Service Policies

 

 

 

Payments

 

Selfmaid only accepts credit / debit card as form of payment. Some exceptions apply, please email us directly for different payment method. Credit card information is taken at time of booking. However, we DO NOT charge the card at this time. A hold will be placed on your account (for authorization ) one (1) day before the service in the amount of your total balance. THIS HOLD IS NOT A CHARGE. Your card will be charged after the service has been completed. Unless otherwise noted, payment information must be collected from all customers and authorized prior to job starting. If your service is cancelled for any reason, this hold will be released within 2-5 days.

 

100% Guarantee Policy

 

Selfmaid is proud to offer our 100% Satisfaction Guarantee. If you’re not satisfied, we’re not happy.

After the service, we ask you perform the mandatory inspection with your cleaning team. If you are not 100% satisfied with the work performed, our teams are happy to re-clean any missed areas per your request, FREE OF CHARGE at the WITHIN 24HRS FROM THE BOOKING HAS BEEN SCHEDULED.

Note to INSPECT CAREFULLY: After you’ve done the walk through Selfmaid’s services are complete. Any additional services will be charged accordingly. In an event where clients are unable or choose not to perform the walk through inspection, our 100% SATISFACTION GUARANTEE will be considered null and void.

 

Cancellation Policy

 

Being there when we say we will is important to Selfmaid. We reserve a time and team for each customer. Customers have up until 24 hours before their service appointment to make any schedule changes or cancellations. Cancellations made after this time will be charged a cancellation fee of $50 dollars for services. 

Situations that would result in a cancellation fee after the team arrives for the appointment include, but not limited to: no running water and/or electricity; unsafe or hazardous environment (i.e. excessive mold, pest/bug infestation); team is unable to access the property (doors are locked and no key is provided, no one is there to let them in, etc.) and they are unable to reach you; no available parking.   

 

 

30 Minute Arrival Window

 

We always do our best to show up on time, however we ask that customers please allow us a 30-minute window to account for traffic, parking, and other surprises along the way.

 

Authorized Account Holder Policy

 

Selfmaid cannot respond to any concerns, issues or complaints from anyone other than the account holder, unless authorized by the account holder. We need to get a verbal or written documentation from the Account Holder or Authorized Contact before we can discuss any information about the account.

 

Safety Policies

 

  • Reaching High Areas – We cannot guarantee we can reach the high areas higher than 7′ ft. Due to liability & safety reasons, our teams are not able to climb on ladders or reach high areas.
  • Moving Large Appliances – We’re happy to clean around or underneath your large appliances, However, due to liability reasons our cleaners are not able to move them. If you’d like us to do this, we kindly ask that you please move large appliances for us.
  • Interior Window Cleaning – Window/s should be accessible via 2-3 step ladder. Due to liability & safety reasons, our teams are not able to climb on ladders or reach high areas. Interior window cleaning is included on sliding glass windows and jalousie windows.
  • Screen Cleaning – We request that the customer remove screens for our cleaners. Due to liability reasons our teams are not be able to detach and / or install window screens.

 

Stain and Mold Removal

 

We cannot guarantee removal of all stains and mold on grout and tile inside the bathroom and kitchen. However, will try our best to have it removed.

 

Move Out Cleaning

 

For Move Out cleaning service, we kindly ask that all furniture and personal belongings be removed from the space before we start working. We also ask that customers do not schedule any moving or other services (painting, constructions) during the time of their cleaning. This is to ensure that we can do the best job possible. If we need to work around other crews there will be 30% fee of the total service added.

 Also, if customers would like us to clean around or under any large appliances, we ask that they move them for us. Due to liability reasons, our maids are not able to move these types of items.

 

Deep Cleaning

 

We kindly ask ask that customers receiving Deep Clean service pick up clothing, personal items and clear up cluttered areas prior to our arrival. We make this request so that our cleaners can best access surfaces for cleaning.

 

 

Laundry Services

 

Number of loads

 

Laundry of linen, towels and clothing is not included in the service. It is an add on to the booked service. We will count loads as prepared by you, if for any reason we assume that number of loads is incorrect, you will be informed about the change and additional charges on the booking before we move forward with laundry service.

 

 

Suitability for Laundering

 

By using our service, you agree that your clothes are suitable to be washed in water, on a normal cycle, and dried using heat in a tumble dryer. We cannot be responsible for any damage to clothing that is not suitable for this standard laundering process.

 

 

Laundry Detergent

 

We do not provide laundry detergent. We kindly ask you to provide laundry detergents of you choice and leave instructions to how to use them. Otherwise, we will be using it with standard instructions we find on the container.

 

 

Damaged Laundry

 

We will do everything we can to avoid damaging your laundry. Unfortunately there are limitations to what we can do. For example, we don’t have time to check your pockets to see if you have left anything in them. Therefore, we can’t be held responsible if something left in your laundry (like lipstick, chewing gum, or a pen) causes any damage.

All laundering processes, regardless of how gentle, cause normal wear and tear on clothing. As a result, we cannot be responsible for any wear and tear of laundry, including loss of buttons, fading, fatiguing, holes, or abrasions.

Cleaning and drying laundry also creates other risks. We do not individually examine every garment prior to placing it in the laundry. Therefore, if something is “dry-clean only,” or otherwise unsuitable for common washing and drying techniques, please do not include it in the laundry you want us to wash.

We kindly ask you that you do the separation of fabrics and take responsibility for what’s in each load. Along the same lines, we can’t be held responsible for the re-disposition of colors (aka bleeding) or dimensional changes (aka shrinking or stretching).