Customer Guidelines

1. Our Team: For weekly or bi-weekly cleanings, the same team will be assigned to your home. For monthly or occasional services, well strive to keep the same team, though substitutes may be necessary due to emergencies, vacations, or other circumstances. We appreciate your understanding. Our Star Maids employees are bonded, insured, and receive thorough training every other month to ensure they meet the highest cleaning standards—yours. Please note that Star Maids does not clean carpets, mold, fire, or water damage.

2. Refundable $40 Lockbox Setup Fee: To ensure your home is accessible for cleaning, Star Maids offers a lock box for a $40 refundable setup fee. The lockbox will be placed and secured in the area of your choice. We do not collect or remove keys from your property for your security. If youre not home, well use the lockbox key after ringing the doorbell. The setup fee will be refunded if the services are canceled and the lockbox is returned. Alternatively, you can provide a door code if you have a keyless entry system. Please note, if you choose to leave a door unlocked or hide a key, Star Maids is not liable for any damages or theft.

3. Lockout & Accessibility: If our cleaners can't access your home due to locked doors, uncontained pets, or being turned away on a scheduled cleaning day, a fee of 50% of your service charge will apply. Please ensure snow, ice, and construction debris are cleared to allow safe entry for our staff.

4. Security system: If your home has a security system, please ensure that it is turned off on the day of your scheduled cleaning. You may also provide us with a code that you designate for Star Maids and the steps necessary for us to turn off the alarm. Well reset the alarm when we leave if requested. Well not be responsible for alarms set off by your or our mistake.

5. Damages & Breakage: Please move valuables, expensive figurines, or glassware to a location we do not clean or have us skip that area if you do not wish to accept the risk. We will alert you to an at-fault breakage or damage, and work out a fair solution, which involves repairing or replacing the item within reason. Clients have 24 hours to report anything broken or damaged in the rare instance that we fail to alert you. Star Maids can assume no liability for items that were broken or damaged because of unstable bases or because they were not properly attached or secured to the wall (for example wall-mounted TVs, picture frames, floating shelves, curtain rods, blinds etc.).

6. Safety: For the safety of our cleaners and the protection of your property, Insurance prohibits our cleaners from moving heavy objects (20 lbs or more) or standing on ladders higher than two steps. They cannot climb bunk beds, lofts, or clean floors on their hands and knees (except for small bathroom floors). Cleaning technicians will only use approved step stools or ladders. If you would like us to clean behind large furniture or appliances, please ensure these items are moved before your scheduled cleaning.

6.1 We reserve the right to deny or terminate service due to safety concerns, inappropriate or uncomfortable situations, exposed weapons on the premises, severe clutter, or disconnected utilities. Our cleaning technicians have the discretion to leave if a home is in an extremely unsanitary condition or if they feel unsafe or threatened.

6.2 Photography: Star Maids Cleaning Solutions reserves the right to take before-and-after photos during initial, move-in/move-out, and recurring cleaning appointments for quality assurance and training. These images may also be used for marketing purposes on our website or social media, ensuring they do not include any identifiable personal information or details that could reveal the location or identity of your home. Clients may review any photos selected for marketing to ensure their comfort and privacy.

7. Payment & tips: Full payment is required upon completion of the cleaning service. We accept credit card and ACH payments and can set up autopayments. The outstanding balance must be paid before the next cleaning. Tipping is left to your discretion and appreciated by our team. Please note that 100% of the tips go directly to the cleaning technician performing the job. If youd like to add a one time or recurring tip to your credit card payment, please contact our office, and we will add it to the invoice. Please ensure any cash tips are clearly marked as such. For your first cleaning, Star Maids requires a 50% deposit. If you need to cancel, your deposit is fully refundable as long as you do so at least 48 hours prior to the appointment.

8. Price increases:  Star Maids reserves the right to increase its rates at any time. You will be given advance notice of a price increase. A price adjustment might also happen if the conditions or needs of your home change.

9. Collection fees:  In addition to any amounts owed to Star Maids, you agree to be responsible for all reasonable collection and attorneys fees we incur in seeking to bring your account current.

10. Arrival time:  Our cleaners work between 8 AM and 5 PM, Monday through Friday. We will provide you with an estimated arrival time, but we work in a two-hour arrival window except for the first appointment of the day which is the 8:00 – 9:00 a.m. arrival window. Our cleaning technicians will use their best efforts to arrive on schedule, however, traffic conditions, parking, condition of the previous houses, late cancellations, inclement weather, or other unforeseen circumstances may affect the scheduled time. Occasionally the cleaners may need to stay past 5 pm to complete the job.

11. Supplies: We provide our own vacuum, mop, cleaning cloths, extendable duster, and some cleaning supplies, such as oven cleaner and degreaser. The client is responsible for the cleaning supplies including brushes, sponges and products. Our vacuum operates with the HEPA system. With versatile cleaning tools and all floor designs, our canister vacuum cleaner is the best in the market. For your convenience, Star Maids also offers cleaning supplies for purchase—please contact us for more information.

12. Dishes and clutter:  Were not responsible for doing dishes. We can clean around clutter but wont organize it.

13. Rescheduling:  Its customary that you provide us with a minimum of 48 hrs. notice to reschedule your house cleaning. If you need to reschedule a cleaning without proper notice, we will not have enough opportunity to fill the schedule with another maid service client. Accordingly, a fee of $50 will be charged, unless in our determination we deem that the cancellation is due to a bona fide emergency. We always try to accommodate your schedule. However, there may be times when the weather makes it unsafe for us to travel and carry equipment and supplies to your home and we may need to reschedule.

14. Frequency of cleanings and service rates:
14.1. Weekly Cleaning Service: For clients that are on weekly scheduled cleaning, if you choose to skip a scheduled service and just pick up on the next scheduled day or later date your rate may be adjusted to one cleaning fee plus 50% cleaning rate on that next cleaning and then resume on the weekly rate schedule as agreed upon.
14.2. Bi-Weekly Cleaning Service: Bi-weekly clients who skip the cleaning will be charged the bi-weekly fee plus 50% of the cleaning rate.
14.3. Monthly Cleaning Service: Monthly clients who skip the cleaning will be charged the monthly fee plus 50% of the monthly fee.

15. Termination:  Star Maids may terminate this agreement and stop service at any time by notifying clients in writing by regular mail or email. Clients may terminate this agreement at any time by notifying Star Maids in writing sent by regular mail or email to Star Maids.

16. Pets: We love pets! Please, advise us if you have pets and provide any information regarding your pets that would be helpful for us to know. Though not a requirement, we prefer pets to be restricted from the areas we clean. We do not feed or clean up after sick pets or pet accidents. For sanitary and safety reasons our teams are not permitted to clean flea-infested homes or clean up any animal or human waste.

17. Employees of Star Maids: Our employees are NOT available for hire outside of the services provided by Star Maids. We have built an organization of trusted employees who are focused on providing exceptional cleaning service. We value our employees and pour an enormous amount of time, energy, and expense into our screening, hiring, and training process. To prevent any unfair solicitation or poaching of employees to undercut this effort, Star Maids will assess a $2,500 finders fee for hiring a cleaning tech of Star Maids on an individual basis for private work. This includes up to 12 months following the separation of an employee from Star Maids. Our staff members also sign a non-compete clause that extends the assessment to 1 year following their last day of employment. We ask you to contact the office for any additional services you would like scheduled.

18. Timely Feedback: Cleaning is a personalized service, and your satisfaction is our priority. To ensure we meet your expectations, please provide feedback within 24 hours of your completed service. This allows us to promptly address any concerns and make necessary adjustments.

19. Referrals: Receive your choice of a $50 credit to your account or a $50 Amazon Gift Card when you refer a client, and they hire us for recurring services.

20. Please note that by hiring STAR MAIDS, you are agreeing to the above terms and policies. Please feel free to discuss any of the above with us, we welcome your comments and suggestions. (301) 910-7827 contact@StarMaidsUs.com