Customer Guidelines

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Thank you for choosing Mack Maids, LLC to Clean!

 

Below are the guidelines we ask our clients to abide by.

 

These guidelines have been put in place in order to provide a safe environment for our employees and set clear expectations with our clients so that we can continue to make your home sparkle for years to come!

 

Please review before your first cleaning and let us know if you have any questions!

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 How to prepare for your cleaning:

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We are thrilled to come clean for you and want to be able to leave your house or business  sparkling. In order for us to be able to provide the highest quality cleaning possible, we would just ask for you to do a couple things to prepare for our arrival. Please put away anything that would inhibit us from cleaning certain areas, such as loose papers, dog toys, children’s toys, etc.

 

Please make sure all dishes are put away so that we are able to thoroughly clean your kitchen. In addition, make sure vacuum is accessible and anything of a sensitive nature is put away.

 

Technology:

Mack Maids, LLC  utilizes technology to its fullest to provide an even smoother customer experience! You will receive an automated reminder email two days prior to service as well as a reminder text the day before. You may respond to the email, however the automated text messages are only one way. You do have the option to opt out of these. You will also receive a follow up survey after each cleaning in your email.

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Credit Cards are stored in our secure database and charged the day of your cleaning. 

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Our cleaning techs clock in and out from our scheduling app on their phones and GPS coordinates are registered at time of input. This is to make sure they have arrived and left safely.

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Working in the home:

The cleaning techs need to be able to work without distractions. Every effort is made for the cleaners to work safely, but we cannot assume liability for the safety of others while cleaning your home. This includes children and pets. In the event the cleaners are not able to work without distractions that affect their ability to work in their normal speed, Two Sisters Maid to Clean reserves the right to charge for their extra time spent in the client’s home.

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If for any reason a cleaning tech of Two Mack Maids, LLC  to Clean feels that their personal safety is in danger enough to leave the job site due to actions by the client, client’s guests or animals, the client will be liable for the full cost of the service.

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BIO-HAZARD:

Our cleaning technicians’ safety and health is of the utmost importance to us, so we ask for you to let us know if there are any potential bio-hazard situations. These can include mold, rodent or bug infestations of any kind, or human or pet urination or feces. If a bio-hazard situation is evident, our technicians will not be able to service your home and you will be charged the full rate of cleaning. Follow-up service cannot be performed until documentation is presented showing the situation has been resolved.

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 Safety:

Our number one concern is for the safety of our clients and our cleaning technicians. Mack Maids, LLC is insured and bonded and cannot perform any cleaning higher than a three step ladder. Any heavy or large furniture must be moved away from the walls in order to clean behind them. Our cleaning techs will not move furniture, in order to prevent damage and remain safe.

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Time of service:

It is very difficult to commit to an exact arrival time (apart from first thing in the morning) because of our ever changing schedule and the fact that we don’t finish cleaning each home at an exact time. We service homes between the hours of 8:00 a.m. and 5:00 p.m. and will strive to be at your home within a one hour window of the estimated given to you.

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Entry to your home:

We offer 3 entry options to choose from:

1. The client may opt to be home to allow access to their home the day of the service.Please prepare for your cleaner to arrive. If no one is home or our cleaners are turned away for any reason you will be charged half the service price for that day.

2. The client provides a key, garage door opener or code to gain access to the home.Keys will be placed in a secure safe at the Mack Maids, LLC to Clean office. The cleaner or team will be issued a key the day of your scheduled service to gain access to the home. The key will be signed out by the cleaner or team and signed in after each scheduled service and placed back in the safe. The keys are not marked with any of your personal information in case they are lost. In the event the code given is not correct and cleaners cannot gain access to the home the client is responsible for the lock out and a cancellation fee will be charged.

3. The client can purchase a lock box to place a key inside and provide Mack Maids, LLC to Clean with the pass code.In the event if for any reason the key is not in the lock box or the code does not work when the cleaners arrive to clean the home; the client is responsible for the lock out and a cancellation fee will be charged.

4. NOTE: 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 cleaners to gain entry into the home, Mack Maids, LLC to Clean will not be held liable for any damages or theft to the client’s home.

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Home alarm systems:

Mack Maids, LLC  will not be liable for any false alarm charges due to code changes not brought to their attention before servicing the home.

 

Schedule changes, cancellation of service:

In the event that you reschedule, skip, add or cancel your service, we ask that you give a (48) hour notice. Cancellations made less than 24 hours will result in a charge of 50% of cleaning service. All cancellations must be made through our office by calling or texting 803-468-9915.

 

Payment:

Mack Maids, LLC to Clean has a “no pay/no clean” policy. Payment is due in full the day of the service. The cleaning technicians do not handle any form of payment. Mack Maids, LLC to Clean requires all payments made via Credit Card Stored in our Secure Database.

Tipping the cleaning techs is never required but always appreciated. Thank you in advance if you choose to do so.

 

Price increases:

Clients are given advance notice of any price increases.  Mack Maids, LLC to Clean reserves the right to raise prices at anytime.

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Quality Control:

Mack Maids, LLC to Clean needs your feedback! You will receive a quick, one question survey after each cleaning asking you to rate our service. These surveys are very valuable to us and give us a way to address any training opportunities as well as recognize our rockstar employees based on client feedback. Please expect random quality checks to happen on your home by a quality control manager to make sure you are receiving consistently fantastic service! All quality checks take place during the final phase of cleaning.

 

Pets: 

We love our clients’ pets! But for their own safety and the safety of our cleaning techs, please put your large or skittish pets in a secure area of the home or garage.  Our cleaning technicians cannot clean animal feces of any kind in order to prevent cross contamination.

 

Breakage:

It can happen when you least expect it! Mack Maids, LLC to Clean can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, etc.

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Curio cabinets, figurines, glassware and items of extreme value or sentimental value should be cleaned by the client. If an item is broken by one of our cleaning techs, Mack Maids, LLC to Clean will pay up to $100 per item or replacement cost when value is verifiable. The client needs to save broken item for Mack Maids, LLC to Clean to inspect.

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Damage:

Client should point out any damage to surfaces during walkthrough and before service begins.

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Mack Maids, LLC to Clean is sometimes called in to correct damage that was already there or that another cleaning company was responsible for.  In this case we may require that the client sign off on a pre-existing surface damage waiver.

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In areas of the home with extreme clutter Mack Maids, LLC reserves the right to skip those areas in order to avoid damaging items or injuring the cleaning techs.

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Surfaces such as hardwood floors and natural stone should be in good condition and ready to clean without causing harm to the surfaces when using a neutral pH cleaner.

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If you would like us to use your products instead, please understand Mack Maids, LLC to Clean will not be held liable for any damage caused by your products. To prevent damage and for the safety of our cleaning techs bleach will not be used even if requested.

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Non-Solicitation of employees:

When a client enters into an agreement for services with Mack Maids, LLC to Clean the client understands that they will pay a [$2,500] training fee toMack Maids, LLC to Clean if they engage in a working relationship directly with any employee of Two Sisters Maid to Clean during the course of service other than through Mack Maids, LLC.

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Our guarantee:

We want you to be absolutely delighted with the cleaning service!  Report any concerns to our office at 803-468-9915 or to info@mackmaids.biz within 24 hours after the service. We will return and re-clean the area(s) of concern at no cost to you.Note, cancellations less than 24 hours will result in a 1/2 of cleaning service cancellation fee.