Breakage. It’s bound to happen; we feel awful when it does and we do our best to prevent it! The following is critical communication regarding our breakage policies:

• Sometimes breakage occurs when there are booby traps. Those are accidents waiting to happen (pictures not hung securely, top heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case-by-case basis. We cannot take responsibility for booby traps.

• Please remove unstable breakables to a place we do not clean (we do not clean inside curios, china cabinets, or clear wet bar shelves).

• We will pay up to $100 per breakage item, when value is verifiable.

• Please move expensive figurines or glassware to a location we do not clean or have us skip that area completely if you do not wish to accept the risk.

• In some cases, we will have the broken item repaired by a professional restoration company.

• Breakage values over $25 must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection.

• All breakage must be reported within 48 hours of the cleaning.

Cancel/Skip/Reschedule/Lockout. You must fill out our online form to reschedule your clean. If you must cancel/skip, we must have at least 48 business hours’ notice or a fee is assessed (see separate sheet for specific information on canceling/skipping/rescheduling). If we are unable to gain access to your home, fees apply. Our cleaning technicians rely on a full schedule and a healthy paycheck each week to live a fulfilling life. We appreciate you valuing the work they do to give adequate notice for any changes to your established cleaning schedule.

Cleaning is Not Restoration. We strive for consistency and attention to detail, not perfection, because that is unrealistic. For example, if your shower door has years of hard water deposit on it, we cannot reverse the damage that has been done immediately. It may take several visits to get rid of most of it. The same is true for mold that has built up behind your bathroom caulking. We can refer you to other service professionals who provide that service niche.

Employee Solicitation. We value our cleaning technicians and pour an enormous amount of time, energy and money into our screening, hiring and training process.

• Our cleaning technicians sign a non-complete, non-solicitation agreement when they are hired. They face legal jeopardy if they offer to clean for you “on the side.” Please inform our office if your cleaning technician ever approaches you in this regard.

• If you solicitate our cleaning technicians for private hire, our technicians are required to report this to our management. If confirmed, we will terminate our relationship and cancel your service.

Lockout/Cancel/Skip/Reschedule. See Cancel/Skip/Reschedule/Lockout description.

Payment. Payment is due at the time of service for recurring cleans and prior to the date of service on one-time/move-in/move-out cleans. We require that each of our recurring clients have a card on file with us in case of emergencies and regardless of how you typically pay for your service.

Pets. We love them! But please secure any pet that may be a threat. Also, we do not clean up after sick pets or pet accidents.

Preparing for Your Cleaning. Please pick up as much as possible before your cleaning technician arrives. It helps to declutter countertops in the kitchen and bathrooms, especially, so we can focus more time on “cleaning” rather than “tidying up.” Picking up and putting away toys, clothing and trash is appreciated.

Quality Control. Our quality control system is interactive and dependent upon your feedback and communication to function. We need your input on the overall experience and quality you are receiving so that we may address issues that are important to you. Usually changing service companies will not eliminate a problem since we are all in the human business. Human nature sometimes prevails if not confronted, and that’s our job. We will correct or address any issue we are made aware of. Our cleaning technicians take great pride in the work they do and also want to be informed when you are disappointed with a service. Please use our Quality Scoresheet every time your home is cleaned. Those sheets are key to ongoing communication with our office and your cleaning technician. Each sheet has monetary value to your cleaning technician as we hold monthly $50 Scoresheet drawings!

Rate Increases. We evaluate rates annually and give you plenty of advanced notice if your rates will be changing.

Rates. Pricing is determined at the time of the estimate and is based on the square footage of your home and the information you provide.

• Initial Clean Price. An initial clean must be done before starting recurring cleaning services. There are two types of Initial Cleans: a Top to Bottom Judy Clean, which is our most detailed clean, and a General Basic Clean. If we get to the home to clean and it is going to take longer than what was estimated, we will inform you and you have the option to either add additional hours at our normal hourly rate or provide us with a list of priorities that can be completed in the original time estimated.

• Recurring Price. Our recurring cleanings are a flat rate, meaning you are charged the same price for each visit based on the square footage of your home and the areas we are cleaning. If we find that adjustments need to be made one way or the other, we will let you know and adjust the price accordingly after speaking with you.

Referrals. Receive a reduced cleaning rate when you refer us! We love referrals and appreciate it when you tell friends and neighbors about our service.

Skip/Cancel/Reschedule/Lockout.

Tipping. Greatly appreciated, but not required. A suggested tipping range is 5 to 15% of the fee. If you pay by card, you have the option to add a tip at the time of payment. If you pay by check, you can simply make the check out for more and the extra amount will be split among the cleaning technicians who worked in your home.

Weather. When inclement weather strikes, the safety of our employees takes precedence. We will inform you via text, phone or email of any delay or rescheduling as early as possible.

Wood Floors. It is your responsibility to place coasters or felt under heavy or sharp furniture legs. We will repair damage to wood floors if we caused the damage.

Your Cleaning Technician. We strive to keep the same cleaning technician on your home each time, but that is not always possible due to illness, vacation, appointments, etc. When we know we will need to send a different cleaning technician to your home, we will contact you. If you absolutely NEVER want a different cleaning technician, please contact our office via email at maids@movher.com so we can make that note In your file.

Customer Guidelines