ESTIMATES & HOME EVALUATIONS
Estimates are estimates only. Our estimates are based off the information submitted to us deriving from phone consultations, or on-site consultations (home evaluations).
Please note: phone consultations are blind estimates; we have not seen your residence and are using the information you have provided us in order to generate an estimate which may not include information about various factors that could affect your price. When we arrive for a scheduled appointment, we will evaluate your property and provide you with feedback and an opportunity to voice any concerns you may have regarding the duties to be performed and their corresponding prices. Again, an estimate is simply that: an estimate. If we require more time and detail and your appointment will cost more than quoted, then we will contact you to get your authorization. If you have a limit for the amount you’d like to spend, we will do our best to prioritize tasks based on your main concerns.
PAYMENT
Payment is due on the day of service. All clients must pay for their service in full with check, cash or online payment at the time of their appointment or when you have received your invoice. All check or cash payments must be setting out in a visible area (table, desk, countertop) at the time our staff arrives. We will at that time contact you and inquire about payment for cleaning. We accept cash, check, and all major credit cards. Please write out checks to: Totally Awesome Maids. If payment cannot be received and cleaning cannot take place, then it will be handled as a Cancellation & Lockout. If payment is being made online, payment must be made by the end of the service day to avoid a late payment fee. Any payment made after the day of service will incur an additional fee of $35 applied to each invoice with an overdue balance.
TIPPING – While grateful, we do not require tips for any of our services. All tips are split between all team members who have serviced your home on that same day. If you would like to include a tip with your check or online payments, please notify our office and we will be happy to help ensure our team members receive it. Thank you!
CANCELLATION & LOCKOUTS
We understand that unplanned issues arise and you may need to cancel or reschedule your appointment. If this should happen, we respectfully ask that you notify us by phone, (919) 521-4355 or email at totallyawesomemaids@gmail.com a minimum of 48 hours before the appointment start time. If we receive less than 24-hour notice, you will be charged 50% of your cleaning rate. As a recurring client, all lock outs are subject to a minimum $50 service charge, though we reserve the right to charge the full cost of the appointment. This is to help cover our staff’s mileage, wages and travel costs as well as the wasted appointment. We appreciate your understanding and cooperation with us in regards to this policy in that it helps us continue to provide the best possible service to all our clients in a timely manner.
SUPPLIES AND EQUIPMENT – We provide our team with all equipment, cleaning products, and tools to service your home. If you have a certain preference in cleaning products or supplies, don’t hesitate to let us know. If we have it on hand, we will be glad to use that instead. Or if you would like us to use your own, we are happy to do so but it will be at your own discretion*.
*We are NOT able to be held accountable for any damage from using any supplies that we did not originally provide our team.
APPOINTMENTS & SCHEDULING
All appointment times are approximate. Please allow up to a 60-minute window for appointment times. We can’t guarantee what time team members will arrive because each home gets the attention it deserves and not a pre-determined amount of time. Still, most homes fall easily into regularly scheduled cleaning windows between 9 am to 5 pm, Monday to Friday.
Once your appointment is scheduled, we will give you an approximate window of arrival times between 30 minutes to 1 hour. We try our best to forecast the most accurate arrival time for our teams, however road and weather conditions can also damper the best of intentions. Thank you for your patience, we have not forgotten about you.
HOLIDAYS – We usually send a notice or call you to arrange a different day to clean your house. We do not clean on the following holidays when they fall on a weekday: New Year’s Day, Labor Day, Memorial Day, Independence Day, Thanksgiving Day, Christmas Eve, & Christmas Day.
NOTIFICATIONS – For your convenience, we strive to do our best to communicate all details of your appointment and service in a variety of ways including but not limited to:
Text alerts: Appointment Confirmation, On Our Way, Job is Complete and Pay Invoice by SMS.
Email: Appointment Confirmation and Reminder, Invoice Copy, Receipt Copy, Invoice Copy with Online Payment option, Satisfaction Survey.
If you would prefer to opt out of these notifications, please contact us by email at totallyawesomemaids@gmail.com or by phone.
ACCESS – For your convenience, a key copy or garage code may be supplied by you for your service appointments. For additional security, all house keys remain at our office and with our designated key holder at all times and will only be used on the day of your scheduled service.
REQUIRED HOME CONDITIONS – Buildings must be heated to at least 65 degrees Fahrenheit for us to conduct services. If you have us turn on the heat at our arrival we are not responsible for damages that may occur from turning the heat on. Water also must be turned on for us to clean. If there is no way to turn on the water or heat on our arrival we will consider it a “Lock Out” an clients will be charged a minimum of $50 to cover wages and expenses for the trip.
EXISTING DAMAGE TO PROPERTY OR ITEMS – Our teams will not clean in/on any property or items that shows signs of existing damage or similar sorts of issues. For instance, if we find a broken lamp while cleaning, we will not dust or wipe down that lamp because we do not want to do any further damage to that item and make anything worse. If you ask us to clean something damaged anyways, we are not responsible for damages that could occur during the cleaning of that item or area.
PREPERATION FOR A CLEANING
If Client will not be on the property during a cleaning, providing your cleaning team with a key, leaving a concealed key, or providing us with a garage or door code to enter is the most efficient way for you to provide us with access to your property. Smaller Items should be picked up off the floor and dressers, counters, and tub/shower space. These items should also be somewhat organized and decluttered before we arrive in order to allow the cleaning staff to clean more thoroughly. Also, if for some reason you do not want a particular room cleaned, please leave a note or close the door of that particular room. When possible, keep pets in separate areas/rooms from our service or cleaning areas. This way we can clean as efficiently as possible and keep your pets safe away from our cleaning supplies.
IF a home is not prepared for service and is determined to be too cluttered, we reserve the right to refuse service that day and may reschedule your appointment for another date or time or charge an additional fee to cover the added time needed to clean.
Employee Safety
We are committed to staff safety, and require our employees to refrain from climbing ladders higher than 30 inches or lift or move objects weighing more than 20 pounds. Our staff cannot clean bodily fluids, pet accidents or any other substance or item which may pose a health or safety hazard to our employees. We reserve the right to remove an employee from a job site at any time if his or her safety is of concern.
Satisfaction Guarantee
We guarantee you will be happy with our cleanings and your entire experience with us at Totally Awesome Maids. We appreciate all feedback and promise 100% satisfaction.
RECURRING APPOINTMENTS
While we aim to send the same team to your property each time, we may send a different team or one of the two Totally Awesome Maids Cleaners may be different due to staff illness, vacations, or scheduling conflicts. At times we may also need to reschedule your appointment, though we do everything we can in the event of a staff shortage to minimize disruptions, we do ask for your patience and flexibility. If we cannot send a different team we will notify you as soon as possible and work with you to reschedule your appointment at your earliest convenience.
RECURRING RATE POLICY – As a general cleaning client, a part of what you pay for is a consistent spot on our schedule. Having a consistent spot insures that you receive a discounted rate. Any gaps in regular service MAY increase your rate if additional time is needed in order to bring your home back to maintenance level. A cancellation fee will also apply if you do not cancel at least 24 hours in advance.
If you need to cancel or reschedule your cleaning service, please give us at least 24-hour notice. Please consider our scheduling/preparations and that we are reserving a time slot for your cleaning. Our cancellation policy will be applied to all accounts that are not cancelled/rescheduled at least 24 hours before your scheduled cleaning day.
RECURRING RATE DISCOUNT GUIDE – One of the biggest factors in the personal rate for your home is how often you would like to request our services. For each building, we will quote a general rate for as needed/spontaneous Touch of Awesome cleans and then discount that rate depending on your service frequency. Below will include an example for a Sample Home:
• As Needed: Our on-demand rate when you need a basic clean. (i.e.: $180 per spontaneous clean)
• Monthly: Service recurs every 4 to 6 weeks, or monthly with a 20% discount. (i.e.: $144 per clean)*
*MUST be less than 50 days since date of last service clean.
• Bi-Weekly: Service recurs every other week, with a 30% discount. (i.e: $126 per clean)*
*MUST be less than 22 days since date of last service clean
• Weekly: Service recurs every week, with a 40% discount (i.e: $108 per clean)*
*MUST be less than 12 days since date of last service clean.
ABOUT TOTALLY AWESOME MAIDS
Since 2014, we have been your local, family owned & operated, cleaning service dedicated to providing our clients with the best and most affordable, quality cleans in the Raleigh area. We are licensed and insured, so your home is safe and covered in our hands. We strive on convenience, and do our best to make your experience with us as easy as possible. We offer online booking, real-time appointment updates, online payments, and constant access to all appointment details with our app.
At Totally Awesome Maids, we take our time to find and create the best team to deliver our awesome services, each and every time. Each team member has been carefully interviewed, reviewed, background checked, and certified to provide your home with security and consistency. We understand that letting us into your home not only means getting a job done, but also that we are to respect and take great care of your most intimate space. We know what it takes to have a clean home and after getting to know you and your home, we promise to do our best to provide you with the same crew each visit.
Not only do our services provide a clean and hygienic place to call home, but is also proven to help improve stress, overall mood, health and mentality, as well as provide a better environment for a more positive outlook on life. We believe in making a difference in your home, and giving you the help you need so that you can focus on the better things in life. Love what we do? Share us with five friends and neighbors and receive a free Touch of Awesome Cleaning through our Loyalty Card Program! Just call or ask one of our team members for more details!
Thank you for your time and attention, we look forward to showing you what makes us Totally Awesome. If you have any questions or concerns in regards to our Customer Guidelines, please feel free to give us a call at (919) 521-4355 or email us at totallyawesomemaids@gmail.com .