Terms and Conditions

Sweet Home Maids also referred to onwards as “Company” or “we”, “us” reserves the right to make amendments to these terms and conditions for our cleaning service in Sacramento or outside Sacramento without giving prior notice. By requesting service from Sweet Home Maids, the client accepts these terms and conditions below, and agrees to abide by them. Please carefully read these terms and conditions.

By requesting service with Sweet Home Maids, the client accepts these terms and conditions below, and agrees to abide by them. Terms apply to all visitors, users, and others who access or use the Service. By accessing or using the Service, you agree to be bound by these Terms. If you disagree with any part of the terms, you may not access the Service.

No customer shall book a service with Sweet Home Maids without fully disclosing their knowledge of Covid symptoms. As a customer of Sweet Home Maids, it is your responsibility to make our company aware if you experience any symptoms of, or relating to Covid. Sweet Home Maids reserves the right to discontinue any service on the grounds of health and safety.

Services: We recommend moving any expensive, fragile, or precious possessions to a safe place that wont be cleaned, like a spare room or inside of a curio or china cabinet (we do not clean inside curio or china cabinets).

We do not use two step ladders/ladders to clean heights. Instead, we use telescopic tools to reach high areas.

We do not clean in the presence of insects, remove human or animal waste, or remove black mold, or clean/remove any biohazards. We reserve the right to skip any areas that cannot be properly cleaned due to biohazards or clutter.

We do not specialize in grout cleaning or wall cleaning, tile cleaning or renovation, and do not offer wet wiping of light bulbs, upholstery cleaning, deep cleaning or resurfacing/refinishing/ or waxing of floors, move furniture, or dispose of trash on a large scale. We do not specialize any type of specialist outside of general house cleaning. Therefore, Sweet Home Maids will not accept tasks outside our scope of work. Customers requiring such tasks must call a specialist.

We reserve the right to refuse service if a house requires cleaning beyond the scope of work we can provide or if we feel unsafe for any reason. We will assess the home upon arrival and will contact you as soon as possible if there are any issues.

There is a 1-2 hour window of arrival for appointments. When feasible, we will send a message that we are on the way, and will notify the customer if the arrival time needs to be adjusted. Though we try our best to arrive at the start of the arrival window, arrival times cannot be guaranteed due to factors such as, but not limited to navigation, traffic on any given day, parking, and bringing in supplies and equipment.

Please ensure we’ve been provided with details on how to access your home if you will not be home.

KEYS: Sweet Home Maids does not accept possession of your house key and does not accept responsibility for retrieving or tracking any key given to any contractor (s) working on behalf of Sweet Home Maids. Please provide lock box code or instructions for home entry on your appointment.

SECURITY ALARMS: If your home is equipped with a security system, please insure that it is in the “OFF” position or inform our office of the codes and input sequence before your scheduled cleaning. Please be sure to notify our office if this code changes. Neither Sweet Home Maids nor its cleaners are responsible for pets that “escape” when our maids are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance so the cleaners can be on alert when they open doors, and close doors as soon as they enter and exit your home without leaving the door open for long periods.

If there are problems with water or electricity supplies, or problems working around other contractors and /or service providers, as well as interference from any party, the client will still be held liable for up to 50% of the cost of the agreed service.

Labor Hour

A labor hour is defined as one hour of labor performed by one cleaning professional (see above). Example: 4 LABOR HOURS. If the fee is $45 per labor hour, and a team of 2 completes the job in two hours, that would be $180 total. The same is if a single cleaner completes the job in 4 hours, the fee is still $180. In both examples, 4 labor hours were expended. Having 2 cleaners or 1 cleaner DOES NOT affect the final price, only the time occupying your home.

There is a 3 labor hour minimum for any job, except a 2 hour minimum for weekly/biweekly service. Billable time may include loading and unloading supplies & equipment from a vehicle. If you have any questions regarding labor hours or billing procedures please call the office prior to your scheduled cleaning.

Time limit for your cleaning

A time limit is defined as the maximum amount of time pre-approved for cleaners to work. Because we quote one-time jobs sight unseen your job could take more than the estimated maximum approved time budgeted for your job. Please note that cleaners will not go over your time limit without your approval, so keep your phone on you! If we try to call for an extension, due to condition or other circumstances and are unable to reach you the cleaners will have to stop at the max budgeted time, even if the job is not finished in order to respect your price limit. If the condition of the home requires more extensive cleaning than what average cleaning standards require, we may propose a new flat fee or convert your job to an hourly rate in order to perform the service without exceeding your approved rate.

If you request less time than the recommended estimate

The estimates we provide are based on average industry times for your sq ft or rooms. If you opt for less cleaning time than what we recommend, by booking hourly service instead of the flat fee, the cleaners may not be able to get to everything. They will work off your list of priorities and get as far down the list as possible.

Depending on the specific size and condition of the rooms in the house, the appointment may take longer than expected, in which the company will need to charge you accordingly. If this happens we will contact you to inform you of any extra charges. We will never increase your rate before getting your approval.

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.

It’s assumed all surfaces including but not limited to granite, wood, and marble, are properly sealed at the time of cleaning and not easily damaged by common cleaning products. Our teams will arrive with their own tools and supplies. Please let us know and set out any special cleaning products you would like for us to use. We recommend providing use of your vacuum while in your home to reduce the risk of spreading allergens, and depending on the condition of a customers’s home, Sweet Home Maids may require the customer to make a vacuum available, to ensure the health and safety of other customers, as well as our teams.

Should you at any time require a change or modification of the cleaning detail or instructions, or wish to change the cleaning schedule of frequency, a call to our office is the surest way of accomplishing this. The cleaning team is instructed to follow the instructions as they appear on their personalized work order and that is a reflection of the information agreed to. Additional requests/work given to the team at the time of cleaning that was not agreed upon by our office during the booking cannot be honored. All additional tasks must be added to your cleaning plan during booking your appointment, or by contacting our office.

LATE CANCELLATION/LATE RESCHEDULING FEE: Because we reserve a time especially for you, any rescheduling or cancellation requests must be submitted before 5 p.m. the day before the service; otherwise, you will be charged a $79 late cancellation fee.

If we arrive and cannot gain access to your home on the day of the appointment or there are problems with the access to the home, water or electricity supplies, or problems working around other contractors and /or service providers, as well as interference from any party, the client will still be held liable for the cost of the agreed service.

We will attempt to text, call, and email you, but will leave and cancel the booking if we are unable to reach you.

Telling the cleaners while they are at your home is not considered notification.

If it is necessary for you to reschedule, cancel or skip your regular cleaning day, we appreciate at least a 2 day notice. All notifications must be made by calling, emailing, or texting our office.

Our teams daily pay is based on homes scheduled. When you skip on short notice or lock out the team, you would have prevented Sweet Home Maids from servicing other clients during that time block.

Payments: Payment is due at the time of booking. An automatic pre-authorization hold in the amount of service will be placed on your card 2-3 days PRIOR to your scheduled cleaning service. The hold is not a charge and if service is moved or cancelled for any reason, this hold will drop off within two (2) to five (5) days. Charges for service are manually charged the day of the appointment and a receipt will be sent by email. All holds and charges will be charged to the card number on file unless we are notified of desired changes at least 24 hours before your scheduled appointment.

Acceptable Payments: Credit cards (Mastercard, Visa, American Express, Discover). Cash payments are not accepted by Sweet Home Maids. No booking date shall be held for a customer without a credit card detail in our system. It is your responsibility to pay for services provided by or fees owed to Sweet Home Maids, and failure to do so may result in legal action.

TIPS: Tips are not required but greatly appreciated. A recommended tip is 10-15% of your total cleaning fee. Tips can be left as cash for the cleaning team or we can add them to your credit card payment. We pay our team members one hundred percent of what you tip them.

BEHIND APPLIANCES CLEANING: Behind appliances such as ovens, fridges, washers, dryers, etc. cannot be cleaned if the appliances are not moved prior to our cleaners arriving at your home. Behind appliances will not be cleaned on a standard or deep clean. These are only applicable to move-out cleanings.

During deep cleanings, if a customer requires behind furniture cleaning, the furniture must be moved prior to our cleaners’ arrival.

Inside Ovens, Refrigerators, Cabinets, etc. Customers requesting inside oven, inside fridge, or inside cabinet cleaning are required to have such places empty before our cleaners arrive.

Our move-in/move-out cleaning requires that the customer’s home be empty before the cleaning service begins.

EXTRA WORK: Please call us in advance for special requests (i.e. after construction, refrigerator cleaning, garage, extra rooms, or any extras as listed on our website) so we can schedule the time needed to complete these tasks. We will provide an over the phone estimate, however, we reserve the right to adjust the quote after the job is completed. A customer may request additional work for their homes provided the customer contacts Sweet Home Maids by phone/email prior to the service time to make the adjustments.

Sweet Home Maids may re-evaluate service rates based on the time required to perform our services to meet the client’s needs, Sweet Home Maids standards and the client’s satisfaction. Clients are required to disclose the true state of the home required for cleaning. Clients/Customers will be contacted if there are large discrepancies prior to the service being offered. Sweet Home Maids reserves the right to adjust customer’s prices if the true state of the home or home size is not disclosed prior to booking a service. Sweet Home Maids also reserves the right to adjust its prices as shown on the website before or after a customer has booked a service. All price changes do not affect previously booked services. Sweet Home Maids constantly reviews its prices to ensure prices are in line with what the market’s current rates.

CLUTTER: The cleaning will be far more satisfactory if the team does not have a great deal of clutter with which to contend. Desks that have a large amount of paperwork for instance may not be cleaned. Sweet Home Maids cleaners may try to organize cluttered workspaces to the best of their abilities to ensure that the cleaning is done satisfactorily.

ACCIDENTS & THEFT: The client is responsible for securing – cash, jewelry and any other items of value. If you have valuables or heirlooms, etc., it would be helpful if they would be put away to avoid accidents. Regrettably and although not common, from time to time, something may be broken. Our teams are instructed to call our office at once if ANYTHING is broken, and to leave you a note advising you of the accident.

In the event any damage or perceived damage is noticed after the cleaning professionals have left, the client must notify Sweet Home Maids within 24 hours of any problem that may have occurred at the address during that day and time of the scheduled cleaning. 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. In order to limit snags or fraying, we will try our best not to go near the bad areas of carpeting/rugs.

• Broken Blinds – Clients 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 $200 – 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 client’s responsibility to inform, in writing, 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 email or mail of the preferred product(s) you will provide us with.

We reserve the option to repair or replace the item, if it was caused by our team, you must report this incident within 24 hrs of service. client must be present at the end of the cleaning. And must inspect the home before the cleaners’ departure. Any damages should be brought to our attention right away. Once the cleaners leave. The cleaner is no longer liable for any damages that may occur where we cannot verify the source of the damage. Repair or replacement costs are capped at $200.

We cannot be responsible for wall hangings attached with anything other than “real” picture hooks. No straight pins, thread, etc. Sweet Home Maids & its cleaners will make every effort to ensure when dusting hanging frames that they do not get damaged. Customers are responsible for the use of proper hanging techniques for their home decor.

If a client suspects theft or actual theft has taken place, it is the client’s responsibility to report the incident to Sweet Home Maids office. The client will lay a charge of theft, if actual theft has taken place and follow through to the point of actual prosecution. Sweet Home Maids is indemnified against any claim.

Final Walk-through

For one time cleanings, we recommend that you meet the cleaners in the home at the end of the cleaning to do a final walk through. In this walkthrough, you can make sure that everything has been completed to your liking, and if additional time is needed then you can give that permission at that time. If you cannot do a final walk through, cleaners may not have the opportunity to adjust or correct items of concern in a timely manner which is not ideal for time-sensitive cleanings (cleaning before a party, cleaning before a landlord’s final walk thru, etc.). For hourly service, job fees are calculated based on cleaning time expended; therefore we have a no refund policy. If you find that more cleaning is needed, we can easily schedule more cleaning time

Refunds: In case you are not happy with your service, we must be informed within 24 hours after the booking start time. Our services are personalized to each customer, therefore, Sweet Home Maids does not offer refunds. We must be given the opportunity to re-clean the missed areas. Customers must list, with pictures, areas of the home that were missed during the initial cleaning. Any areas not listed within 24 hours of the initial cleaning will not be honored in the re-clean. Also, customers may not add a new service to the re-clean without reaching our minimum new service requirement. Our free re-cleans will take place within a five (5) day window from your date of service. For minor issues, we may offer you a discount proportionate to the areas missed.

we have a no refund policy. If you find that more cleaning is needed, we can easily schedule more cleaning time.

Please note that if you are not satisfied with your cleaning, the first step is to request a revisit with your cleaning professional to allow them the opportunity to learn and address your concerns. We take great pride in our work and client satisfaction.

After your appointment, we will check in with you by text to make sure you are pleased with the results. If you are a recurring customer, we will periodically check in with you to make sure you are satisfied with the service however, you are always welcome to communicate any issues to us via call, text, or email.

Our teams have signed a Non-Compete agreement with Sweet Home Maids. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with Sweet Home Maids or for 2 years following termination of contract, without written approval from Sweet Home Maids. You agree not to hire past or present teams of Sweet Home Maids for a period of not less than 2 years from the date the team member last worked for Sweet Home Maids, or a placement fee of 20% of the team member’s annual take home pay is due immediately upon employment of the past/present team member, regardless of whether the employment is regular or on a contract basis.

We reserve the right, at our sole discretion, to refuse or cancel any order for services for any reason. This includes all future services and re-cleans.

PERSONAL INFORMATION: Calls made to Sweet Home Maids may be recorded for quality and training purposes. Sweet Home Maids will never share your information or call information with third-party companies or services without prior consent or unless required by provincial or federal law.

GENERAL:You agree to defend, indemnify and hold harmless Sweet Home 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 Sweet Home Maids representatives; (ii) any alleged or actual loss or damage to property (including your residence), resulting from the performance of the Sweet Home Maids cleaning professionals.

No joint venture, partnership, employment, or agency relationship exists between you, the Company or any third party provider as a result of this Agreement or use of the Service or Software. If any provision of the Agreement is held to be invalid or unenforceable, such provision shall be struck and the remaining provisions shall be enforced to the fullest extent under law. The failure of the Company to enforce any right or provision in this Agreement shall not constitute a waiver of such right or provision unless acknowledged and agreed to by the Company in writing. This Agreement comprises the entire agreement between you and the Company and supersedes all prior or contemporaneous negotiations, discussions or agreements, whether written or oral, between you and the Company regarding the subject matter contained herein.

OTHER PARTIES: You accept that, as a corporation or sole proprietorship, the Company has an interest in limiting the personal liability of itself, the owner/owners, the officers, employees, or Contractors. You agree that you will not bring any claim personally against the Company’s owner/owners, officers or employees in respect of any losses you suffer in connection with the Service or Software. Without prejudice to the foregoing, you agree that the limitations of warranties and liability set out in this Agreement will protect the Company’s officers, employees, agents, subsidiaries, successors, assigns and sub-contractors as well as the Company.

By using the Software or the Service, you agree that: You will only use the Service or Software for lawful purposes; you will not use the Service for sending or storing any unlawful material or for fraudulent purposes. You will not use the Service or Software to cause nuisance, annoyance or inconvenience. You will not impair the proper operation of the network. You will not try to harm the Service or Software in any way whatsoever. You will not copy, or distribute the Site or other content without written permission from the Company. You will only use the Site for your own use and will not resell it to a third party. You will keep secure and confidential your account password or any identification provided to you which allows access to the Site. You will provide us with whatever proof of identity the Company may reasonably request. You will only use an access point or data account which you are authorized to use.

TERMINATION: The Company reserves the right to (i) modify or discontinue, temporarily or permanently, the Service (or any part thereof) and (ii) refuse any and all current and future use of the Service, suspend or terminate your account (any part thereof) or use of the Service, for any reason, including if the Company believes that you have violated this Agreement. The Company shall not be liable to you or any third party for any modification, suspension or discontinuation of the Service. The Company will use good faith efforts to contact you to warn you prior to suspension or termination of your account by the Company.

By visiting this website and by booking a service with us either online or over the phone, you hereby agree to the terms & conditions set forth therein.