Terms of Service

These terms were last updated October 20, 2025. Previous versions are available upon request.
Clients are advised to print a copy of these Terms of Service for their records.

Introduction

One of HeyMaid’s founding principles is “Make it simple to be a Client”. We believe clear communication and realistic expectations are key to a simple Client experience that is free from uncertainty and bad surprises. In the interest of simplicity and setting expectations, please read the following.

Price

The quoted price is based on square footage and typical conditions. In rare cases, conditions may be found to be atypical (e.g. significant clutter, excessive buildup). If this occurs, the HeyMaid office will contact you and discuss a mutual resolution by either (a) expanding the scope of work for an additional cost, or (b) tailoring the scope of work to remain within the original quoted price. HeyMaid will never surprise you with unexpected charges. No work that exceeds the agreed-upon amount will be performed without your explicit permission. This ensures that you always stay in control of the final cost.

Scope of Work

Services are based on Scope of Work, not a designated cleaning time. Actual cleaning times will vary. The Scope of Work is outlined in a checklist and appended to the Service Agreement, which you will approve prior to work beginning. Any tasks not explicitly stated are excluded from the Scope of Work. If you wish to add items to the Scope of Work, please contact the HeyMaid office. Additional costs will apply.

HeyMaid cleaners do not perform the following. In some cases, we may be able to recommend a specialist for these services:

  • Washing dishes

  • Laundry services (wash, dry, fold, iron)

  • Organizing or decluttering

  • Moving or displacing furniture, even for cleaning purposes

  • Cleaning unfinished spaces (e.g. garage, unfinished basement) or outdoor spaces (e.g. screened porches, decks, balconies) unless it is included in a “Complete” cleaning package.

  • Cleaning the exterior of windows

  • Work requiring ladders beyond a “two-step” step stool

  • Cleaning biohazards (e.g. vomit, blood, feces, infestations, litter boxes)

  • Deep cleaning carpets, mold, or grout

Care Plans (Recurring Service Agreements)

HeyMaid Care Plans provide recurring service with priority scheduling and locked-in pricing for the agreed scope of work. By enrolling, the Client agrees to a 6-month term with service at the selected frequency (e.g. weekly, biweekly, monthly).

Billing occurs per visit. Clients may select a different cleaning package (e.g. Essential, Deep, Complete) and add-ons before each visit. Clients may cancel one visit per term at no charge; additional skipped visits will be billed per HeyMaid’s standard cancellation policy ($50 per cancellation).

HeyMaid prioritizes our recurring Care Plan Clients. When new clients request service, we may decline these opportunities to maintain our commitments to existing Care Plan members. As such, a $500 cancellation fee— prorated to the remaining term—applies for early cancellations of all Care Plans. If promotional credits, upgrades, or bonuses were provided, their value may be charged back upon early termination.

Billing & Appointments

Accepted Payments: HeyMaid accepts payment via debit card, credit card, or ACH transfer (also known as “e-check”). To streamline our billing operations, we do not accept cash, checks, Zelle, CashApp, or similar payment services.

No Tipping: We believe tipping makes it more complicated to be a Client. Thus, we enforce a simple no tipping policy. HeyMaid cleaners are paid a living wage. If you wish to show appreciate for a cleaner, we invite you to give them feedback on your post-visit survey.

Cleaning Products: HeyMaid provides our own professional cleaning products. If you have special needs or would like us to use a specific product you provide, please notify us in advance.

Appointment Times: Appointment times are approximate and may vary due to traffic, weather, or prior jobs. We provide an arrival window. Services may be rescheduled in unsafe weather.

Cancellations: If you wish to cancel or reschedule an appointment, please do so at least 48 hours in advance. This ensures we can modify our cleaning routes and preserve the productivity of our crews. Short-notice cancellations and reschedulings (less than 48 hours) may be subject to a $50 fee.

Satisfaction Guarantee: We stand by our work. If you are dissatisfied with an area, HeyMaid will either (a) make one return trip specifically to re-clean this area, or (b) re-clean the area during your next scheduled cleaning.

Work Conditions

No Smoking: We do not provide service in spaces where smoking occurs, or has historically occurred, indoors.

Internal Temperature: Please keep all spaces between 65–74°F during service.

Utilities: Running water & electricity must be available at the time of service.

Pets: Client is responsible for their pets’ safety during service. Cleaners are not liable for pets escaping or being injured. Aggressive or anxious pets must be secured.

Access: Client must provide access to the home/office.If your home/office is inaccessible at the scheduled time (“lock-out”), HeyMaid’s standard cancellation fee will apply. 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: Client must provide safe, legal parking.

Photos & Media: We may take photos for quality control, training, or marketing. Identifiable details will never be shared.

Unusual Circumstances

Refunds: Refunds are not offered. Instead, HeyMaid will re-clean unsatisfactory areas under our Satisfaction Guarantee (see above). For declined cards or chargebacks, a processing fee may apply.

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

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

  • High-value items (e.g. artwork, collectibles, heirlooms) over $500 in value unless disclosed in writing beforehand

  • Pre-existing conditions (e.g. brittle blinds, unsecured wall hangings, unsealed flooring)

  • Mechanical failings (e.g. refrigerator door hinge, loose cabinet drawer)

  • Heavy dust that resettles after cleaning

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.

Non-Solicitation of Staff: Our cleaning staff are employees, not independent contractors, and perform work exclusively through HeyMaid. Under no circumstances may you solicit or attempt to employ a HeyMaid cleaner for any cleaning or service work outside the company. Anyone in violation of this clause agrees to immediate termination of service and the payment of a $5000 Employee Referral Fee.

Legal Provisions

  • 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.

  • 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 Polk 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, our 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/office.

  • 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: If any legal action or arbitration arises from this agreement, the prevailing party is entitled to recover its reasonable attorney’s fees and costs, subject to the limits of applicable law.

  • 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.

  • Updates: This agreement may be updated from time to time. The most recent version will always be available on our website at www.heymaid.com/terms.

Agreement

By scheduling service with HeyMaid, you confirm that you have read, understood, and agree to these Terms of Service.