Terms of Service

By scheduling a cleaning service with Long Island Maids through our website, phone, email, or any other method, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.

Phone bookings are subject to the same terms as online bookings. Our representatives will inform you of key policies during scheduling, but this document serves as the complete agreement.

We reserve the right to cancel any service, for any reason, at any time. This includes situations where we cannot ensure the safety of our staff, the booking information is inaccurate, or the property conditions differ significantly from what was described.

Home Size: Please provide the correct number of bedrooms, bathrooms, and approximate square footage. We verify home sizes using online databases and onsite measurement. If your home is larger than booked, we will adjust the price accordingly — you authorize this charge without prior notice.

Home Condition: You must accurately describe the current state of your home:

• If your home hasn't been professionally cleaned in the past 2 weeks, it should be booked as a Deep Clean, not a Standard Clean
• Homes with excessive clutter, heavy soil, or post-construction debris require upgraded service tiers
• Any active or recent construction must be disclosed at booking

Arrival Window: Please allow a 120-minute (2-hour) arrival window from your scheduled start time unless we advise otherwise. Traffic, previous appointments, and other factors can affect exact arrival times.

Wait Time: Our cleaning professionals will wait up to 20 minutes from your scheduled appointment time if they cannot gain access to your home. After 20 minutes:

• We may leave the property
• Full payment may still be charged
• A $50 travel fee applies if you request a return visit the same day

Late Arrivals: No credit or refund is issued if our team arrives past the scheduled start time. We will still complete the full cleaning as booked.

Delays: If unforeseen circumstances (traffic, emergencies, previous job running long) require us to delay or reschedule your appointment, no credit is provided. We'll work with you to find the next available time.

The number of cleaning technicians assigned to your home is determined solely by Long Island Maids based on:

• Home size (square footage, bedrooms, bathrooms)
• Type of cleaning (Standard, Deep, Move In/Out, Post-Construction)
• Current condition of the home
• Any add-on services requested

For larger homes or deep cleans, we may send a team of 2-4 cleaners to ensure efficient, thorough service. For recurring standard cleans, you'll typically see the same individual cleaner who learns your preferences over time.

By calling Long Island Maids or receiving calls from us, you consent to the recording of those calls for the following purposes:

• Quality Assurance: To train staff and improve our service
• Dispute Resolution: To verify what was discussed if disagreements arise
• Review Response: If you leave a public review, we may reference or share relevant call excerpts to provide context
• Chargeback Defense: To contest any payment disputes you may file with your bank or credit card company

Our flat-rate pricing is calculated based on the number of bedrooms, bathrooms, and the type of cleaning service. This pricing does not include:

• Clutter pickup or organization
• Deep cleaning of surfaces not cleaned professionally in 6+ weeks
• Excessive trash removal
• Mold or mildew remediation
• Pet or human waste cleanup
• Post-construction dust/debris removal

These services can be added at additional cost if needed.

We verify home details both before and upon arrival:

• Online Verification: We check public records and listing databases for home size
• Onsite Verification: Our team confirms room counts and condition upon arrival

If your home is larger than booked or in worse condition than described, we will adjust the charge accordingly. You authorize this additional charge without prior notice by booking with us.

Undisclosed Construction: If we arrive to find recent construction that wasn't disclosed, your booking automatically converts to our hourly/square-foot construction cleaning rate.

Authorization Hold: We place a temporary authorization hold on your credit card the day before your scheduled cleaning. This hold:

• Verifies your card is valid and has sufficient funds
• May temporarily reduce your available credit
• Is released if you cancel 72+ hours in advance (typically within 3-7 business days, depending on your bank)

Final Charge: Your card is charged on the day of cleaning once our professionals arrive at your home. Even if you decline service at the door or we cannot gain entry, the full price is billed once we arrive.

Late Fee Structure:

• $25 late fee if payment isn't received by service date
• Additional $25 if balance remains unpaid after 3 days
• Additional fees may accrue for continued non-payment

You agree to pay all collection costs, legal fees, and associated expenses if we must pursue collection of unpaid amounts.

When you sign up for a recurring cleaning plan (weekly, biweekly, or monthly), you receive a discounted rate on your initial cleaning. This discount is offered with the expectation that you'll continue with at least two consecutive cleanings.

Only services listed in your booking confirmation will be performed. If you request additional services on the day of cleaning:

• They must be approved by our office
• Payment must be arranged before work begins
• Our team cannot add services without authorization

Common Add-Ons: Interior oven, interior refrigerator, laundry, interior windows, interior cabinets, basement, attic, garage. Each has additional charges.

Basements & Attics: These areas always require an additional charge and must be booked in advance.

Gift Card Terms:

• All gift card purchases are final and non-refundable
• Gift cards are not redeemable for cash (except where required by law)
• May only be used toward Long Island Maids cleaning services
• Non-transferable to other businesses
• Never expire
• Lost or stolen gift cards will not be replaced

Promotional gift cards or credits may have additional restrictions disclosed at the time of issuance.

Post-construction and active construction cleanings are not covered by our flat-rate pricing. These services are billed at our current hourly rate with:

• Minimum 8 man-hours for post-construction bookings
• Minimum 4 man-hours for construction in progress
• Debris and trash removal is not included
• Results are not guaranteed for active construction sites

If you book a standard or deep clean and we arrive to find construction conditions, your booking automatically converts to hourly construction rates.

We require functioning utilities to clean your home properly:

• Running water — for mopping, bathroom cleaning, and kitchen work
• Electricity — for vacuuming, lighting, and equipment
• Climate control — working HVAC for staff safety in extreme temperatures

What We Bring: Extendable cobweb brushes and dusters that reach most first-floor ceiling fans, light fixtures, and upper shelves.

What We Don't Do:

• We do not bring ladders
• We do not climb higher than a 3-step stool (you must provide)
• We cannot clean anything beyond arm's reach without a client-provided step stool

This policy exists for liability and safety reasons. If you have high ceilings, chandeliers, or tall fixtures that need cleaning, please arrange for a specialist.

For liability and safety reasons, our team does not move:

• Heavy furniture (sofas, beds, dressers, etc.)
• Major appliances (refrigerators, stoves, washers/dryers)
• Any item weighing 20 pounds or more

We will clean around these items and reach underneath them as far as our tools allow. If you need behind or under heavy items cleaned, please move them before our arrival or arrange for someone to assist.

We do not clean or remove:

• Animal feces or urine — no exceptions. If present, we clean around it or leave ($100 travel fee if you ask us to leave)
• Human waste or bodily fluids
• Mold or black mold — hire a certified remediation specialist
• Pest infestations — cockroaches, rodents, bed bugs prevent us from completing service
• Hazardous materials — chemicals, asbestos, lead paint
• Hoarded conditions — we do not clean hoarder homes

Specialty Services We Don't Offer:

• Carpet shampooing or deep carpet cleaning (vacuum only)
• Exterior window washing
• Pressure washing
• Upholstery cleaning

If your home has:

• Broken glass or debris on floors
• Mountains of clutter or trash
• Heavy soap scum, grease, or mildew buildup
• Years of accumulated grime

We can likely bring it to a livable, habitable standard, but results will not match a home that's been regularly maintained. We will discuss expectations before starting and may recommend multiple visits.

Photo Authorization: By booking with us, you authorize our staff to take before and after photos of severely soiled homes for internal planning, quality control, and liability documentation.

Stains We Cannot Promise to Remove:

• Rust stains
• Hard water deposits and mineral buildup
• Mold and mildew (we don't treat these — hire a specialist)
• Set-in grout stains
• Old grease stains
• Paint or dye stains

We use professional-grade cleaning products and techniques, but some stains are permanent. We will do our best, but cannot guarantee complete removal.

Special Surfaces: If you have surfaces requiring special care (natural stone, specialty wood, antique finishes), please inform us at booking. We assume all surfaces are sealed and standard unless told otherwise.

Laundry Services: If you request laundry as an add-on:

• You must pre-sort all loads by color, fabric type, and care instructions
• We are not responsible for shrinkage, color bleeding, or fabric damage
• We wash according to standard settings unless you provide specific instructions

Wall Cleaning: If you request wall cleaning:

• We are not responsible for paint removal, discoloration, or damage
• Flat and matte paints are particularly vulnerable
• Wallpaper may be damaged by moisture

By selecting these services, you acknowledge and accept these risks.

We will not perform cleaning services while other workers are present in your home, including:

• Painters
• Plumbers
• Electricians
• Contractors
• Movers
• Any other service providers

Their work creates dust, debris, and traffic that makes cleaning ineffective or impossible. If we arrive and other workers are present, we may need to reschedule (late cancellation fees may apply).

We stand behind our work. If you're not satisfied with any aspect of your cleaning, here's how to use our guarantee:

1. Email us within 24 hours of cleaning completion at [email protected]
2. Include clear photos of the areas that need attention
3. Describe the issue — what was missed or not up to standard
4. We'll schedule a complimentary re-clean of those specific areas

If you're present when we finish cleaning, we encourage you to do a walk-through with our team before they leave. This allows you to:

• Point out any areas that need more attention
• Have issues addressed immediately on the spot
• Avoid the need for a return visit

Note: Skipping the walk-through when you're home, then submitting complaints after 24 hours, may void your guarantee eligibility. We're happy to address concerns on the spot — please speak up!

Our 100% Satisfaction Guarantee does not apply in these situations:

• Late notice: Complaints submitted more than 24 hours after cleaning completion
• Declined re-clean: If you refuse to let us return to address the issue
• Misrepresentation: If you provided inaccurate information about home size or condition
• Re-soiled areas: Areas that were cleaned but dirtied again by you, family members, guests, or pets
• Active construction: Homes with ongoing construction work
• Skipped walk-through: If you were present, skipped the walk-through, and then complained later

If you decline a re-clean or file a complaint outside the 24-hour window, we consider the matter closed. No refund will be issued.

If you won't be present during your cleaning, please arrange entry access:

• Lockbox: Leave a key in a lockbox with the code
• Door code: Provide your entry code
• Building access: Inform your doorman or concierge
• Hidden key: Let us know where to find it

Key Policy: We do not retain client keys between appointments. Any key access must be arranged fresh for each visit.

Lockout Fee: If we cannot gain access and must return later the same day, a $50 travel fee applies.

We love animals! Many of our cleaners have pets of their own. However:

• We do not assume liability for the health, safety, or well-being of your pets
• You are in the best position to ensure their safety during cleaning
• Please secure pets that may be stressed by strangers or open doors
• Let us know about any pets — especially those that are protective or anxious

If a pet prevents us from safely completing our work (aggressive behavior, constant interference), we may need to leave the area uncleaned or reschedule.

To clean effectively, we need:

• Clear pathways through all rooms
• Access to floors, counters, and surfaces
• Reasonable tidiness (we clean, we don't organize)

Excessive Clutter: If clutter prevents us from accessing surfaces or creates safety hazards, we may:

• Clean only accessible areas (no price reduction)
• Cancel the appointment (late cancellation fee applies)
• Recommend our deep clean or organization add-on services

We Are Not Organizers: Our standard service does not include picking up items, organizing, or decluttering. We clean surfaces — we need you to clear them first.

Before your cleaning appointment, please:

• Secure jewelry, cash, important documents, and small valuables
• Inform us of any items over $200 in value that will be present
• Point out fragile, antique, or irreplaceable items
• Note any artwork or collectibles requiring special care

We are not liable for damage to:

• Items over $200 not disclosed at booking
• Artwork, collectibles, or heirlooms
• Items improperly mounted or installed
• Items with existing damage or wear

Cancellation Timeline:

• 72+ hours before: Cancel or reschedule with no penalty. Card authorization is released (3-7 business days).
• 24-72 hours before: Reschedule fee may apply
• Less than 24 hours / same-day: 50% cancellation fee is charged

We reserve staff, plan routes, and turn away other bookings based on your appointment. Late cancellations cause real losses, which is why fees apply.

If We Cannot Access Your Home:

• We wait up to 20 minutes from the scheduled start time
• We attempt to call/text you
• After 20 minutes, we may leave
• You may forfeit full payment for the scheduled service

Return Visit: If you contact us after we've left and want us to return the same day, a $50 travel fee applies in addition to the original service cost.

All cleaning services are non-refundable. We do not offer:

• Cash refunds
• Credit card refunds
• Partial refunds for any reason

If you're unsatisfied with your cleaning, our remedy is a complimentary re-clean within 24 hours of your complaint — not a refund.

This policy exists because cleaning services cannot be "returned." Once our team has performed the work, the time and labor are expended.

If you believe our staff caused damage to your property:

1. Email us within 24 hours at [email protected]
2. Include clear photos of the damage
3. Describe what happened and the item affected
4. We will respond within 48 business hours (excluding weekends/holidays)

Claims submitted after 24 hours, without photos, or without written documentation may be denied.

For damage caused by our staff, we reserve the sole right to:

• Request proof of the item's original value (receipt, appraisal, etc.)
• Approve or decline repair/replacement vendors
• Select our own approved service providers
• Purchase an equitable replacement item of our choosing
• Take up to 48 business hours to locate approved vendors

We exercise reasonable care and carry insurance. However, we are not liable for:

• Normal wear and tear — items that break due to age or deterioration
• Improper installations — fixtures, decor, or items not properly secured
• Pre-existing damage — chips, cracks, or issues present before cleaning
• Undisclosed valuables — artwork, collectibles, or items over $200 not mentioned at booking
• Carpet snags — from frayed or loose carpet fibers
• Brittle blinds — old or sun-damaged window treatments
• Loose knobs/fixtures — improperly attached hardware
• Specialty surfaces — materials requiring special care that weren't disclosed

We assume all surfaces are sealed and standard unless you inform us otherwise. Furniture on hardwood floors is assumed to have protective pads.

You agree to defend, indemnify, and hold harmless Long Island Maids, its owners, employees, and contractors from any claims, damages, losses, or expenses arising from:

• Your use of our cleaning services
• Any alleged or actual property loss or damage resulting from performance of services
• Your breach of these Terms
• Your violation of any law or third-party rights

Our staff deserve a safe working environment. We may cancel service (late cancellation fees may apply) if:

• Hazardous materials are present (chemicals, asbestos, black mold)
• No climate control in extreme heat or cold
• Structural hazards exist (broken stairs, exposed wiring)
• Pest infestations are present (roaches, rodents, bed bugs)
• Unsanitary conditions beyond normal cleaning (biohazards)
• We feel unsafe for any reason

We have a zero tolerance policy for:

• Sexual harassment or inappropriate comments
• Racial, ethnic, or religious bigotry
• Verbal abuse or threatening behavior
• Physical intimidation or contact
• Any behavior that makes our staff feel unsafe or disrespected

If any of the above occurs, our staff will immediately leave the property. You will be:

• Charged for the full service
• Permanently banned from booking with Long Island Maids
• Potentially reported to authorities if behavior is criminal

Our cleaners are friendly professionals who are happy to answer questions and accommodate reasonable requests. However, please be mindful:

• Extended conversations take away from cleaning time
• Following cleaners room-to-room can slow their work
• Last-minute additions or changes may not be possible

The best cleanings happen when our team can focus on the work. We appreciate your understanding!

We're committed to resolving issues fairly. If you're unhappy:

1. Contact us first at [email protected] or (516) 699-8406
2. Explain the issue clearly with any supporting photos
3. Give us the opportunity to make it right (re-clean, credit, etc.)

We resolve the vast majority of concerns quickly and amicably. Filing a chargeback or dispute without contacting us first is unnecessary and makes resolution harder for everyone.

If you decline our re-clean offer and instead pursue a chargeback or payment dispute that we believe is unwarranted:

• We will contest the chargeback with documentation (photos, call recordings, signed agreements)
• If the chargeback is not reversed in our favor, we may pursue collections
• We may file a service lien with the Nassau or Suffolk County Clerk, as applicable
• You agree to pay all collection costs and legal fees

This policy exists to prevent abuse. We always prefer to resolve issues directly — please give us that opportunity first.

You agree not to directly or indirectly:

• Solicit, recruit, or hire any cleaning professional introduced to you by Long Island Maids
• Encourage them to leave our employment
• Engage their services outside of our platform

If you violate this provision, you agree to pay a $5,000 referral and training fee to compensate for our investment in recruiting, vetting, training, and insuring that professional.

If you hire our staff directly and then initiate disputes or chargebacks against previous Long Island Maids bookings, we may pursue collections or file a service lien.

We reserve the right to modify these Terms of Service at any time. When we make changes:

• The "Last Updated" date at the top will be revised
• Material changes may be communicated via email
• Continued booking or use of our services constitutes acceptance of the revised terms

We encourage you to review these terms periodically. If you disagree with any changes, please discontinue using our services.