Policies and Procedures
Arrival Time/Hours
Our hours of operation are from 8:00 a.m. to 6:00 p.m. Our technicians arrive at our first house between 8:00 and 8:45, and the last house by 3:00 p.m. Unless you are our first client of the day, we are unable to guarantee an exact arrival time. However, we can provide you with a 2-hour window of our estimated arrival time if you call the office the day before your scheduled work. Please allow us the flexibility of scheduling our arrival between 8:00 a.m. and 3:00 p.m. We will strive to meet your requested arrival time but we cannot guarantee it.
If you want to wait for us to arrive, please be home during the estimated window of time to let the service provider into your home. If no one is home or we are turned away for any reason a cancellation fee will be charged (see Cancellation Policy.)
Scheduling
When we schedule your appointment, we reserve a day and time for you and you alone. Our workers depend on your job being there in order for them to make their salary. Cancellations cost them dearly. Just like you, they expect a consistent, steady income and if not received, they start looking for other employment.
Accordingly, we have implemented the following policies:
Fees
Hourly fees are billed by labor hour, e.g., one worker for one hour = one labor hour; two workers for one hour = two labor hours.
We reserve the right to adjust our rates and policies at any time.
Tips are always appreciated but not required, but it is a powerful way to say thank you to your service provider. Feel free to add your tip to your payment or leave cash in marked envelope.
Cancellation Fee
We require cancellations to be communicated to us 48hrs (2 full working days) in advance to avoid charges. We have held your spot and turned down business so as not to interrupt your service. Cancellations communicated less than 48hrs (2 full working days) prior to appointment will be charged $50 cancellation fee.
We reserve the right to deny service or terminate service because of safety concerns, inappropriate or uncomfortable situations.
Notify the Office
All cancellations must be made by phoning the office (615) 490-5909 or by email Support@maidnashville.com
Lock Out/Turned Away Fee
If we arrive on our scheduled day and are turned away at the door or cannot get in, we will charge full price for your scheduled work.
Parking
If there is no free public parking within in 1 block of your home, our clients are responsible for providing our associates with one of the following: a permitted parking space, a valid parking permit, or cover all parking fees incurred while performing services.
Payment
We accept VISA, MasterCard, American Express, Discover and cash or check. Payment is due the day of your project We require a credit card be on file. Any payment with Debit / Credit card will be charged a $5.00 Transaction fee. We will charge your credit card the day of service unless you pay cash before the worker(s) leave your home. In the unfortunate event that we are unable to collect on past due payments, accounts will be forwarded to our collection agency.
Solicitation of Staff
By using our services, you agree not to solicit for hire any staff member introduced to you by De-Luxe Flooring for any home-related service. If you are found to have solicited one of our staff, please be advised that our referral fee is $3,500.
Supplies
We bring our own supplies and tools because (1) we have tested our products to make sure they provide quality results, (2) our employees are trained in their proper use. If you have a product that you prefer that we use, you can provide the product and we will use according to your preferences.
Ladders
Our associates come with a 2-step ladder. We are unable to use client ladders or climb higher than two steps.
Moving Furniture
We will move “light” furniture but we do not move refrigerators, stoves, washers, dryers, etc. We will try to reach all visible places either by hand or with an extension duster. We are not permitted to lift over 20 pounds.
Pets
Your pets are members of your family and we respect that. However, if your pet is afraid of vacuums, territorial, or overly friendly, and will not allow us to do our work, we may suggest that they be placed in areas that we are not working in.
Insects
Insect infestation can be a problem and may prevent us from working within your home. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, we will not begin work until the problem has been rectified. Please do not expect us to clean up dead insects that you’ve sprayed (i.e. ants, etc.). We will leave you a note or call you regarding the problem.
Damages
Accidents do happen. If we are responsible for damages to your home or items in your home, we will leave a note for you the day of the project. We make every attempt to repair, replace or pay for any items that we have damaged.
We will not assume liability for pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner (e.g. heavy pictures hanging from thumb tacks, not anchored properly to walls). Items of monetary or sentimental value should be put away on the day of service.
Release of Liability
Complaints / Re-Work
Any complaints regarding the service must be reported to the company within 24 to 48 hours from the date that service was has been completed. This should be sent to support@maidnashville.com – Please include customer name, address, contacting information, date of service, along with detailed description of each complaint. Pictures and or video must be provided. We must schedule the service within 48-72 hours of being notified.
Safety
The safety of our employees is extremely important. To decrease the risk of injury to employees we are unable to move heavy objects, flip mattresses, etc. We are unable to clean up vomit, blood, urine or excrement. If an employee feels that their personal safety is in danger, and the employee must leave the job site, the client is still responsible for the full cost of the job.
Fire Arms
For our protection and yours, if you have firearms, we ask that all they be stored and locked away prior to our working within your home. We will not perform work in any rooms in which a firearm is visibly present.