Welcome to Excellentia Elite Maid Services. These Terms and Conditions govern the use of our cleaning services. By booking our services, you agree to the following terms. Please read them carefully.
1. Payment Terms
- A valid credit card/debit card: must be on file prior service date.
- Payment Due Date: Payment for services is due on the day of service unless otherwise agreed in writing.
- Accepted Payment Methods: We accept credit cards. If other form of payment is needed, please let us know. All payments must be in U.S. dollars.
- Late Payments: Payments not received within 5 business days of the service date will incur a late fee of $25.
- Declined Payments: A $35 fee will be charged for any returned checks or declined credit card payments.
2. Cancellation and Rescheduling Policy
- Advance Notice: Cancellations or rescheduling must be made at least 48 hours before the scheduled service.
- Late Cancellations: Cancellations within 48 hours of the appointment will incur a $50 fee.
- No-Show Policy: If we cannot access your home at the scheduled time, you will be charged 50% of the service fee.
- Holiday Adjustments: For holidays, we may adjust schedules. Clients will be notified at least 2 weeks in advance.
3. Service Limitations
- Standard Inclusions: Cleaning services are limited to the tasks specified during booking (e.g., standard cleaning or deep cleaning on our website). Additional tasks must be pre-arranged and may incur extra charges.
- Exclusions: We do not provide the following services:
- Decluttering or organizing personal items.
- Cleaning hazardous areas or handling biohazard materials.
- Exterior cleaning (e.g., windows, patios).
- Moving heavy furniture or appliances.
- Conditions Impacting Service: Excessive clutter, hazards, or pre-existing damages may limit our ability to perform services and could result in additional charges, rescheduling or up to cancellation. If your appointment is cancelled due to no fault of our own, you will be charged 50% of the service fee.
4. Liability and Damage
- Damage Reporting: Any damage must be reported within 24 hours of the cleaning. Claims made after this period may not be honored.
- Limited Liability: Excellentia Elite Maid Services is not responsible for damage caused by:
- Pre-existing conditions (e.g., loose fixtures, faulty appliances).
- Unsecured valuables or fragile items not disclosed before cleaning.
- High-Value Items: Clients must notify us in advance about high-value or irreplaceable items. We are not liable for damage to such items unless previously agreed upon.
5. Customer Responsibilities
- Preparation: Clients must ensure the home is accessible, and surfaces are free of excessive clutter.
- Pets: All pets must be secured during the cleaning. We are not liable for incidents involving unsecured pets.
- Utilities: Electricity and water must be available at the property.
6. Team Cleaning and Time Estimates
- Efficiency: Our teams work in groups of 3–5 cleaners to complete jobs efficiently and maintain our 5-star standards.
- Time Estimates:
- Regular cleaning: 1 hour per 1,000 square feet.
- Deep cleaning: 1.5 hours per 1,000 square feet.
- Overage Charges: If additional time is required beyond the booked timeframe, clients will be charged $2.08 per minute after 15mins past time limit. Team leaders will communicate this before continuing.
7. Quality and Satisfaction Guarantee
- 110% Satisfaction Guarantee: For initial deep cleanings, you will be given a checklist to guide you through a walkthrough of the home. If anything is not satisfactory, we make it right before we leave. For recurring home cleanings, if you’re unsatisfied, contact us within 24 hours. We will return to address any missed areas free of charge.
- Exclusions: This guarantee does not cover services outside the agreed-upon scope or issues arising from pre-existing conditions.
8. Privacy and Data Security
- Data Collection: We collect personal and payment information for service delivery and billing purposes.
- Data Use: Your information will not be shared with third parties without your consent, except as required by law.
- Data Security: We use secure systems to protect your data.
9. Dispute Resolution
- Good Faith Effort: We will make every effort to resolve disputes amicably.
- Mediation/Arbitration: If a dispute cannot be resolved, it will be subject to mediation or binding arbitration under Florida law.
- Jurisdiction: Any legal disputes will be governed by the laws of the State of Florida.
10. Force Majeure
- We are not liable for service interruptions caused by events beyond our control, including but not limited to natural disasters, severe weather, or public emergencies.
11. Updates to Terms and Conditions
- Modifications: We reserve the right to update these Terms and Conditions at any time. The latest version will always be available on our website.
- Notification: Clients will be notified of significant changes via email or during booking.
Contact Us
If you have questions about these Terms and Conditions, please contact us at:
Email: clientcare@excellentiacleaning.com
Phone: (407) 601-0800
Text: (407) 900-6467