Professional house cleaning services, Office cleaning work, End of Tenancy
Policies and Acknowledgement
Data Protection and Privacy
Maid Easy Cleaners is committed to protecting the privacy and personal data of all clients. Any information provided to us is handled in accordance with applicable data protection laws and used solely for the purpose of delivering our services.
For full details on how your data is collected, stored, and used, please refer to our full Data Protection Policy.
Maid Easy Cleaners – Damage or Loss Policy
At Maid Easy Cleaners, we are committed to delivering exceptional cleaning services with the highest standard of care and professionalism. While every effort is made to protect our clients' property, we understand that accidents may occasionally occur. This Damage or Loss Policy outlines our procedures and responsibilities in the event of such incidents, while ensuring transparency and fairness for both parties.
Responsibility for Damages or Loss
Maid Easy Cleaners accepts responsibility for any verified damages or losses directly caused by our staff during the course of their cleaning duties. If damage is confirmed following an internal investigation, we will, at our discretion, repair, replace, or compensate the client for the item, up to the current market value.
Incident Reporting and Claims Process
Immediate Reporting by Staff
Should any damage or breakage occur during service, our cleaning team is required to report the incident to the client immediately and provide preliminary details on-site or via phone/email.
Client-Discovered Damage
If a client identifies damage or loss following a cleaning visit, it must be reported to Maid Easy Cleaners within 48 hours of service completion. Reports should be sent to mymaideasy@gmail.com and must include:
- A written description of the issue
- Photographic evidence of the damage or loss
- Date and time of the service
- Details of the area or item affected
Investigation Process
Upon receipt of the client’s report, a formal investigation will be initiated within 5 business days. This includes:
- Statements from the cleaning personnel involved
- Review of the evidence submitted by the client
- On-site inspection if necessary
- Review of internal checklists, photos (if taken during job), and incident logs
Resolution and Compensation
If the investigation confirms that damage or loss was a result of our negligence or error, we will offer a resolution within 7 business days of completing the investigation. Remedies may include:
- Professional repair of the item
- Replacement of the item with one of similar make, model, or market value
- Financial compensation (not exceeding the item’s current value)
Maid Easy Cleaners reserves the right to determine the most appropriate remedy based on the circumstances.
Reporting Deadline and Limitations
Failure to report any damages or losses within the 48-hour window may render the client ineligible for compensation. No claims will be considered outside of this time frame.
Exclusions and Limitations
Maid Easy Cleaners shall not be held liable for:
- Pre-existing damage, wear and tear, or defects
- Items not securely fixed or installed (e.g., loose shelves, unstable furniture)
- Fragile or irreplaceable items not disclosed prior to service
- Damages resulting from improper item care instructions not provided in writing by the client
- Pet-related incidents (unless directly caused by staff actions)
Clients are encouraged to secure or relocate high-value, fragile, or sentimental items before service.
Record-Keeping and Compliance
All incident reports, including staff and client statements, photographic evidence, and investigation outcomes, are documented and securely stored in our internal system for quality assurance and risk management purposes.
Booking and Cancellation Policy
At Maid Easy Cleaners, we value your time and strive to deliver flexible, reliable cleaning services tailored to your schedule. To maintain a high standard of service for all clients, we have established the following booking and cancellation policies. Clients are required to review and adhere to the terms outlined below, as well as those detailed in their Client Agreement and Information Form.
Advance Booking Requirement
To ensure service availability and optimal scheduling, clients are strongly encouraged to book appointments at least 24 hours in advance. While we will make every effort to accommodate same-day or emergency bookings, they are subject to staff availability and may incur additional charges.
Out-of-Hours Appointments
Maid Easy Cleaners may accommodate requests for services outside regular business hours, including evenings and weekends. These appointments must be arranged in advance and may be subject to additional fees. Please refer to your Client Agreement for specific terms.
Cancellation & Termination Notice
- Cancellations: Clients must provide a minimum of 48 hours' notice to cancel a scheduled service. All cancellations are subject to a cancellation fee of 50% of the scheduled service rate,
- Contract Termination: Clients receiving recurring or contract-based services should refer to their Client Agreement form for termination terms. written notice will be required to terminate the agreement. Shorter notice may result in continued billing or service obligations as outlined in the agreement.
Late Cancellation Fees
All cancellations will incur a cancellation fee of 50% of the scheduled service rate. This fee covers staff scheduling and administrative costs.
Company-Initiated Cancellations
Maid Easy Cleaners reserves the right to cancel or reschedule a service with notice due to unforeseen circumstances, such as staff illness, emergencies, or inclement weather. While we strive to provide at least 24 hours’ notice, shorter notice may be necessary in exceptional situations. We will always aim to reschedule the service at a mutually convenient time.
Rescheduling Services
If a booking is cancelled by Maid Easy Cleaners, we will offer alternative dates and times to reschedule the missed service at no additional cost to the client.
Non-Refundable Booking Policy
All service bookings are non-refundable. However, if a client is dissatisfied with the service provided, they must submit a formal complaint within 24 hours of service completion. Please include supporting details and photos (if applicable) by email to mymaideasy@gmail.com.
Service Recovery Commitment
In the event of a substantiated complaint, Maid Easy Cleaners is committed to resolving the issue promptly. Remedies may include:
- A complimentary re-clean of the affected area
- Assignment of a replacement cleaner for future visits
- Other corrective action as deemed appropriate by management
For full details of your service terms, cancellation conditions, and payment obligations, please refer to your Client Agreement and Information Form. This document forms the basis of your contractual relationship with Maid Easy Cleaners and should be reviewed carefully before confirming any service.
Complaints Procedure and Confidentiality
At Maid Easy Cleaners, we are committed to delivering exceptional service and addressing any concerns in a fair, timely, and respectful manner. We recognise that feedback, including complaints, is essential to improving our services and maintaining client trust.
Confidentiality of Complaints
All complaints are treated with the strictest confidentiality. Whether related to service quality, damages, staff conduct, or any other matter, client information will only be shared internally with team members directly involved in the resolution process. No details will be disclosed to third parties without the client’s explicit consent, unless required by law.
Policies and Acknowledgement
Policies and Acknowledgement
Policies and Acknowledgement
Payment Terms
Payment terms are determined based on the specific booking and agreement made with each individual client. Please refer to your Client Information and Agreement Form for details regarding your payment schedule, accepted payment methods, and any applicable late fees or cancellation policies.
If you have any questions regarding your payment terms, feel free to contact us at mymaideasy@gmail.com for clarification.
Client Satisfaction and Operational Limitations
Commitment to Service Excellence
At Maid Easy Cleaners, we are committed to delivering cleaning services that meet the highest standards of professionalism, consistency, and care. Client satisfaction is our top priority, and we strive to exceed expectations with every visit. We welcome constructive feedback and are committed to resolving concerns promptly and fairly, in line with our complaints procedure.
Operational Limitations
While we aim to accommodate all client needs, certain limitations may impact our ability to perform services effectively and safely. Cleaning services may not be carried out in the following circumstances:
- Absence of essential utilities (e.g., electricity, hot water, or running water)
- Unsafe, unsanitary, or hazardous working conditions (e.g., presence of bio hazards, pests, or structural hazards)
- Use of client-provided equipment that is non-functional, unsafe, or unfamiliar to our team
- Properties that are in breach of health and safety standards, or where access is obstructed
In such cases, the cleaner may be instructed to terminate or decline the service, and the client may still be charged as outlined below.
Inability to Access the Property
If our cleaning staff arrive at a scheduled appointment but are unable to access the property or perform the service due to circumstances beyond our control, including but not limited to:
- No one present to grant entry
- Incorrect or missing access instructions
- Locked or otherwise inaccessible premises
- Lack of essential utilities (electricity/water) on arrival
Then 50% of the full service fee will be charged to cover the cleaner’s time and travel costs. Clients are responsible for ensuring that the property is accessible and suitable for cleaning at the agreed appointment time.
Health and Safety Policy
To protect both our clients and staff, Maid Easy Cleaners reserves the right to decline or suspend services in any environment that poses a health or safety risk. Our team is trained to identify and report such risks, and services will not resume until the issue is resolved or deemed safe by management.
Please ensure your property is ready for cleaning at the scheduled time and that all necessary utilities and access details have been provided. These measures help us deliver a smooth and successful service experience.
For full details on Health and Safety please refer to our full Health and Safety Policy.
Policies and Acknowledgement
Policies and Acknowledgement
Submitting a Complaint
Clients who wish to raise a concern must submit their complaint in writing to mymaideasy@gmail.com. To ensure a prompt and thorough investigation, please include the following information:
- Full name and contact details
- Date and time of the service in question
- Description of the issue
- Any supporting documentation (e.g., photographs, receipts, or other relevant evidence)
Incomplete submissions may delay the resolution process.
Response Time and Resolution
We aim to acknowledge all written complaints within 2 business days and provide a full response within 5 business days of receipt. In cases where further investigation is required, clients will be informed of any delays and provided with regular updates until a resolution is reached.
Commitment to Fair Resolution
All complaints are reviewed objectively and handled in accordance with our internal policies. If a complaint is upheld, Maid Easy Cleaners will take appropriate corrective action, which may include a re-clean, staff retraining, compensation, or other remedies deemed suitable by management.
For any concerns not covered above, or to follow up on a submitted complaint, please contact our customer support team at mymaideasy@gmail.com.
Agreement and Acknowledgement
By booking our services, the client acknowledges and agrees to the terms outlined in these Policies. These policies are subject to periodic review and may be updated to ensure continued fairness and legal compliance.