Terms and conditions for Lily Maids NYC house cleaning service

Service Policies & Framework

Residential Cleaning Agreements & Standards

By accessing our booking platform, you agree to follow the terms and conditions outlined below. These guidelines represent a formal agreement between the property owner or resident and Lily Maids. We want to make sure you recieve the best care, and clear guidelines help us maintain high standards across Manhattan, Brooklyn, and Queens.

1. Scope of Residential Cleaning Services

Our domestic support options include standard basic cleaning, deep cleaning, and move in and move out cleaning. We provide residential cleaning plans tailored to city living. Standard cleaning targets normal maintenance tasks, including dusting surfaces, mopping hard floors, vacuuming rugs, wiping kitchen exteriors, and sanitizing bathrooms. Deep cleaning addresses embedded grease, dust accumulation behind furniture, baseboards, and oven interiors.

Our housekeeping service does not handle mold remediation, biological hazard removal, hoarding cleanups, or restoration tasks. If a property requires specialized tools outside our standard supplies, we reserves the right to adjust the booking or decline service. We want to help you maintain a healthy home, and following indoor air quality guidelines from organizations like the American Lung Association is a core part of how we approach dust removal.

2. Booking Windows & Entry Logistics

Clients can schedule sessions online or through our customer service department. Same day cleaning service requests depend on dispatcher availability. If you require urgent scheduling, please call us to verify if a team is in your neighborhood. To ensure your appointment goes smoothly, please provide accurate access details. For doorman buildings, verify that the front desk is authorized to release keys to our cleaners. For walk-ups, coordinate entry codes in advance.

If our team members arrive and the the property is inaccessible, a lock-out fee will be applied. We try our best to accommodate your schedule, but late entry limits our cleaning window. Our teams require a safe working environment. If a home lacks electricity, running water, or climate control, the cleaner may leave, and standard cancel fees will apply. Refer to our guide on preparing for your cleaning to ensure a smooth transition on service day.

3. Cancellation and Rescheduling Policy

We schedule cleanings days in advance to secure our vetted professionals. If you decide to cancel cancel your plan or change appointment times, we require twenty-four hours notice. Cancellations made within twenty-four hours of the scheduled visit incur a fee to compensate the cleaners for their reserved time. If you run a short-term rental and rely on turnover cleaning service, consistent scheduling is important to keep your calendar active.

For recurring cleaning accounts, skipping multiple visits without notice may lead to rate changes. Consistent maintenance keeps rates low because the home requires less effort per visit. If you cancel recurring plans, discounts applied to previous visits are not retroactively charged, but subsequent visits revert to standard one-time pricing. For detailed guidelines, view our official cancellation and rescheduling policy page.