Terms & conditions

Mastermind Cleaning of the Palm Beaches

Customer Guidelines

Thank you for choosing Mastermind Cleaning! We’re excited to make your home sparkle. To ensure the best experience, we’ve outlined some simple guidelines to help things go smoothly. If you have any questions, just reach out — we’re here to help!

Getting Ready for Your Cleaning

We want to give you the best possible clean. A little preparation on your end helps us do just that:

• Clear away loose items like papers, toys, and pet accessories so we can reach every corner.
• Put away any dishes to ensure your kitchen shines.
• Store sensitive or personal items securely.

Keeping You in the Loop

We use technology to keep things simple and efficient:

• Expect a reminder email three days before your appointment and a text the day before.
• You can reply to the emails, but texts are one-way.
• Payments are processed through your card on file, and our techs clock in and out via a GPS-secured app to ensure safety.
• Please contact the office for any instructions regarding your home. We must document your notes and instructions in our software system to ensure your request is fulfilled.
• Direct communication with the cleaners may leave out important details we may need to know for billing purposes, in case of routine technician absence, or to avoid miscommunication.

How We Approach Cleaning Times

Every home is unique, and while we charge a flat fee for regular cleanings, the time needed might vary based on your home’s specific needs. If we anticipate significant extra time due to unexpected conditions, we’ll reach out for your approval.

Working in Your Home

Our cleaning technicians work best with minimal distractions. To keep things running smoothly:

• Please ensure children and pets are in safe, secure areas.
• If distractions slow down our techs, we may need to adjust the service fee.
• For everyone’s safety, if a technician feels unsafe due to customer behavior, guests, other workers, or pets, we may have to leave, and the full-service fee will apply.

A Few Important Policies

• Smoking: We can’t clean homes where indoor smoking has occurred. If we detect smoking, we’ll have to charge for the full service.
• Biohazards: Let us know about any issues like mold, pests, or pet accidents ahead of time. If we encounter biohazards unexpectedly, we’ll have to charge for the visit and reschedule after it’s resolved.

Safety First

Your safety and our techs’ safety are our top priorities:

• We’ll bring our own step stool but won’t use ladders or climb on furniture.
• We won’t move heavy furniture but can clean behind or under it if you’ve moved it beforehand.

Timing and Access

We clean homes between 8:00 AM and 5:00 PM and aim to arrive within one hour of your scheduled time. You will receive a text with the time window the day before your cleaning.  For entry, you have three options:

1. Be home to let us in. If no one’s there or we’re turned away, we’ll need to charge half the service fee.
2. Provide a garage or door code for access. Incorrect codes result in a lockout fee of half the service price.
3. Use a lockbox with a key and share the code with us. If the key isn’t there or the code doesn’t work, a lockout fee will apply.

Note: If you leave a key in an unsecured spot (like under a mat), we can’t be responsible for any issues that arise.

Alarms & Schedule Changes

• Alarms: Let us know about any alarm code changes to avoid false alarms.
• Schedule Changes: Although 7-day notice is appreciated, please give us at least 48 hours’ notice for reschedules or cancellations so that you can avoid extra fees. Less than 48 hours’ notice incurs a 25% fee, and cancellations within 24 hours will be charged 50% of the service rate.

Payment Details

• Initial Cleans: A 50% down payment is required when booking. It’s fully refundable with 48 hours’ notice, 50% refundable with less notice, and non-refundable for same-day cancellations.
• Ongoing Payments: We require a credit, debit card or ACH instructions on file for hassle-free billing. Receipts are emailed after each cleaning.
• Tipping: Tipping is never required, but it is a lovely way to tell your cleaners that you think they did a great job. If you want to tip, we suggest 10% to 20% of the cleaning price. You can add this amount to your credit card as a one-time or recurring charge. After each cleaning, we will email or text you a convenient clickable link. 

Adjustments & Feedback

• Price Changes: We’ll always notify you ahead of time about any price adjustments.
• Quality Control: We randomly inspect homes to ensure top-notch service. If you’re happy with our work, we’d love a review! If not, please give us an opportunity to fix it before posting it publicly.

Pets

We love pets, but for their safety and ours:

• Please secure large or anxious pets during cleaning.
• We don’t clean animal waste to prevent cross-contamination.
• If a pet is loose and the homeowner is not home, the cleaning technician may leave if they feel unsafe.

Skip Service Policy

• Routine customers (bi-weekly or weekly) who reschedule for any reason will have their next cleaning billed at the appropriate frequency. For example, if a weekly customer skips a week of cleaning, the following cleaning will be at the bi-weekly rate due to the extra work required.

Breakage and Damage Policy

• Our cleaning technicians are trained to photograph and report breakages or damages immediately. If you notice unreported damage, notify us within two days.
• Reimbursement is limited to $100 per item with verifiable value. Sometimes, we may opt to pay for professional restoration instead of reimbursement.
• We are not liable for pre-existing damage or improperly secured items.
• Our cleaning technicians are fully insured, so claims over $100 can be filed when appropriate. Please note that any irreplaceable items and anything you are concerned about should be put away and noted at the time of booking. 
• Customers should point out any damage to surfaces before service begins. Our cleaning technicians are trained to survey a home when they arrive and note/record any damage before cleaning.
• We cannot accept responsibility for breakage caused by unstable or delicate items, or improperly placed objects. 
• Damage to older window blinds, which may become brittle over time, is not covered. 

Precautionary Measures:  To minimize risks, please relocate fragile or expensive items to areas we do not clean. Alternatively, you can request that we skip cleaning those areas if you prefer not to accept the risk of accidental damage.

Photos & Privacy

We may take before-and-after photos for training or marketing purposes, but we will never include identifying information. If you prefer we don’t take photos, please let us know.

Non-Solicitation

Our employment agreement prohibits employees from accepting private work with Mastermind Cleaning customers. Please contact us directly for ad hoc services or dedicated housekeeping resources. Thanks for understanding!

Our Guarantee

We want you to be thrilled with our service. If there’s anything you’re not satisfied with, let us know within 24 hours, and we’ll come back to make it right — at no extra cost.  Call our office at 561-831-8848 or email us at office@mastermindcleaning.com.

FREE SERVICES POLICY

If you receive any free services as part of a recurring cleaning service, you agree to purchase those services at the current rate if you cancel the recurring service within one year of the first service date.