Terms of service
What you are agreeing to when you book, written to be read rather than to be survived.
Terms of Service in short
Booking a MaidSimple visit creates an agreement for a one-off or recurring residential cleaning service, billed on the hours the crew is there at the hourly rate shown when booking, and paid after the clean. An upcoming visit can be moved in the app. If a visit is not right, the company comes back and puts it right at no further charge. There is no contract or minimum number of visits.
Last updated September 2026. These terms describe how the service actually operates. Have a lawyer review them before relying on them.
Booking and the quote
A quote is the hours we plan for the home — from how you tell us it is looking, the tasks you select and property data where available — at the hourly rate shown. You can adjust the hours before you book. Booking a visit accepts that rate and those planned hours.
You pay for the time the crew is there, at the rate you booked at: finish early and you pay less; a home that is materially different from what was described — a two-bedroom booked as a one-bedroom, or a condition well beyond what was selected — takes longer and costs more, and the crew will tell you before they start rather than surprise you after.
Payment
You pay after the clean, in the app or online — Apple Pay, Google Pay or any card. Nothing is charged before the clean is done. Recurring plans are paid per clean, not in advance as a block.
Changing a visit
- Move an upcoming clean yourself in the app, or call us. The earlier the better: the crew’s day is routed the day before.
- If nobody is home and we cannot get in, the crew waits a reasonable time and tries to reach you, then has to move on — see access below.
- Recurring plans can be 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 service entrance, advance registration of the crew, or paperwork from us, tell us when you book so the office can sort it before the day.
If a clean is not right
Tell us and we will come back and put it right at no further 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 on our payroll, background-checked before their first visit. 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
Most of our cleaners have been with us for years 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 do what the schedule allows.
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 across California. If your ZIP code is not yet on the service-area page, your booking is still taken and the office confirms your date with you before the clean.
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.
Common questions
Can the price change on the day?
You pay for the time it takes at the rate you booked at, so the total moves only with the hours: finish early and you pay less. If the home is materially bigger or in a much worse state than was selected, it takes longer, and the crew tells you before starting. The rate itself never changes on the day.
How do I move or cancel a visit?
Move an upcoming clean yourself in the app, or call us. The earlier the better, because the crew’s day is routed the day before. There is no contract, so a recurring plan can be changed or stopped whenever you like.
What if nobody is home and you cannot get in?
The crew waits a reasonable time and tries to reach you, then has to move on to the next booking. Leaving a lockbox, a code or a key with us avoids it entirely.
Am I locked into a contract on a recurring plan?
No. There is no contract and no minimum number of visits. Move a single visit, change how often we come, or stop altogether. We only ask for as much notice as you can give so the crew’s day can be refilled.
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