Thank You
Our office staff is carefully reviewing the details of your booking to ensure everything is hunky-dory.
Policies, Procedures and
Customer Guidelines
We bring our own supplies and tools because (1) we have tested our products to make sure they provide quality results, (2) our employees are trained in their proper use, and (3) to free you from having to keep track of what we need before your scheduled cleaning day. If you would like us to use your cleaning product we ask that you call the office for pre-approval. Due to OSHA regulations, we are required to have Safety Data Sheets for all chemicals our technicians use.
Our cleaning technicians come with a 2-step ladder. We are unable to use client ladders or climb higher than two steps. Higher items will be dusted with an extension duster to the best of our ability. We can reach up to two-stories with our extension duster so we can get those higher ceiling fans, ceilings, lights, etc.
We offer a general feather dusting of blinds, we do not service mini blinds. Please allow for some dust resettlement after we leave, we try to limit the dust in the air but cannot prevent this entirely. We cannot be held liable for blinds/shutters that have dry rot, sun damage and/or are not installed properly.
Maid in Hoboken will move furniture on occasion in order to clean behind it. We will move “light” furniture (10-15 lbs) but we do not move refrigerators, stoves, washers, dryers, etc. We will try to reach all visible places either by hand or with an extension duster. If there are heavy pieces of furniture that require moving, we ask these items be moved prior to the cleaning. Maid in Hoboken will not be responsible for scratches in flooring due to unprotected furniture legs.
Your pets are members of your family and we respect that. However, if your pet is afraid of vacuums, territorial or overly friendly this could interfere in allowing us to do our work. We politely request that they be placed in areas that we are not working, such as in crates/kennels or with you . Our technicians are not trained to clean pet excrement, this includes cleaning of litter boxes and dog kennels.
Insect infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, we will not clean until the problem has been rectified. Please do not expect us to clean up dead insects that you’ve sprayed (i.e. ants, etc.). We will leave you a note or call you regarding the problem.
We offer 3 entry options to choose from:
- The client may opt to be home to allow access to their home the day of the service.
Maid in Hoboken cannot guarantee the exact arrival times so the client must be home between 8:30 a.m. and 4:00 p.m. to let the cleaners into the home. If for any reason there is a cancellation within 24 hours of of the cleaning a cancellation fee of $50.00 will be charged. - The client provides a key, or code to gain access to the home.
Keys will be placed in a secure safe at Maid in Hoboken’s office. The driver or team will be issued a key the day of your scheduled service to gain access to the home. The key will be signed out by the driver or team and signed in after each scheduled service and placed back in the safe. The keys are not marked with any of your personal information in case they are lost. In the event the code given is not correct and cleaners cannot gain access to the home the client is responsible for the lock out fee of $100.00 will be charged for that service. - The client can purchase a lock box to place a key inside and provide Maid in Hoboken with the pass code.
In the event for any reason the key is not in the lock box or the code does not work when the cleaners arrive to clean home; the client is responsible for the lock out fee of $100.00 that will be charged for that service.
NOTE: In the event the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, the client will sign a release form stating that Maid in Hoboken will not be held liable for any damages or theft to the client’s home.
If your home has a security system, please inform us how you want to handle it. Security and safety of your home is a major concern for us, and our staff is sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home unless pre-approved by our office.
Please note that it is not necessary for you to have to disarm your alarm systems the day of our cleaning. If you contact your alarm company they can assist you in programming a code that is unique to our company. It is common for clients with alarms to give us our own code. Our technicians are trained on how to disarm and re-arm alarms.
It is very difficult to commit to an exact arrival time because of our ever changing schedule and the fact that we don’t finish cleaning each home at an exact time. We service homes between the hours of 8:30 a.m. and 4:00 p.m. and will strive to be at your home within a two-hour arrival window.
In the event that you reschedule, skip or cancel your service, we ask that you give a 24+ hour notice. Without a 24 hour notice you will be charged a $50 cancellation fee. Cancellations on the same day of service for any reason will be charged $100 and if our team arrives to the facility and is locked out or turned away then you will be charged the full rate of service. All cancellations must be made through our office. When adding an additional service to your cleaning please call us 24+ hours in advance.
NOTE: All cancellations will cause the rate for your next cleaning to increase to the next level [ex: if you are serviced weekly and you skip a service, you will have to pay the bi-weekly rate for your next cleaning, if you are serviced bi-weekly and you skip a service you will pay the monthly rate for your next cleaning].
Maid in Hoboken has a “no check/no clean” policy. Payment of the amount due is processed the day of service or the following day and the funds must be available. If you are not paying by credit card, please leave payment on the counter in an envelope marked Maid in Hoboken. Credit cards are required at time of booking even if payment will be in cash.
Checks returned for NSF will be assessed $40. In this event your credit card will be charged for the cleaning plus the $40 NSF fee. If we do not receive payment the day of your cleaning and your credit card is not authorized, we will charge $10 per invoice. In the unfortunate event that we are unable to collect on past due payments, accounts will be forwarded to our collection agency.
Maid in Hoboken accepts cash, checks, Visa, MasterCard and American Express.
Hourly fees are billed by labor hour, e.g., one cleaner for one hour ($55) = one labor hour; two cleaners for one hour ($110) = two labor hours for initial cleans. Move out, move in and recurring cleans are billed at a different rate.
We reserve the right to adjust our rates and policies at any time.
State law requires us to collect sales tax and this is in addition to our fees.
Tips are always appreciated but not required. Feel free to leave cash in a marked envelope or request our Venmo account. We can provide you with tip envelopes upon request.
There is a yearly 3% cost of living increase in which advance notice will be given to each client by email prior to the billing of said increase. Maid in Hoboken reserves the right to raise prices at anytime.
Maid in Hoboken asks that the client call the office 48 hours in advance of their scheduled service for any special requests.
Any additional service requests must be submitted to the office and not to the on-site staff.
Any services requiring extra labor, supplies and/or equipment will be billed additionally for these services. Any services not normally included in the cleaning package that the client selected will be an added charge unless it is noted in the client’s service agreement.
Maid in Hoboken will place trash in client’s trash receptacle. If no receptacle is provided trash will be left at the curb in front of the property. If Maid in Hoboken has to remove trash off site, there will be an extra charge.
Maid in Hoboken needs your input on the overall experience and quality you are receiving so that we may address concerns that are important to you. We encourage you to fill out the periodic survey requests that are sent to your email. Maid in Hoboken performs random quality control inspections and will leave behind a card indicating so.
The cleaners need to be able to work without distractions. Every effort is made for the cleaners to work safely, but we cannot assume liability for the safety of others while cleaning your home. This includes children and pets. In the event the cleaners are not able to work without distractions that affect their ability to work at their normal speed, Maid in Hoboken reserves the right to charge for their extra time spent in the client’s home.
The safety of our employees is extremely important. To decrease the risk of injury to employees we are unable to move heavy objects, flip mattresses, etc. We are unable to clean up vomit, blood, urine or excrement. Additionally, if there are contractors, maintenance personnel or any other contracted worker present in the home while our team is present we will have to vacate the premises billing the entire amount of the clean.
If for any reason a cleaner of Maid in Hoboken feels that their personal safety is in danger enough to leave the job site due to actions by the client, client’s guests or animals, the client will be liable for the full cost of the service.
As a courtesy Maid in Hoboken will change the linens in the master bedroom provided the linens are left on the bed. There is an additional charge to change linens on other beds in the home.
It can happen when you least expect it! Maid in Hoboken can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, etc.
Curio cabinets, figurines, glassware and items of extreme value or sentimental value should be cleaned by the client. If an item is broken by one of our cleaners, Maid in Hoboken will pay up to $100 per item or replacement cost when value is verifiable. Please remove any item that is irreplaceable prior to your scheduled cleaning.
Accidents do happen. If we are responsible for damages to your home or items in your home, we will leave a note for you the day of the cleaning. We make every attempt to repair, replace or pay for any items that we have damaged.
We will not assume liability for pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner (e.g. heavy pictures hanging from thumb tacks, not anchored properly to walls). Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by home owner.
All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used. We reserve the right to take photographs in your home as it pertains to our work.
Should you decide you would like us to clean items of monetary or sentimental value (>$100) e.g., items within curio cabinets, etc., the following will apply: Client hereby releases us from all liability arising out of cleaning these item(s). Client understands that he/she is completely responsible for repairing or replacing any damaged item(s) even if we may have caused the need for repair or replacement.
The longer we live in our homes, the more wear and tear builds up in it. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring, grout, window tracks, etc. are all areas where wear and tear will impact results. Additionally please note that we do not specialize in removing paint splatter, spots or stains. These areas may take more than one cleaning to improve in appearance or may not come clean at all.
Maid in Hoboken asks that your sink be free of dishes so we are able to clean and wash your sink during our time in your home. If dishes are left in the sink you will receive a reminder card from our staff the first time. However, in the event that we return to your home and dishes are once again in the sink, there will be an additional charge of $10 to move the dishes from your sink to the dishwasher. If the dishwasher is full we will be unable to clean your sink for that cleaning.
We want you to be absolutely delighted with the cleaning service! Report any concerns to our office at 201.659.9500 within 24 hours after the service. We will return and re-clean the area(s) of concern at no cost to you.
When a client enters into an agreement for services with Maid in Hoboken the client understands that they will pay a $3,500 training fee to Maid in Hoboken if they engage in a working relationship directly with any employee of Maid in Hoboken during the course of this agreement other than through Maid in Hoboken.
Please put away produce, baked goods or any other fresh foods. Maid in Hoboken will not handle any of these items nor will we use any cleaning solutions in a room if there are any of these items left out.
Our office is closed and there will be no cleanings scheduled on the following holidays:
- New Year’s Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Christmas Day