Terms of Service

These Terms of Service govern every booking, quote, and service provided by Brooklyn Maids ("we", "us", "our"). By requesting a quote, booking a service, or allowing our team into your home or business, you ("you", the "customer") accept these terms in full. If you book on behalf of another person or a business, you confirm you have authority to accept these terms for them.

We may update these terms from time to time. The version published on this page at the time of your service applies to that service. Continued use of our services after an update constitutes acceptance of the updated terms.

By booking our services, you agree to:

• Provide accurate and complete information about your home, its condition, and your cleaning needs
• Grant access to the property at the scheduled time and provide a safe working environment
• Ensure working electricity, running water, and reasonable climate control during service
• Secure or disclose pets before our team arrives
• Store or secure cash, jewelry, firearms, prescription medication, and items of high monetary or sentimental value before service
• Disclose all delicate or specialty surfaces (including but not limited to natural stone, marble, granite, limestone, travertine, unsealed wood, antique or custom finishes, and any material requiring special care) prior to service
• Disclose any conditions that could affect the work or the safety of our team, including pest activity, mold, biohazards, recent construction, or structural hazards
• Pay for services as agreed
• Allow us to contact you by phone, text, or email regarding your service

Quotes are estimates based on the information you provide. If the actual size, condition, or scope of the property materially differs from what was described, we reserve the right to adjust the price, adjust the scope, or reschedule. You will be informed before any adjusted work begins and may decline service at that time.

Our services are residential and light commercial cleaning. The following are outside the scope of every service we offer, and we may decline, stop, or limit any job that requires them:

• Medical-grade sanitation, disinfection certification, or allergen remediation
• Mold testing, remediation, or abatement
• Biohazard cleanup, including bodily fluids, sharps, animal or human waste accumulation, and crime or trauma scenes
• Hoarding situations beyond light decluttering agreed in advance
• Pest infestations or pest control of any kind
• Hazardous materials, chemicals, or asbestos
• Lifting or moving heavy furniture or appliances, or cleaning beneath or behind them where moving is required
• Cleaning at heights beyond a two-step stool, including high ceilings, chandeliers, and exterior windows above ground level
• Exterior areas, gutters, roofs, and pressure washing
• Repairs, maintenance, or trade work of any kind
• Laundry or dishes beyond what is expressly included or booked as an add-on
• Cleaning of active leaks, flooded areas, or fire and smoke damage

For health, environmental, or safety concerns we recommend a certified specialist. We reserve the right to decline or discontinue any service that, in our judgment, falls outside the capabilities of a residential cleaning service or puts our team at risk.

• Arrive within the scheduled time window (arrival windows account for travel and prior jobs; exact times are not guaranteed)
• Provide quality cleaning services performed with reasonable skill and care
• Use professional-grade cleaning products and equipment
• Respect your property and privacy
• Communicate clearly about any changes to your service

Services may be performed by our employees or by vetted independent cleaning professionals and subcontractors working with Brooklyn Maids. We coordinate scheduling, quality, billing, and support for every job regardless of who performs it. Independent professionals are responsible for their own manner and means of work. These terms apply to every service arranged through us.

Our team arrives with the necessary cleaning products and equipment. For your protection:

• Our cleaners use company-approved, professional-grade products
• We do not use customer-supplied products, tools, or equipment unless you explicitly request it
• If you request or direct our team to use your own products, tools, or equipment, you assume full responsibility for any damage or adverse effects resulting from their use
• Tell us when booking about allergies, sensitivities, or surface-specific product requirements
• Customers with specialty surfaces must inform us before service so appropriate products and techniques are used; we are not responsible for damage to undisclosed specialty surfaces

If you are not satisfied with any area we cleaned, tell us within 48 hours of the service and we will return and re-clean that area at no charge. The re-clean is the exclusive remedy under this guarantee; refunds, credits, or discounts beyond it are at our sole discretion. The guarantee covers work within the booked scope only and does not apply where the condition of the home, access limitations, or customer-imposed restrictions prevented normal completion of the work.

• Any damage claim must be reported within 24 hours of service completion, with supporting photos; claims reported later are declined
• Claims must relate to areas and items our team actually serviced, and must be made by the customer named on the booking
• We are not liable for pre-existing damage, normal wear and tear, or conditions present before our service; our team documents home condition with photos and those records control
• We are not responsible for damage to items or surfaces that required special care and were not disclosed before service
• We are not responsible for items that were already loose, improperly mounted, improperly installed, or inherently fragile (including but not limited to floating shelves, wall hangings, blinds, aged plumbing fixtures, and worn finishes), or for the consequences of such conditions failing during normal cleaning contact
• We are not liable for damage caused by customer-supplied products, tools, or equipment
• Cash, jewelry, and other high-value items should be secured before service; we are not responsible for such items that were not secured or disclosed
• We may require the damaged item to be made available for inspection, and reserve the right to obtain independent estimates before agreeing to any claim
• Where a claim is accepted we choose whether to repair, replace with an item of similar age and quality, or compensate; replacement value is depreciated actual value, not new-for-old

To the maximum extent permitted by law, our total aggregate liability for all claims arising out of or relating to a service, however caused and regardless of the theory of liability, is limited to the lesser of the cost of repair or replacement of the damaged item or the total amount you paid for the service during which the claim arose. We are not liable for indirect, incidental, special, punitive, or consequential damages, including lost time, lost income, missed appointments, alternative accommodation, replacement services, or emotional distress, even if advised of the possibility. We are not liable for losses caused by rescheduling, delay, or cancellation of a service. Services are provided within the booked scope only and, beyond the satisfaction guarantee above, without further warranty. Any claim must be brought within one year of the service giving rise to it. Nothing in these terms limits liability that cannot be limited by law.

• You may cancel or reschedule free of charge up to 24 hours before your scheduled service
• Cancellations or reschedules within 24 hours of the service may be charged a fee of up to 50% of the booked price
• If our team arrives and cannot access the property, is turned away, or the home is not in a serviceable state, a lockout fee of up to the full booked price may be charged
• Reducing the scope on the day of service (rooms removed, add-ons dropped) may not reduce the price below the booked minimum, since the team and time were reserved for the full job
• Repeated late cancellations or lockouts may require prepayment for future bookings or end of service
• Arrival windows account for travel and prior jobs; a late arrival within a reasonable window is not grounds for a fee waiver or discount
• We may cancel or reschedule due to illness, weather, safety concerns, or events outside our control; in that case we will notify you as early as possible and no fee applies to you

• Our satisfaction guarantee remedy is a free re-clean of the affected areas, reported within 48 hours; refunds beyond it are at our sole discretion
• Where we issue a refund, it goes to the original payment method; we do not give cash refunds
• Partial refunds, where granted, are proportional to the affected part of the service, not the whole booking
• Refunds post to your account within 5 to 10 business days depending on your bank
• Promotional discounts, coupons, and gift card value have no cash value and are not refundable as money
• Completed services that matched the booked scope are not refundable because plans changed, the home was sold, or the service is no longer wanted

• Recurring plans (weekly, bi-weekly, monthly) receive discounted pricing in exchange for continuity; there is no long-term contract and you may cancel at any time
• Recurring discounts assume the service continues; if a recurring plan is cancelled after only the first visit, we reserve the right to re-price that visit at the standard one-time rate
• Skipped visits may change the price of the next visit, since more time between cleans means more work

Payment is due upon completion of service. We accept credit and debit cards and Zelle.

• No upfront payment is required; a card on file may be verified or authorized before service (a temporary hold may appear on your statement) and is charged after completion
• By providing a payment method you authorize Brooklyn Maids to charge it for completed services, agreed add-ons, applicable fees under these terms, and, for recurring plans, each recurring visit until you cancel
• The charge appears on your card statement under our brand name, and an itemized receipt is emailed after every card charge
• If a payment fails, we may retry the charge and contact you for an updated payment method; future service may be paused while a balance is unpaid, and unpaid balances may be referred to collections with recovery costs added where the law allows
• Billing questions are answered fast: contact us before disputing any charge and we respond within one business day. Initiating a chargeback for a service that was performed, instead of contacting us first, is a breach of these terms; we retain and submit service records, timestamped job photos, message history, and your booking confirmation and terms acceptance as evidence, and we reserve the right to recover chargeback fees for invalid disputes
• Prices, promotions, and gift cards have no cash value and may change or end at any time for future bookings

By providing your phone number and email you consent to receive calls, texts, and emails about quotes, bookings, reminders, service updates, and occasional offers. Reply STOP to any text to opt out of texts; message and data rates may apply.

Some of our communications, quotes, and scheduling messages are generated or assisted by automated systems, including artificial intelligence. Automated messages are provided for convenience and may occasionally contain errors; the booking details confirmed by our team and the terms on this page control over anything stated in an automated message. Important details can always be confirmed with a human member of our team.

Our team may take photos of work areas before and after service for quality control, time verification, and damage claim documentation. These photos are internal business records. We do not publish photos of your home in marketing without your consent.

We reserve the right to refuse, pause, or discontinue service at any time, including where the scope materially differs from what was booked, where conditions are unsafe or unsanitary beyond the scope of residential cleaning, or where our team is subjected to harassment, discrimination, or threatening behavior. If we discontinue mid-service for such reasons, the service may be billed in proportion to the work completed.

We are not liable for delay or failure to perform caused by events beyond our reasonable control, including severe weather, natural disasters, public emergencies, utility outages, or labor shortages. Affected services will be rescheduled.

These terms are governed by the laws of the State of New York. Before any formal proceeding, you agree to contact us and allow 30 days to resolve the issue in good faith. Any dispute that cannot be resolved informally shall be resolved by binding arbitration on an individual basis, except that either party may bring a qualifying claim in small claims court. To the extent permitted by law, disputes may not be brought as class or representative actions.

If any provision of these terms is found unenforceable, the remaining provisions stay in effect. These terms, together with your booking confirmation, are the entire agreement between you and Brooklyn Maids regarding the services.

For questions about these terms, please contact us: