Terms of Service

These terms were last updated September 18, 2025. Previous versions are available upon request.
Clients are advised to print a copy of these Terms of Service for their records.

Introduction

We are honored to be invited into your home. Our goal is to provide consistent, safe, and high-quality cleaning services. To protect both you and our team, the following Terms of Service apply to all appointments with HeyMaid.

Quotes & Scope of Work

All cleaning quotes are prepared using historical service data and the information provided by the Client at the time of booking. Our goal is to be accurate and transparent so that you know what to expect before we arrive. In rare cases, our team may discover conditions or tasks that fall outside the typical scope of work—for example, excessive clutter, heavy buildup, or repairs needed before cleaning can be completed. If this occurs, the originally quoted price may not cover the additional work required. HeyMaid will never surprise you with unexpected charges. We will stop work, explain the situation, and present any necessary price adjustments in advance. No work that exceeds the originally quoted or agreed-upon amount will be performed without your explicit permission. This ensures that you always stay in control of both the services performed and the final cost.

Cleaning Products

HeyMaid provides and uses our own professional cleaning products. These are minimal-chemical products safe for most surfaces. If you have special requirements or would like us to use a specific product you provide, please notify us in advance.

Satisfaction Guarantee

We stand by our work. If you are dissatisfied with an area, HeyMaid will attempt one re-cleaning of that area. If the re-clean still does not meet customer expectations but the area meets HeyMaid Quality Assurance standards, no further return visits will be made. We will, however, work on the area again during your next scheduled cleaning.

Time Limits & Scope of Work

Services are based on booked time. Cleaners will prioritize according to the Client’s list within the scheduled window. Additional time requires prior approval and will be billed accordingly. A minimum visit fee applies.

Payment

Payment must be made through our secure payment portal, either by phone or online, using debit card, credit card, or ACH transfer. We do not accept cash, checks, Zelle, CashApp, or similar payment services.

Payment is due at the time of service unless you are enrolled in a Care Plan.

Refunds are not offered. Instead, HeyMaid will re-clean any unsatisfactory area under our Satisfaction Guarantee. Returned or failed payments are subject to a $25 fee. For declined cards or chargebacks, a processing fee may apply.

Tipping is never required. If a Client wishes to tip, they may tip the cleaners directly using cash.

Care Plans (Service Agreements)

HeyMaid Care Plans provide consistent service, priority scheduling, and locked-in pricing for the scope of work agreed upon. By signing up for a Care Plan, you agree to a 6-month term with at least one cleaning per chosen frequency (weekly, biweekly, or monthly). Billing is per visit at the agreed rate.

In the rare event that conditions in the home differ substantially from what was represented at booking, pricing may be adjusted in accordance with our Quotes and Scope of Work policy. In such cases, HeyMaid will stop work, notify you, and obtain your approval before proceeding at any revised rate.

Clients may skip one scheduled cleaning during the 6-month term at no charge. Any further skipped appointments will be billed in full unless the plan is canceled. Clients may cancel early by paying a cancellation fee of $750, prorated to the remaining term. If promotional upgrades or bonuses were given at the start of the plan, their value may be charged back if the plan is canceled early.

Cancellations & Rescheduling

Cancellations or rescheduling with less than 48 hours’ notice are subject to a $100 fee. If your home is inaccessible at the scheduled time (“lock-out”), the same fee will apply. Recurring customers who skip appointments outside of Care Plan rules may see a pricing adjustment based on the time between visits. Some cleanings (e.g., one-time or move-out services) may require a non-refundable booking deposit.

Exclusions & Service Limits

To maintain safety and quality, HeyMaid cleaners do not perform the following:

  • Cleaning in unfinished spaces such as garages or unfinished basements

  • Outdoor spaces including screened porches, decks, or balconies

  • Exterior window cleaning

  • Work requiring ladders beyond a two-step step stool

  • Lifting or moving heavy furniture requiring more than one person

  • Cleaning biohazardous waste including vomit, blood, urine, feces, litter boxes, or similar hazards

  • Cleaning insect- or rodent-infested areas

  • Deep cleaning of carpets, grout, or mold (referrals to professional services may be available)

  • Removing or handling firearms, valuables, or jewelry

  • Performing out-of-scope tasks that jeopardize health or safety

Safety and Work Conditions

  • Smoking: We do not provide service in homes where smoking occurs indoors.

  • Temperature: For the comfort and safety of our staff, please keep your home between 65–74°F during service.

  • Utilities: Running water and electricity must be available at the time of service. If they are not, we will need to reschedule.

  • Pets: You are responsible for your pets’ safety during service. Cleaners are not liable for pets escaping or being injured. Aggressive or anxious pets must be secured. No pet waste or litter box cleaning is performed.

  • Illness: If anyone in the home is sick with a contagious illness, please reschedule. Likewise, we will reschedule if a staff member is ill.

  • Access: Clients must provide access to the home by key, lockbox, code, or being present. Lockouts are billed as cancellations. Clients are responsible for accurate alarm instructions and any false-alarm fees. Lost keys will be handled by rekeying or locksmith service, capped at a reasonable cost.

  • Parking: Clients must provide safe, legal parking. Any parking fees or tickets incurred during service are the Client’s responsibility.

  • Arrival Windows: Appointment times are approximate and may vary due to traffic, weather, or prior jobs. We provide an arrival window and will communicate delays. Services may be rescheduled in unsafe weather.

Photos, Media, and Privacy

We may take before-and-after photos of non-identifiable areas such as stoves, sinks, or vacant spaces for quality control, training, and limited marketing. Identifiable details will never be shared without written permission. For client privacy, indoor cameras must be disclosed. Audio must be turned off during service, and cameras are not permitted in bathrooms or bedrooms while staff are working. We operate with the mindset that we are always accountable, but for the privacy of our team members—most of whom are women—we ask that all camera locations be disclosed prior to service.

Liability and Damages

We treat your home with care and carry insurance for damage or breakage caused by our staff. However, HeyMaid cannot assume responsibility for:

  • Items damaged due to normal wear and tear or improper installation

  • Fragile or high-value items such as artwork, collectibles, heirlooms, or items over $200 in value unless disclosed in writing beforehand

  • Pre-existing conditions such as brittle blinds, unsecured wall hangings, or unsealed flooring

  • Construction or renovation dust that resettles after cleaning

Any damage concerns must be reported within 24 hours of service. We will work with you in good faith toward a fair resolution. Our remedy may include repair, replacement, or reimbursement capped at fair market value.

Non-Solicitation of Staff

HeyMaid invests significant time and resources into recruiting, screening, training, and supporting our employees. Our cleaners are the heart of our company, and we value them as our most important asset. To protect this investment and ensure a consistent, professional experience for all clients, you agree not to solicit our employees to perform any cleaning or home-related services outside of HeyMaid. This includes offering them side work directly, requesting that they provide services for a friend or family member, or arranging future cleanings without going through HeyMaid.

If you wish to employ a HeyMaid cleaner outside of our service, a referral fee of $5,000 will apply. This fee reflects the cost of recruiting, training, and maintaining the high standards that our employees deliver in your home. By scheduling service with HeyMaid, you agree to this policy and acknowledge that any attempt to hire, solicit, or contract with HeyMaid staff outside of the company may result in termination of your service agreement in addition to the referral fee.

Move-Out and Third-Party Inspections

We cannot guarantee that our results will satisfy landlords, HOAs, or third-party inspectors. Re-cleans are limited to our normal Satisfaction Guarantee and apply only to originally scoped areas.

Disclaimer of Warranties

To the fullest extent permitted by law, HeyMaid provides services “as is” and “as available.” We make no warranties, expressed or implied, including warranties of merchantability or fitness for a particular purpose.

Legal Protections

  • Governing Law and Venue: This agreement is governed by the laws of the State of North Carolina. Any dispute, claim, or legal action arising out of or relating to this agreement shall be brought in the state courts located in Rutherford County, North Carolina.

  • Arbitration and Mediation: In the event of a dispute, both parties agree to first attempt resolution through good-faith mediation. If mediation does not resolve the matter, disputes shall be submitted to binding arbitration under the rules of the American Arbitration Association. Arbitration shall be the exclusive remedy for disputes, except that HeyMaid may pursue small claims or collections actions in court.

  • Limitation of Liability: HeyMaid’s total liability for any claim arising out of services provided shall not exceed the total amount paid by the Client for services in the 60 days preceding the event giving rise to the claim.

  • Indemnification: The Client agrees to defend, indemnify, and hold harmless HeyMaid, its employees, owners, and agents from and against any and all claims, damages, or expenses (including attorney’s fees) arising from the Client’s own negligence, misconduct, or failure to secure pets, property, or hazardous conditions in the home.

  • Force Majeure: HeyMaid shall not be liable for any failure or delay in performance caused by circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, severe weather, pandemics, power outages, or government restrictions.

  • Severability: If any provision of this agreement is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

  • Attorney’s Fees: In the event of any legal action or arbitration arising out of this agreement, the prevailing party shall be entitled to recover reasonable attorney’s fees and costs.

  • Entire Agreement and Modifications: This agreement constitutes the entire understanding between HeyMaid and the Client and supersedes all prior discussions, representations, or agreements. Any modification to these terms must be in writing and signed by both parties. HeyMaid may assign this agreement, in whole or in part, to a successor or affiliate in the event of a merger, sale, or transfer of business. The Client may not assign this agreement without HeyMaid’s written consent.

Agreement and Updates

By scheduling service with HeyMaid, you agree to these Terms of Service. This agreement may be updated from time to time. The most recent version will always be available on our website.

Acceptance of Terms

By signing an agreement with HeyMaid, the Client acknowledges that they have read, understood, and agree to these Terms of Service. These terms constitute the entire agreement between HeyMaid and the Client and supersede any prior discussions, representations, or agreements.