Terms of Service
Terms of Service
These terms of service are designed to help our clients understand the service they are purchasing. These terms clarify and describe our guarantee, exclusions, cancellations and potential problems we strive to avoid if at all possible. With your help, these issues can be averted to ensure a successful service to you in your home. These Terms of Service define the responsibilities and liabilities of Bee Maids and our customers. Remember, we do NOT have a contract that commits you to a minimum number of cleanings! We work to earn your continuing business with each and every cleaning. By scheduling a one-time or recurring service with Bee Maids, you are agreeing to accept the following terms and conditions:
General Limits, Conditions and Liability
100% Satisfaction Guarantee
We understand that we won’t make everyone happy but due to the unique nature of cleaning service we are unable to offer refunds. Instead, we offer a 24-hour, 100% Satisfaction Guarantee.
If you are not happy with any area we have cleaned, simply call the office within 24 hours and we will come back and re-clean it free of charge.
Our cleaning techs must be allowed to come back into the home within a 7 day window to clean those areas. If we clean your home on Friday, just email us within 24 hours and we will get in touch with you on Monday to fix it.
We cannot return to re-clean if we are not notified within 24 hours of the cleaning. Because of the subjective nature of cleaning, refunds are not available.
We Need your Feedback
Getting customer feedback is a key ingredient to a successful maid service relationship. It is essential to answer our online survey to provide feedback on your cleaning experience. The survey is fast and simple, it takes less than 30 seconds of your time. This feedback helps us know your personal preferences and monitor the performance of your service and deliver the highest quality cleaning experience in the industry. Feedback after each cleaning allows us to address any concerns before they become a larger issue.
Insurance, General Liability and Bonding
Bee Maids is a locally-owned and operated business. Our employees are fully bonded and insured. We pay all federal, state, Social Security and Medicare payroll taxes.
We carry a $1,000,000 liability insurance policy and a $10,000 fidelity bond for your security and peace of mind.
Bee Maids is not responsible for any charges from a local police department which is called out due to an activated alarm which we are not able to turn off.
Pets “Escaping” from Home
We love pets, however, we cannot be responsible for pets that “escape” when our house cleaning techs are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the house cleaning techs can be on the alert when they open doors. Our house cleaning techs are trained to close doors as soon as t hey enter and exit your home and will not leave doors open for long periods. We do not assume liability for the health and safety of your pets. We do not assume liability for health and safety of your pets. While we are very mindful and careful about your pets, you are in the best position to ensure their safety and wellbeing.
We reserve the right to cancel any service, for any reason.
Cleaning-Day Home Preparation
Your price for cleaning is based on the house cleaning techs focusing all of their time and energy on cleaning, not routine housekeeping. We ask that you take a few minutes the night before a scheduled service to “pick up.” This will allow the house cleaning techs easy access to the areas/surfaces to be cleaned: floors, countertops, table tops, etc. and removing dirty dishes from kitchen sinks. If you’d like our house cleaning techs to do these tasks for you, please call the Office (in advance) so your cleaning fee can be adjusted for the additional “cleaning preparation” time.
There may be an occasion where our house cleaning techs need more time to complete the specific cleaning program you purchased. A few examples include: Excessive dirt/dust/stains from remodeling/construction, post-party cleanup, etc.
The condition of your home is different than what was represented when we provided the quote. If a particular cleaning requires significantly more time than allotted to finish due to the situations above, we will attempt to contact the customer by phone before we start the job.
If we cannot reach you and you have not pre-approved additional time, we will only stay the amount of time you paid for, and quality will be compromised. We will never charge you more for your cleaning without your permission. If additional time is repeatedly needed, we would need to discuss a change in your regular fee.
Extra Cleaning Tasks
The quote, provides you a specific, comprehensive list of the cleaning tasks the house cleaning techs will conduct at your home. The cleaning price is based on this list/time, plus any extra requests discussed at the time of the estimate. In the quote, we typically allow up to 3 deviations from the list of tasks, if they are not overly time consuming. Please do not leave notes or give “extra” instructions to house cleaning techs. If you need extra services, please contact the office prior to your appointment to discuss your needs and pricing.
Cleaning Supplies and Equipment
Our house cleaning techs bring the tools and products needed to thoroughly clean your home. If you prefer to supply your own cleaning products and/or equipment, we are happy to use them. However, Bee Maids will not accept liability for damages caused by your supplies. If you want us to use your vacuum, Bee Maids will not assume or accept any liability for damage to the unit. (Since we are not responsible for maintenance or training with the unit, we will not be responsible for any repairs to it).
Our house cleaning techs take pride in dusting your home. Our tools and techniques allow us to remove most of your home’s dust in a reasonable amount of time and effort. Settling Dust: During the dusting process, some dust becomes airborne and will not settle until we have left. This is more common in first time cleanings, and it may take several visits before settling dust becomes minimized. Dusting Knick -Knacks, Collectables, Stand-up Picture Frames, and other small items: We dust small items based on the size and the number of items on a shelf or flat surface like a mantle. If there are 10 or fewer small items on a shelf we will hand dust them and the surface below and return the item to the shelf/flat surface. If there are more than 10 items per shelf/flat surface we may dust the items where they sit and the surface around them. Dusting height limits: We are not able to dust items on shelves or hung on a wall that are higher than a cleaner can reach standing on a 3 step stepladder. We do use extension poles to high dust rooms but we will not high dust items that may tip over or hung on the wall because we are not able to hold it with one hand in order to secure it while we dust.
Showers and Tubs
Showers and Tubs can accumulate lime, calcium and soap scum. Our cleaning solutions work very well on cutting through these deposits, however, sometimes it may take several visits before showers and tubs become free of these deposits.
Mold and mildew are organic and will grow deep into and behind grout or calk. Surface stains will be minimized by our cleaning products, but completely eliminating it may require the homeowner to have their shower re-grouted or re-caulked.
The only household product we have found to get rid of showers/tubs of black mold is bleach. We understand that very high VOCs can be harmful to lungs, therefore we will not use bleach. We are very responsible in regards to our employees’ well-being. If you still want to use bleach, our recommendation is to apply it before you are ready to leave your home for work. This will eliminate the mold and you will not be harmed by the fumes.
Damage or breakage
From time to time small items will be knocked off a shelf when dusting, etc… We will provide a credit for future services for incidental damages up to $400. Above that, you will need to file a claim with your homeowners’ insurance for damages caused by the routine nature of the cleaning. Damages due to negligence or malpractice on our part will be handled by our insurance provider. In addition, we will only use Bee Maids-approved products for cleaning your home. If you ask that we use your product, you assume all liability responsibility for any damage to your home caused by your products.
We are not liable for damage that is caused by “normal wear and tear”, improper installation of an item(s), or artwork, collectibles or family heirlooms valued over $400 and that is not disclosed when booking our services.
If any damage or perceived damage is noticed after the cleaning technicians have left, the customer must notify Bee Maids within 48 hours of any problem that may have occurred at the address during that day and time of the scheduled cleaning. We will do our best to resolve the problem and come up with a reasonable solution.
These items include but are not limited to the following examples:
• Carpet & Rug Snags – Carpet snags are the result of exposed loops caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller brush. We use Pro Team professional vacuums that are set to industry standards (which cannot be adjusted). In order to limit snags or fraying, we will try our best not to go near the bad areas of carpeting/rugs.
• Broken Blinds – Customers should be aware that there are some inherent risks each time your blinds are cleaned. Blinds will become brittle from daily exposure to the sun and aging, and strings/chords will weaken over time resulting in breaks.
• Improperly hung pictures/decorations/mirrors – If these items are securely/properly attached to the wall, they should not fall when the item is dusted/wiped.
• Artwork, Collectibles or Family Heirlooms valued over $400 – These items are expensive and/or impossible to replace. In that case, we do not assume the risk of cleaning such items. It is the customer’s responsibility to inform, in writing in the service agreement, of any item(s) that fall into this category.
• Woodwork, Vintage/Antique Wood Furniture, un-finished & Furniture with Special Instructions – Please let us know during your booking if your woodwork, wooden furniture or vintage wooden furniture is not sealed or is made of another material other than actual wood. Please discuss your furniture care needs with specifications as per item if they need special attention in anyway. If you would like to supply your own cleaning product(s) for your specific piece(s) of furniture, leather furniture, pianos, etc., please notify us via, service agreement, email or mail of the preferred product(s) you will provide us with.
While we make every effort not to break items, they do occasionally happen. Identical replacement is always attempted, but not guaranteed. For this specific reason, we request all irreplaceable items (whether monetary or sentimental) be stored and/or not cleaned by our staff.
Our staff will provide the office with a damage report if any damage does take place and our office will follow-up with the client by phone. We will work with you to determine a mutually agreeable resolution. Please note that we will not accept liability for alleged breakage for which we do not have a damage report, unless it is reported by the homeowner within 48 hours of our service call, hence Bee Maids must be notified within 48 hours of service. If unreported damage is discovered. Documentation proving fault would be required for any breakage claims made by the homeowner outside of that time frame.
If our staff feels that an item may get damaged or fall while cleaning, we may refrain from cleaning it and we will contact the customer will be contacted to let them know the reasons of our decision.
We need electricity and water! If your utilities are turned off, we will gladly reschedule to when they are back on. Lock out fees will apply in case we arrive at your home and there is no water or electricity to perform the job.
Move in/out cleanings
Homes must be empty, cleaning techs will not move, clean or take out any items (boxes, furniture, debris) left in the house.
We have 3-step ladders which is sufficient to reach most 1st floor windows, ceiling fans, and upper shelves. We do not climb higher than that for liability reasons.
Again, for liability and health reasons, we do not move furniture, refrigerators, stoves or washers/dryers to clean under and behind them, even if they are on wheels. We can clean around them and underneath, to the extent reachable.
If the home is in bad shape – broken glass, mountains of clutter, or “hoarder’s living space” – we can most likely bring it to a livable/ habitable standard. However, the end result will not be comparable with the level of cleanliness we can achieve on a standard home. Because of that, we will discuss this issue before starting the job and upon arrival onsite. We will photograph before and after for potential sharing and strategizing within our company on how to best approach the cleaning. We will neither keep nor distribute the photos for any other reason.
Also, cleaning technicians have the choice to leave upon arrival if the home is in extreme hoarding condition or they feel unsafe/threatened. This is cleaning up after a large party, the cleaners may refuse service on the spot and you will be charged the maximum cancellation fee.
If the pricing we provided you underestimates the price of your cleaning because the condition of your home is much worse than predicted or because you did not provided us the accurate information into our online service agreement, we will first inform you by call and email. We do have permission to adjust the price, charge the cleaning hourly, or refuse the service. Client agrees to pay a $50 charge for technician’s travel cost if they decide to decline services.
Payment for Services
Payment is due at the time our services are delivered, hence a credit card must be on file all the time in order to schedule services. Bee Maids reserves the right to place the card on hold the day before your service. Declined credit cards (insufficient funds, closed account, etc.) will be charged a $50 late fee in addition to outstanding dues if no payment is received within 10 days. Accounts past 90 days will be sent to our attorney’s office, and you agree to pay all subsequent fees charged by the attorney for collection services on the outstanding bill. Refunds. Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. If you are not happy, we will come back and re -clean any areas free of charge according to our 100% Satisfaction Guarantee described above.
Scheduled “Arrival Time” for Cleanings
Due to the time consuming, unpredictable nature of cleaning, Bee Maids cannot guarantee an exact time of arrival. Unforeseen circumstances such as traffic jams, weather, the cleaning team needing extra time to finish cleaning a previous home or last minute cancellations may affect our arrival times.
This is why we offer you 2 blocks of time to choose from. Morning from 8:00 am to 12:00 pm and afternoon from 12:00 pm to 4:00 pm. Our cleaning techs will send a complimentary text message usually 30 minutes before their arrival, so you know they are on their way. Bee Maids reserves the right to arrive earlier or later due to the circumstances mentioned above.
However, we will call you to let you know about any last minute changes. If we must wait to gain access to the home or wait until we can begin cleaning, you will be charged the regular rate for that time.
Cancellation and Skip Fee
In the event that you cancel or skip a scheduled cleaning you will be assessed a $20 skip fee. If you cancel service with less than a full business day’s notice or day of service, you will be charged a $20 skip fee plus $50 fee for recurring and $100 for one-time cleans (deep or move in/out)
Please note, lockouts occur when we arrive at your home but are unable to enter due to doors being locked, key not available or other issues such as no running water or power. Lock-outs can be prevented if a customer provides us with access to their home using a garage door code, key, lockbox or other methods. Also by making sure the house has running water and power to perform the job. Bee Maids is bonded and insured against any problems associated with giving us access to your home. Lockouts will be assessed a non-refundable $50 fee for recurring service and deep cleans or $100 Move outs.
You can cancel your cleaning services at any time, however, If you decide to start with a regular service, we’re okay with that. However, our first job rate will still be a little higher to offset the cost of any extra time needed to clean the property. If you decide to cancel your service before the 5th visit there is a $90 charge. cancellation fees don’t apply after your fifth visit.
Rescheduling your Cleaning
Rescheduling your cleaning can result in the cost of your service being Less Than, More Than or the Same As your last cleaning. Time will be considered for vacation when the home is not occupied.
● Example 1: Bi-Weekly customer “skips” a cleaning, creates a four-week interval between visits and the applicable (higher) Monthly rate will apply to the next cleaning.
● Example 2: Bi-Weekly customer “skips” a cleaning, creating a three-week interval between visits and an hourly rate will apply to the next cleaning.
● Example 3: Bi-Weekly customer who requests an additional cleaning in between scheduled visits would be charged the applicable (lower) “Weekly” rate for the next 2 cleanings as there will be a one-week interval between both cleanings.
● Example 4: Monthly customer requests more than 4 weeks between cleanings. The next visit will be charged as a one-time (any cleaning after 4 weeks is considered a one-time clean) , and then the recurring service price will resume with a new 4 week interval.
The safety of our crew comes first in the event of inclement weather. If we experience unsafe weather and your house will be hard to reach, please notify us as soon as possible so we can reschedule. During an inclement weather situation, we may opt for either a late start or a full cancellation of the day’s houses. In both situations it is likely that some clients may need to be rescheduled, and we will give priority to cleaning those whose homes are more easily reachable.
We are closed on New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, Black Friday and Christmas Day. If your normally scheduled cleaning falls on one of these holidays we will contact you in advance to reschedule you to another open date.
Providing Access to Your Home
Most customers provide us with a spare key. This ensures our team’s access on cleaning day and helps prevent “lock-outs”. Keys are numbered and kept in our key -safe. Keys are never labeled with any identifying information such as client name or address. Management checks out/in keys each day. Gate, garage and alarm codes are handled in the same discreet manner as keys and are not recorded in the client’s profile. Bee Maids is not responsible for any charges from local police departments called out due to an activated alarm that we are not able to turn off. Some customers choose to leave a door unlocked or to hide a key for the maids on cleaning day. We do not recommend this practice but if preferred we will make notes in the customer profile as to the instructions for entry into the house. In the event the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the house cleaning technicians to gain entry into the home, the client will not hold Bee Maids liable for any damages or theft to the home because Bee Maids cannot control who has access to the home. If you decide not to issue us a key or an access code you have the option to accept one of our realtor-type lockboxes for you to leave it on your door, so the cleaning crew can access your home. (There is a $20 deposit charged on the first visit). If you forget to leave the door unlocked or leave the key out and our cleaning techs cannot enter your home, a $50 “lock -out fee” will be assessed to cover the cost of our employee’s time.
Quality Control and Inspections
Bee Maids randomly inspects and audits our cleaning teams. The inspector may inspect your home after a cleaning is completed and when the cleaning team has left, or during the final phase of cleaning or during the entire cleaning.
Safety and Work Conditions Temperature Settings
During summer months, many of our customers set their thermostats to higher temperatures during the day, while they are at work. On the day that your house cleaning techs arrive, we ask that you set the thermostat to a comfortable temperature, so your house cleaning techs can work in a safe environment without overheating. For safety reasons, if our cleaning team arrives at a home that is warm and the air conditioning is turned off or not reduced to safe levels, the team supervisor is instructed to adjust the thermostat while they are in your home. They will return the temperature to the previous setting before they leave. We still ask that you let the air conditioning run on the day of your service because it can take several hours to cool a home to safe levels. During the winter, we request that the home is between 60 and 72 degrees.
Pet Feces and Urine (Health and Safety)
We’re not a specialty cleaning company, hence we are not trained in hazardous material cleanup. Therefore, we do not clean up any body fluids. Our house cleaning techs cannot touch or pick up pet or human feces, including emptying litter -boxes and dog kennels, chemical spills, severe mold, pests infestations, or other items that require special procedures. If we see a problem, we will work around that area and leave you a note, send you an email or call you so that you can rectify the matter appropriately. Please keep in mind that we do not use bleach due to the high VOCs that can be inhaled. If urine stains on hardwood floors have soaked into wood, the discoloration (stain) may not come out and a flooring specialist should be contacted.
Due to the variable nature of viruses, the uncertainty of the underlying science and the lack of available research about the efficacy of cleaning technology, Bee Maids makes no representations or warranties except as expressly set forth in its website. the customer is purchasing a process and not any specific result. Based on presently-available information, the process is reasonably believed to be effective, but only until the work areas are reoccupied, at which point, they can become contaminated again and pose a life and safety hazard due to circumstances beyond Bee Maids’ control.
Bee Maids cannot and does not warrant or represent that every virus or microorganism will be removed, eradicated or rendered non-viable. complete removal is not realistic and is outside the scope of the work. Additionally, Bee Maids shall not be liable for microorganisms found in the property after a human has entered the work area after completion of the work.
When retaining Bee Maids, you agree not to solicit for hire any staff member introduced to you by Bee Maids for any home-related services. We spend a lot of time and resources finding, interviewing, checking references and backgrounds, and training our Cleaning Technicians. When hired, they sign an agreement barring them from performing any home related service for any of our past or present customers. However, if you do wish to employ a staff member directly please discuss this matter with the owners Maricela or Jorge Leiva. If you are found to have solicited one of our staff, please be advised that our referral/training fee is $5,000 per hired employee. We consider our employees our most valuable asset and charge accordingly.
You agree to defend, indemnify and hold harmless Bee Maids and its subsidiaries, agents, licensors, managers, and other affiliated companies, and their employees, owners, contractors, agents, officers and directors, from and against any and all claims, damages, obligations, losses, liabilities, costs or debt, and expenses (including but not limited to attorney’s fees) arising from: (i) your use of any cleaning services received by you and performed by Bee Maids’ representatives; (ii) any alleged or actual loss or damage to property (including your residence), resulting from the performance of the Bee Maids’ cleaning services.
To the maximum extent permitted by applicable law, Bee Maids does not warrant, endorse, guarantee, or assume responsibility for the cleaning services, including the cleaning services performed by Bee Maids’ representatives, or any losses or damages that may result therefrom. The service, including our cleanings, are provided to you on an “as is” and “as available” basis. use of the service is at your own risk. to the maximum extent permitted by applicable law, the service is provided without warranties of any kind, whether express or implied, including, but not limited to, implied warranties of merchantability, fitness for a particular purpose, workmanlike quality, or non-infringement. without limiting the foregoing, bee maids, its subsidiaries, and its licensors do not warrant that the service is accurate, reliable or correct; that the service will meet your requirements; or that the service will be available at any particular time or location, uninterrupted or secure.
Houston, TX 77084