Service Agreement

NEW ENGLAND MAIDS Cleaning Services Agreement & Terms of Service This Cleaning Services Agreement (“Agreement”) outlines the terms and conditions under which New England Maids provides cleaning services to its clients. By scheduling or receiving services from New England Maids, the Client agrees to the terms outlined below. 1. SATISFACTION GUARANTEE New England Maids stands behind the quality of its services. If the Client is not fully satisfied with the service provided, the Client must notify New England Maids in writing within twenty-four (24) hours of the completed service and include photographic documentation of the area(s) of concern. Upon verification, New England Maids will make every reasonable effort to correct the issue and may provide a complimentary re-clean of the affected area(s). Refunds are not offered. The resolution offered under this guarantee is a re-clean of the reported areas. 2. RATE ADJUSTMENTS Clients who schedule recurring services (weekly, bi-weekly, or monthly) may qualify for discounted pricing. However, service rates may be adjusted if: The level of cleanliness of the home changes The time required to complete the service increases Business operating costs increase New England Maids reserves the right to re-evaluate service rates at any time. Clients will receive fourteen (14) days written notice of any pricing changes. 3. PAYMENTS Unless otherwise agreed in advance, payment is due in full at the time of service. Accepted payment methods include: Credit Card (Visa, MasterCard, American Express) and ACH. All clients are required to maintain a valid credit card on file. Checks must be made payable to New England Maids. If payment is not made at the time of service, the credit card on file may be charged once the service is completed. An invoice will be sent via email once the charge is processed. If a check is returned or a credit card payment is declined, a $25 returned payment fee will be applied. If payment is not resolved within 48 hours of notification, a $50 late fee may be added, along with any applicable collection or attorney fees required to recover the outstanding balance. New England Maids reserves the right to suspend, cancel, or reschedule services until all outstanding balances are paid. 4. CANCELLATION POLICY Clients may reschedule, add, or cancel services. However, we respectfully request advance notice whenever possible. 48 hours notice required for cancellations or rescheduling. Cancellations made the day before service will incur a $60 cancellation fee. Same-day cancellations will be charged the full cost of the scheduled service. 5. ACCESS TO HOME / LOCKOUT POLICY Most clients provide a key, entry code, or other method of access. Keys kept by New England Maids are securely coded and stored without the client’s address attached. If the home has an alarm system, the Client must: Disarm the system before arrival, or Provide instructions and codes for disarming and resetting the alarm. New England Maids is not responsible for alarm activations caused by human error. For safety reasons during winter months, clients must ensure driveways, walkways, and stairs are clear of snow and ice. If the cleaning team is unable to access the property due to client actions or unsafe conditions, the Client will remain responsible for the full cost of the scheduled service. 6. SKIPPED CLEANINGS (RECURRING CLIENTS) Clients receiving discounted recurring services (weekly, bi-weekly, or every 3-4 weeks) who choose to skip a scheduled cleaning will incur a 25% skip fee per skipped week. Repeated skipped cleanings may result in removal of the recurring service discount. 7. TEAM MEMBER ASSIGNMENTS All New England Maids staff members are properly trained to deliver high-quality cleaning services. While we attempt to assign the same team whenever possible, New England Maids reserves the right to adjust team assignments as needed due to scheduling, availability, or operational requirements. 8. SERVICE SCHEDULES Cleaning appointments are generally scheduled between 7:30 AM and 5:00 PM. Appointments are scheduled with a two-hour arrival window. While we strive to arrive within this timeframe, arrival may be affected by factors such as: Traffic Weather conditions Parking limitations Previous appointments running longer than expected When necessary, teams may continue working after 5:00 PM to complete a scheduled service. Clients will receive an email reminder the day prior to service with a more specific arrival estimate. 9. CLIENT RESPONSIBILITIES Clients must ensure that all areas scheduled for cleaning are accessible and reasonably prepared prior to the appointment. Items such as: Dishes Clothing Toys Food Personal belongings should be put away before the cleaning begins. Excess clutter may increase cleaning time and may result in additional charges. New England Maids does not organize personal belongings unless specifically requested. To protect employee safety and comfort, homes should be maintained within a reasonable indoor temperature range (approximately 70–72°F) during service. 10. OCCUPANTS AND PETS To ensure safety and efficiency: The number of occupants in the home during cleaning should be limited. Pets must be secured or kept in a separate area. New England Maids staff are not responsible for supervising pets or occupants. 11. HEALTH HAZARDS For safety and insurance compliance, New England Maids employees are not permitted to clean or remove biohazards, including: Urine Feces Vomit Blood Other bodily fluids Additionally, cleaning cannot occur while pest control chemicals are freshly applied. If someone in the home is ill, please notify us in advance so appropriate precautions can be taken or the appointment may be rescheduled. 12. SAFETY Clients should notify neighbors, property managers, or anyone monitoring the property that New England Maids will be servicing the home. Clients must also notify New England Maids in advance if contractors, repair personnel, or house guests will be present during the scheduled cleaning. We reserve the right to reschedule services if other service providers are present and interfere with our ability to safely perform the cleaning. 13. TRASH All trash bins will be emptied and re-lined as needed. New England Maids will only dispose of items already placed in trash containers or clearly labeled as trash. 14. SUPPLIES AND EQUIPMENT New England Maids provides all necessary professional cleaning supplies and equipment. If a Client requests the use of their personal cleaning products or equipment, the following applies: Our Satisfaction Guarantee will be void The Client assumes responsibility for any damage to their equipment The Client agrees to hold New England Maids harmless from liability related to the equipment 15. THEFT PREVENTION While New England Maids carefully screens its employees, clients are encouraged not to leave valuables or cash in plain sight. If valuables are left out, cleaners will clean around them. Items found on the floor will be placed on nearby furniture within the same room. 16. BREAKAGE POLICY Despite proper training, accidents may occasionally occur. If damage occurs: The Client will be notified. Reimbursement will be provided up to $250 with proof of replacement or repair estimate. Items valued above $250 may be processed through our insurance provider. Items of high sentimental or antique value should be disclosed prior to service, and we reserve the right to decline handling such items. 17. TERMINATION Either party may terminate this agreement with three (3) days written notice. Written notice may be provided via: Email Text message Written letter 18. RIGHT TO REFUSE SERVICE New England Maids reserves the right to refuse or terminate services at its discretion if client behavior: Violates applicable laws Creates unsafe conditions Is harmful to the interests of the company or its staff 19. CONFIDENTIALITY New England Maids acknowledges that all information regarding the Client’s property, personal matters, or business affairs is confidential. Such information will not be disclosed to any third party during or after the service relationship. Employees are contractually bound to maintain this confidentiality. Clients may voluntarily provide testimonials or references to be used by New England Maids for marketing purposes. 20. CLIENT COMMUNICATION By scheduling or receiving services, the Client agrees to receive communications from New England Maids via: Text message Email Phone These communications may include scheduling confirmations, reminders, updates, and service-related notifications. Clients may opt out of text communications upon request. 21. NON-SOLICITATION OF EMPLOYEES Clients agree not to directly hire or solicit any employee or contractor of New England Maids during the course of service or for one (1) year after the final cleaning. If a Client hires or attempts to hire a New England Maids employee directly, the Client agrees to pay a $4,000 placement fee per employee. Clients also agree not to solicit employees on behalf of other businesses or encourage them to terminate their relationship with New England Maids.