Maid Kept Terms of Service
Last Updated: February1, 2025
1. Introduction
Welcome to Maid Kept. By accessing our website, booking services, or engaging with our company, you agree to comply with and be bound by these Terms of Service. If you do not agree with any part of these terms, please do not use our services.
2. Service Agreement
Maid Kept provides residential and commercial cleaning services based on the scope agreed upon at the time of booking. Services are subject to availability and may be modified at Maid Kept’s discretion.
a. Scope of Services:
All services must be scheduled in advance through our website, phone, or email.
Any changes in service scope (e.g., additional tasks, excessive dirt, pet hair, clutter, or restricted access to utilities) may result in an adjusted price.
Clients are responsible for providing access to the property during the scheduled time.
b. Service Limitations:
Maid Kept does not clean hazardous materials, biohazards, or any surfaces requiring specialized treatment beyond standard cleaning.
We do not move heavy furniture or handle personal property without client consent.
3. Booking, Rescheduling & Cancellation Policy
a. Booking Confirmation:
Bookings are confirmed via email and text message, which includes a link to our Terms of Service and policies.
Clients must have a valid payment method on file before confirming an appointment.
b. Rescheduling & Cancellation:
Cancellations within 48 hours of service will incur a 50% charge of the total booking cost.
Cancellations within 24 hours or failure to provide access will result in a 100% charge of the service cost.
Rescheduling within 7 days of the original booking date will require payment for the full service amount.
To protect the time and compensation of our team, a Lockout Fee equal to the full cost of service will be charged if our cleaners are unable to access the property within 20 minutes of arrival.
Once your appointment has been dispatched, any access failure (e.g., no answer, incorrect lockbox code, or inability to enter the property) will result in the entire service amount being charged as a Lockout Fee.
This policy is non-negotiable. No refunds, partial credits, or reschedules will be issued once our team has arrived and cannot complete the service due to client-side access issues.
By booking a service, you acknowledge and accept this policy in full.
4. Payments & Billing
a. Payment Processing:
Maid Kept accepts all major credit/debit cards; payments are processed securely.
A hold may be placed on your card 24-72 hours before service to ensure availability of funds.
b. Additional Charges:
Extra cleaning time due to excessive buildup, pet hair, or other factors not disclosed at booking may result in additional fees.
If services are modified during the appointment, adjusted charges will be processed on the same day.
c. Refund Policy:
Refunds are not guaranteed and are reviewed on a case-by-case basis.
Clients must report any concerns within 24 hours with photographic evidence.
If deemed valid, Maid Kept will first offer a correction clean within 7 business days.
If a correction clean is not possible, a service credit or Maid Kept gift card (valid for 90 days) will be issued.
A $75 travel & supplies fee is non-refundable in any case.
5. Client Responsibilities
Clients must ensure a safe and accessible environment for cleaners.
Utilities (electricity, water, HVAC) must be functional during service.
Clients must secure valuables and notify us of any special instructions.
6. Liability & Damages
Maid Kept is insured and bonded; however, we are not responsible for pre-existing damages, minor scratches, or normal wear and tear.
Clients must report any damages within 24 hours with supporting evidence.
Claims are reviewed case-by-case, and compensation is at Maid Kept’s discretion.
7. Non-Solicitation Policy
Clients may not directly hire or solicit services from Maid Kept staff outside of our official booking system.
Violation of this policy may result in a $500 penalty fee.
8. Chargebacks & Dispute Policy
Any fraudulent chargebacks will be disputed with supporting evidence, including:
Email confirmations of service agreement
Before-and-after photos
GPS check-in records
Service completion notes
Clients agree to be responsible for all legal fees, collection costs, and damages incurred by Maid Kept if a chargeback is ruled fraudulent.
9. Right to Refuse Service
Maid Kept reserves the right to refuse or terminate services if:
A client exhibits abusive behavior toward staff.
A property is deemed unsafe or violates our service limitations.
Payment terms are not honored.
10. Amendments & Updates
Maid Kept reserves the right to modify these Terms of Service at any time. Clients will be notified via email and the updated terms will be posted on our website.
11. Contact Information
For any questions regarding these terms, please contact us:
Email: fresh@maidkept.com
Phone: 470-333-5378
Website: MaidKept.com
Address: 800 Battery Ave, SE, Suite 100, Atlanta, GA 30339
12. SMS Communications Policy
- This campaign sends SMS Notifications, Alerts, & Occasional Marketing Communication to customers who have opted in to receive SMS notifications.
- You can cancel the SMS service at any time by texting “STOP” to 470-333-5378, 404-777-5378, or 404-684-5378. Upon sending “STOP,” we will confirm your unsubscribe status via SMS. Following this confirmation, you will no longer receive SMS messages from us. To rejoin, sign up as you did initially, and we will resume sending SMS messages to you.
- If you experience issues with the messaging program, reply with the keyword “HELP” for more assistance, or reach out directly to our support team at fresh@maidkept.com or call our dedicated customer service line at 470-333-5378.
- Carriers are not liable for delayed or undelivered messages.
- Message and data rates may apply for messages sent to you from us and to us from you. Message frequency varies. For questions about your text plan or data plan, contact your wireless provider.
- For privacy-related inquiries, please refer to our Privacy Policy: https://maidkept.com/privacypolicy.
