Frequently Asked Questions
you have questions ... we have answers!
Do you offer a satisfaction guarantee?
We have a simple criterion for success – client satisfaction. We bring you a guarantee for every whole-home appointment with your pro cleaners. The experts we send strive to maintain a consistent level of quality and make sure your home is cleaned to perfection using safe, toxin-free house cleaning products. Should you find anything unsatisfactory with your house cleaning services, we’ll send a team to reclean the area in no more than 24 hours.
Do you perform background checks?
In-depth background checks are an essential aspect of our vetting process. It enables us to verify your cleaners’ trustworthiness and competence. There’s no doubt your team consists of trusted, committed maids!
Do you have insurance?
Nothing is more important to us than your security and trust. This is why we fully insure and bond our cleaning professionals and only hire those with a proven track record and exhaustive experience in professional cleaning service.
Should I leave or stay when my house cleaner comes to clean?
This decision is completely up to you! Your team will be happy to clean your home either way. If you should decide to be home during your service, we kindly ask that you and the members of your household maintain a minimum of 6 feet social distance for health and safety concerns. We can provide you with a lockbox if you decide to leave your home. You just need to leave instructions or alarm code so your cleaners can access your home and deliver stellar maid service.
How does flat rate pricing work?
Here at Maids à la Mode, we cherish nothing more than honesty and transparency, incorporating these core values in every aspect of our business. This goes for our pricing model of flat, fair fees that guarantee value for your money and put a smile on your face. However, we encourage our clients to keep in mind a few important details:
- Flat-rate pricing is available for homes of reasonable cleanliness levels.
- Our clients are encouraged to share accurate information regarding their homes’ sizes and conditions in advance of their appointment.
- Your cleaners may need more time and ‘heavy-duty’ rates to clean your home if it’s larger or messier than previously discussed.
- Your team may include heavy-duty fees for, particularly demanding home cleaning jobs or spacious homes.
- The pros may have to adjust their approach, prioritize cleaning tasks, or reduce the scope of work if your home is dirtier or larger than average.
Where can I find your terms and conditions?
By booking your service through the Maids á la Mode platform, you accept and agree to our Terms and Conditions.
Do you have any service limitations?
We would love to serve all clients, but unfortunately, we cannot. Large unsecured dogs, animal waste, severe damage/clutter, pest infestations, and disconnected utilities, for example, prevent us from delivering the quality you deserve and may mean we have to decline the request for service.
How do I pay for my service?
A credit card is required to secure services. An authorization hold will be placed on your account in the amount of your total balance 1 business day prior to your scheduled cleaning service. THIS HOLD IS NOT A CHARGE. The charge for your service is completed the day of your appointment and you will receive a statement via email once this occurs.
What is flat-rate pricing?
Our flat-rate pricing assumes your home meets a reasonable level of cleanliness and that you have provided accurate information regarding its size. If your home is dirtier than average, or larger than was indicated, your cleaners may either require more time or multiple visits to complete the job (at their standard rates and based on availability), require heavy-duty fees, or reduce the scope of their work and prioritize accordingly. Heavy-duty fees may also be applied prior to commencing service.
How can I ensure a successful cleaning?
Let us know if there are any areas and/or tasks that are especially important to you. We’ll do our best to accommodate your special requests. Prepare your home by putting away anything that might hinder the successful cleaning of your home’s surfaces. You cleaners typically do not allocate more than 1 minute per room to organize and pick up clutter. Let us know the names of any furry (or feathered) loved ones at home so that we can give them a little attention while we’re there. If you won’t be home for your service, be sure to let us know in advance where to find your house key as well as any keyless entry or alarm codes. If we’ve sent you a recurring service lockbox, let us know what 4-digit code we should use. ️For move-in/move-out cleans, please confirm that your water and power are turned on in advance of our arrival. We will need these to clean effectively. Make sure we have a good phone number for you in case we need to reach you during your service.
What if I'm not satisfied?
If you’re not happy, we’re not happy. It’s as simple as that. Your professional cleaners perform to a high standard of service and we provide a 24 hour guarantee of their work. If you are unhappy with any aspect of your cleaning, please let us know within 24 hours of the cleaning and we will send a cleaning team back to your home to correct the problem as soon as possible. Please note that our guarantee only applies to whole home cleanings and not hourly services.
Should I tip my cleaners?
Tipping is never expected but is always appreciated.
Do you offer discounts for regular bookings?
Oui, oui! For our clientele who regularly book with us (either monthly, bi-weekly, or weekly). It’s our way of saying, ”Merci!”
I am a regular client, what if I would like to change my day of service?
We’re here to serve you. Just tell us what day best fits your schedule and we will do our best to accommodate you. Or, you can log into your account to make changes to your appointment.
Do I have to be home at the time of service?
Only if you wish to be. Many of our clients provide their cleaners with a key and/or alarm code to access their home.
What is your Cancellation Policy?
Because we reserve a time, especially for you, please make any schedule changes 48 hours before your appointment to avoid a cancellation fee. Cancellations made between 48 hours and the end of day prior to your service will incur a 50% cancellation fee. A 100% cancellation fee will be applied for same day cancellations, if your cleaners are unable to access your home, or your utilities are turned off at the time of service. We appreciate your understanding.
Are the cleaning professionals background checked?
Absolutely. We rigorously vet all of our cleaning professionals during the recruiting process. They undergo in depth background checks to make sure they’re squeaky clean.
Our Happy Guarantee
Every clean is backed by our 100% Happy Guarantee. If you're not happy, we're not happy. It's as simple as that. If any aspect of your cleaning was not completed, please let us know within 24 hours of your service and your Cleaning Professional will come back to correct it as soon as possible.