Last Updated Sep 26, 2019
Super Maids loves the work we do and happily do just about any kind of cleaning to help our customers. On the other hand, to maintain a high standard of quality, there are some limitations on what we can do. Please read this terms of service in its entirety. Do not use the Super Maids service if you do not understand or agree fully to the incorporated terms of service:
1. We reserve the right to cancel any service, for any reason, at anytime.
2. We do not assume liability for health and safety of your pets. While we are very, very mindful and careful about your pets, you are in the best position to ensure their safety and well being.
Our maids exercise reasonable care when cleaning. 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(s), or artwork, collectibles or family heirlooms valued over $200 and/or that is not disclosed during the time of making the appointment. If any damage or perceived damage is noticed after the maids have left, the customer must notify Super Maids in writing, with colored pictures attached, within 24 hours of completion of the service at hello{at}SuperMaids.com of any problem that may have occurred at the address during that day and time of the scheduled cleaning. These items include but are not limited to the following examples:
3. In the event of damages caused by our staff we reserve the sole right to a) request proof of the items value b) approve or decline the service provider and/or to exclusively select the service provider and approve all work orders prior to the commencement of work c) Purchase an equitable replacement item and/or approve the purchase of an equitable replacement item. d) We ask for 48 hours (excluding Saturday, Sunday and/or holidays) from the date of the damage to locate an approved service provider/replacement item. e) You the customer MAY NOT arbitrarily order, approve and/or compensate for a service provider and/or purchase a replacement item without our prior written approval, and request to be made whole. f) We will only reimburse or compensate you for fees/costs incurred by you which have prior approval from us.
4. If you booked by phone these terms are incorporated into your use of the Super Maids service.
5. 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.
6. We need electricity and water! If upon arrival your utilities are turned off, we will not clean your home and we will charge you a $100 non-refundable travel fee.
7. We do not come equipped with ladders, we have extendable cobweb brushes sufficient to reach most 1st floor windows, ceiling fans, and upper shelves. We do not climb higher than that a 3-step ladder (you must provide) - for liability reasons.
8. For liability and safety reasons, we do not move heavy appliances and furniture. We can clean around them and underneath, to the extent reachable. Heavy appliances and furniture are any items weighing 20/lbs or more.
9. If the home is in bad shape - broken glass, mountains of clutter, trash on the floor, pink soap scum and mold in the bathroom, heavy grease stains in the kitchen and on the stove backsplash and/or "hoarder's living space" - we can most likely bring it to a livable/ habitable standard. However, the end result will not be comparable with the level of cleanliness we can achieve on a standard home. Because of that, we will discuss this issue before starting the job and/or upon arrival onsite. You authorize Super Maids to photograph your home before and after for potential sharing and strategizing within our company on how to best approach the cleaning and for future liability claims.
10. We will not clean animal feces and urine-no exceptions are made and no refund will be given if we choose to remain and clean around! If you are not in agreement with this and opt for our cleaning staff to leave you will be charged a $100 travel fee.
11. When retaining Super Maids, you agree not to solicit for hire any staff member introduced to you by Super Maids for any home-related services. We spend a lot of time and resources finding, interviewing, checking references and backgrounds, and training our maids. When hired, they sign an agreement barring them from performing any home related service for any of our past or present customers. However, if you do wish to employ a staff member directly please discuss this matter with our corporate staff. If you are found to have solicited one of our staff within our discretion, please be advised that our referral/training fee is $5,000 per hired employee which we will charge to you and/or will seek to recover this amount via suit in a court of law/venue of our choosing, without regard to its conflict of law provisions. We consider our employees our most valuable asset and charge accordingly.
12. You agree to defend, indemnify and hold harmless Super Maids and its subsidiaries, agents, licensors, managers, and other affiliated companies, and their employees, owners, contractors, agents, officers and directors, from and against any and all claims, damages, obligations, losses, liabilities, costs or debt, and expenses (including but not limited to attorney’s fees) arising from: (i) your use of any cleaning services received by you and performed by Super Maids' representatives; (ii) any alleged or actual loss or damage to property (including your residence), resulting from the performance of the Super Maids' cleaning services.
13. You agree to pay a late payment fee of $25 for any cleaning that has been completed and payment has not been received by the date of service. An additional fee of $25 will be due if the payment remains outstanding for more than 3-days. The late payment fee may be charged to your payment method on file once updated without prior notification. You agree to pay all of our collection and legal fees and costs for recovering any amounts that you owe us.
14. You agree to book a cleaning based on your accurate home size (actual # of bedrooms/bathrooms and or square footage) and current status. We will verify your home size using public sources and an onsite inspection upon arrival. If the home size booked for service does not reflect the actual size, we reserve the right to update the information and charge your payment method on file accordingly without prior notice.
15. No discounts are given for partial cleanings, excluding rooms or parts of your home. If your home is in active or post Construction you will be billed the then current hourly rate with a 8-hour minimum.
16. We verify home size online (public means) and on-site inspection by cleaners. If your home is 3,000 sq ft or larger, you must book the package which corresponds to your homes actual square footage. If not selected and home size determined to be 3,000 sq ft or larger our then current rate for your home size will be billed to the card on file to complete your cleaning without prior notice.
17. Please provide the true state of your home. Standard cleanings are for homes regularly maintained by professional cleaners in accordance with the descriptions on our services page. If your home has not been professionally cleaned in the last two (2) weeks please book a super clean for your first clean. We may ask for proof of home being professionally cleaned in the last two (2) weeks in the form of an invoice from a licensed service provider. We may in our sole discretion clean your home however, your failure to book a cleaning based on homes true status intentional or otherwise will void our 100% Satisfaction Guarantee.
18. We DO NOT clean hoarder homes. Super Maids in its sole discretion will determine if the status of your home is a hoarder home and/or requires a pricing upgrade in order to complete the service. If it is determined a pricing upgrade is required, we will advise of additional cost or decline to clean your home.
19. You may Sign In now to edit your Booking. Any misrepresentation of the size, status or true condition of your home on the date of service will void your 100% satisfaction guarantee.
20. Failure to disclose recent construction will result in your cleaning being converted to the then prevailing price for hourly or per square footage without prior notice. Post construction homes require additional work to render them clean.
21. Our 100% Satisfaction guarantee Does Not apply to homes which are in active construction. Due to the nature of construction dust will settle upon completion of our service and we will not be held responsible. The card on file will be charged the difference in price if it is determined that your home size and/or status was entered incorrectly and/or active/post-construction status.
22. Please do not request that your professional(s) clean any additional parts of your home not included in your booking confirmation email, such as a finished basement, inside fridge, inside windows etc. You will be billed for all additional services rendered accordingly without prior notice.
23. The size of your cleaning team (# of technicians) is determined solely by our staff and based on your home size with the exception of hourly cleanings.
24. Please note that No cash or credit/debit refunds are given, except within the sole discretion of our staff.
25. We will re-clean any areas of concern provided you email hello{at}supermaids.com regarding the areas of concern within 24-hours of the completion of the cleaning. Any request made outside of the 24-hr period after the completion of your cleaning will only be honored within the discretion of our staff.
26. The full price of your cleaning will be billed to your card a) The day of the cleaning b) once cleaning professional(s) have arrived even if you decline to allow the service to proceed for any reason c) We are unable to enter your home for any reason. This policy also applies to lockouts, where professional(s) are unable to make entry to clean. A credit will be placed on your account for your use within 10-days (Subject to availability), thereafter, the credit will expire and you will forfeit the funds in full. In the case of lockouts a $50 travel fee will be assessed to the card on file for the professional(s) to return.
27. Professional(s) will only wait a maximum of 20-minutes after the start time of your appointment, after the 20 minute grace period Professional(s) will leave and full price of cleaning will be charged and client will be subject to $50 travel fee to have Professional(s) return to clean. Start time is defined as the beginning of your arrival period for the purpose of this policy ex 10-12 PM means 10 AM is the start time of your appointment. We may choose to reschedule your appointment time for later in the day, if you refuse the full amount of your cleaning will be forfeited.
28. No credit or refund is issued if cleaning team arrives past cleaning start time.
29. No credit will be given if we need to reschedule and/or delay the cleaning start time, due to unforeseen delays.
30. We Do Not provide Laundry service with any of our cleaning packages, therefore, any request for laundry will be declined and no refund will be given due to our declining to perform laundry duties.
31. We do not offer wall washing as a service due to the inherent risk of causing damage to the wall and/or paint. Please do not request that your professional wash any walls in your home. No refund will be given for declining to wash your walls.
32. Basement and Attics require an additional charge and are not included in regular price of service.
33. You must email hello{at}SuperMaids.com within 24-hours of the completion of your cleaning detailing which areas were missed or unsatisfactory, along with clear images of the area(s) which were missed in order to take advantage of our 100% satisfaction guarantee (Free re-clean subject to availability) or else we will consider the matter closed. You may not request a refund in-lieu of a re-clean.
34. We require you to complete a walk thru with your cleaning professional at the conclusion of your cleaning. Failure to complete a walk thru and/or voice any concerns so that the on-site cleaning team has the opportunity to address your concern voids our 100% satisfaction guarantee and no re-clean request will be honored.
35. If you refuse a re-cleaning, fail to complete a walk through with cleaners prior to their departure or fail to email Super Maids within 24-hrs of the conclusion of your appointment, we will not return to address areas of concern and we will consider the matter closed and no refund will be given.
36. Any extras not selected or listed in this email and your confirmation email will not be completed without you first paying the additional charge. An on-site inspection will be completed to verify home size (# of bedrooms & bathrooms).
37. Service address must have running water, electricity and operating air conditioning in order for professional(s) to complete your cleaning. If the service address does not have running water and/or electricity, your appointment will be rescheduled and a travel fee of $50 travel fee will apply. If you opt to cancel the full amount of your cleaning will be forfeited.
38. Carpet shampoo will not return treated area(s) to new condition. Shampooing is designed to remove dirt and sanitize the carpet. Not all spots or stains treated by machine will come out. If carpet has not been shampoo/treated in more than 2-months we do not recommend carpet service. No refund is given for carpet shampoo service.
39. 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. The full price of the cleaning will be billed to your card once the team has arrived.
40. While we always strive to be on time, please allow us a 120 minute arrival window (unless you have been advised otherwise) to account for traffic, parking, and other possible unexpected delays. This means that your team will arrive within that hour of time selected. Example 10am-12PM arrival means the team may arrive around 10:15 or 11:45 AM.
41. Because we reserve a time especially for you, please make any schedule changes 72-hours before your service start time to avoid incurring a $100 cancellation fee and the full value of your cleaning if cancellation is on the day of your appointment.
42. By subscribing to a recurring service cleaning you are agreeing to accept the initial discount on the grounds that you will complete at least two (2) consecutive (back-to-back) recurring cleanings immediately after your first appointment. If your subscription (very next two appointments) is cancelled and/or rescheduled before your first recurring service, you will waive your right to the associated discount and Super Maids will bill your account for the discounted amount on your initial recurring service booking plus the cost of the “super clean add-on” without prior notification.
43. Credit Card Authorization. Upon addition of a new payment method or each home service request, Super Maids may seek authorization of your selected payment method to verify the payment method, ensure the home service cost will be covered, and protect against unauthorized behavior. The authorization is not a charge, however, it may reduce your available credit by the authorization amount until your bank’s next processing cycle. Should the amount of our authorization exceed the total funds on deposit in your account, you may be subject to overdraft of NSF charges by the bank issuing your debit or check card. We cannot be held responsible for these charges and are unable to assist you in recovering them from your issuing bank. If you cancel your service at least 72-hours prior to your scheduled service date, this hold will be released within 3-7 business days.
44. Please be mindful of your cleaners time. Any area cleaned will not be re-cleaned if re-soiled by client, other members of the household of guests of the client. Examples include but are not limited to taking a shower after the bathroom is cleaned and request a re-clean of the bathroom.
45. We are not responsible for any keys left in our possession and lost. As policy we offer all recurring clients the opportunity to request and receive a FREE lockbox for use on service days. Should you not take advantage of this program and/or opt to provide a key, you agree that we have zero liability to you as a result of any lost, missing, damaged and/or stolen keys.
46. 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.
47. 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.
48. 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.
49. 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.
50. 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.
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.