Maid Sailors Satisfaction Promise
The Maid Sailors Satisfaction Promise is available to clients and is the sole liability of Maid Sailors to clients for the performance of services. If the client is not satisfied with the quality of the initial service requested and provided by Maid Sailors, then Maid Sailors may send another a Maid Sailors cleaner to re-perform the service (reclean) ordered at no additional charge to the client. Maid Sailors may also offer a partial refund in lieu of a reclean.
Clients should reference the Cleaning Checklist for Maid Sailors’ scope of work for standard cleans. Clients will be asked for photo documentation for validation purposes. Requests for recleans without sufficient evidence will not be honored. Recleans must be performed within 36 hours of the original cleaning. If a reclean is unable to be scheduled due to customer or Maid Sailors conflicts, a partial refund or a discounted future cleaning may be offered instead. Please note that if a client or approved party is present during the clean, it is the client’s responsibility to let the cleaner(s) know whether there are issues before they leave. In these situations where a complaint is later made, a reclean may be offered as a courtesy only. Recleans are utilized to address specific problem areas and will not be used as a full cleaning.
Maid Sailors Communications
By becoming a client, you agree to receive communications from us, including via email, text message, calls, and push notifications. You agree that texts, calls or prerecorded messages may be generated by automatic telephone dialing systems. Communications from Maid Sailors and/or its affiliated companies, may include but are not limited to: operational communications concerning your account or use of the Maid Sailors Platform or services, updates concerning new and existing features on the Maid Sailors Platform, communications concerning promotions run by us or our third-party partners, and news concerning Maid Sailors and industry developments. Standard text messaging charges applied by your cell phone carrier will apply to text messages we send.
If you wish to opt-out of promotional emails, please go to the following link https://maidsailors.launch27.com/admin/subscriptions. If you wish to opt-out of text messages, you can do so in your Maid Sailors account by going into a specific cleaning and unchecking the box that says “Send me text message reminders”. You acknowledge that you are not required to consent to receive promotional texts or calls as a condition of using the Maid Sailors platform or the services. You acknowledge that opting out of receiving communications from Maid Sailors may impact your use of the Maid Sailors platform or the services.
There are two types of service pricing, flat-rate service and hourly service.
Flat-Rate Service Pricing
Flat-rate pricing consists of a standard charge for homes under 1,000 sq ft. It is based on the square footage and condition of the home. Flat-rate pricing includes all items on the Cleaning Checklist. Any additional services requested will be considered add-ons and will be added to the flat-rate pricing as extra costs. These add-ons may include dishes, laundry, inside the oven, etc.
Note that flat-rate pricing is based on current market trends for the market in which you are seeking services and Maid Sailors reserves the right, at its sole discretion, to update or change the flat-rate pricing at any time.
Hourly Service Pricing
Hourly pricing is offered for homes over 1,000 sq ft., commercial spaces or for personalized services. There is a two (2) hour minimum for this service. If Maid Sailors takes less than the booked two-hour service, the client will still be charged for two hours. If the service requires more than the booked hours, Maid Sailors reserves the right to charge the client for the additional time in 30-minute increments.
Any additional services considered add-ons in the Flat-Rate Pricing above are inclusive in the Hourly Service as the client is paying for time. These add-ons may include dishes, laundry, inside the oven, etc.
Note that hourly pricing is based on current market trends for the market in which you are seeking services and Maid Sailors reserves the right, at its sole discretion, to update or change the hourly pricing at any time.
Maid Sailors may quote you a home service fee at the time of your request. The quote is subject to change depending on the overall condition of your home and the confirmation that correct home details were provided by the client. Any price quoted by Maid Sailors is an estimate only based on Maid Sailors’ experience, without an inspection, and based on information provided by the client. Subject to this clause, quotes are valid for a maximum of 14 days from the date of the quote. If during your home service you change your requested Services or a Maid Sailors cleaner confirms that the home details as provided by the client are incorrect or false, we may amend the initial quote and charge an adjusted home service fee based on the true details of the home and the conditions in the home. Maid Sailors does not guarantee that the quoted home service fee price will be the quoted price or that the price will not change, especially when details or conditions of the home were not represented accurately or fully by the client when booking the service.
Same-Day Service Fee
Maid Sailors recognizes that some clients need cleanings as soon as possible. If Maid Sailors is able to service a cleaning on the same day it was requested, a $40 same-day service fee will apply along with the service pricing selected. Maid Sailors reserves the right, at its sole discretion, to update or change the Same Day Service Fee at any time.
Same-Day Requests: Any service requested and serviced on the same day will get charged the Same-Day Service Fee. Service requested before 3pm EST for the following day you will not be charged a Same-Day Service Fee. Service requested after 3pm EST for the following day will be charged the Same-Day Service Fee.
Other fees and surcharges may apply to your service, including: actual or anticipated, state or local fees, and processing fees for split payments. In addition, where required by law, Maid Sailors will collect applicable taxes.
Following your service, you may elect to tip your Maid Sailors cleaner in cash or through your Maid Sailors account with the credit card on file. Please note that all tips are non-refundable.
Maid Sailors accepts all major credit cards. Maid Sailors does not take personal checks or cash. Online payments are processed by Stripe and though a fully secure 256 bit SSL protocol. In addition, Maid Sailors has full extended validation SSL security. Booking through Maid Sailors is safe and secure.
A hold will be placed on your account (for authorization) in the amount of your total balance 48 hours before your scheduled service date. The hold will drop off in 3-5 business days. THE HOLD IS NOT A CHARGE. We only charge you after the cleaning has been rendered and will receive an email invoice shortly thereafter. If Maid Sailors cannot process the hold by 9am EST the day before a scheduled cleaning, the cleaning will be cancelled.
To switch your billing information, simply log into our online portal using your username and password and edit your billing information. The online portal login is at the bottom of your initial booking confirmation email. Maid Sailors reserves the right to cancel any bookings and charge the appropriate cancellation fee for accounts that have incorrect billing information, incorrect addresses, or expired banking information.
Promotions, Referral Programs, and Recurring clients
Maid Sailors, at its sole discretion, may make available promotions with different features to any clients or prospective clients. These promotions, unless made to you, shall have no bearing whatsoever on your agreement or relationship with Maid Sailors. Maid Sailors reserves the right to withhold or deduct credits or benefits obtained through a promotion in the event that Maid Sailors determines or believes that the redemption of the promotion or receipt of the credit or benefit was in error, fraudulent, illegal, or in violation of the applicable promotion terms or this terms of service.
As part of your client account, Maid Sailors may provide you with or allow you to create a referral code a unique alphanumeric code for you to distribute to friends, family and other persons (each a “Referred User”) to become new Maid Sailors clients (“Referred clients”). Maid Sailors codes may only be distributed for promotional purposes and must be given away free of charge. You may not sell, trade, or barter your Maid Sailors code. You are prohibited from advertising Maid Sailors codes, including but not limited to: Google, Facebook, Twitter, Bing and Craigslist. Maid Sailors reserves the right to deactivate or invalidate any Maid Sailors Code at any time.
The client may only use one discount code per booking. The client may not use the same discount code twice for the same address (regardless if its a different date and time). All discount codes are only valid until they expire. Discount codes cannot be used with other discounts (such as recurring billing discounts). All promotional discounts must be applied before the service occurs.
You may sign up for recurring services at any time to enjoy the benefits of discounted rates. The discounted rate will be applied starting with the second cleaning (1st recurring cleaning). Maid Sailors reserves the right to revoke discounted rates if there are multiple cancellations or any behavior that voids the service as recurring.
Recurring clients can request a specific cleaner to regularly perform their cleanings. While Maid Sailors cannot guarantee that a specific cleaner will be available, all efforts will be made to send the requested cleaner or to alert the client of other options. Clients who book one-time cleanings can make a request but Maid Sailors does not guarantee a specific cleaner for one-time cleanings. Maid Sailors reserves the right to send an additional cleaner for training purposes as needed. Maid Sailors is an Equal-Opportunity Employer and does not discriminate against gender, ethnicity, or age. We cannot honor any specific request for a cleaner based on any protected group including race, color, national origin, religion, sex, disability, age, citizenship status, or genetic information.
Intellectual Property and Proper Use
You must be at least eighteen (18) years of age to use this website. By using this website and by agreeing to these terms and conditions, you warrant and represent that you are at least 18 years of age.
License To Use Website
Unless otherwise stated, Maid Sailors and/or its licensors own the intellectual property rights published on this website and materials used on https://maidsailors.com. Subject to the license below, all these intellectual property rights are reserved.
You may view, download for caching purposes only, and print pages, files or other content from the website for your own personal use, subject to the restrictions set out below and elsewhere in these terms and conditions.
You must not republish material from this website in neither print nor digital media or documents (including republication on another website);
- sell, rent or sub-license material from the website;
- show any material from the website in public;
- reproduce, duplicate, copy or otherwise exploit material on this website for a commercial purpose;
- edit or otherwise modify any material on the website;
- redistribute material from this website – except for content specifically and expressly made available for redistribution; or
- republish or reproduce any part of this website through the use of iframes or screenscrapers.
Where content is specifically made available for redistribution, it may only be redistributed within your organization.
You must not use this website in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of https://maidsailors.com or in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity.
You must not use this website to copy, store, host, transmit, send, use, publish or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious computer software.
You must not conduct any systematic or automated data collection activities on or in relation to this website without Maid Sailors’ express written consent.
- data mining
- data extraction
- data harvesting
- ‘framing’ (iframes)
- Article ‘Spinning’
You must not use this website or any part of it to transmit or send unsolicited commercial communications.
You must not use this website for any purpose related to marketing without the express written consent of Maid Sailors.
Access to certain areas of this website is restricted. Maid Sailors reserves the right to restrict access to certain areas of this website, or at our discretion, this entire website. Maid Sailors may change or modify this policy without notice.
If Maid Sailors provides you with a user ID and password to enable you to access restricted areas of this website or other content or services, you must ensure that the user ID and password are kept confidential. You alone are responsible for your password and user ID security..
Maid Sailors may disable your user ID and password at Maid Sailors’ sole discretion without notice or explanation.
In these terms and conditions, your user content means material (including without limitation text, images, audio material, video material and audio-visual material) that you submit to this website, for whatever purpose.
You grant to Maid Sailors a worldwide, irrevocable, non-exclusive, royalty-free license to use, reproduce, adapt, publish, translate and distribute your user content in any existing or future media. You also grant to Maid Sailors the right to sub-license these rights, and the right to bring an action for infringement of these rights.
Your user content must not be illegal or unlawful, must not infringe any third party’s legal rights, and must not be capable of giving rise to legal action whether against you or Maid Sailors or a third party (in each case under any applicable law).
You must not submit any user content to the website that is or has ever been the subject of any threatened or actual legal proceedings or other similar complaint.
Maid Sailors reserves the right to edit or remove any material submitted to this website, or stored on the servers of https://maidsailors.com, or hosted or published upon this website.
Maid Sailors’ rights under these terms and conditions in relation to user content, Maid Sailors does not undertake to monitor the submission of such content to, or the publication of such content on this website.
This website is provided without any representations or warranties, express or implied. Maid Sailors makes no representations or warranties in relation to this website or the information and materials provided on this website.
Without prejudice to the generality of the foregoing paragraph, Maid Sailors does not warrant that:
- this website will be constantly available, or available at all; or
- the information on this website is complete, true, accurate or non-misleading.
Nothing on this website constitutes, or is meant to constitute, advice of any kind. If you require advice in relation to any legal, financial or medical matter you should consult an appropriate professional.
Limitations of Liability
Maid Sailors will not be liable to you (whether under the law of contact, the law of torts or otherwise) in relation to the contents of, or use of, or otherwise in connection with, this website:
- for any indirect, special or consequential loss; or
- for any business losses, loss of revenue, income, profits or anticipated savings, loss of contracts or business relationships, loss of reputation or goodwill, or loss or corruption of information or data.
These limitations of liability apply even if Maid Sailors has been expressly advised of the potential loss.
Nothing in this website disclaimer will exclude or limit any warranty implied by law that it would be unlawful to exclude or limit; and nothing in this website disclaimer will exclude or limit the liability of Maid Sailors Cleaning Service in respect of any:
- death or personal injury caused by the negligence of Maid Sailors or its agents, employees or shareholders/owners;
- fraud or fraudulent misrepresentation on the part of Maid Sailors; or
- matter which it would be illegal or unlawful for Maid Sailors to exclude or limit, or to attempt or purport to exclude or limit, its liability.
By using this website, you agree that the exclusions and limitations of liability set out in this website disclaimer are reasonable. If you do not think they are reasonable, you must not use this website.
You accept that, as a limited liability company, Maid Sailors and related entities have an interest in limiting the personal liability of its officers and employees. You agree that you will not bring any claim personally against Maid Sailors and related entities’ officers or employees in respect of any losses you suffer in connection with the website.
Without prejudice to the foregoing paragraph, you agree that the limitations of warranties and liability set out in this website disclaimer will protect Maid Sailors’ officers, employees, agents, subsidiaries, successors, assignees and subcontractors as well as Maid Sailors.
If any provision of this website disclaimer is, or is found to be unenforceable under applicable law, that will not affect the enforceability of the other provisions of this website disclaimer.
You hereby indemnify Maid Sailors and related entities and undertake to keep Maid Sailors indemnified against any losses, damages, costs, liabilities and expenses (including without limitation legal expenses and any amounts paid by Maid Sailors to a third party in settlement of a claim or dispute on the advice of Maid Sailors’ legal advisers) incurred or suffered by Maid Sailors arising out of any breach by you of any provision of these terms and conditions, or arising out of any claim that you have breached any provision of these terms and conditions.
Without prejudice to Maid Sailors’ other rights under these terms and conditions, if you breach these terms and conditions in any way, Maid Sailors may take such action as Maid Sailors deems appropriate to deal with the breach, including suspending your access to the website, prohibiting you from accessing the website, blocking computers using your IP address from accessing the website, contacting your internet service provider to request that they block your access to the website and/or bringing court proceedings against you.
Maid Sailors may revise these terms and conditions from time-to-time. Revised terms and conditions will apply to the use of this website from the date of the publication of the revised terms and conditions on this website. Please check this page regularly to ensure you are familiar with the current version.
Maid Sailors may transfer, sub-contract or otherwise deal with Maid Sailors’ rights and/or obligations under these terms and conditions without notifying you or obtaining your consent.
You may not transfer, sub-contract or otherwise deal with your rights and/or obligations under these terms and conditions.
If a provision of these terms and conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect. If any unlawful and/or unenforceable provision would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.
Agreement to Submit Disputes to Arbitration
You and Maid Sailors agree to utilize binding individual arbitration as the sole and exclusive means to resolve all disputes that may arise out of or be related in any way to the Terms of Service. You and Maid Sailors each specifically waive and relinquish our respective rights to bring a claim against the other in a court of law and to have a trial by jury. You and Maid Sailors agree that any claim, dispute, and/or controversy that either may against the other shall be submitted to and determined exclusively by binding arbitration under the Federal Arbitration Act. It is agreed that any claims brought under this arbitration provision shall be brought in an individual capacity.
This binding arbitration provision shall not be construed to allow or permit the consolidation or joinder of claims of other claimants, or permit such claims to proceed as a class or collective action. No arbitrator shall have the authority to order any such class or collective action. Any dispute regarding the validity, scope or enforceability of this Agreement, or concerning the arbitrability of a particular claim, shall be resolved by a court, not by the arbitrator. By signing this agreement, you are agreeing to waive any substantive or procedural rights that you may have to bring or participate in an action brought on a class or collective basis. A party wishing to initiate arbitration must notify the other party in writing by hand delivery or certified mail.
The arbitrator selected to hear claims under this Agreement shall be a retired federal judge or judge of the state court of general jurisdiction, or an otherwise qualified individual to whom the parties mutually agree, and shall be subject to disqualification on the same grounds as would apply to a judge of such court. The arbitrator shall follow and observe the Federal Rules of Civil Procedure and the Federal Rules of Evidence, and all rules of pleading, all rules of evidence, all rights to resolution of the dispute by means of motions for summary judgment, judgment on the pleadings, and directed judgment or non-suit shall apply and be observed. The arbitrator shall have the immunity of a judicial officer from civil liability when acting in the capacity of an arbitrator, which immunity supplements any other existing immunity. Likewise, all communications during or in connection with the arbitration proceedings are privileged.
The party who requests arbitration shall pay the filing fee. Maid Sailors will pay arbitration costs unique to the arbitration over and above those that you would pay if the action was filed in a court of law. Each party shall pay its own attorneys’ fees and costs that are not unique to the arbitration (i.e., costs that each party would incur if the claim(s) were litigated in a court such as costs to subpoena witnesses and/or documents, take depositions and purchase deposition transcripts, copy documents, etc.) Any dispute as to whether a cost is unique to arbitration shall be resolved by the arbitrator. Each party is responsible for paying their own fees and expenses associated with hiring an attorney, experts, witnesses, and costs in preparing for the arbitration (such as preparing a brief).
The arbitration proceedings and arbitration award shall be maintained by the arbitrator, you and the Company as strictly confidential, except as is otherwise required by court order, or by law, or as is necessary to confirm, vacate, challenge or enforce the award and for disclosure in confidence to the parties’ respective attorneys, tax advisors and senior management, and to a spouse or parent of a party who is an individual. If any term or provision or any portion of this provision is deemed invalid or unenforceable, it shall be severed and the remainder of this provision shall be enforceable.
These terms and conditions will be governed by and construed in accordance with the laws of New York, New York.
Maid Sailors registered address is:
257 Water Street
New York, NY 10038
You can contact Maid Sailors by email at [email protected]
Cancelling and Termination of Service
Maid Sailors reserves the right to (i) modify or discontinue, temporarily or permanently, the service (or any part thereof) and (ii) refuse any and all current and future use of the service, suspend or terminate your account (any part thereof) or use of the service, for any reason, including if Maid Sailors believes that you have violated this agreement and/or the terms of service. Maid Sailors shall not be liable to you or any third party for any modification, suspension or discontinuation of the service. Maid Sailors will use good faith efforts to contact you to warn you prior to suspension or termination of your account.
Service Cancellation Fee For Standard Cleanings
You may cancel a requested service subject to a cancellation fee. A cancellation fee of 50% of the total service cost will be charged if service is canceled within 24 hours of the scheduled service time. A cancellation fee of 50% of the total service cost will be charged if Maid Sailors is unable to gain entry to your service location within 30 minutes of Maid Sailors arriving.
Service Cancellation Fee For Move In / Move Out, Post-Construction, Team Cleanings
For larger service jobs including move-in / move-out cleanings, post-construction cleanings and any cleanings requiring more than one cleaner, a cancellation fee of 50% of the total service cost will be charged if service is canceled within 24 hours of the scheduled service time.
For larger service jobs including move-in / move-out cleanings, post-construction cleanings and any cleanings requiring more than one cleaner, a cancellation fee of 50% of the total service cost will be charged if Maid Sailors is unable to gain entry to your service location within 30 minutes of Maid Sailors arriving.
You may reschedule your scheduled service, free of charge, if the request is made more than 24 hours from the scheduled service start time. However, any service that needs to be rescheduled within 24 hours from the scheduled start time will be subjected to a fee of 50% of the total service cost.
Scope of Service
The below Cleaning Checklist is included in our standard flat-rate pricing cleanings. For flat-rate cleanings that go beyond the included tasks, Maid Sailors reserves the right to switch billing to the hourly service pricing or adjust the service price to reflect additional costs. Please see our website for any premium services that are available to purchase.
- Wipe down the exterior of cabinets and cabinet handles
- Place dishes in dishwasher and start OR 15 minutes of hand washing dishes
- Remove food from drain and clean sink
- Wipe down all handles, faucets, and surfaces
- Wipe down the exterior of all appliances (interior of microwave)
- Remove stovetop grates and clean
- Clean all countertops and backsplashes (removing and replacing items)
- Wipe down/dust all furniture
- Make bed, change sheets if new linens are left out
- Wipe down/dust exterior of all electronics
- Wipe down/dust all mirrors and picture frames
- Clean/dust window sills
- Clean inside of tub and/or shower including tiled walls (all surfaces removing and replacing items)
- Wipe down the exterior of medicine cabinet/mirror
- Clean and sanitize toilet bowl inside and outside
- Clean and sanitize sink (removing and replacing items)
- – Vacuum/wipe furniture depending on material
- – Remove and fluff all pillows
- – Wipe down/dust all electronics and fixtures.
- – Wipe down/dust all mirrors and picture frames
All Other Rooms
- Remove trash
- Swiffer/vacuum floor
- Dust light fixtures/lamp shades
While every cleaning is backed by the “Maid Sailors Satisfaction Promise”, there are some limitations concerning unique situations and areas that require a specialist to clean. Maid Sailors does NOT promise the removal of stains such as rust, mildew, mold or others caused by hard water build-up or lack of maintenance. All pathways are expected to be free of clutter. We require to be informed of items or surfaces needing special care. We are NOT responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e. marble, granite, hardwood floors, etc.) are assumed sealed and ready to clean without causing harm. Furniture on wood floors is assumed to have proper protection. Client is required to provide specific handling or cleaning instructions for items or surfaces that need special care.
Flat-rate pricing does not include services such as picking up clutter, organization, deep cleaning of surfaces that have not been cleaned for over six weeks, excessive trash removal, mold removal, cleaning mold, pet waste, human waste, and any other similar condition. Services to address such conditions might be able to be added to a service, but at an additional rate.
Maid Sailors will not be expected to perform the below tasks, as well as any task that goes beyond the scope of Maid Sailors’ agreed-to services with the client.
- Cleaners will not move appliances. If you need or want cleaning to occur behind or under an appliance, you must arrange to have those appliances moved.
- Cleaners will not clean anything above arm’s reach unless with the assistance of a two-step stool if provided by the client.
- Cleaners will not clean in a home that contains hazardous materials.
- Cleaners will not clean areas that are contaminated with black mold. If you have black mold, you should seek the services of a professional mold remediation company.
- Any instance of excessive clutter that prevents the cleaners from walking, reaching the surfaces of the home and completing the appointment, will result in the appointment being canceled and a late cancellation fee will be charged.
- Cleaners will not be able to complete a job if there is the presence of pests or rodents in the residence.
Maid Sailors reserves the right to cancel scheduled service if there is no access to power, lighting or water. The client must confirm that there will be running water and sufficient power and lighting. The Cancellation Fee will be charged in these situations where water and/or power are not available.
Maid Sailors will bring cleaning supplies to clean your home. However, if you own special products that you would like to have used on particular surfaces, we are happy to accommodate your request. We cannot guarantee the quality of cleaning with customer-provided supplies.
Maid Sailors has the right to cancel a scheduled service and charge a Cancellation Fee if it deems a cleaning situation to be too dangerous and/or unsanitary to service.
In light of the pandemic, Maid Sailors will be following CDC guidelines and additional safety measures to protect the employees, customers, and the community. Maid Sailors reserves the right to modify, reschedule, or cancel the service if Maid Sailors believes that you have not disclosed COVID-19 exposure or illness-related information. A cancellation fee of 50% of the total service cost will be charged.
Any forms of inappropriate behavior, harassment or bigotry towards any Maid Sailors employee or contractor will warrant service cancellation with a Cancellation Fee and cancellation of all future services with Maid Sailors.
Solicitation of Our Cleaners
We invest heavily in training and background screening to find quality cleaners for our Services. Hiring our cleaners (current or those employed by Maid Sailors within the previous 24 months) and/or offering/receiving side propositions while you’re using the Services for up to 18 months after your last appointment with Maid Sailors makes you liable for a $25,000 employment referral fee. By using our Services, you agree to notify us of any attempts to solicit or accept illegal services. If you breach this section, attorney, legal, and miscellaneous expenses incurred to investigate and/or collect this fee will be added to your employment case when discovered. Please note that exchanging contact information is considered part of a breach of this section.
Maid Sailors is open 7 days a week in order to service all clients’ needs. Clients can book a service online for a specific time and the scheduling team will confirm that we can match a cleaner to your job. Most requests 48 hours or more in advance can be accommodated. If a client does have an urgent request, Maid Sailors will attempt to match a cleaner but makes no guarantee of service. If Maid Sailors can match a cleaner on a same day request, the $40 same-day booking fee will be charged in addition to the service requested charges.
Cleaners are scheduled to arrive within 30 minutes of the scheduled time. This grace period is to account for unexpected transit issues. Maid Sailors will attempt to notify clients if there will be an expected delay past 30 minutes. If a cleaner has not arrived and the 30 minutes has passed, please reach out to our Customer Experience team at 212-299-5170 for an update.
All appointments must allow the cleaners to have access to the property during the scheduled service time. As long as the cleaner(s) have access to the residence, the client is not required to remain at home when the cleaning is being performed.
Maid Sailors does not hold keys for clients, and strongly advises its clients not to give cleaners a copy of the key for entry. By using the Maid Sailors platform, you agree to release Maid Sailors of any liability if you provide a key to a cleaner. Maid Sailors is not responsible if entry is not readily accessible including but not limited to:
- Doorman not alerted of Maid Sailors appointment and refuses entry
- Key and/or key lockbox is more than a two-minute walk from residence
- Lockbox instructions not provided and/or not accurate
If your building requires a Certificate of Insurance (“COI”) for Maid Sailors to complete the Services, it is your responsibility to contact Maid Sailors and request a COI at least two (2) business days in advance of your scheduled service.
Maid Sailors may cancel, postpone, or otherwise reschedule any cleaning for any reason or no reason, including without limitation in the event that Maid Sailors believes, in its sole discretion, that it may endanger any Maid Sailors employee, agent, contractor or other individual due to (including but not limited to) severe weather conditions or entry restrictions.
If the client is not present or proper arrangements were not made to grant the cleaner(s) access to the property, Maid Sailors will wait 30 minutes before cancelling the service and charging the Cancellation Fee.
Maid Sailors may use subcontractors and/or third parties to help perform any Maid Sailors obligations or services under this agreement including without limitation for cleaning services.
Clients must inform whether or not pets will be present during the cleaning. Maid Sailors will cancel any appointment, with a Cancellation Fee, where there are pets whose presence was not previously communicated. If the presence of pets has been communicated, but the pet is deemed to be dangerous or threatening, Maid Sailors will cancel the scheduled service and charge the Cancellation Fee.
The initial report of a claim must be made within 48 hours after the service occurs. After submitting your first report, you will be asked to complete the full claim form within 7 days of receipt. We urge you to read through these terms and conditions prior to submitting a claim. All claims will be reviewed on a case-by-case basis. During Maid Sailors’ claims assessment process, you may be required to provide written detailed: (i) proof of ownership of damaged/missing item (ii) proof of value of damaged/missing item and (iii) proof of damage or loss. If such information is requested, you will have 30 days from the date of the request to send Maid Sailors the requested information. If you fail to provide the requested information within the 30-day time period and/or fail to contact Maid Sailors to arrange for an extension of time, your claim will be considered closed. You also agree to: (i) protect and preserve any damaged property that is the basis of a claim from further damage, (ii) assist and allow Maid Sailors or its insurers access to inspect and make copies, photographs and recordings of anything relating to the claim, (iii) accept repairs and/or remediation by Maid Sailors (iv) accept a replacement only if repairs are proven not to be an option, (v) submit requested materials by the dates outlined by the Maid Sailors support team, and (vi) accept a replacement item subject to the standard depreciation of that item.
If any part of your claim is approved, then as a condition to any payment to you under the Maid Sailors Satisfaction Promise, you will be required to execute and deliver to Maid Sailors a release agreement and assign to Maid Sailors or its insurer any rights and remedies you may have to recover amounts paid to you with respect to an approved claim from any party that is financially responsible for the approved claims and any rights in any property that is recovered.
The Maid Sailors Satisfaction Promise also provides certain limited additional protections. Pursuant to the Maid Sailors Satisfaction Promise and subject to the below conditions and limitations, Maid Sailors will compensate clients: (a) up to USD $5,000 per occurrence for losses arising from property damage as a direct result of negligence of Maid Sailors during performance of a service; or (b) up to USD $2,500 for losses arising from the theft of a client’s property by Maid Sailors during performance of a Service. The client is eligible for the Maid Sailors Satisfaction Promise provided that the client reports the issue within forty-eight (48) hours of the service to Maid Sailors at [email protected] For recurring services, each service is treated as a separate occurrence.
If you carry insurance that would cover you in the event of a claim, such as renter’s insurance, homeowner’s insurance, automobile insurance or an umbrella policy (“Personal Insurance”), you agree that your Personal Insurance is primary and the Maid Sailors Satisfaction Promise is secondary. The Maid Sailors Satisfaction Promise will only compensate you for losses to the extent not otherwise covered by your personal insurance.
Maid Sailors reserves the right to investigate any and all claims made for damages and/or losses. In order for a claim to be considered, photo documentation will be required. Photo documentation is needed to determine the following where applicable: damage, serial number, model number, and any other identifying information. Maid Sailors may elect to provide compensation for any damages, repair or replace at the lowest cost. Maid Sailors will not cover any expedited fees or any additional charges and Maid Sailors reserves the right to use its choice of contractors as needed.
A client will be covered under the Maid Sailors Satisfaction Promise for every service scheduled, subject to the exclusions below:
- your scheduled service does not violate Maid Sailors terms of service;
- you have reported the claim within 48 hours of the service; and
- your Maid Sailors account is in good standing with no outstanding balances owed to Maid Sailors
The Maid Sailors Satisfaction Promise does not cover the following:
- losses arising out of acts of nature, including, but not limited to, pollution, earthquakes and weather related events such as hurricanes and tornadoes;
- losses arising out of interruption of business, loss of market, loss of income and/or loss of use;
- losses for property damage and theft exceeding the original value and/or replacement value for such property, less any standard depreciation;
- losses arising from negligence of a client or third party;
- losses arising from a manufacturer’s or a product’s defects;
- losses from pre-existing damages or conditions of the item or property;
- losses arising from items supplied by the client or due to client recommendations (e.g., if a manufacturer recommends affixing furniture to a wall and a client declines to have furniture affixed, etc);
- losses arising from flooding and/or water damage including mold, fungi or bacteria;
- losses arising from products containing hazardous or harmful materials, acts of terrorism, product liability, or pollution;
- losses of cash, third party gift cards, and securities;
- losses as a result of theft of property in excess of USD $2,500 or any other intentional wrongful act;
- losses arising from normal wear and tear;
- losses for items that retain their functionality;
- losses based on sentimental and/or undocumented intangible value;
- losses related to repairs outside of the area where the cleaning services were performed;
- losses of pets, personal liability or damage to shared or common areas;
- losses of theft without a valid police report, if requested by Maid Sailors; and losses with insufficient documentation.
Acceptance of Terms of Service
Maid Sailors reserves the right, at its sole discretion, to update, change or replace any part of these terms of service by posting updates and changes to the Maid Sailors website. It is the client’s responsibility to check the website periodically for changes. Clients’ continued use of or access to the Maid Sailors website or utilizing the Maid Sailors service following the posting of any changes to these terms of service constitutes acceptance of those changes.
Without prejudice to the Maid Sailors’ other rights under these terms and conditions, if you breach these terms and conditions in any way, Maid Sailors may take such action as the company deems appropriate to deal with the breach, including suspending your access to the service, prohibiting you from accessing the service and software, blocking computers using your IP address from accessing the service and software, contacting your internet service provider to request that they block your access to the service and software and/or bringing court proceedings against you.