Frequently Asked Questions

Customer Referral Program: We love referrals from our customers, and we appreciate it when you tell your family and friends about our services. Enjoy a $100 credit or receive $100 off your next scheduled cleaning when you refer us, and they become a recurring customer.

Gift cards: Make your friends and family smile with a gift card for maid service! It is the perfect gift for a housewarming, wedding, anniversary, baby’s arrival, or the holidays. Call us to purchase a gift card or purchase on our website if you need it right away!

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.

Skipped/Cancelled Cleanings: We will assess a 50% fee if you cancel your cleaning with less than 24 business hours’ notice. The 24 hour policy is for business days only, Monday thru Friday 9 am – 5 pm and does not include when our office is closed. You must contact our office to cancel, notifying your cleaning technician is not considered a valid cancellation notice. If a client decides to skip a scheduled cleaning appointment and allow at least 24 business hours’ notice, a skipped cleaning fee of $20.00 will be applied for each additional week that transpires between the skipped cleaning appointment date and the following cleaning appointment date. This fee will be incorporated into the subsequent service invoice. (Example: A weekly client calls in advance to skip an appointment, an additional fee of $20 will be applied to the next cleaning to accommodate a biweekly visit. To avoid incurring the skipped cleaning fee, clients have the option to request a rescheduled cleaning with a notice of more than 24 business hours in advance of the scheduled cleaning. When such notice is provided, the skipped cleaning fees will be waived. The client will resume their regular cleaning schedule, following the rescheduled session. Rescheduling is subject to availability and not guaranteed. All communications received outside of normal business hours will be considered received at time of opening the next business day. If Maid 2 Clean cancels your appointment due to an emergency you will be offered an alternate date.  If your cleaning day or time needs to be modified on a long-term basis, please provide at least 2 weeks’ notice to our office so we can make arrangements that better suit your needs. Ifanyone in your home is sick, with a cold, flu, pneumonia, chicken pox, lice, or Covid, please contact our office and reschedule your cleaning, we do not want to transfer contagious illnesses.

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.

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.

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) 588-8944 to share immediate feedback or email us at scott@maid2cleanpa.com.

Client Provided Supplies: Client Provided Supplies: We provide the cleaning supplies needed, we have a list of approved cleaning products that we find are the best fit, except trash liners, vacuum cleaner, and toilet brushes. Please have a toilet brush in each bathroom and a working household vacuum on site. We prefer to use your toilet brushes and vacuum for preventative reasons and for your protection. This ensures a vacuum carrying particles of dander will never be used in a home where someone is allergic. Staff disinfecting their vacuum and changing the HEPA filter after every cleaning is not 100% guaranteed to eliminate every particle. Move In/Move Out cleans are excluded, we provide all supplies and equipment. We recommend purchasing toilet brushes in a holder, from the dollar store, so the brush can be changed out and it can be stored under most sinks. If you prefer your own product to be used for your cleaning, we most certainly will, however Maid 2 Clean will not be responsible for any damages to your surfaces from your product.

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:

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 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: When we come to perform your Move-In/Move-Out clean, we need the property to be completely vacant of all furniture, persons, supplies, and belongings. If we arrive and must pick up excessive items at the cleaning, you will be charged a $100 Pick Up Fee.
We will need power and running water as well as a working HVAC system for the safety of our team. If we arrive and we cannot perform the cleaning, you will be charged a $100 Pick Up Fee. If we are unable to perform the cleaning on the day scheduled, your cleaning may be rescheduled or canceled, but your deposit will not be refunded.

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 yourcleaning. 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: Services may be suspended or terminated by the client or by Maid 2 Clean for any reason. Please provide our office with at least 2 weeks’ notice to temporarily suspend or permanently terminate your recurring service. Likewise, if Maid 2 Clean suspends or terminates your service for any reason, we will provide you with at least 2 weeks’ notice.  Failure to provide the required 2 weeks’ notice may result in being charged 100% for the scheduled cleaning.

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.

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.

By accepting to have Maid 2 Clean perform the selected services you, the customer, agree to all the policies and procedures.  By signing and accepting the work completed, you agree that the services were satisfactorily completed and agree to pay the amount due for services.

By accepting to have Maid 2 Clean perform the selected services you, the customer, agree to all the policies and procedures. By signing and accepting the work completed, you agree that the services were satisfactorily completed and agree to pay the amount due for services.