Frequently asked questions
What time will you arrive?
We clean from 8:30 am until 4:30. While we cannot tell you the exact time of arrival, we can give you an estimated time (generally 30 min to 2 hour window). You may certainly request a service time and we will do our best to schedule service near that time.
What if I need to reschedule?
Please call as soon as you know you have to reschedule.
What happens if something is damaged or broken by a house cleaner?
We make every effort not to break any items, however accidents can happen. If something were to be damaged, the team leader will leave a note explaining the situation. If a note has not been left, notify SusansMaids within 24 hours if damage is discovered. We will make arrangements for reasonable replacement or repair.
What if I forgot SusansMaids was coming?
If you provide a key to your home, there shouldn't be a problem. If SusansMaids is unable to enter your home, you will be charged a $25 lock-out fee.
If I give you a key, how will it be protected?
All keys are marked with code #'s (No names or addresses) on each key and handed out to the team leader on the day of service. Your key is securely stored in our office and only the office manager has access.
Do I need to be home?
No. Many of our customers prefer to give us a key. Others leave a key in a safe place.
Do you wash Dishes or do laundry?
We do not normally do dishes or laundry unfortunately.
Should I tip my cleaners?
Tips at your discretion and though not expected, are always appreciated. If you are pleased with the cleaning, a tip is a powerful way to say, " I appreciate your work :) "
What is your cancelation policy?
We require a 48 hour notice of cancellation
There is NO TERM to this agreement.
Client agrees to pay at the time of service.
Skipping regular weekly or every other week service may cause an adjustment to cleaning fee.
Client will pay $25.00 per check for NSF (Non Sufficient Funds).
SusansMaids reserves the right to reevaluate rates at any time.
We make every effort not to break items, but accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, we request all irreplaceable items not be cleaned by our crew members.
Although SusansMaids takes caution when using any cleaning products SusansMaids is not responsible for damages caused by cleaning products or equipment provided by the client.
SusansMaids will not be held accountable for damages caused by faulty equipment/appliances, improper installation of any item such as light fixtures and/or pictures and wall hangings not secured properly.
SusansMaids is not responsible for cleaning up after pets.
SusansMaids may cancel at any time for any reason.