We like to thank you for allowing Countrytime Cleaning & Maid Services to give you a custom estimate for your home.  We are looking forward to giving you the Best quality in home cleaning and customer service.  We understand that everyone's needs and expectations are unique and important, and that is why every home receives a custom estimate.  This is what you can expect from us:


Our Standards:
Whether it comes to efficiency or a relentless attention to detail, we pride ourselves on having the highest standards in the business.  Every single one of our cleaning techs are trained to use our unique and exclusive cleaning process.  This ensures that you get the job done right every time.

Communication:
Great work requires great communication.  We ask all of our customers to please:
    1) Notify us as early as possible with regards to changes or cancellations.  Extraordinary requests, such as baseboards or refrigerator detailing - it requires additional time and will only be accommodated if we have sufficient notice to adjust the schedule for that day.  Smaller changes may be requested in writing and left in an obvious location (like your kitchen counter or table) of your home.  We will do our Best to accommodate your request, schedule permitting.

    2) If you have a last minute cancellation or changes, please call us at (301) 752-7104 or email us at info@countrytimecleaning.com.

    3) Please reply to phone calls and/or email messages at your earliest convenience.  The best way to do so is to call (301) 752-7104.  If we are not available, please leave a message and someone will get back to you shortly either by a phone call or by email.

    4) Email us at info@countrytimecleaning.com in the unlikely event that you are unsatisfied with our work.  We document all your comments in our software as well as on your personal checklist in ensure that a mistake will not happen again.  If you are unsatisfied, we will make it right!

Scheduling:
Generally, cleaning schedules start at 9:00 am and end by 5:00 pm.

Exceptions:
We are happy to set up regular cleaning service, but we reserve the right to suspend or reschedule a service appointment:
    1) If your cleaning falls on Federal Holidays (New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Thursday & Friday, Christmas Eve, Christmas Day and December 26th) we will reschedule for another day during that same week.

    2) In the event of snow or ice - we follow the advice of the Charles County School System.  If they are delayed or closed, so are we.  If possible and subject to availability, we try to anticipate closures and reschedule for an earlier day.  In the event of snow or ice - which does not lead to a closure...we always appreciate a shoveled and salted path to your door.

Estimate / Bidding Process:
We strive to  ensure the accuracy and reliability of our estimates but in some cases, this is not always possible.  The following situations may result in fees which are above or below our estimate:
    1) All "first-time" cleanings are billed on an hourly basis.  Thereafter...your home cleaning will be what was agreed upon.

    2) Ensure that toys, dirty clothes/coats/shoes are picked up and put away.  If we cannot get to the floor, we cannot vacuum.

    3) If you would like us to change your sheets, please place clean sheets on the bed where you would like them to be changed.

    4) If you want trash bags replaced - please place extra bags in the bottom of your trash cans beneath the bag which is in use "or" you could just place extra trash bags on the kitchen counter/table for us to replace.

Cancellations:

Vacations:
Our estimates are based on regular service schedules.  If your travel plans are going to interrupt your cleaning service schedule, please let us know in advance so that we can compensate you by providing extra service prior to your trip or after you get home.

Sick:
In the event that a member of your household is sick, please inform us as soon as possible and allow us to reschedule your cleaning service.  We prefer that you what wait 24 hours after the disappearance of symptoms before asking us to return.  If you would like, let us know and we will disinfect, strip beds, and weather permitting, open windows in addition to our regular service.

Spontaneous Cancellations:
All cancellations require at least 24 hours notice.  If you fail to provide at least 24 hours notice - you will be billed $50.00 for the cancelled service.  This fee may be waived if you cancel before 8:00 am on the day of your scheduled cleaning and:
    * If you reschedule the cancelled service in a day that is within two (2) business days of the scheduled date.

If you fail to cancel service prior to our arrival for your scheduled service, you will be billed for the entire cost of the cancelled service, regardless of the reason for cancellation.

Unexpected Irregularities:
Credits will not be issued for regularly scheduled task which we are unable to perform due to abnormal conditions, such as a clogged drain or a blown fused, without prior approval.  Please notify us in advance if you are planning on repairs or renovations so that we can adjust your cleaning service accordingly.

Unintentional Cancellations:
If we arrive to clean your home on your scheduled day and we are unable to clean your home due to a situation such as a locked door or a hostile pet, you will be billed for the entire cost of that service.  Prior to leaving, we will attempt to contact you twice over a period or fifteen (15) minutes using the phone number(s) you provided.  If we are unable to reach you, we will leave and you will be charged.  In the event that we do reach you and are required to wait for your return...you will not be credited for the time lost and any additional time spent will be billed at a rate of $40.00 per man-hour.  We are bonded and insured and we are willing to hold your house key(s) and/or alarm codes to prevent accidental lockouts.

Termination of Cleaning Service:
Service agreements may be cancelled at any time and for any reason.  We do ask you if you would please be sure to submit the termination in writing, by email or call our office.  If we are in possession of your key(s), it/they will be returned within seven (7) days.  Any records containing your alarm codes will be destroyed within 24 hours.

Refunds:
Since cleaning is a very personalized and subjective service - we cannot offer refunds to customers. 

Keys & Alarm Systems:
Most of our customers provide us with a key to their homes.  To ensure the security of your keys, we do not mark them with your name, but rather a secure code number.  Your key is stored in a locked key safe at our office.  We take your key out of the key safe only on your cleaning day which is put on a locked key chain.  Should the key be lost, there is no way to trace it back to your home.  Once the day is done with all the cleanings, your key will be placed back into our key safe.
If you have an alarm system - you can do one of the following: 
    1) You can leave your alarm system off on the day of your schedule cleaning.

    2) You can provide us a "guest" code to have.

Arrival Time:
Please realize that we have a two (2) hour window for arrival.  The reason why is that it gives us time to get to and from homes without rushing.  We cannot predict what Mother Nature will send our way, nor can we predict the traffic or accidents that may occur in route.

Terms & Conditions:
    1) Payment is Due at the time of Service

    2) There is a $36.00 fee for any N.S.F. check returned by our bank

    3) There is a $50.00 Lock-Out Fee - if we are unable to gain access to your home

    4) By using our services, you automatically agree to the Terms & Conditions listed above