Service Policy

Updated Date: Apr 27 2023

Terms

This Service Policy constitute a legally binding agreement (the “Agreement”) between you and Tidy Heidi Maid Service, LLC (“Tidy Heidi Maid Service, Tidy Heidi Maids,” “we,” “us,” or “our”) that governs your access or use of the applications, websites, content, products, and services (collectively, the “Tidy Heidi Maid Service Platform”) made available by Tidy Heidi Maid Service, LLC.

Any persons (whether individual, company, or entity) hereby referred to as a you, user, customer, and/or client, who books a service with Tidy Heidi Maid Service, LLC 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 THE Tidy Heidi Maid Service, LLC PLATFORM.

Modification To The Agreement

Tidy Heidi Maid Service, LLC reserves the right to modify any information referenced in the hyperlinks from this Agreement. Such modifications shall become effective upon posting. In the event Tidy Heidi Maid Service, LLC modifies the terms and conditions of this Agreement, such modifications shall be binding on you only upon your acceptance of the modified Agreement. Continued use of the Tidy Heidi Maid Service, LLC Platform or Services after any such changes shall constitute your consent to such changes.

Right Of Refusal

Tidy Heidi Maid Service, LLC reserves the right to refuse service to anyone for any reason. These reasons include but are not limited to: not being able to gain entry to a home, no power, no electricity, no air conditioning or heating, frequent cancellations or schedule changes, improper or dishonest booking, project out of scope of the original booking, not listing all the bedrooms, bathrooms or total sqft (even if we’re not cleaning them), being rude to staff or Providers, poaching or attempting to poach Providers away from Tidy Heidi Maid Service, LLC (at any price), and/or incorrect or non-functioning billing information.

Appointment Confirmations

Once a booking has been processed online it must be manually confirmed. If Tidy Heidi Maid Service, LLC can’t confirm an appointment, the appointment may be canceled. At which time the Requester will receive a cancellation notice. An open time slot on tidyheidimaids.com doesn’t guarantee a Provider will be available and/or the job/service will be confirmed.

Any confirmation emails which may have been received are subject to change. Meaning, an appoint which was once confirmed can become unconfirmed depending on circumstances. Tidy Heidi Maid Service, LLC is not bound to perform a service even if the service has been confirmed.

Guarantees And/Or Refunds

The Tidy Heidi Maid Service, LLC 100% Satisfaction Guarantee hereby referred to as “Guarantee,” or “Satisfaction Guarantee” is available to Requesters and is the sole liability of Tidy Heidi Maid Service, LLC to Requesters for the performance of Services. If you are not satisfied with the quality of the initial Whole House Flat Rate Service(Deep clean, Deep Clean Pro, Move in/out service) requested and paid for through the Tidy Heidi Maid Service website, then Tidy Heidi Maid Service, LLC will send a Provider to correct areas of the original service that were missed/overlooked at no additional charge to the Requester.  Hourly House Cleaning service does not qualify for “guarantee” or Satisfaction Guarantee”.  Hourly service is based solely on time purchased not guaranteeing the number of items/areas or quality of cleaning based on the amount of time you selected. If time was not sufficient to finish the job,  you are able to extend the time to meet your satisfaction standards.   Carpet and Tile Cleanings are excluded from this guarantee. Professional rated equipment is used to complete these services. All equipment meets or exceeds industry standards. Any area’s left not meeting satisfaction were beyond our control.

Eligibility

The Requester is eligible for the Guarantee provided the Requester reports the issue within twenty four (24) hours of the Service appointment. For Recurring Services, each Service is treated as a separate occurrence.

Damage Or Theft Claims

Tidy Heidi Maid Service, LLC is not responsible for damage or theft resulting from any service provided through our service platform. Your assigned subcontractor/domestic worker is responsible for all damage and theft claims. Tidy Heidi Maid Service, LLC can assist in providing subcontractor/domestic worker’s contact information and their relevant insurance policy documents.The cleaning professionals are responsible for their own work. If there is any breakage or damage, they will handle this issue with you directly. Tidy Heidi Maid Service, LLC is not the employer of the cleaner we refer to you.

Guarantee Conditions & Exclusions; Your Primary Insurance. 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 subcontractor insurance is secondary.

Coverage Under the Tidy Heidi Maid Service Guarantee.

A Requester will be covered under the Guarantee for every Service, subject to the exclusions below, provided:

• The Service is agreed to between a Requester and a Provider through the Tidy Heidi Maid Service, LLC Platform, performed by the Provider hired by the Requester and paid for in full through the Tidy Heidi Maid Service, LLC Platform;
• Your Booking does not violate Tidy Heidi Maid Service, LLC Terms of Use;
• The original service or request/s made during the service do not put the provider in harm’s way or include services which aren’t part of the original scope, as outlined on Tidy Heidi Maid Service, LLC Services Page;
• The Requester has reported the claim within 24 hours of the Service;
• The Requester’s account with Tidy Heidi Maid Service is in good standing with no outstanding balances owed to Tidy Heidi Maid Service or Providers;
• The Provider was not able to gain entry to the service location during the scheduled time of the service;
• There was no available source of power or no electricity at the service location during the scheduled time of the service;
• There was no air conditioning or heating at the service location during the scheduled time of the service;
• There’s no available source of water at the service location during the scheduled time of the service;
• Requester failed to disclose the full size of the property being serviced. Requester is required to included in the full size of the property including areas of the property not being serviced as well as those being serviced;
• Requester failed to disclose the need for mold, construction, or a remediation cleaning, or other services Tidy Heidi Maid Service doesn’t accommodate. Services Tidy Heidi Maid Service, LLC doesn’t accommodate are outlined on Tidy Heidi Maid Service, LLC Services page.

The Guarantee 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;
• losses for property damage and theft exceeding the original value and/or replacement value of such property, less any standard depreciation;
• losses arising from negligence of a Requester 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 Requester or due to Requester recommendations (e.g., if a manufacturer recommends affixing furniture to a wall and a Requester 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 or any other intentional wrongful act by a Professional;
• 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 Professional Services were performed;
• losses of pets, personal liability or damage to shared or common areas;
• losses arising from shipping costs and/or shipping of replacement items and/or taxes incurred in purchasing the original and/or replacement items;
• losses of theft without a valid police report, if requested by Tidy Heidi Maid Service; and losses with insufficient documentation.

Submitting a Claim

Issues can be reported by phone at 321-895-6839, or email at tidyheidimaids@gmail.com. Depending on the nature of the claim, Tidy Heidi Maid Service 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.

Tidy Heidi Maid Service is just assisting you in the process.  Tidy Heidi Maid Service can help to gather information about what happened to help communicate this on your behalf if needed to insurance companies or subcontractor/domestic worker’s.

After a claim has been reported additional information may be required. If additional information is required, That’s Tidy Heidi Maid Service requires communication with the Requester. A failure to communicate with Tidy Heidi Maid Service and/or ability to provide needed information or evidence may result in not being able to process a claim by the subcontractors insurance provider. Tidy Heidi Maid Service, LLC (Tidy Heidi Maid Service) helps to facilitate the claim process only. That’s Tidy Heidi Maid Service, LLC doing business as Tidy Heidi Maid Service is not responsible for any claims being made or reported. Your assigned subcontractor is responsible for any or theft related claims.

Charges

As a Requester, you agree to pay the amounts charged for your use of the Tidy Heidi Maid Service, LLC (Tidy Heidi Maid Service) Platform and Services (“Charges”). Charges include the cost for Services and other applicable fees, surcharges, and taxes as set forth by Tidy Heidi Maid Service, LLC (Tidy Heidi Maid Service) Booking Page available at https://tidyheidimaids.com/bookings plus any tips to the Provider you elect to pay.

Tidy Heidi Maid Service, LLC (Tidy Heidi Maid Service) reserves the right to determine and modify pricing by posting applicable pricing terms to the Tidy Heidi Maid Service, LLC (Tidy Heidi Maid Service) booking page. Pricing may vary based on the type of service requested (e.g., standard cleaning,deep cleaning, etc) as described on Tidy Heidi Maid Service, LLC (Tidy Heidi Maid Service) booking page. You’re responsible for reviewing the applicable booking page and shall be responsible for all Charges incurred under your User account regardless of your awareness of such Charges or the amounts thereof.

Flat-Rate Pricing

Flat-rate pricing consists of a standard charge based on the details of a home and requested home service and add-on charges based on additional parameters selected by the Requester.

Hourly-Rate Pricing

Hourly-Rate pricing consists of a standard rate per-provider, per-hour. As an example, 2 providers for 2 hours will be x and 1 provider for 2 hours will be 1/2 of x. The actual charge will vary based on the amount of time required for the cleaning. The total hours will be rounded up to the nearest 30 minute increment.

Quoted Home Service Fees

Tidy Heidi Maid Service, LLC (Tidy Heidi Maid Service) may quote you a 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 Requester. If during your home service you change your requested Services or a Provider confirms that the home details as provided by the Requester are incorrect or false, we may cancel the service and/or charge an adjusted home service fee based on the true details of the home and the conditions in the home. Tidy Heidi Maid Service, LLC (Tidy Heidi Maid Service) does not guarantee that the quoted service price will not change, especially when details or conditions of the home were not represented accurately or fully by the Requester when booking the Service.

Cancellation Fees

Tidy Heidi Maid Service, LLC (Tidy Heidi Maids) reserves the right charge a cancellation fee of $45 for late cancellations. A cancellation will be considered late if the service is canceled within 24 hours before an appointment. Cancellation fees may be charged for other reasons including not being able to get into the building for the service or not being able to contact the original person who booked the appointment. In cases where a Provider is sent to perform a service and aren’t able to perform that service at the fault of the Requester, a cancellation fee will always be charged. An example of not being able to perform the service at the fault of the Requester includes but is not limited to not being able to gain entry to perform the service, not having a source of power, or not having a source of water. In select cases, a cancellation fee may be waived as a show of good will. This will not invalidate the cancellation fee for other users.

Headings

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 Waiver

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.

Governing Law

Any claim relating to Tidy Heidi Maid Service, LLC (Tidy Heidi Maid Service) Platform, website, or services shall be governed by the laws of the State of Florida without regard to its conflict of law provisions.