Policies and Terms of Service
Privacy and Confidentiality
Best In The West Maids are adamantly committed to safeguarding the privacy and confidentiality of our clients. We understand the trust you place in us when allowing our team into your home, and we uphold that trust by maintaining the strictest standards of discretion. Neither Best In The West Maids nor any of our employees will disclose your personal information to any third party under any circumstances, unless expressly authorized by you or required by law. This includes, but is not limited to, details such as your name, address, contact information, or any observations made during our service visits.
Our staff is thoroughly trained to handle all aspects of their work with professionalism and integrity, ensuring that your privacy remains protected at all times. We view confidentiality as a fundamental aspect of the exceptional service we provide, and we take every measure to ensure that your personal data and the sanctity of your home environment are respected. Should you have any questions or concerns regarding our privacy practices, or if you wish to discuss specific preferences for how your information is managed, please feel free to contact our office. Your peace of mind is paramount to us, and we are dedicated to maintaining the highest level of trust in every interaction.
Billing & Payments
We strive to offer a seamless and accommodating experience for our clients, including flexible options for settling your account. We are pleased to accept payments via electronic transfer (e-transfer), cash, or company-issued gift certificates, providing you with convenient methods to suit your preference. Payment is expected at the completion of each cleaning service or upon receipt of an invoice, unless alternative arrangements have been explicitly agreed upon with our office. To maintain consistency and fairness in our operations, we adhere to a strict “No Payment, No Clean” policy. This means that, in the absence of prior discussion, we reserve the right to withhold service if payment is not provided at the time of cleaning or if your account reflects an outstanding balance. For first-time clients or those scheduling a one-time cleaning, we may require prepayment to secure your appointment, ensuring a smooth start to our service relationship.
Should you choose to pay with cash, we kindly request that you place the exact amount in an envelope clearly labeled “Best In The West Maids” and leave it on your kitchen counter for our team to collect upon completion of the service. This practice helps ensure a secure and efficient transaction for both parties. Please note that timely payment is essential to the continuation of our services; if payment is not received within a reasonable timeframe, we may suspend cleaning until your account is brought current. Furthermore, repeated delays or failure to remit payment may lead to the termination of our services at our discretion. Our goal is to maintain a professional and mutually respectful partnership, and we encourage you to contact our office with any questions or to discuss payment arrangements that best suit your needs. Thank you for your cooperation in upholding this policy, which allows us to continue delivering exceptional cleaning services to your home.
Cancellation Policy
We recognize that life can be unpredictable, and unexpected circumstances may arise that require adjustments to your scheduled cleaning services. We strive to accommodate our clients’ needs while maintaining a fair and efficient operation for our dedicated staff. To that end, we respectfully request that any cancellations, skips, or rescheduling requests be communicated to us with a minimum of 48 hours’ notice prior to your appointment. This advance notification allows us sufficient time to reallocate our resources and reassign your assigned maid to another client’s appointment, ensuring minimal disruption to our team’s workflow.
Should you provide less than 48 hours’ notice, we regretfully must charge 50% of your scheduled cleaning fee to account for the lost opportunity to rebook that time slot. Furthermore, if notice is provided with 24 hours or less remaining before the appointment or if our team arrives and is unable to access your home due to a lockout, we will need to charge the full cleaning fee. To ensure seamless communication and proper handling of your requests, we ask that you direct all cancellations, rescheduling, or other service-related changes exclusively to your designated cleaning coordinator Jennifer, rather than discussing them with your assigned cleaners.
We value our ongoing relationship with you and aim to provide consistent, high-quality service tailored to your needs. Should you ever decide to terminate your service with Best In The West Maids, we kindly request that you submit your termination notice in writing, either via text message to (236) 331-7151 or email sent to cleaning coordinator Jennifer, at info@bestinthewestmaids.com. This formal documentation helps us maintain clear records and ensures that your preferences are properly noted.
Please be aware that if you choose to discontinue service for a period exceeding one month, any subsequent reinstatement will be subject to our current full hourly rates at the time of your return, rather than any previously agreed-upon pricing. Our goal is to maintain fairness and transparency in all our policies while continuing to deliver exceptional cleaning services. For any questions or assistance regarding these policies, please don’t hesitate to reach out to Jennifer, who is here to support you every step of the way.
Tipping
We place the highest value on delivering exceptional service to our clients, and tipping is never a requirement or expectation. That said, we recognize that gratuities can serve as a meaningful gesture of appreciation for the dedication and effort of your cleaning team. Should you wish to express your gratitude, please know that it need not take a monetary form, a handwritten note or kind words acknowledging their hard work can be equally impactful and deeply appreciated by our staff. Our priority is to ensure you feel satisfied with the quality of our service, and any recognition you choose to offer is received with gratitude.
If you do decide to provide a tip for your cleaners, we kindly ask that you distinguish it from your regular payment to avoid any confusion. Please place the tip outside the sealed payment envelope, accompanied by a brief note clearly indicating that it is intended as a gratuity for the team. This simple step ensures that your generosity is directed appropriately and reaches the individuals who served you. We are committed to fostering a positive and respectful relationship with our clients, and we thank you for considering the efforts of our hardworking staff in whatever way feels most comfortable to you. For any questions or further assistance, our office is always available to assist.
Keys
We prioritize the security and trust of our clients, with approximately 90% of them choosing to entrust us with a key to their home. We take this responsibility seriously and implement rigorous measures to safeguard each key and, by extension, your property. To ensure the highest level of protection, we maintain a strict policy of never attaching any identifying information to the keys in our possession. This practice minimizes risk and preserves your privacy while allowing our team to access your home efficiently for scheduled cleanings. Upon the termination of your service with us, we promptly return all keys to you. For your safety and security, however, we do not offer key return via mail. Instead, we kindly ask that you contact our office by phone, text, or email to coordinate a convenient time for you to either pick up your key in person or arrange a secure drop-off directly with us. This process ensures that your key is returned to you safely and without delay.
For clients who prefer not to provide Best In The West Maids with a key, alternative arrangements can be made to facilitate access during cleaning appointments when no one is present at the home. You may opt to leave a door unlocked or place a spare key in a designated, secure location for our team to retrieve. While we strive to deliver exceptional service under these circumstances, please note that choosing this option means you assume full responsibility for any potential risks, including damages or theft, that may occur as a result of unsecured access. In such cases, Best In The West Maids cannot guarantee exclusive access to your property during the scheduled cleaning time and therefore cannot be held liable for any incidents that may arise. Our goal remains to offer flexible, reliable service while maintaining transparency and protecting your peace of mind. Should you have any questions about this policy, please feel free to reach out to our office for assistance.
Arrival Time/Hours
At Best In The West Maids, our standard hours of operation are from 9:00 AM to 5:00 PM Monday through Saturday & 12:00 PM to 5:00 PM Sundays, during which we aim to deliver exceptional cleaning services tailored to your needs. While we make every effort to accommodate your schedule, please note that, unless your appointment is the first cleaning of the day, we cannot guarantee a precise arrival time due to the dynamic nature of our daily operations. Factors such as cancellations, lockouts, inclement weather, or clients requesting additional services may impact our timeline. To provide you with as much clarity as possible, we are happy to offer an estimated arrival window of 1-2 hours for your scheduled cleaning. Our team is committed to maintaining open communication and will work diligently to meet your expectations regarding arrival times, ensuring that your cleaning needs are addressed with the utmost care and professionalism.
To streamline the process and ensure seamless access to your home, we highly recommend entrusting a key to our cleaning coordinator, Jennifer, who oversees all scheduling and logistics for Best In The West Maids. This option eliminates the need for you to be present and allows our team to proceed efficiently with your service. Should you prefer to be home to grant access, we respectfully request your availability during the estimated arrival window to admit our cleaners. In the event that no one is present, or if we are unable to enter for any reason, a cancellation fee will be applied in accordance with our Cancellation Policy. For those requiring greater flexibility, we are open to considering evening cleaning slots, subject to availability. Our priority is to provide reliable, high-quality service while respecting your time and preferences, and we invite you to contact Jennifer directly to discuss the best access solution for your home.
Alarm Systems
We understand that many of our clients maintain security systems to protect their homes, and we are committed to working with you to ensure that our cleaning services integrate seamlessly with your safety protocols. If your residence is equipped with an alarm system, we kindly request that you inform us of your preferred method for managing it during our visits. Please be assured that it is not necessary for you to disarm your system on the day of your scheduled cleaning. For your convenience, we suggest reaching out to your alarm provider, who can assist you in generating a unique access code specifically for our team. This code can then be securely shared with our office, allowing us to enter your home without compromising your security or requiring your presence. Our staff is fully trained to respect and adhere to all security and access procedures, reflecting our deep commitment to safeguarding your property.
The security and well-being of your home are paramount concerns for Best In The West Maids. To that end, our standard practice is to lock the door upon entering your residence and maintain that security throughout the duration of our cleaning service. Our employees are instructed to prohibit entry to any unrecognized individuals during their time on-site, ensuring that your home remains protected. We respectfully ask that you refrain from relying on our team to grant access to friends, family members, or service personnel while we are present, as this falls outside the scope of our responsibilities and could inadvertently compromise your home’s security. By collaborating with you to establish clear alarm system protocols, we aim to deliver exceptional cleaning services while upholding the highest standards of safety and professionalism. Please feel free to contact our office to discuss your specific needs or to provide the necessary access details.
Pets
We recognize that your pets are cherished members of your household, and we are committed to treating them with the respect and consideration they deserve. We strive to create a harmonious environment during our cleaning visits, ensuring both the comfort of your pets and the efficiency of our team. However, should your pet exhibit behaviors such as fear of vacuums, territorial tendencies, or excessive roughness that hinders our ability to perform our duties effectively, we may respectfully recommend temporarily relocating them to a designated area, such as a garage, kennel, or another space, where our work will not be taking place. This approach allows us to complete your cleaning service thoroughly while minimizing stress for your pet and ensuring the safety of all involved.
While we are delighted to work around your pets’ presence, please note that our services do not extend to handling certain pet-related tasks. Specifically, our team is not equipped to clean up pet droppings or manage litter box maintenance, as these responsibilities fall outside the scope of our standard cleaning offerings. We encourage you to make any necessary arrangements for such tasks prior to our arrival to ensure that we can focus on delivering the high-quality cleaning experience you expect from Best In The West Maids. Our goal is to maintain a professional and accommodating service while respecting the unique dynamics of your home. Should you have any questions or specific concerns regarding your pets, please don’t hesitate to reach out to our office so we can tailor our approach to best suit your needs.
Distractions
Our primary objective is to deliver a thorough and efficient cleaning service, which requires unrestricted access to all designated areas of your home. To achieve this, our team must be able to work seamlessly and without interruptions that could detract from their focus and productivity. While we encourage clear communication regarding specific cleaning instructions, we respectfully request that excessive socializing with our staff be minimized during their time on-site. Engaging in prolonged conversations beyond the scope of necessary guidance can impede their ability to maintain full concentration, potentially compromising the quality and timeliness of the service we strive to provide. Our team is dedicated to meeting your expectations, and we appreciate your cooperation in allowing them to perform their duties effectively.
Safety is a cornerstone of our operations, and we take every precaution to execute our work with care and diligence. However, to maintain a secure environment for everyone involved, we must respectfully note that we cannot assume liability for injuries to others that may occur during our service. To mitigate potential hazards such as tripping over cleaning equipment like buckets, caddies, or vacuum cords we kindly ask that you, your children, and your pets refrain from entering the rooms where our team is actively working. Once we have completed cleaning a specific area, you are welcome to return to it. This practice ensures not only the safety of your household but also enables our staff to operate with maximum efficiency. We value your understanding and support in fostering a smooth and hazard-free cleaning experience, and we are happy to address any questions or concerns you may have regarding this policy.
Wear & Tear
We understand that homes naturally accumulate wear and tear over time as a result of daily living, environmental factors, and the passage of years. Areas such as baseboards, the bottoms of showers and tubs, mold and mildew growth, excessive water spots and soap scum on glass shower doors, worn flooring (including wood floors that may require refinishing), grout lines, window tracks, and similar surfaces often bear the cumulative effects of this gradual deterioration. While our team is dedicated to providing thorough and high-quality cleaning services, these conditions may influence the final appearance of our work. Some areas may require multiple cleanings to show noticeable improvement, while others may not fully return to their original state despite our best efforts. We approach each task with care and professionalism, but we must note that longstanding wear and tear can limit the extent of achievable results within the scope of a standard cleaning visit.
Additionally, while we are pleased to offer extras such as dusting of blinds as part of our service, excessive buildup on blinds, shutters, or similar fixtures may necessitate specialized attention beyond our capabilities. In such cases, we recommend engaging a professional blind cleaning company to address deeply embedded dirt or grime. Best In The West Maids cannot assume liability for blinds, shutters, or other surfaces that do not achieve a completely pristine condition, as outcomes are often dictated by pre-existing wear or material limitations rather than the quality of our efforts. Our goal is to enhance the cleanliness and comfort of your home to the fullest extent possible, and we encourage you to reach out to our office with any questions or to discuss specific areas of concern. By setting clear expectations, we aim to ensure your satisfaction while maintaining transparency about the impact of wear and tear on our cleaning process.
Release of Liability
Best In The West Maids are committed to providing exceptional cleaning services tailored to your preferences, including the care of items that hold monetary or sentimental value, such as those displayed within china/curio cabinets or similar spaces. Should you request that our team clean such items, we ask for your understanding of the inherent risks involved in handling delicate or irreplaceable possessions. To ensure clarity and mutual agreement, the following terms shall apply: By authorizing Best In The West Maids to clean these specified items, you, the client, agree to release our company and its employees from any and all liability related to potential damage that may occur during the cleaning process. This release encompasses any incidents that might necessitate repair or replacement of the items, regardless of whether the need arises due to actions taken by our staff.
We approach every task with the utmost care and professionalism, but the unique nature of valuable or sentimental items means that unforeseen outcome such as accidental damage may still occur despite our best efforts. Under this policy, you acknowledge full responsibility for arranging and funding any repairs or replacements required as a result of our cleaning services, even if the damage is attributable to an employee of Best In The West Maids. Our aim is to honor your trust in us while maintaining transparency about the limitations of our liability in these circumstances. We encourage you to discuss any concerns or specific instructions with our cleaning coordinator Jennifer, prior to service, so we can align our approach with your expectations and ensure a positive experience.
24 Hour Guarantee and Refunds
Our primary objective is to ensure your complete satisfaction with every aspect of our cleaning services. We are dedicated to delivering results that meet your expectations, and we stand behind the quality of our work with our 24-Hour Guarantee. Should you identify any legitimate concerns regarding your cleaning, we respectfully request that you contact our office within 24 hours of the service completion. This timely notification enables us to address your feedback promptly and effectively. While our policy does not include monetary refunds, we are committed to resolving any issues by offering to return and re-clean the specific area(s) of concern at no additional cost, provided we are notified within the 24-hour timeframe. This guarantee reflects our dedication to maintaining the highest standards and ensuring your home is cared for to your satisfaction.
In addition, we wish to clarify our policy regarding refunds. Best In The West Maids does not provide cash refunds for services rendered or for purchases of company gift certificates, which are considered final and non-refundable. Our focus is on delivering value through exceptional service and addressing any shortcomings through our re-cleaning commitment rather than financial reimbursement. We encourage you to reach out to our office, where your cleaning coordinator Jennifer and our team are ready to assist with any concerns or to schedule a follow-up visit as needed. Your trust and satisfaction are paramount to us, and we are here to ensure that your experience with Best In The West Maids consistently reflects our commitment to excellence. Thank you for your understanding and for allowing us the opportunity to serve you.
Gift Certificates
We are pleased to offer gift certificates as a convenient and thoughtful way to share our exceptional cleaning services with others. These certificates can be customized to any denomination of your choosing, making them a versatile option for gifting to friends, family, or colleagues. To learn more about purchasing a gift certificate or to discuss specific details, we invite you to contact our office directly via phone or email. Our team, led by your cleaning coordinator Jennifer, is available to assist you in tailoring the perfect gift and ensuring a seamless process from inquiry to delivery. We look forward to helping you provide the gift of a beautifully cleaned home with the professionalism and care that defines Best In The West Maids.
Solicitation of Employees
We value the professionalism and dedication of our staff, who are integral to delivering the high-quality service our clients expect. As a condition of engaging our services, we respectfully require that you refrain from soliciting any team member introduced to you by Best In The West Maids for private employment or home-related services outside of our company. This policy is in place to maintain the integrity of our workforce and to ensure a consistent level of service for all our clients. Should it come to our attention that an employee has been solicited for such purposes, we regretfully must discontinue your current services with immediate effect. Furthermore, this breach would preclude us from continuing to service your home or location in the future, as it creates a conflict of interest that undermines our operational standards.
We appreciate your understanding and cooperation in adhering to this policy, which allows us to sustain a professional and cohesive team dedicated to meeting your cleaning needs through Best In The West Maids. Our commitment is to provide you with exceptional service delivered exclusively by our staff under our management, and this mutual agreement helps us uphold that promise. If you have any questions or require clarification regarding this policy, please feel free to contact our office, where we are happy to assist. Thank you for respecting the professional boundaries that enable us to serve you effectively and maintain the trust you place in our company.
Limitations/Disclaimers
The safety and well-being of our employees are of paramount importance, and we have established clear limitations to protect them while they deliver exceptional service to your home. To minimize the risk of injury or exposure to health hazards, our staff is prohibited from climbing beyond a two-step ladder, lifting objects exceeding 35 pounds, or handling substances such as vomit, blood, urine, or excrement. These restrictions are in place to safeguard our team from potential physical strain or infection, ensuring they can continue to serve you effectively. We kindly request that you remove any soiled bed linens prior to our arrival; however, we are happy to remake beds with clean linens if they are left conveniently at the foot of the bed. Additionally, please note that our services do not include washing exterior windows, though we would be pleased to recommend a trusted professional for such tasks upon request.
To facilitate a thorough cleaning, we ask for your assistance with certain preparations. If you wish for us to clean behind large appliances such as a refrigerator or oven or furniture like a substantial sofa, we respectfully require that you relocate these items before our team arrives to provide unobstructed access to the desired areas. Furthermore, in the interest of our employees’ personal safety, we reserve the right for them to exit a job site if they perceive an immediate threat, such as the presence of an intoxicated individual, an uncontained aggressive animal, or any other hazardous condition. Should such a situation occur, we will make every effort to contact you by phone to discuss the circumstances. Please be aware that, in these instances, the client remains responsible for the full cost of the scheduled service, as our team’s departure is a direct response to ensuring their safety. We appreciate your understanding and cooperation in adhering to these disclaimers, which enable us to maintain a secure and professional working environment. For any questions or to discuss specific needs, please feel free to contact our office.
Overdue Accounts / Collections
We strive to maintain a positive and mutually respectful relationship with our clients, including ensuring timely payment for services rendered. In the regrettable circumstance where we are unable to secure payment for past-due invoices despite our efforts to resolve the matter directly with you, we may find it necessary to escalate the account to a local credit bureau for collections. This step is taken only as a last resort to recover outstanding balances and protect the financial integrity of our operations. We are committed to handling such situations with professionalism and discretion, and we encourage you to contact our office promptly if you anticipate any difficulties with payment. Our team is here to assist in finding a resolution that works for both parties, and we appreciate your cooperation in keeping your account in good standing.
Referral Program
Let it be known that Best In The West Maids believe that the highest endorsement of our services comes from the satisfaction of our clients, and we are deeply grateful for your trust and support. To celebrate this, we have established our Customer Referral Program as a way to thank you for recommending us to your friends and family—an act we consider the ultimate compliment. Under this program, for each new client you refer to us, you will be rewarded with one hour of complimentary cleaning, reflecting our appreciation for your role in helping us grow our community of satisfied customers.
The process is simple and designed to benefit you directly: once your referred friend or family member has completed and paid for their initial cleaning service with Best In The West Maids, we will credit one hour of free cleaning to your account. This credit will be reflected on your next invoice, seamlessly reducing your cost as a token of our gratitude. There are no limits to the rewards you can earn, the more individuals you refer, the greater the savings you will enjoy on your future services. We invite you to share the exceptional care and quality of Best In The West Maids with those you know, and we look forward to extending our professional service to them while continuing to serve you with excellence.
For any questions about the program or to provide a referral, please feel free to contact our office. Thank you for being our valued advocate!
