What is the Queen of Maids Service Guarantee?

Updated by Josie Paolini

In the rare event the cleaning does not meet your expectations, we will endeavor to do all we can to make it right for you. We have two options available to assist our clients. A 'client' will be defined as the individual listed on the account as the responsible party. Attempts to impersonate, access, or otherwise intrude on a client's account may void this Service Guarantee.

RECLEANS

If your cleaning meets the following criteria, we will gladly send a provider back to your home to address the area(s) which may have been missed during your first service:

  • Photographs - Please take a few photographs of the missed or incomplete tasks. This will be used to provide valuable feedback to the previous team as well as key information to the potential reclean provider(s). This step is critical to substantiating your claim.
  • Time Limit - We must be notified within two (2) business days (including Saturday) of the original service date. Recleans can only be performed if there is a provider available within four (4) business days of the original service date. If one is not available, a refund for missed services will be provided.
  • Minimums/Maximums - Recleans can only be performed for circumstances in which three (3) or more tasks on the original checklist were not completed or at least one (1) entire room was untouched. It moves to a partial refund otherwise. Recleans cannot exceed two (2) hours nor include any requests that were not a part of the original cleaning agreement.
  • Checklist - Our agents will work with you to develop a priority checklist to ensure the missed areas are addressed in your reclean. The provider(s) will work from that checklist and your photography to make sure you are satisfied with the end result. Please note, the provider(s) will operate ONLY from the predetermined checklist. No additional tasks can be added to the list during the actual reclean.

IF YOU WOULD LIKE TO START A RECLEAN OR REFUND PROCESS, PLEASE CLICK HERE.

REFUNDS

If your cleaning meets the following criteria, we will help devise a refund based on the following:

  • Photographs - Please take a few photographs of the missed or incomplete tasks. This will be used to provide valuable feedback to the previous team as well as key information to the potential reclean provider(s). This step is critical to substantiating your claim. If you cannot produce photos, any potential refund will be limited to no more than $50.
  • Time Limit - We must be notified within two (2) business days (including Saturday) of the original service date.
  • Refund Schedule - All refunds will be calculated using our itemized refund schedule based on the photographic evidence provided by the client.

DAMAGES

If you suspect the provider was responsible for damages to any items or surfaces within the home, please do the following:

  • Contact Queen of Maids with Photographs of the Issues - Please take a few photographs of the damage and send it to contact@queenofmaids.com. We will work with you to determine the best course of action.
  • Move-In/Move-Out Cleanings - If you have had a move-in/move-out cleaning, it is your responsibility to schedule an inspection or walkthrough of the space directly following the provider completing the work. You should plan your cleaning with enough time to factor this in prior to turning over keys and/or access.
  • Time Limit - We must be notified within two (2) business days (including Saturday) of the original service date.
    • We cannot be held liable for damage claims where another contractor, mover, cleaner, service provider, landlord/agent, etc. has accessed the property to potentially alter its state.
  • We understand that unexpected incidents can occur, leading to potential damage. We are committed to addressing these situations promptly and fairly. However, please be aware of the following important points concerning damage claims:
    1. Nature of Damage Assessment: Depending on the nature and extent of the damage, we may require insurance inspections to accurately assess the issue. This step is crucial in determining the appropriate course of action.
    2. Fair-Market Value after Depreciation: In cases where damage is established, we will work with relevant parties to determine the fair-market value of the affected items, accounting for any depreciation. This valuation will guide our resolution process.
    3. Insurance Processing: Damage reports may be referred to either Queen of Maids' insurance or the provider's insurance companies, as applicable. This ensures a transparent and efficient claims processing procedure.
    4. Preference for Repairs: Whenever possible, we prioritize seeking repairs over outright replacements. This approach aligns with our commitment to sustainable and responsible solutions.
    Please keep in mind that our aim is to facilitate a smooth and fair resolution to any damage claims that may arise. We appreciate your understanding and cooperation in this matter. If you have any questions or concerns regarding our damage claim procedures, please don't hesitate to reach out to our customer support team.

IF YOU WOULD LIKE TO START A RECLEAN OR REFUND PROCESS, PLEASE CLICK HERE.

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