Customer Agreement

Customer Guidelines

We want you to have the best experience with us. To be the best we can at providing exceptional service, we operate in a fashion that allows us to manage both our clients’ and employees’ needs, expectations, and schedules and accounts for the safety and well-being of all parties. Please take a moment to review our customer guidelines.

Arrival Window

We typically schedule cleanings between 8:00 a.m. and 5:00 p.m. on Monday through Friday. We will provide you with an estimated arrival time, but we work in a one-hour arrival window except for the first appointment of the day, which is 8:00-9:00 a.m. arrival window. Our cleaning technicians will use their best efforts to arrive on schedule; however, traffic conditions, late cancellations, inclement weather, or other unforeseen circumstances may affect the scheduled time. If we are running behind or ahead of schedule, our office staff will contact you with an updated arrival time.

Cancellation Policy

We will assess a 50% fee if you cancel with less than 24 "business hours" notice. The client will be billed for service at the full rate for failing to provide My Cleaning Lady access to the home upon arrival, or if we are turned away at the door.

Payment Policy

Payment is due at the time of service. Your credit card on file will be charged on the day of cleaning.

No Direct Hire

In order to provide our clients with the best possible service we spend a significant amount of time finding, screening, hiring, and training our staff. My Cleaning Lady is proud to have an extremely low employee turnover rate for our industry standards. My Cleaning Lady employees are not allowed to engage in a working relationship directly with any customer for 24 months after employment termination. Please help us maintain our success by not soliciting our employees for hire directly. If breached, a fee of $5,500 (finder’s fee) will be assessed if any client chooses to hire a cleaning technician employed by My Cleaning Lady on an individual basis for private work. That fee, plus any legal costs incurred as a result of breaching this agreement, will be the responsibility of the client.