Real Time Maids Policies and Procedures

We accept all major credit cards and debit cards for payment through our booking system online.  We do not accept, cash, check , Venmo, Facebook pay, PayPal, Cash App etc.  Your card information must be in the system prior to our cleaning and is put on hold 24 hours before your cleaning and will be charged after the cleaning is done.

We charge a flat rate fee to clean your home.  One time, Monthly, Biweekly and Weekly are all different rates depending on which service you request.  If you go from weekly to biweekly your service fees will change and so on.  

Tips are always welcomed but not necessary. Tips can be added from your account on our website or can be given in the form of cash to the cleaner.

All scheduling is done by our office staff and in order for us to be most efficient with our time we can't guarantee you a specific cleaning day.  We schedule cleanings by area and route.

We require a 48 hour cancellation notice in advance to avoid charges.  Our cancellation fee is $50.  Our technicians depend on your appointment to maintain a steady income for themselves and their families.

If we arrive on cleaning day and no one is home or we don't have access to your home(key), or we are turned away, we will charge full price for the scheduled cleaning. 

We bring our own supplies and equipment to each of our appointments.  If you would  like us to use your supplies and or equipment due to Covid, please let us know in advance.  We do clean and sanitize our equipment in between cleanings. 

We will only use a 2 step ladder and will not use customer ladders to perform cleanings.  We have extension dusters and will dust to the best of our ability anything that requires us to use the extension dusters.  

We do offer slat by slat blind cleaning. Blinds must be at least 2”, we do not service mini blinds. Blinds may need to be vacuumed before they are wiped; this will require additional time. Please allow for some dust resettlement after we leave, we try to limit the dust in the air but cannot prevent this entirely. We cannot be held liable for blinds/shutters that have dry rot, sun damage and/or are not installed properly. 

We will move "light" furniture but we will NOT move refrigerators, stoves, washers, dryers, etc.  We will try to reach all visible places either by hand or with extension duster if possible.

Insect infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, we will not clean until the problem has been rectified. Please do not expect us to clean up dead insects that you’ve sprayed (i.e. ants, etc.). We will leave you a note or call you regarding the problem.

Your pets are members of your family and we respect that. However, if your pet is afraid of vacuums, territorial or overly friendly and will not allow us to do our work, we may suggest that they be placed in areas that we are not working in. Our technicians are not trained to clean pet excrement, this includes cleaning of litter boxes and dog kennels. 

The safety of our employees is extremely important. To decrease the risk of injury to employees we are unable to move heavy objects, flip mattresses, etc. We are unable to clean up vomit, blood, urine or excrement.

Our staff members are employees and not “independent contractors.” All employees are covered by our Workers’ Compensation Insurance. This covers the employee’s injuries and protects you.

Please have all toys, clothes and misc items picked up off the floor.  This will make it easier for our cleaners to clean the house without constantly picking items up and trying to locate where they belong.  Cluttered countertops and dressers/tables will not be cleared up unless you scheduled organizational services from us in addition to cleaning.  Dishes are done only on a Deep clean if the dishwasher is empty and can be loaded and turned on.  Dish washing during recurring services is an extra charge.  Please let us know and we can add this to your recurring services. 

Accidents do happen. If we are responsible for damages to your home or items in your home, we will leave a note for you the day of the cleaning. We make every attempt to repair, replace or pay for any items that we have damaged. 

We will not assume liability for pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner (e.g. heavy pictures hanging from thumbtacks, not anchored properly to walls). Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by home owner. All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used. 

Release of Liability-Should you decide you would like us to clean items of monetary or sentimental value (>$100) e.g., items within curio cabinets, etc., the following will apply: Client hereby releases Real Time Maids from all liability arising out of cleaning these item(s). Client understands that he/she is completely responsible for repairing or replacing any damaged item(s) even if Real Time Maids may have caused the need for repair or replacement. 

Wear and Tear - The longer we live in our homes, the more wear and tear builds up in it. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring, grout, window tracks, etc. are all areas where wear and tear will impact results. These areas may take more than one cleaning to improve in appearance or may not come clean at all.

Our office is closed and there will be no cleanings scheduled on the following holidays: New Year’s Day, Labor Day, Thanksgiving Day , Black Friday, Christmas Eve, Christmas Day. If your cleaning day falls on any of these holidays, we will reschedule you before the holiday if possible or immediately after. We reserve the right to cancel cleanings due to weather/road conditions at any time. 

Our Office hours are from 8:00 a.m. to 5:00 p.m. Our technicians arrive at our first house at 9:00 and the last house by 2:30 p.m. Unless you are our first cleaning of the day, we are unable to guarantee an exact arrival time. However, we can provide you with a 2 hour window of our estimated arrival time if you call the office the day before your cleaning. Please allow us the flexibility of scheduling our arrival between 9:00 a.m. and 3:00 p.m. We will strive to meet your requested arrival time but we cannot guarantee it.