Terms and Conditions
Cowtown Maids Customer Guidelines and Terms and Conditions
Thank you for choosing Cowtown Maids! Below are the guidelines and terms and conditions for our clients. These guidelines and terms and conditions have been put in place to provide a safe environment for our employees and set clear expectations with our clients so that we can continue to make your home sparkle for years to come! Please review and let us know if you have any questions! Our office phone number is 817-864-1620.
How to prepare for your cleaning:
We are thrilled to come clean for you and want to be able to leave your house sparkling. For us to be able to provide the highest quality cleaning possible, we ask for you to do a couple of things to prepare for our arrival. Please put away anything that would inhibit us from cleaning certain areas, such as loose papers, dog toys, children’s toys, stuffed animals, etc. Please make sure all dishes are put away so that we can thoroughly clean your kitchen. If you have a sink full of dishes we will take care of them but reserve the right to charge an extra $25 for the extra time cleaning your home. In addition, if you have pets please make sure your vacuum is accessible for us to use (we do bring our own in case we need it) and anything of a sensitive nature is put away. If their is pet urine in any rooms we will not vacuum that room with a Cowtown Maids vacuum cleaner. Please make sure beds are cleared, sheets are pulled, and new set of sheets are laid out if you would like us to change the sheets. We do not clean inside of closets, China or curio cabinets, or drawers (unless it is an empty house cleaning) so that is a great place to put any sensitive items or items you may be concerned about. Please note excessive buildup will take extra time to clean and your cleaning will likely take longer than the estimate given on the phone if you did not disclose this information and allow us to figure it into your estimate. It is also possible that extreme buildup can not be completely removed. We do not clean paint splatter, floor stains, dead insect infestations, hoarding situations, animal feces, or homes full of trash. Any post-construction cleaning is very hard to estimate due to construction dust and can often run over the estimated times and price.
Initial Cleaning Estimate:
We take many variables into account when we give an initial cleaning estimate for deep cleans, move-in/out cleans, and all other first-time cleans, but due to it being given over the phone, we are counting on your accurate description of your home to provide you with the most accurate estimate. If we arrive at your home and the condition is not as you described, then it may take us longer to complete your cleaning. If it takes us more time to complete your cleaning, then it will cost you more than the estimate provided. Also, if your home does not take as long as we initially estimated then it would cost you less than initially quoted. Unless quoted a set amount for your cleaning, all first-time cleans are charged by the hour per cleaner. Billing is processed in 15-minute increments. As an example, if an hourly clean takes 3 hours and 37 minutes, you will be billed for 3 hours and 45 mins. Please note excessive buildup will take extra time to clean and your cleaning will likely take longer than the estimate given on the phone if you did not disclose this information and allow us to figure it into your estimate. It is also possible that extreme buildup can not be completely removed.
Payment:
Cowtown Maids requires a credit/debit card on file at the time of booking. Providing your credit card or debit card information authorizes Cowtown Maids to charge your card only for services outlined during your appointment scheduling for the amount agreed to in your confirmation email and/or your established set price for recurring cleaning. Your card may be charged the morning of your cleaning before service. Cowtown Maids has a “no pay/no clean” policy. The cleaning technicians do not handle any form of payment, so we do not accept cash or checks. If the card is declined, Cowtown Maids reserves the right to add a $50 service charge to your invoice. All returned checks will be assessed a $50 non payment fee and must be paid by credit card.
Credit/Debit card authorizations and holds. Cowtown Maids reserves the right to put an authorization hold on your card up to three days before your scheduled service for the amount of the estimate. This is not a charge to your card, but your bank sets aside the amount of the estimate for Cowtown Maids to bill against. If you cancel your appointment, we do not have the ability to release the hold, but it will come off your account in 7-10 days. Please note cancellations within 72 hours of your scheduled appointment are subject to our cancellation policy and may incur a cancellation fee.
Tipping your cleaning technicians is never required but always appreciated. If you choose to do so, please hand them the tip directly or put it in a clearly marked envelope or on a piece of paper with the name COWTOWN MAIDS on it. If you would like to provide a tip on your card, please contact the office and we can add it to your invoice or create a separate invoice in the event your payment has already been processed. Thank you in advance if you choose to do so.
Technology:
Cowtown Maids utilizes custom technology to provide you with a smooth and seamless customer experience! You will receive an automated reminder email three days before service as well as a reminder text the day before. You may respond to the email; however, automated text messages are only one way. Please note that the Cowtown Maids phone number is an office landline and is unable to accept texts. You may also receive a follow-up survey after cleaning in your email or via text.
Our cleaning technicians clock in and out from our scheduling software on their phones and GPS coordinates are registered at the time of input. This is to make sure they have arrived and left safely. This feature is also used to register their time when we are cleaning by the hour.
Working in your home:
The cleaning technicians need to be able to work without distractions. Every effort is made for the cleaners to work safely, but we cannot assume liability for the safety of others while cleaning your home. This includes children and pets. In the event the cleaners are not able to work without distractions that affect their ability to work at their normal speed, Cowtown Maids reserves the right to charge for their extra time spent in the client’s home.
If for any reason a cleaning technician of Cowtown Maids feels that their personal safety is in danger enough to leave the job site due to actions by the client, client’s guests, or animals, the client will be liable for the full cost of the service. In the event of a first-time cleaning for you, you will be charged for the average estimated cost you were provided for your home or the established fixed price for your home.
If for any reason a cleaning technician of Cowtown Maids comes across any items in your home that constitute illegal activity, they are instructed to leave immediately, and you will be charged the full amount of your service. Cowtown Maids reserves the right to report any illegal activity to law enforcement. If you have items in your home that could be reasonably considered illegal but are lawful, please contact our office before your cleaning so we can make your cleaner(s) aware. Failure to notify Cowtown Maids will result in our cleaners leaving your home and you being charged the full price for your cleaning.
If you smoke in your home, we will just ask that you refrain from smoking around the cleaning technicians due to smoke allergies. Thank you so much for your understanding!
Biohazard:
Our cleaning technicians’ safety and health are of the utmost importance to us, so we ask that you to let us know if there are any potential biohazard situations when you schedule your appointment. These can include mold, rodent, or bug infestations of any kind, or human or pet urination or feces. If a bio-hazard situation is evident, our technicians will not be able to service your home and you will be charged the full rate of cleaning. Follow-up service cannot be performed until documentation is presented showing the situation has been resolved.
Excessive Build-Up:
There may be cases where excessive build-up will not come completely clean. This can be due to, but not limited, to staining, etching (especially shower glass), or hard water and biofilm. We find this to be most common on baseboards, showers and baths, toilets, and shower glass but can happen on any surface. Most times, buildup accumulates layer by layer, and removing it all at once is not possible. If we are scrubbing your baseboards, trim, or cabinets we will stop scrubbing when the paint is peeling off due to potential lead-based paint contamination. This most often occurs in homes where areas have been painted over many times.
Safety:
Our number one concern is the safety of our clients and our cleaning technicians. Cowtown Maids is insured and bonded and cannot perform any cleaning higher than a two-step ladder. Any furniture must be moved away from the walls by the client if you want us to clean behind it. You will need to let your cleaner(s) know this when they arrive and be available to move the furniture as needed for proper cleaning. Our cleaning techs will not move furniture, to prevent damage to furniture, floors, or themselves.
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 one-hour window of the estimated time given to you. If we are running behind more than that you will likely receive a call from our office to let you know.
Entry to your home:
We offer multiple entry options to choose from:
- The client may opt to be home to allow access to their home the day of the service. Please prepare for your cleaner to arrive. If no one is home or our cleaners are turned away for any reason you will be charged half the service price for that day. We will attempt to contact you on the phone number you provided for your account before we leave.
- The client provides a garage door opener, garage door code, door code, or hidden key to gain access to the home. In the event, the code given is not correct and cleaners cannot gain access to the home the client is responsible for the lockout and a cancellation fee of half the price of that day’s service will be charged to your credit card on file. We will attempt to contact you to clarify the code on the phone number you provided for your account.
NOTE: 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 cleaners to enter the home, Cowtown Maids will not be held liable for any damages or theft to the client’s home.
Home alarm systems:
Cowtown Maids will not be liable for false alarm charges due to code changes not being brought to the attention of the Cowtown Maids office so we can put it in the work order before servicing the home.
Schedule changes, skipping a cleaning:
If you reschedule, skip, or cancel your regularly scheduled service, we ask that you give a 72-hour notice. Without a 72-hour notice, you may be charged 50 % of your cleaning fee. Cancellations on the same day of service may be charged the full (100%) rate of service. We are graceful with this policy and know emergencies come up, so we ask that you understand your cleaner is paid for the houses they clean and short notice cancellations often leave them without work. All cancellations must be made through our office at 817-864-1620. This notice allows us adequate time to fill your cleaner’s schedules, so they are not without work.
NOTE: All cancellations may 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 your next cleaning. This is due to an increased build-up and dust that requires more time for our cleaning technicians.
Price Increases:
Clients are given advance notice of any price increases. Cowtown Maids reserves the right to raise prices at any time.
Quality Control:
Cowtown Maids needs your feedback! You may receive a quick, one-question survey after each cleaning asking you to rate our service. These surveys are very valuable to us and give us a way to address any training opportunities as well as recognize our rockstar employees based on client feedback. Please expect random quality checks to happen in your home by a Cowtown Maids supervisor to make sure you are receiving consistently fantastic service! Most quality checks take place during the final phase of cleaning.
Pets:
We love our clients’ pets! But for their own safety and the safety of our cleaning techs, please put your not-so-friendly or skittish pets in a secure area of the home or garage. Our cleaning technicians cannot clean animal feces, urine, or litter boxes to prevent cross-contamination.
Breakage:
It can happen when you least expect it! Cowtown Maids can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, etc.
Curio cabinets, figurines, glassware, and items of extreme value or sentimental value should be cleaned by the client. If an item is broken by one of our cleaning techs, Cowtown Maids will pay up to $100 per item or replacement cost when the value is verifiable. The client needs to save a broken item for Cowtown Maids to inspect.
We do not clean inside closets, curios, or China cabinets due to the personal nature of the space without specific direction from the client. If you have family heirlooms or very valuable items that you are concerned about during a cleaning, we recommend putting them in your master closet as our cleaning technicians will never go in there.
Prior Damage:
Clients should point out any damage to surfaces during the initial walkthrough and before service begins by calling our office. Cowtown Maids is sometimes called in to correct the damage that was already there or that another cleaning company was responsible. In this case, we may require that the client sign off on a pre-existing surface damage waiver.
In areas of the home with extreme clutter Cowtown Maids reserves the right to skip those areas to avoid damaging items or injuring the cleaning technicians.
Surfaces such as hardwood floors and natural stone should be in good condition, properly sealed, and ready to clean without causing harm to the surfaces when using a neutral pH cleaner.
Cowtown Maids primarily uses non-toxic products that do not stain or warp any surfaces. If you would like us to use your products instead, please understand Cowtown Maids will not be held liable for any damage caused by your products. To prevent damage and for the safety of our cleaning techs bleach is not used routinely. There are occasions when certain areas (specifically showers and toilets) just won’t come clean without the use of stronger chemicals.
Photographs:
If our cleaning technicians come across an area of your home that will require more than normal cleaning methods, extreme buildup, infestations of any kind, any feces or biohazards including mold and mildew, or out of the normal circumstances (such as the condition of the house does not fit the description of the condition of the house you provide when the appointment was made) they are instructed to take before and after pictures. These pictures are used for verification of cleaning and for breach of contract by the client if they do not notify of us the accurate conditions of the home.
Non-Solicitation of employees:
When a client agrees to service and compensates Cowtown Maids for any service the client understands and agrees that they will pay a $2,500 training fee to Cowtown Maids if they engage in a working relationship with any employee of Cowtown Maids during which time Cowtown Maids is providing any service to the client and for 6 months after the client and employee both no longer has a relationship with Cowtown Maids unless the service is contracted through or approved by Cowtown Maids.
Our guarantee:
We want you to be absolutely delighted with the cleaning service! Report any concerns to our office at 817-864-1620 within 24 hours after the service. We will return and re-clean the area(s) of concern at no cost to you.
Vacuum Use Liability Waiver
To prevent cross-contamination and avoid transferring pet dander into a home with allergies, Cowtown Maids will use your vacuum if you have pets. If the client does not own a suitable vacuum, our cleaning techs always have one with them. If your vacuum is not in working order, we will use our own. Our vacuums will be cleaned and disinfected between every house. Cowtown Maids assumes no liability for your vacuum cleaner.
Window Treatments and Blinds Liability Waiver
We only dry dust all types of blinds. If your blinds are older or have excessive build-up, dry dusting does not often do much to clean them. When we are cleaning blinds, we make every attempt to be very gentle while also being thorough but cannot guarantee the results. Sometimes blinds are so dirty that they require a special ultrasonic cleaning that our regular cleaning techs do not perform. Over time the strings in the blinds may become brittle and break. Cowtown Maids does not assume any liability if the strings or blinds break due to age, brittleness, or incorrect installation. We do not hand-wipe any type of blinds. We will only dry dust them.
Scheduling service with Cowtown Maids constitutes your agreeing to and accepting these Customer Guidelines and Terms and Conditions. If you do not accept these Customer Guidelines and Terms and Conditions, please contact our office by phone at 817-864-1620 within 24 hours of scheduling your initial appointment. If it is a weekend or after hours, you must leave a message and we will contact you the next business morning. In the event you do not accept these Customer Guidelines and Terms and Conditions and contact us within 24 hours of scheduling your appointment, you will not be charged for cancellation fees outlined in this agreement.