How do I make a booking?
Requesting a change in cleaning dates
How do I pay my bill / What payments do you accept?
Can I give you my key?
How do I get my receipt?
What is included in a clean?
Do you charge hourly or do you charge a fixed price?
We charge by the hour. We charge £22.00 for a one-off clean, £17.00 for a fortnightly clean & £16.00 for a weekly clean. All prices are per hour per cleaner. Cleaning supplies and equipment may be extra dependant on the type of booking made
Do you provide the cleaning supplies?
For recurring cleaning we can provide cleaning supplies at a fee of £5 per clean. For end of tenancy and one off cleans we provide these although there will be an additional fee for carpets and ovens.
RECURRING CLEANING TERMS AND CONDITIONS
Requesting a new cleaner
What do I do if something is damaged?
Cancelling after your first clean
Cancelling your services
END OF TENANCY AND ONE-ONE OFF CLEANING TERMS AND CONDITIONS
YOU AGREE TO THE FOLLOWING TERMS AND CONDITIONS ONCE A BOOKING HAS BEEN MADE
Free re-clean guarantee
Our cleans are protected by our free-re clean guarantee*. We guarantee that our cleans will meet the standards and criteria set out in our “What’s included page”: https://maidmyhome.co.uk/whats-included/
In the unlikely event there are any issues with the clean and you think we have fallen short of the standards set out in the what’s included criteria you need to:
- Notify us in writing within 48 hours of the clean finishing – this can be done at firstname.lastname@example.org
- Explain in writing what the issue is.
- You will need to include any relevant pictures to illustrate your issue or complaint.
If we deem that there have been any valid issues raised we will make attempts to re-clean as required free of charge. We will make a booking with yourself within 7 days of the original booking date, we will offer 3 possible re-clean times and dates. If non of these are accepted by you then our offer to re-clean for free ends. We will make every effort to find a time and date suitable to yourself but this cannot be guaranteed.
*Please note only cleans where we have been given the opportunity to stay for as long as we deem necessary to get the clean completed to our standards are covered. Any one off cleans booked for a fixed period of time at the customers request are not covered.
Prices and estimations
We charge per hour per cleaner.
The number of cleaners who attend to complete the clean may differ from the number given in the booking confirmation email.
The estimated time given to you in your booking confirmation email is a guideline and is based on information you have provided when making the booking.
The actual time taken to complete the clean may be higher or lower than the estimated time.
If the time taken to complete the clean is less than the estimate given we will only charge you for the hours worked.
If on arrival our cleaners decide that the job will take 2 hours or longer than originally estimated we will contact you to inform you. You will then have the opportunity to ask for the extra hours to be done so the job can be completed to our normal standard which we guarantee*, or only complete the hours estimated.
In the event that you do not respond within an hour you accept that we will complete the clean and charge you for the extra hours.
If you do not agree to us staying the required amount of time we deem necessary for us to complete the clean to a necessary standard your clean will not be guaranteed by our free re-clean policy.
A hold may be placed on your card 24 hours before the clean, please ensure there are sufficient funds in the account. This is not a charge – it is just a test to check there are sufficient funds to complete the clean. If there are not sufficient funds on the card we will contact you. You will need to provide a different card in order for us to go ahead with the clean. If you are unable or refuse this will count as a cancellation within 48 hours of the clean.
Payment will be taken on the day of the clean after the clean has finished and will be amended to reflect the amount of time spent at the property by the cleaners.
Payment will be taken from the card supplied when the booking was made.
In the unlikely event something is damaged during your clean and you wish to make a claim, you must email email@example.com with the information within 48 hours of the damage occurring. It is essential that you attach images of the damage. Claims cannot be made over the phone as we will require photos of any damage to allow us to make an accurate initial assessment of the claim. Any emails received after 48 hours will not be accepted.
We have a £5m public liability insurance policy underwritten by a leading insurer. There are excesses of at least £250, depending on the specific type of claim, which will be at your cost. Please email us at firstname.lastname@example.org for more information on this.
Cancelling your services
All cancellation require at least 48 hours notice.
You can cancel or amend or reschedule your booking at any time up to within 48 hours of the start time of the clean.
If you wish to cancel or reschedule the booking within 48 hours of the start time you may be charged the entire value of the booking.
If you make a booking that is due to start within 48 hours this policy still stands and you may be charged for any cancellations or rescheduling.
We need to be able to gain entry to the property. If we are unable to gain access to the property this will be taken as a late booking cancellation and the entire booking fee may be charged.
We need electricity and hot water to be available at the property in order for us to complete the clean. If this is not provided or available this will taken as a late booking cancellation and the entire booking fee may be charged.
If for any reason we are not able to attend your property to complete the clean we will notify you as soon as possible and offer you an alternative date. We are unable to offer any compensation for any losses incurred by yourself as a result of us being unable to attend your property to complete the clean.