Before We Arrive

  1. Please Ensure Accurate Booking on Your End

Our professionals are great at what they do! However, everyone’s idea of ‘messy’ is different and some jobs may take a longer or shorter time to complete. We rely on you – our customer – to accurately schedule your appointment based on the state of your homes. If the services you booked do not correspond with the condition of your home, we may have to work with you in adjusting the pricing upon arrival.

  1. Please Provide at Least 24 Hours Cancellation Notice

Life happens – we understand! However, when customers cancel abruptly or within an unreasonable time frame it causes us to incur additional labor costs which in turn affects our pricing. We kindly request that all cancellations are made 24 hours in advance. If a cancellation is made after the 24hr mark, Phenom Maids reserves the right to assess a $70.00 cancellation fee.

  1. Please Contain Large, Rambunctious or Noisy Pets

While we love all kind of pets, please be sure to gently room-off any large, rambunctious or noisy pets in a space not being cleaned. Doing so allows our professional cleaners to focus on cleaning more efficiently and delivering you the best results without distractions.

  1. Please Clear the Way of Clothing and Clutter

‘Pre-cleaning’ may sound like a misnomer but in the case of having residential house cleaning and maid services, it simply means kindly picking up items that would otherwise slow the cleaners down. When your home is clear of clutter, our cleaners can focus on the real dirt and grime lurking in your house!

  1. Tipping is Not Required But Encouraged

Nothing says ‘Great Job’ and ‘Thank You’ more than a small token of appreciation. We encourage tipping your cleaners if you feel they did a great job – and they appreciate it too! If you do choose to tip your cleaners you can do so when booking your service, or simply tipping in cash. Tips are 100% at your discretion so please do not feel obligated to do so.

  1. Payment Options

We accept payment via credit card – Visa, MasterCard, Discover and American Express. A hold will be placed on your account, for authorization purposes, in the amount of your total balance the day PRIOR to your scheduled cleaning service. If the hold is rejected, we will need to postpone service until payment is sorted out. If your service is cancelled for any reason, this hold will drop off within 2-5 days. THIS HOLD IS NOT A CHARGE. Charging is completed the day of your appointment and you will receive an invoice via email once this occurs.

 

While we strive to do everything we can, there are some services that we simply cannot offer due to time constraints as well as liability and insurance requirements. These include, but are not limited to:

  • Washing or Folding Laundry
  • Shopping & Errands
  • Picking Up, Moving or Removing Excess Clutter/Trash.
  • Exterior Window Cleaning
  • Cleaning High Reaching Windows Over 7ft tall
  • Heavy Lifting items 25 lbs or more (Insurance Requirements)
  • Cleaning Bodily fluids, mold, toys, pet waste, or other bio-hazards (we do clean minor areas in bathrooms)
  • Step Higher than 3 steps on a ladder (Insurance Requirements)