A few things to know for a great experience with us!

 

How to prepare for your cleaning:  In order to provide the best clean possible, we ask that you pick up any clothing, household items or toys. It's best if you also declutter all surfaces before our team arrives. This will help you to get the best possible result, as our team may not be able to fully clean a cluttered area, or know where you keep your personal items.

 

How to prepare for your Move-in/out cleaning: Your home should be free of all personal items and furniture. Our Move-in/out cleanings are very detailed and require us to have access to every inch of the home. There must be running water and electricity for us to clean. We also require the home to be at a comfortable temperature. 

*there will be an additional charge for homes without running water and/or electricity. 

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Parking: Our customers are responsible to provide free parking for our cleaners. Parking must be within a 1-minute walk to the home. If parking is not available to the cleaners, and we are unable to reach you, your appointment will be canceled/and or rescheduled. In the event that this happens, you will be charged our standard cancellation fee. 

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Keys and Alarm Systems: Nature Maids does not accept keys. If you will not be home for your cleaning, you will need to provide a way for our team to gain entry into your home. You can either: leave a key at the home or provide us with a garage door code or a front door code. If your home has an alarm, please provide our office with our own code to disarm the alarm, as well as detailed instructions on how to disarm and arm the alarm.

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Cleaning Supplies: We provide all of the cleaning products and equipment needed to clean your home. 

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• Nature Maids provides all cleaning products and all equipment required to clean your home. It is required that your home has running water and working electrical outlets. We reserve the right to charge our standard cancellation fee if we are not provided with running water and/or electricity. Our cleaning technicians are not allowed to climb past the second step of a step stool. We do use extension dusters, but please note that if our team feels they cannot safely dust items with the dusters, those items will not be dusted.  

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Employees: All of our employees go through our training program so that they can learn Nature Maids cleaning standards. For your protection, all of our employees undergo a background and reference check prior to their training. All employees are covered under our worker's compensation policy, liability insurance and bond.

Arrival Times: Our teams do their very best to arrive at your home at the scheduled time. However, sometimes things beyond their control (weather, traffic, etc.) can cause a delay. If our teams are running behind, they will call or text you to let you know when they will arrive.

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Cleaning Time:  The first cleaning is quoted based on a normal home condition. If your home requires special attention, we will either need to extend our time at an hourly rate or prioritize your cleaning. You will be notified before we add cleaning time, and you can approve or decline the added time, understanding your home will be left incomplete. 

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Our Quality Program: We want to know how we’re doing! In order to provide the best service possible,  we ask that you complete a short survey after each cleaning. You can choose to receive the survey via text or email and it takes less than a minute to complete. Your satisfaction is very important to us, and this allows us to make sure we are doing an excellent job every visit. Your cleaning team receives bonuses and incentives for getting an amazing score, which helps us to further ensure your service is the best available.

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Lock-Out & Late Cancellations: 

• Standard cancellation fee:

  • Nature Maids reserves the right to assess a cancellation fee for any cleaning that is canceled with less than 48 hours notice. The cancellation fee is equal to half of the cost of your cleaning for recurring services as well as one-time cleans. This fee will be charged to the credit card on file. We reserve a time specifically for you and are often unable to fill the vacant time slot at the last minute. 

• Lock-out fee:

  • Please be sure to provide entry instructions if you will not be home. We reserve the right to charge our standard cancellation fee for all lock-outs.  

• We reserve the right to refuse cleaning of your home if we encounter anything that could pose a threat to our technicians. This could include but is not limited to: mold, hoarding, abnormal buildup, aggressive animals not secured, etc.

 

24 Hour Clean Guarantee: We offer all clients a 24-hour clean guarantee - if you find anything that is included with your clean that was not done properly, we will come out and correct it. You must report any problems within 24 hours from the date and time of your cleaning. 

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Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds. However, we want you to be 100% satisfied with our services! This is why we offer a 24 hour clean guarantee, if a task was not completed to your satisfaction or was missed during our visit, simply contact the office and we will return to your home and re-clean that area. 

 

Price Adjustments: 

• We reserve the right to issue rate increases at any time. You will be notified when or if this occurs. A price adjustment might also happen if the conditions or needs of your home have changed. If you discontinue service, then later reinstate services with Nature Maids after a period of 3 months, you may receive a new rate. 

• When you are given a quote, it is an estimated price to clean your home. If we determine your home needs more care than predicted, we have the right to either adjust the price or to refuse the service. We will never adjust the price without speaking to you first. In the event that we cannot get in touch with you, we have the right to discontinue cleaning.  

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The following is a list of things our teams do not clean or do: 

• Bodily fluids, blood, urine or feces, (including pet waste and rodent droppings). We are not trained or certified to clean these types of materials. 

• Any home with insect infestations. If an infestation is identified, the cleaners assigned to your home will leave. You will be contacted immediately and our standard cancellation fee will be charged. 

• Chandeliers

• Wash walls (we will spot clean walls as needed)

• Remove paint

• Move or lift items weighing over 20lbs

• Empty diaper pails 

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Credit card on file: We require all new clients to have a credit card on file. This card will only be charged for the following reasons:

1. If you choose to make your payment with the card on file. *Please note, we charge a 3% surcharge for all credit card payments.

2. If a check does not clear our bank, we will run the credit card on file for the amount on the check plus a $40 NSF fee. 

3. Payment is not left for our team at the time of our arrival, or Venmo requests are not paid within 24 hours.

4. Lock-Outs or Late Cancellation fees.

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When and how to pay? Payment is required at the time of service. You can pay by Venmo, check, debit card, credit card, or cash - whichever is easiest for you.

 

Tipping: Nature Maids never requires tipping, but our teams always appreciate it!. We have teamed up with a local company to send tip requests via text message after each cleaning. If you chose not to receive these texts, please let us know and you will be removed from the list. Alternatively, you can Just leave your tip your payment and management will make sure that your cleaning team receives 100% of their tips. If you pay by credit card, you can add your tip to the charge, just reach out to us in the office and we can be sure to add it to your credit card charge.  

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*There is a $40 fee for returned checks, which will be charged to the card on file.        

 

*Late fees accrue at $35 per month.

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Pets: We love pets! However, we would appreciate your help in making sure that your pets are secured and safe on cleaning days. Please let the office know of any special requirements required to keep your pets safe.

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*For health reasons, our staff will not clean pet beds, litter boxes, vomit, urine or fecal matter.

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Your Valuables: If you have any valuables, including collectibles or expensive objects, please let the office know so that we can make note of it on your account. You are responsible for letting us know if there are any objects in your home you would not like us to clean or handle. Please secure any money, credit cards, and checkbooks before your cleaning, as we are not responsible for missing currency. 

 

Broken/Damaged Items: We train our staff to clean while minimizing the risk of breaking or damaging items in your home. However, these things do happen, although it is not common. If our team damages or breaks an item while cleaning your home, they will take a photo, notify our office right away, and if you are home, they will also let you know. You will be notified of the damaged or broken item, and we reserve the right to replace or repair the item. If there is an item that is believed to be damaged by one of our team, it must be reported to our office within 24 hours. Please note, we can not take responsibility for items that were broken or damaged because they were not properly attached or secured (for example, a tv or picture that was not properly attached to the wall).

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Lifting, Climbing and bending: Our employees' safety and wellbeing are very important to us, and we are determined to keep them safe. In an effort to prevent injuries, our teams are not allowed to: climb above the second step on a step stool or ladder, move items that weigh more than 20lbs, clean floors on their hands and knees (exceptions would be bathrooms floors) or use something that is not a step stool or ladder to climb on top of.  These types of activities put our team in danger of hurting themselves or damaging your property. If you would like us to clean behind a large piece of furniture or a large appliance, please move the furniture or appliance before or upon our arrival. 

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Climate Control: The temperature inside of your home should be at a comfortable setting before we arrive. We will not provide services in an environment that isn't physically comfortable for labor. This includes but is not limited: to extreme heat or cold. In the event that your appointment is canceled due to climate, our standard cancellation fee will be assessed.

 

Thank you for choosing us for your cleaning needs

and being a part of the Nature Maids family!