Terms and Conditions
Terms and Conditions
Access to your home: We need access information to be current (garage code, gate code, alarm code, etc.) or have a key accessible if you are not physically home. If we arrive and we cannot access the inside of your home, we will attempt to contact you. If we cannot get a hold of you after 10 minutes and still cannot enter, we will charge a same day cancellation fee that is equal to your regular service charge.
Cancellations: Any cancellations made within 48 hours, will be charged a cancelation fee equal to your regular service charge. If you are needing to cancel, email firstname.lastname@example.org or text Mo @850-405-9332 immediately. All cancellation fees must be paid within 24 hours of invoice.
Payment: Payment is due the same day of service or invoice date. You may be required to pay a deposit before services are rendered. Any payment left unpaid past the day of service, will be charged a $25 late fee. Each additional day will be applied with an additional $10 if left unpaid. We accept Venmo, Zelle, Cash, or CashApp. We do not accept checks.
Refunds: We have a 100% Satisfaction Guaranteed Policy. If you are not happy with an area that has been cleaned in your home, please let us know within 48 hours and we will come back and correct the situation at no cost to you. We do not give monetary refunds for services rendered.
Rate increases: We reserve the right to raise our rates at any time. You will be notified of a price increase.
Price adjustments/Price matching: We do not offer pricing adjustments based on other quotes from different cleaning companies or what clients may have previously paid another cleaning company/personnel, attendant, caretaker, cleaning person, etc. Not everyone providing quotes is properly licensed and insured. We go above and beyond to clean your home as if it were our own. We cannot lower our prices as we are already charging the lowest rate possible in Tallahassee area compared to our top competitors. Please keep in mind that we are providing a “Luxury Service”. We are confident that you will be satisfied with your service compared to any other cleaning company or cleaning personnel.
Inclement weather: If schools are closing in the Tallahassee area due to the weather, we will most likely reschedule your visit. In this case, we will notify you immediately to discuss a reschedule date that fits your schedule.
Preparing for your cleaning visit: It is not necessary to clean your home before we arrive. This is what we are here for. However, if your home is cluttered with trash, a stockpile of personal/clothing items, and/or pet feces (please see our Biohazard policy), please pick these items up to make sure that we have clear pathways to walk and work in. If this had to be done by one of our staff members, we will charge an additional $65 an hour for decluttering services aside from your regular/estimated cleaning fee. If you have valuable, fragile, heirlooms that can break, please move them to where they are safe from accidental breakage or damage.
The best setting for our staff: The ideal cleaning situation is when no one is home. We know this is not always possible. If you are home, please eliminate as many distractions as possible so we can work uninterrupted. We try to work as quickly yet as effectively as possible.
Breakage and/or Damage: In a case that an item becomes damaged or broken, please report it to Mo immediately (within 48 hours). We do not touch/dust any TVs/computers that are mounted on the wall. We also do not clean any TV/computer screens. Sometimes breakage/damage occurs when items are unstable, assembled improperly, or unsecured. An example: pictures not hung on the wall securely, top items on unstable bases, wobbly/tippy objects. We will review each incident on a case-by-case basis. We will accept full responsibility if it was not an unstable/unsecured situation. If the damage or breakage was due to any unstable, unsecured, or improper assembly, we will not take responsibility for such items.
Personal requests: Add ons or cleaning “lists” the day of your cleaning, will not be performed the same day. If you are needing something in particular done, please notify us 48 hours in advance. If we do not get advance notice of any add ons, they cannot be performed. Asking for additional services the day of your cleaning prevents us from getting to our other clients in a timely fashion. We strive to provide each client with the most accurate time frame. Please see MoandMa cleaning checklist. Check to see if any of your add-on requests are already included in your routine cleanings. If any items are listed as 'add ons' or ‘deep, move-in/move-out cleanings', you may be subject to additional add-on fees (this only applies to scheduled maintenance cleaning clients that are weekly, biweekly or monthly visits).
Pets (Fur Babies): We love all animals. We believe that they need special care. If your fur baby is weary (or possibly aggressive) because of strangers or is sensitive to loud noises, we recommend they are in a safe place. We will love your fur babies like our own. However, we cannot clean up animal feces, urine, or vomit. We also do not clean out pet crates, cages, playpens, litter boxes, clean up puppy pads, or “scoop poop”. We also do not feed pets.
Your little loved ones: We do our best to work safely but we ask that all children are out of the area where we are cleaning. We have many hazardous chemicals that can be harmful or fatal to your child (if ingested). We also have equipment that could hurt them if tampered with.
Biohazard Policy: We will clean anything, with a few exceptions. We will not clean human or animal, blood, feces, vomit, or urine. We are not properly insured nor licensed to handle Biohazard conditions. Urine on or around the toilet will be the only exception as it will be sprayed with bleach before contact. If we encounter a biohazard situation, we will leave it as is, and we will notify you in person or by text if you are not home.
Supplies & Equipment: MoandMa Cleaning Services provides all cleaning supplies and equipment. We have experience with only our cleaning supplies and equipment. We can use client supplies and/or equipment if requested. However, we will not assume responsibility for any damages that occur from using a preferred product or cleaning equipment provided by a client. Customers are not allowed to use MoandMa's equipment. Our insurance policy only covers damages done by one of our staff members. If a client uses any equipment that is provided by MoandMa’s Cleaning Services and becomes damaged/broken, we will charge a fee of $150 for repairs or a replacement. If a client requests we use their cleaning equipment and it becomes damaged, we will also not assume responsibility. As we do not know the condition it was in previous to usage.
Theft: We do not tolerate theft by any of our staff members. We understand that it is hard to trust others in your home that you are not familiar with. We advise that you notify us immediately if you notice something is missing. We empty all the small trash cans in the home. We do not move things, stow away or hide items from their original place. We will investigate and work with you in any case if something in your home goes missing. We value you as a client and we truly appreciate you trusting us in your home.
Social Media Release/Quality Control: For advertising purposes, we reserve the right to take before and after pictures of our work in your home. We will NOT identify you by name nor picture any personal/valuable items in our photos. We also take photos to ensure quality control.
Unfair Solicitation Agreement: We value all of our employees. We put great efforts into our screening, hiring, and training process. We proudly hold a very low turnover rate. This agreement helps safeguard our success at providing only the best staff to our deserving clients. Sadly, some individuals want the cleaning quality that our company provides by trying to poach any of our amazing employees. It is for this reason that our clients and employees sign a Finder’s Fee Agreement. This minimizes the risk of unfair solicitation to our company and the services that we provide. Please help us maintain our outstanding success and efforts by not soliciting our employees for direct hire. See the ‘Finder's Fee Agreement’ and sign at your earliest convenience.
We will move “light” furniture but we do not move refrigerators, stoves, washers, dryers, couches, flipping mattresses, etc. We will try to reach all visible places either by hand or with an extension duster. With Move-out cleanings, we clean behind the refrigerator and stove only.
Insects: Insect infestation can be an issue and may postpone your cleaning. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, we will not clean until the issue has been resolved. 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 situation.
Fire Arms: We fully support the 2nd Amendment. However, if you have firearms, we ask that they be properly stored away prior to cleaning your home. Please do not leave firearms laying out in the open where we may be cleaning (on the night stand or on top of your dresser or bathroom counter). Also, please don't place any firearms under pillows or mattresses as they pose a danger when we are changing linens on beds.
We appreciate you and look forward to serving you!