The terms and conditions that govern your use of MoreHands cleaning services.
MOREHANDS MAID SERVICE is an independent, locally owned, and operated cleaning company. Our employees are fully bonded and insured. We carry liability and workman’s compensation insurance.
It is very important that you contact us if you have questions or concerns about your cleaning service. We take great pride in our work and will make every reasonable effort to provide you with a highly professional cleaning service. Your ongoing feedback helps us provide you with quality service. Please fill out your survey after every visit to help us continually improve the quality of the service you receive.
Our main priority is to clean your home consistently and with the quality you demand, and we have training and systems in place to ensure this. The technicians we send to your home are always MoreHands employees and are extensively trained in our cleaning systems. Any solicitation of MoreHands employees for outside employment is a direct violation of this agreement and our terms of service. In the event you directly hire a MoreHands employee to perform residential cleaning services, you agree to pay MoreHands liquidated damages equal to 6 months’ of the revenue anticipated to be generated by that employee.
Our customer service office is open Monday–Friday, 8 AM to 5 PM, and Saturday 8 AM to 3 PM. We will respond the next business day to voicemails, emails, and text messages sent after hours.
We provide all of the equipment and supplies to clean your home. If you ask us to use any equipment or supplies that are not provided by us, you are responsible for any resulting damages due to the change in equipment or supplies.
Our teams’ work is quality inspected by management on a regular basis. They may enter your home after the team leaves. These inspections ensure the highest quality standards.
Our teams clean from 8 AM to 5 PM. Occasionally they may need to stay past 5 PM to finish the job. We cannot guarantee an exact time for your visit due to the nature of our business and changing schedules. If you need an estimated window of time for a team’s arrival, you may call or email the day before your scheduled visit. No arrival time can ever be guaranteed. We will do our best to accommodate requests, but they are treated as requests only and we have no way to guarantee your exact service time. We do guarantee your day of service and will not change your service date without your prior approval.
We ask that you provide us with a clutter-free environment. If that is not the case, we may not be able to clean your home in the allotted time, or extra charges may be applied if you approve. We also reserve the right, in our sole discretion, to decline to clean your home if it is out of the scope of services that we provide.
Insurance and safety issues prohibit our teams from moving heavy objects or standing on furniture. We also prohibit our staff from handling any biohazards, including pet or human fluids, rodent feces, mold, etc. We also are only able to use up to a 2-step ladder in your home to clean. That does limit our ability to clean some spaces, but we have extension poles that help us reach most places in your home.
If your home has a security alarm, please ensure that it is turned off on the day of your scheduled cleaning. You may also provide us with the code and steps necessary to turn off your alarm. We will reset the alarm when we leave. However, we will not be held responsible for alarms set off by mistake.
If you have pets, please secure them and pick up after them. For sanitary and safety issues our teams are not permitted to clean flea-infested homes or pick up animal excrement. We will not clean if our team members feel they are in danger due to your dog or other animals.
There may be times when the weather makes it unsafe for us to travel and carry equipment and supplies to your home. Driveways must be clear and accessible. Holidays may necessitate a schedule change. These will be the only reasons that we do not complete a clean on your scheduled day. We appreciate your understanding in these circumstances.
You may see a pre-authorization in your account the day before your cleaning, and your payment will be processed the day after your home is left sparkling clean. The final charge is processed after the service is complete. Pre-authorization helps us plan and allocate resources efficiently, ensuring a seamless experience for every client. It also identifies inactive or invalid accounts ahead of time, freeing up availability for clients ready to enjoy our services.
You will be responsible for sales tax and a 3% credit card surcharge, which will be included in your invoice. You may opt out of the credit card surcharge by providing ACH transfer information through the online MoreHands Customer Portal. Please contact customer service if you need assistance with the opt out process.
To maintain the highest quality service, we periodically review our pricing. If necessary, we may, in our discretion, implement a price increase due to inflation, condition or location of the home, or other factors.
In the event that you reschedule, cancel, or skip a scheduled cleaning you can do so at no charge as long as you do so no later than 11AM one business day before your cleaning (we are closed Sundays). If you skip or cancel after 11AM one business day before your cleaning you will be charged a $75 cancellation fee. If you choose to cancel your recurring service before your second visit, we will charge you $75, to bring your pricing closer to our “one-time” service offering.
Our recurring service visits are discounted based on the frequency of your service. If you cancel or skip a recurring visit and do not reschedule your visit within 5 business days of the originally scheduled date, your next service will be at the next tier frequency price. For example, if you have an upcoming every 2-week visit, and you skip and do not reschedule your visit within 5 business days of the originally scheduled date, your next cleaning will be to the increased 4-week frequency rate. If you skip or reschedule an every 4-week visit and do not reschedule within 5 business days of the originally scheduled date, your next cleaning will be at the increased one-time service rate.
If the team arrives at your home and is unable to enter your home (key or code is not accessible or does not work, double-bolt locks, animals not contained, or the team is turned away at the door) there will be a lockout fee of $75.
Our wash and fold laundry service is offered on a subscription basis. The $30 subscription fee is charged for every visit to your home whether or not you use the laundry service. The $30 subscription fee covers one 50-pound bag of laundry, which is provided by the Company. Additional bags are laundered at the rate of $75 per bag. Your laundry must fit inside the bag provided by the Company and close easily using the drawstring. If the laundry does not easily fit into or overflows out of the bag, you will be charged the $75 fee for an additional bag.
The Company may charge for its services on an hourly rate basis due to the size or condition of your home, or if the home requires move-out, deep cleaning, or other specialized services. Hourly rate customers are charged for a minimum of 1.5 hours even if it takes less than that amount of time to clean your home. At the time you order services provided on an hourly basis, the Company will provide an estimate of the time necessary to clean your home. However, this is an estimate only, and the actual time and cost will be higher or lower depending on the condition of the home and specific services needed.
If you’re not 100% satisfied with our services, reach out to us within 24 hours of your cleaning so that we can find a way to make it right.
We will suspend or terminate service if you have an overdue balance or if you have no valid payment method on file.
In addition to any amounts owed to MoreHands, you agree to be responsible for all reasonable collection and attorney’s fees we incur to bring your account current.
Our relationship may be terminated by either party at any time for any reason. To avoid the cancellation charges described herein, you must terminate no later than 11AM one business day before your next scheduled cleaning.
From time to time items may be broken or damaged while rendering our services. Mistakes happen even with our best efforts. Please remove or store any items that could be easily damaged during the cleaning process to ensure their safety. If anything in your home requires special care such as stainless steel appliances, coated shower glass, flooring that requires special products, Toto Washlet toilets that have a special coating, etc., please let us know before our visit. If you don’t alert us to any such special requirements, we will not be responsible for damage caused by using normal cleaning methods or supplies. If you have any questions about our normal cleaning methods or supplies, please contact us before your visit.
During our cleaning services, MoreHands technicians may take photographs and videos within client residences for training, quality assurance, and customer service purposes. Photographs taken are intended for internal use to enhance training programs, improve customer service, and ensure the highest standards of cleaning. These may be utilized in training materials, internal presentations, and other operational processes. To respect and protect client privacy, photographs will focus solely on service areas or cleaning-related items. By utilizing MoreHands’ services, clients consent to the capture and usage of photographs as described. Access is limited to authorized personnel for the stated internal purposes and are handled with strict confidentiality and professionalism. We will ask for explicit permission to post any of these photos publicly.
These Terms of Service are current as of the date they appear on the MoreHands.com website. MoreHands reserves the right to change these Terms of Service from time to time, with or without notice to you. These changes will be effective as of the date we post the revised version on the site. Your continued use of MoreHands’ services after we have posted the revised Terms of Service constitutes your agreement to be bound by the revised Terms of Service. If at any time you choose not to accept these Terms of Service, you should not use MoreHands’ services.
