Terms & Conditions

Last updated September 1, 2023

1. GUARANTEE: Amazing cleaning and superior customer service are 100% guaranteed. If you are not satisfied with the completed cleaning, please call or email us within 24 hours of service and we'll return to address whatever we may have missed.   We DO NOT OFFER REFUNDS OR DISCOUNTS - we reclean.

1b, Call recordings: To ensure satisfaction all phone calls, emails, texts, social media messages are monitored. You agree to allow all calls to and from Super Maids and/or our affiliates may be recorded for a) quality assurance b) to defend ourselves from public reviews by posting a link for the public to listen to portions or all of the call c) to fight any chargeback claims that you may file with your bank and/or credit card issuer.

1b. Basic cleans have a maximum time-this means the Technicians will clean your home until it is clean OR up to the allotted time limit prioritizing the bathroom-kitchen and floors first then cleaning the common areas and bedrooms if time permits.

1c. Super cleans (until its clean) do not have a time limit but our staff clean until they feel that it is cleaned to our standards and will give you the opportunity to check the quality of work.Although not timed, a Super clean is not intended to last all day. The determination of clean rest solely with us in our experience with homes of similar size and scope of work.

1d. Homes over 3,000 sq ft or large must be quoted by phone. We verify home sizes and will charge you the full price of the cleaning as a cancelation fee.

1e. Home sizes are verified and price difference will be billed for incorrectly booked home sizes.

2. FULLY-INSURED: SUPER MAIDS is an independent, locally owned cleaning company.  We carry full liability, workman’s compensation insurance, and all payroll taxes are paid through the local SUPER MAIDS office as staff of the company.  Our employees are fully insured. Our coverage will compensate a homeowner for theft if the individual responsible is convicted. We know that the police frequently do not follow up on this sort of report so we strongly urge, as a precaution, that you keep valuables out of sight and in a safe location. 
3. COMMUNICATION: Great communication is central to a happy cleaning outcome. We try our best to clearly communicate the scope of service and to manage expectations. We want your experience to be delightful. If we are missing the mark, please call or email us to discuss. You’ll find that we’re responsive and receptive to all feedback.
4. THE SAME TEAM: In the perfect world we’d assign the exact, same employees to your home for each appointment. The reality is that this doesn’t always happen. Our employees take time off for illness or vacations and our clients will often cancel for the same reasons.  We focus on training with the goal of delivering consistent service and our quality is guaranteed.
5. OFFICE HOURS: Our client support takes calls Monday - Friday 8:30AM to 8:00PM and Sat-Sun 9:00-6:00 PM. Voicemail and email are reviewed during normal business hours only. We do not respond to email or voicemail on weekends.
6. EQUIPMENT AND SUPPLIES: We provide all of the equipment and supplies to clean your home. We use fresh, clean microfiber towels and mop pads for each appointment - they are Color-coded and used for your appointment only and not reused throughout the day. Our products and cleaning techniques are gentle and incapable of scratching surfaces.

6a. Carry our cleaning equipment up more than 2 flights of steps.

7. QUALITY CONTROL: Our teams are trained to deliver quality cleaning. We email a 1-Question Survey after each cleaning appointment at 8 PM to ask how we did. We reward great quality and will return to address any issue that you’re unhappy with when communicated within 24 hours. We are pretty strict with this and will not return if contacted after 24-hrs. Forgetting to contact us is no excuse.

7b. Clean the interior stove range hood and/or grease filters. Grease needs to be removed as it accumulates and fan filters need to be routinely replaced.

7c. Wash Clothes/Laundry: Drying time can vary and easily exceed our appointment times.

7d. Scrub or clean walls. We don't wish to damage the paint finish and recommend repainting them instead.

7e. Clean interior closets. We’ll be happy to vacuum and mop there providing that doors are left open and all items are removed from the floor.

7f. Clean vinyl mini blinds. They are inexpensive and very easily broken - even with the lightest of cleaning hands.

7g. Clean the underside of a stove mount microwave. Grease needs to be removed as it accumulates and fan filters need to be routinely replaced.

7h. Clean Flat Screen TV's, Laptops or Tablets - the displays are fragile, cleaning recommendations vary significantly and damage can occur quite easily.

7i. Clean the Shower Curtain Liner: we'll be happy to remove it for laundering - it can be tossed right into a washing machine with some towels. We'll gladly hang any newly purchased liners for you.

7j. Clean the Interior of the Dishwasher or Washing Machine: please add 1 cup of bleach to the Dishwasher or Washing Machine, select a HOT water setting and run through a complete cycle to sanitize.

7k. Change Bunk Bed Sheets: we are not permitted to climb higher than a 2 step ladder.

7L. Bar Carts: typically contain high-end glassware and we’d be heartbroken if an item were to slipped from our wet, gloved hands. If you remove the contents of the cart, we’re happy to clean the furniture piece for you so you can carefully reload the cart.

7m. Clean exterior windows, patios, etc. Our insurance company limits our work to interior only.

7n. POROUS SURFACES: i.e moldings, caulk, entrance doors, bathtubs, furniture, countertops and windows may not appear to have been cleaned due to the nature of porous surfaces the contain small crevasses that holds trapped dirt for years and can be nearly impossible to get 100% clean without use of abrasive actions that can potentially damage the surface. Homes that have these types of surfaces and have not had them refinished to a smooth surface can cause the appearance of that item(s) to not have been cleaned when in fact they have been. We can clean over surfaces like this many times and still have the same visual results. PLEASE take a good look if you feel an item like this has been missed before the assumption is made that we did not clean it.

7o. Post construction cleaning: All post construction cleaning must be quoted by phone. Basic and super cleanings are for regularly soiled and lived in homes, not for homes with recent work done. Post construction = new flooring, windows, walls, painting, additions etc. If upon arrival we determine the home had recent work completed we will cancel and charge the full cleaning price as the cancelation fee.

8. ARRIVAL WINDOW: If you absolutely, positively need a precise arrival time then please call or upgrade online to a TIMED ARRIVAL @ a $15 upcharge. Appointments are grouped by location the day before - reach out via email DURING BUSINESS HOURS to learn where you are on the schedule. Due to the chaotic nature of our workday, i.e. lockouts, late cancellations, aggressive pets, road closures and traffic, we can only provide an estimated time window for arrival. Teams clean from 8:30AM to 6:00 PM Arrival. Times. Are. Not. Guaranteed. And no refund will be given for a late arrival.
9. ENTERING YOUR HOME: Your home must be easily accessible to our team. We will wait for up to 20 minutes before charging a lock out fee equal to the cost of that day’s appointment. To ensure easy access, please choose one of these options:
10. a) The Concierge Desk:  with Permission to Enter and a Key, your concierge team will be able to sign us in.
11. b) Realtor’s Lock Box: please let us know their exact location and a combo number.  We’ll return the key there and tumble the lock when doing so. If you sign up for recurring service (weekly/bi-weekly) we provide a free lockbox for your use.
12. c) Lobby Lockers:  place your key into a locker, set a combo and then email us with both numbers.
13. d) Meeting Us:  morning drop offs usually range from 8:30AM - 9:00AM. You’re welcome to meet the team, head into the office and we’ll lock the door behind us upon exiting. If you’re working from home and would like a text before arrival, please let us know.
14. EXITING / YOUR HOME: we make every reasonable effort to secure your door lock.   We cannot accept responsibility for securing doors and locks that are not fully functional.  Please contact us for referral to a locksmith or handyman, if necessary.
15. CLUTTER: We ask that you provide us with a clutter free environment. If that is not the case, we may not be able to clean your home in the allotted time and extra charges may be applied.

11b. Empty the dishwasher: we assume that all items are dirty and add any items from the sink to free it up for cleaning. Kindly empty dishes from the dishwasher prior to your scheduled appointment.

12. SAFETY: Insurance and safety issues prohibit our teams from moving heavy objects or standing on furniture. Our team is barred from handling any biohazard, including pet or human fluids, rodent feces, mold, etc. We may only use a 2 step ladder and extension poles to reach items in your home and cannot climb onto anything higher. Please do not ask

12b. Work in an un-airconditioned/un-heated home. OSHA recommends a temperature setting of 70F-74F. Teams prefer COLD/HIGH settings for all wall units - cleaning is an aerobic activity and we easily heat up. We reserve the right to refuse service if the unit temperature is unbearable for onsite cleaning staff and/or may turn on your a.c while working.

12c. Remove our shoes. We are required by federal law to wear slip-resistant footwear at all times.

12d. Move or lift items weighing more than 35 lbs unassisted. We are happy to clean behind furniture that is easily accessible. Please ensure that these items have felt floor protectors applied to all leg corners - we are not responsible for floor scratches resulting from furniture that lacks protective covers.

12e. Move kitchen appliances: Please contact your building and or landlord for assistance here.

13. SECURITY ALARMS: If your home has a security alarm, please ensure that it is turned off on the day of your scheduled clean. You may also provide us with the code and steps necessary to turn off your alarm. We will reset the alarm when we leave. We cannot be held responsible for alarms set off by mistake.
14. PETS: We love animals but even the friendliest dog can become nervous when the vacuum gets going. Our safety, and your pets’ comfort are important. We ask that your pet is restrained and/or that you are home to supervise until pets and team members are accustomed to one another. We cannot be held responsible for unsecured pets when entering, exiting or actively working in an appointment. If our team members feel threatened by your pet’s behavior, we will exit your home and you will be charged for the full amount of the appointment. For sanitary and safety reasons our team is not permitted to clean flea infested homes or pick up animal excrement.
15. EMERGENCY WEATHER CLOSINGS: There may be times when weather makes it unsafe for us to transport passengers and equipment to your home. We generally follow the local school system for weather related closures and will reschedule your cleaning appointment as soon as we possibly can. We appreciate your understanding in these circumstances.
16. BILLING: all clients have a credit card on file with Square or Stripe that can be charged on the day of service.
17. PAYMENT: a)     WHEN: Payment is due ***ON THE DAY OF*** service, without exception. We place a security hold on all cards 24-hrs prior (48-hrs for new clients) prior to the day of your cleaning. This may or may not appear as a charge depending on your card issuer. We cannot be held responsible if the payment causes an NSF on your account.
18. b) LATE FEE: If payment is not received within 3 days, we will add a $25 late fee and continue attempting to charge your credit card on file. 
19. c) SALES TAX:  we are required to collect and submit Sales Tax in states which require it and the rate may be revised annually. 
20. d) CHARGING YOUR CARD ON FILE: We reserve the right to charge your card at any time.
21. APPOINTMENT CANCELING AND RESCHEDULING: You are welcome to cancel or reschedule appointments without charge when providing at least 72-hours’ of notice via email/calling or online via our self-serve portal. Your appointment change will be confirmed via return reply. Please know that your time slot is reserved for you and you alone. If you cancel on short notice, we still compensate our staff. 

18b. There are instances where the 3rd party services that we use to alert our clients to an upcoming appointment fail, in instances like this you are still responsible to remember your upcoming appointment and to cancel at least 72-hours prior.

19. LATE CANCEL / RESCHEDULE FEE: If you cancel or reschedule with less than 72 hours notice, you will be charged a $100 fee.  If you schedule an appointment with less than 72-hours to the appointment then you cannot cancel and will be billed the full cleaning price if you cancel.
20. CANCEL / RESCHEDULE ON THE DAY OF SERVICE: you will be charged the FULL RATE OF YOUR CLEANING.
21. LOCK OUTS: If the team is unable to enter your home within 20 minutes of arrival (due to lack of keys, a pet not being restrained, turning away at the door, etc.), FULL RATE OF YOUR CLEANING.
22. SUSPENSION OF SERVICE / LIABILITY OF FEES: If any of the above fees have not been paid your service will be suspended until all fees have been paid in full. If service is suspended and you have not paid in full within 15 days we will consider you to have terminated service. In addition to any amounts owed to SUPER MAIDS, you agree to be responsible for all collections and attorney’s fees we incur to bring your account current.
23. SERVICE CANCELLATION: It is agreed that this is an at will relationship and that no contract term is implied and service may be canceled at any time. To avoid a late cancellation charge of $100 at least 72- hours notice is required via email or online self-serve portal. We reserve the right to cancel your appointment for any reason and at anytime. Examples of this have included infestations and rude or disrespectful behavior to our team members. You will be assessed the full price of your cleaning appointment should we cancel your service on the day of your appointment.  
24. HOURS OF OPERATION & HOLIDAYS: SUPER MAIDS operates M-F from 8:15am - 6:00pm.  We are closed on weekends and will respond to email and voicemail messages as soon as we can when back in the office on Monday morning.  We are closed on the following holidays - if you have an appointment scheduled for these days, it will be rescheduled in advance:

• New Years Day 1/01
• Memorial Day - the last Monday in May.
• Independence Day 7/04
• Labor Day - the first Monday in September
• Thanksgiving Day - fourth Thursday in November
• Day after Thanksgiving
• Christmas Day 12/25

25. DAMAGE: Our team is trained to clean with care but accidents may happen.    
26. a) REPORTING: our staff is instructed to report incidents immediately to our office and we will contact you. Should you uncover damage, we must be contacted within 24 hours of your appointment. We cannot be responsible for damage reported beyond this time frame.
27. b) SENTIMENTAL / HIGH VALUE / HEIRLOOM ITEMS: are best cleaned by our clients. You are responsible for letting us know if there are such items in your home so that we can instruct our staff not to touch them.  We cannot take responsibility for cleaning or damage to these items if they have not been pointed out to us.
28. c) LIABILITY: SUPER MAIDS’s liability is limited to a refund of the amount paid for the service rendered on the date the damage occurred. SUPER MAIDS -- at its sole discretion and without admitting liability -- may offer to replace or repair the property in lieu of a refund. SUPER MAIDS will choose the method, manner and service provider for repair or replacement. Above that you will need to file a claim with your homeowners insurance for damages caused in the routine nature of cleaning. Damage due to negligence will be referred to our insurance provider.
29. d) NO RESPONSIBILITY FOR: we assume no responsibility for damage to items that are loosened, inadequately secured or mounted, negligently placed, excessively worn or in poor repair.
30. e) PHOTOS OF YOUR HOME: SUPER MAIDS has the right to take photos in your home to communicate damages for our protection.  Photos will be limited to the item/issue involved and are for the sole purpose of communication to management and to you and to document/showcase our before and after work. 
31. f) Hand wash dishes: We're happy to clear the sink of dirty dishes by loading them into the dishwasher but don't wish to chance breaking a favorite wine glass.
32. SUSPECTED THEFT: We conduct background checks and screen our staff prior to hiring. We closely monitor their attitude, behavior and performance.  We want to assure you that we will cooperate fully if you suspect that property is missing from your home. In this event:
33. a) CONTACT US IMMEDIATELY: we’ll talk to the staff.  They may have noticed the item in an unusual place, mistakenly moved it or relocated it for safekeeping as they worked.
34. b) SEARCH YOUR HOME CAREFULLY:. Most of us misplace things from time to time, so please give a second look around.
35. c) FILE A POLICE REPORT: If you conclude that an item has been removed, contact your local police department; file a report and request an investigation.
36. FLAT RATE PRICING FOR MONTHLY, BIWEEKLY AND WEEKLY VISITS: By subscribing to a recurring service cleaning you are afforded a discount on the expectation that the increased cleaning frequency will result in less work to maintain your home. Your initial discount will be charged to your card on file if you fail to complete at least 2 consecutive appointments.

If you booked a recurring cleaning (weekly, bi-weekly or monthly) and cancel before the second cleaning is performed we will bill you the discount provided on your first cleaning immediately after cancellation without prior notification.

27b. If rescheduling, your flat rate price will be honored for only 7 additional days before bumping up into the next price tier, i.e. a weekly client may skip 1 week and pricing will be honored.  If you skip 2 weeks you’ll be assessed the biweekly rate. Clutter should be cleared from all floors and surfaces to guarantee this flat rate. If you've had a party or haven’t had the time to pick up clothes, clear clutter from all surfaces and load your dishwasher, we are up for the challenge but you can expect to be billed for the additional time taken to complete this increased scope.   Your Flat Rate Price:  will be honored as long as clutter is cleared prior to our arrival.  If you do not have time to clear surfaces, pick up laundry and load your dishwasher, we’ll be happy to do so at an additional rate of $60/hr/team member. 

28. By becoming a client, you agree to receive communications from us, including via email, text message, calls, and push notifications. You agree that texts, calls or prerecorded messages may be generated by automatic telephone dialing systems. Communications from Super Maids and/or its affiliated companies, may include but are not limited to: operational communications concerning your User account or use of the Super Maids website or Services, updates concerning new and existing features on the Super Maids website, communications concerning promotions run by us or our third- party partners, and news concerning Super Maids and industry developments. Standard text messaging charges applied by your cell phone carrier will apply to text messages we send.

IF YOU WISH TO OPT OUT OF PROMOTIONAL EMAILS, YOU CAN UNSUBSCRIBE FROM OUR PROMOTIONAL EMAIL LIST BY FOLLOWING THE UNSUBSCRIBE OPTIONS IN THE PROMOTIONAL EMAIL ITSELF. IF YOU WISH TO OPT OUT OF PROMOTIONAL CALLS OR TEXTS, YOU MAY EMAIL US AT HELLO(@) SUPERMAIDS.COM YOU ACKNOWLEDGE THAT YOU ARE NOT REQUIRED TO CONSENT TO RECEIVE PROMOTIONAL TEXTS OR CALLS AS A CONDITION OF USING THE SUPER MAIDS WEBSITE OR THE SERVICES. IF YOU WISH TO OPT OUT OF ALL TEXTS OR CALLS FROM SUPER MAIDS (INCLUDING OPERATIONAL OR TRANSACTIONAL TEXTS OR CALLS), YOU MAY EMAIL US AT HELLO(@) SUPERMAIDS.COM, HOWEVER YOU ACKNOWLEDGE THAT OPTING OUT OF RECEIVING ALL TEXTS MAY IMPACT YOUR USE OF THE SUPER MAIDSs WEBSITE AND/OR THE SERVICES.

 

29.Governing Law: Any claim relating to Super Maids shall be governed by the laws of the State of Connecticut, County of Fairfield, city of Stamford without regard to its conflict of law provisions. Additional terms of service are included in your booking received and booking confirmed emails that are sent to you at the time of booking your first appointment are incorporated into this terms of service agreement.

 

30. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, SUPER MAIDS DOES NOT WARRANT, ENDORSE, GUARANTEE, OR ASSUME RESPONSIBILITY FOR THE CLEANING SERVICES, INCLUDING THE CLEANING SERVICES PERFORMED BY SUPER MAIDS’ REPRESENTATIVES, OR ANY LOSSES OR DAMAGES THAT MAY RESULT THEREFROM. THE SERVICE, INCLUDING OUR CLEANINGS, ARE PROVIDED TO YOU ON AN “AS IS” AND “AS AVAILABLE” BASIS. USE OF THE SERVICE IS AT YOUR OWN RISK. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE SERVICE IS PROVIDED WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, the IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, WORKMANLIKE QUALITY, OR NON-INFRINGEMENT. WITHOUT LIMITING THE FOREGOING, SUPER MAIDS, ITS SUBSIDIARIES, AND ITS LICENSORS DO NOT WARRANT THAT THE SERVICE IS ACCURATE, RELIABLE OR CORRECT; THAT THE SERVICE WILL MEET YOUR REQUIREMENTS; OR THAT THE SERVICE WILL BE AVAILABLE AT ANY PARTICULAR TIME OR LOCATION, UNINTERRUPTED OR SECURE.

 

 

31. Due to the variable nature of viruses, the uncertainty of the underlying science and the lack of available research about the efficacy of cleaning technology, Super Maids CT LLC, its affiliates and all wholly owned companies (“Super Maids”) makes no representations or warranties except as expressly set forth in this website.

 

32. COVID-19 DISCLAIMER: Customer is purchasing a process and not any specific result. Based on presently-available information, the process is reasonably believed to be effective, but only until the work areas are reoccupied, at which point, they can become contaminated again and pose a life and safety hazard due to circumstances beyond Super Maids. (“Super Maids”)’s control. Super Maids CT LLC. (“Super Maids”) cannot and does not warrant or represent that every virus or microorganism will be removed, eradicated or rendered non-viable. Complete removal is not realistic and is outside the scope of the work. Additionally, Super Maids. (“Super Maids”) shall not be liable for microorganisms found in the property after a human has entered the work area after completion of the work. The centers for disease control and prevention (“cdc”) warns that: “covid-19 is a new disease and we are still learning how it spreads, the severity of illness it causes, and to what extent it may spread in the united states.” (https://www.cdc.gov/covid-19/2019-ncov/prepare/transmission.html).

 

Customer accepts and assumes the risk that the disease will spread, even in ideal conditions. Customer therefore understands and acknowledges there are inherent limitations to the work and that currently, there are no established methods to affordably confirm the eradication of the virus from a building. Covid-19 is widespread in the environment and cannot yet be eradicated.

Customer agrees to regularly check for cdc updates about the spread of the disease and proper control measures and to take all appropriate actions to protect occupants, including, but not limited to, closure of the property, as dictated by the latest guidance material from local, state and federal governmental authorities.

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