OUR COMPANY POLICIES


We at Quality Cleaning "Maid to Order" strive to offer our clients the best value for their cleaning dollar in comparison to our competitors while in turn offering our staff above average pay.  In order to do so we have the following policies and ask that every client reviews and respects our policies as stated below -

Due to our flexible and ever changing schedule, it is difficult to commit to exact arrival times. We service homes between the hours of 8:30 am and 4:30 pm. Even if you normally have an afternoon cleaning, there may be times that we need to clean your home in the am instead. If you need an approximate time of arrival please call our cell number after 8:30 am the day of your cleaning. That number is (510) 386-9010

You may reschedule, skip, add, or cancel any of your cleanings. We do ask for a 48-hour notice of any of these actions. Without a 48-hour notice you will be charged half (50%) of your current rate for the cancellation. Cancellations for any reason happening on the same day will be charged full rate (100%) Payment will have to be made in full prior to our scheduling any further work. All cancellations must be made through the office/ owner of the company. Please do not tell your cleaner. All cancellations will also cause your rate to increase to the next level (for example – skip a week and you will have to pay the bi-wkly rate for your next cleaning) 

Maid to order reserves the right to collect deposits prior to booking any larger jobs, these deposits are only refundable if a job is cancelled with more than 48 hours notice, otherwise the deposit if forfeited. 

Please understand that unlike other industries such as retail, hair dressers, etc. we in the cleaning industry do not have the luxury of walk in customers to suppliment our schedules when a client cancels without notice.  When we schedule your cleaning job we reserve that space/ time for you and you alone. Our staff depends upon your job being there in order for them to make their salary.  Cancellations cost them dearly and we find that if they lose out too often they quit.  You are vital in helping us to retain our excellent cleaning staff, 

Any jobs requiring extra or unusual supplies and/ or equipment will be billed additionally for these services. Any additional services not normally included in the cleaning package that you select will also be billed for additionally unless it is noted on your service agreement at the time of your estimate. 

We have a “No check/ No clean” policy. Payment is expected in full the day of the cleaning. For your convenience we do have an Invoicing program, where all services are invoiced and paid for once monthly. . This service pays for cleanings in advance and receives a 5% discount as long as your payment is received in our office by the 4th of each month. (Discounts do not apply if payments are made/ received later than the 4th of the month)

As a customer, you are entitled to a no-hassle buying experience. To make it easy for you to buy from us, we accept checks, American Express, Visa, MasterCard, and cash, of course Any check returned from your bank will be assessed an additional fee of $35, if made good within 3 days of notification. Checks not made good within 3 days are subject to a fine of up to 5 times the value of the check 

We need to be able to work freely and without distractions. Every effort is made to work safely and cautiously, but we cannot assume liability for the safety of others while cleaning your home. This includes children and pets. Be advised that if we are subject to distractions that affect our ability to work in our normal fashion or speed we reserve the right to charge for our extra time spent in the home. 

If for any reason an employee of Maid to Order feels that their personal safety is in danger enough to leave the job site, due to actions by the customer, guests of the customers or others at the job site (including animals). The Maid to Order customer will still remain liable for the full cost of the job. 

We assume no liability for damage or loss of items that are not secured properly or were damaged prior to our cleaning. (Example: heavy pictures hanging from thumbtacks, floating shelves, etc.). Curio or knick-knack items of extreme value, monetary or sentimental should be dusted or cleaned by the owner.  Maid to Order limits its liability for breakage of Curio/ knick-knack items to either replacement costs or $100 per item, whichever is less per occurrence.  All surfaces (i.e.: Marble, Granite, hardwood floors, etc.) are assumed to be sealed and ready to clean without causing harm when common cleansers are used.

Although we are professionals, we are not miracle workers. Sometimes we are called in too late to correct damage that is already done to some surfaces. Other items may take a couple of cleanings to look their very best. In cases of extremely cluttered areas or surfaces we reserve the right to use our prerogative to skip those areas in order to avoid damaging items or hurting ourselves

Special requests – We love them, however we do ask that you call the office in advance to assure that your cleaning team who is responsible for cleaning several homes each working day, will be able to accommodate your special requests without impacting our other clients needs for arrival times , etc,

Your Satisfaction is guaranteed. We do not offer refunds on services that have been provided. We can however return and re-clean any areas or problems that are reported to us within 24 hrs of cleaning

When entering into an agreement for services with Maid to Order you agree not to solicit for hire any staff member introduced to you by Maid to Order for any home-related services. If you are found to have solicited one of our staff please be advised that our referral/ training fee is $2,500 

No representation or warranty made by any other person working for Maid to Order, expressed or implied other than the company owner - Theresa Peterson, which is not specifically set forth herein, shall be binding upon Maid to Order. Maid to Order reserves the right to re-evaluate rates and/or change the Service Agreement &/or policies at any time. (please see our website for up to date policies)

Maid to Order does not allow its employees to take any item from a customer’s home without having written permission for our office records. This is done for your protection as well as ours 

Privacy Policy-
We do not share your Personal or credit card information with any other parties


Service limitations - 
We do not allow our staff to climb higher than a 2 step ladder

We will move furniture weighing more than 20 lbs at our discression only to avoid harm to ourselves and to your flooring

Entry into homes -
We offer 4 different entry options to choose from, please pick the one that best suits your needs 
1) The client may opt to be home to allow access to their home the day of the cleaning.  Because we cannot guarantee exact arrival times the client must be home during their window of time to let the cleaners in.  If no one is home or our personnel are turned away for any reason a cancellation fee will be charged  (see above).  In cases where we are able to contact you and we can re-schedule to come back later that same day we charge a $10 per person/ cleaner fee (up to a max. fee of $30) for their additional unloading/ loading and travel time associated with your having not been home or your asking them to come at another time, when they first arrived.

2) The client provides to the company a key, garage door opener/ code, etc.  These items will be issued to your cleaner/ team the day of your scheduled cleaning only & are not marked with any personal information in case of loss.

3) The client may purchase a lock box for their home and provide us with the pass code.   Again - if the client forgets to leave the key in the box, the box out, or the code issued does not work the client is responsible for lock out/ rescheduling fees associated with our time spend to arrive to your home (see #1)

4) The client can choose to leave a door unlocked, place a key under the mat or leave their key in an unsecured place for the cleaners to gain entry into their home.  In this case the client releases our service of any liability that might arise from any damages or theft to their home as we cannot guarantee that we are the only ones who have access to your home.

Please note that it is not necessary for any client to have to disarm their alarm systems the day of our cleaning.  If you contact your alarm company they can assist you in programing a code that is unique to our company.