FAQ | Policies & Procedures

Customer Referral Program:

Maid 2 Clean loves referrals! When you refer a friend, both you and your friend benefit through our Rockstar Referral Program:

• You’ll receive a $50 Amazon Gift Card when your friend books a Top-to-Bottom Deluxe Cleaning.

• Your friend will receive $50 off their cleaning.

• If your friend signs up for recurring service, your next recurring cleaning is free.

• After they remain a recurring client for 120 days, you’ll receive an additional free cleaning.

• Your friend will also enjoy $20 off their first five recurring services.

Referral rewards are applied once the referred client completes the qualifying services. Full program details, rules, and conditions are available on our Referral Program page 

Gift cards: Give the gift of a clean home! Gift cards are available for purchase online or by calling our office. They make the perfect housewarming, wedding, anniversary, baby, or holiday gift.

Tips to our Staff: Tips to our staff are a great way to show your appreciation, but they are not required. The suggested tipping range is 10%-20% of the cleaning fee.

Access to your Home: Please ensure we have guaranteed access to your home when we arrive to clean. You may let us in, leave a door unlocked, provide a door code, a garage code, a lockbox code, or the location for your hide-a-key. Maid 2 Clean does not hold keys, we are happy to accommodate any arrangements you prefer. If we arrive for your cleaning and are unable to gain entry, you will be responsible for the full price of the cleaning. This fee applies any appointment scheduled where the property is not accessible and/or Maid 2 Clean’s staff is en route to the scheduled cleaning. This fee is to cover the loss of wages for our cleaning technicians, travel expenses, and the time reserved for your cleaning on the schedule. If the property is inaccessible upon our arrival, it will be deemed a no notice cancellation 15 minutes after we reach your location and have attempted to establish contact. All communications received outside of normal business hours will be considered received at time of opening the next business day.

Appointment Changes, Skips & Cancellations

We understand that schedules change. Because recurring appointments reserve dedicated time on our schedule and provide expected working hours for our cleaning technicians, advance notice is required when changing an appointment.

Rescheduling or Cancelling an Individual Cleaning

Clients must provide at least two business days' notice to cancel or reschedule a scheduled cleaning.

Business days are Monday through Friday, 9:00 AM–5:00 PM, excluding holidays and days the Maid 2 Clean office is closed.

All requests must be made directly through the Maid 2 Clean office. Telling a cleaning technician does not constitute valid notice.

Communications received outside normal business hours will be considered received when the office reopens on the next business day.

Appointments canceled or removed from the schedule with less than two business days' notice will be charged 50% of the scheduled cleaning price.

Skipped Cleaning Policy

A "skip" is a temporary scheduling accommodation for an active recurring client who intends to continue recurring service.

Biweekly clients receive up to 4 skips per year.

Every-four-week clients receive up to 2 skips per year.

Additional skips beyond the included amount will result in a catch-up fee of $40 for biweekly service or $60 for every-four-week service.

Two consecutive skipped visits will automatically convert the next completed visit to an Initial General Cleaning at the applicable rate.

A scheduled cleaning may be moved up or back by up to one week, subject to availability, without counting as a skip.

If Maid 2 Clean needs to reschedule your appointment, the change will not count as a client skip.

A Skip Is Not a Cancellation of Recurring Service

Skipping, moving, rescheduling, or temporarily pausing an appointment does not cancel recurring service and does not replace, satisfy, shorten, or bypass the required notice for terminating recurring service.

If a client skips, cancels, moves, reschedules, or pauses a cleaning and then requests termination of recurring service before completing the next regularly scheduled cleaning, Maid 2 Clean will use the date the affected appointment was originally removed from the schedule when determining whether the required termination notice was provided.

If the appointment was removed with less than the required 14 calendar days' termination notice, the appointment will be considered part of the termination notice period and the client will be responsible for 100% of the regular scheduled cleaning price.

A skip may not be used to remove an upcoming cleaning and then terminate recurring service in order to avoid the 14-day termination requirement.

Maid 2 Clean will not assess both an individual appointment cancellation fee and a recurring-service termination charge for the same appointment.

Catch-up fees are intended to cover the additional cleaning time typically required after a skipped visit. These policies also help maintain consistent service quality and protect the working hours reserved for our cleaning technicians.

WHY THIS POLICY IS IMPORTANT
This structure allows us to maintain consistent quality in your home, keep visit times reliable, and ensure your cleaning technician has the time needed to complete your cleaning properly. It also provides schedule stability for our staff while protecting the level of service you receive at each visit.

HEALTH & ILLNESS POLICY
If anyone in your home is sick with a contagious illness (including flu, cold, pneumonia, chicken pox, lice, or COVID-19), please contact the office to reschedule your cleaning. This helps prevent the spread of illness and keeps both clients and staff safe.

Payment: Payment is due at the time services are rendered. We accept cash, credit cards, debit cards, and checks. Checks must be left out on your kitchen counter for your service provider at the start of your cleaning if you are not typically home. There is a $35 fee for all returned checks. If payment is not received at the time of your cleaning, we will charge your credit card on file. If we are unable to obtain payment, you will be charged a late fee of $35.00 dollars. If we are required to hire an attorney to collect any amounts owed by you, you will be responsible for all costs and fees associated the collecting the debt.

Estimates, Home Condition & Billing Disputes

All prices are estimates only, based on information provided at booking. Rates may be adjusted if the actual condition, size, or scope differs. Maid 2 Clean reserves the right to:

1. Adjust the rate, or

2. Decline service.

If service cannot be completed due to misrepresentation, unsafe conditions, or access issues, you may still be charged 100% of the fee.

By booking, you authorize Maid 2 Clean to charge your payment method for all services rendered, including adjustments due to inaccurate information.

Credit Card Disputes & Chargebacks: Filing a chargeback without first notifying Maid 2 Clean within 7 days of service is a breach of contract. Clients will be responsible for all costs (attorney, collection, bank fees) associated with recovering disputed amounts.

Arrival Time: Due to the time-consuming and unpredictable nature of travel and weather, an exact arrival time cannot be guaranteed. We provide a 1-hour arrival window, and our technicians will send you an “On the Way” message to notify you of their ETA. You will be unable to reply to this automated message from our scheduling system. Please call our office at 570-588-8944 if you need to reach us.

Waiting Time & Lockouts: Our cleaning technicians are scheduled to arrive within an established arrival window and must be able to begin working promptly. If our team is unable to gain access to the property or begin the cleaning within 15 minutes of arrival due to an access issue or circumstances within the client's control, the appointment will be considered a lockout and the client will be responsible for 100% of the scheduled cleaning price.

Customer Responsibilities

Customers must provide:

• Electricity, running water, HVAC, and safe walking conditions.

• Privacy: Maid 2 Clean follows a Closed Door Policy. Cleaners will not open or enter any closed door. Please close doors to rooms you do not want cleaned.

Failure to provide these conditions may result in cancellation with the full fee due.

Preparing for the cleaning: No need to clean before we arrive, please leave it to us! But please do have personal items cleared away and rooms ready to be cleaned so we can provide you with a more detailed cleaning. Please make a trip through the home and put away loose items such as dirty dishes, toiletries, laundry, blankets, shoes, papers, kid’s toys, animal toys, and games. If your home does need extra TLC and extensive pick-up is required for us to clean, you will be charged for the extra time needed.

The Best Setting for Your Cleaning: The best setting for cleaning is when no one is home. Since this is not always possible, please reduce distractions so our technicians can work uninterrupted. We recommend scheduling your cleaning on a day when fewer people, and thus less commotion, will be in the home. Working safely is very important to us, we recommend children are out of the area we are cleaning. We may be working with equipment and products that are not safe for them. We love your pets! Please be sure to secure any pets who may get anxious, stressed, or threatened by commotion, or noise of a vacuum. In the instance your pet harms or bites one of our staff, you will be notified immediately, and you will be billed for all expenses incurred from the injury.

Requests and Add-Ons: Any cleaning outside of our agreed-upon scope of work is an “add-on” and additional fees will apply. Add-ons must be scheduled ahead of time, no later than 72 hours in advance of your scheduled clean, and cannot be added on the day before your cleaning or at your cleaning. These include but are not limited to, renovation dust and debris clean up, inside appliance cleaning of the oven or fridge, sunrooms/porches, and any tasks not included in your work order. An add-on fee may apply after you host a large gathering, adopt new animals, or move a new occupant into the home. These changes can substantially increase the scope of work and service needs for your cleaning. Please notify our office prior to your scheduled cleaning of any changes, in some cases, a reevaluation of your service rate may be necessary.

Sheet Changes: If you choose to have your sheets changed as a part of your service, please leave a full set of clean linens on the bed. Our staff is not permitted to go through your closets or personal belongings to locate clean linens. Please ensure we have a full set of linens to give you a successful result.

Quality Assurance: Our employees take great pride in their work and want to be informed when you are disappointed with your service. Our training process is thorough and arduous, our staff is trained and certified to use a professional cleaning system. We always want your input on your experience and the quality you receive. Please leave it to us to share your feedback and comments caringly and constructively, our cleaners are absolutely the most valuable employees at Maid 2 Clean. Please call us at (570) 802-6771 to share immediate feedback or email us at scott@maid2cleanpa.com.

Client Provided Supplies: Maid 2 Clean provides all cleaning products and professional-grade vacuums, except for trash liners and toilet brushes (please have one in each bathroom). If you prefer your own products, we will use them, but Maid 2 Clean is not liable for any damage

Maintaining the integrity of your surfaces: Cleaning is performed assuming that all your surfaces are sealed, and items in your home are secured. This includes but is not limited to, floors, stone, marble, quartz, wall hangings, blinds, and shelving. It is your responsibility to let our office know of these items prior to your cleaning. Maid 2 Clean will not be liable for damages, repairs, breakage, or replacement if we were not informed.

What we do not clean: Per OSHA standards and our compliance with OSHA, we do not clean litter boxes, animal droppings, human or pet feces, dirty diapers, feminine products, urine, vomit, soiled clothing, or biohazards. We cannot clean a property with active bugs or critter infestations. Whenever possible, we will clean around litter boxes, animal accidents, or any biohazards present, and we will use your cleaning supplies to do so. Per OSHA, we cannot clean up any bodily fluids. If we arrive and are unable to clean due to any of these circumstances, you will be responsible for 100% of the total cleaning fee.

Breakage or Damage: Breakage can happen, and we hate when it does! Our staff takes impeccable care to move through your home carefully to prevent breakage. If breakage does occur, it is our policy to inform you immediately via text and photo. However, it is your responsibility to let our office know of any irreplaceable, fragile, sentimental, unstable, non-sealed, or non-secured items in your home prior to your cleanings so we can designate these items as “Do Not Touch” in your work order. Please move any expensive, fragile, or precious possessions to a safe place if you do not wish to take any risk, such as a spare room or inside a curio cabinet. If you notice a damaged or broken item please save it, send us a picture, and report it to our office as soon as possible after the cleaning, within 7 days of discovery. The value of an item over $25 must be verified and submitted to us. Maid 2 Clean may seek to have the item repaired by a professional or a restoration company. Every incident of breakage is reviewed by Maid 2 Clean on a case-by-case basis to reach a suitable and equitable resolution.

Weather: Maid 2 Clean will close for business when severe weather causes dangerous driving conditions. Any canceled appointments will receive the first available cleaning date or the option to skip. If you choose to skip your cleaning, you will be charged a skip fee that corresponds to your service frequency. We give every effort to reschedule your appointment as soon as possible and at a time that works best for you.

Summer: Please keep our technicians safe from heat exhaustion in the hot summer months by keeping your AC on and set at 73 degrees or lower, especially the end of June through the end of August. If it is too hot and it is unsafe to perform the cleaning, you will be responsible for the full cost.

Holidays: Maid 2 Clean will be closed for the following Holidays:

• New Year’s Day & Observed Holiday (if applicable)
• Memorial Day
• Independence Day: July 4th
• Labor Day
• Thanksgiving Day
• Day after Thanksgiving
• Christmas Eve
• Christmas Day

If your cleaning falls on a Holiday we are closed, we will contact you to reschedule or skip your cleaning. When rescheduling your cleaning, we will use your preferences (on page 1), to ensure we reschedule for a time that works best for you.

Deep Clean Deposits and Cancellations:  A non-refundable 50% deposit is required to schedule your deep clean on our calendar. Deep cleans require multiple cleaning technicians and require reserving a substantial amount of time on our schedule. The deposit compensates our cleaners to prevent a loss of income for a spot we could not fill last minute.

Move-In/Move-Out Cleans:

Properties must be fully vacant of furniture, belongings, and people, with power, HVAC, and running water available.

• If utilities are not active, or if the property is not in a condition that allows us to perform the scheduled service, you will be charged 100% of the scheduled cleaning fee.

• If excessive items are left that require pick-up, a $100 Pick-Up Fee will apply.

• Deposits remain non-refundable.

COVID-19 Disinfecting Cleans: We are professionally certified to sanitize and disinfect for COVID-19 and infectious disease prevention and we take this responsibility very seriously. Please know that disinfecting cleans are not guaranteed to prevent any cases of Coronavirus or COVID-19 or infectious illness in the home.  Due to the nature of the contagious illnesses, anyone can contract a virus by going into public areas and even being around someone with the virus. We cannot under any circumstances guarantee that a property will not experience someone who has the virus after a disinfecting clean.

One-Time Clean Payments: Payments not received at the time services are rendered will be billed to your credit card on file. If we are unable to obtain payment for any reason, you will be charged a $35.00 late fee for each week that your payment is late starting from the day of your cleaning. If we are unable to collect payment, you agree and understand that we may file a lien against your property for non-payment in accordance with the laws of the state of Pennsylvania.

Suspension and Termination of Recurring Services

Recurring cleaning service may be suspended or terminated by the client or by Maid 2 Clean.

Clients must provide Maid 2 Clean with at least 14 calendar days' notice before temporarily suspending or permanently terminating recurring cleaning service.

How to Request Cancellation

Cancellation or suspension requests must be submitted directly to the Maid 2 Clean office through an approved communication method.

Telling a cleaning technician, leaving instructions inside the home, or otherwise communicating with someone other than the Maid 2 Clean office does not constitute valid notice.

Communications received outside normal business hours will be considered received when the office reopens on the next business day.

A Cancellation Request Is Not a Completed Cancellation

Submitting, sending, or communicating a request to cancel recurring service does not by itself finalize or complete the cancellation of the account.

Maid 2 Clean must receive the request, review the client's account and upcoming schedule, process the cancellation, and issue confirmation that recurring service has been terminated.

Clients should not consider their recurring service canceled until they receive cancellation confirmation directly from Maid 2 Clean.

The date Maid 2 Clean receives a valid cancellation request will be used to determine when the client's 14-calendar-day notice period begins. Maid 2 Clean's processing or confirmation time will not extend the client's required notice period.

Until cancellation has been confirmed, clients should not assume that appointments have been removed from the schedule.

If a client believes they submitted a cancellation request but has not received confirmation from Maid 2 Clean, the client is responsible for contacting the office to verify that the request was received and finalized.

Appointments During the 14-Day Notice Period

Any regularly scheduled cleaning occurring during the 14-calendar-day termination notice period remains scheduled and is part of the client's recurring service commitment.

Clients may choose to have those cleanings performed as scheduled.

If the client chooses not to have a regularly scheduled cleaning performed during the 14-day notice period, the client will remain responsible for 100% of the regular scheduled cleaning price for that appointment.

Removing an appointment from the schedule through a skip, pause, reschedule, frequency change, or appointment cancellation does not remove an appointment that would otherwise fall within the client's required termination notice period.

Suspension of Service

A temporary suspension does not guarantee that the client's recurring day, time, technician, or schedule position will be held.

When recurring service is suspended, Maid 2 Clean may release the reserved appointment time for use by another client.

When the client is ready to resume service, appointments will be scheduled based on current availability. Maid 2 Clean cannot guarantee that the client's previous day, time, technician, or recurring schedule will still be available.

When Cancellation Is Final

Recurring service is considered terminated only after Maid 2 Clean has:

received the client's valid cancellation request;

determined the applicable 14-calendar-day notice period;

identified and addressed any appointments occurring during that notice period;

addressed any outstanding account balance; and

issued confirmation to the client that recurring service has been terminated.

The purpose of the 14-day notice requirement is not to penalize clients for ending service. Recurring appointments reserve dedicated capacity on Maid 2 Clean's schedule and provide expected working hours for our cleaning technicians. Advance notice gives Maid 2 Clean a reasonable opportunity to offer that reserved time to another client.

Maid 2 Clean may waive or reduce charges under this policy in cases of documented emergencies or extraordinary circumstances at its sole discretion. Any exception is a one-time courtesy and does not modify or waive this policy for future appointments.

100% Satisfaction Guarantee/Re-clean Guarantee: Your satisfaction is very important to us!  If we miss something you must contact our office within 24 hours of your cleaning and send us a photo of the area to be re-cleaned.  We will send a cleaning technician to perform the correction immediately, we do not provide refunds or discounts.

Photography & Documentation

We may take before/after photos for quality control or disputes. Photos never include identifying items and remain confidential.

Valuables & Security

Please secure cash, jewelry, firearms, and valuables. Maid 2 Clean is not responsible for unsecured items.

Limits of Liability

Our liability is limited to the cost of the service rendered and shall not exceed the amount paid for the appointment.

Non-Solicitation of Employees

Clients agree not to hire or solicit Maid 2 Clean staff directly during employment and for 12 months after termination. A $2,500 recruitment fee applies if violated.

Rate Changes: Maid 2 Clean reserves the right to adjust rates at any time. You will be given advance notice of a price increase.

Insurance: Maid 2 Clean is insured to perform all services. We will furnish certificates of insurance upon request.

Agreement

By booking or maintaining recurring service with Maid 2 Clean, the client authorizes Maid 2 Clean to charge the payment method on file for services performed and any applicable charges due under these Policies & Procedures, including late-cancellation charges, lockout charges, catch-up fees, approved service adjustments, and recurring-service termination charges.