Terms and Conditions

  • Introduction

These Terms and Conditions (“Terms”) govern the provision of residential cleaning and home care services by City Maids (“the Company,” “we,” “our,” or “us”) to its clients (“the Client,” “you,” or “your”). By booking or receiving services from City Maids, the Client agrees to be bound by these Terms.

City Maids is committed to delivering professional, ethical, and high-quality residential services founded on long-term trust, operational excellence, and legal compliance.

  • Organizational Leadership and Professional Oversight

City Maids operates under a structured leadership framework led by a Chief Executive Officer and supported by managers, customer care specialists, supervisors, team leaders, and trained field professionals. This leadership structure ensures that all residential services are delivered with strategic oversight, operational consistency, and professional accountability.

  • Health and Safety Compliance

City Maids adheres strictly to international occupational health and safety standards, including the ISO 45001 framework. Our Occupational Health and Safety (OHS) management system includes:

  • Continuous risk assessments
  • Internal audits and compliance monitoring
  • Regular staff training
  • Ongoing improvement initiatives
  • These measures are implemented to protect employees, clients, and the broader community and to ensure services are delivered responsibly and safely.
  • Service Quality and Assurance
  • Quality is central to City Maids’ service philosophy. All services are subject to multi-level supervision and monitoring to ensure consistent compliance with established standards.
  • Service Guarantee

City Maids offers competitive pricing and strong service value. In the rare event that service expectations are not met, the Company will provide corrective action promptly and professionally, subject to reasonable assessment.

  • Limitations
    Corrective services apply only to the originally agreed scope of work and must be reported within a reasonable timeframe following service completion.
  • Customer Service Commitment

City Maids is dedicated to respectful, seamless, and solution-oriented customer interactions. If a Client expresses dissatisfaction, we will investigate and, where appropriate, provide complimentary corrective support to restore service confidence and satisfaction.

 

 

 

  • Human Resource Development and Training

City Maids recognizes its employees as essential to service excellence. The Company invests in:

  • Ongoing professional training
  • Skills development programs
  • Supportive management practices

This commitment ensures a skilled, motivated, and knowledgeable workforce capable of delivering superior residential services.

  • Innovation and Continuous Improvement

City Maids actively embraces innovation through continuous training in modern cleaning techniques, safety protocols, customer relations, technology integration, and advanced home care practices. This ensures that our services evolve in line with industry advancements and changing household needs.

  • Legal and Regulatory Compliance

City Maids operates in full compliance with applicable laws, regulations, and national standards governing residential cleaning and home care services. All operational processes are aligned with industry benchmarks to ensure safe, lawful, and reliable service delivery.

  • Insurance and Liability
  • Third-Party Liability Insurance

City Maids maintains comprehensive third-party liability insurance to protect clients and their property. In the unlikely event of damage or loss directly attributable to City Maids’ services, claims will be managed in accordance with applicable insurance terms and procedures.

  • Workmen’s Compensation

All City Maids employees are covered by workmen’s compensation insurance for work-related incidents, ensuring appropriate care and support.

  • Employee Health Insurance

City Maids provides medical insurance coverage to its employees as part of its commitment to workforce welfare and responsible employment practices.

  • Fair Labor and Ethical Employment Practices

City Maids strictly complies with labor laws and regulations, ensuring:

  • Fair wages
  • Regulated working hours
  • Safe accommodations
  • Reliable transportation
  • Respectful and lawful treatment

This commitment supports ethical employment and operational integrity.

  • Client Confidentiality and Privacy

City Maids respects and protects client privacy. Any personal information or household details encountered during service delivery are treated as strictly confidential and managed in accordance with applicable data protection laws and privacy regulations.

  • Client Responsibilities

Clients agree to:

  • Provide accurate service information
  • Ensure safe access to the premises
  • Communicate special requirements or hazards in advance
  • Treat City Maids staff with respect and professionalism

City Maids reserves the right to suspend or terminate services if unsafe, abusive, or unlawful conditions are encountered.

 

  • Dispute Resolution

City Maids aims to resolve all service-related concerns professionally, transparently, and amicably. Where resolution cannot be achieved informally, disputes will be handled in accordance with applicable legal procedures and governing laws.

  • Limitation of Liability

To the fullest extent permitted by law, City Maids’ liability is limited to direct losses arising from proven negligence within the scope of insured coverage. The Company shall not be liable for indirect, incidental, or consequential damages.

  • Amendments

City Maids reserves the right to update or amend these Terms and Conditions at any time. Updated versions will apply to future services upon publication or notification.

  • Governing Law

These Terms and Conditions shall be governed and interpreted in accordance with the applicable laws and regulations of the jurisdiction in which City Maids operates.

  • Booking of Services
  • Service Requests

Clients may book City Maids services through approved channels, including telephone, online platforms, or authorized representatives. All bookings are subject to availability and confirmation by City Maids.

  • Booking Confirmation

A booking is considered confirmed only after City Maids provides official confirmation, which may be issued verbally, electronically, or in writing. City Maids reserves the right to decline or reschedule bookings based on operational requirements, safety concerns, or incomplete client information.

  • Scope of Work

The scope of services will be agreed upon at the time of booking. Any additional services requested outside the confirmed scope may result in additional charges and are subject to availability and approval.

  • Access to Premises

Clients must ensure safe, timely, and unobstructed access to the premises at the scheduled service time. Delays or inability to access the property may result in shortened service duration or cancellation charges.

  • Cancellation and Rescheduling Policy
  • Client-Initiated Cancellations
  • Clients may cancel or reschedule a booking by providing advance notice to City Maids. Cancellations made within a specified short-notice period (as communicated at booking) may be subject to a cancellation fee.
  • Late Cancellations and No-Shows
    Cancellations made on the same day of service, or failure to provide access to the premises (“no-show”), may result in full or partial service charges to cover allocated labor, transportation, and administrative costs.
  • Company-Initiated Cancellations

City Maids reserves the right to cancel or reschedule services due to unforeseen circumstances, including but not limited to staff unavailability, safety concerns, force majeure events, or regulatory restrictions. In such cases, clients will be notified promptly, and any prepaid amounts will be credited, refunded, or rescheduled as appropriate.

  • Weather and Emergency Conditions

Services may be postponed without penalty during unsafe weather conditions, emergencies, or circumstances beyond reasonable control. City Maids will coordinate alternative scheduling options with the client.

 

 

 

  • Pricing and Payment Terms
  • Service Pricing

Service fees are based on the scope of work, service duration, frequency, and any special requirements agreed upon at booking. All prices communicated are subject to confirmation and may vary if service conditions change.

  • Additional Charges
    Additional fees may apply for:
  • Extra services requested beyond the original scope
  • Extended service time
  • Special cleaning materials or equipment
  • Services requested on short notice, holidays, or peak periods

Any additional charges will be communicated to the client where reasonably possible.

 

  • Payment Methods

City Maids accepts approved payment methods, which may include cash, bank transfer, credit/debit cards, or digital payment platforms, as communicated at the time of booking.

  • Payment Timing
    Unless otherwise agreed in writing:
  • One-time services are payable upon completion or in advance
  • Recurring services may be billed periodically as agreed
  • Advance payments or deposits may be required for certain services
  • Late or Failed Payments
    Failure to settle payments within the agreed timeframe may result in:
  • Suspension of future services
  • Late payment fees where permitted by law
  • Recovery actions in accordance with applicable regulations
  • Refund Policy

Refunds, if applicable, are issued at the discretion of City Maids and in accordance with service guarantees, cancellation terms, and applicable laws. Refunds do not apply where services have been completed as agreed.

Promotional Offers and Packages

  • Promotions
    Promotional rates, discounts, or packages are subject to specific terms and validity periods. Offers cannot be combined unless explicitly stated.
  • Service Packages

Prepaid service packages are non-transferable and subject to expiration timelines communicated at purchase, unless otherwise stated in writing.