The Imperial Maids
Terms & Conditions
Terms & Conditions of Our Services
1. TYPES OF CLEANS – We have created very detailed checklists describing the different types of cleans. If we arrive and the home is not as described during our phone consultation we may need to adjust the pricing before beginning the clean. In these cases we will contact you and ask for a verbal approval to charge the card on file for the difference. Please make sure to look over the checklists that we have created for complete transparency with you, our valued clients.
2. PAYMENTS – We only accept payments via card by you clicking the click to pay button on the invoice that we send you on the day that you book your cleaning. All payments must be made by 6pm the day before service or your service will be automatically cancelled.
3. RESCHEDULING AND CANCELLATIONS – If a client needs to reschedule or cancel their appointment we allow so up to 24 hours prior to service. We understand that at times there are unforeseen circumstances that arise and will always work with you in these situations. We appreciate 24 hours notice for cancellations and rescheduling. If we arrive at the property and have to reschedule due to something that is not our fault there will be a 20% fee due. If we arrive at the property and have to cancel due to something that is not our fault the refund amount will be 80% of the original charge.
4. BUGS AND RODENTS – Bug and rodent infestations are considered hazardous conditions. We will not continue a clean if we arrive and there is an obvious bug or rodent infestation or if it is noticed part way through the clean. We will not risk one of our cleaners bringing something from an infested home into either another clients’ home or their own personal home. There will be NO REFUNDS given in these situations however, we will allow you to reschedule the clean after the issue has been dealt with by a specialist for a 20% rescheduling fee.
5. EXCREMENT – We are not equipped and do not handle any form of excrement (feces/urine). If there is any excrement of any kind in the property please clean that prior to our arrival or that area will not be able to be cleaned and there will not be a refund granted in such situations.
6. MISSED ITEMS – Here at The Imperial Maids we take client satisfaction very seriously. As a result, we allow ALL of our clients to have a chance to make us aware of anything that may have been missed. You have 24 hours after the completion of the clean to send us photos and a written description of exactly what was missed. If what was missed is a part of the clean that we were hired for, we will come out and make it right as soon as we can.
7. REFUNDS – Refunds are only given in cases where the client has sent photos and a description of what was missed within 24 hours of the clean & we have been given a chance to make it right. If by chance we can’t come out and make it right the refund will be calculated as the part of the clean that was missed by percentage. This does not apply to situations with excrement or rodent/bug infestations.
