01. Can I trust you to secure my keys?
02. What if we have an alarm system?
03. What if we need to cancel or change the service appointment at any time?
04. Can I cancel my service at any time?
05. Can I have the maids complete the other Plus Services when I need them?
06. Can I just tell my maid what changes to the schedule may be required or extra duties may be required?
07. Will the maids arrive at the exact same time every visit?
08. When do I pay for the service?
09. Will you give a refund if we are not satisfied?
10. Can I tip my maid?
11. Can I hire my maid?
12. Do I have to concern myself with Employee Safety and Security?
13. What if I want to have the appliances or furniture moved for cleaning?
14. Will Maidplus follow up on the job the maids do?
15. What kind of people do you hire for your maids?
16. How will I know that the person at the door is an employee of Maidsplus?
17. What kind of Cleaning products do you use?
18. What if I have allergies?

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1. Can I trust you to secure my keys?

Most of our customers will leave a copy of their key at the Maidsplus office where we apply appropriate safeguards to protect your security and privacy. The keys are coded with the list stored separate from the keys and the keys locked away in a secure cabinet.
The managers access the key safe daily prior to your visit and return it the same evening.
In the event a key needs to be returned to you we will only return the key to the homeowner who has picture identification. As another point to consider if you have been locked out of your home and it is within our office hours we may be able to save you significant lock out charges by providing you access to your key.

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2. What if we have an alarm system?

Alarm codes and procedures are also kept on file in a secure file in our office. As long as the procedures for deactivating and setting the alarm are simple we will have our service providers trained I its use. If however the system is a complicated one we ask that the alarm is left off prior and after our visit. There are many types of systems and our service providers cannot hope to know how to operate each type so there will be situations where accidents occur. We will not pay for any cost incurred by our Customers from the accidental activation of the alarm or the consequences as a result.

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3. What if we need to cancel or change the service appointment at any time?

We understand that things do come up from time to time and so we will work with you where we can to either reschedule an appointment or redirect staff to other Customers. Our Employees are provided their schedules a week in advance and adjustments can be made as long as we receive notice 24 hours ahead. If we receive less than 24 hours notice or we are unable to access your home we will charge a $75.00 notice/lock out fee.

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4. Can I cancel my service at any time?

Yes with 24 hours notice you can cancel your service without charge or hassle. You will not receive any accrued or partial credit or benefit from your Maids Miles program or any other incentive or promotion tied to frequency or number of visits if you cancel early but you will not be charged for services not provided. Our contract with you is simply what we are going to clean, the charge and/or terms of service such as payment, hiring our employees and other administrative items. Commercial contracts do have penalties for early cancellation but residential cleaning does not.

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5. Can I have the maids complete the other Plus Services when I need them?

Many of our Plus Services are completed by service providers that are trained and equipped for those services. You will need to notify the Maidsplus office as to what services are required and approximately when and we will arrange for a suitable time with the appropriately trained staff. Exterior windows, Christmas lights and cleaning gutters or eaves troughs requires ladders and training different from pet sitting services or furnace cleaning.

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6. Can I just tell my maid what changes to the schedule may be required or extra duties may be required?

We encourage our service providers to point out and recommend other services you may need from time to time such as carpet shampooing, furnace cleaning, window washing, pet sitting etc. We will however need to verify and confirm all such requests with the office manager for scheduling and billing purposes. In all cases of special requests and/or changes to your service we ask that you contact the office so that there is no miscommunication with your service provider. The service provider may want to deliver excellent service and/or over promise in the delivery of some added services and may be unaware of other appointments or scheduling conflicts that may come up.

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7. Will the maids arrive at the exact same time every visit?

No the maids generally will arrive within a two hour window of the appointment time. There are many things that come up including a lock out at a previous appointment, a special request to do some extra cleaning that wasn’t anticipated, a mechanical break down or a personal emergency or sickness that could delay a service team or bring them early to your home. If you are waiting for the maids to arrive to let them in this can be a frustrating experience for you and where we can we will try and contact you. We do recommend that you leave a key with the Maidsplus office near you to reduce the inconvenience to you. After all we are doing the cleaning to free you up to do other things and waiting around we’re sure isn’t one of those things.

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8. When do I pay for the service?

All services are paid for at the time of the cleaning by either, VISA, M/C, cheque, cash or gift certificate. One time cleanings require a credit card prior to providing service. We recommend that our Customers leave their credit card and authorization on file at the Maidsplus office so that payment is a made simpler to all. In the event that payment is not left at the time of cleaning and where prearrangements have not been made, there will be a $25.00 administration fee. In the event of an NSF cheque there is a $25.00 administration charge applied to the account.

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9. Will you give a refund if we are not satisfied?

Your satisfaction guaranteed policy allows for a return visit to fix any areas that were not cleaned to your satisfaction or were missed, that form part of the checklist or agreed on list of services. We will send your service provider back to your home so they will develop an awareness and appreciation for your priorities, special needs and/or expectations. If you are still not satisfied our office manager will visit to determine how best to meet the Customers needs for the current and future cleaning.

We pledge to earn your trust by working hard to satisfy your needs and meet or exceed your expectations. We also know our service providers are human and make mistakes or overlook items occasionally or we failed to accurately describe the services we were to provide. Please allow us the opportunity to fix problems as they arise to leave you satisfied with the quality and value you are receiving.

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10. Can I tip my maid?

We want you to tell us when we don’t satisfy you. When you are pleased with our service and the work we have completed a tip is a powerful way of stating your satisfaction. All tips go directly to your cleaning team. A monetary thank you isn’t required or appropriate in all situations and sometimes a note can go a long way to thanking your service providers for a job well done.

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11. Can I hire my maid?

This is a tough issue and one we have to deal with from time to time. It certainly is an indication that you are pleased with our service and the training we have provided if you wish to employ our service providers directly. It does however cause financial and Customer service hardships when we lose our service providers and we find it necessary to charge our customers who engage our current or former service providers directly a fee to cover the expense of training and loss of business. The fee is $2,000. and must be paid within 30 days of retaining the services of any current or former Maidsplus service provider who has left the employ of Maidsplus within one year.

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12. Do I have to concern myself with Employee Safety and Security?

Our service providers are trained to only complete the assigned duties if they feel they can do so without injury to themselves or others. Injuries can be from lifting, falling off ladders, strains, chemicals or those brought about by unexpected criminal or animal attacks. If a service provider feels that a situation may be dangerous or cause risk they will not complete the assignment but will document the situation and bring it to the attention of Maidsplus and/or the homeowner. Our service providers are also covered under the Workers Safety and Insurance Board for any injuries they sustain while working. It is in everyone’s best interest however to point out potentially dangerous and harmful situations.

Our service providers are trained in our chemicals and cleaning materials. There is an MSDS sheet in each service provider’s tote in the event of an accident. We ask the homeowner to provide specific requests for use of their own cleaning agents prior to the visit so that we can source safety information and procedures.

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13. What if I want to have the appliances or furniture moved for cleaning?

Our service providers are only required to lift up to 30#’s as part of their job description and training. As such they will not move heavy furniture and/or appliances and we would suggest that if you would like the area behind these items cleaned that they be moved out prior to Maidsplus arriving.

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14. Will Maidplus follow up on the job the maids do?

Each of our teams use a checklist that they sign off and leave with the Customer at the conclusion of the visit. This is our first line of quality control. If you the homeowner is not satisfied with the cleaning in a specific area or in general, just phone the Maidsplus office within 24 hours and we will have the service provider teams re-clean the area of concern. On occasion we will have the owner or office manager visit the home after the Maidsplus team has left to complete an evaluation of the service and the quality of the job. Sometimes as a training tool, incentive program or quality control initiative we will set up our ‘Super sleuth certificates’. These certificates with dollar values attached are left in areas of the home that should be found by the service providers when they do their normal checklist. If they are missed the certificate and credit goes to the homeowner, if they are found the incentive goes to the service provider as thanks for a job well done..

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15. What kind of people do you hire for your maids?

The security of your home and your trust are very important to us and we work hard to earn this trust with every visit and with every service provider that visits your home. We complete a hiring process that includes a police clearance, reference checks and employment background. Although we do not require previous experience in cleaning we do require an aptitude and attitude for delivering outstanding Customer service and working well with other team members. Our maids are bonded and insured for your protection.

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16. How will I know that the person at the door is an employee of Maidsplus?

Each Maidsplus service provider is provided a logoed uniform and a security badge with picture. If at any time you are unsure you can call our office to determine whether they are authorized or you can ask the service provider to produce their security pass.

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17. What kind of Cleaning products do you use?

Maid's Plus prides itself on providing the best service possible, which is why we use the best cleaning products possible. In order to present clients with our "50 point checklist" certified clean, we test dozens of products to find the ones that will give you the highest level of cleanliness in your home or office.

Maid's Plus uses Proctor and Gamble cleaning solutions, as well Mr. Clean products, both of which are respected brands, and will keep your family safe from bacteria, while leaving your home feeling fresh and clean.

All of the products we use have been approved for any type of surface, including marble, granite, and hardwood, as well as more common household surfaces like tile and laminate.

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18. What if I have allergies?

Maid's Plus realizes that some suffer from chemical related allergies, that is why we offer allergy friendly cleaners and solvents that are safe and just as effective as mainstream products. This is a request that needs to be made in advance, so please inform us before we arrive.

If you have any questions about the products Maid's Plus uses, please feel free to contact your service provider.