Terms of Service

Maid Gem Terms & Conditions

By using this website to book service, you agree to be bound by these Terms & Conditions. If you do not agree to these Terms & Conditions, do not book service with us.

Booking Confirmation & Cancellation Fees

Booking service online indicates your preference, but does not guarantee you a spot for that date/time. You will be contacted by email or phone with a confirmation.

In order to reserve your cleaning date and time, a deposit of $70 will be applied if you are booking a one time cleaning. If you are in a contractual subscription package, your booking is confirmed as one of the services allotted in your applicable package. This fee or service is NON-REFUNDABLE but in the case of a single booking, is deductible from the total cleaning price.

WE REQUIRE AT LEAST 24 HOURS NOTICE of a cancellation or reschedule (this is to secure jobs for our cleaners for the next day, and will give us time to find a replacement job).

If canceling a single booking, the $70 booking confirmation fee will automatically convert into a cancellation fee in case you fail to notify us 24 hours before your scheduled appointment. The $70 is non-refundable which means you will have to pay another deposit when booking a new service.

The client may only reschedule their cleaning 24 hours prior to their scheduled appointment with a maximum of 5 counts. More than 5 occurrences will forfeit their $70 if a single booking, and omit their service if a subscription allotment.

Terms of Subscription Services

For your convenience, MaidGem offers all of our home cleaning services as annual subscriptions billed monthly under our Diamond, Pearl, and Emerald packages.

All subscription tiers require an annual contract and a credit card or payment method on file for billing. If you wish to end your subscription before one year, a minimum of 60 days notice is required. Once canceled, you will be billed for two additional services with all remaining services completed as scheduled.

Cleaning Crew

Your scheduled cleaning team always includes two cleaners, but occasionally more cleaners may be needed due to the complexity of work. We do our best to limit the rotation of cleaners in your home while still providing sufficient cross-training to our cleaning professionals.

Our employees have been rigorously background screened and drug tested prior to working with us, so you can rest assured all our staff operates with the highest integrity and is held accountable for their exceptional service.

Right To Refuse Service

We reserve the right to deny and/or terminate service based on safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter, or disconnected utilities.

Our employees have the choice to leave the property if the home is in an extremely unsanitary condition or if they feel unsafe/threatened. If you book a cleaning that is unreasonable, the cleaners may refuse service and you will be charged the cancellation fee.

Cleaning Day Preparation

Your quote is based on the time spent cleaning surfaces and areas of the home as agreed upon by the initial quote. Therefore, we ask that you take a few minutes to tidy up before your cleaning team arrives to allow easy access to the areas/surfaces to be cleaned: floors, countertops, tabletops, etc. If you’d like our cleaners to do these tasks for you, please call us in advance so your cleaning fee can be adjusted for the additional time.

Add-On Services (These Services Are Available For An Extra Charge)

Using Eco-friendly Products
Clean Interior Windows
Detail Blinds
Detail Baseboards
Hand Wash 1 Sink Full of Dishes
Clean Inside Kitchen Cabinets
Clean Inside Oven
Clean Inside Fridge
Pets (hair)
Remove Mold/Mildew in Shower & Tub
Clean Mattress
Sweep Inside Garage
Patio Furniture Cleaning Dust/Wipe

Pets

We will gladly work around pets. We ask that indoor activity be limited for cleaning efficiency and safety reasons. If your pet becomes anxious or presents a safety concern, Maid Gem reserves the right to remove its employees from your home.

Our employees are instructed not to enter a house if they believe an animal is a threat. Pets may behave differently if a family member is not present. If the removal of our cleaning technician is due to aggressive pets, our cancellation policy will apply.

There will be an additional fee of $20 per pet added to soiled areas or areas where more time must be spend on hair or odor removal.

Service Fees

Please remember we provide prices based on years of experience and premeditated cleaning times, but we may adjust the price based on the actual condition of the home. To ensure there are no surprises when we arrive, we’ll call ahead to let you know if additional time is required. If we are unable to reach you, the crew will be instructed to leave the property you will be charged the cancellation fee.

We reserve the right to reevaluate rates at any time based on the time it takes to perform our service to meet the client’s standards. Maid Gem will contact the client to discuss price or service revisions if the cleaning time differs drastically from the original quote.

Payments

Single payments must be made on the day of cleaning by check, cash, or credit card. Subscription packages require a credit card on file, which will be billed monthly according to your service agreement.

Refund Policy

We do not offer refunds. We have built our business providing our clients with the best possible service and ensure your satisfaction with your guarantee. Nevertheless, we realize that we are human, and things may come up from time to time. In the rare instance you are not completely satisfied with your service, simply email or call us within 24 hours and we will rectify the error at no charge.

Subscription Service Discount

Subscription discounts start AFTER the first month of cleaning service. If you skip cleanings so that your cleaning frequency is lower than what you were set up for, your price will be increased to the pricing level for the lower frequency.

Rate Increases

Client’s cleaning rate adjustments may be made at any time during the year should there be changes to the frequency of the client’s established service schedule or home or living situation: remodel, change of address, number of people living in the home, a significant addition of furniture, etc. Customer rate may be increased annually, by an amount not to exceed 8% of the client’s current rate. The client will receive adequate and considerate prior notice in the event that a rate increase occurs.

Lockouts

The client shall make the service location accessible to Maid Gem personnel on the scheduled service day. If the team is locked out of the client’s home, every effort will be made to establish contact with the client to arrange for entry into the home. If contact is not made within 20 minutes of the arrival of the cleaning team, the scheduled cleaning will be skipped and you will be charged $70 late cancellation fee, or your subscription service will be considered completed. This fee is necessary to compensate the employees for unexpected lost revenue and time travel. To avoid the fee, please provide us with a key or code to gain entry to your home.

Alarm

If your home is equipped with a security system, please ensure that it is in the off position or call our office with the code and proper directions for use. If the code should change please let us know so you do not incur a lockout charge.

Use Of Homeowner’s Vacuum

If you request to use your vacuum, we will not assume or accept any liability for damage to the unit. Since we are not responsible for the maintenance of the vacuum, we will not be responsible for any repairs to it. This is important because if the vacuum is not in working order when we arrive to clean your home, we will not be able to perform any vacuuming of carpet and hard floor surfaces.

Cleaning Supplies

We provide all equipment and products needed to thoroughly clean your home. If you require us to use green or other specific cleaning products only, please indicate at time of booking and ensure all cleaning products are stocked and available to your cleaning team on your service date.

If you require to use your cleaning supplies, note that we are not responsible for any damage associated with those products. When this request is made we ask that you have the cleaning chemicals and supplies ready so we can perform our cleaning service as efficiently as possible.

Items We Cannot Clean

Mold removal is a specialty and potentially hazardous. We cannot be liable for any mold-related risks in clients’ homes.

We cannot clean hoarding homes or areas containing any animal or human body fluids, blood, feces, vomit, cat litter boxes, bird cages and urine, or excretions.

At this time, we do not offer carpet steam cleaning or sanitation.

Unreachable Areas & Heavy Items

For safety and liability reasons our employees are not permitted to climb higher than a small step stool, or work outside of your home. Cleaners are not permitted to move objects more than 35 pounds. If you would like your cleaners to clean behind heavy objects, please move them prior to your scheduled cleaning service.

Breakage/Damage & Loss Policy

While an occurrence is rare, the possibility of breakage or damage is present while we clean. Our cleaners exercise reasonable care when cleaning your home and Maid Gem carries insurance for damage or breakage caused by our cleaners.

We are not liable for damage that is caused by normal wear and tear, improper installation of an item in your home, artwork, collectibles, or family heirlooms not disclosed during the booking process. These items are expensive and impossible to replace. The client should point out such items to us before starting service. Please advise us how you would like your fragile items handled and provide any spacial instructions for their care.

Notification must be made within 24 hours of breakage/loss of any personal items. Identical replacement is always attempted but not guaranteed.

Cleaners Arrival Window

We schedule our cleanings in an order that requires the least amount of drive time in an effort to maintain lower prices and avoid trip fees. If you require your cleaning service to be performed at a specific time, we will make every effort to accommodate your request, however no times are guaranteed.

Due to the unpredictable nature of our business and unforeseen circumstances traffic jams, weather, and mechanical problems, please allow us the flexibility of scheduling our cleaning between the windows of 8:00am to 11:00am & from 11:00am to 3:00pm.

We generally do not run more than 30 minutes earlier, nor more than 45 minutes later than the scheduled appointment time. If we are running late we will call you and/or text you to provide as much notice as possible.

Holidays

Maid Gem does not perform cleaning services on recognized U.S. holidays.

If your scheduled day falls on a holiday, we will contact you to reschedule. The following holidays will be observed:

Independence Day
Thanksgiving
Black Friday
Christmas Eve
Christmas Day
New Year Eve
New Year

Inclement Weather

In the event that it is unsafe for our cleaning teams travel during inclement weather, we will close for business and provide as much notice as possible. Your service will be rescheduled as soon as possible, free of charge.

Keys

At Maid Gem, we prioritize the security of our clients' homes. Instead of us holding the keys, we kindly request that our clients provide a lockbox where you can store your house key securely inside the lockbox outside your residence.

Once we finish the cleaning service, we will return the key to the lockbox and lock it securely. By following this procedure, we aim to ensure the safety of our clients’ homes while still providing convenient access for our cleaning team.

In the unfortunate event that a client chooses to leave a door unlocked or place a key in an unsecured location, Maid Gem cannot be held liable for any damages or theft that may occur.

Non-Solicitation of Maid Gem Employees

As our customer, we ask that you agree not to solicit or hire any of our cleaning employees to work directly for you. Our professional cleaners are background checked, their references verified, and have completed comprehensive cleaning training. Significant time, resources, and money are invested in each new employee before we allow them to enter our clients’ homes.

Governing Law

Any claim relating to Maid Gem’s website shall be governed by the laws of the State of New Jersey without regard to its conflict of law provisions.

We have made every effort to design our website to be useful, informative, helpful, and honest. Hopefully, we have accomplished that, and would ask that you let us know if you would like to see improvements or changes that would make it even easier for you to find the information you need.

Maid Gem reserves the right to change these Terms and Conditions at any time without prior notice to you