Terms & Conditions

I. Booking & Payment

• A valid credit or debit card is required to book and confirm any service.

• Your card will not be charged until the service is completed and verified to meet our PremierMaid Standard.

• Pricing is based on the information provided at the time of booking. Inaccurate descriptions (e.g., number of rooms, level of buildup, type of clean) may result rescheduling and/or increased fees to reflect the true scope of work

​

II. Authority to Book

By booking a service, you confirm that you are at least 18 years of age and are either the property owner or an authorized representative with legal authority to grant access to the property and agree to services on its behalf.

​

III. Cancellation & No-Show Policy

We value your time and ours. To respect our cleaners' schedules and travel time:

• Cancellations made with less than 24 hours’ notice will incur a $50 cancellation fee.

• If a cleaner has already arrived at the property or has driven 30 minutes or more toward the appointment, a $100 cancellation fee will apply.

• If no one is present to grant entry and no key or access code is provided:

  • The cleaner will wait up to 20 minutes before leaving.

  • The appointment will be marked as a cancellation, and a $100 no-show fee will be charged.

• These policies are in place to compensate cleaners for time, mileage, and opportunity cost related to late cancellations or failed access.

By booking, you agree to this cancellation and no-show policy.

​

IV. Card Authorization

When booking, you authorize PremierMaid Cleaning to place a hold on your card for the full booking amount and charge it upon completion of service. You also authorize us to charge your card for cancellation or no-show fees in accordance with this policy.

​

V. Right to Refuse Service

We reserve the right to decline or discontinue service without refund for any reason, including but not limited to:

• Unsafe or toxic conditions

• Dishonest or misleading booking information

• Harassment or disrespect toward cleaners

• Repeated last-minute cancellations or no-shows

​

VI. Scope of Cleaning

• Our Standard Cleaning includes general upkeep tasks like dusting, vacuuming, mopping, and surface cleaning.

• It does not include organizing, decluttering, or deep scrubbing. For these services, please select a Deep Clean or appropriate add-ons during booking.

• Add-ons such as inside oven, fridge, or cabinets must be selected in advance and are not included in Move In/Out or Deep Clean by default.

​

VII. Pet Policy

​Pets are welcome in the home during service. While our cleaners love our clients pets, we ask that all pets be in a condition where they do not pose a safety risk or significant disruption to our team. If a pet becomes aggressive or creates an unsafe environment during service, the cleaner may pause or discontinue the appointment at their discretion. PremierMaid Cleaning is not responsible for pet escapes, pet injury, or property damage caused by or involving pets in connection with our service.

​

VIII. Photo & Media Policy

Our team may photograph areas of the home before and/or after service for quality assurance and promotional purposes, including use on our website and social media platforms. We do not include personally identifiable information in any shared content. If you prefer that photos taken in your home not be used publicly, please notify us in writing and we will honor that request.

​

IX. Satisfaction Guarantee

PremierMaid Cleaning stands behind the quality of every service with the PremierMaid Satisfaction Guarantee. If you are unsatisfied with any area cleaned, you must notify us within 24 hours of service completion via phone, email, or SMS to qualify for a complimentary re-clean.

The following conditions apply:

• Notification must be received within 24 hours. Requests submitted after this window will not qualify.

• Concerns must reference specific areas or tasks within the original scope of service. The re-clean covers those specific areas only — it does not constitute a new or expanded service.

• Each service is eligible for one re-clean. The guarantee does not apply to repeated or ongoing dissatisfaction with the same property.

• The re-clean must be scheduled within 5 business days of the original service date and requires reasonable access to the property.

• The guarantee does not apply where dissatisfaction results from scope limitations (e.g., standard clean vs. deep clean), conditions not reasonably achievable given the state of the property, or client-supplied products and equipment.

PremierMaid reserves the right to assess the validity of a re-clean request and determine whether the concern falls within the original service scope.

​

X. Refunds

Cleaning is a personalized service, and as such, we do not offer refunds. However, PremierMaid Cleaning stands behind our work with a 100% Satisfaction Guarantee. If you are not satisfied with any part of your cleaning, please contact us within 24 hours and we’ll return to re-clean the area at no additional cost.

​

XI. Damages & Liability

While we treat your home with care, accidents can happen. In the event you believe damage has occurred as a result of our service:​

• You must report the issue within 24 hours of service completion with written notice via email or SMS, including photographic documentation where possible. Claims reported after 24 hours will not be considered.

• PremierMaid reserves the right to investigate all damage claims, including requesting additional photos, accessing the area in question, or consulting third-party assessments.

​

PremierMaid Cleaning expressly disclaims liability for:​

• Pre-existing damage, wear, or deterioration

• Items improperly installed, mounted, or secured (including wall art, shelving, fixtures, etc.)

• Damage resulting from client-supplied cleaning products or equipment

• Loss or damage to cash, jewelry, electronics, collectibles, documents, or items of sentimental value

• Damage caused by conditions not reasonably visible or knowable at the time of service

​

Maximum Liability: In all cases, PremierMaid Cleaning's maximum liability for any damage claim shall not exceed the total cost of the specific service in which the alleged damage occurred. PremierMaid Cleaning is not liable for incidental, consequential, or punitive damages of any kind.

​​

XII. Valuables & Personal Property

As a courtesy to both our clients and our team, we ask that cash, jewelry, collectibles, electronics, important documents, and other items of personal significance be put away prior to your service date. Our cleaners are instructed not to handle, relocate, or disturb personal property of this nature. This practice protects everyone and keeps the scope of our work clear. PremierMaid Cleaning assumes no liability for loss of or damage to unsecured personal valuables.

​

XIII. Access & Security

When clients choose to provide access via lockbox, keypad, key, or any other means, PremierMaid Cleaning handles all access information with strict confidentiality and does not share it with any outside parties. PremierMaid Cleaning assumes no liability for unauthorized third-party access to a property where the method of entry was established and provided by the client.

​

XIV. Arrival Windows

Customer, please note that we DO NOT give EXACT TIMES. Please understand that we are cleaning homes prior to yours (cleaning times can fluctuate depending on the condition of the home) or unforeseen circumstances out of our control. We also have to consider travel time. PremierMaid Cleaning will do our best to arrive by the specified time, while we strive for punctuality, we want to make sure the expectation is clear that we cannot be there at an EXACT time. 

​

XV. Privacy & Communication

By booking with PremierMaid, you agree to receive service-related communications via email, phone, or SMS. We never share your information with third parties.

​

By opting into SMS notifications through a web form or any other medium, you agree to receive text messages from  PremierMaid Cleaning. These messages contain appointment reminders, service updates, and follow-up communications related to your booking. To view our privacy policy, visit https://www.premiermaidcleaningva.com/privacy-policy. Message frequency varies, and message and data rates may apply. Text HELP for assistance. Reply STOP to any message to opt out.

 

A. Opt-In Disclosure:

 

 By opting into SMS, you acknowledge and agree to the following:

 

 You consent to receive SMS messages from PremierMaid Cleaning as described above.

 ● Message & data rates may apply.

 ● Message frequency may vary.

 ● You can opt-out of SMS communications by replying “STOP.” 

 ● You can get help by replying “HELP” Alternatively, help can be obtained directly from us at https://www.premiermaidcleaningva.com/

 

B. Help and Opt-Out Messages: 

 

HELP Message: If you text HELP, you will receive the following message: "Thank you for contacting PremierMaid Cleaning. You can find help online at https://www.premiermaidcleaningva.com/

 

STOP Message: If you text STOP, you will receive the following confirmation message: "You will no longer receive messages from  PremierMaid Cleaning. To opt back in at any time, reply START." 

​

XVI. Holidays

If your scheduled cleaning falls on a holiday observed by PremierMaid Cleaning, we will contact you in advance to reschedule. Our team observes select holidays throughout the year to allow our cleaners time off with their families.

​​

XVII. Team Non-Solicitation

​The cleaning professionals who service your home are part of the PremierMaid Cleaning network. By booking with us, you agree not to directly solicit, hire, or engage any PremierMaid team member for cleaning or home services outside of PremierMaid Cleaning for a period of 24 months following your last scheduled service. In the event this provision is violated, a placement fee of $2,500 becomes immediately due to PremierMaid Cleaning.

 

XVIII. Modifications

PremierMaid Cleaning reserves the right to update these terms at any time. Continued use of our service constitutes acceptance of the latest version.

​

XIX. Acceptance of Terms

By booking a service with PremierMaid Cleaning, you acknowledge that you have read, understood, and agree to all terms and conditions listed above.