Service Policies

These policies are designed to ensure clarity, fairness, and consistency for both Alpha Maid and our valued clients. Please review them carefully.

SCOPE OF WORK:

Alpha Maid is not required to perform any tasks outside of what has been the agreed upon cleaning package. If you wish to have a service added on or if you wish to alter your service tasks please contact us directly and if it is something we are able to do we’ll try our best to accommodate your request. If you wish to make significant changes to your typical booking structure please let us know prior to the booking if possible (at least 24 hours notice is preferred). 

TIPPING POLICY:

Our Professional House Cleaner (PHC) is permitted to accept tips.

RESCHEDULING & CANCELLATIONS (RECURRING MAINTENANCE CLEANING): 

Your recurring cleaning appointment reserves a dedicated time slot in Alpha Maid’s schedule. Because this time is held exclusively for your home, changes or cancellations impact scheduling availability.

Life happens—sometimes scheduling conflicts arise for either party. Communication is key. Please call, text, or email as soon as you know there is a conflict and Alpha Maid will work to accommodate rescheduling when possible.

Rescheduling: 

• Requests made within 48 hours of the appointment will not incur a cancellation fee if the cleaning can be completed within the same week, subject to Alpha Maid’s availability.

• If no suitable alternative time is available, the appointment will be treated as a cancellation and the applicable fee will apply.

• Providing 7+ days’ notice is appreciated whenever possible to help keep scheduling running smoothly.

Cancellation Fees:

• Less than 48 hours’ notice: 75% of your average booking fee

• Less than 24 hours’ notice: 100% of your average booking fee

• Same-day cancellations or no-shows: 100% of your average booking fee

Skipping Recurring Cleanings:

Recurring maintenance services are intended to maintain your home on a consistent schedule. Because recurring clients reserve a dedicated time slot, scheduled cleanings cannot be skipped and must either be completed as scheduled or rescheduled.

If a client chooses to cancel a scheduled appointment rather than reschedule it, the applicable cancellation fee will apply.

Repeated cancellations or skipped appointments may result in the recurring time slot being reassessed or discontinued.

Professional Schedule Flexibility: 

• Occasionally, the Professional House Cleaner may request to adjust your regular cleaning appointment to accommodate deep cleans, priority services, or other scheduling needs.

• If your appointment is rescheduled by the cleaner and the alternative time offered does not work for you, the cleaning will be scheduled for the next mutually available appointment time.

• No cancellation fee will apply when the change is initiated by the cleaner.

SICK POLICY:

If you or your children are sick with a contagious illness (flu, cold, pneumonia, chicken pox, etc.), please call to reschedule your cleaning. Even though the PHC disinfects during service, germs can still be transferred to other homes or cause the PHC to become sick. To be fair to all clients, service will be paused until your household is well again.

The PHC may also need to call in sick to protect you and your family.

If illness requires you to cancel within 24 hours of your scheduled cleaning, the standard cancellation fee will not apply.

SNOW STORM POLICY:

Dependability is one of our core values, so we take cancellations and rescheduling seriously. We do not shut down operations unless absolutely necessary.

• We do not automatically close when schools are closed due to weather.

• Our team will use our professional judgment to determine if driving conditions are safe.

• If we decide to close or open late, you will receive a text message in advance.

• Please assume your booking is proceeding as scheduled if you do not hear from us on the day of your appointment.

Safety & Access Requirements: 

• Please clear a parking spot and shovel/salt/sand walkways and steps to ensure safe access for our Provider.

• If the walkway or steps are unsafe, or there is no cleared parking, the booking may be aborted.

• In this case, it will be treated as a same-day cancellation and 100% of the estimated booking fee will apply.

CLIENT PRESENCE POLICY: 

At Alpha Maid, client presence is not required for our cleaning services. For safety, efficiency, and the best possible results, we kindly request that the home be unoccupied during the scheduled service. This allows our Professional House Cleaners (PHCs) to work efficiently and deliver the highest quality cleaning.

We understand that schedules can sometimes be challenging. If you need to be present for any portion of the service, please notify us in advance so we can make appropriate accommodations. Many clients choose to provide access via a door code or spare key, allowing services to be completed conveniently while they are away.

If you choose to remain in the home during your scheduled cleaning, please avoid walking on freshly mopped floors and wait until all cleaned surfaces are fully dry before entering a room. By signing this form, you acknowledge and accept full responsibility for any slips, falls, or accidents that may occur as a result of entering areas with wet or recently cleaned floors.

EXCESS CLUTTER:

Alpha Maid specializes in cleaning services and does not provide organizing or decluttering services. Desks or surfaces with large amounts of paperwork cannot be cleaned.

The PHC is not required to pick up toys, clothes, or other household items and will clean around them if necessary. Excessively cluttered areas may be skipped at the PHC’s discretion. The normal fee remains payable regardless of skipped areas.

Tip: Clients are encouraged to tidy surfaces before service to ensure the PHC can clean thoroughly and efficiently.

PET POLICY:

For everyone’s safety and efficiency, clients must notify Alpha Maid in advance if a pet may pose challenges (aggression, over-friendliness, escape risk, biting, scratching, intimidation, or interference with cleaning). Pets should be secured in a separate area during the service.

For health, safety, and sanitary reasons, Alpha Maid does not clean homes with active flea infestations. If a flea infestation is discovered, the cleaning will be cancelled immediately, and the same-day cancellation fee (100% of the booking estimate) will apply. Additionally, any costs related to cleaning or replacing contaminated equipment will be billed to the client, as we cannot risk transferring pests to other homes. 

If the professional house cleaner discovers pet feces eg. cat or dog poop on the floor in one of the rooms being cleaned during a booking, the PHC will clean it up and disinfect the area. A $5 charge will be included on the invoice for cleaning the mess. 

MULTIPLE CLEAN SITUATIONS:

Some items may take more than one cleaning to look their best. For example, tubs and shower stalls with buildup may take several visits to fully restore. The PHC will focus on steady progress each visit while ensuring the rest of the home is properly cleaned. Items may not be fully restorable if permanent damage has occurred.

RE-CLEANING POLICY:

Once a room or area has been fully cleaned by the PHC, it is considered complete. If anyone in the home creates a mess or soils a room or area after it has already been cleaned, the PHC is under no obligation to re-clean that space. The PHC retains full discretion to determine whether or not they will re-clean any such area.

PHOTOS & VIDEO POLICY:

Alpha Maid may take and store photographs or videos of service areas and completed work. These records are used primarily to:

1. Document the condition of areas before and after service

2. Safeguard against damage claims

3. Verify that services were completed as agreed

Any use of images or recordings for promotional or marketing purposes will only be done with the customer’s prior consent. All media is handled respectfully and kept secure.

PARKING POLICY:

Alpha Maid provides all necessary cleaning supplies and equipment for every booking, including a full range of cleaning products, a cleaning caddy, a professional vacuum, a mop and bucket, fresh microfiber cloths, and reusable toilet brush heads stored in sealed containers. Bringing this equipment into your home often requires multiple trips to and from our vehicle.

To support a smooth and efficient service, we kindly ask clients to ensure the PHC has access to the nearest available parking space whenever possible. This helps streamline the setup process for both our clients and the PHC.

PRICING POLICY:

Pricing is structured to ensure fairness, transparency, and consistency based on the size, condition, and specific needs of each home.

Standard (Recurring) Cleaning:

Service Rates (Starting At):

Small Homes

(1–2 bed / 1–2 bath | 0–1500 sq ft)

Biweekly: $105 | Monthly: $120

Medium Homes

(2–3 bed / 2–3 bath | 1500–3000 sq ft)

Biweekly: $125 | Monthly: $140

Large Homes

(3–4 bed / 2–3 bath | 3000–4500 sq ft)

Biweekly: $145 | Monthly: $160

Homes over 4500 sq ft: Custom quote required 

Optional Add-Ons:

• Finished basement → $25

• Extra full bathroom → $25

• Extra half bathroom → $10

Price Adjustments:

• Homes with 2 or more shedding pets → +$15

These adjustments account for the additional time and detail required to properly service the home.

How Your Price is Calculated:

1. Select the pricing tier that matches your home

2. Choose your cleaning frequency

3. Add any applicable add-ons

4. Include any necessary adjustments

Pricing Considerations:

All pricing is tailored based on:

• Home size and layout

• Cleaning frequency

• Requested add-ons

• Overall condition and upkeep of the home

Deep Cleaning & Move-In / Move-Out Cleaning:

These services are priced based on total labor hours (man-hours) required.

Minimum Booking:

• A 4-hour minimum applies

How Pricing Works:

• A custom estimate is provided based on the size, condition, and scope of work

• Billing is based on actual hours worked, not estimates

Billing Transparency:

You are only charged for the time required to complete your service.

Example:

A deep cleaning estimated at 9–10 hours but completed in 8.5 hours will be billed at 8.5 hours.

Important Notes:

• Final pricing may vary depending on the condition of the home

• Heavily soiled or neglected spaces may require additional time

• All services are subject to HST

DAMAGE & LIABILITY:

Alpha Maid is not responsible for any pre-existing damage, fragile items, or items that are improperly installed or poorly maintained.

When cleaning showers with sliding doors—particularly curved doors or systems with multiple overlapping panels—these doors are often already misaligned or improperly installed. During cleaning, it is possible that a pre-existing weakness may be revealed, which could result in a door becoming further misaligned or coming off its track.

If this occurs during a booking, our cleaner will make reasonable efforts to complete the cleaning of the shower; however, Alpha Maid is not responsible for repositioning, repairing, or reinstalling the shower doors.

OVEN DOOR REMOVAL POLICY:

For safety and liability reasons, Alpha Maid does not remove oven doors during oven cleaning. All cleaning services are performed with the oven door left in place. 

TOILET CLEANING POLICY:

The PHC may remove standard-style toilet seats for deep cleaning beneath the seat and for sanitizing plastic components. This applies only to traditional toilet seat designs. If the client has a bidet or bidet-style attachment in any bathroom, the PHC will not remove, detach, or disconnect any part of the bidet system during the cleaning process. All cleaning of bidet-equipped toilets will be performed with the system fully installed and connected. The PHC will use toilet-specific detailing brushes to thoroughly clean around the seat, hinges, and surrounding areas to the best extent possible without disconnecting the bidet or seat. 

APPLIANCE PULL-OUT POLICY: 

Kitchen appliances may be pulled out at our discretion if it is safe to do so. Appliances will not be pulled out if the kitchen has hardwood flooring.

Please note that pulling out appliances is not guaranteed, even if a Deep or Move In/ Out cleaning service has been booked. 

We do not pull out or move appliances in laundry rooms, including washers and dryers.