Maid Service Today Customer Policies and Procedures

Maid Service Today Customer Policies and Procedures


At Maid Service Today, transparency and customer satisfaction are paramount. Below is our polices and procedures when dealing for our customers.  If you have any questions about our policies, feel free call/text us at 650-977-2968 or [email protected]. We value your trust and look forward to delivering exceptional cleaning services for your home.


Pricing, Payment, Scheduling, and Other Policies


  • Arrival Time: Given our dynamic schedule and the unpredictable area traffic, providing precise arrival times is challenging. We normally ask for a 2-hour arrival window for a cleaning job. Our cleaner will do his/her best to arrive on time, but we CANNOT GUARANTEE the exact arrival time. Our service window is from 8:00 AM to 4:00 PM. Your afternoon cleaning may occasionally shift to the morning.
  • Flat-Rate Pricing: Enjoy simplicity with our flat-rate pricing based on your home’s square footage and selected services. The price remains fixed, providing transparency and predictability for a hassle-free experience. For unexpected changes in home conditions or cleaning times much longer than expected, we hold the right to adjust the price or switch to hourly billing at our standard per-cleaner hourly rate for transparency.  
  • Changes from Original Quote: While our initial estimates aim for accuracy, unforeseen circumstances may necessitate adjustments to the quoted price. Each cleaner works at their own pace, and we’ve factored in ample buffer time for the cleaning process. Since we haven’t physically inspected your home, the estimated hours are grounded in our experience with standard conditions. Should the cleaning exceed the norm due to the home’s condition, any additional hours will be billed at our standard cleaning rate.  Please note the following:
    • 1 Bedroom up to 1,000 SF: If cleaning exceeds 4 hours, additional hours will be billed at our standard rate of $60 per hour.
    • 2 Bedrooms up to 1,250 SF: If cleaning exceeds 5 hours, additional hours will be billed at our standard rate of $60 per hour.
    • 3 Bedrooms up to 1,500 SF: If cleaning exceeds 6 hours, additional hours will be billed at our standard rate of $60 per hour.
    • 4 Bedrooms up to 2,000 SF: If cleaning exceeds 8 hours, additional hours will be billed at our standard rate of $60 per hour.
  • Rate Increases: We may adjust rates to cover costs, ensuring advance notice to our clients.
  • Scheduling Requests: While we can’t guarantee specific technicians, we provide estimated arrival times and offer consistent days for recurring services.
  • Discounts: Enjoy discounts for recurring cleanings based on frequency. Schedule changes may affect discounts.
  • Rescheduling: Use our online form for reschedule requests. Recurring Cleaning reschedules prior to the next scheduled cleaning incur no extra charge.
  • Skipping a Cleaning: Recurring Cleaning customers skipping a cleaning may face a $50 Skip Fee on the catch-up cleaning.
  • Non-Refundable Deposit: For first-time cleanings, a $100 non-refundable deposit is required, applied to your cleaning cost. Cancellations post-scheduling result in retaining the full deposit.
  • Before and After Walkthrough: Our cleaning process prioritizes transparency and customer satisfaction. While we furnish a list of potential cleaning tasks, it’s crucial for the customer to communicate specific cleaning needs during the initial walkthrough. If certain items aren’t pointed out, our cleaner may skip them, ensuring efficiency. Before the cleaning, a pre-cleaning walkthrough assessment is conducted to understand customer expectations. Post-cleaning, a comprehensive walk-through with the customer allows them to assess and confirm service quality before payment. Invoice payment is only due after the customer approves the cleaning during the final walk-through, emphasizing transparency and customer contentment. No exceptions are made to this payment process.
  • Health Policy: For the well-being of our cleaners and customers, kindly inform Maid Service Today in advance if someone in the house is unwell. This allows our cleaner to take necessary precautions, such as wearing a mask, during the cleaning process. Your cooperation is appreciated in maintaining a healthy environment for everyone involved.
  • Onsite Distractions: To ensure efficient work, a distraction-free environment is appreciated. While we prioritize safety, we can’t be responsible for others’ well-being during cleaning, including children and pets. In the event of disruptions affecting our workflow, we reserve the right to charge for additional time spent. If, for any reason, a cleaner 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, the Maid Service Today customer will still remain liable for the full cost of the job.
  • Difficult Cleaning Areas: 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.
  • Cancellations: We are in an extremely low-margin business, and last-minute cancellations can disrupt our schedule, causing inconvenience for our clients, our staff, and our cleaners.  While you have the flexibility to reschedule, skip, add, or cancel cleanings, we kindly request a 72-hour notice for these actions. Cancellations within 48 hours will incur a $100 fee. If a cancellation is made after our team has traveled to your home, you will be charged 50% of the total cleaning fee regardless if any cleaning is done or not.  Full payment is required before scheduling any future work.
  • Late Changes and Late Cancellations: Changes or cancellations made within 48 business hours are subject to a $100 fee. Appointments scheduled within 24 hours will incur a $100 cancellation fee if canceled after the appointment has been set.
  • Cancellation Process: Customer can call/text Maid Service Today at 650-977-2968 if there is a cancellation. Each cancellation must receive an approval text or email from Maid Service Today to make it official.
  • Lockouts: Failure to allow access results in a lockout fee equal to the cleaning cost. We will wait up to 30 minutes if we can’t access the property.  Please provide access instructions if you will not be home or on-site.
  • Overdue Invoice Policy: The invoice is due immediately after the final walk-through. Customers are provided a 2-day grace period for payment after an invoice becomes overdue. Following this grace period, if the invoice remains unpaid, a 2% ongoing interest rate (24% per year) compounded daily will be applied. In the event that Maid Service Today needs to employ legal and other measures for collecting the overdue invoice, the customer is accountable for covering all associated fees, encompassing legal and collection expenses.
  • Tipping: While optional, tipping is appreciated and can be added to your credit card or given in cash.

Breakage Policy


Report breakage within 7 days. For verifiable negligence, we reimburse up to $100 per item. We may repair items instead of reimbursement. Breakage due to inherent instability may not be covered.

Other Policies


  • Employee Safety: Maintain safe access for technicians. In warm weather, the AC may be set at 77°F during cleaning.
  • Unfair Solicitation: Customers must compensate Maid Service Today $3,000 for the private hiring of contracted cleaners.  If we have to collect this fee through the collection or legal process, customers will be responsible for this fee in addition to all the legal and collection fees.
  • Additional Services: Request Add-On services a day in advance, providing flexibility beyond standard cleaning.
  • Services We Do Not Offer: Refer to the list of services we do offer for each type of cleaning on our Website, ensuring clarity on our capabilities. We can discuss services that are not listed on our website on a case-by-case basis.

COVID-19 and Other Health Procedures


We prioritize health and safety:

  • Our technicians wear masks upon request.
  • Maintain a safe distance of 6 feet.
  • Towels are washed before and after each use.
  • Equipment is sanitized between homes.
  • Sick employees are prohibited from working.
  • Your well-being is our priority. Thank you for choosing Maid Service Today.

If you have any questions or concerns, please contact us here.


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