FAQ

Q. Who will be cleaning, my home?
A. We attempt to send the same team of professional cleaners, each time we clean your home. Sometimes due to illness, vacations or other reasons we have to substitute another member of staff.

Q. Do I need to purchase any special supplies or equipment?
A. No, your cleaning team will bring everything with them. You only need to provide them with a vacuum cleaner, however, if you do not have one we will bring our own. If you do have any of your own preferred products, please let us know and we will be happy to use them.

Q. Do I have to be home when the maids come?
A. It is not necessary for you to be home, all of our staff are fully insured and bonded for you peace of mind. For ease of access we request that you provide us with a key. If you do not provide us with a key and we cannot access your home for a scheduled appointment, you may incur a lockout charge.

Q. Where is my key kept between appointments?
A. Your key will be tagged with a code for our reference; it is not identified with your name or address. The key is given to your cleaning crew on the day of the cleaning and returned to the office where it is kept secure between appointments.

Q. What should I do about my security system?
A. Please ensure that it is in "off", or unarmed, position prior to our arrival. You may also provide us with the code and steps necessary for us to turn off the alarm. We will reset the alarm when we leave.

Q. What happens if my regularly scheduled cleaning falls on a statutory holiday?
A. We will contact you to reschedule your appointment. We will endeavor to accommodate your needs when rescheduling.

Q. How do I pay for the service?
A. Payment is due on the day of cleaning; we accept Credit Cards (Visa, Master Card), Checks and Cash. If we don’t receive a payment,your credit card will be charged.

Q. What if I need to change my cleaning appointment?
A. Not a problem, we ask that you give us 48 hours notice so that we can adjust our schedule. If we receive less notice there will be a fee in the amount of 1/2 your regular clean price to cover expenses.

Q. What time will the cleaning crew get the my house?
A. Our regular workdays are from 7:00am to 5:00pm. Sometimes it is not possible to arrive at exact time of an appointment (some jobs run over or traffic is a problem), but we will make every effort to ensure that we arrive as close to the booked time as possible. If the maids are delayed by more than 30 minutes we will call you.

Q. What if something is damaged when my home is being cleaned?
A. Although we take the most care when cleaning your home, sometimes accidents do happen. If breakage or damage happens as a result of our cleaning we will make every effort to have the item repaired or replaced if repairing is not possible.

Q. What do I need to do before the cleaning?
A. Nothing, the maids are quite willing to tidy as well as clean, but if you would prefer that they use their time more efficiently, you could pick up any clothing, toys etc. before they come.

Q. What is your satisfaction guarantee?
A. We guarantee all cleanings to be highly efficient. Please call us if you are unhappy with the quality of our work within 24 hours following the cleaning. If necessary, we will return the next business day to correct the cleaning.

Q. Can I hire one of your maids directly to perform cleaning or any other services?
A. We invest significant resources for recruiting, hiring, and training our employees in order to consistently provide the highest quality service to our clients. Our employees have entered into non-compete agreements which prohibit them from, among other things, providing services to our clients outside the scope of their employment with us. Should you wish to hire a current or previous New Century Maids employee for any home-related service outside of your relationship with our company, we charge a referral fee of $3,500. This fee is due within thirty days of notification from New Century Maids. We ask that you refrain from soliciting our employees directly – please contact us should you wish to discuss such an arrangement.

If you have any questions which are not answered here, please feel free to contact us.

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