• 17 State Street Suite 4000 New York, NY 10004
    646.568.6700 maidinmanhattan.com

  • Customer Guidelines

    We invite you to read through the following customer guidelines. That way, you are aware of and can agree to our policies regarding service within your home.

    It is our goal to provide you with a pleasant, problem-free cleaning experience. If you have any concerns, inquiries, or questions, we ask that you not discuss them with our cleaning staff. Instead, please contact us by calling the office at 646-568-6700. We’re here for you!

    Entry to your home

    We offer 3 entry options to choose from: 1.You opt to be home to allow access to your home on the day of the service. Maid in Manhattan cannot guarantee the exact arrival times but we do offer two-hour arrival windows up until 4pm. The first appointment of the day is between 8:30-9am, then we switch to 2-hour arrival windows for the rest of the day. 2.You provide a key or code to gain access to the home. Keys will be placed in a secure safe at the Maid in Manhattan office. Our driver or team will be issued a key the day of your scheduled service to gain access to your home. The key will be signed out by our driver or team and signed in after each scheduled service and placed back in the safe. The keys are not marked with any of your personal information in case they are lost. In the event the code given is not correct and our cleaners cannot gain access to your home, you are responsible for the lock out and a cancellation fee of $100.00 will be charged for that service. 3.You can purchase a lock box to place a key inside and provide Maid in Manhattan with the pass code. If for any reason the key is not in the lock box or the code does not work when our cleaners arrive to clean your home, you are responsible for the lock out and a cancellation fee of $100.00 will be charged for that service. NOTE: Occasionally, people ask if they can “hide a key for us” for cleaning day. We are happy to keep your spare key in our office where we can be sure it’s secure. Otherwise, our insurance provider prohibits us from retrieving keys from under mats, potted plants, statues of cherubs spitting water into koi ponds…you get the picture.

    Home alarms systems

    Maid in Manhattan will not be liable for any false alarms charges due to code changes not brought to our attention before servicing your home.

    Time of service

    It is very difficult to commit to an exact arrival time because of our ever changing schedule and the fact that we don’t finish cleaning each home at an exact time. We service homes between the hours of 8:30 a.m. and 5:00 p.m. and will strive to be at your home within a 2-hour window.

    Schedule changes, cancellation of service

    In the event that you reschedule, skip, add or cancel your service, we ask that you give us 24-hour notice. Without 24-hour notice, you will be charged a $40 cancellation fee. Cancellations on the same day of service, for any reason, will be charged the full rate of service. All cancellations must be made through our office. NOTE: All cancellations will also cause the rate for your next cleaning to increase to the next level For example: If you are serviced weekly and you skip a service, you will have to pay the bi-weekly rate for your next cleaning. If you are serviced bi-weekly and you skip a service, you will pay the monthly rate for you next cleaning.

    Payment

    Maid in Manhattan has a “no check/no clean” policy. Payment is due in full the day of the service. If you are not paying by credit card, please leave payment on the counter in an envelope marked Maid in Manhattan. 7 days without payment, $25 late fee. Any account that goes past 14 days will be turned over to a collection agency. Maid in Manhattan accepts cash, checks, Visa, MasterCard, Discover and American Express. Checks returned from your bank will be assessed an additional fee of $40.00.

    Price increases

    You are given advanced notice of any price increases. Maid in Manhattan reserves the right to raise prices at anytime.

    Special requests

    Maid in Manhattan asks that you call the office 48 hours in advance of your scheduled service for any special requests. Any additional service requests must be submitted to our office and not to our on-site cleaning staff. Any services requiring extra labor, supplies and/or equipment will be billed additionally. Any services not normally included in the cleaning package that you selected will be an added charge unless it is noted in your service agreement.

    Trash

    Maid in Manhattan will place trash in your trash receptacle. If no receptacle is provided, trash will be left at the curb in front of your property. Maid in Manhattan does not remove trash off site.

    Quality control

    Maid in Manhattan needs your input on the overall experience and quality you are receiving so that we may address concerns that are important to you. Maid in Manhattan performs random quality control inspections and will leave behind a card if we do so at your property.

    Working in the home

    Our cleaners need to be able to work without distractions. Every effort is made for our cleaners to work safely, but we cannot assume liability for the safety of others while cleaning your home. This includes children and pets. If our cleaners are not able to work without distractions that affect their ability to work in their normal speed, Maid in Manhattan reserves the right to charge for the extra time spent in your home. If for any reason one of our staff feels that his or her personal safety is in danger, enough to leave the job site due to actions by a client, the client’s guests or animals, that client will be liable for the full cost of the service.

    Pets

    We love pets! But for their own safety and the safety of our cleaners, please put your pets in a pet carrier or secure area of the home or garage.

    Linens

    As a courtesy, Maid in Manhattan will change the linens in the master bedroom, provided the linens are left on the bed. There will be a charge to change linens on other beds.

    Breakage

    It can happen when you least expect it! Maid in Manhattan can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, etc. Our staff should clean curio cabinets, figurines, glassware and items of extreme value or sentimental value. If an item is broken by one of our cleaners, Maid in Manhattan will pay up to $100 per item or replacement cost when value is verifiable. Please remove any item that is irreplaceable prior to your scheduled cleaning.

    Damage

    You should point out any damage to surfaces during walkthrough and before service begins. Maid in Manhattan is sometimes called in to correct damage that was already there or that another cleaning company was responsible for. Maid in Manhattan reserves the right to photograph damaged or excessively dirty areas. In areas of the home with extreme clutter, Maid in Manhattan reserves the right to skip those areas in order to avoid damaging items or injuring our cleaners. Surfaces such as hardwood floors and natural stone should be in good condition and ready to clean without causing harm to the surfaces when using a neutral pH cleaner.

    Dishes

    Maid in Manhattan will load the dishwasher to free up the sink for cleaning. Any dishes that are in the dishwasher are presumed to be dirty. If this is not the case, please empty the dishwasher prior to your scheduled cleaning.

    Furniture

    Maid in Manhattan will move furniture on occasion in order to clean behind it. The cleaners will not move excessively heavy items. If there are heavy pieces of furniture that require moving, we ask these items be moved prior to the cleaning. Maid in Manhattan will not be responsible for scratches in flooring due to unprotected furniture legs.

    Our guarantee

    We want you to be absolutely delighted with the cleaning service! Report any concerns to our office at 646.568.6700 within 24 hours after the service. We will return and re-clean the area(s) of concern at no cost to you.

    Non-solicitation of employees

    When you enter into an agreement for services with Maid in Manhattan, you understand that you will pay a $2,000 training fee to Maid in Manhattan if you engage in a working relationship directly with any employee of Maid in Manhattan during the course of this agreement, other than through Maid in Manhattan.

    Fresh Foods

    Please put away produce, baked goods or any other fresh foods. Maid in Manhattan will not handle any of these items nor will we use any cleaning solutions in a room if there are any of these items left out.