Service Policies

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Maine Residential Cleaners accepts only credit and debit cards as payment methods. At the time of booking, your card information will be collected; however, no charges will be processed at that moment. A hold will be placed on your account for authorization purposes one (1) day before your scheduled service, reflecting the total balance due. Please note that this hold is not a charge. Your card will be charged only after the service has been completed, and you will receive an invoice via email confirming the transaction. Unless specified otherwise, payment information must be gathered and authorized from all customers prior to the start of the job. While adhering to our cancellation policy as provided below, customers may cancel their appointment fo any reason, this hold will be released within 2-5 business days. The charge is for the amount of work hours reserved for you for this job and not for any specific outcome. In the event that the Service Provider or Service Providers complete the job in less time than the maximum reserved, which may sometimes be possible, the charge will remain the same and will not be adjusted (since this time block has been reserved for your job). There are no refunds. Maine Residential Cleaners does not issue refunds under any circumstances.

Please note that a fee of $25 will be charged for each chargeback, dispute, or payment reversal initiated by the customer. We encourage open communication to resolve any issues before proceeding with a chargeback.

The Service Provider or Service Providers, will do the best possible job they can to arrive on time, however we ask that customers please allow a 1-2 hour window to account for traffic, transportation issues, and any other surprises along the way.

For our Move-Out Cleaning service, we kindly request that all furniture and personal belongings be removed from the area prior to our arrival. To ensure we can provide the best possible service, we also ask that customers refrain from scheduling any moving activities during the cleaning appointment.

Additionally, if you would like us to clean around or underneath any large appliances, please ensure they are moved beforehand. For liability reasons, our cleaning team is unable to move such items.

Maine Residential Cleaners takes pride in our 100% Satisfaction Guarantee. If you’re not satisfied, we’re not happy! After your service, we request that you conduct a mandatory inspection with your Service Provider. Should you find any areas that do not meet your expectations, our team will gladly re-clean those spots at no additional cost, provided this request is made at the time of service.

Important Note: Please inspect carefully—once you complete the walkthrough, our services will be considered complete, and any additional cleaning requests will incur extra charges. If you are unable to perform the inspection due to not being home, or if you choose not to, our 100% Satisfaction Guarantee will be rendered null and void.

All cleaning times and schedules are the responsibility of the customer. In the event the customer needs to cancel or reschedule a scheduled cleaning appointment, twenty-four (24) hour notice prior to the customer's scheduled start time is required. Notice must be given in writing (via email). Should a customer fail to give less than a twenty-four (24) hour notice on any occasion, the customer must pay 25% of the fee for the scheduled cleaning appointment. Should the customer fail to give less than a six (6) hour notice prior to the customer’s scheduled start time, the customer must pay 50% of the fee for the scheduled cleaning appointment. If our Service Provider or Service Providers arrive during the scheduled cleaning day and time, and he/she/they turned away for ANY reason, or can not gain entrance for ANY reason, the customer would still be liable to pay the full amount of the agreed upon cleaning fee. The Company’s Agreement with the Service Provider or Service Providers specifies he/she/they will still be paid in full for that scheduled cleaning service regardless if they cannot gain entrance or are turned away. 

At Maine Residential Cleaners, we consider how clean the space is and the typical size of the rooms when setting  our prices. If your home requires extra cleaning or is larger than average, we will discuss any changes to the pricing with you before the service begins. The Service Provider or Service Providers, will do the best possible job they can in the time they have available. Since the condition and size of each home will vary, it is possible that the Service Provider or Service Providers may not be able to complete the job in the time available. In such a case additional time may be required at an additional charge. Maine Residential Cleaners will always let a customer know in advance of completion if the Service Provider will go over the maximum hours allotted for their job.  

If we are specifically requested to dust/clean inside of a hutch/china cabinet, dust any computer/electronic equipment or hand wash dishes, the customer agrees to not hold the Company or any Service Provider responsible for damage to any article or component. The Service Provider or Service Providers, do not answer the telephone or doorbell. The Company is not responsible for damage caused by pets or children. The Company is not responsible for damage due to faulty and/or improper installation of any item. Examples would be: broken or improperly installed blinds, tiles, curtain rods, shelves, loose carpet etc. All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed sealed and ready to clean without causing harm. The Service Provider is not responsible for cleaning up body fluids or secretions and litter boxes. If your pet has an accident or vomits, it will be your responsibility to clean it up. Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If roaches, fleas, rodents or any other infestation are encountered, we will not clean and contact you ASAP regarding the problem; in this case you would still be liable to pay the agreed upon cleaning fee. The Service Provider is not expected to climb higher than a step stool, work on the outside of our home, move furniture that contains electronics, lift any objects over 20 pounds; however there might be times when you want to move furniture, (e.g. beds, large chairs, etc.) and in these cases he/she/ they are not responsible for their breakage due to old or faulty manufacturing. The Service Provider does not provide any pet or children-related services, or empty diaper pails. The Service Provider will not pull out any appliances (for example a stove, fridge, washer/dryer) for you due to the possibility of causing floor damage (unless you hold us blameless for any damage), however if you have these appliances moved out yourself the Service Provider would be more than happy to clean behind them.