By utilizing the services offered by Long Island Maids (“Company,” “we,” “us,” or “our”), you (“Client,” “you,” or “your”) acknowledge that you have read, understood, and agree to be bound by the following Terms and Conditions (“Terms”).
1. We reserve the right to cancel any service, for any reason, at any time.
2. We do not assume liability for health and safety of your pets. While we love animals and are very, very mindful and careful about your pets, you are in the best position to ensure their safety and well-being.
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 Long Island Maids service.
5. You agree to allow all calls to and from Long Island 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. Very important for new constructions and move in cleanings. PLEASE ensure utilities are properly turned on.
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 Long Island 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.
12. You agree to defend, indemnify and hold harmless Long Island 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 Long Island Maids’ representatives; (ii) any alleged or actual loss or damage to property (including your residence), resulting from the performance of the Long Island 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 larger than what you booked online or over the phone, your account will be charged accordingly.
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 deep 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. Long Island 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. If you would like any additional parts of your home cleaned that was not included in your original booking, please get in touch with us, so we can verify the team can stay and edit your booking.
23. The size of your cleaning team (# of technicians) is determined solely by our staff and based on your home size.
24. Please note that all of our cleaning services are non-refundable. We do not offer cash or credit/debit refunds.
25. We will re-clean any areas of concern provided you email hello{at}LongslandMaids.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 hold will be placed on your credit card a day before service to ensure funds are available. 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 are not responsible for any damage, bleaching, or discoloration to any clothes, towels, fabrics, etc if you select to have any laundry done, you the client must seperate all loads.
31. We are not responsible for any wall damage if you select to have your walls cleaned.
32. Basement and Attics require an additional charge and are not included in regular price of service.
33. You must email hello{at}LongIslandMaids.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 Long Island 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/heating 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. We do not offer carpet cleaning. We will vacuum your carpets, but don’t claim to make them clean.
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 50% cancellation fee of 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 Long Island 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, Long Island 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 cleaner’s 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 kindly ask that clients provide a means of entry for our staff in the event that you will not be present during our service. We do not offer or retain client keys, so ensuring access for our team is essential for seamless service delivery.
46. Service Limitations
While every cleaning is backed by the “Long Island Maids Satisfaction Promise”, there are some limitations concerning unique situations and areas that require a specialist to clean. Long Island Maids does NOT promise the removal of stains such as rust, mildew, mold or others caused by hard water build-up or lack of maintenance. All pathways are expected to be free of clutter. We require to be informed of items or surfaces needing special care. We are NOT responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e. marble, granite, hardwood floors, etc.) are assumed sealed and ready to clean without causing harm. Furniture on wood floors is assumed to have proper protection. Client is required to provide specific handling or cleaning instructions for items or surfaces that need special care.
Flat-rate pricing does not include services such as picking up clutter, organization, deep cleaning of surfaces that have not been cleaned for over six weeks, excessive trash removal, mold removal, cleaning mold, pet waste, human waste, and any other similar condition. Services to address such conditions might be able to be added to a service, but at an additional rate.
Long Island Maids will not be expected to perform any cleaning services while other workers are in your home. This includes painters, plumbers, contractors, etc. If you have a scheduled service with any of the mentioned on the same day of your cleaning service, please call us to reschedule.
Long Island Maids will not be expected to perform the below tasks, as well as any task that goes beyond the scope of Long Island Maids agreed-to services with the client.
• Cleaners will not move appliances. If you need or want cleaning to occur behind or under an appliance, you must arrange to have those appliances moved.
• Cleaners will not clean anything above arm’s reach unless with the assistance of a two-step stool if provided by the client.
• Cleaners will not clean in a home that contains hazardous materials.
• Cleaners will not clean areas that are contaminated with black mold. If you have black mold, you should seek the services of a professional mold remediation company.
• Any instance of excessive clutter that prevents the cleaners from walking, reaching the surfaces of the home and completing the appointment, will result in the appointment being canceled and a late cancellation fee will be charged.
• Cleaners will not be able to complete a job if there is the presence of pests or rodents in the residence.
47. Post-Construction Cleaning Service
48. Safety
Long Island Maids has the right to cancel a scheduled service and charge a Cancellation Fee if it deems a cleaning situation to be too dangerous and/or unsanitary to service.
Any forms of inappropriate behavior, harassment or bigotry towards any Long Island Maids employee or contractor will warrant service cancellation with a Cancellation Fee and cancellation of all future services with Long Island Maids.
Our Exclusions: Services We Do Not Provide
We pride ourselves on providing top-notch cleaning services, but there are specific tasks and situations where our services are limited:
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 Long Island Maids in writing, with colored pictures attached, within 24 hours of completion of the service at hello{at}Long Island Maids.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:
Carpet & Rug Snags – Carpet snags are the result of exposed loops caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller brush. We use professional vacuums that are set to industry standards (which cannot be adjusted). In order to limit snags or fraying, we will try our best not to go near the bad areas of carpeting/rugs.
Broken Blinds – Customers should be aware that there are some inherent risks each time your blinds are cleaned. Blinds will become brittle from daily exposure to the sun and aging, and strings/chords will weaken over time resulting in breaks.
Old/improperly placed faucets and knobs.
Improperly hung pictures/decorations/mirrors – If these items are securely/properly attached to the wall, they should not fall when the item is dusted/wiped.
Artwork, Collectibles or Family Heirlooms valued over $200 – These items are expensive and/or impossible to replace. In that case, we do not assume the risk of cleaning such items. It is the customer’s responsibility to inform, in writing, of any item(s) that fall into this category.
Woodwork, Vintage/Antique Wood Furniture, Un-finished & Furniture with Special Instructions, Special flooring such as marble, travertine or bamboo- Please let us know during your booking if your woodwork, wooden furniture or vintage wooden furniture is not sealed or is made of another material other than actual wood. Please discuss your furniture care needs with specifications as per item if they need special attention in anyway. If you would like to supply your own cleaning product(s) for your specific piece(s) of furniture, leather furniture, pianos, etc., please notify us via email or mail of the preferred product(s) you will provide us with.
Special Note on Stains:
Special Note on Mold and Mildew:
Mold and Mildew Handling: Our cleaning services do not include the removal or treatment of mold or mildew. These types of growths can require specialized remediation processes that go beyond standard cleaning practices. Due to health risks and the need for specialized equipment and certifications, we recommend consulting with a professional mold and mildew remediation service to address these issues safely and effectively.
Special Note on Hiring of Long Island Maids & Non Soliction
When engaging the services of Long Island Maids, it is agreed that no attempt shall be made to recruit or hire any individual—be they employees, contractors, or otherwise—introduced by Long Island Maids for home-related tasks. We invest considerable time and resources in the recruitment process, including interviews, reference and background checks, and comprehensive training for all personnel associated with our services. Upon joining our team, individuals are bound by agreements prohibiting them from providing home-related services to any of our past or present clients.
Should there be a desire to directly employ any individual associated with us, we request discussing this matter with our corporate staff. Please be aware that solicitation of our personnel without authorization may result in consequences determined at our discretion. It is further noted that our referral and training fee amounts to $5,000 per hired individual. We reserve the right to charge you accordingly or pursue recovery of this amount through legal action in a court of law or venue of our choosing, without regard to its conflict of law provisions. We highly value all personnel associated with Long Island Maids and set our charges accordingly
In the event that a client hires Long Island Maids for services and subsequently engages said workers directly, initiating a dispute or chargeback, please be advised that such disputes or chargebacks will be escalated to collections or forwarded to the town clerk of Suffolk County, NY, or Nassau County, NY, depending on your county, as a service lien.
Special Note Regarding Disputes and Chargebacks
At Long Island Maids, we strive to ensure that our clients are fully satisfied with our services. We believe in settling any issues in good faith and offer a satisfaction guarantee. If you're unsatisfied with a cleaning service, we will gladly come back and re-clean your property for free.
In the rare instance that a client chooses not to accept this complimentary re-clean and proceeds with a dispute or chargeback that is not reversed, we reserve the right to take further action. This may include engaging collections agencies or placing a service lien on your name or property with the clerk of Suffolk County, NY, or Nassau County, NY, depending on the location of your property.
We value open communication and are committed to resolving any concerns or disputes in a fair and equitable manner. Therefore, we encourage clients to reach out to us directly to discuss any issues they may encounter before resorting to formal dispute processes.
Thank you for your understanding and cooperation in this matter. We look forward to serving you with excellence and ensuring your complete satisfaction with our services.