1. Booking & Acceptance of Terms

By booking, accepting an estimate, or confirming a cleaning appointment with U HAVE IT MAID, you agree to these Terms & Conditions.

Submitting an estimate request does not guarantee or confirm an appointment. Your cleaning is confirmed only after the required booking steps have been completed, including placing a valid card on file.

We reserve the right to decline, discontinue, or refuse service when necessary, including for unsafe conditions, inappropriate behavior toward our team, or failure to comply with these policies.

2. Respect for Our Team

Please be kind to our people.

We have zero tolerance for harassment, discrimination, racism, sexism, threats, intimidation, or disrespectful behavior toward our cleaning professionals or office team.

If this occurs, our team may leave the property immediately. Service may be permanently discontinued, and the full scheduled cleaning price may be charged.

3. Safe Working Conditions

Our cleaning professionals must be able to work in a safe environment.

We do not clean or handle:

Human or animal waste;
Active insect or pest infestations;
Black mold;
Hoarding conditions;
Hazardous materials or substances;
Chimneys, fireplaces, or furnaces; or
Other conditions that may present a health or safety risk to our team.

Our team does not move or lift heavy furniture or other heavy items.

For safety reasons, our cleaning professionals will not climb higher than a standard three-step ladder. If a ladder is needed for an approved task, the homeowner must provide it.

If our team determines that a property or requested task cannot be cleaned safely, we may decline that portion of the service or leave the property.

4. Water & Electricity

Running water and working electricity must be available when our team arrives and throughout the cleaning.

If either is unavailable and prevents us from performing the service, our team may need to leave and the full scheduled cleaning price may be charged.

5. Card on File & Payment

A valid card on file is required to confirm your cleaning appointment.

We will send you a secure payment link where you can add your card. Card information is entered directly through our payment provider's secure system.

U HAVE IT MAID does not have access to your full card number or security code.

We may see limited information, such as the card brand and last four digits, for identification and payment management purposes.

Your card is not charged when it is added. Payment is processed after your cleaning is completed, and an invoice will be provided.

For scheduled cleanings, a valid card must be added by 6:00 PM on the day before your appointment. Your appointment is not considered confirmed until this requirement has been completed.

Please do not send credit card information by text message, email, or through a general website form.

6. Rescheduling & Cancellations

Plans change. We understand. We just ask for enough notice so we can manage our team's schedule.

Please provide at least 24 business hours' notice if you need to cancel or reschedule your appointment.

For purposes of this policy, business hours exclude weekends and company-observed holidays.

At least 24 business hours' notice: no cancellation fee.
Less than 24 business hours: $55 cancellation fee.
Two hours or less before your appointment: 100% of the scheduled cleaning price.

These policies may also apply when a scheduled service cannot be completed because access, utilities, or other required conditions were not provided.

7. Recurring Cleaning & Skipped Visits

Recurring cleaning pricing is based in part on the frequency of service. When a recurring visit is skipped, more time may pass between cleanings and the next visit may require additional work.

If you skip a recurring cleaning:

Weekly service: $10 will be added to your next cleaning.
Bi-weekly service: $15 will be added to your next cleaning.
Monthly service: your next cleaning will be charged at the applicable one-time cleaning rate.

There are no long-term contracts. You may discontinue recurring service, subject to the cancellation timing and fees described in these Terms.

8. Access to Your Home

Please make sure our team has clear and reliable access to your home at the scheduled time.

This may include providing entry instructions, access codes, keys, concierge information, or any other details needed to enter the property.

If our team cannot access the property, we will attempt to contact you.

Our team may wait for up to 30 minutes when scheduling allows. However, we cannot guarantee that the team will be able to remain at the property for the full 30 minutes, particularly when we are unable to reach you or waiting would affect other scheduled appointments.

If access cannot be provided and the cleaning cannot be completed, 100% of the scheduled cleaning price may be charged.

9. Alarms

Please disable home security alarms before our arrival or provide clear instructions for operating them.

U HAVE IT MAID is not responsible for alarm-related fees resulting from alarms that were not disabled or for which proper instructions were not provided.

10. Pets

We love pets, and pet-friendly homes are welcome.

You are responsible for your pets while our team is in your home. If your pet is anxious, protective, likely to escape, interferes with the cleaning, or may create a safety concern, please secure the pet in a comfortable area before we arrive.

If a pet creates a safety risk, our team may stop the cleaning or leave the property.

11. Getting Your Home Ready

You don't need to clean before we arrive — that's why we're coming.

However, picking up excessive clutter, clothing, toys, dishes, and personal belongings helps our team spend more time actually cleaning.

Please also make sure we have:

Clear access to the home;
Running water;
Working electricity;
Any necessary entry instructions; and
Advance notice of special requests.

12. Cleaning Supplies & Special Products

Our team brings the cleaning supplies and equipment needed for the scheduled service.

If you have a specific product you would like us to use, please leave it clearly visible on the kitchen counter and notify our office before the cleaning.

Providing extra trash bags is also appreciated when significant trash removal is expected as part of the scheduled cleaning.

We may decline to use a customer-provided product if our team believes it may be unsafe, inappropriate for the surface, or outside the scope of the scheduled service.

13. Special Requests

Have something specific you want us to focus on? Please let our office know before your cleaning.

Advance notice allows us to confirm whether the request is included in your service, whether additional time is needed, and whether any additional charge may apply.

Please communicate service changes and special requests through our office rather than relying solely on instructions given directly to the cleaning professional.

Some members of our cleaning team may not speak English fluently. Our office is available to help make sure instructions are communicated clearly.

14. While Our Team Is Cleaning

You are welcome to be home during your cleaning, but you do not need to be.

If you are home, giving our cleaning professionals enough space to work helps them clean efficiently and safely. If needed, you may move to another room while a particular area is being cleaned.

Please be mindful of phone calls, meetings, television, music, or other noise when our team needs to communicate with you.

Our cleaning professionals may occasionally need to use their phones to communicate with our office regarding your service.

15. Fragile, Valuable & Pre-Existing Conditions

Please notify our office before your cleaning about antiques, artwork, fragile items, high-value belongings, or anything requiring special care.

Our cleaning professionals are not permitted to clean antiques, artwork, or other identified high-value or unusually fragile items.

U HAVE IT MAID is not responsible for damage resulting from:

Pre-existing damage;
Normal wear and tear;
Improper installation;
Items that are already loose, cracked, damaged, or unstable;
Deterioration due to age or condition; or
Particularly fragile items that were not identified in advance.

If accidental damage occurs during your cleaning, please notify our office within 24 hours of the service so we can review what happened.

Damage concerns are handled separately from cleaning-quality concerns under our Satisfaction Guarantee.

16. Our 100% Satisfaction Guarantee

We want you to be happy with your cleaning.

If an area included in your scheduled service was missed or did not meet our cleaning standards, please contact us within 24 hours of your cleaning.

Please include photos or videos showing the area of concern so our team can review it.

When applicable, we will arrange a re-clean of the specific areas reported. Re-cleans must be completed within 48 hours of the original cleaning and are subject to team availability.

Our Satisfaction Guarantee applies to the specific areas reported within the required timeframe and does not provide a full repeat cleaning of the home.

Requests received more than 24 hours after the original service are not eligible for a re-clean under the guarantee.

The remedy provided under our Satisfaction Guarantee is a re-clean of the qualifying area, not a refund.

17. Refunds

Because cleaning is a service that has already been performed, completed cleaning services are non-refundable.

If there is a cleaning-quality concern, it will be handled according to the Satisfaction Guarantee above.

18. Pricing & Changes in Home Condition

Estimates are based on the information provided to us and the expected condition, size, and cleaning needs of the home.

If the actual condition of the property requires substantially more time, labor, or supplies than reasonably anticipated, the price may need to be adjusted.

When reasonably possible, we will contact you before performing additional work that would materially change the quoted price.

If the additional work is not approved, we may limit the cleaning to what can reasonably be completed within the originally scheduled service.

19. Before & After Photos

Our team may take limited before-and-after photos when reasonably necessary for quality assurance, service documentation, training, or to document the condition of an area before or after cleaning.

We respect the privacy of your home and aim to avoid including people, personal information, or unrelated private belongings whenever reasonably possible.

Photos taken for service documentation or quality purposes will not automatically be used for advertising or social media.

Any use of identifiable photos of a client's home for marketing should be handled separately from these Terms and with appropriate permission.

20. Tipping

Tips are always appreciated, but never required.

You may tip your cleaning professionals in cash or contact our office if you would like a tip added after your service.

Tips are distributed to the cleaning professionals who performed your cleaning.

21. Non-Solicitation of Cleaning Professionals

Our cleaning professionals are an important part of U HAVE IT MAID.

Clients agree not to directly hire, solicit, or arrange private home-related services with U HAVE IT MAID cleaning professionals outside of the company.

This helps us protect our team, scheduling, training, and the services we provide.

22. Communication

We may contact you by phone, text message, or email regarding your estimate, appointment, access instructions, payment, service details, changes, follow-up, or other matters related to your cleaning.

Please make sure the contact information provided to us is accurate and let us know if it changes.

23. Changes to These Terms

We may update these Terms & Conditions from time to time as our services, policies, or business practices change.

The most current version will be available on our website. The version applicable to a service will be the version in effect at the relevant time, subject to applicable law.