Wasatch Maids Service Policy
Last Updated February 24, 2022
This Service Policy constitute a legally binding agreement (the “Agreement”) between you and Rocky Mountain Group LLC, DBA Wasatch Maids ("Wasatch Maids", "we", “us”, or “our”) that governs your access or use of the applications, websites, content, products, and services (collectively, the “Wasatch Maids Services”) made available by Wasatch Maids.
Any persons (whether individual, company, or entity) hereby referred to as a you, user, customer, and/or client who books a service with Wasatch Maids, in any way including but not limited to over the website, email, phone call, text message, or in-person is agreeing to the terms set forth by this document.
By entering into to this Agreement, you expressly acknowledge that you understand this Agreement and accept all of its terms. If you do not agree to be bound by the terms and conditions of this agreement, you may not use or access Wasatch Maids Services.
Initial Home Cleanings
All new clients of recurring cleaning services must have a single cleaning completed before recurring cleanings will begin. This is charged at a one-time rate. All first initial cleans will be followed by recurring weekly, bi weekly, or monthly cleanings. A recurring service is defined as a service performed within 30 days of the previous service. If service is provided outside of 30 days, it may be subject to the one-time rate.
First-time cleanings typically take longer than the maintenance cleans and time is always estimated to be longer than the recurring cleans. The work is involved to bring the home to standard and prepare it for discounted recurring cleanings (as these normally take less time). All cleaning for initial and recurring cleanings have areas cleaned as provided on our website: wasatchmaids.com/home-cleaning-checklist
Payment Methods and Terms
As a customer, you are entitled to a no-hassle buying experience. We accept checks, Credit Card, Venmo, and cash. Credit Card payment is subject to a temporary hold 48 hours prior to service, and is charged upon completion at the total, or adjusted amount. All other payments required upon completion of service within 24 hours or as otherwise agreed upon. All checks are to be written out to Wasatch Maids, or Rocky Mountain Group. Your Satisfaction is guaranteed. While we do not offer refunds on services that have been provided, we will return & re-clean any areas of concern that are reported to us within 24 hours of your cleaning. If a re-clean request is not accepted, we are unable to provide any refunds or price reductions. Any price reduction from original service is done out of the kindness of Wasatch Maids and is not part of our policy.
Recurring Home Cleanings: (weekly, bi weekly, monthly cleanings)
The rate to clean your home will depend on the square footage of your home and how often you need cleaning. The rate is also determined by how your home is lived in. (Animals, Children, etc.).
Due to insurance requirements, we are not allowed to be on any ladders other than our provided ones and step-stool (as these are a pre-determined height according to our insurance). We are also not able to move heavy furniture in order to clean behind, and ask that you may do so before we arrive, otherwise we may not be able to clean the needed areas.
Although we are professionals, sometimes we are called in too late to correct damage that is already done to surfaces that were not taken care of in the past. Other items may take a couple of cleanings to look their very best (even after a deep clean). We strive in making everything look as new as possible. In cases of extremely cluttered areas or surfaces we reserve the right to use our discretion to skip those areas to avoid damaging items or hurting ourselves. We also reserve the right to skip a cleaning or area in the home which isn't part of the original scope, as outlined on Wasatch Maids' What's Not Included page.
We need to be able to work freely and without distractions. Every effort is made to work safely and cautiously, but we cannot If for any reason an employee of Wasatch Maids feels that their personal safety is in danger enough to leave the job site, due to actions by the customer, guests of the customers or others at the job site, the customer will remain liable for the full cost of the job.
Special Requests - We do ask that you have all special requests in advance to assure that your cleaning team who is responsible for cleaning several homes each working day, will be able to accommodate your special requests without impacting our other clients' needs for arrival times, etc. If special requests are added that are outside of original scope, prices will be adjusted based on our standard rates.
We provide all the appropriate equipment and supplies necessary to do our jobs. Any additional service requests by yourself not included in the cleaning package that you select will also be billed for additionally unless it is noted on your service proposal at the time of your estimate, or booking. (for example - refrigerator cleaning, oven cleaning, etc.) For your convenience we do have an invoicing and auto-pay program. All services are invoiced, and payment is due upon completion of your recurring service.
Communication - We love to hear from you! Please reach out to us, leave notes, or call us to let us know how we are doing. Notes are also great to give specific cleaning instructions, and to let us know an area that may have been overlooked. Do not hesitate to let us know any concern, we want you to be happy. I appreciate all comments regarding service and will use them to improve all aspects of residential cleanings.
Cancellation Policies - Every client has a designated spot on the calendar for their services. If you have any changes, please call/text us as soon as possible (801) 821-2316. This allows us to plan and make any adjustments needed. With respect to our time and other clients' schedules and requests, we have a 48-hour cancellation policy unless agreed upon prior to performing the clean. Last minute cancellations can cause havoc on our scheduling. You may reschedule, skip, add, or cancel any of your cleanings, however we do ask for a 48-hour notice for these actions. Cancellations happening with less than a 48-hour notice will be charged at $50 cancellation fee. Payment will have to be made in full prior to scheduling any further work. All cancellations must be made through the owner of the company by calling (801) 821-2316. Please understand that unlike other industries such as retail, hair dressers, etc. we in the cleaning industry do not have the luxury of walk-in customers to supplement our schedules when a client cancels without notice. When we schedule your cleaning service, we reserve that space/ time for you and you alone. Cancellations cost us dearly and it is why we need policies in place. We thank you in advance for your understanding. We strive to deliver your service in a timely manner. We service homes between the hours of 9:00 am and 5:00 pm. Even if you normally have an afternoon cleaning, there may be times that we need to clean your home in the am instead. Approximate time of arrival will be provided upon scheduling and booking. We make every attempt to pin our arrival time estimate down to a 1-hour window of time based on that day's work load.
Health Matters - We ask that you notify our office if you or anyone in your family is sick or has a contagious illness so that we can take precautions or choose to re-schedule your job. We will also never send one of our team members into your home if we know that they are ill. Please note that due to health reasons we do not clean up pet waste or other bio-hazard cleaning, as these are different services.
Vacations and Holidays - Wasatch Maids is closed on New Year's Even, New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve and Christmas Day. If your regular cleaning lands on one of these days, we will reschedule you to another day. Weekly clients will have first choice of rescheduled dates, then bi-weekly, then monthly. If you will be out of town or on vacation during a holiday week, please let our office know as soon as possible to avoid a last-minute cancellation fee.
Poaching and Recruitment
Professional house cleaners working with Wasatch Maids have agreed, in writing, that they or their family and friends will not accept direct employment or payment from any Customer of Wasatch Maids except for tips given additionally to the service amount at the time of service. (100% of tips go to cleaners)
This agreement is in full force and effective during the time that professional house cleaners are working with Wasatch Maids and 1 year after termination with Wasatch Maids for the clients we serve. Given this, we respectfully ask that you do not directly solicit or engage the service of any employee, except through Wasatch Maids. If you prefer hiring a current or former employee a $1,740.00 referral fee will be charged. Once the Customer has paid the referral fee, Wasatch Maids will no longer be responsible for monitoring and managing the professional house cleaner, including, but not limited to liability protection, information security, scheduling, government taxes, quality of services, and any other act pertaining to the daily work duties of the Housekeeper.to your home/ business.
No representation or warranty made by any other person working for Wasatch Maids, expressed or implied other than the company owner - Jeremy Lucas, which is not specifically set forth herein, shall be binding upon Wasatch Maids. Wasatch Maids reserves the right to re-evaluate rates and/or change the Service Agreement &/or policies at any time.
Damage and Claims
Wasatch Maids does not allow its employees to take any item(s) of any nature from a customer's home. Even gifts may not be accepted unless in writing. This is done for your protection as well as ours. If anything appears to be taken from a customer's home, it must be reported with our office. A police report will be filed and the employee will be terminated. The cost will be recuperated after investigation if Wasatch Maids is found at fault. Please be advised that we assume no liability for damage or loss of items that are not secured property or that were damaged prior to our cleaning. (Example: heavy pictures hanging from thumbtacks, any type of floating shelves, etc.) Any damage that occurs during a clean and is of fault of a Wasatch Maids employee will be covered with Wasatch Maid's insurance policy at no cost to the client.
Items with Curio or nick-knack items of extreme value, should be stored away or the Wasatch Maids employees should be instructed on cleaning prior to doing so. All surfaces (i.e.: Marble, Granite, hardwood floors, etc.) are assumed to be properly sealed and ready to clean without causing harm when common cleansers are used. If items inside a customer's home are damaged and not subject to the above terms (damaged before cleaning or not secured properly), Wasatch Maids will file an insurance claim with insurer, Hiscox, and items will be repaired, or replaced in full. All work done is covered by a $2 million general liability insurance policy. All employees are also covered under Workers Compensation Insurance. If you would like a copy of these documents, please let us know.
Issues can be reported by phone at 801-821-2316, or email at email@example.com. Depending on the nature of the claim, Wasatch Maids may ask for additional information. For a claim to be considered “reported” all requested information such as police reports, photos, security footage, and/or other requested information must be submitted within seventy-two (72) hours or the original contact (claim phone call or email) and considered satisfactory evidence to the claim. If Wasatch Maids requires additional information/evidence, for a claim to be considered “reported.” All requested information such as police reports, photos, security footage, and/or other relevant information must be submitted within seventy-two (72) hours of the original request from Wasatch Maids. The provided information/evidence must be considered satisfactory to the claim. Wasatch Maids will inform the Requester if/when additional information is needed to process a claim within twenty-four (24) business hours. After a claim has been reported additional information may be required. If additional information is required, Wasatch Maids requires communication with the Requester. A failure to communicate with Wasatch Maids and/or ability to provide needed information or evidence may result in Wasatch Maids not being able to process a claim.
The headings in this document are for reference only and shall not affect the interpretation of any meanings of words, terms, sections, or the construction of this Service Policy.
No failure to exercise, or delay in exercising, any right, remedy, power or privilege arising from this Service Policy shall operate or be construed as a waiver thereof.
Any claim relating to Wasatch Maids Services, or website shall be governed by the laws of the State of Utah without regard to its conflict of law provisions.