Guarantee Policy

Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with The Cleaning Service. If, within 24 hours, you are not satisfied, Miss Mops Agency Cleaners Associates will come back to your home and re-clean said items at no additional charge.

Payment

Payment is due at the time of service – we do not invoice. We accept Master Card, Visa, check or check.
Please make the check payable to Miss Mops Agency.
Checks mailed to the office from your bank must be scheduled to arrive on or before your day of service.
A credit card must be on file and will be charged if payment is not received at the time of service.
Checks returned for NSF will be assessed $35. In this event your credit card will be charged for the cleaning plus the $35 NSF fee.
If we do not receive payment the day of your cleaning and your credit card is not authorized, we will charge $10 per invoice.

House Entry

That is up to you. We highly suggest that the primary client meet the cleaner on the initial visit. Thereafter, you can discuss with the cleaner or the office the best method of gaining access to your home if you’re not there the time of the cleaning service. Access option suggestions include using a lock box or making arrangements for a neighbor or friend to let them in. Should you decide to give your cleaner a key, Miss Mops agency is not responsible for lost keys.

Arrival Window

We make every effort to meet the specific arrival time you need but standard practice is for a 2 hour arrival window to allow for unexpected delays such as traffic of extended time on earlier job.

Alarm System

If your home has a security system, please inform us how you want to handle it. Security and safety of your home is a major concern at Miss Mops Agency, and the cleaners are sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home.

Please note that it is not necessary for you to have to disarm your alarm systems the day of our cleaning. If you contact your alarm company they can assist you in programming a code that is unique to our company. It is common for clients with alarms to give us our own code and Cleaning Technicians are trained on how to disarm and re-arm alarms. Miss Mops Agency is not responsible for any fees associated with alarm.

Lock Out/Turned Away Fee

If we arrive on our scheduled cleaning day and are turned away at the door or cannot get in, we will charge $35. We don’t like to do this so please give us as much notice as possible so we can fill your time slot – we often have a waiting list.

Pets

Most homes have pets, and our experienced cleaners are comfortable with household animals. We suggest that clients introduce the cleaner to their pets during the initial visit; however, it is the homeowner’s responsibility to insure that dangerous or unfriendly animals are removed to a secure location outside any area the cleaner will be working in during the service visit.

Late Cancellation Fee

We require cancellations to be telephoned into our office no later than 10 a.m. the business day prior to a scheduled cleaning. You must call the office by 10 a.m. on Friday to cancel a cleaning scheduled for the following Monday. A $35 cancellation fee will be assessed if you do not call within this time frame. Due to extremely high demand, cancellations during November and December require a three business day notification or a $50 cancellation fee will be assessed.

Skipped or Missed Cleaning Visits

Our charges are based on the type of visit you schedule. Weekly rates are for weekly cleanings. Biweekly rates are for biweekly cleanings. If you skip a cleaning, you will be charged the rate for the next frequency of service if it takes additional time to complete your cleaning. (Monthly fees are typically 15% more than bi-weekly fees.)

Liability Polices

Every effort is made to be as careful as possible with your items, however, accidents do happen. Notification must be made within 24 hours of breakage/loss of any personal items. Items which are antique, irreplaceable, hard to find, etc. are not covered by our breakage policy. Please remove these items the day of your cleaning.

In order to avoid accidents we recommend the Cleaning Associates not to not use ladders or move items more than 35 pounds. If you would like cleaning behind heavy objects, please move prior to cleaning.

Miss Mops Agency or the Cleaning associates are not responsible for damage incurred by the improper installation of any object. All surfaces are assumed sealed. If you know of any surface not sealed, you must notify us so that the cleaner can clean properly.

Each cleaner is contractually required to obtain and/or maintain adequate insurance to cover damage to your home, its contents as well as injury to themselves or to others. They are solely responsible for any and all damage that occurs. Cleaners will cover up to $250 for breakage. Our Theft Protection Plan covers to $5000 upon conviction per incident.

Cleaning Associates

Miss Mops Agency is not the employer of any domestic independent housekeeper/cleaner it refers to you. The domestic cleaner may be an employee or an independent contractor depending on the relationship between you (client) and the independent cleaner. Generally if the client directs and controls the manner and means by which the housekeeper performs his or her work, the client may have employer responsibilities including employment taxes and workers’ compensation, under state and federal law. For additional information contact your local Employment Development Department and the Internal Revenue Service.

Tipping

If you are pleased with the cleaning in your home we encourage you to show your appreciation to your cleaners. Tips are not required but they are a nice way to say “great job”. Please leave any cash tips for the cleaners (marked “Tips”) or hand it directly to the cleaners.

Referral Fees

Should you wish to hire a present or past member of the Miss Mops Agency to work on any home-related service outside of your agreement with Miss Mops Agency, our referral fee is $2500. This fee is due within 30 days of notification from Miss Mops Agency. If the fee is not paid, Miss Mops Agency reserves the right to pursue other methods of collection. Please read Terms of service for more information.