Super Maids LLC - Terms of Service
By booking services with Super Maids LLC – whether through our website, by phone, email, or text – you agree to comply with and be bound by these terms and conditions. If you do not agree, please do not proceed with booking a service.
Booking Confirmation
Booking online or by phone does not guarantee availability. You will receive confirmation from our office (by email, text, or phone) once your appointment is scheduled.
Super Maids manages scheduling through our Fieldd Scheduling Application to ensure accuracy and reliability.
Cleaning Providers
All Super Maids cleaners are vetted, background-checked, insured, and fully trained. We assign the same lead cleaner to recurring clients whenever possible, ensuring consistency and trust. Our cleaners are held to the highest standards of quality and professionalism.
Right to Refuse Service
Super Maids reserves the right to deny or terminate service for safety concerns, inappropriate situations, weapons on premises, excessive clutter, or lack of utilities (electricity, heat, water).
Cleaners may leave if a home is in extremely unsanitary condition or if they feel unsafe. In such cases, the cancellation fee will apply.
Cleaning Day Preparation
Our pricing is based on cleaners being able to dedicate their time to cleaning, not extensive tidying, organizing, or moving personal belongings. Please clear floors, counters, tabletops, and other surfaces as much as reasonably possible before the appointment so the cleaners can work safely and efficiently. If you would like help with tidying, decluttering, dishes, laundry, or other add-on tasks, please contact our office in advance so we can confirm availability and adjust the quote if needed.
Pets
Super Maids is pet-friendly and our team will gladly work around pets when it is safe to do so. For the safety and efficiency of both your pets and our cleaners, pets should be kept calm, secure, and out of the active work area during service. If a pet is aggressive, anxious, repeatedly interferes with the cleaning, or prevents the team from working safely, the appointment may be canceled and charged according to the cancellation policy. Our cleaners will not enter or remain in a home if they believe an animal poses a safety risk.
Service Fees and Adjustments
All quotes are based on the home, scope, and condition being accurately represented at the time of booking. If the cleaning team arrives and finds that the home requires more time, labor, or specialty attention than expected, we will contact you before making any pricing adjustments whenever possible. If we cannot reach you, the team may proceed only within the originally approved scope, pause for approval, or skip the appointment if the condition or scope creates too much uncertainty. Super Maids reserves the right to adjust pricing when there are significant changes in home condition, service frequency, household size, clutter level, pet hair, buildup, or requested scope.
Payments
Payments are processed securely through Stripe. We require a credit card placed on file to secure the date and approximate time of your cleaning appointment.
Charges are not applied until after the cleaning has been completed.
Refunds and 24-Hour Satisfaction Guarantee
Super Maids does not offer refunds, but we do stand behind the quality of our work. If something within the original scope of service was missed, you must notify us within twenty-four hours of the appointment by phone, text, or email and provide details and photos when possible. We will gladly return to address missed areas within the original scope of work. Re-cleans are limited to one per visit and do not apply to items outside the agreed scope, homes that were not properly prepared, or situations where the client waived the final walkthrough.
Cancellation Policy
When you book with Super Maids, we reserve that appointment time specifically for your home and turn away other clients in order to honor your scheduled service. Because last-minute cancellations and reschedules create lost scheduling opportunities for both the company and the cleaning team, our cancellation policy is firm.
Cancellations or reschedules made within forty-eight hours of the scheduled appointment will result in a $100 cancellation fee. Cancellations or reschedules made within twenty-four hours of the scheduled appointment will be charged at 100% of the appointment cost. Same-day cancellations, no-shows, lockouts, or situations where we cannot access the home will also be charged at 100% of the appointment cost.
Clients are responsible for ensuring the home is accessible and ready for service at the scheduled time. If we cannot complete the cleaning due to lack of access, no running water, no electricity, unsafe conditions, or other circumstances that prevent the cleaners from working, the appointment may be canceled and charged according to this policy.
We understand that true emergencies can happen. For valued recurring clients, exceptions may be reviewed on a case-by-case basis at the discretion of Super Maids management.
Recurring Service Discounts
Discounts for weekly, bi-weekly, or monthly cleanings begin after the initial deep cleaning. If recurring visits are skipped, pricing will be adjusted to reflect the new service frequency.
Lockouts and Access
Clients are responsible for providing access to the home at the scheduled time, whether through a key, door code, lockbox, garage code, or by being present. If the cleaning team cannot access the home, cannot reach the client, or cannot begin service because the home is not ready, the appointment may be canceled and charged at 100% of the appointment cost.
Client-Supplied Products & Vacuums
Super Maids provides professional cleaning supplies and equipment. If you request that we use your own products or vacuum, please notify us before service. Super Maids is not responsible for damage, maintenance issues, poor performance, or repair costs related to client-supplied products, tools, or vacuums. We may decline to use any product or equipment that appears unsafe, ineffective, unlabeled, or inappropriate for the requested cleaning task.
Items We Cannot Clean
For safety and insurance reasons, Super Maids does not perform biohazard, remediation, or hazardous-material cleaning. This includes, but is not limited to, blood, feces, vomit, urine saturation, litter boxes, pest waste, mold removal, hoarding-level contamination, bodily fluids, needles, chemicals, hazardous materials, or any condition that may expose cleaners to unsafe or unsanitary risk. If your home requires this type of service, we recommend contacting a company that specializes in biohazard or remediation cleaning.
Super Maids cleaners do not move items over 30 pounds and do not climb higher than two steps on a step stool. Please move heavy furniture, appliances, fragile items, valuables, or anything requiring special handling before your appointment. Cleaners may decline to clean areas that cannot be reached safely or where access is blocked.
Breakage, Damage, and Loss
Although rare, accidents may occur. Cleaners are insured for breakage or damage that occurs during service. Super Maids is not responsible for pre-existing damage, normal wear and tear, improper installation, or undisclosed fragile items such as artwork, heirlooms, or collectibles. Any claim must be reported within twenty-four hours of service. Identical replacement will be attempted when possible but cannot be guaranteed.
Arrival Window
Super Maids provides a one-hour arrival window for appointments. This allows us to account for traffic, parking, weather, prior job timing, and other normal scheduling variables. If an unexpected delay occurs, we will notify you as soon as possible.
Holidays
Super Maids does not operate on major holidays. If your cleaning falls on a holiday, we will contact you to reschedule.
Non-Solicitation
By booking with Super Maids, clients agree not to hire cleaners directly. Significant resources are invested in training and vetting our team. Circumventing Super Maids to contract directly with a cleaner will result in immediate termination of services.