Please put important items and papers aways. Pick up and generally tidy the property before our arrival so our team members can do their jobs well. Unfortunately, we don’t know where your personal items belong and we don’t want them to be mistakingly put in the wrong spot.
All of our cleaning team members are thoroughly vetted, referred professional cleaning contractors. Merit Maids is not the employer of the independent domestic worker referred to you. The Domestic Worker may be your employee or an independent contractor depending on the relationship you have with him or her.
If you direct and control the manner and means by which the domestic worker performs his or her work you may have employer responsibilities, including employment taxes and worker’s compensation, under state and federal law.
For additional information contact your local Employment Development Department, and Franchise Tax Board, and the Internal Revenue Service.
To avoid any confusion or lost keys, Merit Maids does not take possession of any physical keys. We can relay any instructions on your preferred method of entry and highly recommend smart locks and/or lock boxes for easy entry.
In order for our team members to work as safely and efficiently as possible, we require that any and all pets be secured prior to our arrival and during the entirety of the cleaning. This also protects your pets from escaping when our teams are loading and unloading their equipment.
We never take any chances with you or our team member’s health. We will reschedule any cleaning when a team member notifies us that they are sick. For the safety of our team members, please notify us if you or a family member is ever feeling under the weather.
Unpredictable circumstances such as car accidents and health emergencies. You will be notified immediately when this rare occurences takes place. We are not responsible for any outcomes resulting from an emergency reschedule due to a cleaner’s inability to work.
For insurance purposes we do not clean walls as it may cause damage or remove paint by scrubbing them. Additionally our insurance only covers us to the height of a 2-foot step ladder. Anything beyond our reach will not be able to be cleaned.
VACATION RENTAL POLICIES
Merit Maids require rentals to use a lockbox or electronic lock for access of the main entry of the unit. Please ensure cleaners have full access to the property on the day of your scheduled cleaning (this includes access to running water and electricity, being able to complete the job without interruption from other service providers in the home, and beloved pets are not in the way of the cleaning, etc). In the event they arrive for your scheduled cleaning and find themselves unable to access the home or unable to clean, you will be charged 50% of your scheduled service for the time and travel.
Merit Maids cannot guarantee to complete any additional requests outside of our scope of work without 48 hours notice. If we are notified within that timeframe and have the capability of performing the request, then we will do our best to complete the task – additional fees may be assessed.
Flat rate pricing includes everything on our Vacation Rental Checklist. Merit Maids is happy to accommodate any specific needs outside the scope of the checklist – additional fees may apply.
Deep Cleanings include everything on our Vacation Rental Deep Cleaning Checklist and are required at least once a year. Some areas of the property are unable or unnecessary to clean during a standard turnover cleaning. Areas that need special attention after a period of time: windows, baseboards, under furniture, etc. An annual or bi-annual Deep Cleaning keeps your Airbnb at a 5-star level of cleanliness.
Guests will not be permitted to enter the property while Eloise’s Cleaning teams are still cleaning. If guest’s enter the property while we are still cleaning and it’s before check-in time, then Merit Maids is not responsible for any cleaning quality complaints
If you direct and control the manner and means by which the domestic worker performs his or her work you may have employer responsibilities, including employment taxes and worker’s compensation, under state and federal law.
For additional information contact your local Employment Development Department, and Franchise Tax Board, and the Internal Revenue Service.
To avoid a rushed cleaning job, during peak season, we require the full turnover window to complete the cleaning. We are unable to allow early check-ins, during peak season, because the condition of the property will vary from guest-to-guest. Some cleanings may need extra time and attention.
In the case where the guests have left your property in an unreasonable condition, we do have to charge a fee for the extra time needed to bring your property back to our standards. This is for the rare occurrences where the guests have deliberately left the rental in poor condition. The fee amount is 50% of the original cleaning price. Pictures will be provided and any damage will be reported.
Cancellations require 48 hours advance notice to avoid a $50 cancellation fee. Please consider how late cancellations may negatively impact the cleaning professionals earning potential for the day. Without enough notice, it’s difficult for us to find replacement cleanings.
We want to give your property the time and attention it deserves. Since each guest leaves the property in a different condition, the cleaning time may vary drastically. For these reasons, Merit Maids requires at least 48 hours advance notice for late checkouts and cannot guarantee that the request will be accepted. We are unable to accommodate late check-outs for bookings where the next guests will be checking-in the same day of the cleaning.
If our team arrives to your property during the turn window and the guests have not checked out or are extending their stay without prior notification, then a $75.00 fee will be applied to the booking.
Please provide 48 hours advance notice to avoid a $50 rescheduling fee. We understand that guests may want to stay on vacation a little longer, however, our team has reserved your cleaning spot on our calendar so that nobody else can book. Removing cleanings last minute impacts our teams earning potential.
A long-term rental is defined as any guest’s staying longer than 1 month at the property. A short-term rental is defined as any guest staying less than 1 month at a property. The longer a guest stays at a property increases the time and attention it will need to be cleaned properly.
Our flat-rate pricing is based on short-term rentals. Due to additional time needed to clean, a Deep Cleaning will be required for any guests staying longer than 1 month.
All Vacation Rentals will be cleaned within 48 hours of the previous guest’s stay. This allows our teams to report any damage, turn off any electricity or water that may have been left on by guests, remove trash, etc. If a unit is vacant and has not been cleaned in 30+ days, then a Spruce Cleaning is highly recommended before the next guests check-in. Merit Maids is not responsible for any complaints from guests who are checking-in to a unit that has been vacant/not cleaned in 30 days or more. Vacancies typically occur in the off-season.
Our cleaners follow a detailed checklist and perform walkthroughs after each unit is cleaned. However, there are times when a small area can be accidentally overlooked. When reported within 24 hours, we will be sure to schedule a return visit to fix the issue as soon as possible. We understand how important reviews are for your rental and how the cleanliness of your property holds a large value on your rating. That is why we take full responsibility for items missed and do our best to respond as quickly as possible (inside business hours).
If there is a time when an item/area is missed during the turn cleaning, guests must report it within 24 hours of their arrival. It is difficult to confirm whether the items were missed from the cleaning or have become dirty during the guest’s stay. Any reports past this timeframe that requires our team to return will be charged 50% of the cleaning fee to fix.
Hosts are responsible for fully stocking the owner’s closet with all essentials specific to their rental needs. Our team is not responsible for organizing, inventory, and/or items inside the owner’s closet.
Lockbox or electronic keypad is recommended for accessing the owner’s closets. However, we do have a simple trick for key-only access. Book with us and we will share our secret 😉
To ensure that our team(s) can easily access your property and avoid any traffic violations, please provide specific parking instructions and/or passes for our teams on the day of your cleaning. If no parking information is provided or is inaccurate, then any fees, violations or tickets will be invoiced to the owner.
Happy to take care of restocking any necessary items that you intend to leave out for your guests. We ask that you fully stock the ‘owners closet’ before peak season. Our team will let you know when items are running low.
Hosts are required to either:
A) synchronize their vacation rental calendar with our company or
B) provide detailed booking information for upcoming cleanings at least 48 hours prior to the next scheduled cleaning. Without 48 hours notice, we cannot guarantee a time-slot in our schedule to complete your cleaning.
This is a touch-up cleaning that is charged at 50% of the original rate. It allows our teams to freshen up your vacation rental so that your incoming guests don’t have any surprises. Highly recommend booking a Spruce Cleaning for any unit that has been vacant/not cleaned for 14+ days. Spruce Cleanings are required for units that have been vacant/not cleaned for 30+ days.
SIT BACK AND LET US DO THE CLEANING
Contact us or fill out our online booking form to schedule a clean and be on your way to a beautiful home!
