Customer Guidelines
A Trusted Family-Owned Home Cleaning Service in Your Community!
By requesting a quote or scheduling Cinderella’s Cleaning Maid Services cleaning services via telephone, email, or the website, the client acknowledges and agrees to the service terms of Cinderella’s Cleaning Maid Services. This is not a contract. We never require our clients to sign a contract with us. If you are ever dissatisfied with our service, you are not bound by any contract and are free to seek another cleaning company that better suits your needs. Our priority is your satisfaction with our cleaning service.
Office Hours: Monday through Friday from 8:00 a.m. to 5:00 p.m. If we are busy, you may reach our voicemail. Rest assured, we promptly return all calls. If you contact us after business hours, we will return your call by the next business day.
Holidays: Our offices are closed on all major holidays, including New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas.
Customer Feedback and 100% Satisfaction Guarantee
At Cinderella’s Cleaning Maid Services, we value your input. Please don’t hesitate to share any comments or suggestions you may have as each of our clients has unique and different needs. Your feedback allows us to continually improve our cleaning services. If you are not completely satisfied with the cleaning, please notify management of your concerns within 24 hours of the service.
Technology
At Cinderella’s Cleaning, we leverage technology to enhance your customer experience. Three days prior to your scheduled service, you’ll receive an automated reminder text, followed by another reminder the day before. Feel free to respond to these texts, and you can opt out at any time. Additionally, you can reach us by texting our office line at 737-237-4098, and we’ll promptly respond, even if it’s after business hours.
Our cleaning technicians utilize a scheduling app on their phones, with GPS coordinates recorded upon entry and exit of each home, ensuring their safe arrival and departure.
Periodically, we’ll send you a follow-up survey via email to gather your feedback on our cleaning services, helping us to continually improve and better serve you.
OUR SERVICES
Cinderella’s Cleaning Maid Services ensures your home is cleaned using safe and effective products. Our cleaning solutions are non-toxic, pet-friendly, and safe for all surfaces. If you prefer a specific product not in our inventory, feel free to provide it, though we cannot guarantee its safety. For heavy build-up or stains, we do use a stronger cleaning agent, which may contain toxins, but we prioritize your safety and well-being. Please ask our office if you would like more specific information on our products.
We offer customizable cleanings to meet your unique needs. Simply communicate your preferences to our management team, and we’ll tailor the service accordingly, provided the tasks align with our cleaners’ professional training.
Preparing for Your Cleaning
To help us serve you better, please tidy up before your cleaner arrives. This includes putting away toys, clothing, and personal belongings. Clearing clutter from surfaces allows us to clean more thoroughly. If you have dishes in the sink, we’re happy to load them into the dishwasher and run a cycle if it’s empty. If the dishwasher is full, no worries—we’ll scrub the sink and tidy up the dishes. Prefer hand washing? Just make sure pots and skillets are free of food and request it in advance so we can schedule extra time (additional charge applies).
PAYMENT POLICY
Payment is due on the day of service by credit card and/or debit card. Clients will be notified in advance of any price increases. Cinderella’s Cleaning Maid Services reserves the right to adjust prices at any time.
Late Fee: Overdue payments are subject to a late fee of $25.00.
Late Cancellation / No Show Fees: To cancel or reschedule a cleaning appointment, we require at least 48 business hours’ notice (excluding weekends). This policy is necessary to prevent lost wages for our cleaning staff. Cancellations made less than 48 hours in advance, or if the cleaner is unable to enter the house, will incur a cancellation fee of 50% of the cleaning cost, charged to the credit card on file. Rescheduling less than 48 hours in advance, without cancellation, will result in a $25.00 fee. Cleanings can be rescheduled or canceled by contacting our office at (737) 234-4098, via text, or email.
In the rare event that Cinderella’s Cleaning Maid Services must reschedule or cancel your cleaning with less than 48 hours’ notice, a $25.00 credit will be offered for the next cleaning. If the offer to reschedule is declined by the client for any reason, no credit will be granted.
Weekly Clients: Skipping a cleaning will result in the next cleaning being priced at the bi-weekly rate (for the next cleaning only).
Bi-weekly Clients: Skipping a cleaning will result in the next cleaning being priced at the monthly rate (for the next cleaning only).
Monthly Clients: Skipping a cleaning will result in the next cleaning being priced $65.00 higher (for the next cleaning only).
Cancellation or skipping of appointments may require our cleaners to spend more time on your next cleaning, hence the price adjustment. While we typically do not bill by the hour, the frequency of cleaning affects our time.
CLEANING IS NOT RESTORATION
While we aim to clean every surface thoroughly, cleaning may not restore surfaces to a “like new” condition. For example, years of hard water buildup or mold behind caulking may not be fully removable. Our guarantee is that your home will be clean, even if some surfaces cannot be restored.
LOSS OR BREAKAGE
While our staff is trained to handle your belongings with care, occasional accidents can happen. If you believe an item has been damaged during our service, please report it to the company within 24 hours of service completion so we can investigate the issue thoroughly. We will promptly inform you if any damage occurs during the service.
In the event of damage, we reserve the right to repair or replace the item. However, we cannot take responsibility for items that were broken due to improper attachment or securing, such as improperly hung pictures or items propped against surfaces. Similarly, scratches to hard surfaces or hardwood floors caused by furniture lacking proper felt pads are also not covered.
Cinderella’s Cleaning Maid Services is licensed, bonded, and insured well beyond industry standards. For more information on insurance limits, please contact our office.
YOUR VALUABLES
While we take every precaution to ensure the safety of your belongings, including valuables, it’s advisable to secure any irreplaceable, collectible, or expensive items before our service. You are responsible for informing us of any valuables you prefer we avoid cleaning or handling. Please secure items such as jewelry, money, credit cards, and checkbooks.
We cannot be held responsible for missing items that have not been secured for safekeeping. If you believe an item is missing, please report it to us within 24 hours of service completion so we can investigate the matter thoroughly.
Glass Shower Door(s)
It is your responsibility to inform us if your glass shower door(s) are not fully secure. Upon arrival, our team will inspect your shower door(s) to ensure they are securely in place before proceeding with cleaning. If any issues are identified during the inspection, we will promptly notify you of the risks involved and refrain from cleaning the shower door(s) to prevent any potential damage.
During your next cleaning appointment, you have the option to decline service for your shower and/or shower door(s), or we can proceed with cleaning as requested. If you choose to proceed with the service, we will take pictures of your shower door(s) before beginning to document their condition. By proceeding with the cleaning, you agree not to hold Cinderella’s Cleaning Maid Services or its employees liable for any damage that may occur to the shower door(s). Please note that we are not responsible for damage resulting from faulty or improper installation of any item.
PETS
We pet friendly company and appreciate your cooperation in ensuring their safety and security during our service visits. Please inform our office of any special requirements for safeguarding your pet(s) during our cleaning sessions.
For health and safety reasons, our staff are instructed to avoid certain areas or items related to pets, such as pet homes/beds, litter boxes, vomit, or fecal matter. Our teams will work around these areas. If your pet has an accident, it is your responsibility to clean it up.
INCLEMENT WEATHER
In cases of inclement weather, such as snow or ice, we prioritize the safety of our staff while striving to maintain our regular cleaning schedule. If weather conditions prevent us from reaching your home, we appreciate your flexibility in rescheduling. We aim to accommodate rescheduled cleanings within 48 hours after our closure due to weather, without imposing any additional charges.
ASSIGNED CLEANER
Your designated cleaner will typically remain consistent, barring any unforeseen circumstances such as illness, vacation, or schedule changes. If your default cleaner experiences ongoing schedule changes or is no longer available, another trained cleaner familiar with your home’s customized work order will be assigned to complete the cleaning.
GRATUITY
Cinderella’s Cleaning Maid Services never requires tipping, but you may tip if you would like. On several occasions, we are asked what a “typical cleaning tip” should be. We let our clients know they are not required, but if they wish to do so 10-20% of your cleaning price is industry standard. Just leave your tip with your payment, and management will make sure that the money is distributed properly. That is just a special thank-you for our hard work. Also, leaving us a note of appreciation means so much to us. We sincerely appreciate your business.
LIFTING, CLIMBING, AND BENDING
The safety of our employees is paramount to us. To prevent any potential injuries or damage to your property, our cleaning staff follows strict guidelines. They do not climb higher than a 3-step ladder, lift or move items heavier than 20 lbs., or clean floors on their hands and knees, except for bathroom floors. These activities pose risks of back injury or damage to items in your home.
However, there may be instances where you require us to move furniture, such as tables or large chairs. In such cases, we cannot be held responsible for any breakage due to age, oldness, or faulty manufacturing, nor for any damage caused to your floor during the movement of these items.
Please note that our cleaning team will not move furniture containing electronics or pull-out appliances such as stoves, fridges, or washer/dryers. If you move these items prior to the cleaning visit to allow access, we would be happy to clean the exposed areas. However, we kindly request that you return the appliances to their original positions afterward.
NON-SOLICITATION OF EMPLOYEES
When you enter into an agreement with Cinderella’s Cleaning Maid Services, you agree to pay a $2,500 training fee if you choose to hire any of our employees directly during the course of their service with us. We value our employees greatly and invest heavily in their screening, hiring, and training.
Our employees sign a non-compete, non-solicitation agreement, and are required to report any offers for “side jobs.” If you approach them with such offers, please be aware that this will result in the termination of our service with you.
If you have any questions about our policies, please don’t hesitate to reach out. We care deeply about your home and are committed to providing the best service possible. If we ever fall short, let us know, and we will work hard to make it right.
100% SATISFACTION GUARANTEE
At Cinderella’s Cleaning Maid Services, we are committed to delivering 5-star cleaning services to our clients. If you are dissatisfied with any aspect of the cleaning service provided, please inform us within 24 hours of the service completion so we can promptly address and rectify the issue. Upon receiving your prompt notification, we will return to examine the problem. If the issue pertains to the quality of our service, we promise to correct it at no additional charge.
However, if we do not receive notification of the problem within 24 hours of the cleaning, or if you choose to resolve the issue yourself, we will not be able to address the problem or compensate you for any inconvenience. Your satisfaction is our top priority, and we appreciate your feedback to ensure we continually meet your expectations.
QUALITY CONTROL
We are dedicated to maintaining top-notch quality. To ensure consistent standards, our quality manager may conduct inspections from time to time. If your cleaner’s work is being inspected, our quality manager will visit at the end of the cleaning and will announce their arrival in advance.
NEWSLETTERS / PHOTOS
You will occasionally receive newsletters or emails from us containing important updates on holiday closures, unsafe weather days, home management tips, and information on additional services or specials.
Additionally, we may occasionally take photos of rooms or items within the room that we have cleaned. These photos may be used in our training programs for new staff, client portfolio, and social media. Rest assured, your personal information such as name and address will always be kept confidential. If you prefer not to have your cleaned areas photographed, please let us know, and we will respect your wishes.
A CONCISE LIST OF SERVICES WE DO NOT PROVIDE INCLUDES
Cleaning or handling of blood, bodily fluids, fire or water damage, or mold due to lack of training and equipment
- Interior cleaning of curio cabinets; only exterior dusting is performed
- Pet or children-related services, including emptying diaper pails
- Carpet shampooing
- Cleaning chandeliers or removing light fixtures
- Stain removal
- Washing walls
- Cleaning exterior windows
- Removing paint
- Servicing outdoor areas
- Cleaning areas beyond the reach of our 3-step ladder
- Handling animal waste or litter
- Policy on cluttered surfaces; if there are more than six items on a surface, we will only dust the items and the surface
Please note that Cinderella’s Cleaning Maid Services reserves the right to refuse service to homes with any insect infestation (including seasonal). If our cleaners encounter an infestation, they will leave the property, and we will promptly inform you and charge a cancellation fee.