Customer Guidelines

1. Our Team: We invest significant time and resources in recruiting, vetting, training, and retaining professional cleaning technicians to ensure safe, consistent, and to meet the highest cleaning standards—yours. Our Techs are insured and bonded.

To protect this investment, you agree not to directly or indirectly hire, solicit, or engage any current or former Star Maids cleaning technician outside of Star Maids during your service relationship and for 12 months after your last service.



If this agreement is breached, you agree to pay $5,000 in liquidated damages per occurrence, or the equivalent of 12 months of estimated service value, whichever is greater. Star Maids may also pursue legal remedies and recover enforcement costs as

permitted under Maryland law.

2. Refundable $40 Lockbox Setup Fee (Applicable only if the lockbox is requested): To ensure your home is accessible for cleaning, Star Maids offers a lockbox 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 you're not home, we'll 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 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. We’ll 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, chairs, countertops or furniture. They will not climb bunk beds, lofts, or clean floors on their hands and knees (except for small bathroom floors). If you would like us to clean behind large furniture or appliances, please ensure these items are moved before your scheduled cleaning.

Please note that Star Maids does not clean carpets, mold, fire, or water damage

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 internal training purposes. These images do not include any identifiable personal information or details that could reveal the location or identity of your home.

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 you'd 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. Weekends are not included in the 48-hour calculation. If you cancel after the 48-hour window, a fee of $50 will be charged.

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 Cleaning Techs 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, unless a product fee is agreed upon and included in the service. 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 won't organize it. Star Maids also offers an add-on Tidy Up service fee when you don’t have time to organize your home and prepare for your cleaning.

13. Rescheduling: It's customary that you provide us with a minimum of 48 hrs. notice to reschedule your house cleaning. Weekends are not included in the 48-hour calculation. 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 the bi-weekly fee for the 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 monthly fee then resume on the bi-weekly rate schedule as agreed upon.

14.3. Monthly Cleaning Service: Monthly clients who skip the cleaning will be charged the monthly fee and an extra charge of that cleaning and then resume on the monthly rate schedule as agreed upon.

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

18. Referrals: Enjoy your choice of a complimentary add-on to your cleaning; a free refrigerator cleaning, oven cleaning, $50 account credit, $50 Amazon gift card, or a $50 donation to Cleaning For A Reason, when you refer a client who signs up for recurring services.

19. Dispute Resolution: Star Maids is committed to resolving any concerns promptly and professionally. Clients agree to first contact our office to allow an opportunity to resolve any issue through good-faith communication. If a resolution cannot be reached, both parties agree to attempt mediation. If mediation is unsuccessful, any dispute arising from Star Maids’ services shall be resolved through binding arbitration in the State of Maryland, rather than litigation, except where prohibited by law.

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 contactus@StarMaidsUs.com