Cleaning Service Policies

1. Quotes and appointment confirmation

Website and ZenMaid prices are preliminary estimates based on the information supplied by the customer. Final pricing and availability are confirmed before service. Submitting a quote request does not automatically reserve or confirm an appointment.

2. Payment

Payment is due upon receipt unless another arrangement has been confirmed in writing. Additional approved work may be added to the final invoice. Payment instructions will be provided through the approved invoicing or payment system.

3. Cancellations and rescheduling

Customers should provide at least 24 hours' notice when canceling or rescheduling. A late-cancellation or lockout fee may apply if proper notice is not provided. Any applicable fee will be disclosed to the customer before the appointment is confirmed.

4. Property access

The customer is responsible for providing safe and timely access to the property. If the cleaner cannot enter using the approved access instructions, the visit may need to be canceled or rescheduled and a lockout fee may apply.

5. Home condition and accurate quotes

Customers should accurately describe the home's size, condition, number of rooms, pets, clutter, buildup, and requested services. Heavy buildup, excessive pet hair, excessive dishes, significant clutter, or conditions not disclosed in advance may require additional time, an adjusted price, or rescheduling. No additional charge is added without communicating with the customer first.

6. Preparing for service

Before your appointment, please:

• Pick up clothing, toys, and personal belongings when possible
• Clear counters and floors that need cleaning
• Secure important documents, cash, jewelry, medication, and fragile valuables
• Provide functioning water and electricity
• Provide access instructions before the appointment
• Identify delicate surfaces or items requiring special care

7. Pets

Pets must be safely secured when necessary. Customers should disclose pets, entry instructions, and any behavioral or safety concerns before service. Monique's Cleaning Services LLC is not responsible for an unsecured pet leaving the property.

8. Safety and service limitations

For safety reasons, regular cleaning does not include:

• Blood, bodily fluids, needles, or other biohazards
• Active pest infestations
• Mold remediation
• Hoarding remediation
• Hazardous chemicals or unknown substances
• Animal or human waste beyond ordinary household cleaning
• Lifting or moving excessively heavy furniture
• Exterior work or unsafe-height work
• Work requiring specialty licensing or restoration services

If an unsafe or undisclosed condition is found, service may be paused and the customer contacted.

9. Fragile items and damage

Customers should identify fragile, damaged, loose, irreplaceable, or high-value items before service. Any concern involving possible damage should be reported within 24 hours, with photographs when available, so it can be reviewed promptly.

10. Satisfaction concerns

If you believe an approved area was missed, contact us within 24 hours and provide details or photographs when possible. We ask for a reasonable opportunity to review and correct the concern.

11. Photos

Before-and-after photographs are only taken or used for marketing with customer permission. We do not display names, addresses, family photos, documents, or identifying information.

12. Recurring service

Recurring prices are based on the approved frequency and normal maintenance condition. Long gaps, skipped visits, added rooms, condition changes, or additional requested work may require updated pricing.

13. Parking and travel

Customers should disclose paid parking, restricted access, elevators, stairs, security procedures, or unusually long walking distances before service. Any additional travel, parking, or access charges are communicated before the appointment is confirmed.

Questions

Email mpcleans407@gmail.com or call 407-300-0160. See also our Terms of Service and Privacy Policy.