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F.A.Q.

F.A.Q.

  • Who Cleans My House?

    A. We find that a personal touch in your home is very important. That is why we use the 1 maid per home system. This system assures that your maid will get to know you and your family. We understand that it is the little things that are important, and we make sure they get done by taking the time to take notes on your home, room by room, to make sure that we have all of the information that we need to make cleaning right for your home. The same maid each cleaning, means the same consistent, quality service each and every time.

  • Do you do background checks & thorough screening?

    A. Absolutely. You'd be shocked at who does not pass.

  • Are you insured and bonded?

    A. Yes! Your safety and protection is top priority.

  • What day and time will you show up to clean?

    A. You get to pick your day and time. We clean Monday through Friday (and weekends on special occasions) between 8:00 and 5:00 p.m. You can pick an arrival time of either: 8:00 to 8:30 a.m. or 11:00 to 1:00 p.m. We will try our very best to be there at our scheduled time but please allow up to a 30 minute window period in case of bad weather.

  • What if I'm not satisfied?

    A. Our work is 100% guaranteed. If you are not satisfied we will return within 24 hours and re-clean any unsatisfactory areas. If we cannot satisfy you after the second cleaning a refund will be offered in most instances and the relationship will be permanently terminated.

  • What about my pets?

    A. Golden Maids realizes that pets are family! If you would please advise us if you have pets before we clean, we can be prepared when we arrive at your home. We don't want to upset your pet with the introduction of new people, smells and noises. It has been our experience that pets are better kept away or restricted to allow us to clean your house better with less stress on your pet. For health reasons, our staff does not handle any type of animal or human waste.

  • Do I have to be home during service?

    A. The choice is yours. Most of our clients give us a key and their alarm code. We offer a secure key service where we tag and code keys on an alphanumeric system that does not associate your house key with your identity. Keys are kept in our locked and secured key system and signed in and out by the operations manager on the day of your cleaning. Our employees are carefully screened and trained.

  • Who provides the chemicals & equipment?

    A. We provide all the necessary supplies for the job such as: cleaning solvents, brushes, brooms. For the ultimate in sanitation we recommend to use your vacuum and mop thereby avoiding your home to be exposed to germs and pet dander from other houses, as well the wood floor and polish products to make sure that anything is damaged.

  • Are my things safe with your employees?

    A. We conduct criminal background checks on every prospective employee, we verify job history, and conduct employment verifications. Our outstanding record of quality hiring and our low employee turnover make us one of the safest services worthy of your trust. We rank safety and security at the top of our business priorities.

  • What if something is damaged or broken by a maid?

    A. We ask that you put away any fragile items and other valuables. For example, we recommend you personally clean such items as wedding glasses, china, gift items, etc. We do our very best to not break or damage our client's belongings, but accidents do happen. In the event that our staff should break or damage an item, please notify our office within 24 hours. Golden Maids is not responsible for damage due to faulty and/or improper use or installation of any item. All surfaces (i.e., marble, granite) are assumed sealed and ready to be cleaned without causing them harm.

  • What if I have to skip or cancel my service?

    A. Give us 24 business hours notice of your change in plans and we will promptly reschedule or cancel your service.

  • What if I need some extra tasks or services?

    A. As you may know, your maid is responsible for cleaning several houses each working day. While we will be happy to accommodate special requests you may have from time to time (such as cleaning the oven, inside the refrigerator, and washing windows), it will be easier to accommodate your wishes if you provide us with advance notice. Call the office 48h in advance and make the arrangements. Keep in mind that you will normally be expected to pay a little extra for work that is not normally included. That is only fair, after all.

  • Do I have to tip your employees?

    A. No, it's not expected, but it is greatly appreciated for work well done.

  • Do I have to do anything before the cleaning?

    A. In order to give you the greatest value, we ask you to take a few minutes the night before to pick up extraneous clothing, important documents, toys and other personal household items.

  • What are your Prices?

    A. We individualize cleaning services according to you and your home. The price is based on many factors - the size of your home (square footage), frequency for cleaning, pets, clutter, any specialized needs. When do I pay for the service? At the time of service.

  • Do you take credit cards?

    A. Yes, for your convenience we accept: VISA, MASTERCARD, and AMEX.

  • Does Golden Maids offer referral discounts?

    A. Yes, if you refer a friend or neighbor you will get 1h free for your next cleaning. If they sign up for regular service, your next cleaning is totally FREE.

Company's Policy

Golden Maids is a professional residential house cleaning company which builds a reputation on quality and reliability.
Our philosophy: each customer DESERVES an Award Winning Cleaning Experience. We focus on your house while you focus on your free time, allowing you to enjoy a clean home without lifting a finger; spend more time with pleasant activities, your loved ones, family and friends.

Concept: We find that a personal touch in your home is very important. That is why we use the 1 maid per home system. This system assures that your maid will get to know you and your family. We understand that it is the little things that are important, and we make sure they get done by taking the time to take notes on your home, room by room, to make sure that we have all of the information that we need to make cleaning right for your home. The same maid each cleaning, means the same consistent, quality service each and every time.

Equipment and supplies: We provide our own cleaning supplies. For sanitary measures we recommend to use the customer's vacuum and mop, the hardwood floor and polish products, to avoid any damages.

Frequency: We design a cleaning plan built on your specific needs on the weekly, biweekly basis or occasionally. In addition to recurring service, we are ready to perform 5 star services for Spring cleaning, special events or last minute cleaning.

Payment: We require full payment on the day of cleaning through Visa, Master Card or Amex, barter or e-mail transfer, the credit cards details being offered ahead of time. For future cleanings, we require you to fill out a credit card pre-authorization form to process the payments going forward.

Scheduling: The appointment is booked in accordance with the availabilities of both sides Golden Maids and the customer from Monday through Friday (occasionally on weekends) between 8:00 a.m. and 5:00 p.m. We will try our very best to be there at our scheduled time, but at times extenuating circumstances may cause the arrival at a different time during the day. In rare cases, the maid may not be able to visit on that day. The cleaning day is rescheduled immediately. If your scheduled cleaning coincides with a holiday, we will contact you to reschedule another time slot.

Rescheduling: If you need to reschedule or skip a cleaning you must notify the office at least 2 business days prior to your cleaning day. If we receive less notice, you will be charged a late cancellation fee equal to $50. Keys: Please make sure your home is accessible to us. Most of our customers provide us with a key. If we are unable to gain access to your home on the schedule cleaning day, you will be charged a lockout fee equal to $50. If the maid has to wait for you to arrive at the beginning or end of the cleaning (in the event that you are opening and locking the door for her), our hourly rate applies (rounded to the nearest hour).

Extra work: Our maids are instructed to follow the work requirements listed in your service agreement. To accommodate special requests, please call the office at least 48 hrs in advance to schedule your additional needs. Charges: The final bill depends on the time spent cleaning your home. However we have a 3 hours minimum for ongoing service. The hourly rate depends on the frequency of the cleaning.

Guarantee: Our work is 100% guaranteed. If you are not satisfied we will return within 24 hours and re-clean any unsatisfactory areas. If the re-cleaning cannot satisfy you a refund will be offered in most instances and the relationship will be permanently terminated.

Breakables, Delicates, Confidential Information and Valuables: We ask that you put away any fragile items and other valuables. We recommend you personally clean such items as wedding glasses, china, gift items, etc. We do our very best to not break or damage our client's belongings, but accidents do happen. In the event that our staff should break or damage an item, please notify our office within 24 hours. Golden Maids is not responsible for damage due to faulty and/or improper use or installation of any item, incomplete installation and finishing of floors and countertops, tiles and other finishes and fixtures within your home. All surfaces (i.e., marble, granite) are assumed sealed and ready to be cleaned without causing them harm.

By sending you this contract, we have officially provided you with a notification to conceal all valuable objects before our arrival. By leaving out objects or not overtly indicating the objects you do not wish to clean, you are giving Golden Maids employees the permission to clean the objects and the objects are subject to the risks associated with cleaning them.

Limitations: We do not climb higher than a 2-step ladder. Higher items will only be dusted with an extension duster. We cannot move furniture, but we will try to reach visible places either by hand or with an extension duster. Most homes have at least one chandelier or vaulted ceiling fan that we cannot reach by hand. We do not clean inside curios, china cabinets nor clear off wet bar shelves. We do not clean ceilings, refinishing hardwood or grout, exterior windows (unless we can access them through balcony), in a home with a contagious illness, moving objects weighing over 20 lbs, cleaning up mold, bed bugs nor pest infestations. In the event that any of these issues do exist, we would suggest you to call in a professional to handle such areas. It is your responsibility to alert Golden Maids if any of these issues exist - employees do have the right to refuse any work which they are uncomfortable doing.

Thank you for abiding by these policies!