THE MAID SQUAD SERVICE AGREEMENT

This Service Agreement (“Agreement”) is entered into between The Maid Squad (“Company”) and the person booking or receiving services (“Customer”) for residential cleaning and related services.

By booking, scheduling, authorizing, or allowing cleaning services to begin, Customer acknowledges that they have read, understood, and agreed to this Agreement.

1. Service Provider

The Maid Squad operates as a cleaning referral company and coordinates cleaning services performed by independent cleaning professionals (“Cleaner” or “Cleaners”).

Cleaners referred through The Maid Squad are independent contractors and are not employees of The Maid Squad. Cleaners are responsible for the manner and means by which they perform cleaning services, subject to the scope of services booked, applicable safety requirements, and the terms of this Agreement.

Nothing in this Agreement is intended to waive any right or liability that cannot legally be waived under California law.

2. Scope of Cleaning Services

The Cleaner will perform only the services included in the Customer’s confirmed booking and that can reasonably be completed within the scheduled service time.

The amount of cleaning that can be completed depends on several factors, including the size and condition of the property, level of buildup, clutter, requested tasks, number of rooms, and services selected.

A booking for a specified number of hours represents a reservation of cleaning time and does not guarantee completion of an entire home or a specific checklist unless expressly stated in writing by The Maid Squad.

If the Customer requests additional tasks after the Cleaner arrives, those tasks are subject to available time and may result in other cleaning tasks not being completed. Additional time may be purchased, subject to Cleaner availability and Company approval.

Cleaners are not required to perform work that was not included in the booking, is unsafe, requires specialized licensing or equipment, or falls outside the services offered by The Maid Squad.

3. Laundry Service

Laundry is an on-premises add-on service only.

When laundry service is selected, the Cleaner may wash and/or dry Customer laundry only using a functioning washer and dryer located inside the residence, unit, or property being cleaned.

Laundry is intended to be performed simultaneously with cleaning. Wash and dry cycles may continue while the Cleaner performs other cleaning tasks.

Cleaners are not permitted to leave the service location to perform laundry or any other Customer errand. Cleaners will not transport clothing, linens, or other belongings to or from a laundromat, dry cleaner, laundry room located off the service property, another residence, or any other off-site location.

The Customer is responsible for providing any requested laundry detergent, fabric softener, stain treatment, or other laundry products unless otherwise agreed.

The Customer is responsible for identifying items requiring special handling, including hand-wash, dry-clean-only, delicate, color-separated, air-dry, or other special-care items. Cleaners are not responsible for shrinkage, color transfer, fading, damage, or other changes resulting from ordinary washing or drying when following Customer instructions or garment care labels.

The Maid Squad does not guarantee that all laundry will be washed, dried, folded, or completed within the scheduled cleaning period. Completion depends on the amount of laundry, machine cycle times, equipment functionality, and the total time booked.

If an on-site washer or dryer is unavailable, inaccessible, malfunctioning, or located somewhere the Cleaner cannot reasonably or safely access, the laundry service will not be performed.

4. Errands and Leaving the Service Location

Cleaning services are limited to the property identified in the Customer’s booking.

Cleaners may not leave the property at the Customer’s request to purchase supplies, pick up or deliver items, perform laundry, visit a dry cleaner or laundromat, dispose of items at another location, walk pets, transport individuals, or perform other personal errands.

Customer requests made directly to a Cleaner do not modify the Customer’s booking or this Agreement.

Any additional service or change in scope must be approved by The Maid Squad.

5. Quality Guarantee and Reclean Policy

The Maid Squad strives to provide professional cleaning services consistent with the service booked.

If the Customer believes an area included in the booked service was not cleaned satisfactorily, the Customer must notify The Maid Squad within 24 hours after completion of the service and provide reasonable details and, when requested, photographs of the affected area.

When appropriate, The Maid Squad will arrange for the affected area to be recleaned within approximately 48 business hours, subject to Cleaner availability.

The Customer must provide reasonable access to the property for the reclean.

A reclean is the Company's primary remedy for a cleaning-quality complaint. If the Customer declines or prevents a reasonable opportunity to perform a reclean, the Customer may not be eligible for a refund, credit, or discount relating to that complaint.

The guarantee does not apply to areas or tasks that were outside the booked service, could not reasonably be completed within the time purchased, were inaccessible, were excessively cluttered, presented unsafe or unsanitary conditions, or required specialty cleaning.

6. Customer Responsibilities and Property Access

Customer agrees to:

Provide accurate information about the property, including its size, condition, number of rooms, pets, access requirements, and requested services.
Provide safe and timely access to the property at the scheduled service time.
Provide working electricity and running hot and cold water.
Ensure the property has safe working conditions.
Secure pets when necessary.
Remove excessive clutter when the Customer expects surfaces underneath those items to be cleaned.
Inform The Maid Squad of any fragile, damaged, unstable, valuable, or unusually delicate items or surfaces before cleaning begins.
Provide any necessary gate codes, parking instructions, building access information, keys, or other access instructions before the appointment.

The Cleaner is not responsible for moving excessively heavy furniture, appliances, or other items that cannot reasonably and safely be moved by one person.

If the Cleaner cannot enter the property, cannot safely perform the service, or experiences a significant delay caused by the Customer or property access, cancellation or waiting-time charges may apply.

7. Unsafe, Unsanitary, or Hazardous Conditions

The Maid Squad does not provide hazardous-material remediation or specialized biohazard services.

Cleaners are not required to clean or handle conditions including, but not limited to:

Human or animal bodily fluids or waste beyond ordinary household pet cleanup
Blood, needles, or medical waste
Mold requiring remediation
Pest or insect infestations
Bed bugs, fleas, lice, rodents, or similar infestations
Fire, smoke, flood, or significant water damage
Hazardous chemicals or materials
Excessive grease or conditions requiring specialized commercial equipment
Illegal substances or dangerous items
Conditions that the Cleaner reasonably believes could threaten their health or safety

The Cleaner may stop work and leave the property if unsafe, threatening, abusive, discriminatory, sexually inappropriate, hazardous, or materially different conditions are encountered.

Depending on the circumstances and time already reserved or worked, the Customer may remain responsible for some or all of the scheduled service charge.

8. Customer Conduct and Cleaner Safety

The Maid Squad maintains a safe working environment for all Cleaners.

Customers, occupants, guests, and other individuals present at the property may not threaten, harass, intimidate, discriminate against, sexually harass, expose themselves to, make inappropriate sexual requests of, touch without consent, or otherwise engage in unsafe or inappropriate conduct toward a Cleaner.

A Cleaner may immediately leave the property if they feel unsafe or experience inappropriate conduct.

The Maid Squad reserves the right to terminate service and refuse future bookings following inappropriate, threatening, abusive, or unsafe conduct.

9. Rescheduling and Cancellation

The Maid Squad requires at least 24 hours’ notice to cancel or reschedule a cleaning.

Appointments canceled or rescheduled with less than 24 hours’ notice may be charged 50% of the scheduled service price.

The same fee may apply when the Cleaner is unable to perform the service because the Customer fails to provide access, fails to disclose unsafe conditions, or has conditions at the property that prevent the Cleaner from reasonably beginning the booked service.

If The Maid Squad must change an appointment because of Cleaner availability, emergencies, severe weather, traffic conditions, holidays, or other circumstances beyond reasonable control, the Company will attempt to reschedule the service as close to the original appointment as reasonably possible.

10. Rates, Time-Based Services, and Estimates

Unless otherwise stated in writing, estimates are based on information provided by the Customer and the average amount of time normally required for a property of the described size and condition.

For hourly services, the Customer is purchasing a specified amount of cleaning labor rather than guaranteed completion of a particular property or checklist.

A “man-hour” means one Cleaner working for one hour. For example, two Cleaners working for two hours equals four man-hours.

If additional time is needed, The Maid Squad may contact the Customer for authorization to extend the service. Additional time will be charged at the applicable rate.

If additional time is not authorized or the Cleaner is unavailable to remain longer, cleaning will stop when the purchased time expires.

The Maid Squad may change its rates for future services. Changes to recurring-service pricing will apply prospectively after notice to the Customer.

11. Breakage, Damage, Fragile Items, and Pre-Existing Conditions

Customers must secure or identify valuable, fragile, unstable, damaged, or irreplaceable items before service.

The Maid Squad should be notified of any alleged property damage as soon as reasonably possible after service, preferably within 24 hours, and the Customer may be asked to provide photographs and other documentation.

The Maid Squad and its Cleaners are not responsible for ordinary wear and tear, pre-existing damage, improperly installed items, loose fixtures, unstable furniture, deteriorated surfaces, defective equipment, or damage resulting from conditions that were not reasonably apparent before cleaning.

Cleaners should not be asked to clean valuable collectibles, artwork, antiques, heirlooms, or other unusually fragile items unless specifically agreed upon.

If the Customer asks a Cleaner to use Customer-owned equipment, appliances, cleaning products, or tools, Customer accepts the ordinary risks associated with their use, except to the extent liability cannot legally be excluded.

12. Valuables and Personal Property

Customers should secure cash, jewelry, prescription medication, firearms, important documents, collectibles, and other valuable or sensitive property before the Cleaner arrives.

The Maid Squad recommends that Customers do not leave unusually valuable or irreplaceable items unsecured in areas being cleaned.

Any claim involving missing property should be reported to The Maid Squad promptly so the matter can be reviewed.

13. Cleaning Products and Customer-Provided Products

The Maid Squad or Cleaner may provide standard cleaning supplies and equipment unless otherwise stated.

Customers requesting the use of specific products must make those products available at the property and provide any necessary instructions.

The Maid Squad and its Cleaners are not responsible for adverse results caused by a Customer-requested product when the product is used according to its instructions, except where liability cannot legally be excluded.

Customer must disclose surfaces requiring specialty products or treatment.

14. Cleaner Capabilities and Prohibited Tasks

For safety and liability reasons:

Cleaners will not clean areas or surfaces that require unsafe reaching or climbing.
Cleaners will not stand on furniture, countertops, chairs, ladders, or other objects to reach elevated areas.
Cleaners may decline to move excessively heavy furniture or appliances.
The Maid Squad provides interior window cleaning only unless another service is expressly confirmed in writing.
Exterior window cleaning requiring exterior access, ladders, roofs, or other elevated equipment is not included.
Cleaners will not perform repairs, maintenance, plumbing, electrical work, pest control, mold remediation, or other specialized trade services.
15. Pets, Plants, and Children

Cleaners are not responsible for supervising or caring for children, pets, or plants.

Customers are responsible for securing pets when necessary. If a pet displays aggressive behavior or the Cleaner reasonably feels unsafe, the Cleaner may refuse to enter or may leave the property.

The Customer is responsible for preventing children and pets from interfering with cleaning equipment, chemicals, wet floors, or other cleaning activities.

16. Payment Authorization

The Maid Squad accepts payment by credit or debit card through its approved payment system.

Customer authorizes The Maid Squad and its payment processor to place an authorization hold on the card associated with the booking before the scheduled service and to charge the applicable amount following service.

Customer also authorizes charges properly due under this Agreement, including approved additional cleaning time and applicable cancellation or lockout fees.

The Customer is responsible for providing a valid payment method.

Cleaning services may be canceled or delayed if payment authorization cannot be obtained.

17. Refunds and Service Complaints

Because cleaning labor cannot be returned after it has been performed, refunds are not automatically provided for completed cleaning time.

Cleaning-quality concerns are handled under the reclean procedure in Section 5.

Nothing in this Agreement limits any refund or other remedy required by applicable law.

18. Before-and-After Photographs

The Maid Squad and its Cleaners may take reasonable before-and-after photographs of areas being cleaned for purposes including documenting property conditions, verifying work performed, resolving service disputes, training, and quality assurance.

Customers who do not want photographs taken should notify The Maid Squad before service by text at 800-561-1489 or email at sales@themaid-squad.com.

Photos containing identifying or sensitive personal information will not intentionally be used for public marketing without appropriate permission.

19. Recurring Services

Customers who schedule recurring services are responsible for keeping their payment and contact information current.

Recurring appointments may be adjusted when necessary because of holidays, Cleaner availability, or other scheduling circumstances.

Customers may cancel recurring cleaning services subject to the cancellation requirements applicable to any appointment already scheduled.

Any recurring-service program will also be subject to applicable California automatic-renewal and cancellation requirements.

20. Holidays and Scheduling

The Maid Squad may be closed or operate on a modified schedule on major holidays, including New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.

Holiday-related schedule changes will be communicated when reasonably possible.

21. Third-Party and Customer Requests

Only services confirmed through The Maid Squad are considered part of the Customer’s booking.

A Customer, occupant, property manager, tenant, Airbnb guest, family member, or other person at the property may not materially expand the Cleaner’s duties by directly requesting additional services.

The Cleaner may decline any request outside the confirmed scope of service.

22. Limitation of Liability

To the fullest extent permitted by California law, The Maid Squad will not be responsible for indirect, incidental, special, or consequential damages arising from cleaning services.

Nothing in this Agreement is intended to exclude or limit liability where such exclusion or limitation is prohibited by applicable law.

23. Governing Law and Disputes

This Agreement is governed by the laws of the State of California.

Any legal action concerning this Agreement shall be brought in a court of competent jurisdiction as permitted by applicable law.

The parties are encouraged to attempt in good faith to resolve service disputes directly before pursuing formal legal proceedings.

24. Entire Agreement and Severability

This Agreement, together with the Customer’s booking confirmation and any written service-specific terms, constitutes the agreement regarding the booked cleaning service.

If any provision of this Agreement is determined to be invalid or unenforceable, the remaining provisions will remain in effect to the extent permitted by law.

25. Changes to Agreement

The Maid Squad may revise these terms from time to time. Changes will apply prospectively and will not retroactively change the terms governing services already performed unless agreed to by the Customer or required by law.

CUSTOMER ACKNOWLEDGMENT

By signing this Agreement, electronically accepting these terms, or booking and authorizing services after being provided access to these terms, Customer acknowledges that they have read, understood, and agreed to this Service Agreement.