Customer Guidelines

Please Read the Customer Guidelines!

At Smart Way Maids, we are dedicated to delivering an exceptional cleaning experience. To ensure consistent, high-quality service for every client, we have established a set of policies and procedures. These guidelines not only help us maintain our standards but also support stable employment for our staff.
As a valued client, we kindly ask that you take a moment to familiarize yourself with the following policies and procedures to help us provide you with the best possible service.
Accurate Estimates and Communication Policy
We value your time and strive to provide the most accurate cleaning estimate possible. To achieve this, we rely on you to provide honest and detailed information about your home during booking. Since we do not conduct an in-person assessment before cleaning, the accuracy of the information you provide is essential for planning and scheduling.
If it becomes apparent that your home requires more time than originally estimated, we will notify you immediately. At that point, you can choose to:
  • 1. Extend the cleaning time at our current hourly rate.
  • 2. Prioritize specific areas within the originally scheduled timeframe.
Additional charges will only apply if you are notified in advance and approve the changes.
To ensure a smooth experience, please remain accessible by phone or email during your scheduled service in case we need to discuss any adjustments. Your cooperation helps us deliver the high-quality service you expect and deserve.
Our estimated time is based on cleaning and does not account for time spent tidying. Don’t clean before we arrive—leave that to us! However, we kindly ask that you pick up and tidy as much as possible beforehand. This allows us to focus on delivering detailed, high-quality results for you.
To help our cleaning technicians deliver the best results, please minimize distractions to allow them to work efficiently and without interruptions. Here’s how you can prepare:
  • 1. Schedule your cleaning on a day when fewer people will be at home.
  • 2. Ensure all rooms are accessible during the scheduled cleaning time.
These simple steps create an ideal environment for our team to focus on providing the thorough, high-quality cleaning you deserve.
If you have special requests or need additional services, please communicate them directly with our office, not with the cleaning technicians. Contact us in advance to schedule and discuss any additional services or specific requests. This ensures we can properly plan and meet your expectations efficiently.
At Smart Way Maids, we aim to deliver excellent service to all our clients. While we cannot provide exact appointment times, our technicians are scheduled to arrive within the following time windows:
  • Morning Appointments: Between 8:00 a.m. and 9:00 a.m.
  • Afternoon Appointments: Between 11:00 a.m. and 1:00 p.m.
Please note that arrival times may vary due to factors such as schedule adjustments, traffic, and service frequency. We appreciate your understanding and flexibility in accommodating these variations.
Rest assured, our team will arrive as soon as possible within the specified window to provide the high-quality service you expect. If you have any questions or concerns about your appointment time, feel free to contact us—we’re here to help!
To ensure a seamless cleaning experience, we recommend providing secure access to your home through methods such as:
  • Electronic Door Keypads
  • Garage Door Keypads
  • Lockboxes securely placed on the property
If you prefer to leave a door unlocked or a key in a concealed location, our team will only enter with your explicit permission. For security reasons, Smart Way Maids does not hold, maintain, or take possession of any property keys.
These measures prioritize both your security and convenience, allowing us to focus on delivering exceptional service. If you have questions or need assistance setting up access, please let us know!
At Smart Way Maids, we value the time and commitment of both our employees and clients. To ensure smooth scheduling, we adhere to a firm 48-hour skip policy:
  • If you need to skip or reschedule your cleaning, please notify us at least 48 hours before your scheduled appointment. This allows us to offer your time slot to another client.
  • Skips or reschedules made within 48 hours of the appointment will incur a charge of 50% of the total service fee.
Additionally, the following situations will result in being charged the full service fee:
  • Same-day skips.
  • Inability to access your home upon arrival (e.g., locked doors or no provided access).
  • Turning away our team at the door.
  • Notice Required: If you need to skip or reschedule a cleaning, please provide at least 48 hours' notice. Providing advance notice allows us to adjust schedules efficiently and accommodate other clients.
  • Rescheduling Within 7 Days: No additional charges will apply if your cleaning is rescheduled to a date within 7 days of the original appointment.
  • Skipping or Rescheduling Beyond 7 Days: An additional skip fee will be applied to your next cleaning to cover the extra work required.
  • Weekly Cleanings: $15 additional fee for the next visit.
  • Every Other Week Cleanings: $25 additional fee for the next visit.
  • Every Four Weeks Cleanings: Charged at our current hourly rate for the next visit.

If two or more cleanings are skipped, the next visit will be charged at the full, non-discounted rate to accommodate the required catch-up cleaning.

All rescheduling or skipping requests must be made through our office during business hours:

  • Monday – Friday, 8:00 a.m. – 5:00 p.m.
  • Call us at (732) 508-8597.

By providing at least 48 hours’ notice, you help us maintain a smooth schedule and deliver excellent service to all our clients. Thank you for your cooperation!

We require payment at the time of service. We accept all major credit cards, and your card on file will be charged on the day of cleaning.

Tips are greatly appreciated but never required. You are welcome to leave an amount that feels comfortable for you. Rest assured, 100% of the tips go directly to the cleaning technician who performed the service.

  • If leaving cash, please clearly mark it as a tip.
  • You can also add a tip directly to your invoice or contact our office at (732) 508-8597 for assistance.

Your generosity is always appreciated.

As part of our cleaning process, we will take a few minutes to load the dishwasher to free up the sink for cleaning. Please keep the following in mind:

1- Dishwasher Assumptions:

Any dishes found in the dishwasher will be presumed dirty unless otherwise indicated.

If your dishwasher contains clean dishes, we kindly ask that you empty it before your scheduled cleaning.
Sink Dishes:
Any dishes left in the sink will be presumed dishwasher-safe and loaded into the dishwasher.
A sink full of dishes requiring hand washing is considered an additional service and may incur an extra fee.
Additional Services:
If hand washing is required, we will provide a quote for this add-on service before beginning the cleaning process.

We love pets and understand they are part of your family. However, the safety of your pets and our staff is our top priority. To ensure a smooth and safe cleaning experience, we kindly ask you to follow these guidelines:
  1. Securing Your Pets:
    • If possible, please secure your pets in a designated area of your home during the cleaning service.
  2. Pets Left Inside:
    • Our team will do their best to ensure your pets remain safe and comfortable while cleaning.
    • Pets will not be taken outdoors under any circumstances by our cleaning staff.
  3. Care and Cleanup:
    • We do not provide pet care services, such as feeding pets or cleaning up after pet accidents or sick pets.
If you have any collectibles or expensive items, please let us know so we can make a note on your account. We kindly request that you handle and clean curio cabinets, figurines, glassware, antiques, and items of significant monetary or sentimental value yourself.
While our team members are trained to handle your possessions with care, we cannot assume responsibility for any damages that may occur during the cleaning process. Your cooperation helps us ensure the safety and security of your valuables.
We ask that you ensure the temperature inside your home is set to a comfortable level before we arrive. Our cleaning technicians cannot work in environments that are too hot or too cold as they can be physically uncomfortable and potentially hazardous.
We prioritize the safety and well-being of our employees while providing high-quality cleaning services to our clients. Therefore, we have a Hazardous and Expertise Policy outlining the list of items and areas that we do not clean due to safety concerns or lack of expertise.
We do not clean animal feces, human blood, bodily fluids, or any hazardous material that could potentially put our employees’ health at risk. Additionally, we do not clean mold, asbestos, or any other harmful substance that requires specialized training or equipment.
We also avoid cleaning areas that cannot be reached with a 2-step ladder, such as high ceilings or hard-to-reach corners. Our cleaning technicians are strictly prohibited from moving heavy items that require more than two people or specialized equipment to move safely.
Please note that this list is not exhaustive and may be subject to change based on our ongoing evaluation of safety and expertise. We appreciate your understanding and cooperation in helping us maintain a safe working environment for our staff while providing you with the best possible cleaning services.
If we cause damage or breakage to an item, we will notify you immediately and work with you to find a fair solution for repair or replacement, within reason. If you discover any damage or breakage that we may have missed, please report it to us within 24 hours so we can address the issue promptly.
Please note that Smart Way Maids cannot be held liable for items that are broken or damaged due to unstable bases, improper attachment, or inadequate securing to walls.
At Smart Way Maids, we invest significant time and resources in recruiting, screening, hiring, and training our employees to provide exceptional service to our clients. We take pride in our low employee turnover rate, which reflects our commitment to both our team and our customers.
To protect this investment, our employees are prohibited from entering into a direct working relationship with any customer for a period of 24 months following the end of their employment with us. We kindly ask that clients respect this policy and refrain from soliciting our employees for private hire.
If this policy is breached, a finder’s fee of $5,000 will be assessed for hiring a cleaning technician employed by Smart Way Maids for private work.
Thank you for your understanding and for supporting our efforts to maintain the high standards and success of our company.
We may take before-and-after photos during your initial cleaning appointment and move-in/move-out cleaning services. These photos help us ensure your satisfaction and maintain our high cleaning standards. Occasionally, we may also take photos during recurring appointments if the home is not in its usual condition.
Photos are used for training purposes, documenting work performance, and promoting the quality of our services. We are committed to protecting your privacy and will never take photos of personal items such as family photos, jewelry, or other sensitive belongings.
If you prefer that we do not take photos of work areas in your home, please notify our office prior to your cleaning appointment to sign a waiver of liability. Please note that our satisfaction guarantee may not apply if we are unable to document cleaning progress through photos for review by our office team.
Thank you for your understanding and cooperation in helping us maintain transparency and high-quality service.
At Smart Way Maids, we take pride in showcasing the exceptional cleaning services we provide. With your permission, we may take before-and-after photos to share on our social media pages or website. We deeply respect your privacy and guarantee that no personal items, such as family photos, names, or identifying details, will be visible in these photos. We will only showcase the cleaned areas and any furniture or decor moved for the cleaning process.
If you prefer not to have any photos taken of your home, please inform us before your cleaning appointment. We will always respect your wishes and your privacy. Our goal is to provide a high-quality cleaning experience while earning and maintaining your trust.
Thank you for considering allowing us to share our cleaning successes with others while respecting your privacy.
At Smart Way Maids, we value your feedback as an essential part of maintaining the highest quality in our services. We encourage you to share your overall experience and let us know if there are any issues or concerns so we can address them promptly. Our employees take great pride in their work and appreciate being informed if you are ever dissatisfied with a service.
Open communication helps us ensure consistency and continuously improve the services we provide.
Thank you for your input and for helping us deliver the best possible cleaning experience.
At Smart Way Maids, we are committed to providing you with exceptional cleaning services. While our rates may be subject to change, we will always notify you in advance of any price adjustments.
Additionally, if the condition or needs of your home change, a price adjustment may be necessary to reflect the additional time or resources required. Please note that if you discontinue service and later reinstate it, your service may be subject to new rates.
At Smart Way Maids, we understand and respect the importance of confidentiality in our relationship with our clients. This Agreement establishes a confidential relationship between our company and you, the client. Any information concerning your business affairs, customers, vendors, finances, properties, methods of operation, or other such details—whether written, oral, or otherwise—is treated as Confidential Information.
We pledge that we will not disclose any confidential information to any person during or after the term of this Agreement. Additionally, we ensure that all our employees are bound by the same terms and conditions to protect your privacy.
Clients may choose to opt out of allowing their public reviews or private feedback to be used as references or testimonials for Smart Way Maids marketing purposes.
Thank you for trusting us to maintain the confidentiality and integrity of our professional relationship.
At Smart Way Maids, we are committed to providing meticulous and high-quality cleaning services. If we miss something or the service does not meet your expectations, we take full responsibility and will work with you to ensure your complete satisfaction.
If you are not satisfied, please notify us within 24 hours of your cleaning by calling or emailing our office. We will promptly return to re-clean the area in question. Please note, however, that we cannot guarantee touch-ups for items or areas that are damaged, improperly maintained, stained, or aged beyond the point of effective cleaning.
While we do not offer refunds, our team will work closely with you to resolve any concerns and ensure you are happy with the results. Our ultimate goal is to leave your home sparkling clean and exceed your expectations.
At Smart Way Maids, we understand that circumstances can change, and you may need to cancel your recurring cleaning services. We do not require a contract, so you are free to cancel your recurring services at any time.
To ensure a smooth process, please notify us directly by phone or email. Once we receive your cancellation request, we will confirm the cancellation and inform you of any associated fees.
Please note that cancellation requests made within 48 hours of a scheduled appointment will result in a cancellation fee, which will be applied to your next cleaning.
Thank you for your understanding and cooperation as we continue to provide exceptional service to all our clients.
We might capture before and after images during your initial cleaning session and move-in/out services. These images help us verify your satisfaction and maintain our high cleaning standards. Occasionally, we may also take photos during regular appointments if the home is not in its typical state. These photos are used for training, proof of work performance, and promoting our quality standards. We never photograph personal belongings such as family photos or jewelry. If you prefer not to have photos taken of work areas in your home, please inform our office before your cleaning session to sign a liability waiver. Please note that our satisfaction guarantee might not apply if our cleaning professionals cannot show cleaning progress in your home to our office team.
At Smart Way Maids, we take pride in highlighting the exceptional cleaning services we offer to our clients. With your consent, we may capture before and after images to post on our social media platforms or website. We understand the importance of privacy and assure you that we will not reveal any personal items, such as family photos or names, in these images. We will only display the areas we have cleaned and any furniture or decor that may have been moved for the cleaning process. If you do not wish to have any photos taken of your home, please let us know before your cleaning session. We will always respect your preferences and your privacy. Our goal is to deliver the best cleaning experience possible while maintaining your trust and respect. Thank you for considering allowing us to share our cleaning achievements with others.

Thank You for Reviewing Our Customer Guidelines

Thank you for taking the time to review our customer guidelines. We hope they provide you with a clear understanding of our services and policies. If you have any questions or concerns, please feel free to contact us—we’re here to assist you.
We truly appreciate your business and look forward to making your experience with Smart Way Maids exceptional and memorable.