Terms of Service – Clean Maid LLC
Effective Date: January 22, 2026
These Terms of Service (“Terms”) govern all cleaning services provided by Clean Maid LLC (“Clean Maid,” “we,” “us,” or “our”). By booking, scheduling, or receiving services from Clean Maid LLC, you (“Client,” “you,” or “your”) acknowledge that you have read, understood, and agree to be bound by these Terms.
1. Eligibility
All services are intended for individuals 18 years of age or older. By booking services, you confirm that you meet this requirement.
2. Booking & Service Confirmation
Booking a service online does not guarantee availability for a specific date or time.
Clients may be contacted via email, phone, or text message to confirm, modify, or reschedule the service date and/or time.
Clean Maid LLC reserves the right to decline or reschedule services based on availability, service conditions, or operational considerations.
3. Payment Authorization & Failed Payments
A hold equal to the total service amount will be placed on the payment method on file 72 hours prior to the scheduled service. Your card will be charged automatically upon completion of the scheduled service.
Failed or declined payments may result in service suspension, interruption, or refusal of service.
Clean Maid LLC is not obligated to complete or resume service until full payment has been successfully processed.
4. Cancellation Policy
Once an appointment is scheduled, time is reserved specifically for your service.
Cancellations made more than 48 hours before the scheduled service receive a full refund.
Cancellations or reschedules made 24–48 hours before service incur a $75 cancellation fee.
Cancellations or reschedules made within 24 hours incur a $99 cancellation fee.
Clients may cancel or reschedule by logging into their account or contacting Clean Maid LLC.
5. Rescheduling Policy
You may reschedule your cleaning free of charge if the request is made at least 48 hours in advance.
Reschedules made within 48 hours are treated as cancellations and are subject to the cancellation policy.
6. Lockouts, No Access & Alarms
If our cleaners are unable to access the service location at the scheduled time — including lockouts, incorrect access instructions, security alarms, pets not secured, or no response from the client — and we are unable to resolve the issue, the visit will be considered a same-day cancellation and is subject to the cancellation policy.
If your home has a security system, it must be disarmed or proper instructions must be provided in advance.
7. Pets
Pets must be disclosed at the time of booking. A pet fee will apply automatically when pets are selected during booking.
For the safety of our team, pets must be secured during service. If a pet presents a safety concern, Clean Maid LLC reserves the right to discontinue service.
If service cannot be completed due to pet-related safety issues, the visit will be considered a same-day cancellation and is subject to the cancellation policy.
Services do not include cleaning animal waste, litter boxes, or insect infestations.
8. Supplies, Equipment & Ladders
Our cleaners bring their own supplies and equipment.
Clean Maid LLC does not provide ladders. If an area cannot be safely reached without a ladder, it will not be cleaned.
If you request the use of your own vacuum or cleaning supplies, Clean Maid LLC assumes no liability for damage, malfunction, or results associated with those items.
If green-only products are required, clients must notify us before service begins.
9. Standard Cleaning Time Limit
Standard Cleaning services are intended for routine upkeep and are provided as a flat-rate service subject to a maximum of four (4) labor hours per visit, unless otherwise agreed upon in writing.
Standard Cleaning services are performed in accordance with the Standard Cleaning checklist and are subject to time, home condition, and level of buildup. If the condition or size of the home, or additional requests, require more time than allotted, Clean Maid may prioritize tasks at its discretion. As a result, completion of every checklist item during a Standard Cleaning visit is not guaranteed.
Homes requiring extensive buildup, heavy soil, or additional time beyond the Standard Cleaning limit may require a Deep Clean or add-on services to fully address the scope of work, at an additional cost if approved by the client.
10. Service Exclusions
The following services are not included in any cleaning package:
Post-construction cleaning
Extreme clutter or hoarding situations
Mold remediation or biohazard cleanup
Lifting or moving items over 25 lbs
Exterior window cleaning
Chandeliers or light bulb replacement
Animal waste or pest infestations
Junk removal or disposal of furniture or personal items
Heavy wall scrubbing beyond a 2-step ladder
Putting away dishes
Move-In/Move-Out Cleanings: Clean Maid LLC is not a junk removal service. All large items, furniture, or personal belongings must be removed from the home prior to service to allow full access for cleaning.
11. Quality Guarantee & Refunds
Clients must report any service issues within 24 hours of completion.
Clean Maid LLC does not offer refunds. At our discretion, we may offer a re-clean or partial refund. Failure to report issues within 24 hours waives the Quality Service Guarantee.
12. Breakage, Damage & Loss
While rare, breakage, damage, or loss may occur. Clean Maid LLC exercises reasonable care while providing services and maintains General Liability Insurance coverage of $1,000,000 per occurrence and $2,000,000 aggregate, as well as a Fidelity Bond covering up to $10,000 for losses resulting from proven employee dishonesty.
Clean Maid LLC is not liable for damage or loss resulting from normal wear and tear, improper installation, pre-existing conditions, or fragile/high-value items that have not been disclosed prior to service. This includes, but is not limited to, artwork, collectibles, antiques, family heirlooms, and specialty surfaces.
Clients are responsible for notifying Clean Maid LLC in advance of any fragile or high-value items and providing specific instructions for their care.
Clean Maid LLC is not responsible for the loss of cash or unsecured valuables, including but not limited to jewelry, electronics, or personal items that are not properly stored or disclosed prior to service. Clients are strongly encouraged to secure or remove such items before scheduled cleanings.
Any claims for breakage, damage, loss, or theft must be reported within 24 hours of service completion and supported by reasonable evidence.
Allegations of theft or loss alone, without sufficient supporting evidence and verification, shall not be considered valid claims, and Clean Maid LLC shall not be obligated to provide compensation in such cases.
Claims involving alleged employee theft are subject to investigation and must meet the terms and conditions of Clean Maid LLC’s Fidelity Bond policy, which may include proof of loss and, where required, a police report or legal determination of wrongdoing.
Clean Maid LLC’s liability for any claim shall be limited to the lesser of:
The cost to repair or replace the item at fair market value, or
The applicable coverage limits under our insurance and bonding policies
Clean Maid LLC does not guarantee identical replacement of items and reserves the right to determine the appropriate resolution, including repair, replacement, or reimbursement.
All claims related to employee dishonesty or theft are strictly subject to the terms, conditions, and limitations of the applicable Fidelity Bond policy.
13. Right of Refusal
Clean Maid LLC reserves the right to refuse or discontinue service due to unsafe or inappropriate conditions, including but not limited to: aggressive behavior, weapons, pest infestations, biohazards, hoarding, or disconnected utilities.
If service is refused upon arrival, the visit will be considered a same-day cancellation and is subject to the cancellation policy.
14. Arrival Window
Services are scheduled between 8:00 a.m. and 3:00 p.m. Arrival times are not guaranteed.
We typically do not arrive more than 30 minutes early or 45 minutes late. If delays occur, we will notify you.
15. Holidays & Inclement Weather
Clean Maid LLC does not operate on certain holidays, including major U.S. holidays. If a scheduled service falls on a holiday observed by Clean Maid LLC, the client will be contacted to reschedule. Reschedules initiated by Clean Maid LLC due to holidays will not be subject to cancellation or rescheduling fees.
In the event of inclement weather or conditions beyond our control that may impact service availability or arrival times, Clean Maid LLC reserves the right to delay or reschedule services. Reschedules initiated by Clean Maid LLC due to inclement weather will not be subject to cancellation or rescheduling fees.
Clients will be notified as soon as reasonably possible to arrange a new service date.
16. Key Release
Client keys are securely stored and accessible only to management.
If clients leave keys in unsecured locations, Clean Maid LLC is not liable for theft or damages.
Keys will be returned within 72 hours of service termination or the next business day.
17. Recurring Service Discounts & Pricing Changes
Recurring discounts apply after the first cleaning. If cleanings are skipped or frequency is reduced, pricing will adjust accordingly.
Clean Maid LLC reserves the right to modify pricing at any time. Updated rates apply to future services.
18. Non-Solicitation
Clients agree not to solicit, hire, or otherwise engage Clean Maid LLC employees or contractors during the provision of services and for 12 months following the last service provided.
Violation of this provision may result in legal action.
19. Photos & Marketing Use
Clean Maid LLC may take before-and-after photos of areas being cleaned for quality assurance purposes. These photos may be used for marketing, advertising, or promotional purposes, provided that no personally identifying information is included. By booking a service, the client consents to the capture and use of such images under these conditions.
20. Governing Law
These Terms are governed by the laws of the Commonwealth of Massachusetts.