Upfront and fair is how we do business. See below for answers to our most common policy questions:
- Cancellations, Lock-outs, and Rescheduling
- Payments and Gratuities
- Breakage, Loss, and Theft
Codes, Alarms, and Keys
Sometimes when new clients start service, they believe they will always be available on the service day. Our experience has shown that this is not always the case, especially when things change, so we recommend giving your Moxie Girl a way to enter your home when you are not there. The method of home entry is entirely up to the clients choosing (i.e. house key, garage code, etc.). It is fine if you want to let the Moxie Girl into your home every service visit, however, please keep in mind our cancellation and lock-out policy shown below.
If you are planning to give us a key to your home rest assured that we take care of it. If you discontinue service with Moxie Girl, we will safely return the keys to you. If there is an alarm in the home we recommend that Moxie Girl be assigned our own code to disarm the system, not your primary code. Clients trying to remember to leave alarms off on service days has occasionally backfired with Moxie Girl entering your home to a siren and law enforcement officials showing up. Giving us our own alarm code will allow you to know who entered your home, and change the code if you discontinue service.
CANCELLATIONS, LOCK-OUTS, AND RESCHEDULING
Cancellations and Lock-outs
Moxie Girl is a travelling service coming to your home. Because of that our scheduling is pretty important for our business. We understand things come up at the last minute (i.e. Junior catches a sniffle, the dog just ate your cat, etc.) that cause chaos and panic and we would like to accommodate your needs as much as possible.
The only time you will be charged a cancellation fee is if you cancel your appointment within 24 hours before the scheduled service time or if we are locked out of your house at the time of your appointment. Giving us at least 24 hours notice for a cancelled appointment allows us to shift our team around to avoid scheduling gaps and lost service to other clients we serve.
If you need to reschedule your appointment for any reason, please contact the office at 602-633-4475 as soon as you can. We will do our best to accommodate your request, and will often give you a few new appointment times to choose from. During our busier seasons, available spots may be limited, but we will do everything we can to help.
Once you have a confirmed appointment, you will receive an appointment reminder 3 days before your scheduled visit. This reminder will have a start time for your visit. This is not an arrival window, rather the actual time we expect to arrive at your home. If for some reason we are delayed (ex – an earlier appointment went a little longer than expected, traffic was horrible, etc), we will give you a call to let you know our new estimated arrival time. Please keep in mind that we encourage our team to drive safely, so they will call as soon as they are able to do so. If you have not heard from your team member within 20 minutes of your scheduled arrival time, please give us a call at the office so we can make sure she is safe and enroute.
Work from home? That’s not a problem for us! We will greet you with a smile, then leave you to your business while we clean other areas of the home. If you have a conference call or need a quiet house, please let us know and we can postpone vacuuming until it’s more convenient for you.
Client Provided Supplies
For sanitary reasons, we ask that clients provide their own vacuums, mops, and toilet brushes. If you think about it, those things can carry some pretty nasty things. We don’t want to share someone else’s germs and critters with your home, so please make sure those items are in good working order.
In the market for a new vacuum or mop? Look here for our product recommendations.
Because our service involves real human beings helping other real human beings, we understand that things come up and things happen. Our goal is to have you working with the same assistant service day after service day, but sometimes this is not possible. People move, get sick, go on vacation, etc. etc. and because of this we reserve the right to change the assistant in your home. We will do our best to communicate any change in staff as far in advance as possible.
Service Changes and Additional Charges
We understand that your needs may change from time to time. If your home requires extra attention during a visit (abnormal home conditions, additional services requested, etc.) your service duration and price may be affected. Our general rule is any service changes taking longer than 15 minutes to complete (beyond the originally scheduled service) may require additional service fees. Additional time may be added to your schedule at the rate of $35/hour, billed in 15 minute increments.
All questions concerning service, schedule, or any other item affecting your account should be directed to the Moxie Girl office at 602-633-4475 or firstname.lastname@example.org. This helps ensure our clients, your Moxie Girl, and our office are all on the same page.
PAYMENTS AND GRATUITIES
Moxie Girl requires a $50 deposit to hold an appointment. This deposit gets applied to the balance of the first visit, and can be paid through credit, debit, or eCheck. For all clients, Moxie Girl keeps a credit card or debit information on file. We bill at the end of each week for any services received from Sunday to Saturday. Any reimbursements for errands will be billed at the end of the month.
Gratuities and Gifts
Gratuity is never required from our clients, but is always appreciated by the Moxie Girls. If you would like to give your Moxie Girl a gratuity, please leave it marked with her name (or “Moxie Girl”) so she is aware that it is for her.
If you would like to add a gratuity to your Moxie Girl bill, please contact the office and we can run the gratuity on your card on file.
BREAKAGE, LOSS, AND THEFT
We would like to say that nothing ever breaks when we are in homes, but accidents do happen on occasion. If something is broken during your visit, you can expect to be told by your Moxie Girl. If it is our fault that the item was broken (we bumped it, dropped it, etc), we will offer to replace or repair it. If you find something was damaged during a visit, please contact the office immediately so we can investigate and resolve the situation asap.
Loss and Theft
If you ever find that something is missing from your home after a Moxie Girl visit, please first contact the team member who serviced your home. There’s a good chance she remembers seeing it or putting it somewhere safe.
If you have reason to believe something was taken from your home, please contact our office immediately.