SERVICE AGREEMENT & COMPANY POLICIES
Magnolias Maids, LLC Maid Service believes having the same goals & expectations with our clientele is the key to our success. Mutual respect and clear communication go hand in hand with maintaining a great relationship with our clients. We hope that this agreement helps foster this respect and communication with you and your family.
Hours of operation: Monday thru Saturday 7:00 am to 5:00 pm
Phone: (346) 261-1222 (You can text us at this number too.)
A voicemail inbox will be active whenever we are not available to immediately answer your call. Please leave us a message and we will call you back as soon as possible. On weekends, phone calls may go to voicemail, please leave us a message and expect a return call the following business day. Feel free to text us at (346) 261-1222 or email us at info@MagnoliasMaids.com. We are very responsive to our client’s needs and requests.
Our services Basic cleaning, Move In cleaning, Move outs cleaning, Make Ready cleanings and our extras. Please see our website, www.MagnoliasMaids,com/check-list for a complete list of what is included in each Basic cleaning and extras. Plus, you can boost your basic cleaning with our “extra”. To schedule your “extra”, just call, email or text us your request and we will schedule as time permits. The earlier we know about your request, the better we can meet your needs. Prices are determined by a house to house and based on how big or little a task we will be performing. We will give you a price for the “extras” when requested by the client. Once service start, different cleaning package can be selected if your needs change but advanced scheduling is required to allow for time and supplies. Sorry, no substitutions. In order to keep the quality of our service consistent for all our clientele, we cannot offer substitutions. In no way can “EXTRAS” task(s) be performed instead of or in substitution for any or all tasks that are listed in our Basic, Move-in, Move out, Make Ready cleaning.
SETTING APPOINTMENTS AND CANCELLATION/LOCKOUT POLICIES
Our cleanings are by appointment only. Once we take a reservation, we hold that time slot for you and you alone and turn away other potential clients in order to ensure your cleaning appointments are met. We require an active debit/credit card on file to hold your appointment. You can cancel service at any time, all we require to cancel service is 2 weeks’ notice, to avoid a cancellation fee of $75.00 applied to your credit/debit card on file. Once we receive notice, if they are any remaining scheduled cleanings, we will clean for you on scheduled days, you will be charged for those remaining cleanings, on credit/debit card on file, the service will be terminated. If the client refuses cleanings, the client will be charged for any remaining scheduled cleanings, regardless of whether or not the client allows cleaners to clean. Cancellations can either be phoned, texted or emailed to our office.
In the event of a cancellation or lockout, with less than 48 hours’ notice, the client agrees to pay by credit/debit card on file the entire cost of 1 scheduled cleaning plus the $75.00 cancellation or lockout fee. A lockout occurs when cleaners arrive at client’s home on the scheduled cleaning day and cleaners cannot enter premises for any reason. The client’s credit/debit card on file will be charged the full
cost of the scheduled cleaning plus the $75.00 cancellation fee. (See our section on Payment for our policy on outstanding balances.) When a lockout occurs, we will NOT issue reimbursements for services not performed nor will we issue credit for work not performed. When a lockout occurs, it is not our fault scheduled work was not performed nor will we be held responsible for work not performed through no fault of ours or our cleaners. Lockouts also apply if for any other reason, a staff member feels uncomfortable/harassed in any manner or that his/hers personal safety is endangered enough to cause him/her to leave the job site due to clients, clients’ family members, guests, or pets on the premises. We reserve the right to refuse service to anyone.
It is the client’s responsibility to remember their cleaning appointment, Customer will receive 24 hrs. Text reminder and a 3-day email reminder.
HELPFUL HINT – Mark your calendar, of your scheduled cleanings one year in advance. To prevent unnecessary lockout/cancellation fees please schedule your holidays, vacations, and home improvements/construction around your cleanings. Our fees are 100% avoidable. Please allow for these instances and give us 2 weeks’ notice of your plans that will affect our ability to clean for you.
Communication is the key to cleaning. We appreciate your cooperation with us!
Credit/ Debit Card Payment Agreement: I/we agree to pay above the total amount according to card issuer agreement and agree to im the authorized cardholder. Pressing Save Booking, you give Magnolias Maids LLC permission to charge your credit/debit card for the payment of the account designated ONLY when the credit card security numbers are provided. You waive your right to dispute or cause a reversal of this payment with the credit/debit company at any time after the payment is tendered whether online, via telephone, or in person.
We require an active Visa, Master Card, Discover or American Express on file for payments. We process ALL payments 24 hrs. before service is rendered. This allows time for our credit/debit card processing company to process your payment and for us to receive payment before your cleaning so we can pay our cleaners, we hold your time slot for you and you alone, turning away other business to ensure that your home will be cleaned on scheduled cleaning date. In other words, you are not only paying for the cleaning, but you are paying for us to hold your time slot for you and you alone.
All Services need to be paid cash/ check / zelle, credit card its only charged in the event of Additional Charges/ Cancellation Fee
Checks Payable to: Magnolias Maids LLC
Sales Tax is 8.25% (Texas State sales tax) on all services and fees.
Tipping is appreciated! To avoid confusion, please clearly mark money as “tips” so our cleaners know it is meant for them. Our cleaners never, ever want to take anything that does not belong to us. We can also charge your credit/debit card on file for tips as well. Just text us at (346) 261-1222 let us know how much you would like to add. Thank you in advance!
Due to the time-consuming, unpredictable nature of cleaning, Magnolias Maids, LLC cannot guarantee the exact time of arrival. We require the flexibility to arrive and depart between the hours of 7:00 am to 5:00 pm. However, for your convenience we can give you an estimated block of time to expect our arrival; however, we reserve the right to arrive earlier or later than the estimated arrival time due to circumstances beyond our control such as traffic conditions; etc.
HELPFUL HINT – On the request of the client, we can call/text you when our cleaners are on our way to clean.
If we arrive for a scheduled service to find we are unable to access your home, a lockout fee equal to the cost of the cleaning plus $75.00 lockout fee will be charged to your credit card on file. We encourage all our clients to issue us keys so avoidable lock-outs are avoided. (See KEYS for more information.)
It is important for us to have uninterrupted access to all the areas of your home that we will be cleaning. Every effort is made to work safely and cautiously, but we cannot assume liability for the safety of others. This includes clients, client’s children, and pets. We need to be able to work freely and without restrictions or distractions. If we are subject to distractions that affect our ability to perform our work in a timely manner, we reserve the right to charge your credit card/debit on file for extra time spent in your home.
We ask that you pick up toys, clothing or other items before we arrive so the time we spend in your home can be as efficient as possible. We also ask that you de-clutter your home prior to our arrival. We reserve the right to charge extra for an excessive amount of dishes. (more than 1 load of dishes that fit in the dishwasher)
If you need us to assist you in picking up and decluttering, we’d be happy to assist you. Just let us know prior to schedule cleaning & we’ll schedule our cleaners in accordingly. An additional fee will apply for the organization, picking up and decluttering.
HELPFUL HINT- A good rule of thumb is 5 items or less on any surface in your home. The fewer items on surfaces the more surface space we are able to clean and the more value you and your home receive from our cleanings. We encourage the use of decorative boxes and baskets. Any item in a decorative/organizational basket or box is considered 1 item.
Due to increased chance of breakage and the time-consuming manner of moving/cleaning items, we reserve the right to skip areas in home that are overly cluttered (more than 5 items) or not picked up without adjusting quoted price or adjust the price we initially quoted to allow for time and charge credit card on file for services rendered.
Pricing Reevaluation Policy: We reserve the right to reevaluate rates at any time based on the time it takes to perform our services to meet the client’s standards, Magnolias Maids, LLC Will Contact client to discuss price or service revisions if the cleaning time differs drastically from the original bid/or required additional cleaning services, if customer decide to cancel services please note there will be a cancellation fee $75.00
EQUIPMENT AND SUPPLIES
We provide our own eco-friendly; non-toxic, professional cleaning supplies; vacuums and equipment, excluding kitchen trash can liners. All the clothes, vacuums and equipment we use are clean and disinfected when we start to work in your home. Due to the increased chance of liability, we cannot clean with supplies, vacuums or equipment provided by our clients. What sets Magnolias Maids, LLC apart is we provide everything that is needed to clean your home at an affordable price. The only exception to this policy is in regard to wood surfaces. Due to the delicate nature of wood surfaces, we believe switching furniture polishes and oils increase the chance of damage to surfaces. We will provide the product the client has been using that was told to us during the initial conversation. The only time we will ask clients to provide oils or furniture polish for us to use is when we cannot find or purchase the product. If hard to find the product is not provided by the client we reserve the right to do a light dusting using dry rag or dusters. The same is true if you have hardwood floors for the same reasons.
We believe a home needs to be clean even on holidays and vacations. A home gets dirty all year round. Magnolias Maids, LLC will be open for business and cleaning during ALL national holidays with the exception of Christmas Day, Thanksgiving Day. If you need us NOT to come on a holiday, a 2-week notice needs to be given to us or a $75.00 cancellation fee will be charged on your credit card on file. If your cleaning visit falls on an observed holiday, every effort will be made to re-schedule your visit for the same or the following week, but this cannot be guaranteed.
Magnolias Maids, LLC will charge a fee of $75.00 plus the price of a full clean to credit/debit card on file for any cancellation/lockout/no payment with less than 48 hrs advance notice. No Exceptions.
Helpful hint: Mark your calendar a year in advance and notice if you’re scheduled cleaning dates fall on one of the holidays/Vacation mentioned above. Notify us as early as possible if you DO NOT want us to clean on holidays/vacations. It is the client’s responsibility to notify us if cleaning is not needed.
For our safety and the safety of all our clients, please notify us by telephone at least 24 hours prior to the scheduled service of any infectious diseases that occur in your household. Magnolias Maids, LLC reserves the right to cancel and re-schedule in such circumstances. We also reserve the right to keep the appointment. After all, we are armed with gloves, disinfectants and hand sanitizers. We are in contact with germs daily and are not afraid of germs. We believe that your home needs to be cleaned especially when there is sickness involved. Cancellation fees will apply without proper notice.
Magnolias Maids, LLC will be closed for business when severe weather conditions prevent unsafe roads for travel. We will call or text you to try to reschedule your appointment for another day.
Our goal at Magnolias Maids, LLC is to provide consistently great cleanings and the best service. Our motto is we strive for perfection to achieve excellence. If you are ever not satisfied with your cleaning, please let us know and we will do our best to remedy this in a timely manner over next scheduled cleanings. We value your comments, suggestions, feedback and promise to do our very best to accommodate them within the perimeters of your chosen cleanings. Due to the subjective, nature of cleaning, our limited resources, and to keep the quality of our cleanings as constantly high and we cannot offer cleanings (cleanings for free) nor refunds for any reason.
HELPFUL HINT- Grade the overall work done by your house cleaners. Having realistic expectations for your house cleaners goes a long way in having a positive cleaning experience for all that are involved. For example, 2 missed areas is still an “A” job in most ways of grading. Moreover, if overall they did a good job, try to cut them a little slack. After all, everyone has entitled to an off day and no one is perfect. Just let us know at the office what you’re unsatisfied with so we will do our best to do better on the next visits. Cleaning is often a process, getting to know your likes, desires and the needs of your home can take some time. Rest assured, our goal is always to try to improve our cleanings as we get to know you and your home.
HELPFUL HINT- Prior to calling, ask yourself if the unsatisfactory area could have been dirtied by your family members, pets or insects (i.e. cobwebs) AFTER we cleaned for you. This is often the case and is not the fault of the house cleaners. It is our policy to clean the area ONCE and move on. Anything dirtied AFTER we have cleaned is neither our responsibility nor our fault, respectfully.
HELPFUL HINT- Read our cleaning packages located on our website Magnolias Maids, LLC) prior to calling. The reason we may have “missed” the area is because it may NOT be covered under your chosen cleaning package. If confused, just give us a call, email or text we will gladly go over again, in detail what is covered and what is not. Moreover, you can either upgrade to a more comprehensive package or build on your chosen package with our “EXTRAS” for very little more money.
Our yardstick, so to speak, is always to leave your home at least 100% cleaner overall than how we have found it. By being on the same page as our clients and having clear expectations, mutual respect and understanding we feel we will be able to keep you happy and service you, your family and your home for years to come.
We ask you to provide us with driveway access parking (when available) to your home for loading and unloading our equipment and supplies from our vehicles.
If you have an alarm system, please be sure that it is turned off before we enter your home. We encourage all of our clients to issue us a key. If you choose not to issue us a key you can leave a key in a predetermined hiding place or you can provide a lockbox for us to access your home. After this, we will return the key when we have finished our service. You can also give us the code for the alarm system of your garage door.
We prefer you to provide us with a key which we will be coded and not be linked back to your home. At no time will your key have any identification which could be traced back to your home. When not in use for cleaning, your keys are safely locked away. With the termination of services, your key will be returned by either certified mail or we will prearrange a time to meet with the client to personally re- turn key. At no time will your key be out of Magnolias Maids, LLC Maid Service possession. Rest assured we are looking after you and your belongings! We appreciate your trust in us!
We take pride in being a pet-friendly service and take special care in making your pets feel comfortable during our cleaning process. However, we do need to make sure that the safety of our employees and staff is addressed. If you have aggressive pets, please secure them during our cleanings. Please make sure, however, that we still can access all the necessary rooms in order to do the scheduled work. We will skip the room that the dog(s) are confined in.
HELPFUL HINT – Many of our clients use crates. It protects their animals and our cleaners and vomit or other biohazards. This includes feline litter boxes and dog kennels.
TEMPERATURE IN HOME
For the comfort of our cleaners, we ask you to leave your air conditioner/heater on at a comfortable temperature (70 degrees) and we will be happy to raise it back to a predetermined temperature prior to us leaving.
We are an insured company in the amount of $1,000,000.00. We take great care when cleaning your home, however, accidents can happen. We pride ourselves on our honesty and the relationships we have with our clients. If any breakage/damage occurrences in your home, we will contact you immediately and take the appropriate actions necessary. Appropriate actions vary from household to household. If you notice breakage/damage, note that you must notify us immediately within 24 hours, so that we may take the appropriate action needed. We will not take responsibility for any damage not reported to us within 24 hours of our cleanings. Items of extreme value (monetary or sentimental) should be dusted or cleaned by the customer. Please note that antiques, irreplaceable one-of-a-kind, and hard-to-find items are not covered by our breakage and loss policy. We suggest that such items be moved to a safe location on the day of your cleaning, where our house cleaners do not have access to them. We cannot be responsible for breakage of items which are unstable or in an unstable environment. We reserve the right to skip cleaning such areas. All surfaces are assumed stable,
sealed and ready to be cleaned without causing harm. Minor breakage/damage incidents will be resolved by replacing items or discounts on future cleanings agreeable to both client and Magnolias Maids, LLC. We always want to come up with a solution that is beneficial for both parties.
For safety reasons, we do not move anything weighing more than 25 lbs. If you wish us to clean behind anything heavy such as a couch or refrigerator, please move it prior to service to allow us access to that area. We only use a two-step ladder. Wherever windows, furniture or fans are affected we do what is within reach with a two-step ladder or extension pole. No cleaning is worth the safety of our workers. For our safety, all firearms in a client’s home must be stored and locked.
We reserve the right to re-evaluate the rates at any time to allow for additional residents, pets, guests, business-related costs and cleaning time increases, and other cost increases.
SOLICITATION OF SERVICE PROVIDER
The client agrees that he/she will not solicit, entice, or influence any service provider of Magnolias Maids, LLC to leave Magnolias Maids, LLC Maid Service, or take over the cleaning contract, whether it is directly or indirectly, individually, or through a family member or other person or other company action. Otherwise, a referral fee of $5,000 will occur. This fee is due within 30 days of notification by Magnolias Maids, LLC to the client. If the fee is not paid, Magnolias Maids, LLC Maid Service will apply the right to pursue all other methods of collection, without any proof of damage is necessary.
Communication is the key to cleaning. To ensure that all your needs are considered, please address all requests, grievances, and changes directly to Magnolias Maids, LLC Maid Service via email, text, chat or phone calls to us, (346) 261-1222. In order to cut down on potential miscommunication, we neither ask you to call us and not write notes nor communicate through our cleaners. We aim to please and are always just a phone call away. If by chance you do receive our voice mail, please leave us a message, rest assured we do return phone calls and will do so in a timely manner. Thank you for your cooperation in this matter.
You, the client may terminate services at any time by giving a two-week (14 days) notice to us. Without 2 weeks’ notice, all termination fees apply. Please see our SETTING APPOINTMENTS AND CANCELLATION/LOCKOUT POLICIES section for details. You can either call in, email or text us your termination.
Cleaning Policies & Procedures
- Magnolias Maids. LLC and its employees agree to provide services stated in email send in a reliable and trustworthy manner, in consideration of these services and as an express condition thereof, the client expressly waives any and all claims against Magnolias Maids LLC or its employees, unless arising from gross negligence on the part of Magnolias Maids LLC.
- Every effort is made to be as careful as possible with your items, however, accidents do happen. Notification must be made within 24 hours of breakage/loss of any personal items, Items that are antique, irreplaceable, hard to find, etc. Are not covered by our breakage policy Please remove these items the day of your cleaning.
- Magnolias Maids LLC does not use ladders or move items more than 35 pounds to protect us and our employees for any damage it may cause. Magnolias Maids LLC does not use bleach. If the client requests the use of bleach, Magnolias Maids LLC is not responsible for any damages it may cause
- Magnolias Maids LLC is not responsible for damage incurred by the improper installation of any object. All Surfaces are assumed sealed, if you know of any surface not sealed, you must notify us so that we may clean properly.
Magnolias Maids LLC staff does not clean animal cages or litter boxes, animal droppings, human feces, urine, vomit, soiled clothing or other similar biohazards.
Magnolias Maids LLC prefers that alarms are kept off for the day of cleaning if it must be on and the alarm is triggered.
Magnolias Maids LLC is not responsible for any fees associated with the alarm.
Magnolias Maids LLC agrees to keep keys and other client information secure and confidential. Locksmith fees are paid only if our company misplaced your keys.
Cleaning rates are subject to change as the condition of your home changes. Additional services need to be requested in advance so we can schedule the additional time and supplies needed.
A Checklist can be found online @ Https://magnoliasmaids.com/check-list
If you would like to hire a present or past Magnolias Maids LLC staff member for any house cleaning services outside of your agreement with Magnolias Maids LLC, our referral fee is $750.00. All employees or IC’s of Magnolias Maids LLC are under a non-compete contract for a period of one year.
Our cleanings are by appointment only. Once we take a reservation, we hold that time slot for you and you alone and turn away other potential clients in order to ensure your cleaning appointments are met. We require an active debit/credit card on file to hold your appointment. You can cancel service at any time, all we require to cancel service is 2 weeks’ notice, to avoid a cancellation fee of $75.00 applied to your credit/debit card on file. Once we receive notice, if they are any remaining scheduled cleanings, we will clean for you on scheduled days, you will be charged for those remaining cleanings, on credit/debit card on file, the service will be terminated. If the client refuses cleanings, the client will be charged for any remaining scheduled cleanings, regardless of whether or not the client allows cleaners to clean. Cancellations can either be phoned, texted or emailed to our
Bad Check Policy: A $35.00 fee is assessed on all returned checks. All fees are due promptly and must be paid via cash or cashier check or money orders only.
Online & Phone Booking Terms & Conditions: Please double check your booking details to make sure it’s correct. Please note that your time is a range that this represents our arrival window to deal with the unpredictability of traffic, parking, and other surprises, We ask for at lease 1 additional hour from your booking time frame to deal with unpredictable situations. Cancellation Policy: If you need to cancel/rearrange a scheduled cleaning, please notify Magnolias Maids, LLC 24 hours prior to your scheduled day. This allows us to service another appointment and is also a more efficient use of resources and helps keep your costs down.Less than 24 hours’ notice or locked out means that we will not be able to fill that time – as a result, the service team’s earnings decrease.There will be a cancellation fee for the amount of $75.00.Person Booking appointment schedule booking with frequency discounts and cancels after initial cleaning, the system will charge credit card on file promotion discounts and frequency discounts Fees Back. Price Change Policy: Please note we give pricing based on instant pricing based on years of experience, but we may adjust the pricing based on the actual conditions of the house. To ensure there are no surprises when we arrive & find that the job will require extra time we’ll call you to let you know if we need to adjust pricing if we are unable to reach you, the crew will have to leave and a Minimum Cancellation Fee will be charged no greater than $75.00. We reserve the right to reevaluate rates at any time based on the time it takes to perform our services to meet the client’s standards, Magnolias Maids, LLC Will Contact client to discuss price or service revisions if the cleaning time differs drastically from the original bid. The system will Pre-authorize Card 24 Hrs Before Service, Verifying Funds.We don’t accept prepaid cards. I/We Accept Magnolias Maids, LLC Terms & Conditions, I/we Agree to pay above total amount according to card issuer agreement, and agree im the authorized card holder. Pressing Save Booking, you give Magnolias Maids LLC permission to charge your credit/debit card for the payment of the account designated ONLY when the credit card security numbers are provided. You waive your right to dispute or cause a reversal of this payment with the credit/debit company at any time after the payment is tendered whether online, via telephone, or in person.