OUR SATISFACTION GUARANTEE

Our satisfaction guarantee gives you the peace-of-mind you need to trust our service. We’ll make every effort to make things right, or even re-clean your space! Please note that refunds are not offered. Re-cleans will only be offered if we’re notified in writing and with pictures included within 24 hours of the appointment. A re-clean appointment will be scheduled within seven days from your date of service. We also welcome special projects. These must be scheduled in advance to allow us to plan enough time for our team to complete their cleaning checklist before tackling your unique project. We will gladly quote that service upfront so you know the extra fee required. We are excited to work with every client. It is our privilege to make your home or office environment a cleaner and better place to enjoy!

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RATE 

All services are priced in our online booking form or by a written quote. Any additional room or living spaces that are not bedroom will be charged as an Additional Room. Since Home of Acadia does not perform a walk-through to verify the size and condition of the home before service, our flat rate prices are based on certain assumptions about the accuracy of the information provided on the booking form, as well as the level of cleanliness and the amount of time/effort required to clean the home. We recommend that you avail of the deep cleaning add-on services if your home has not been professionally cleaned in the past 90 days.  We reserve the right to add fees to cover additional time for extensive tidying/organizing, labor-intensive scrubbing, excessive pet hair, an excessive build-up in the bathroom, etc. that were not disclosed to us. Any extra tasks such as inside the oven, inside the refrigerator, freezer, cleaning of window blind by hand etc. all require additional time and thus will be charged as add-on services to the standard cleaning service.  

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RATE INCREASE

The cleaning rate may increase if the condition of the home worsens. Homes of Acadia reserves the right to re-evaluate the rates at any time to allow for business-related costs. Homes of Acadia will also notify 14 days in advance of any rate increase.

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TIPS

Employees are paid by Homes of Acadia and offered incentives for improving our service. It is acceptable and much appreciated if a Client wishes to leave a tip for the cleaning crew as a show of satisfaction with their service. Please note that cash tips must be properly labeled TIPS FOR CLEANERS.

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PAYMENTS

Unless other arrangements have been made in advance with Homes of Acadia, payment is due in full at the completion of service. All new bookings require a credit card on file and a deposit. If the client wishes to pay in cash or check, we request the payment inside a sealed envelope with HOMES OF ACADIA written on it. Please make checks payable to Homes of Acadia. Homes of Acadia reserves the right to suspend, cancel or reschedule any cleaning services for clients who have outstanding balances. The performance of scheduled appointments will resume once payment in full has been received. If you pay by check, and your check is returned for any reason, or your credit card payment is not successfully processed, a $25 fee will be assessed. Failure to fully remedy payment within 48 hours of notification of insufficient payment will result in a $50 late fee, in addition to any attorney fees, which may be required to collect on the outstanding balance.

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PHOTOGRAPHY RELEASE

Clients grant permission to Homes of Acadia to take before and after photos and acknowledge that Homes of Acadia owns such photos and may use them for confirming a price estimate and marketing purposes. Homes of Acadia agrees to not use the client’s name in relation to public release photos without written consent.

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CANCELLATION OF APPOINTMENTS 

If you need to reschedule or cancel an appointment, please help us to serve you and our other clients by giving us as much advance notice as possible. We kindly request a minimum of 24 hours prior notice if you wish to reschedule/cancel your appointment. If we are not notified within this time frame, your deposit will be forfeited.

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ACCESS TO HOME/LOCK-OUT

Most customers provide us with a key. If your home has an alarm system, please ensure that it is turned off before your appointment. You may also provide us with the code and steps for us to turn off the alarm. We will reset the alarm when we leave only if we have the code. However, Homes of Acadia will not be responsible if the alarm is set off by our mistake. In the winter, for the safety of our crew, we request that the pathway to walk into your home (driveway, stair etc.) is clear of snow or ice. If our crew is unable to gain access to your home at the time of the appointment due to the Client’s actions or inactions, or if, for any reason, a staff member feels that his/her personal safety is endangered enough to cause him/her to leave the job site due to actions by the client, guests, or pets on the premises, then the Client will remain liable for the full cost of the service.

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SKIPPING REGULARLY SCHEDULED CLEANINGS

Clients who schedule regular cleanings, such as weekly, bi-weekly or every 3-4 weeks, are eligible for discounted rates. If Clients who have scheduled regular services often miss their cleaning appointments, any discounts they receive for being frequent customers may be cancelled without notice.

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TEAM MEMBER ASSIGNMENT

All Homes of Acadia team members are properly trained to provide cleaning services. We aim to assign the same team for each cleaning session, but we reserve the right to change the team member assignment at our discretion at any given time. 

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SERVICE SCHEDULES

Typically, our team conduct cleaning services from 9:00 am to 5:00 pm. We will make every effort to arrive at the scheduled time of your cleaning service, but unforeseen circumstances like traffic, parking or delays from previous appointments could affect our arrival times. In such cases, we will notify you promptly of any delays.

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CLIENT RESPONSIBILITIES

We must be able to reach all the areas to be cleaned. To complete the scheduled cleaning, dishes, clothes, toys, leftover food, etc. need to be put away before we arrive. Clutter can increase the time it takes to clean your house at the rate we quoted. If extra time is required, the price of service will necessarily increase. Additionally, it is Homes of Acadia's policy not to put things away that are left out, as we are not aware of how each Client prefers their home organized. When in each Client’s home, we will be working as quickly and efficiently as possible. Please ensure that your house is well ventilated and/or air-conditioned. If the house is too hot or too cold, our cleaning crew’s health may be negatively impacted. For this reason, we must insist that you keep your home in the 70-72° range while we’re in the house.

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OCCUPANT/PETS

Please limit the number of people in your home when we arrive. Also, please move your pets outside or have them restrained while we are in the home. Homes of Acadia staff cannot be held responsible for taking custody of any person or pets in the home. We ask your cooperation in correcting any problems that could affect our efficiency.

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HEALTH HAZARDS

Please know that workers’ compensation insurance and OSHA guidelines do not allow us to request employees to remove human or pet discharge (including urine, feces, vomit, blood) without proper training and equipment. Our insurance does not cover us for any employees in the case that they get sick from being in touch with human or pet discharge while working for us; therefore we communicate to the cleaning teams that they are not allowed to touch, remove or clean areas where it has been contaminated by human/pet discharge. We also cannot clean while pest control spray is fresh. We would appreciate you letting us know if there is someone home ill so we can take precautions or re-schedule as needed. 

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SAFETY

We ask that you inform trustworthy neighbors, relatives and anyone else that may be “keeping an eye on your home” for you that we will be at your home cleaning on the scheduled cleaning days. Doing so can save the police department, neighbors and the cleaning crew from an embarrassing situation. Please notify us in advance of any person or people who may be in your home during the time of a scheduled service. This includes family members, service contractors, repair personnel, and so forth. We reserve the right to reschedule visits that coincide with a visit by another service contractor or house guest.

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TRASH

All trash cans in the house will be emptied and re-lined as required. Homes of Acadia will NOT dispose of any items not already in a trashcan or labeled as trash. We never know what might be important to you. This includes soda cans, empty bottles, leftover food, etc.

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SUPPLIES

Homes of Acadia provides all appropriate cleaning supplies and equipment, which all employees are trained to use. If a Client requests that we use their products and/or equipment, then this will void our Satisfaction Guarantee. Additionally, when a Client insists that Homes of Acadia uses their personal cleaning equipment, they assume all risk for possible damages to said equipment and agree to hold Homes of Acadia harmless for any damages which may arise from such use.

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THEFT

The best protection is a precaution. Homes of Acadia strives to provide the best possible cleaning experience and carefully selects the cleaning crews we hire. However, 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 valuable items are found on the floor, they will be placed on furniture in the same room they were found. If a theft is suspected, you are required to file a police report with your local authorities.

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BREAKAGE

Homes of Acadia crews have been trained in the proper and safe handling of items in homes. Unfortunately, accidents still occur occasionally. If this happens, you will be notified via a written notice left next to the broken item(s). Reimbursement will be made up to $250 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 Homes of Acadia BEFORE service begins. We reserve the right not to touch an item. 

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TERMINATION

Either party may terminate this agreement at any time by giving to the other party at least three days’ written notice. Written notice may be in the form of a text message, email and/or letter when sent to the primary contact number for Homes of Acadia.

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RIGHT TO REFUSE SERVICE

Homes of Acadia reserves the right to refuse service, terminate accounts, and/or cancel bookings in its discretion, including, without limitation, if Homes of Acadia believes that the customer's conduct violates applicable law or is harmful to the interests of Homes of Acadia.

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CONFIDENTIALITY

Homes of Acadia recognizes and acknowledges that this Agreement creates a confidential relationship between the company and the client and that information concerning the client’s business affairs, customers, vendors, finances, properties, methods of operation and other such information, whether written, oral, or otherwise, is Confidential Information. Homes of Acadia agrees, that it will not, at any time, during or after the term of this Agreement disclose any confidential information to any person whatsoever. Homes of Acadia further agrees to bind its employees to the terms and conditions of this Agreement. Clients may grant information to be listed as a reference or in a testimonial for Homes of Acadia to market its services.

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NON-SOLICITATION OF HOMES OF ACADIA EMPLOYEES

Homes of Acadia strives to provide the best possible cleaning professionals for each and every job – and provides cleaning crews with special training and supplies to make sure each job is done according to the company’s exacting standards. Clients hereby acknowledge that the relationship between Homes of Acadia and all of its employees, whether independent contractors or payroll employees, is essential to the proper functioning of the business, and providing the high-quality cleaning that each client expects. Therefore, Clients hereby agree to not solicit any employee of Homes of Acadia at any time while a current Client of Homes of Acadia, and for a period of one (1) year after the completion of their final cleaning. If a Client desires to directly retain the cleaning services of one or more employee(s) of Homes of Acadia (whether an independent contractor working for Homes of Acadia or a payroll employee), they hereby agree to pay Homes of Acadia a fee of $4000 per employee. Additionally, Clients hereby agree not to solicit any employee or independent contractor of Homes of Acadia on behalf of any other business enterprise, nor induce any employee or independent contractor associated with Homes of Acadia to terminate or breach an employment, contractual or other relationship with the Homes of Acadia. If such solicitation or inducement to terminate employment with Homes of Acadia, the Client hereby agrees to pay Homes of Acadia a fee of $4000 per employee solicited and/or induced to leave the employ of Homes of Acadia. 

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