EZ Maids Terms of Service
These Terms of Service constitute a legally binding agreement (the “Agreement”) between you (customer) and Willoughby Inc., DBA as EZ Maids+, governing your use of the EZ Maids application, website, and technology platform (collectively, the “EZ Maids Platform”).
By entering into this Agreement, and/or by using or accessing the EZ Maids Platform you expressly acknowledge that you understand this agreement and accept all of its terms.
IF YOU DO NOT AGREE TO BE BOUND BY THE TERMS AND CONDITIONS OF THIS AGREEMENT, YOU MAY NOT USE OR ACCESS THE EZ Maids PLATFORM OR ANY OF THE SERVICES PROVIDED THROUGH THE EZ Maids PLATFORM.
Content:
- The EZ Maids platform
- Services
- Eligibility to use our services
- Rate, fees and our payment policy.
- Cancellation policy
- Damage / Misplaced Items
- Client responsibility prior to service
- Walkthrough responsibility
- Communication requirements
- Disputes & remedies
- Disclaimers
- Term & termination of this agreement
- Email & text privacy policy
- Modification of TOS policy
1. The EZ maids Platform
The EZ Maids Platform is a home services management & scheduling company. EZ Maids provides a seamless portal coordinating home services including house cleaning, window cleaning, carpet cleaning and much more.
As a user, you utilize our platform(app) to book services for residential locations including primary homes, vacation homes and vacation rentals.
The EZ Maids Platform uses features allowing for the user to view the vendor’s time spent at the location, including notifications for reminders, starts and stops; via text or email. Bookings (scheduling service) can be made through the app or by phone.
Through our smart phone app, appointments may be requested 24 hours a day and you may create as many service addresses as needed, all with one account.
2. Services
Services vary depending upon location. The app will show what services are available based on your zip code. Our office is also open 6 days a week.
Move In/ Move Out / Deep Cleanings: Move in and Move out cleaning require a walk through by the customer after completion by the owner or owner representative. This is required to assure proper work done prior to the vendor departing.
Once a walk through is completed and the vendor departs, the job is considered completed to the satisfaction of the customer. A refund or re-work of the job will not be offered free of charge if a walkthrough by the customer or representative is declined (by choice or circumstance). *For safety & insurance reasons, we do not move gas stoves in or out of its designated spot.
Residential Cleanings: On residential cleanings, we require the customer to be on site at the beginning of the first visit to ensure the vendor has full understanding of the work order and knowledge of the layout. We do our best to keep the same vendor assigned to service your property as long as you, the customer, are satisfied. The initial cleaning of any new property, we require a walkthrough by the customer onsite to assure EZ Maids is providing the services requested (Only required for the initial cleaning). This assures the work being done is satisfactory and nothing is being missed. A refund or re-work of the job will not be offered if the walkthrough by the customer or representative is declined (by choice or circumstance). In the event of a declined walkthrough and a re-work is needed, every effort to remedy this will take place on the following service date of any recurring service.
TIME Capped Services: For the time or budget conscience we offer what is called the time capped service. This allows the client to set the time in which services are rendered.
This is not defined as a time period in which ALL services will be completed.
We prioritize what the client requests, but depending on how large the job is, the scope of work and the details completed may be limited. The rate is for labor time only.
Vacation Rental Cleanings: Vacation rental cleanings are not eligible for any performance discount or refunds. No third party (guest) photographs or complaints will be accepted. Exceptions will be when proper photographs are not provided post cleaning and if the work is incomplete (example: bed linens not changed, laundry not completed).
Pictures will be provided at every cleaning through the app in real time.
Scope and Limitations of Work: Home services provided are limited to the overall policy of avoiding damage to the property. This could include difficult areas to clean, damaged windows or frames, or any other situation in which the attempt to complete the task in an area may cause damage or possibly do more harm than good. This may limit certain service jobs being completed.
Work Orders: Work orders and note information are to be communicated with the office prior to the technician arriving at the job site. This can be done through our text only number, through the app or through phone conversations with the office. The notes will show in your app job notes. If the job falls outside of business hours, they still need to be communicated through our text only number to ensure the proper instructions are given to the technician. We are available in the office Monday through Friday 9-5 and Saturdays 9:30-1. Sunday job instruction changes need to be communicated through the text number.
(Text Only: 833.223.2954) (Office: 833.486.9927)
3. Eligibility
The EZ Maids Platform may only be used by individuals who have the right and authority to enter into this agreement, are fully able and competent to satisfy the terms, conditions, and obligations herein. The EZ Maids Platform is not available to Users who have had their User account temporarily or permanently deactivated. You may not allow other person(s) to use your User Account, and you agree that you are the sole authorized user of your account. To use the EZ Maids Platform, each User shall create a User account. Each person may only create one User account, and EZ maids reserve the right to deactivate any additional or duplicate accounts. EZ Maids users must be at least 18 years old.
4. Charges & Fees
As a “User” you understand that charges apply for the services requested. The rates are listed through the app and may be changed at any time. Your rate will be confirmed in our welcome letter prior to services.
Users are invoiced and charged after services are rendered. Payment receipts are emailed to the primary user’s email account.
- Credit Card Authorization. Upon addition of a new payment method for each cleaning request, EZ Maids may seek authorization of your selected payment method to verify the card to be used, ensure the cleaning cost will be covered, and protect against unauthorized behavior. The authorization is not a charge however, it may reduce your available credit by the authorization amount until your bank’s next processing cycle. Should the amount of our authorization exceed the total funds on deposit in your account, you may be subject to overdraft of NSF charges by the bank issuing your debit or prepaid card. We cannot be held responsible for bank charges (future fees) and are unable to assist you in recovering them from your issuing bank. The user agrees that the payment method entered is valid and transactional upon scheduling services.
- Payment Declines. If the card on file declines, this may result in a $25 penalty fee(per day) at the office management’s discretion, The accumulated penalty shall not exceed the original invoice amount. All services are billed the following morning at 9am PST. The user agrees to enter a valid and transactional payment method when scheduling service (also listed above)
- Travel Time: EZ Maids does not charge for travel time. We do however, ask the vendors to clock in before unloading their car as that is considered part of the service. The vendors may also click “pause” if they take a break, this is time that we do not charge for. Finally they click “complete” when the car is packed up before they leave. Customers receive push notifications at each step as well as a locator map showing where the vendors are at any point prior to completion.
5. Cancellation Policy
Cancellations may be made up to 24 hours at no cost to the user. Cancellations made under 24 hours or the same day will be subject to a cancellation fee of $99.
Cancellations on a non working day (Sundays & Holidays) will be considered a same day cancellation and incur a $99 cancellation fee. (Example: Calling to cancel a Monday appointment on a Sunday is considered same day)
Cancellation requests placed after office hours for the following day are considered same day cancellation and will incur a $99 cancellation fee.
6. Damage or Misplaced Item Policy
Damage or Missing Item Claims: Any damage or missing items presumed to be caused by the vendor must be reported within 24 hours of service. This is to ensure damage or missing items are not claimed after too much time has passed.
We do our best to remedy any situation when reported promptly and inspected in a timely manner.
Damaged or misplaced items are the responsibility of the vendor who performed the services and claims are first mediated by our office. Ultimately the responsibility falls on the vendor.
“EZ Maids” is not responsible for damage, misplaced items or problems incurred from faulty electrical or plumbing issues.
EZ Maids performs background checks on a regular basis for all of our vendors.
If a vendor agrees to work outside the scope of work on the original request, that request, if accepted, is an agreement outside of EZ Maids+ responsibility or purview. (Example: you schedule a carpet cleaning and request that the vendor help move items not related to the carpet cleaning, if the vendor agrees and damage occurs this would be outside the original scope of work and constitutes an agreement between the client and the vendor)
7. Client Responsibility
Pre-Cleaning Preparation: In preparation for any type of cleaning, items should be cleared of any surfaces to be cleaned, excess clutter, dirty dishes, garbage or furniture may interfere with the proper cleaning of floors and also interfere with having access to certain areas to be cleaned. At our discretion, if the home is not prepped properly we will cancel the service request until the home can be made ready. Valuables should be in a safe area inaccessible by the vendors to prevent misplacement and items being accidentally discarded.
Water & Electricity: It is the clients responsibility to ensure the vendors have access to electricity & water during the service. Failure to have these functions will result in a $99 fee.
Inappropriate language or behavior visible or directed towards any vendor or office staff will void any service agreement. We reserve the right to refuse or cancel services for the safety of our vendors.
Lock Box or Incorrect Entry Code. EZ Maids offers lock boxes free of charge for your convenience. Users may also have alternative entry methods for the service locations as well. If entry codes or lock box locations are not accurately detailed in the work order and this action prohibits the vendor from accessing the property, there will be a “No Entry Booking fee”. This fee is $99.
(Example: User states in work order that lockbox is located on entry gate and code is 1234, vendor arrives, finds the lock box but the code is NOT working correctly. A picture of the code entered on the lock box will be taken and a “no entry booking” fee will be billed.)
Parking: Parking access close to the work location is required. Equipment and supplies are being transported to the work area and if there is no parking provided close to the work site, service will be terminated.
Any fees imposed are predicated on the customer receiving the proper notifications. The EZ Maids software has indicators on properly sent and received reminders and notifications.
8. Walkthrough Responsibility
Customer Walkthrough Responsibility: Customers or a person trusted by the customer are responsible for completing a walkthrough upon completion of any first time cleaning. The location of items such as garbage cans, locations of certain rooms as well as having redundancies in place to make sure the work is completed to the customers satisfaction are just some of the reasons we make this a required step. This also eliminates the expense of travel for any rework, allowing us to keep our cost to a minimum. If you or your representative is not available for a walkthrough at the end of the cleaning we DO NOT offer re-work and we DO NOT offer discounts if something is missed.
9. Communication Requirements
Email Communication: Details are confirmed via email with links to our terms of service and company policies. These emails offer the option to “Unsubscribe”.
Unsubscribing DOES NOT change the terms and policies we set forth.
Phone Communication: Phone and text communication methods are provided through the welcome letter. Disabled phones or unread email do not change our terms and policies.
If communication with the client is not possible and there are questions regarding the service, the decision on changes fall upon the office in good faith after multiple attempts and multiple methods of communicating have been exhausted.
10. Disputes & Remedies
Disputes & Remedy
Disagreements regarding charges and performance in most cases can be resolved in an amicable and reasonable fashion. EZ Maids does reserve the right to use a licensed collection agency and/or mechanics lien in cases where an agreement cannot be worked out. EZ Maids also reports to the 3 major credit bureaus.
11. Disclaimers
The following disclaimers are made on behalf of Willoughby Inc., our affiliates, subsidiaries, parents, successors and assigns, and each of our respective officers, directors, employees, agents, and shareholders.
EZ Maids utilizes its proprietary software and smart phone apps to schedule different types of services with employees and vendors of EZ Maids.
Employees and vendors are all screened and background checked prior to having access to the EZ maids Platform.
You are responsible for the use of your User account and EZ Maids expressly disclaims any liability arising from the unauthorized use of your User account. Should you suspect that any unauthorized party may be using your User account or you suspect any other breach of security, you agree to notify us immediately.
We are not responsible for the use of any personal information that you disclose to other Users or vendors on the EZ Maids Platform. Please carefully select the type of information that you post on the EZ Platform or through the review service. We disclaim all liability, regardless of the form of action, for the acts or omissions of other Users (including unauthorized users, or “hackers”).
12. Term & Termination
This Agreement is effective upon your creation of a User account or accepting services from EZ Maids or its subsidiaries. This Agreement may be terminated without cause by either party. In addition, EZ Maids may terminate this Agreement or deactivate your User account immediately in the event: (1) you are not acting in good faith based on these terms. (2) EZ Maids has the good faith belief that such action is necessary to protect the safety of the EZ Maids community or third parties. For all other breaches of this Agreement, you will be provided notice and an opportunity to cure the breach. If the breach is cured in a timely manner and to EZ Maids satisfaction, this Agreement will not be permanently terminated. Specifically utilizing a vendor acquired by the use of the EZ Maids platform but not through the EZ Maids platform will be a gross violation of this agreement and will result in permanent deactivation of your account.
13. Emails & Text privacy policy
By providing your email & phone number, you agree to our use of this information in promotional as well as reminder notifications in the form of emails, text and push notifications through our app. These may be disabled by you, the customer, at any time by unsubscribing on the email or text or disabling notifications on the app. Your information will not be sold to any third parties for any reason.
14. Modification of Terms of Service
EZ Maids reserves the right to modify the terms and conditions of this agreement, these changes are binding on you, the user, only upon proper notification of the modified agreement.
“Proper Notification” shall be defined as email and text notification to the primary contact under the customer information form.