Frequent question on how to prepare for the before our arrival, what our terms of service are, or are there any additional fees. Your question will never go unanswered. Here is some information to help with preparing for the services that are available to you. If there is a question we have not answered, please do not hesitate to

call (512) 619-5237 or (254) 236-5442.

CoronaVirus Preparation Information
updated as soon as possible

CDC.gov

Maidtopia Cleaning Services, LLC is closely monitoring COVID-19 (coronavirus) and its impact in our community. The health and safety of our customers is our highest priority during this time. While we cannot control the severity or unpredictability of this virus, we can take preventive measures to limit the spread and impact of COVID-19. We are currently acting with prudence in our day-to-day operation with basic preventative safety measures following the guidance set forth by the U.S. Federal Government, Centers for Disease Control (CDC) and other health agencies, including:

•Cleaning hands with soap often, for at least 20 seconds.

•Using an alcohol-based hand sanitizer when soap and water are not available.

•Keeping the recommended 6 feet from people who are sneezing/coughing.

•Cleaning frequently touched surfaces.

•Covering cough or sneeze with a tissue, then throwing tissue in the trash.

•Staying home when sick.

Will Maidtopia Cleaning continue providing services to customers?

Maidtopia Cleaning Services, LLC is classified as essential business and will still be available to help you disinfect your home and work area.

What has and is Maidtopia Cleaning doing during this time?

- We are providing mask and protective gloves to our staff. However, this items are on back order and we have had limited access and are dependent on availability.

- Disinfecting Products - If a customer has a product we can use in their home, we are asking them to allow us to use it as our supplies are running low and availability has become limited.

- While we will continue to provide services, we are asking customers to stay in a safe distance and if possible more than 6 feet. A safe place examples a patio, a backyard, a quick walk or a safe room while staff preforms the services in other areas of the home.

- We are concentrating in providing service in a vacant, empty, or where no resident is present on locations. However, we are maintaining our regular customers who choose to have service.

- Our office staff is working remotely. Our Field Staff is receiving orders via text or phone calls to avoid unnecessary interactions during work hours.

- Our staff is on a voluntary basis during this time. This means that no staff is required to work under a mandatory order. If your cleaner is not available, we will send a substitute cleaner and we may have to reschedule your home to better fit the available staff.

What can I as a customer do to help?

Follow these tips from the CDC to help prevent the spread of the seasonal flu and respiratory diseases like Coronavirus (COVID-19): CDC Coronavirus Website

- Let us know as soon as possible if you do not require your scheduled cleaning. Fees will be waived during March 23-30, 2020. Please let us know if you do not require service so we may schedule staff accordingly.

- If you have your own cleaning supplies, please leave them out so the cleaner may use them for your home. From cleaning supplies to cleaning equipment, this would make the cleaning process easier and safer for all involved.

- Tip your staff. We typically advise that tipping is a not necessary but during this time, please take into consideration that staff is working under some chaotic moments in history.

Maid Service FAQ

Is Maidtopia Cleaning Services Bonded and Insured?

Maidtopia Cleaning Services is bonded and insured for your protection. We care for your home, however, if damage or a breakage should occur during the cleaning services, we will notify you immediately. if the item can be repaired, replaced or reimbursed we will take appropriate steps. Any insurance claims will be filed when appropriate.

What is the coverage area for Maidtopia Cleaning Services, LLC?

Maidtopia Cleaning Services offers services for Cedar Park, Leander, Pflugerville, Round Rock, Hutto, and Georgetown. We also offer services to certain areas in Austin, TX.

Please call for more information.

Will Maidtopia Cleaning Services bring supplies and equipment?

Maidtopia Cleaning services will bring our own supplies and equipment. We do not offer bleach as a cleaning supply, however, if a customer does provide the product we have no issue using it within the home. All supplies used are general household products.

If you like for us to use your preferred supplies, so you will have complete control of the products used in your home. We recommend that you have the following basic supplies:

Please be advised that these are recommendations only. If you feel you would like to use different products or non-branded products, please do so. In addition, you do not have to purchase any product if you feel is not necessary. However, this is a very basic cleaning supply list and if you don’t have a particular product, it might affect the quality of your cleaning visit. Please leave cleaning supplies on the kitchen counter.

What should I do before the maid arrives?

In order to provide you with a high quality service, we ask you to take a few minutes the night before to pick up personal clothing, toys and other household items.

Will Maidtopia Cleaning Services work with my pet in the home?

Maidtopia Cleaning Services is pet friendly and we have no problem cleaning with pets in the house; however, for safety reasons we ask for your pets in a safe place. Please remember that we are coming in the home with cleaning supplies and most pets are curious.

What happens if I am not home or I need to reschedule?

Maidtopia Cleaning Services will always work in making all necessary adjustments to your schedule. Also, If your scheduled cleaning falls on the observance of a major holiday, we will contact you to reschedule your service. If you need to reschedule just give us a call no less than 2 business days before your cleaning day. Rescheduling within 2 business days of your cleaning will incur in a $30 rescheduling fee for homes under 2500 sq ft and $50 for homes over 2501 sq ft.

We will send out a courtesy email the day before your service as a reminder of upcoming services. The email is not intended as a reminder to avoid the fees, as it is sent out the day before. In order to avoid the reschedule fee, please contact our office 2 business days prior to your service date.

What happens of Maidtopia Cleaning Services is unable to enter my home?

If we are unable to enter your home, you will incur a lockout fee of $30. Maidtopia Cleaning Services will attempt to contact you via the numbers we have on file, email, or any other method available and will wait on the property for approximately 15 mins before it is considered a lockout.

How can the cleaner enter my home?

Entry to the home can vary from a customer being home, door unlocked, a key under the mat, key hidden in a specific location, or a code to to the door or garage.

The safest method we recommend is to provide door code or garage code to allow access to our Staff member for the day. Many alarm systems have the capability to add specific codes for access to your home. They monitor who comes and goes and the codes can be changed at any time.

(We recommend Smart Security Pros @ 512-317-6141 for key-less options. Just mention Maidtopia Cleaning Services for an additional discount.)

As of June 1, 2017, our office will not longer be accepting new customers keys be housed at our office. Each key we house is assigned a key slot and assigned a number that associated with the customer account. We are out of available slots in our lock box as of May 2018.

What are the arrival times for service and what days of the week are available for scheduling?

As far as dates, we operate Monday thru Friday have two routes. Our morning route has an estimated arrival between 8-9 am and our afternoon has an estimated arrival between 1130am-1230pm.

What happens if I am not happy with the service?

Maidtopia Cleaning Services offers a 100% Customer Satisfaction Guarantee to all its clients. If you are not satisfied with our service, call us within the first 24 hours and we will return to clean your home until you are 100% satisfied. Failure to notify our office via phone or e-mail within the first 24 hour period will void the guarantee. We will not issue refunds for the services rendered.

*Certain restrictions apply. Each case is different and will be reviewed on a case by case situation. Please review more information under the "How do I prepare of a Make Ready"

How do I pay for services?

Maidtopia Cleaning Services accepts Visa, MasterCard, American Express and Discover cards. Payment is due the day of the cleaning once all work is completed. We do not accept checks as a form of payment.

All sales final and no refunds will be issued.

How do I prepare for a service?

We ask for customers to pick up all personal belongings, toys or other items that they do not want our staff to move. Please understand our staff needs access to clean the areas designated on the service package. We will not organize the home and will only move items in order to clean what is in the service package.

Construction, movers, carpet cleaners, or another individual present will not be questioned by our staff. Maidtopia will go about doing our scheduled services but cannot return to reclean areas already completed due to areas affected by construction, movers, carpet cleaners or any other individual present. Please schedule appropriately or let us know of the situation.

What if I need to cancel my service?

Simply call or email our office with the cancellation request. Please be advised that if you have a recurring service, you are required to have a minimum of three cleanings to cancel with no fee or if you cancel before the third cleaning is performed you will be subject the a cancellation fee. If you sign up for a one time service and cancel after booking you will be subject to a cancellation fee. The cancellation fee is $50.

**Special conditions apply and are considered on a case by case situation. Please refer to your Terms of Service email.

What if my home has high ceilings, how high will you be able to reach?

Some homes have at least one chandelier or vaulted ceiling fan that we cannot reach by hand. We do not offer chandelier cleaning at extreme heights. Our staff is only required to clean maximum 8 feet or a reachable area from a two-step ladder.

What happens when my cleaner is out for the day or there is a change in scheduling?

On that rare occasion, a cleaner may request to be off for scheduled appointment or at times for a last minute call-in due to illness a different cleaner will be assigned to the home. As a company, we always have a back-up/substitute cleaner to accommodate for the day/route. We will always to try to send the same cleaner to your home, this allows for a consistent cleaning with one staff member. On that rare occasion when a cleaner is out for the day, we will notify you of the change to the route. If a customer does request a schedule change, please be advised there is a high probability that a different cleaner will be assigned to the home for that day.

Move In/Out Services or Make Readies FAQ

How do I prepare for a Make Ready service?

There is nothing more stressful then moving and Maidtopia Cleaning Services understands the time constraints that coming with moving.

Our only requirement is to have the home completely vacant to the service to be considered a Make Ready and for the utilities to be on.

All items left behind will be considered trash and placed in trash receptacle.

If your utilities are off you will be charged a $25 inconvenience fee.

In addition, you might be subject to be re-scheduled for a different day. Re-scheduling fees will apply. – Please let us know and we will work with you in regards to unexpected situations.

Furniture & Belongings: If you are still moving in/out during the cleaning you might be subject to a $25 inconvenience fee. In addition, we will be unable to extend our 100% customer satisfaction guaranteed.

Anything left behind will be considered trash and remove from the property (Excluding large furniture).

Gift Certificates FAQ

How do I purchase a Gift Certificate?

Simply give us a call at 512.619.5237 or send us an email. We will be happy to process your request.

When will my gift certificate expire?

Once the gift certificate is processed, the expiration date will be on the certificate. Please check your certificate for date.

What do I do when my gift certificate expires?

Please contact our office and we will try to see if the certificate can be used at face value or if it is expired.

Voucher Redemption's FAQ

How do I redeem a Groupon or Living Social Voucher?

Once you have made your purchase, please call our office to schedule you service. All voucher scheduling is subject to availability.

What fees are associated with my voucher redemption?

Please keep in mind that the voucher is subject to Sales Tax and must be paid at time service is complete. To avoid any other fee, please review sections listed below:

1. What happens of Maidtopia Cleaning Services is unable to enter my home?

2. What happens if I am not home or I need to reschedule?

3. What if I need to cancel my service?

Coverage area for vouchers

Before you purchase your Voucher, please be advised that you may be subject to a mileage fee. The voucher only applies to homes within a 20 mile radius from zip code 78758. If your home is located outside this area but with the company coverage area, we can still service your home.

What is my voucher valid for?

We have two vouchers that are available for redemption. The 3-Hr Personalized Maid Service and we also have our Welcome Home Package. The voucher's cannot be combined with other promotions, sales or any other service. The voucher service cannot be used for a home that is vacant. If your home is vacant, you will need to schedule a Make Ready Service.

How many vouchers can I use?

Please keep in mind that all vouchers are one per customer and one per household. Any additional voucher purchased may be gifted to a friend or family member.

Can an expired voucher still be redeemed?

Yes, we do accept expired vouchers but only for the value paid to the merchant. Please check with your merchant for more information on expired vouchers.

Does Groupon have any Fine Print conditions?

Yes, Groupon has a universal Fine Print Section that is applicable to all vouchers they sell. In addition, for our specific promotions the following apply.

Promotional value expires 90 days after purchase.

Amount paid never expires.

Merchant's standard cancellation policy applies (any fees not to exceed the price paid for the voucher).

Limit 1 per person, may buy 1 additional as gift.

Limit 1 per visit.

Limit 1 per household.

Must use promotional value in 1 visit.

Valid only for option purchased.

All goods or services must be used by the same person.

Valid only in Austin, Round Rock, Pflugerville, Cedar Park, San Marcos, Buda and Kyle.

Appointment required; subject to availability.

Additional fees apply for redemption beyond the service area.

Not valid for the make-ready service.

Tax not included.

Merchant is solely responsible to purchasers for the care and quality of the advertised goods and services.

CoronaVirus Preparation Informationupdated as soon as possible