Payment Policy
All payments must be made in full on the day of the service. We accept payments via Zelle (phonethemaid@yahoo.com) or Credit/Debit card. If payment is not received within 24 hours after the service is completed, a $25.00 late fee will be applied automatically to the invoice.

Cancellation and Rescheduling
We understand that plans change. However, we require at least 24 hours’ notice for any cancellations or rescheduling.
Late Cancellation Fee: Cancellations made with less than 24 hours’ notice will be subject to a fee equal to 50% of the service cost.
Lock-out Policy: If our team arrives and cannot access the property, a $50.00 lock-out fee will apply.

Service Satisfaction & Refunds
We do not offer cash refunds. However, we strive for 100% satisfaction. If you are not happy with any area we cleaned, please notify us within 12 hours. We will return to re-clean that specific area at no additional cost to you.

Safety and Liability

Pet Security: For the safety of our staff and your pets, we require that all pets be secured in a crate, a separate room, or outside during the entire cleaning service.
Non-Secured Pets: If pets are not secured upon our arrival, Phone the Maid reserves the right to refuse service, and a $50.00 Lock-out/Trip fee will apply.
Liability: Our cleaners are not responsible for pets that escape through open doors or for any aggressive behavior from pets. We also do not clean up animal waste (urine, feces, or vomit) due to health and safety regulations.
Damages: While we treat your home with extreme care, accidents can happen. Phone the Maid is insured. Any damage must be reported within 24 hours of the service.
Clutter: We ask that you pick up toys, clothing, or clutter before we arrive so our team can focus on cleaning surfaces.

Cleaning Supplies and Equipment
We provide all necessary cleaning supplies and professional-grade equipment to perform the service. However, if you require us to use a specific product provided by you (due to allergies or surface preferences), Phone the Maid will not be held liable for any damage caused by said products.

Tips and Gratuities
Tips are never expected but are always greatly appreciated by our cleaning professionals. If you wish to leave a tip, you may do so in cash or add it to your Zelle/Card payment. 100% of the tip goes directly to the cleaners who serviced your home.

Property Access
To ensure a timely and efficient service, please provide access to the property using one of the following methods:
Key/Code: You may provide a spare key or an entry code (door or garage). These will be kept strictly confidential and secure.
Presence: A person over 18 years old must be present to let the cleaning team in at the scheduled time.
Lock-out: If our team cannot access the home within 15 minutes of the scheduled arrival time, it will be considered a “Lock-out.” In this case, a $50.00 fee will be charged to cover travel and labor costs.

Height and Lifting Limits
Height Limit: For the safety of our cleaning professionals, we do not clean areas that cannot be reached with a two-step stool. Our team is not authorized to use tall ladders or climb on furniture.
High Areas: High ceilings, tall windows, or ceiling fans out of reach will be cleaned only using telescopic dusters (if accessible).
Heavy Lifting: Our staff is not allowed to lift or move heavy furniture (over 35 lbs), such as refrigerators, stoves, or large sofas. If you wish for us to clean behind or under these items, please have them moved prior to our arrival.

Professional Conduct and Mutual Respect
Zero Tolerance Policy: Phone the Maid maintains a zero-tolerance policy regarding discrimination, harassment, or any form of abuse (verbal or physical) towards our cleaning professionals.
Discrimination: We do not tolerate any discrimination based on race, color, religion, gender, sexual orientation, national origin, or disability.
Safe Environment: Our staff has the right to work in a safe and respectful environment. If a client exhibits disrespectful, threatening, or unprofessional behavior, Phone the Maid reserves the right to terminate the service immediately.
Payment Obligations: In the event of service termination due to harassment or a hostile environment, the client remains responsible for the full payment of the scheduled service.

Biohazards & Extreme Conditions
Our staff is not trained or equipped to handle biohazards, including mold, heavy pest infestations, or human/animal waste. If such conditions are found, we will stop the service immediately, and the full service fee will still be charged.