Customer Guidelines

1. Our Team: If your cleaning is scheduled on a weekly or every other week (bi-weekly) basis, you will have the same team assigned to your home. For monthly or on an as needed basis; we’ll do our best to keep the same team assigned to your home each visit, except for emergencies, special circumstances, vacations, sickness and/or time off requested by our staff in which case we would send a substitute. We ask you to be understanding. We know and trust our friendly Star Maids employees on a personal and professional level. Our cleaning pros are bonded and insured. They also receive extensive maid service training to reinforce their skills needed to carefully clean to the highest standards—yours. 

2. Refundable $40 Set Up Fee: Your home must be accessible to our cleaners. If you’re not home to let the team in,  Star Maids will provide a lock box to be placed in a convenient area on your property, usually by or near the entranceway in an inconspicuous place. This will allow you to permit access to your property to complete scheduled service securely.  We do NOT collect keys, nor want to take them off your premises for YOUR safety and security. We will always ring your doorbell first in the event you are home to let us in and will use the lockbox key as the back-up if you are not home. In the event you decide to cancel service, the set-up fee will be refunded with the return of the lock box to Star Maids. An alternative option is available for setting a door code for Star Maids if you have a keyless electronic/digital entry system.

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 cleaning technicians to gain entry into the home Star Maids will not be held liable for any damages or theft to the client’s home. 

3. Lockout & Accessibility: If the cleaners are unable to enter your home due to double bolt locks, animals not contained, or if the cleaners are turned away at the door on a regular scheduled cleaning day, there will be a fee of $50 assessed. Snow, ice &/or construction debris must be cleared to allow our staff to enter your space to complete the scheduled cleaning service safely.

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 steps necessary for us to turn off the alarm. We’ll 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, etc.).

6. Safety: Insurance and safety issues prohibit our cleaners from moving heavy objects (20lbs or more) or standing up on a higher than 2-step ladder. They can’t climb up bunk beds and lofts. Cleaning technicians don’t clean floors on their hands and knees (with exception of small bathroom floors), or use something that is not a step stool or ladder to climb on top of. These types of activities put our cleaning technicians in danger of hurting themselves or damaging your property. Heavy objects (over 20 lb) must be moved by the client. If you would like us to clean behind a large piece of furniture or a large appliance (moved by the customer), we can absolutely accommodate the request. Kindly arrange for these items to be moved before your scheduled cleaning.

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 prior to 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. Please make sure money left as a tip is marked as such. Call our office if you wish to add tipping to your credit card payments. Commercial clients are invoiced monthly.

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.

9. Collection fees: In addition to any amounts owed to Star Maids, you agree to be responsible for all reasonable collection and attorney’s 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, Degreaser and chandelier cleaner. 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.

12. Dishes and clutter: We’re not responsible for doing dishes. We can clean around clutter but won’t organize it.

13. Rescheduling: It’s 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. We reserve the right to deny &/or terminate service because of safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter & disconnected utilities. Our employees have the choice to leave if the home is in an extremely unsanitary condition or they feel unsafe/threatened. If you book a cleaning online that is unreasonable, the cleaners may refuse service on the spot & you will be charged the cancellation fee. Star Maids doesn’t clean carpets, mold, fire or water damage.

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. In order to prevent any unfair solicitation or ‘poaching’ of employees to undercut this effort, Star Maids will assess a $2,500 finder’s fee for hiring a cleaning tech of Star Maids on an individual basis for private work. This includes up to 12 months following a 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. Communication and Timely Feedback: The best way to reach us and/or give us your feedback is to call or text (301) 910-STAR (7827) or write to contact@StarMaidsUS.com. Since cleaning is a very personalized and subjective service, it’s extremely important for us to get your feedback within 24 hours of the completed service, so we can quickly adjust to your style and resolve any problems.

19. Referrals: We offer $30 OFF of one cleaning when a client refers us and we are hired for recurring service.

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