Policies & Procedures
Clear expectations help us provide reliable, consistent cleaning services while supporting the people who do the work. Please review the policies below before your scheduled cleaning.
Arrival Time & Hours of Operation
Our hours of operation are 8:00 a.m. to 6:00 p.m.
- Our teams arrive at their first home between 8:00–8:45 a.m.
- The last scheduled arrival is by 3:00 p.m.
- We cannot guarantee an exact arrival time unless you are the first client of the day
If you call the office the day before your appointment, we can provide a 2-hour estimated arrival window. While we always strive to meet requested times, arrival times are subject to traffic, weather, and job complexity.
If you plan to wait for our arrival, please be home during the estimated window to allow access. If no one is home or we are turned away, a cancellation or lock-out fee will apply.
Scheduling Commitment
When we schedule your appointment, we reserve that time exclusively for you. Our team members rely on scheduled jobs for steady income, and last-minute cancellations directly impact them.
We appreciate timely communication if your plans change.
Lock-Out / Turned-Away Fee
If we arrive on the scheduled day and cannot gain access or are turned away at the door, the full price of the scheduled service will be charged.
Parking
If free public parking is not available within one block of the property, clients are responsible for:
- Providing permitted parking, or
- Supplying a valid parking permit, or
- Covering any parking fees incurred during service
Fees & Minimums
- $45 per hour per maid
- 3-hour minimum for all cleaning services
Examples:
- One maid → minimum of 3 hours
- Two maids → minimum of 1.5 hours each
- We reserve the right to adjust rates and policies at any time.
Tips are always appreciated but never required. You may add a tip to your payment or leave cash in a clearly marked envelope.
Cancellation Policy
Cancellations must be communicated at least 48 hours (2 full working days) in advance
Cancellations made with less than 48 hours’ notice will incur a $50 cancellation fee
All cancellations must be communicated directly to the office:
Payment Policy
We accept:
- Visa
- MasterCard
- American Express
- Discover
- Cash or check
- Electronic check (payment link available upon request)
Payment is due the day of service.
A credit card is required on file to schedule cleaning.
- Debit/credit card payments incur a 3% transaction fee
- Cards are charged on the day of service unless cash is provided before the cleaners leave
Past-due accounts may be forwarded to a collection agency.
Solicitation of Staff
By using our services, you agree not to solicit or hire any staff member introduced to you by our company for home-related services.
If solicitation occurs, a $3,500 referral fee will apply.
Supplies & Equipment
We provide our own cleaning supplies and tools because:
- Products are tested for quality results
- Our team is trained in their proper use
If you prefer a specific product, you may provide it and we will use it according to your instructions.
Ladders
- Our team uses 2-step ladders only
- We cannot use client ladders
- We cannot climb higher than two steps
Damages & Liability
Accidents do happen. If damage occurs:
- A note will be left on the day of service
- We will attempt to repair, replace, or reimburse for items damaged by our team
We do not assume liability for:
- Pre-existing damage
- Improperly secured items
- Normal wear and tear
Items of monetary or sentimental value should be secured before service.
Complaints & Re-Work Requests
Concerns must be reported within 24–48 hours of service completion.
Please email:
support@maidnashville.com
Include:
- Name
- Address
- Service date
- Detailed description
- Photos or video
Re-work must be scheduled within 48–72 hours of notification.
Moving Furniture & Weight Limits
- We will move light furniture only
- We do not move appliances or heavy furniture
- Staff are not permitted to lift more than 20 pounds
- We will reach visible areas by hand or with extension dusters whenever possible.
Pets
We respect that pets are family. However, for safety reasons, pets must be secured during cleaning.
This may include:
- A kennel
- A closed room not being cleaned
- A backyard
- Someone present to assist with pet management
Insects & Infestations
If an infestation is discovered (ants, roaches, fleas, bed bugs, termites, etc.), cleaning cannot proceed until the issue has been resolved.
Please do not expect our team to clean up dead insects after spraying. We will notify you if an issue is found.
Safety Policy
Employee safety is a top priority. We cannot:
- Move heavy objects
- Flip mattresses
- Clean bodily fluids (vomit, blood, urine, excrement)
If an employee feels unsafe and must leave the job site, the full service cost still applies.
Firearms Policy
For everyone’s safety:
- Firearms must be stored and locked away
- We will not clean any room where a firearm is visibly present