Payments and Cancellations

Payments

Max Glow Cleaning Services only accepts credit / debit cards as form of payment. Credit card information is taken at time of booking. However, we DO NOT charge the card at this time. A hold will be placed on your account (for authorization) one (1) day before the service in the amount of your total balance. THIS HOLD IS NOT A CHARGE. Your card will be charged after the service has been completed and you will receive a final receipt via email once this occurs. Unless otherwise noted, payment information must be collected from all customers and authorized prior to job starting. If your service is cancelled for any reason 24 hours before the scheduled date, this hold will be released within 2-5 days.

100% Satisfaction Guaranteed Policy

Max Glow Cleaning Services is proud to offer our 100% Satisfaction Guarantee. Your satisfaction is our happiness. After the service, we ask you perform the mandatory inspection with your cleaning team. As a guideline, please use our cleaning checklist during the walk through. 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 at the TIME OF SERVICE. Note to INSPECT CAREFULLY: After you’ve completed the post-service inspection, Max Glow Cleaning Services are complete. Any additional services will be charged accordingly.

If any complaints are made within 24-HOURS of service completion, we will make arrangements to have our cleaner(s) return to readdress all areas of concern. If any complaints are made AFTER THE 24-HOUR WINDOW, we are unable to have staff return. Full refunds are not offered after service has been completed, and discounts will only be given if deemed necessary.

In an event where clients are unable to perform a final inspection due to not being home, available, or simply choose not to perform the walk through inspection, photos will be sent to the email via a Google Drive link for review. We firmly recommend responding to the photos to 1) acknowledge receipt and 2) review the service. If no response is given to the photos, the job will be completed and the card on file will be charged. Our 100% SATISFACTION GUARANTEE will be considered completed, and complaints submitted AFTER 24-HOURS of job completion will be null and void.

**For a move out cleaning, we HIGHLY RECOMMEND you invite your landlord to the walk through inspection with the cleaners. To best meet your expectations, you can also send a cleaning checklist from the landlord prior to your service appointment.**

Cancellation and Rescheduling Policy

We understand that there are changes in schedules in our busy lives. In the event that a scheduled cleaning service must be changed or cancelled, we kindly ask that our clients notify Max Glow Cleaning Services two (2) days in advance. This gives us an opportunity to fill that spot and keep our cleaners working a full schedule. When a client cancels with less than a one (24-hour) day notice, a fee of $50.00 will be charged to the payment method on file. In addition, if our team(s) arrives on-site (to the residence), and they are not able to complete the cleaning due to 1) owner not in agreeance with services booked or suggested service/upcharges (in some cases) to get the home in clean condition; 2) owner not being present to allow entry; and/or 3) no communication with the owner to allow entry, a cancellation fee of $50.00 will be charged to the card on file.

In regard to rescheduling, we ask that this is done no later than two (48-hours) days prior to your scheduled service. If you re-schedule with less than one (24-hours) day prior to your scheduled cleaning, a fee of $35.00 will be charged to the payment method on file. We will only allow three (3) reschedules per booking before the service appointment is cancelled permanently. This applies whether the bookings are rescheduled before the two (48-hour) day minimum, or with less than one (24-hour) day notice.

 

Maximum Hours

With our flat-rate pricing model, we have a maximum amount of hours that can be worked for each type of job. Exceeding that time, we charge a rate of $35/ hr. We do this to account for jobs that require more intensive work or time due to size. However, it’s rare that we ever go over and we will always let customer know in advance of completion if we think we’ll go over the maximum hours allotted for their job. Cleaning rates are subject to change as the condition of your home changes. Additional services need to be requested in advance so we can schedule the additional time and supplies needed. **In addition, if our teams are made to stay due to unreasonable requests, a fee of $35.00/hour will be added to the invoice.**

Arrival Window

Our hours of operation are from 8:00 a.m. to 8:00 p.m. Our teams arrive at their first home between 8:00 and 10:00 AM, and the last house between 5:00 and 6:00 PM. Unless you are our first cleaning of the day, we are unable to guarantee an exact arrival time. We always do our best to show up on time, however we ask that customers please allow us a 1-2 hour window to account for traffic, parking, etc. With our online booking form, you are able to select the requested arrival window of your cleaner. Please allow us the flexibility of scheduling our arrival between 8:00 a.m. and 5:00 p.m.
If you wish to wait for us to arrive, please be home during the estimated window of time to let the cleaner(s) into your home. If no one is home or we are turned away for any reason a cancellation fee of $50.00 will be charged (see Cancellation Policy.)
Max Glow Cleaning Services Services does not operate on major holidays. If your scheduled day falls on a holiday, Max Glow Cleaning Services will call to reschedule.

Recurring Cleaning Services

For recurring cleanings only: permanent cancellation of the cleaning service, we ask that the client notify Max Glow Cleaning Services two (2) weeks in advance. If recurring services are rescheduled after the initial cleaning, your cleanings will be halted until further approval for re-start. Discounts for recurring cleaning services are provided based on frequency of service, and failure to maintain the frequency booked will negate the discount and recurring services entirely.

If you will be away from your home for an extended period of time, we request that you schedule the cleaning service just before you leave, but not after you leave. This is to ensure that you have a chance to see our work and be the last to leave your home.

Respect of Our Teams

Our teams have permission to leave any job if they are being harrassed and/or disrespected in any form. Should this occur, our office will be notified immediately, the job will be vacated, and the full service charge will be applied to the card on file. If necessary, a police report will also be filed.

Entrance and Safety Policies

Entry
We can work with whatever form of entry is more convenient for you, as long as it is selected on our booking form or noted during your booking call. Arrangements for entry should be made at the time of booking. Please be advised, if we are unable to enter your home to clean for any reason, you will be charged a cancellation fee of $50.00.

Alarm System
If your home has a security system, please inform us how it should be properly disabled upon arrival. Security and safety of your home is a major concern at Max Glow Cleaning Services and our staff is sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home.
Please note that it is not necessary for you to have to disarm your alarm systems on the day of your cleaning. If you contact your alarm company they can assist you in programming a code that is unique to our company. It is common for clients with alarms to give us our own code.

Safety Policies

Every effort is made to work safely and cautiously and we cannot assume liability for injury to others. We kindly ask that you, your children, and pets remain out of the rooms that we are cleaning in order to prevent safety hazards (contact with cleaning products, tripping over buckets, caddies, vacuum cords, etc.). Regarding pets, if there is excessive pet fur/hair throughout the home, a fee starting at $50.00 will be added to the bill, and will subsequently increase depending on the severity.

For our protection and yours, if you have firearms, we ask that all they be stored and locked away prior to our cleaning your home. We will not clean any rooms in which a firearm is visibly present. Please do not leave firearms under pillows or mattresses as they pose a danger when we are changing linens on beds.
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, move large appliances, etc.
Reaching High Areas – We cannot guarantee we can reach areas higher than 6 ft. Due to liability & safety reasons, our teams are only able to climb on standard ladders to reach high areas but anything higher is not guaranteed.
Moving Large Appliances – We’re happy to clean around or underneath your large appliances, however, due to liability reasons our cleaners are not able to move them. If you’d like us to do this, we kindly ask that you please arrange to move large appliances and/or furniture for us.
Interior Window Cleaning – Window(s) should be accessible via 2-3 step ladder. Due to liability & safety reasons, our teams are not able to climb on ladders to reach high areas.
Screen Cleaning – We request that the customer remove screens for our cleaners. Due to liability reasons our teams are not be able to detach and / or install window screens.

Health and Safety Policy for our teams:
**We are unable to clean vomit, blood, urine or excrement, mold, or any hazardous spills and/or materials.** Should this be requested, the job will be re-assessed (depending on the condition of the home/areas of concern) and additional fees will be added to the invoice starting at a base of $150.00 (however areas with mold will not be cleaned under any circumstance). The team may also leave the residence to acquire proper cleaning supplies and protective gear to complete the job.

We reserve the right to deny any job should the condition severely exceed the services booked, rendering our team unable to handle the clean. This includes scenarios such as: hoarding, homes with evidence of squatting, human waste and excrement throughout the home, and homes where the condition is unsafe to clean. Should this occur, a fee of $75.00 will be assessed to the card on file for travel and fuel, and the team will depart immediately.

Sickness
If you or someone in your home is sick (contagious), please contact our office and we will be happy to reschedule your cleaning without penalty.

Damages

Accidents do happen. If we are responsible for damages to your home or items in your home, we will let you know as soon as possible the day of the cleaning. We make every attempt to repair, replace or pay for any items that we have damaged.
Max Glow Cleaning Services 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 thumbtacks, not anchored properly to walls). Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by the homeowner. If you have any irreplaceable, collectable or expensive objects, we ask that these items be secured or put away in order to avoid painful accidents.
All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.
Max Glow Cleaning Services is not responsible for damage due to faulty or improper installation of items, and/or unknown foundational or pipe leaks that may cause damage to flooring.

Please inform us of any items in your home that require this type of attention. The cleaning crew will immediately notify the client of any accidental damage that occurs during each job. In the event that the client finds any damage in the home as a result of our cleaning service, we ask that you notify Max Glow Cleaning Services within two (2) days after service. If notification is made past the two (2) day time period, Max Glow Cleaning Services reserves the right to deny compensation.

Release of Liability

Should you decide you would like us to clean items of monetary or sentimental value (>$100) e.g., items within curio cabinets, etc., the following will apply: Client hereby releases Max Glow Cleaning Services from all liability arising out of cleaning these item(s). Client understands that he/she is completely responsible for repairing or replacing any damaged item(s) even if Max Glow Cleaning Services may have caused the need for repair or replacement.

Cleaning Policies

Stain and Mold Removal
We cannot guarantee removal of all stains on grout and tile inside the bathroom and kitchen. However, will try our best to have it removed. If mold is found in any areas of the home, this is considered a health hazard. You will be notified immediately of these findings and our team will not complete cleaning of the area in which mold is located due to our health and safety policy.

Insects and Hazardous Waste

Insect infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, we will not clean 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 if you are not present at the time of service. In the event that you request deceased or live insects to be terminated and disposed, a fee (starting at $50.00) will be applied to your invoice. A fee (starting at $50.00) will be applied for requested removal of animal waste. Our staff is not allowed to remove/clean hazardous substances.

Move Out Cleaning
For Move-Out cleaning services, we kindly ask that all furniture and personal belongings be removed from the space before the start of services. If there is any trash remaining in the property, a minimum fee of $50.00 and up to $250.00 will be added to the final invoice depending on the amount of trash left behind. We also ask that customers do not schedule any moving during the time of their cleaning as this inhibits the cleaners from performing an efficient and thorough move-out cleaning.
Also, if customers would like us to clean around or under any large appliances, we ask that they move them. Due to liability reasons, our cleaners are unable to move large items, furniture, and/or appliances.