If you require any more information or have any questions about our Service Agreement, please feel free to contact us by email at http://willowmaids.com and click on the link “Contact”

 

Introduction

These terms and conditions govern your use of this website; by using this website, you accept these terms and conditions in full and without reservation to our service agreement. If you disagree with these terms and conditions or any part of these terms and conditions, you must not schedule service.

 

You must be at least 18 [eighteen] years of age to schedule services. By using this website, scheduling a one-time or recurring service with Willow Maids, you are agreeing to read, accept, understand these terms and conditions, and you warrant and represent that you are at least 18 years of age.

 

When purchasing maid service, you are purchasing reliable, well-trained, insured, trustworthy LABOR.  By scheduling "Non-Contract" frequency or one-time services with Willow Maids, LLC (WILLOW MAIDS) the client does not have a contractual commitment to a minimum number of cleaning appointments.  The client receives a discounted rate (see cancellations) per hour by agreeing to and scheduling frequency services, in advance, to reserve appointments.

 

Hourly Service (definition):  Some customers have unique cleaning needs that don’t require our full list of cleaning tasks. This service provides unlimited control and flexibility to the client(s).  Blocks of time are purchased, and a "priority" list of items, or areas, to clean are provided by the client(s) prior to each scheduled service.  Blocks of time may be purchased for 4 or more hours of service.  Frequency scheduling may be weekly, bi-weekly, or monthly (every 4 weeks). The client has the flexibility to change rooms to be cleaned per each scheduled service by sending an e-mail or share your priority list when the team arrives. Customer may send a "Master Priority List" by sending e-mail to info@willowmaids.com. Default service includes: 1 kitchen, 1 master bathroom, 1 master bedroom, 1 living room/family room, 1 dining room/kitchenette area, and main level entryway/foyer, or until time expires.

 

It’s as simple as 1, 2, 3

 

1. Prepare a “Priority List” of the tasks you’d like completed, starting with the most important tasks listed first. (may send it by e-mail)

• Use the link for the Priority List: http://media.wix.com/ugd/3b04a8_eec0fa915f22456aace64a1868817039.pdf

 

2. When the maids arrive, share your list with the Team Leader along with any special instructions and show them those areas. 

• Be prepared, avoid lengthy instructions which will reduce the amount of time the maids spend cleaning. Be prepared, avoid lengthy instructions which will reduce the amount of time the maids spend cleaning.

 

3. The maids start at the top of your list and work down, completing as many tasks as possible in the time you purchased. When “time is up,” the cleaning stops immediately, and the maids will collect their supplies and leave. If you want to purchase more time, please call the Office… if their schedule permits, they may be able to stay longer.

 

The maids will not perform any tasks that conflict with our policies or present a safety or health risk.

 

There are no pro‐rated refunds if the maids complete your cleaning tasks before the time expires. You may always choose to give them additional tasks like sweeping out the garage or the back porch, etc. or let the maids leave early.

 

Move-in / Move-out / One-time Service (definition): This service provides a checklist of items that are completed based off client(s) chosen package. Frequency scheduling is One-Time. Services include A deep clean of your entire home including hand washing all kitchen & bathroom cabinets (exterior), window sills and blinds, baseboards, doors, ceiling fans and much more. Move-in / Move-out includes this and interior of cabinets and refrigerator. 

 

Tackling tougher conditions like getting out heavy soap scum or mold in showers and tubs, hand washing dusty or dirty baseboards, and spending extra time dusting areas that may have been hard to reach on your own.

Willow / Flex Services (definition): This service provides a checklist of items that are completed based off client(s) chosen package. Frequency scheduling may be weekly, bi-weekly, or monthly (every 4 weeks).

 

Willow Services include: dusting ceiling fans, lights, window sills and baseboards. We don't rotate cleaning tasks We clean everything on our list, every time we clean your home. We clean and disinfect your kitchen and bathrooms, dust furniture with furniture polish and micro-fiber cloths.

 

Flex Services include: This cleaning focuses on the hardest areas to clean in a home. We clean the kitchen and bathrooms plus mop and vacuum all floors. You also choose one additional room to be cleaned. Customers often choose the family room or master bedroom.

 

We (WILLOW MAIDS) work to earn your (client(s)) continuing business with each and every cleaning!  The remainder of this service agreement defines the responsibilities and liabilities of WILLOW MAIDS and the client(s).

 

WILLOW MAIDS Stands By a 100% Satisfaction Guarantee: WILLOW MAIDS strives to provide outstanding cleaning services for our clients. If you are not happy with any area we've cleaned, simply call us within 24 hours, and we will return and re-clean it at no

additional cost to you. IT'S THAT SIMPLE!

 

If we receive prompt notification, we will come back to examine the problem. If the problem involves the quality of service we have provided, we pledge to correct the problem at no charge.

 

Additionally, provide one-half hour of cleaning services, at no extra charge, to compensate for your inconvenience. If we do not receive notice of a problem within 24-hours of the cleaning, or if you decide to correct the problem yourself, we will not be able to correct the problem for you nor will you be compensated for your inconvenience.

 

Please keep in mind that, if you have purchased hourly cleaning, we can only guarantee that a cleaner will stay for the specified amount of time. We may not be able to complete all tasks if time runs short. Therefore, if the problem involves the time needed to complete the cleaning service rather than the quality of the service itself, we can only correct the problem if you purchase additional cleaning time. 

 

If you, the client, are present during the appointment, feel free to engage the "team lead" in an inspection of our work.  If you are not happy with any service, and are not able to resolve it at the time, please call the office, at your earliest convenient. 

 

We (WILLOW MAIDS management) will determine, with you (the client), if we will come back to re-clean the disputed area (free of charge).  The Cleaning Pro’s must be allowed to come back into the home within the next 2 business days. 

 

Insurance & Bonding:  WILLOW MAIDS maintains "in-force" liability and workers compensation insurance.  WILLOW MAIDS is bonded.

 

Responsibilities and Liabilities

Payment for Services: Payment is due at the time our services are delivered. We accept Visa, MasterCard, Discover, & American Express

 

Service fee for returns/chargebacks: returns for non-payment (insufficient funds, closed account, etc.) will be charged a $50 returned/chargeback fee in addition to making good on the payment for services.

 

Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds.  If you are not happy, we will come back and re-clean any areas free of charge according to our 100% Satisfaction Guarantee.

 

Entry to your home: We offer 3 entry options to choose from.

1.        The client may opt to be home to allow access to their home the day of the service. Willow Maids cannot guarantee the exact arrival times so the client must be home between 8am and 5pm to let the cleaner into the home. If no one is home or our cleaners are turned away for any reason a cancellation fee of the scheduled service will be charged.

2.        The client hides a key, garage door opener or code to gain access to the home. In the event the code given is not correct and cleaners cannot gain access to the home the client is responsible for the lock out and a cancellation fee of the scheduled service will be charged.

3.        The client can purchase a lock box to place a key inside and provide Willow Maids with the pass code. In the event for any reason the key is not in the lock box or the code does not work when the cleaners arrive to clean home; the client is responsible for the lock out and a cancellation fee of the schedule service will be charged. 

NOTE: In the event the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, Willow Maids will not be held liable for any damages or theft to the clients home.

 

Scheduled "Arrival Time" for cleanings:  WILLOW MAIDS does its best to schedule appointments to accommodate the client(s) preferred time of day, day of the week, etc.  In return, client flexibility is appreciated.  WILLOW MAIDS provides an e-mail and sms message for the client (if requested) 1, 2, and 3 days prior to the appointment.  WILLOW MAIDS provides an approximate two-hour time window for arrival of the cleaning pros'.  Please be aware it is impossible to accurately pinpoint, guarantee, or arrive at, a precise moment in time.  Actual arrival time may vary due to unforeseen circumstances (traffic, weather, etc.).  If WILLOW MAIDS’s Cleaning Pros are expected to be late by 30 minutes or more, WILLOW MAIDS staff will call to inform the client(s) of the delay.

 

Security Alarms: WILLOW MAIDS is not responsible for any charges from local emergency service team(s) called out due to an activated alarm, which is, not disarmable.

 

Scheduling Changes:  Please let us know, as soon as possible or 48-hours prior to your scheduled cleaning, if you need to cancel or reschedule a cleaning appointment. WILLOW MAIDS pros count on a client(s) business, and are paid only when they clean a home. Providing WILLOW MAIDS with 2 – 3 weeks advance notice of any scheduling change requests gives us an opportunity to fill your reserved appointment time with another client(s) request.  We are pleased to work with our client(s) to accommodate changes to the schedule.  

 

Scheduling changes can result in the following:

Price Changes – The price for your recurring service is based on Time Between Cleanings. We have 4 recurring price categories:

• Weekly 

• Bi‐Weekly 

• Monthly 

• Occasional

 

Rescheduling your cleaning can result in the cost of your service being Less Than, More Than or the Same As your last cleaning. Time will be considered for vacations when the home is not occupied.

 

• (Once a week)

• (Every two weeks but no more than three weeks since the last cleaning) (Every four weeks but no more than five weeks since the last cleaning) (Six weeks or more since the last cleaning)

 

Example 1: Bi‐Weekly customer "skips" a cleaning, creates a four‐week interval between visits and the applicable (higher) Monthly rate    will apply to the next cleaning.

 

Example 2: Bi‐Weekly customer who requests an additional cleaning in‐between scheduled visits would be charged the applicable (lower)     "Weekly" rate for the next 2 cleanings as there will be a one‐week interval between both cleanings.

 

Different Maid/Team

We may need to send a different cleaner to clean your home for this off schedule visit, as “regular” cleaning pros typically have a full schedule.

 

One-Time - Move-in / Move-out / Hourly Clients: Scheduling Cancellation, Lock out, or Change requests may result in the following:

A Fee will be Charged:  If the client cancels/terminates services, causes a "lock-out", turns the team away upon arrival, or requests a reschedule with less than 48-hours/2 business days notice, business days are Monday - Friday, the client is responsible for payment of the entire cost of the originally scheduled cleaning and will be charged for the service time/price that was reserved.  There are no exceptions to this policy! 

 

Recurring Clients: Scheduling Cancellation, Lock out, or Change requests may result in the following:: Occasionally, WILLOW MAIDS must cancel a service due to unforeseen circumstances.  In that case, office staff will contact the client(s) immediately, and will work with the client(s) to reschedule the appointment as soon as possible.

 

We also understand that last minute cancellations can occur because of unforeseen events in a customer's life including family emergencies, work requirements, a busted water pipe or other home emergencies, just to name a few. Getting a cancelation fee during these stressful times can make a stressful situation even more frustrating. So with that in mind, we allow customers who have scheduled recurring service, two free last minute cancellation a year without imposing the cancelation charge. Please be considerate and please note, our maids were scheduled to work these hours and with last minute cancelations this shorts their checks to pay their bills and results to them looking for jobs elsewhere and interrupts the rest of customers on that route.

 

Please also note, that some last minute cancellations can be prevented if a client provides us with access to their home using a garage door code, key, lockbox or other method. WILLOW MAIDS is bonded and insured to protect the client giving us access to their home.

 

 

No Availability – It is WILLOW MAIDS’s goal to meet every cleaning request, however appointment times and dates do sell out. The best way to reserve an alternative date is to call WILLOW MAIDS as soon as possible.

 

Exclusions (services we do not offer): Due to health regulations, safety constrains and insurance liability we do not offer the following:

Lifting items weighing over 25lbs (including large furniture)
Dusting and/or vacuuming of ceilings / windows / surfaces outside of normal reach

Cleaning outside of windows
Blinds and window coverings
Cleaning pet messes and/or heavily soiled areas including emptying litter‐boxes.
Cleaning of mold and/or biohazardous material
Steam cleaning
Carpet cleaning
Deep stain removal
Landscaping and/or yard-work
Garages and/or patios (aside from basic sweeping)

Unfinished Basement
Extermination (insects, etc)

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Excluded, unless provided by customer and waiver form filled out - we do not clean electronics, such as TV's, Screens and/or Computer monitors, unless customer shows team the proper method on how to clean their specific item, provides the appropriate cleaner and cloth for their specific electronics - We will not be liable for any damage. 

 

Cleaning-Day Home Preparation:  Your price for cleaning are based on the Pro's focusing all of their time and energy on cleaning, not "picking up" clutter. We ask that you take a few minutes the night before a scheduled service to "tidy up" to allow the Cleaning Pros' easy access to the areas/surfaces to be cleaned: floors, countertops, table tops, etc. and remove dirty dishes from the kitchen sinks. If you’d like your cleaner to do these tasks for you, please call so your cleaning fee can be adjusted for the additional time. Without written permission from the client(s), pros' are not allowed to open cabinets, drawers, closet doors, etc., to put items away.

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Clutter Policy: If we run into a few clothes, toys or general clutter in a room, we will gladly pick them up and place them in some order. The same goes for a few dishes left out in the kitchen. The problem comes when the entire table, dresser, or counter is completely covered. Or, if we run into large piles of clothes on the floor. Our policy is "Any area completely covered with clutter, will not be cleaned." You may consider removing certain rooms with heavy clutter or scheduling your initial service after you have prepared for the maids arrival.

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Smoke Policy: The maids are not to enter any rooms that smell of smoke! 

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Cleaning Supplies: WILLOW MAIDS Cleaning Pros bring the tools and products needed to thoroughly clean the site. For sanitary concerns, customer would need to supply a toilet bowl brush – if one is not provided we will not be able to clean the inside of the toilet. 

 

If the client(s) prefer to supply cleaning products or solvents, WILLOW MAIDS is not responsible for any damage associated with the use of that product or solvent.  MSDS (Material Safety Data Sheets) must be provided for all products supplied by the client(s) for the safety of the client(s) and WILLOW MAIDS Cleaning Pros.

 

Dusting [1]:  WILLOW MAIDS’s tools and techniques allow for the removal of most of a home’s dust in a reasonable amount of time and effort.  However,

Settling dust: During the dusting process, some dust becomes airborne and will not settle until we have left. This is most common at occasional or one-time cleanings.

Dusting Knick-Knacks, Collectables, Stand-up Picture Frames, and other small items:  We dust small items based on size and the number of items on a shelf or flat surface.  If there are 10 or fewer small items on a shelf, we will hand dust the items, the surface below them, and will return the items to the shelf. If there are more than 10 items per shelf we feather dust the items where they sit and the surface around them.

 

Dusting height limits:  We are not able to dust items on shelves, or hung on a wall, that are higher than a technician may reach standing on a 2-step stepladder. We do use extension poles to high dust up to 12’ but we will not high dust items that may tip over, or are hung on the wall, because we are not able to hold it with one hand in order to secure it while we dust. See note on dusting on last page.

 

Showers and Tubs: Showers, Sinks, and Tubs can accumulate lime, calcium and soap scum. Our cleaning solutions work very well on cutting through these deposits, however sometimes it may take two to three visits before these are free of build-up deposits.  Mold and mildew are organic and will grow deep into and behind grout or caulk. Our cleaning products will minimize surface stains, but completely eliminating it may require the homeowner to have the area re-grouted or re-caulked.

 

Damage or Breakage [2]: WILLOW MAIDS Cleaning Pros exercise reasonable care when cleaning the clients’ home.  We do carry insurance for damage or breakage caused by our maids. We are not liable for damage that is caused by "normal wear and tear", improper installation of an item in your home, or artwork, collectables or family heirlooms valued over $200 and not disclosed to WILLOW MAIDS during the scheduling process. These items include but are not limited to the following examples:

 

Carpet & Rug Snags: Carpet snags are the result of "exposed loops" caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller-brush. We use the #1 selling Oreck vacuums used in the maid industry. These vacuums are set to industry standards that cannot be adjusted.

 

Broken Blinds: Client(s) should be aware that there are some inherent risks each time blinds are cleaned. Blinds will become brittle from daily exposure to the sun, and strings/cords will weaken over time resulting in breaks. We do not hand wipe blinds we only dust them with a feather duster!

 

Improperly hung/placed pictures/decorations/mirrors/fixtures/knick-knacks: If these items are securely/properly attached to the wall, or properly placed on shelf (not hiding behind something or not leaning on something) they should not fall when the item is dusted/wiped.

 

Artwork, Collectables, Family Heirlooms and valuables over $200: These items are expensive or impossible to replace.  We will not risk cleaning such items. It is the client(s) responsibility to inform WILLOW MAIDS of any such items in this category so the team may be informed to never touch, move or disturb the item(s).  If the client does not inform WILLOW MAIDS, and any damage or breakage occurs, WILLOW MAIDS will not be held liable for compensation, monetary or otherwise. See Disclaimer on last page.

 

Laundry and Personal Assistance Tasks:  WILLOW MAIDS will not be held liable for damage incurred while performing personal tasks such as washing/drying laundry.  We will do our best to follow your specific instructions for use and care of your equipment and belongings.  Customer is giving permission to the staff of WILLOW MAIDS to access cupboards, closets, and other personal areas of the home as required, and only if necessary, to complete the tasks requested.

 

Use of Client(s) Vacuum: As a courtesy Willow Maids provides a vacuum. If you request our technicians to use your vacuum, we will not assume, discount service, or accept any liability for damage to the unit or the area in which it is used. (Since we are not responsible for maintenance or training with the unit, we will not be responsible for any repairs to it).

 

Pets "escaping" from the home: WILLOW MAIDS may not be held responsible for pets that "escape" when technicians enter/exit your home. If your pet will be "roaming free" during the clean, please let WILLOW MAIDS management know, in advance, so the technicians may be on alert when they open doors.  For the safety of WILLOW MAIDS technicians and client(s) pets, be absolutely certain the pet will not bite or attack the team.  We recommend kenneling or removal of the pet from the area, if the client is not available to control the situation. WILLOW MAIDS technicians are trained to close doors upon entry/exit at the site and will not leave doors open for long periods, unless specifically instructed to do so on the assignment sheet.  Client(s) must specify handling instructions with office management prior to the service date.

 

Pet feces and urine: WILLOW MAIDS technicians cannot touch or pick up pet feces, including emptying litter boxes. Urine stains on hardwood floors will be mopped, but please understand that if urine has soaked into wood, the discoloration (stain) may not come out…a flooring specialist should be contacted.

 

Safety and Work Conditions:

Temperature Settings: During summer months, many of our clients turn their air conditioning off or set them to higher temperatures during the day, while they are at work. On the day of the appointment, we ask that you set the thermostat to 72 degrees, (Winter months 70 degrees) so the technicians may work in a safe environment without overheating or freezing.  If this is not done, WILLOW MAIDS technicians are instructed to adjust the thermostat while they are in the home, and to return the temperature to its original setting prior to leaving the site. We still ask that you let the air conditioning/heat run on the day of your service because it can take several hours to cool/heat a home to safe levels. 

 

During winter months, it is imperative that the client(s) provide a "clear and ice free" pathway to the site.  Snow and ice should be removed from parking areas, driveways, and sidewalks.  Please be aware of this as the team carries all equipment and supplies from the vehicle to the site and back again.

 

Quality Control and Inspections:

Audits and Inspections: WILLOW MAIDS randomly inspects and audits cleaning technician teams. The inspector may inspect the site while a team is cleaning or after it is completed.

We need your feedback: From time to time our Quality Inspection will include taking "before and after" photos of WILLOW MAIDS Cleaning Pros’ work. These pictures are used for training, proof of our work performance, and promotion of our high quality standards. These pictures are most often used, but not limited to, One-Time Cleanings, Spring Cleans and Move-In/Move-Out cleanings. If you do not want pictures taken of work areas in your home please notify WILLOW MAIDS management.

 

Non-solicitation of Willow Maids Employees: By entering into an agreement for service, with WILLOW MAIDS, you agree not to solicit for hire any staff member introduced to you by WILLOW MAIDS for any home-related/janitorial services. We spend a time, money and resources finding, interviewing, checking references and backgrounds, and training our technician/sub-contractors. When hired, technician/sub-contractors sign an agreement barring them from performing any home/janitorial service for any of our past or present client(s), outside of employment with WILLOW MAIDS.  However, if you wish to employ a staff member directly, our referral/training fee is $3,500 per hired employee. Payment is due within 30 (thirty) days. We consider our employees/sub-contractors our most valuable asset and charge accordingly.

 

Variation

http://willowmaids.com may revise these terms and conditions from time-to-time. Revised terms and conditions will apply to the use of this website from the date of the publication of the revised terms and conditions on this website. Please check this page regularly to ensure you are familiar with the current version.

                                                  

[1] Note: Dusting implies removal of dust only. Cleaning implies wet cloth with product to remove dirt and grime.

[2] Disclaimer: Special items: For clients with collectibles, heirlooms or irreplaceable items, we request they be removed or notify the office and show/mark the items that are not to be touched. WILLOW MAIDS requires its employees to exercise reasonable care in cleaning your home, and WILLOW MAIDS will only pay claims for breakage/damage where WILLOW MAIDS employees have failed to meet the standard of care of a reasonable person performing the task of cleaning. Please be aware that breakages/damages can occasionally occur even though WILLOW MAIDS’s employees were exercising an appropriate level of reasonable care, and in such cases WILLOW MAIDS will not be liable for any breakage/damage.