Help & FAQs

Getting Started

What is included in an Always Deep Cleaning?

All services follow our Always Deep Cleaning® standard. We do not offer light or surface-only cleanings.

What does this service not include? (We charge extra for the following)

These items require additional time and must be selected as add-ons during booking:

• Move-In / Move-Out Cleaning
• Cleaning inside the fridge
• Cleaning inside the cabinets
• Cleaning inside the oven
• Cleaning interior walls
• One load of laundry

We can tailor cleanings to your priorities—tell us what you want us to focus on in the booking notes.

WHAT WE CAN’T CLEAN

For safety and liability reasons, we do not clean:

• Exterior windows
• Carpet cleaning / steam cleaning
• Animal waste
• Mold removal
• Rust removal / rust cleaning
• Industrial cleaning
• Lifting of heavy items
• Surfaces above arm’s reach
• High ceiling fans / vaulted ceiling fans

Support & Hours

Who do I contact if I have any issues or questions?

You can reach us through our Customer Center (messages, appointments, booking, payments, documents) or contact our customer team:

• Phone: 615-290-5566
• Email: [email protected]

When are you open?

We are open Monday–Friday, 8:00 AM – 5:00 PM.

Access & Your Visit

What if I’m not there to let the cleaning person in?

That’s okay. Leave detailed entry instructions during booking so we can access your home. Your home will be secured when we leave.

Do I have to be home while you clean?

No. You do not have to be home as long as we have clear directions for entering and exiting the home.

Will the same cleaner or maid show up for all my appointments?

We do our best to send the same team for recurring clients whenever possible. Substitutions may occur due to scheduling or availability—quality standards remain the same.

Booking

Can I book a cleaning over the phone?

Yes. Call 615-290-5566 during business hours and we can help you book.

How do I schedule a cleaning?

Click the Book Now button at the top of our website and complete the form. It typically takes only a couple of minutes.

Home size limits (Square footage)

We only clean homes under 5,000 sq. ft. For accuracy, square footage may be verified using public records.

Arrival time vs. service duration

The time you select is an estimated arrival window, not a guarantee of how long the service will take. Service duration varies based on home condition, add-ons, and maintenance level.

Service Area

Where do you serve?

We serve the Nashville Metropolitan Area, including (but not limited to): Downtown Nashville, East Nashville, West End, Edgehill, Elliston Place, Germantown, Green Hills, The Gulch, Hillsboro Village, Marathon Village, 12 South, 8th Ave S, Belmont Blvd, Berry Hill, Demonbreun Hill, Melrose, Midtown, Sobro, Sylvan Park, The Nations, Music Row, West Nashville, Nashboro Village, Donelson, Joelton, Vanderbilt, and surrounding areas.

Zip codes we commonly serve

37206, 37216, 37207, 37213, 37208, 37219, 37201, 37203, 37210, 37228, 37212, 37204, 37211, 37220, 37215, 37209, 37205, 37218, 37217, 37214

Pricing

How much does it cost to clean my home?

Pricing is flat-rate and based on:

• Verified square footage
• Service type (Always Deep Cleaning, Move-In/Out, etc.)
• Home condition
• Selected add-ons

If you have a special project, you can request an estimate. Final scope may be confirmed by the team on the day of service based on actual conditions.

Pricing & Policies

Services Payments

All services must be paid in advance through our online booking process. You may also pay any pending or additional bill through the Customer Center (Make Payment). If needed, we can take payment by phone at 615-290-5566.

We accept all major credit cards. We do not accept cash or personal checks. Online payments are processed securely via Stripe.

If payment is not arranged before service, a 20% administrative fee may be added.

Cleaning Service Preparation

Please provide all necessary instructions (keys, alarms, door codes, pets) before the day of service. Share special requests during booking so the team can arrive prepared.

Please pick up clutter. We clean—we do not provide clutter cleanup or organization services.

Recurring Services

After the first-time cleaning, recurring service pricing is determined by:

• The verified square footage of your home, and
• Condition feedback from the team after the first visit

Pets & Animals

We love pets, but they don’t always love us. If your pet may become overly anxious, please make temporary arrangements (crate/kennel or secure space). You can leave pet instructions during booking. We are not responsible for pets during service.

Redos & Complaints

Any complaints regarding service must be reported within 24 to 48 hours of completion to be considered for a redo. Send reports to [email protected] with the customer’s name, address, contact info, date of service, and details.

Homes not properly maintained for an extended period may require management review before a redo is scheduled.

Lock Outs

A 50% fee of your total service will be assessed if our team arrives and is unable to access the premises.

Late Cancellations or/and Reschedules

You can cancel or pause anytime—there is no contract. Because we reserve time specifically for you, schedule changes must be made at least 48 hours before your service time to avoid a 50% fee.

Rescheduling within 48 hours also constitutes a cancellation.

Why do we have this policy?

This policy reimburses cleaning team members for blocking off their schedule for you. When you book, they do not accept other work during that time.

There are no penalties for canceling outside the 48-hour window.

Returned Credit Card Fee

A $50.00 fee will be assessed for all canceled and declined payments.

Schedule and Booking Changes

All schedule changes are handled directly through the office at [email protected] or by calling 615-290-5566. Please do not make schedule changes directly with the cleaning team.

Move In/Move Out fee

Move-In/Move-Out service pricing is calculated using your home’s square footage and includes the interior of the oven and refrigerator (when this service type is selected).

Post-construction jobs

Post-construction jobs require a custom quote and are not offered as standard online bookings. Please call 615-290-5566 to discuss.

Excessively dirty policy

If the residence is excessively dirty and cannot be completed in a reasonable amount of time, we will discuss options and additional fees may apply to ensure quality is never compromised.

Overwhelming jobs

We reserve the right to reject any job we consider overwhelming or outside reasonable scope without penalty.

Clutter Clean up

We do not offer clutter clean up or organization services. We reserve the right to reject jobs that fall into clutter cleanup or are overwhelming.

More than 6–12 months since your last professional cleaning service fee

If your home has not had a professional cleaning in an extended period (commonly 12 months or more) or is significantly dirtier than average, an additional fee may apply based on square footage to allow proper time and staffing.

Note: This may not apply to Move-In/Move-Out services depending on selected service type and scope.

Pictures of before and after work

For first-time and one-time customers, our quality inspection may include before/after photos for training, proof of performance, and quality standards. If you do not want photos taken, please notify us before service.

Trust & Safety

What is your 100% satisfaction guarantee policy?

100% Happiness Guaranteed. If you’re unhappy for any reason, let us know within 24–48 hours and we’ll address it according to our redo policy.

What if I’m not there to let the cleaning person in?

That’s okay. Leave detailed entry instructions during booking so we know how to access your home. Your home will be secured when the team leaves.

Do I have to be home while you clean?

You do not have to be home as long as we have proper directions for entering and exiting your home.

Will the same cleaner or maid show up for all my appointments?

If you’re happy with your team, we’ll do our best to send the same team. Please contact us with your request and we’ll accommodate when scheduling allows.

Are you insured and bonded?

Yes. We are insured and bonded. If an object is damaged, please notify us within 48 hours. We may request photos and proof of ownership and will review your claim promptly.

Are you a pet friendly maid service?

Yes. We are pet-friendly and our teams are trained to work around pets safely.

Can I trust Maid Cleaning Nashville cleaners?

Yes. Cleaners are trained, background checked, and we operate insured and bonded.

Something is damaged or missing

Please contact us with details within 48 hours. Include a description of what happened and any relevant photos. We may request documentation to process a claim.

Recurring Service

Do I get a discount if I’m a frequent customer?

Yes. Recurring customers receive discounts. Current discount options are shown during booking.

How often should Maid Cleaning Nashville clean my home or business?

Most customers schedule an initial deep cleaning followed by weekly, bi-weekly, or monthly service depending on lifestyle and preferences.

Cleaning Supplies

Do Maid Cleaning Nashville cleaners bring all necessary cleaning supplies to get the job done?

Yes. We bring the products and equipment needed to clean your home (including vacuum, mop, bucket, and step stool). If you want us to use a specific product, leave it out and let us know in advance.

What if I don’t have a mop or vacuum?

No problem. Our team brings the supplies needed to clean your home.

Do you bring green cleaning supplies?

Yes. We use eco-friendly cleaning products at no additional charge.

Billing

How much does it cost to clean my home?

Maid Cleaning Nashville pricing is based on the size of your home and the desired level of service. Please see current rates on our Book Now page.

What if I want a cleaner by the hour?

We do not offer hourly cleaning. Our service is flat-rate, designed to clean the whole home according to the selected scope and add-ons.

Is tip included?

Tipping is optional. Our staff is not permitted to solicit tips.

What method of payment do you accept?

We accept all major credit cards. We do not accept cash or personal checks. All services must be paid in advance. Payments are processed securely via Stripe.

If payment is not arranged before service, a 20% administrative fee may be added.

How do I change my billing information?

Log into the Customer Center using your portal credentials and update your billing information. Portal access details are included in your booking confirmation.