AUSTIN NATURE MAID’S CLIENT TERMS OF SERVICE
Please carefully review all terms and conditions below. Scheduling service with Austin Nature Maid, LLC indicates that you have read and agree with all terms of service.
OUR 100% NON-TOXIC SERVICE GUARANTEE
Even cleaning products labeled “Eco-Friendly,” “Non-Toxic” or even “Organic” can and many times do contain chemicals that have been proven to contribute to cancer, hormone disruption, learning disabilities, skin disorders and other health issues. Some chemicals that have been banned for use in Europe because of their negative health affects on humans are approved for use in “Non-Toxic” products in the U.S., and aren’t even required to be listed on the labels.
Austin Nature Maid uses only 100% SAFE, COMPLETELY NON-TOXIC products that have fully disclosed all ingredients and are directly approved for use by our cleaning technicians. This includes products we make ourselves using food-grade ingredients. If we don’t trust it around our own children, we do not use it around yours!
Highest Quality, Professional Service
We take pride in our work and leave your location confident that we’ve met and even exceeded your expectations. If something does not meet your expectations please call our office within 24 hours and we will work to achieve your total satisfaction.
- There is no term to this agreement. You may cancel service at any time. Austin Nature Maid (Nature Maid) also reserves the right to cancel your service at any time.
- Our cleaning technicians are knowledgeable in the proper use of all cleaning products and equipment. For your protection, Austin Nature Maid, LLC is bonded and insured.
- Your cleaning tech will bring all the necessary products and equipment required for your cleaning service. If you have any product or equipment (including vacuum cleaners) you would prefer to be used please provide instructions on where and how to use it. Austin Nature Maid, LLC is not liable for damage resulting from the use of cleaning products or equipment used at your request.
- Your cleaning tech will arrive on the day scheduled as requested and agreed upon. Cleaning techs are expected to maintain a professional attitude at all times.
- Austin Nature Maid reserves the right to reschedule services when unforeseen circumstances arise.
- We provide estimates/quotes based on the information provided over the phone or at walk through. We reserve the right to adjust charges to suit circumstances if they are different than the information provided at the time of estimate. Circumstances that would increase the estimate/quote would include but are not limited to tidying up and extreme build up on items.
Getting ready for cleaning
For best results we recommend that you clear any loose items (toys, magazines, dishes, clothes, etc) from the floor, beds, tables, countertops and other surfaces where techs will first need to remove items before cleaning. If your bed is covered with clothes we will not make it. If the floor is full of toys/clothes we will not clean it. If your sink is full of dishes, clean or dirty, we will not clean it.
We would be happy to help tidy up these items and/or load your dishwasher for you for an additional cost. This would need to be discussed during the initial estimate phone call or be requested 24 hours in advance of your scheduled service. If requested before scheduled service we will do our best to accommodate the request, but will not guarantee that we can.
We request that air conditioning or heat should be left on at a comfortable temperature, as cleaning techs do not touch any thermostats. We reserve the right to refuse the service if there is no air conditioner on hot summer days or if heat or hot water is turned off on cold days in winter.
Gratuity
Gratuities are not required or expected, but are very welcome. Our employees keep 100% of any gratuity they earn. If there is a team performing your service, they split gratuities equally. Cash is preferred for giving a tip. Please leave any gratuities clearly marked or in an envelope, as our cleaning techs are instructed to not touch loose money. Tipping via payment apps should be discussed with each cleaning tech.
No Soliciting Policy
We carefully screen, select and certify our cleaning techs and consider them our most valuable asset. By entering into an agreement for services with Austin Nature Maid, LLC you agree not to solicit for hire any staff member introduced to you by Austin Nature Maid, LLC. When our cleaning techs come on board, they sign a non-compete agreement barring them from performing service for any of our past or present customers.
Access to your home or office
Many of our clients are not present during cleaning services. If you will not be present, please contact office with an alarm and/or garage code, leave a key in a secured location or you can make Austin Nature Maid a key. Also please secure any pets that might possibly behave in an aggressive manner. If you are hiding a key, let the office know where it is – we recommend purchasing a combination lock key box so you have full control over who may access your spare key. We will do our best to schedule your service at a time that is convenient for you but we cannot provide exact arrival times due to traffic and other circumstances (unless yours is the first service of the day).
Safety of our staff and others
Cleaning techs have an efficient, practiced system and need to be able to work free from distraction. Austin Nature Maid cleaning techs prioritize personal safety and work mindfully and cautiously, but cannot assume liability for the safety of others including children and pets. We encourage clients to schedule cleaning service when they are not home or when children are otherwise occupied to reduce distraction and the risk of accidents due to wet floors, etc. Please be advised that if your cleaning techs are subjected to distractions that affect their ability to work at scheduled pace, your team may not be able to fully complete the service in the allotted scheduled for that day.
Valuable items (medical, monetary and sentimental)
Our cleaning techs are honest and dependable, and Austin Nature Maid is insured and bonded. Even so, for everybody’s peace of mind and to protect your health and your valuables we ask that you please place any and all medications, money and valuable items in a secure location prior to your cleaning service.
If there are items in your home that need special attention during cleaning, please point them out during your estimate discussion or call the office to discuss so our cleaning techs can be properly instructed in their care. We are as careful as possible when we are cleaning your home, but if any damage does occur please notify the office within 24 hours of the cleaning service and provide photos. We will notify you immediately if we find something damaged in your home, even if the damage was not caused by our team members.
We assume no liability for damage or loss of items that are not secured properly or were damaged prior to our cleaning. We assume no liability for damage due to faulty and/or improper installation of any item. (Examples: pictures or mirrors hanging from nails in drywall, scuffs on furniture that were there before we cleaned) Items of monetary or sentimental value should be dusted or cleaned by the owner. Austin Nature Maid limits its liability to replacement costs of up to $250 per occurrence. All surfaces unless we are instructed otherwise (marble, granite, hardwood, Saltillo tile, etc) are assumed to be properly sealed and ready to be cleaned, damp-mopped or steam mopped without causing harm.
“Take No Chances” Policy”
Prior to your service please secure any guns, weapons, aggressive pets or other items that may present a danger either perceived or real to our cleaning techs.
Austin Nature Maid cleaning techs “Take No Chances” – if they feel at all unsafe, they will leave the site. Customers are liable for the full cost of any service that is cut short due to unsafe conditions.
Pets
We love your pets! For their safety as well as ours, please let us know how they should be handled. We must be introduced to any dogs that will be in the home if the owner is not present prior to service. Many dogs will be perfectly friendly when their owner is home but are afraid or even aggressive if you are not there. If you are at all unsure about how your dog will behave, please secure them in a comfortable area where they will feel safe and the maids will feel safe. Our cleaning staff will not handle, play with, feed or otherwise care for your pets.
Supplies and Equipment
We provide all our own equipment including advanced HEPA micro filtration vacuums. We use color coded microfiber cloths on surfaces to avoid cross contamination. Austin Nature Maid is known for using not only green products but SAFE products – we make our cleaning products using only all-natural, non-toxic ingredients that we trust with our own children. We do not use bleach to sanitize, instead we use high quality microfiber cloths combined with our sanitizing cleaner that is made with safe ingredients such as hydrogen peroxide. Our cleaning products are unscented to accommodate our many chemically sensitive clients. If you enjoy a fresh scent, we can include essential oil aromatherapy in your service upon request.
If you would like us to use bleach or other products in any area of your home we are happy to do so if you let us know in advance and provide the products. We are unable to accept responsibility for damage caused by products or equipment you provide.
Pricing
We provide quotes based on the information provided at walk through or over the phone. We reserve the right to adjust charges to suit circumstances if they are different than the information provided at the time of estimate/quote. Prices are subject to change without notice.
Job Start/End
If your job has been quoted as an hourly service, please note that service time runs from the time we arrive to your location, including unloading supplies and equipment from our vehicle, to the time we have finished cleaning, including loading all supplies and equipment back into our vehicle.
If your job is an all-inclusive quote, your service will be completed in full regardless of time spent. Sometimes this may take less than average time, sometimes more depending on cleaning requirements and rotated services. Regardless of time spent, the quality of your service will always be maintained at our highest standard.
Add-on or Extra Requests
Please call our office at least 48 hours in advance for any extra cleaning beyond the agreed regular scheduled service, including add-on requests such as: refrigerator, oven, interior windows, etc. so we can schedule the time needed to complete these tasks. In some cases we may need to change the day and time of cleaning.
Cancelling Appointments
We require a minimum cancellation notice of 24 hours prior to your scheduled appointment date. This notice must be made and confirmed directly with the office; please do not communicate scheduling needs with your cleaner. Notice can be made by phone call, email, or text (emails and text notices will receive an office confirmation via same method during business hours). We understand that circumstances change and emergencies arise. We will be as flexible as possible and if there is availability on the schedule, we will offer rescheduling.
All cancellation notices must be received and confirmed during office hours of 9:00 to 5:00 Monday through Thursday, 9:00 to 4:00 on Fridays. If it is a Monday service, notice must be received and confirmed by 5:00 pm on Friday. If cancellations are received less than 24 hours in advance of the scheduled day, a $50 cancellation fee may apply. This fee goes directly to the staff that was scheduled to clean your home!
**If someone in your household is home due to illness or on quarantine, we will not be able to clean.** We do not want our staff exposed to any illness that could then be passed onto another client or their family. If we arrive for the appointment and someone is home sick then the full cost of the service will be charged.
Skipping Recurring Appointments
If you need to skip a recurring appointment for any reason your next scheduled recurring appointment may have a higher cost than your weekly, bi-weekly or monthly quoted visit amount.
Lockouts
If our staff arrives for your scheduled cleaning and are unable to perform the service because no key was left, your dog is unsecured or other lockout circumstances prevent them from entering the location, the full cost of service will be charged.
Wait time
If your tech is kept waiting for someone to arrive to open the door or bring keys, we reserve the right to reduce the time of the appointment by the amount of time your tech had to spend on waiting, or charge for the wait time in addition to your cleaning rate.
Payment/Billing
Credit cards are charged the day of service unless other arrangements are made in advance. You may securely set up payment over the phone with your credit card – once you have paid via credit card, with your approval we can securely use the same card for future charges through our merchant service without having to collect your information again. A 15% finance charge will be added to unpaid balances over 30 days. Bank charges incurred due to insufficient funds will be passed on to the client at a flat rate of $35 per occurrence.
Referral discounts
When our clients refer Austin Nature Maid to their friends and family, we feel it is the highest compliment we can receive! To thank you for your referrals, we will discount your next cleaning after we complete the first cleaning for a new client referred directly by you to Austin Nature Maid. (Tell them to let us know you referred them!)
Cleaning Notes
Items we do not clean:
- We do not clean flat screens on TVs or computers.
- We do not climb ladders of bunk beds or loft beds. We clean only what can be safely reached from the second step of a steps stool, or with a long reach pole duster.
- We do not clean litter boxes, pet waste or empty diaper pail waste.
- We do not organize or put away dishes, clothes, toys, books, toiletries and other loose personal items unless specifically requested prior to scheduled appointment. We do instruct our maids to leave any loose items neatly arranged close to where we found them, to make it easy for you to locate them and put away.
- We do not clean mold or other substances that may be hazardous to our employees’ health
Other Items:
- We do not accept responsibility for breakage of blinds strings, wands, or blinds falling out of brackets.
- For their physical safety, cleaning techs do not lift anything that is heavier than 20 lbs, move large or bulky furniture items, and will take out no more than 2 large bags of trash on a regular visit.
- For their safety, cleaning techs will not clean anything that is not within easy reach with an extender pole from the second rung on a stepladder.
No representation or warranty verbally made by any other person which is not specifically set forth herein shall be binding upon Austin Nature Maid. LLC. By setting a cleaning service appointment, providing your credit card number and doing business with Austin Nature Maid, you agree to enter into a verbal contract and accept all of Austin Nature Maid, LLC policies, prices, terms, and procedures for cancellation and rescheduling.
Austin Nature Maid reserves the right to reevaluate rates and/or change the Terms of Service at any time.
Thank you for choosing Austin Nature Maid! We know you’ll love your 100% Non-Toxic Cleaning Service.