Terms & Conditions

​1. Acceptance and Purpose

These Terms & Conditions (the “Terms”) govern your use of The Royal Maid’s website and your relationship with The Royal Maid as a customer. By requesting a quote, booking a cleaning, or using our services, you agree that these Terms apply to your interactions with us. The Royal Maid provides professional residential cleaning services and any other cleaning services that we specifically agree to provide in writing or through an accepted estimate or booking confirmation.

 

2. Service Scope

The exact scope of each cleaning visit depends on the service you select, the estimate you accept, the booking confirmation, any approved add-ons, and any written or clearly agreed instructions. A booking does not include every conceivable cleaning task in a home or property. Unless specifically included in your estimate or confirmation, tasks outside the described scope are not part of the service.

 

3. Estimates and Pricing

Estimates and pricing may take into account factors such as property size, number of bedrooms and bathrooms, occupancy, pets, cleaning frequency, requested services, property condition, special requests, photos or descriptions you provide, and the expected labor needed to complete the work. You agree to provide accurate information so that we can prepare a reasonable estimate.

If the actual conditions are materially different from what was described or expected (for example, significantly more clutter, buildup, or areas than anticipated), the price, scope, or time required may change. When reasonably practical, we will communicate any material changes to you before performing substantial extra work.

 

4. Recurring Cleaning

Recurring cleaning services may be offered on a weekly, biweekly, monthly, or other agreed interval. Pricing for recurring services generally assumes that the property’s condition, size, occupancy, and requested scope remain relatively consistent from visit to visit. If visits are skipped, the frequency changes, or the condition, size, occupancy, or scope changes significantly, pricing may be adjusted to reflect the additional time or effort required.

We do not require unnecessary long-term commitments. Any ongoing arrangement can be adjusted or discontinued in accordance with our cancellation and scheduling policies and any specific terms disclosed in your estimate or confirmation.

 

5. Arrival Windows

We do our best to arrive within a reasonable time window, but we cannot guarantee an exact minute of arrival. Traffic, prior jobs, staffing, weather, emergencies, and unexpected property conditions can affect timing. We aim to communicate reasonably about delays or changes when they occur.

 

6. Property Access and Authority

You agree to provide timely and safe access to the property at the scheduled time. Access may be provided by being present in person, using a door or gate code, lockbox, key, concierge, property manager, or another agreed method. By providing access, you represent that you have the authority to permit entry and to authorize cleaning services at the property.

 

7. Lockout and No-Access Situations

If our team cannot access the property at the scheduled time due to reasons such as an incorrect code, missing key, locked gate, denied entry, an absent customer when presence was required, or missing instructions, the visit may be treated as a late cancellation or no-access situation. A fee may apply only if the amount and policy were actually disclosed to you through a booking, estimate, confirmation, invoice, or other customer communication. No specific dollar amount is stated in these Terms.

 

8. Customer Preparation

You are not expected to “clean before the cleaners arrive,” but it is helpful to pick up clothing, toys, and personal items, reduce excessive clutter, secure important documents and valuables, clear obvious hazards, and provide reasonable access to the areas to be cleaned. Excessive clutter or blocked areas may limit what can be completed during the scheduled time.

 

13. Treatment of Personnel

You agree to treat The Royal Maid’s staff with respect and professionalism. Harassment, intimidation, discrimination, sexual misconduct, threats, aggression, or abuse toward our personnel is not acceptable. If our staff experiences or reasonably believes they are experiencing unsafe, hostile, or inappropriate behavior, we may pause or stop service immediately and, if necessary, decline future service.

 

14. Utilities

You agree to provide basic utilities needed for cleaning, including running water, electricity, adequate lighting, and a reasonable indoor temperature. If these utilities are not available or are unsafe, we may limit, modify, or postpone service until conditions are suitable.

 

15. Products and Equipment

Unless we specifically agree otherwise, The Royal Maid will select reasonable cleaning methods, products, tools, and equipment for the services provided. To help us clean safely and effectively, you agree to disclose any known allergies or sensitivities, manufacturer instructions, specialty surfaces, unsealed materials, or other known sensitivities or care requirements in the home.

 

16. Customer-Supplied Products

If you request that we use your own cleaning products or equipment, we may agree to do so at our discretion. We may decline to use any product or tool that appears unsafe, unlabeled, inappropriate, incompatible with the surface, or otherwise unsuitable. When you ask us to use customer-supplied products, you understand that those products may not perform as expected and may carry their own risks. This does not waive The Royal Maid’s responsibility for its own negligence where applicable law requires it, but it does mean that product-specific risks associated with your chosen products may reasonably be allocated to you.

 

17. Specialty Surfaces

Specialty surfaces may include, for example, marble, granite, quartzite, travertine, natural or unsealed stone, specialty wood, custom cabinetry, hand-painted surfaces, delicate tile, custom metal finishes, and high-end fixtures. You agree to inform us of any non-obvious care requirements, special manufacturer instructions, or known sensitivities for these surfaces. If our staff cannot determine a safe and appropriate method for a particular surface, we may decline to clean it or may clean only in a limited way to avoid damage.

 

18. Fragile and High-Value Property; Valuables

Please identify and secure fragile, high-value, or irreplaceable items such as antiques, artwork, collectibles, heirlooms, delicate décor, electronics, cash, jewelry, medication, firearms, important documents, small expensive items, and other valuables. Our staff may decline to handle or clean items that appear unstable, extremely fragile, or at high risk of damage.

If you believe something is missing or damaged after a visit, please notify us promptly so we can review the situation. We may ask for reasonable details about the item or concern so that we can investigate.

 

19. Pre-Existing Conditions

The Royal Maid is not responsible for pre-existing damage, defects, or ordinary deterioration, including but not limited to loose fixtures, scratches, chips, cracked grout, failed caulking, peeling finishes, damaged blinds, brittle plastic, deteriorated coatings, unsealed surfaces, water damage, or damaged furniture. Cleaning may reveal damage or wear that was previously concealed or less noticeable. We are not responsible for such underlying conditions.

 

20. Heavy Items

For safety reasons, our staff does not move large or heavy items such as major appliances, safes, pianos, large furniture pieces, entertainment centers, heavy beds, or items that would normally require professional movers. We will clean around and under accessible areas to the extent reasonably possible without moving such items.

 

21. Heights

Our staff will not stand on furniture, countertops, unstable stools, roofs, or other unsafe surfaces, and will not use ladders or equipment that we consider unsafe or beyond our normal scope. Very high windows, chandeliers, vaulted fixtures, and exterior elevations may require specialty arrangements or may be excluded from standard service.

 

22. Cancellations and Schedule Changes

We request at least 48 hours’ notice if you need to cancel or reschedule a visit. If you cancel late, cancel on the same day, or we cannot access the property as scheduled, a cancellation or no-access fee may apply only if that fee and policy were actually disclosed to you through a booking, estimate, confirmation, invoice, or other customer communication. No specific dollar amount is stated in these Terms.

 

23. Payment

Payment terms, including any requirement for a payment method on file, deposits, prepayment, or payment upon completion, will be disclosed in your estimate, booking, invoice, or other customer communication. By providing a payment method, you authorize The Royal Maid to charge for services you schedule and receive, including authorized add-ons, applicable taxes, and any disclosed cancellation or no-access fees.

If you authorize recurring services, you may also authorize recurring charges in accordance with the terms disclosed to you. If a payment is declined or reversed, we may request an updated payment method and may pause or discontinue service until the account is brought current.

 

24. Gratuities

Tips or gratuities for staff are appreciated but entirely optional. Any gratuity you choose to provide is voluntary and does not replace payment for services.

 

25. THE ROYAL SATISFACTION PROMISE

If an area that was included in your purchased cleaning was not cleaned to the agreed standard, please contact The Royal Maid within 24 hours after the cleaning is completed and give us a reasonable opportunity to re-clean the affected included area when appropriate. This satisfaction promise applies only to areas and tasks that were part of the purchased service and does not apply to new messes, excluded areas, tasks that were not purchased, permanent stains, discoloration, etching, corrosion, surface damage, wear, deterioration, or conditions that ordinary cleaning cannot reasonably correct.

Nothing in these Terms is intended to limit or waive any non-waivable consumer rights or remedies provided by applicable law.

 

26. Damage Reporting and Resolution

If you believe that our services may have caused damage, please notify us as soon as reasonably possible, and no later than 48 hours after the cleaning or after you reasonably discover the issue. We may ask for information such as a description of the item or area, photos, approximate age, and any available purchase or repair information so that we can review and investigate.

Submitting a report does not by itself establish responsibility. We will make a reasonable, good-faith effort to investigate and, where we are legally responsible, to address the situation. Where appropriate and permitted by law, reasonable repair may be considered before replacement, and factors such as age, prior condition, repairability, depreciation, and fair value may be taken into account. These Terms are not intended to exclude or limit any liability that cannot be excluded or limited under applicable California law.

 

27. Photos and Documentation

We may take photos or other documentation in connection with estimates, property condition, completed work, safety concerns, pre-existing damage, quality concerns, and damage allegations. These operational photos are used for internal and service-related purposes. Identifiable interior-home photos are not used for marketing or public advertising without your permission.

 

28. Website Use and Intellectual Property

You agree not to misuse The Royal Maid’s website or online tools. Prohibited conduct includes, for example, attempting unauthorized access, introducing malware, interfering with site operation, engaging in illegal scraping or data collection, impersonating others, submitting fraudulent bookings or payment information, or using the site for unlawful activity.

Information on the website, including pricing, promotions, availability, service area, and descriptions, may change from time to time. If there is a conflict between general website content and the specific terms of an accepted estimate, booking confirmation, or invoice for your service, the specific accepted terms for that transaction will generally control.

Unless otherwise noted, the content on the website, including The Royal Maid’s brand, logo, text, graphics, photos, service descriptions, and marketing materials, is owned by or licensed to The Royal Maid and is protected by applicable intellectual property laws. You may not copy, reproduce, distribute, or create derivative works from this content except as allowed by law or with our express permission.

 

29. Disclaimers and Limitation of Liability

To the extent permitted by applicable law, The Royal Maid provides its website and standard residential cleaning services on a reasonable and professional basis, but does not guarantee that every result will meet every expectation in every circumstance. Except as otherwise required by law, we are not responsible for indirect, incidental, special, or consequential damages arising out of or related to the use of our services or website.

Nothing in these Terms is intended to exclude or limit liability that cannot be excluded or limited under applicable law, including certain consumer rights and remedies under California law. If any limitation in these Terms is found unenforceable in a particular situation, that limitation will be applied only to the extent permitted by law.

 

30. Disputes and General Terms

These Terms and any disputes arising out of or relating to your use of our website or services are governed by the laws of the State of California, without regard to its conflict-of-law rules, to the extent permitted by applicable law.

We encourage you to contact us first through the Contact page on this website so that we can try in good faith to resolve any concerns directly. Nothing in these Terms is intended to prevent you from seeking any remedies that cannot be limited under applicable law.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. Our decision not to enforce a particular provision on one occasion does not waive our right to enforce it on another occasion.

These Terms do not include a mandatory arbitration requirement or a class-action waiver.

 

31. Changes and Contact

We may update or revise these Terms & Conditions from time to time. When we do, we will post the updated Terms on this page with a new “Last Updated” date. Your continued use of the website or services after changes are posted may be treated as acceptance of the updated Terms, as permitted by applicable law.

If you have any questions about these Terms & Conditions or would like to contact us about your services, please reach out through the Contact page on this website.