Terms and Conditions of Use
By accessing this web site, you are agreeing to be bound by these web site Terms and Conditions of Use, all applicable laws and regulations, and agree that you are responsible for compliance with any applicable local laws. If you do not agree with any of these terms, you are prohibited from using or accessing this site. The materials contained in this web site are protected by applicable copyright and trade mark law.
2. Use License
- Permission is granted to temporarily download one copy of the materials (information or software) on Town Mountain Maids, LLC’s web site for personal, non-commercial transitory viewing only. This is the grant of a license, not a transfer of title, and under this license you may not:
- modify or copy the materials;
- use the materials for any commercial purpose, or for any public display (commercial or non-commercial);
- attempt to decompile or reverse engineer any software contained on Town Mountain Maids, LLC’s web site;
- remove any copyright or other proprietary notations from the materials; or
- transfer the materials to another person or “mirror” the materials on any other server.
- This license shall automatically terminate if you violate any of these restrictions and may be terminated by Town Mountain Maids, LLC at any time. Upon terminating your viewing of these materials or upon the termination of this license, you must destroy any downloaded materials in your possession whether in electronic or printed format.
- The materials on Town Mountain Maids, LLC’s web site are provided “as is”. Town Mountain Maids, LLC makes no warranties, expressed or implied, and hereby disclaims and negates all other warranties, including without limitation, implied warranties or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights. Further, Town Mountain Maids, LLC does not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on its Internet web site or otherwise relating to such materials or on any sites linked to this site.
In no event shall Town Mountain Maids, LLC or its suppliers be liable for any damages (including, without limitation, damages for loss of data or profit, or due to business interruption,) arising out of the use or inability to use the materials on Town Mountain Maids, LLC’s Internet site, even if Town Mountain Maids, LLC or a Town Mountain Maids, LLC authorized representative has been notified orally or in writing of the possibility of such damage. Because some jurisdictions do not allow limitations on implied warranties, or limitations of liability for consequential or incidental damages, these limitations may not apply to you.
5. Revisions and Errata
The materials appearing on Town Mountain Maids, LLC’s web site could include technical, typographical, or photographic errors. Town Mountain Maids, LLC does not warrant that any of the materials on its web site are accurate, complete, or current. Town Mountain Maids, LLC may make changes to the materials contained on its web site at any time without notice. Town Mountain Maids, LLC does not, however, make any commitment to update the materials.
Town Mountain Maids, LLC has not reviewed all of the sites linked to its Internet web site and is not responsible for the contents of any such linked site. The inclusion of any link does not imply endorsement by Town Mountain Maids, LLC of the site. Use of any such linked web site is at the user’s own risk.
8. Governing Law
Any claim relating to Town Mountain Maids, LLC’s web site shall be governed by the laws of the State of North Carolina without regard to its conflict of law provisions.
General Terms and Conditions applicable to Use of a Web Site.
Cleaning Service Policy
1. Cleaning Supplies
Town Mountain Maids provides products and nearly all equipment required for cleaning your home. It is required that your home has running water and working electric outlets.
We reserve the right to charge our cancellation fee if we are not provided with running water or electricity. Our cleaning professionals are not allowed to climb ladders or be on stools of any sort. If you would prefer us to use your personal cleaning products or equipment such as a vacuum or mop, please leave it out and include this request in your special account instructions. We are not responsible for ANY damage caused by cleaning products provided by the customer.
2. Arrival Window
We ask that you please allow us a 1-hour arrival window from the time you choose.
For example, if you choose 10:00 am, your start time is between 10 am – 11 am. We will contact you when we arrive, but please make sure you are looking out for us around your start time.
The “standard” cleaning is quoted based on a normal home condition. If your home requires special attention such as a deep clean or move-in/move-out, we will either need to extend our time at an hourly rate or prioritize our cleaning based on the details of your home. We will inform you before any changes are made.
You should prepare for your cleaning by having your home de-cluttered before your team’s arrival. If our cleaning professionals have to help organize and clear areas before cleaning you will be charged for the extra time involved and in certain circumstances, you may be refused service, and incur a $50 fee. A general rule of thumb is it should take no more than 2 minutes for our cleaning professionals to de-clutter a room before beginning cleaning.
4. Waiver of expertise
We are not tile, grout, carpet, stone, flooring, caulking, sealing, paint, plumbing, metal, electrical, or upholstery experts. Our professionals are trained to clean and sanitize. While our professionals are trained in methods of cleaning a variety of common household surfaces, our professionals do not treat or restore damaged materials and surfaces. If you need a specialist, we are always happy to recommend one.
For all recurring cleanings, you are given a grace policy of UP TO 2 cancellations fewer than 24 hours before your service time, after that you will incur a $50 fee if our cleaning professionals are unable to access the property and if we can not reach you. A cancellation of a one time cleaning within 24 hours or fewer will result in a charge of $50.
6. Service Refusal
We reserve the right to refuse you service if we encounter anything that may endanger our cleaning professionals. This includes but is not limited to: mold, hoarding, abnormal buildup, etc.
7. Satisfaction Guarantee
Town Mountain Maids is proud to offer our 200% Satisfaction Guarantee. If you’re not satisfied, we’re not happy.
After your cleaning, you will be asked to perform a walk-through inspection with your cleaning team. You will review the cleaning checklist and then sign off on the job. If you are not 100% satisfied with the work performed, our teams are happy to re-clean any missed areas per your request, free of charge. Just let them know what you’d like to have them work on. If we still didn’t make the cut, we won’t charge for your clean.
Our work is done to demanding specifications and we will provide a 24-hour guarantee. This guarantee covers any work under Maintenance Housekeeping for ongoing service OR under Full-Service Housekeeping on an initial or move out service. It is your responsibility to notify us of any problem within this time period; a phone call or email is best. We will come back to your house for an inspection if agreed upon and correct the problem as soon as our schedule permits it. We will make every effort to be reasonable in unfortunate situations, but your house will not be re-cleaned if there is evidence of family members, guests, faulty/unmaintained equipment, break-ins, contractors, pets, acts of god, or any other unreasonable/unexpected factors have resulted in the dirtying of areas recently cleaned by our cleaning professionals.
Note: To be eligible for our Satisfaction Guarantee, clients must complete the post-cleaning walk-through inspection. If clients are not able or choose not to perform a post-cleaning walk-through inspection, the client is required to contact us by email, phone, or via our website within 24 hours of the time of the service or the 200% Satisfaction Guarantee will be invalid. Additional services will be charged accordingly. When making your booking, please keep this in mind.
Booking a service online DOES NOT guarantee you a spot for that date/time. Your booking is not confirmed until you have received an official confirmation email. Days and availability can be subject to change due to unfortunate circumstances. We will resolve these issues ASAP.
9. Price & Time Adjustments
If the pricing calculator underestimates the price of your cleaning and the condition of your home is worse than predicted, we do have permission to either adjust the price or refuse the service. You will be notified by our cleaning professionals or by our management if they do not have time to complete the cleaning in the time allotted via our confirmation phone call. Any cleaning that will exceed the time quoted will have the option to either extend the cleaning at our hourly rate OR extra add-ons will be added to accommodate for us having to exceed the allotted time. Whichever is appropriate to the situation.
Our cleaning professionals have been trained in the proper and safe handling of items in homes. Unfortunately, accidents still occasionally occur. If this happens, you will be notified by our cleaning professional, or left a note, and given a phone call. Reimbursement will be made up to $150 with a copy of your replacement receipt or a quote on a replacement for a similar item. Items which cannot be replaced due to sentimental or antique value should be reported to Town Mountain Maids BEFORE service begins. We reserve the right not to touch an item. Reimbursement for items over $250 may be handled by our insurance provider. All damage must be reported within 24 hours. We will contact you after we receive a notification. If we do not hear from you within the next 30 days we will assume you do not want to have us resolve the issue and the situation will be considered settled and rendered void.
The best protection is taking precaution. Please DO NOT leave out any money or valuables which could be lost or taken. When we find valuables left out we will clean around them. If a theft is suspected, please contact us and we’ll work to get something worked out.
12. Direct Hiring of Our Cleaning cleaning professionals
Town Mountain Maids invests heavily in procurement to find quality cleaners. Hiring OUR current, Ex-worker(s) and/or accepting side propositions from the cleaner makes you liable for an employment referral fee of $500.00 if you directly employ (legally or cash basis) anyone currently or formerly employed by, or contracted directly through us within the 2 year period following your most recent service. By using our service, you agree to notify us of any attempts to solicit or accept illegal business, otherwise; Attorney, Legal and miscellaneous expenses incurred to investigate and/or collect this fee will be added to any fees owed if we or any other party discovers this employment. Exchanging contact info is considered part of this breach.
Unless complying with all laws; direct, unreported or inappropriate employment practices are illegal. You acknowledge being informed that Town Mountain Maids is obligated to report illegal hiring activities. In fact, any person or entity may report this to the proper Government and or governing Judicial authority so that an investigation may ensue. Implication, complicity or withholding knowledge of illegal activity is not only prosecutable by Town Mountain Maids (when applicable), but also by United States Federal and North Carolina State Local Laws.
13. Cleaner safety.
Town Mountain Maids reserves the right to remove its cleaners from your home should the environment become unsafe, our cancellation policy will apply.
14. Pets And Pet Fee
We will gladly work around pets. If your pet becomes anxious or presents a safety concern, Town Mountain Maids reserves the right to remove its cleaners from your home. If a cleaner leaves your home prior to completion, we will charge you a prorated expense based on work performed. If removal of our cleaning professional is due to aggressive pets, our cancellation policy will apply.
15. Right to Refuse Service
Cleaning professionals have the choice to leave upon arrival if the home is in extreme condition which includes but is not limited to the presence of mold, insects, pungent odor, infection, rotting, infestation, rodents, urine or feces. This policy also applies to our cleaning professionals feeling unsafe/threatened. If you book a cleaning online for a property that is not in reasonable condition, such as requiring a cleaning up after a large party, hoarding, or extreme neglect, the cleaners may refuse service immediately at-will and you will be charged $50.
We require all non-decorative items to be picked up off of the floor. Our rule of thumb is that the cleaners have 120 seconds to organize in each room or they are to pile any and all clutter in one area and clean around it. Otherwise, the price can and will be adjusted at our hourly rate to accommodate for the extra time required in organizing items before cleaning can begin.
17. Large and Heavy items.
For safety and liability reasons, Town Mountain Maids will not allow its Cleaning Professionals to lift or move heavy items or furniture weighing over 20 pounds. Please pull out appliances and move any furniture PRIOR to the cleaning appointment.