Service Agreement

If you are not 100% satisfied, please contact us immediately. We stand behind our services 100%. Our satisfaction guarantee gives you the peace of mind you need to trust our services. We’ll make it every effort to make it right, We offer free re-cleans if the space was not done properly. Please note that refunds are not offered. Re-cleans will only be offered if we’re notified in writing and with pictures included within 24 hours of the appointment We welcome special projects. It is our privilege to be able to serve you! RATE INCREASE Clients who book weekly, bi-weekly, or monthly cleaning qualify for a discount rate. The rate may change when the level of closeness of the home worsens. New England Maids reserves the right to re-evaluate the rates at any time to allow for business-related costs. We will notify 14-day in advance of any rate increase. PAYMENTS Unless other arrangements have been made in advance with New England Maids, payment is due in full at the time of service by Venmo, Visa, Master Card, Amex, cash or check. All new bookings require a credit card on file. . Please make checks payable to New England Maids. We reserve the right to suspend, cancel or reschedule any cleaning services for clients who have outstanding balances. The performance of scheduled appointments will resume once payment in full has been received. Failure to pay at the time of service will result in your credit card being charged after the work is completed the day of your appointment; you will receive an invoice via email once this occurs. If you pay by check, and your check is returned for any reason, or your credit card payment is not successfully processed, a $25 fee will be assessed. Failure to fully remedy payment within 48 hours of notification of insufficient payment will result in a $50 late fee, in addition to any attorney fees, which may be required to collect on the outstanding balance. CANCELLATION OF APPOINTMENTS You may reschedule, add or cancel your cleaning services. We understand that unforeseen events may occur which creates a need to cancel your scheduled cleaning appointment. If you need to cancel an appointment, please help us to serve you and our other clients by giving us as much advance notice as possible. If for any reason, you need to change your scheduled appointment, we require at least a full 48 hours notice. For cancellations of service the day before it is scheduled, a cancellation fee of $60 will be charged. In the event of a cancellation on the day of scheduled service, full payment for the scheduled service will be applied to the credit card on file. ACCESS TO HOME/LOCK-OUT Most customers provide us with a key. Key in our possession are coded and returned to the office until the day of the cleaning appointment. The client’s address is never included with the key. If your home has an alarm system, please ensure that it is turned off before your appointment. You may also provide us with the code and steps for us to turn off the alarm. We will reset the alarm when we leave only if we have the code. However, New England Maids will not be responsible if the alarm is set off by our mistake. In the winter for the safety of our crew, we request that the pathway to walk into your home (driveway, stair etc) is clear of snow or ice. If our crew is unable to gain access to your home at the time of the appointment due to the Client’s actions or inactions, or if, for any reason, a staff member feels that his/her personal safety is endangered enough to cause him/her to leave the job site due to actions by the Client, guests, or pets on the premises, then the Client will remain liable for the full cost of the service. SKIPPING REGULARLY SCHEDULED CLEANINGS Clients who have regularly scheduled cleanings (i.e., weekly, bi-week, every 3-4 weeks) can get discounted rates. However, Clients with regularly scheduled service skip their service, will incur a skipping fee of 20% per period. If Clients with regularly scheduled service routinely skip cleanings, any discounts for being regular customers may be terminated at any time. TEAM MEMBER ASSIGNMENT All New England Maids team members are properly trained to provide cleaning services. We will make every effort to assign the same team for every cleaning. However, the client agrees to our discretion to make changes in the team member assignment. SERVICE SCHEDULES Our teams generally clean between 8:00 am and 5:00 pm. When you book your cleaning appointment it will be based on a 2-hours arrival window. We strive to maintain consistency and to provide the best service to our clients, so we always try to arrive within the designated window. However, many variables can affect our arrival times, such as traffic, parking, appointments taking longer than expected. When necessary, our teams may also need to stay past 5:00 PM to complete a job. You will receive an email reminder the day before the appointment with a closer estimate time of arrival. CLIENT RESPONSIBILITIES We must be able to reach all the areas to be cleaned. To complete the scheduled cleaning, dishes, clothes, toys, leftover food, etc. need to be put away before we arrive. Clutter can increase the time it takes to clean your house at the rate we quoted. If extra time is required, the price of service will necessarily increase. Additionally, it is New England Maid's policy not to put things away that are left out, as we are not aware of how each Client prefers their home organized. When in each Client’s home, we will be working as quickly and efficiently as possible. Please ensure that your house is well ventilated and/or air-conditioned. If the house is too hot or too cold, our cleaning crew’s health may be negatively impacted. For this reason, we must insist that you keep your home in the 70-72° range while we’re in the house. OCCUPANT/PETS Please limit the number of people in your home when we arrive. Also, please move your pets outside or have them restrained while we are in the home. New England Maids staff cannot be held responsible for taking custody of any person or pets in the home. We ask your cooperation in correcting any problems that could affect our efficiency. HEALTH HAZARDS Please know that workers’ compensation insurance and OSHA guidelines do not allow us to request employees to remove human or pet discharge (including urine, feces, vomit, blood) without proper training and equipment. Our insurance does not cover us for any employees in the case that they get sick from being in touch with human or pet discharge while working for us; therefore we communicate to the cleaning teams that they are not allowed to touch/remove/ clean areas where it has been contaminated by human/pet discharge. We also cannot clean while pest control spray is fresh. We would appreciate your letting us know if there is someone home ill; we can take precautions or might re-schedule. SAFETY We ask you to inform trustworthy neighbors, relatives and anyone else that may be “keeping an eye on your home” for you that we will be at your home cleaning on the scheduled cleaning days. Doing so can save the police department, neighbors and the cleaning crew from an embarrassing situation. Please notify us in advance of any person or people who may be in your home during the time of a scheduled service. This includes family members, service contractors, repair personnel, and so forth. We reserve the right to reschedule visits that coincide with a visit by another service contractor or houseguest. TRASH All trash cans in the house will be emptied and re-lined as required. New England Maids will NOT dispose of any items not already in a trashcan or labeled as trash. We never know what might be important to you. This includes soda cans, empty bottles, leftover food, etc. SUPPLIES New England Maids provides all appropriate cleaning supplies and equipment, which all employees are trained to use. If a Client requests that we use their products and/or equipment, then this will void our Satisfaction Guarantee. Additionally, when a Client insists that New England Maids uses their personal cleaning equipment, they assume all risk for possible damages to said equipment and agree to hold New England Maids harmless for any damages which may arise from such use. THEFT The best protection is a precaution. New England Maids strives to provide the best possible cleaning experience, and carefully selects the cleaning crews, which we use. However, please DO NOT leave out any money or valuables, which could be lost or taken. When we find valuables left out, we will clean around them. If valuable items are found on the floor, they will be placed on furniture in the same room they were found. New England Maids BREAKAGE New England Maids crews have been trained in the proper and safe handling of items in homes. Unfortunately, accidents still occur occasionally. If this happens, you will be notified via a written notice left next to the broken item(s). Reimbursement will be made up to $250 with a copy of your replacement receipt, or a quote on a replacement for a similar item. Items, which cannot be replaced due to sentimental or antique value, should be reported to New England Maids BEFORE service begins. We reserve the right not to touch an item. Our insurance company will handle reimbursement for items over $250 . TERMINATION Either party may terminate this agreement at any time by giving to the other party at least three days’ written notice. Written notice may be in the form of a text message, email and/or letter when sent to the primary contact number for House Bliss Cleaning. RIGHT TO REFUSE SERVICE New England Maids and its subsidiaries reserve the right to refuse service, terminate accounts, and/or cancel orders in its discretion, including, without limitation, if New England Maids believes that customer conduct violates applicable law or is harmful to the interests of New England Maids. CONFIDENTIALITY New England Maids recognizes and acknowledges that this Agreement creates a confidential relationship between the company and the client and that information concerning the client’s business affairs, customers, vendors, finances, properties, methods of operation and other such information, whether written, oral, or otherwise, is Confidential Information. New England Maids agrees, that it will not, at any time, during or after the term of this Agreement disclose any confidential information to any person whatsoever. NEW ENGLAND MAIDS further agrees to bind its employees to the terms and conditions of this Agreement. Clients may grant information to be listed as a reference or in a testimonial for New England Maids to market its services. NON-SOLICITATION OFNEW ENGLAND MAIDS EMPLOYEES New England Maids strives to provide the best possible cleaning technicians for each and every job – and provides cleaning crews with special training and supplies to make sure each job is done according to the company’s exacting standards. Clients hereby acknowledge that the relationship between New England Maids and all of its employees, whether independent contractors or payroll employees, is essential to the proper functioning of the business, and providing the high-quality cleaning that each client expects. Therefore, Clients hereby agree to not solicit any employee of New England Maids at any time when a current Client of New England Maids, and for a period of one (1) year after the completion of their final cleaning. If a Client desires to directly retain the cleaning services of one or more employee(s) of New England Maids (whether an independent contractor working for New England Maids or a payroll employee), they hereby agree to pay New England Maids a fee of $4000 per employee. Additionally, Clients hereby agree not to solicit any employee or independent contractor of New England Maids on behalf of any other business enterprise, nor induce any employee or independent contractor associated with New England Maids to terminate or breach an employment, contractual or other relationship with New England Maids. If such solicitation or inducement to terminate employment with New England Maids, the Client hereby agrees to pay New England Maids a fee of $4000 per employee solicited and/or induced to leave the employ of New England Maids.