Frequently Asked Questions and Answers

Scheduling

You will receive a reminder text or email two days before your scheduled visit. Our arrival window is typically between 8:30 AM and 4:00 PM. While we will do our best to accommodate any specific time requests, please note that exact times cannot be guaranteed due to circumstances beyond our control. Additionally, you will receive a text message the day before your cleaning with an estimated time of arrival. If your scheduled cleaning falls on a national holiday, we will reach out to you to reschedule.

Home Access

Our office offers a limited number of appointments each day because we believe every client deserves reliable, high-quality service. To ensure this, we carefully avoid overbooking our schedule.

You will receive a confirmation text or email two days prior to your scheduled service. If you need to reschedule or cancel, we kindly ask that you provide at least 24 hours’ notice. Cancellations made with less than 24 hours’ notice may incur a $50 fee. If our team arrives and is unable to gain access to your home, a lockout fee equal to 50% of the cleaning price may be applied.

Key Service

Having a key on file allows you the convenience of not needing to be home during your service. Most of our customers take advantage of this option. For security, each key is assigned a generic code that is not linked to your address, phone number, or any personal information on your account. Keys are stored in a secure, locked box within our office. On the day of your cleaning, the key is checked out to your team supervisor and returned to the office afterward. The lockbox is audited weekly to ensure accuracy and security.

Supplies and Equipment

Maid Brigade arrives at your home fully equipped and ready to work! Our exclusive PUREcleaning® system is Green Clean Certified and designed with your health in mind. We use allergy-free, antibacterial microfiber cloths and mops, along with vacuums certified through the Carpet and Rug Institute’s Green Label Program. If you prefer that a specific cleaner be used in your home, simply let our office know in advance and have it available for the team upon arrival.

Employees

All of our team members are trusted employees who meet strict hiring and training standards. They are fully insured and bonded, supervised to ensure consistent quality, and arrive in uniform in a clearly marked company vehicle.

Preparation for Cleaning Day

We understand that preparing for “cleaning day” can sometimes feel stressful. While there’s no need to “clean” before we arrive, we do kindly ask that general clutter—such as clothing, toys, or dishes—be picked up as much as possible. This allows our team to focus on thoroughly cleaning your home’s surfaces.

Pets

Our teams are trained to be mindful of pets when entering your home. However, some pets may become uneasy with new people and the sounds of cleaning equipment. If your pet is nervous during visits, we recommend keeping them in a separate area of the home for their comfort and for the safety of both your pet and our team. If it’s helpful to be home with your pet during the cleaning, we also offer Saturday appointments

The Cleaning

We understand that cleaning expectations can vary from client to client, which is why it’s important to communicate your preferences with our office. This allows us to keep your individual cleaning record up to date. If you would like additional rooms or tasks completed, please contact our office in advance. We will confirm if the request can be accommodated, provide an estimate for any additional fees, and update your next scheduled service accordingly. For special valuables, heirlooms, or irreplaceable items that you prefer not to have touched, please let us know so we can make note of it for the team. As a general rule, a closed door signals that you do not want that area cleaned. However, if a door is closed for another reason (such as pet access), please inform our office so we can update the team’s instructions.

Payment

All customers are required to provide a credit card on file prior to service in order to secure their scheduled appointment. We accept Visa, MasterCard, and American Express. If paying by credit card, the charge will be processed the following business day, and a 3% convenience fee will apply.

If you prefer to pay by cash or check, please confirm the final total with our office to ensure the exact payment can be made. For checks written for less than the service total, the remaining balance will be charged to the credit card on file. For cash payments, exact change is required, as our teams do not carry change. Please note, there is a $35 fee for any returned checks.

Referrals

We love when one of our customers tells a family member, friend, or neighbor about our service. If you refer a client that schedules recurring service, we will give you and them $50 in discounts.

24 Hour Satisfaction Guarantee

Your satisfaction is our top priority. If any area or item is not cleaned to your expectations, please contact our office within 24 hours, and we will promptly address the issue. After each visit, we will also send a quality evaluation via text and email, making it quick and easy to share your feedback. If we do not have your email address on file, please provide it at your earliest convenience. At Maid Brigade, we listen and follow through.

Office Hours

Monday – Friday: 8:00 a.m. – 5:00 p.m.

Saturday: 8:00 a.m. – 3:00 p.m.

Contact Our Office

Office Phone: (281) 363-0022

Office Text: (832) 299-2431

Email: northhouston@maidbrigade.com