Entrance and Safety Policies


Entry

We can work with whatever form of entry is more convenient for you, as long as it is selected on our booking form or noted during your booking call. Arrangements for entry should be made at the time of booking. Please be advised, if we are unable to enter your home to clean for any reason, you will be charged a cancellation fee of $50.00.

Alarm System

If your home has a security system, please inform us how it should be properly disabled upon arrival. Security and safety of your home is a major concern at MintFresh Maids, and our staff is sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home. Please note that it is not necessary for you to have to disarm your alarm systems on the day of your cleaning. If you contact your alarm company they can assist you in programming a code that is unique to our company. It is common for clients with alarms to give us our own code.

Safety Policies

Every effort is made to work safely and cautiously and we cannot assume liability for injury to others. We kindly ask that you, your children, and pets remain out of the rooms that we are cleaning in order to prevent safety hazards (contact with cleaning products, tripping over buckets, caddies, vacuum cords, etc.). Regarding pets, if there is excessive pet fur/hair throughout the home, a fee starting at $50.00 will be added to the bill, and will subsequently increase depending on the severity.

For our protection and yours, if you have firearms, we ask that all they be stored and locked away prior to our cleaning your home. We will not clean any rooms in which a firearm is visibly present. Please do not leave firearms under pillows or mattresses as they pose a danger when we are changing linens on beds.

The safety of our employees is extremely important. To decrease the risk of injury to employees we are unable to move heavy objects, flip mattresses, move large appliances, etc.

Reaching High Areas – We cannot guarantee we can reach areas higher than 6 ft. Due to liability & safety reasons, our teams are only able to climb on standard ladders to reach high areas but anything higher is not guaranteed.

Moving Large Appliances – We’re happy to clean around or underneath your large appliances, however, due to liability reasons our cleaners are not able to move them. If you’d like us to do this, we kindly ask that you please arrange to move large appliances and/or furniture for us.

Interior Window Cleaning – Window(s) should be accessible via 2-3 step ladder. Due to liability & safety reasons, our teams are not able to climb on ladders to reach high areas.

Screen Cleaning – We request that the customer remove screens for our cleaners. Due to liability reasons our teams are not be able to detach and / or install window screens.

Health and Safety Policy for our teams: **We are unable to clean vomit, blood, urine or excrement, mold, or any hazardous spills and/or materials.** Should this be requested, the job will be re-assessed (depending on the condition of the home/areas of concern) and additional fees will be added to the invoice starting at a base of $150.00 (however areas with mold will not be cleaned under any circumstance). The team may also leave the residence to acquire proper cleaning supplies and protective gear to complete the job.

We reserve the right to deny any job should the condition severely exceed the services booked, rendering our team unable to handle the clean. This includes scenarios such as: hoarding, homes with evidence of squatting, human waste and excrement throughout the home, and homes where the condition is unsafe to clean. Should this occur, a fee of $75.00 will be assessed to the card on file for travel and fuel, and the team will depart immediately.

Sickness  

If you or anyone in your household is feeling unwell (contagious), please reach out to our office, and we’ll gladly help you reschedule your cleaning at no extra cost.


Damages  

We understand that accidents can happen. If we accidentally cause any damage to your home or belongings, we will inform you as soon as possible on the day of the cleaning. We strive to repair, replace, or compensate for any items we may have damaged. However, MintFresh Maids cannot be held responsible for any pre-existing damages, scratches, or dings on windows, paint, furniture, floors, walls, etc., or for items that are not properly secured (like heavy pictures hung with thumbtacks that aren’t anchored). We recommend that any valuable or sentimental items be stored away on cleaning day or cleaned by the homeowner. If you have any irreplaceable or expensive items, please ensure they are secured or put away to prevent any unfortunate incidents. We assume that all surfaces (like marble, granite, hardwood floors, etc.) are sealed and safe for cleaning with standard products. MintFresh Maids is not liable for damage resulting from improper installation of items or any hidden leaks that could affect flooring.


Please let us know about any items in your home that need special care. Our cleaning team will promptly inform you of any accidental damage that occurs during the cleaning process. If you notice any damage after our service, we kindly ask that you contact MintFresh Maids within two (2) days. Notifications made after this period may result in a denial of compensation.


Release of Liability  

If you choose to have us clean items that hold monetary or sentimental value (over $100), such as those in curio cabinets, please note the following: The client releases MintFresh Maids from any liability related to the cleaning of these items. The client acknowledges that they are fully responsible for any repairs or replacements needed for damaged items, even if MintFresh Maids contributed to the damage.

Payments and Cancelations

 

Payments

 

At MintFresh Maids, we only accept credit and debit cards for payment. When you book our services, we collect your credit card information, but we do not charge it right away. Instead, a hold will be placed on your account for authorization one day before your scheduled service, reflecting the total amount due. Please note that this hold is not a charge. Your card will be charged after the service is completed, and you will receive a final receipt via email at that time. Unless stated otherwise, we require payment information from all customers to be collected and authorized before the job begins. If you need to cancel your service for any reason, the hold will be released within 2-5 days.

100% Satisfaction Guaranteed Policy
We at MintFresh Maids take pride in offering a 100% Satisfaction Guarantee because your happiness is our priority. After your service, we encourage you to conduct a mandatory inspection with your cleaning team. To assist you, we provide a cleaning checklist for your walkthrough. If you find any areas that are not up to your expectations, our teams are more than willing to re-clean those spots at no extra cost during the service. Please inspect carefully: once the post-service inspection is complete, our services are considered finished, and any additional requests will incur charges.

If you have any concerns within 24 hours of service completion, we will arrange for our cleaner(s) to return and address those issues. However, if complaints are made after the 24-hour period, we cannot send staff back. Full refunds are not available after the service has been completed, and discounts will only be provided if deemed appropriate.

If clients are unable to conduct a final inspection because they are not home, unavailable, or simply prefer not to do the walkthrough, we will send photos via a Google Drive link to their email for review. We strongly encourage you to reply to the photos to 1) confirm receipt and 2) provide feedback on the service. If we do not receive a response, the job will be considered complete, and the card on file will be charged. Our 100% SATISFACTION GUARANTEE will be deemed fulfilled, and any complaints made after 24 hours of job completion will not be accepted.


For move-out cleaning, we HIGHLY RECOMMEND that you invite your landlord to join the walkthrough inspection with the cleaners. To ensure we meet your expectations, feel free to send a cleaning checklist from the landlord before your service appointment.


Maximum Hours  

Our flat-rate pricing structure includes a cap on the number of hours we can work for each job type. If we exceed that limit, an additional charge of $35 per hour will apply. This policy helps us manage jobs that may require extra effort or time due to their size. However, it’s uncommon for us to go over the allotted hours, and we will always inform customers beforehand if we anticipate needing more time. Please note that cleaning rates may vary based on the condition of your home. If you need any extra services, kindly request them in advance so we can allocate the necessary time and supplies. Additionally, if our teams are required to stay longer due to unreasonable requests, a fee of $35.00 per hour will be added to your invoice.


Arrival Window  

Our operating hours are from 8:00 a.m. to 8:00 p.m. Our teams typically arrive at their first appointment between 8:00 and 10:00 AM, and the last appointment is scheduled between 5:00 and 6:00 PM. While we strive to be punctual, we cannot guarantee an exact arrival time unless you are our first cleaning of the day. We kindly ask that you allow a 1-2 hour window for potential delays due to traffic or parking. With our online booking system, you can choose your preferred arrival window for the cleaner. We appreciate your understanding in allowing us flexibility in scheduling between 8:00 a.m. and 5:00 p.m. If you plan to be home for our arrival, please be available during the estimated time frame to let the cleaner(s) in. If no one is present or if we are turned away for any reason, a cancellation fee of $50.00 will apply (please refer to our Cancellation Policy). Please note that MintFresh Maids does not operate on major holidays. If your cleaning day coincides with a holiday, we will contact you to reschedule.


Recurring Cleaning Services  

For ongoing cleaning services, we kindly ask that clients inform MintFresh Maids at least two (2) weeks in advance if they wish to permanently cancel their service. If you need to reschedule your recurring cleanings after the first appointment, we will pause your services until we receive your approval to resume. We offer discounts for recurring cleanings based on how often you schedule them, but please note that not maintaining your booked frequency will result in the loss of both the discount and the recurring service. If you plan to be away from home for a while, we recommend scheduling your cleaning just before your departure, ensuring you can see our work before you leave.


Respect for Our Teams  

Our teams are authorized to leave any job if they experience harassment or disrespect in any form. In such cases, our office will be notified right away, the job will be abandoned, and the full service fee will be charged to the card on file. If needed, a police report may also be filed.

Cleaning Policies 

 

Stain and Mold Removal

While we strive to remove stains from grout and tile in bathrooms and kitchens, we cannot guarantee complete removal. If we discover mold in any part of your home, it poses a health risk, and we will inform you right away. For safety reasons, our team will refrain from cleaning any areas affected by mold.

Insects and Hazardous Waste
Insect infestations can hinder our ability to clean your home. If we encounter issues with ants, termites, roaches, fleas, bed bugs, or similar pests, we will pause cleaning until the situation is resolved. Please note that we do not clean up dead insects that have been treated with sprays. If you are not present during our service, we will leave a note or contact you about the issue. Should you request the removal of live or dead insects, a fee starting at $50.00 will be added to your bill. The same fee applies for the removal of animal waste. Our team is not permitted to handle hazardous materials.

Move-Out Cleaning
For our Move-Out cleaning services, we kindly request that all furniture and personal items be cleared from the area before we begin. If any trash is left behind, a minimum charge of $50.00, which could go up to $250.00 depending on the volume, will be added to your final invoice. We also ask that you avoid scheduling any moving activities during the cleaning, as this can disrupt our team’s efficiency. Additionally, if you would like us to clean around or beneath large appliances, please ensure they are moved beforehand, as our staff cannot lift heavy items or furniture due to liability concerns.

Standard Cleaning
Our standard cleaning package is the most basic option we offer and is designed for regular maintenance. We encourage you to check the cleaning checklist for our standard service before scheduling, to make sure it meets all your cleaning needs. If your home hasn’t been deep cleaned or professionally serviced in the last 30-45 days, we strongly suggest opting for our deep clean or heavy-duty deep clean packages. Additionally, if a standard clean is booked and we find that your home requires more than a typical standard clean on the day of service, we will reach out to discuss the condition of your home and recommend any necessary upgrades to ensure a thorough cleaning.

All Cleaning Services
We kindly request that customers prepare for our cleaning services by picking up clothing, personal items, and clearing any cluttered areas before we arrive. This helps our cleaners access surfaces more effectively for a better cleaning experience.

Solicitation of Staff
By choosing our services, you agree not to hire any cleaner introduced to you by MintFresh Maids for any home-related tasks. If you are found to have solicited one of our cleaners, please note that our referral fee is $3,500.