Our policies.

2: Access to your home: We can work with you to access your home. Various solutions include leaving a key with your building’s concierge, providing an access code or realtor’s lock box, or offering remote entry. We also accept key drops at our office.

3: Payment terms: We offer convenient payment methods via our online site. When booking, you will be charged a $1 hold. At the end of your scheduled appointment, your card will be charged for the full amount owed dependent on the size of your property. If you book the wrong sized home, you will be charged based on the actual dimensions of your property. We charge $45/hour/maid. The times listed on the scheduler are minimums but are often sufficient for cleaning. If you request that we stay longer, we bill in 15-minute increments at these rates.

4: Pet policy: We welcome pets, as long as they don’t make our cleaning crews feel unsafe. To be on the safe side, please restrain animals when we clean. Either 1. crate the animal or 2. have them separated from our crews. Every pet responds to strangers and vacuums differently, and we ask this to keep both our cleaning crews and your pets safe.

5: Theft: All of our employees have been properly vetted both in terms of experience as well as undergoing thorough background checks. We understand that theft may be the first assumption when an object seems to be missing, but we urge a thorough search of your home before assuming theft. In addition, we ask that you contact us immediately in regards to suspected theft. Our employees may have inadvertently moved the object in question.

6: Bonded and Insured: PineTree Maids is fully insured, including full liability and workman’s compensation. All of our cleaners are fully bonded and insured, and as a result we cover theft in the rare event of such an occurrence.

7: Our cleaning products and supplies: As a cleaning company, we provide all necessary equipment and products to properly clean your home. As professionals, we do not use products that may inadvertently cause harm to any part of your home, and you’re welcome to ask to examine our products and equipment when we arrive onsite.

8: Rescheduling and cancellations: We want our services to be convenient to customers while also being respectful of our employees time. For rescheduling and cancellation within one business day, there is no cost associated. Less than 1 business day prior to your scheduled clean, you will be assessed the full cost of the cleaning crew.

9: Your home upon arrival: Please have your home ready to be cleaned, so that we can do the best job possible. We ask that you organize objects and remove clutter, as our employees are trained not to reorganize/move your property. If your home is not ready for cleaning, we cannot guarantee a proper cleaning.

10: Cleaning teams: We usually send one maids to each clean, if you live in an apartment. If your home or apartment exceeds what is listed on our scheduling site, we will likely send a second or third maid to help. In this case, please contact us for pricing and scheduling.

11: Scheduled timing: We strive to meet the appointment time in which you have booked online. While we’d love to guarantee that we will be on time at the requested appointment, traffic, inclement weather, and delays in accessing client homes may prevent us from arriving on time.

12: Physical limitations: Our cleaning crews are always focused on the customer, but there are some things we can’t do. We aren’t able to move extraordinarily heavy objects, climb tall ladders to clean areas, or clean exterior areas of a home. In addition, we do not clean anything that may be considered a “biohazard,” including but not limited to animal feces, human fluids, mold, etc.

13: Damage policy: Every one of our employees are committed to avoiding any sort of damage throughout the cleaning process. With that being said, damage does happen, and we’re transparent about it. If damage occurs in your home as a direct result of our services, our employees are trained to photograph the damage and report it to us immediately. If you find your home is damaged, please contact us immediately as well, as after 24 hours from when we leave your home, we cannot ensure the source of the damage.

• OUR LIABILITY:  PineTree Maids’ liability is limited to refunding the price you paid for our service. We may offer to cover the cost of damaged items in your home without admitting liability for the damage. We also do not accept responsibility for any poorly secured items in your home. We may take photos when damage occurs, and these photos will be limited to the item in question.

14: When we provide service: Our hours of operation are 9AM-5PM, Monday through Friday. We are able to answer calls and appointment requests during this time. Calls made during the weekend will be returned promptly on Monday. We are also closed during all National holidays, and if an appointment is made on one of these holidays, we will reschedule as soon as possible.