Maid-O-Matic Satisfaction Warranty
At Maid-O-Matic, we stand behind the quality of our work. Our goal is for every client to love their clean. This policy explains our service guarantee, what is covered, and our booking and cancellation terms.
Our 24-Hour Satisfaction Guarantee
If we missed something within the approved scope and hours of your scheduled cleaning, let us know within 24 hours of service completion and we will return to make it right at no additional charge.
What’s Covered
Our warranty covers the quality of cleaning performed within the man-hours you approved for your service. If an area that was included in your booked scope was missed or not cleaned to standard, we will come back and address it.
What’s Not Covered
Work outside the approved scope. Cleaning is performed within the man-hours you book. Larger spaces or deeper cleans may require additional hours, which we are glad to quote separately. Areas not reached within your approved time are not considered missed.
Reports made after 24 hours. Concerns must be reported within 24 hours of service completion. Requests made after this window can be scheduled as a new cleaning.
Pre-existing conditions, such as stains, damage, or wear that existed before our service.
Electrical, mechanical, or appliance issues, including tripped breakers, outlets, or devices. While our team takes care in your home, we cannot guarantee against power interruptions or items affected after our team has left.
Changes after our team departs. Once our team has completed the service and left the premises, we cannot be responsible for the condition of the space thereafter.
How to Request a Follow-Up
All complaints and follow-up requests must be submitted in writing. To ensure that every concern is properly documented and resolved fairly, we accept follow-up requests by text message or email only; we are unable to process complaints by phone. Please submit your concern within your 24-hour window to 505-379-3154 or 505-977-9774 (text) or info@maidomatic1.com (email), describing the specific areas of concern. Photographs are appreciated, as they help us assess and address the matter promptly. Submitting your request in writing provides a clear record of the date, the details reported, and any supporting documentation, allowing us to serve you accurately and efficiently.
Booking Deposit & Cancellation Policy
To secure your appointment, we require a $50 deposit at the time of booking. This deposit is applied directly toward the cost of your cleaning, so it is not an extra fee. It simply confirms your spot.
Please keep in mind that when we reserve a time for you, we are holding that slot exclusively and turning other clients away from it. Because our schedule fills quickly, we are unable to hold an appointment open while you compare quotes from other companies. The deposit reflects this commitment on both sides: it confirms that the time is genuinely yours, and it protects the availability we have set aside for you. If you are still weighing your options, we are glad to answer any questions before you book, so you can reserve your spot with confidence.
Your appointment is confirmed once your deposit is received and a valid card is on file.
The deposit is fully applied to your service total on the day of your cleaning.
Cancellations or reschedules made at least 48 hours in advance: your deposit can be transferred to a future booking.
Cancellations or reschedules made less than 48 hours before service, or no-shows: the deposit is forfeited.
Card on File Required
To complete a booking, we require a valid credit or debit card to be kept securely on file. This card secures your appointment and may be charged for the deposit, forfeited cancellation fees, or no-show charges as described in this policy. Your card information is stored securely through our payment processor and is only charged in accordance with these terms.
We use these policies to ensure we can reserve dedicated time for every client and keep our schedule running smoothly for everyone.
Time Estimates & Additional Hours
Cleaning is performed within the man-hours booked. Because every home is different, larger or dirtier spaces may require more time than initially estimated. If our team determines on-site that additional hours are needed to complete the job to our standard, we will notify you before continuing. You may either authorize the additional time, billed at our standard hourly rate, or instruct us to stop at the booked hours. If additional time is declined, the cleaning will be completed only to the extent possible within the approved hours, and any areas not reached are not considered missed or eligible for the satisfaction guarantee.
“It Shouldn’t Have Taken That Long”: Feelings vs. Reality
Once a home looks clean, it is natural to feel like the work should have gone faster. We hear this, and we understand it. Cleaning is a service where the effort disappears the moment it is finished, so a great result can make hours of careful work look quick and easy.
Our pricing is not based on how a finished home looks or feels. It is based on the home’s actual size and condition and the real, certified labor hours required to clean it to standard — within the estimate you approved before we started. The hours we bill are the hours our team actually worked. A surface that takes seconds to glance at can take far longer to deep clean properly, and buildup, clutter, and detail work always add time that is invisible in the final result.
If a cleaning ever feels like it took longer than you expected, we welcome the conversation and will gladly walk you through exactly what was done and where the time went. What we will not do is cut corners or compromise our standards to make a number feel smaller. By approving your estimate, you agree that the time reflects the work your home genuinely required — not how quickly it appears to come together once it is done.
Payment for Completed Service
Full payment for the cleaning is due upon completion of service. The card kept on file may be charged for the balance of any completed cleaning, including any additional hours that were authorized, in accordance with this policy.
Accurate Address & Access
Clients are responsible for providing a correct service address and ensuring the team can access the home at the scheduled time. Delays caused by incorrect address information, access problems, or other client-side factors do not reduce the booked time or entitle the client to a refund or discount.
Documentation of Service
To protect both our clients and our team, we may document the condition of the home before and after service with photographs. These photos serve as our record of the work completed and the condition of the home at the time our team departed.
What We Provide: Labor Hours, Not a Fixed Crew Size
Our service is based on consistent cleaning time measured in man-hours (labor hours) performed by one or more certified cleaning technicians. We do not promise or guarantee a specific number of technicians, such as sending exactly two. The number of technicians assigned to a job is determined by the scope of the work and our scheduling. For example, a booking of four labor hours may be completed by two technicians working two hours each, or by another combination of technicians and time that delivers the same total labor hours.
Estimates & Client Agreement
Every home is different, and the time required to clean a space to a client’s satisfaction can vary widely based on its size, condition, and the level of detail requested. For this reason, neither the client nor Maid-O-Matic can predict in advance exactly how long a job will take or precisely what it will cost to complete to full satisfaction. What we provide is a good-faith estimate of the labor hours we believe the job will require.
By booking our service, the client acknowledges that they are purchasing a defined number of labor hours, not an unlimited amount of work until a subjective standard is met. The client may either approve the estimated hours, or decline and adjust the scope accordingly. A booking covers only the labor hours that are purchased and approved. Work that would require labor hours beyond what the client has approved is outside the scope of the booking and will not be performed without the client’s authorization of additional time. By approving a booking, the client agrees that they will not later dispute the service on the basis that more work was expected than the approved labor hours could reasonably provide.
Starting Rate, Additional Labor Time, Payment, and Warranty Policy
Maid O’ Matic has a starting rate for deep cleanings, move-out cleanings, and other detailed cleaning services. The starting rate is the minimum charge to begin the cleaning. It is not a guaranteed final price, and it does not mean the job can always be completed within that amount of time.
Because every home is different, we do not always know exactly how long a cleaning will take until our team is on-site and actively working. The final amount of time needed depends on the condition of the home, buildup, clutter, pet hair, size of the home, level of detail requested, appliances, cabinets, drawers, baseboards, windows, window tracks, and any additional items requested.
Our estimates are based on real-world professional cleaning experience, along with advanced AI tools that help us estimate how many labor hours or man-hours a job may take. These estimates are not an exact science, but they help us provide a reasonable starting point based on the information available.
To provide the detailed, high-quality cleaning Maid O’ Matic is known for, the proper amount of labor time must be approved. If additional labor time is needed to complete the cleaning properly, we will attempt to contact you for approval.
If you are not available to discuss or approve additional time that may still be needed to complete the cleaning, our team may stop work, pack up our supplies, leave the property, and bill the card on file for the labor time already completed, plus any approved charges and a 3% credit card convenience fee, where permitted.
If you provide us with a list and state that you want everything on the list completed, we will treat that as authorization to take the time reasonably necessary to complete the job in its entirety. By requesting that the full list be completed, you agree to pay for the actual consistent cleaning time required to complete the work. If you provide a list but wish to cap your service at a minimum or fixed number of hours, please tell us in advance how many hours you are otherwise willing to provide, so we can plan the work accordingly and prioritize effectively within that time. When you set a priority, please make sure the hours you authorize are realistic for what you are asking us to accomplish. For example, if your floors are your top priority, please either allow enough time for us to complete them or limit the number of additional tasks on your list accordingly. We cannot guarantee that a top priority will be finished when it is placed last behind a long list of other requests that already consume the authorized hours. We are not able to predict exactly how long every other task will take, so naming your floors as the top priority while authorizing only enough time to complete a portion of the remaining work makes it impossible for us to ensure the floors are reached. Telling us your true priorities up front, and leaving enough time for them, is the best way to make certain the results that matter most to you are the ones that get completed.
If you provide us with a general list rather than a prioritized list, and you do not specify how many hours you wish to authorize up front, we will treat this as an open-ended request to complete everything on the list. If instead you provide a prioritized list and specify in writing how many hours you would like to authorize, we will complete as much as is physically possible within the hours approved. Should we reach the end of the authorized hours before your list is complete, we will contact you to request additional time, in increments of up to two labor hours per call, only as needed to continue. Because we cannot accurately predict how long any given job will take, it is up to you to decide how much time you are willing to invest. We guarantee that you will only be charged for consistent cleaning time, plus up to an additional fifteen minutes if that much time is spent speaking with you prior to your cleaning. As we serve many clients throughout the day, we kindly ask that conversations with the crew be kept brief so their time can be devoted to your cleaning. For this reason, we strongly prefer prioritized lists.
Cleaning time is based on the actual labor time required to complete the requested work, not on how long a customer feels the job should have taken after the work is completed.
If you approve additional time, provide a list requesting that all items be completed, or ask us to continue cleaning, you agree to pay for the actual consistent cleaning time used to complete the work.
All jobs are documented by arrival time, start time, break times, and completion/departure time. Break times are not billed as cleaning time. We may use time-stamped records, job notes, photos, and other documentation to verify the amount of labor time spent on the job.
Our team may also wear lapel cameras for time verification, quality control, employee safety, and proof of the actual time spent cleaning, unless you explicitly tell us in writing before service that you do not want cameras used. Camera footage is used only when necessary for internal review, quality concerns, payment disputes, safety issues, insurance matters, or legal matters.
After the cleaning is completed, disagreement with the amount of time the job required does not remove the obligation to pay for the approved and completed labor time. If there is a concern about the quality of work, we must be notified within 24 hours so we can review the concern and determine whether it falls under our warranty or quality guarantee.
If the recommended time is reduced, declined, or not approved, we will do our best within the approved time; however, we cannot guarantee the same level of detail, final results, or warranty coverage.
Any warranty or quality guarantee applies only when the necessary labor time and scope of work have been approved and paid for. Our warranty does not cover reduced-time cleanings, unapproved additional time, unrealistic time limits, incomplete task approvals, or customer disagreement after the fact about how long the cleaning should have taken.
By approving the estimate, additional time, or a full task list, you agree that Maid O’ Matic may bill the card on file for the actual approved labor time completed, plus applicable fees and charges.
Satisfaction Guarantee Limitations
Maid O’ Matic cannot offer a 100% satisfaction guarantee on jobs where the requested result would require full restoration, repair, refinishing, replacement, or aggressive scrubbing beyond safe cleaning standards.
Some surfaces, stains, buildup, discoloration, odors, hard water damage, grease, paint overspray, construction residue, soap scum, mineral deposits, grout staining, wood damage, or long-term neglect may not be fully removable through standard or deep cleaning alone. In these situations, cleaning may improve the condition of the surface, but it may not restore it to a like-new condition.
We will not scrub, scrape, or use methods that could reasonably damage paint, remove finishes, scratch surfaces, damage wood, strip coatings, loosen caulking, harm grout, or otherwise cause damage to the home or property. If a surface requires that level of force or chemical treatment to achieve the requested result, the issue may require restoration, repair, repainting, refinishing, or replacement by the appropriate professional.
By approving service, the client understands that Maid O’ Matic is providing professional cleaning services, not restoration services, and that results are limited by the age, condition, material, maintenance history, and existing damage of the surfaces being cleaned.
Minor Touch-Ups and Return Visits
If a small detail is identified after service that would take only a few minutes to address, please understand that we are not able to schedule a separate return trip for minor touch-ups. A return visit typically requires an additional two to four labor hours once travel, setup, and re-cleaning are accounted for. If a cleaning to your full expectations required that additional time, the appropriate labor hours would have needed to be approved and paid for as part of the original service. For this reason, minor items that fall outside the approved scope and hours cannot be treated as a warranty return.
In addition, we are unable to return to re-clean a home within 24 hours following an open house or similar showing event. Once a home has been opened to visitors, its condition can change quickly through normal foot traffic and use, and any resulting soiling is outside the scope of the original cleaning and beyond our control.
Just as our clients should not be expected to pay for work that does not meet professional cleaning standards, Maid O’ Matic should not be expected to go unpaid for professional cleaning time, labor, and effort that was properly performed within the agreed scope of service.
Our goal is always to provide quality work and fair results. However, cleaning services are based on labor, time, surface condition, and the agreed scope of work. Payment is required for the professional cleaning time completed, even when certain areas cannot be fully restored due to age, damage, buildup, staining, wear, neglect, or surface limitations.