Privacy Policy
By booking a housekeeper through Nexa Maid, you agree to the Terms of Service outlined below. Nexa Maid operates as a cleaning referral agency, meaning we connect customers with independent cleaning professionals. The cleaners we refer are domestic workers who operate independently and are not employed by Nexa Maid.
We take pride in referring dependable, skilled, and hardworking cleaners. If you have questions about any part of these terms, feel free to contact us by phone or email — we’re always happy to clarify.
Pricing & Flat-Rate Quotes
All service prices are flat-rate estimates, based on the typical amount of time it takes to clean the majority of homes we service (about 95%). Most appointments finish within the expected cleaning window.
That said, certain homes may require additional labor due to factors such as excessive buildup, added rooms, special requests, or unique property conditions. Standard cleaning rates are based on a maximum timeframe using a one-person team as the baseline.
Satisfaction Commitment
We want every client to be happy with the outcome. If you’re not satisfied with any part of the Nexa Maid referral experience, we may be able to:
refer a different cleaner for future appointments, and/or
reach out to your cleaner to coordinate a reasonable resolution, including a potential complimentary re-clean when possible
If you are home during the cleaning and something is missed, we encourage you to let the cleaner know immediately — or contact us before the cleaner leaves so we can assist quickly.
Nexa Maid provides a 24-hour satisfaction period beginning at the time the cleaning is completed. Any concerns must be reported within this window so we can relay them to the referred cleaner.
Requests submitted outside of the 24-hour window may not be eligible for further action.
Nexa Maid is not liable for damages related to:
pre-existing wear, aging, or fragile items
improper installation or assembly
misuse of appliances or furniture
valuables left unsecured
For vacation rental hosts and property managers, Nexa Maid is not responsible for revenue loss, guest-related issues, or booking platform consequences. Our role is to provide referrals only.
Arrival Time Windows
For scheduling purposes, Nexa Maid uses estimated arrival windows (typically one hour), such as 8–9AM or 3–4PM. Timing may shift due to traffic, lockouts, cancellations, or prior appointments that run longer than expected.
If a cleaner is delayed, we’ll do our best to notify you with an updated ETA as soon as possible.
Heavy Lifting & Furniture Movement
Clients are welcome to request any reasonable cleaning tasks, but please understand:
Most domestic workers will not use tall ladders or move heavy furniture due to safety risks and potential damage to flooring or property.
If you want areas behind or underneath appliances or furniture cleaned (such as couches, refrigerators, ovens, or beds), please move those items beforehand so the cleaner can safely access the area.
Tips
Tipping is never required — but it’s always appreciated if you feel your cleaner did exceptional work.
Pets & Children
While cleaners will do their best to work carefully around pets and minors, the Customer is responsible for supervising and managing children or pets throughout the cleaning appointment.
Lockouts
A $30 lockout fee may apply if the cleaner arrives at the scheduled time but cannot enter the home due to missing instructions, incorrect access codes, or lack of access.
This fee helps cover the cleaner’s travel and the lost appointment time.
Late Cancellation Policy
Appointments cancelled within 24 hours of the scheduled start time may be charged a $30 late cancellation fee.
If Nexa Maid cancels or reschedules with insufficient notice, we may offer a discount toward a future referral service.
Quotes, Scope Changes & Adjustments
Pricing is calculated using the information provided by the Customer, including room count, property type, and cleaning type.
Any quote provided by Nexa Maid is based on experience and customer-supplied details, without on-site inspection.
If the cleaner arrives and determines the job is substantially different than described (example: extra rooms, heavy buildup, move-out scope, etc.), Nexa Maid or the referred cleaner may offer the Customer two choices:
approve an updated amount to complete the full service, or
proceed at the original quoted price with a reduced scope of work
Payment Requirements
Customers agree to pay the quoted amount and must have a valid payment method on file prior to the appointment unless otherwise agreed.
If payment cannot be processed or confirmed by the scheduled time, Nexa Maid may attempt to contact the Customer. If payment is not secured, the service may be cancelled.
Termination of Agreement
Customers may cancel this agreement by providing at least 24 hours notice before the scheduled appointment.
Nexa Maid reserves the right to terminate this agreement immediately if a Customer violates these Terms.
Customer Responsibilities & Safety Terms
The Customer agrees that:
the property is safe for cleaning services
the cleaner will have full access to requested areas
utilities such as electricity, water, and trash access will be provided
heavy items will be moved beforehand if requested areas require access
fragile or valuable items (cash, jewelry, art, sentimental belongings) will be secured in advance
the Customer has authority to request cleaning services at the Premises
Privacy Policy
The Customer acknowledges that any information provided to Nexa Maid may be used only for purposes related to scheduling, service coordination, communication, and referral support.
We do not sell personal data, and we do not share personally identifiable information with third parties for marketing or promotional use.
Nexa Maid takes reasonable measures to protect customer information from unauthorized access, misuse, alteration, or loss.
SMS / Text Messaging Privacy (Important)
Any phone number or text-message opt-in consent provided by the Customer will never be shared or sold to third parties.
Text-message opt-in information is used only for appointment-related communication such as scheduling, confirmation, updates, and support — and is handled in compliance with applicable regulations.