Terms of service

Last updated September 2026. These terms cover the cleaning service and the MaidSimple app. They describe how the service actually operates. Have a lawyer review them against your final insurance and payment setup before relying on them.

Booking and the quote

A quote is generated from what you tell us about the home — its size, its condition, and the tasks you select — together with property data where available. Booking a visit accepts that quote at the flat price shown.

The quoted price is what you pay. We will not raise it on the day. The one thing that changes a price is you changing the job: if you add work at the door, or the home is materially different from what was described — a two-bedroom quoted as a one-bedroom, or a home in a condition well beyond what was selected — we will tell you what it means for the price before we start, and you can decline. We would rather have that conversation on the doorstep than surprise you on an invoice.

Payment

Payment is taken after the visit unless agreed otherwise. Card details are held securely by our payment processor. Recurring plans are charged per visit, at the recurring price quoted, not in advance as a block.

Cancellation and rescheduling

• Free up to 24 hours before the visit start time — change it, move it, or cancel it, with no fee.
• Inside 24 hours, the crew is already routed for the day. Call us and we will do what we can, but a late cancellation may be charged.
• If nobody is home and we cannot get in, that is a lockout and may be charged as a visit — see access below.
• Recurring plans can be paused, changed in frequency, or stopped at any time. There is no contract and no minimum number of visits.

Access

You do not need to be home. Tell us how to get in — a lockbox, a code, a key hand-off, a gate procedure — and we will follow it. If we cannot get in and cannot reach you, the crew waits a reasonable time and then has to move on to the next home.

If your building needs a certificate of insurance, a service entrance, or advance registration of the crew, tell us when you book so it is arranged rather than discovered.

The guarantee

If a visit is not right, tell us within 24 hours and we will return and re-clean the affected areas free of charge. That is the remedy: we come back and put it right. It is not a rolling entitlement to a refund on a completed visit, and it applies to work that was in scope for the clean you booked.

What is not included

A cleaning visit does not cover:

• Anything above safe ladder reach, or exterior work beyond what is explicitly booked.
• Moving heavy furniture or appliances.
• Biohazards, human or animal waste, drug residue, or hoarding conditions.
• Mold remediation, pest control, carpet shampooing, floor refinishing or pressure washing.
• Cleaning around active construction or renovation debris.
• Handling or cleaning firearms, or moving valuables and irreplaceable items.

If a crew arrives and finds any of the above, they will stop and call rather than improvise. Some of these need a licensed specialist and doing them badly causes real damage.

Your home, our crew

Our cleaners are W-2 employees, background-checked and covered by our insurance. If something is damaged or goes missing, tell us straight away and we deal with it directly — the responsibility is the company’s, not the individual’s.

Please secure cash, jewellery and irreplaceable items before a visit. Not because we expect a problem, but because the fastest way to avoid one is for those things not to be out.

We ask one thing in return: our crews are entitled to a safe, respectful place to work. We will end a visit and decline future bookings over harassment, threats, or an unsafe environment, and you will not be charged for a visit ended on those grounds.

Hiring our staff

We invest in training people and we would rather not lose them mid-schedule. Please do not solicit a MaidSimple cleaner for private work while they are working for us or for a reasonable period afterwards. If you want more of a specific cleaner, tell us and we will schedule them.

Pets

Pets are welcome to be home and our crews are used to them. Tell us what to expect and anything we should not do — a door to keep shut, a cat that bolts. If a pet is anxious with strangers, secure them for the visit; it is easier on everyone.

Service area and availability

We serve residential addresses in the areas listed on the service-area page. If your ZIP code sits outside our published coverage we will tell you before taking payment rather than after, and we will say honestly whether we can route a crew.

The MaidSimple app

The app is free, and it is a way to use the service rather than a service of its own. Booking through it creates the same agreement as booking any other way, on these same terms.

Your account is yours: keep the phone number on it current, because that is how we sign you in, and tell us if you lose the phone. Do not use the app to do anything unlawful, and do not try to reach data that is not yours — the app is used by customers and by our own employees, and each only ever sees their own side of it.

You can delete your account from inside the app at any time, under Me. What is removed and what the law makes us keep is set out in the privacy policy.

The app needs a working phone and an internet connection, and we cannot promise it is never unavailable. If it is, the service still runs — call (888) 245-3085 and we will book you the old-fashioned way. Nothing in the app changes the price you were quoted, the guarantee, or your right to cancel; those are set out above and they govern.

MaidSimple employees are also issued this app for work, and their use of it is governed by their employment terms and the company handbook rather than by this page.

Changes to these terms

We may update these terms. The version in force for your visit is the one published when you booked it, and material changes affecting recurring customers will be communicated directly.

Governing law

These terms are governed by the laws of the State of California.

Contact

Questions about these terms: hello@itsmaidsimple.com, (888) 245-3085, or 23133 Hawthorne Blvd Suite 108A, Torrance, CA 90505.