Help Page
Need help? Click here to email us – For urgent issues, we aim to respond within minutes.
You can also write to us at Attn: Customer Service, Rite Touch Maids. 485 Buford Dr, Lawrenceville, Georgia, 30046
Getting Started
How do I create a Rite Touch Maids Account? Expand Do you service my area? ExpandIf you’re within a 25 miles radius area from us, absolutely. We currently service:
- Alpharetta GA
- Berkeley Lake GA
- Buford GA
- Dacula GA
- Duluth GA
- Grayson GA
- John’s Creek GA
- Lawrenceville GA
- Lilburn GA
- Norcross GA
- Peachtree Corners GA
- Snellville GA
- Stone Mountain GA
- Sugar Hill GA
- Suwanee GA
We send 2 to 3 professional team members to your home to complete your cleaning! Standard cleaning takes into account everything that involves cleaning a home or apartment. Cleaning/vacuuming floors, high and low dusting, cleaning bathrooms, bedrooms, kitchen, living room, etc.
How much will my cleaning cost? ExpandWe price based on the number of bedrooms and bathrooms in the home. Select the number of bedrooms and bathrooms you need to be cleaned and the price is shown instantly on the website.
Do you bring your own cleaning supplies? ExpandWe bring our own cleaning supplies and equipment’s but please let us know if you have any special requests and we would be happy to accommodate you if possible. Alternatively, we can use your products if you would prefer.
Can I request special tasks or extras? ExpandYES, you can! Simply respond to your confirmation email or log into your account and add any comments/tasks/extras you would like to be applied to your service or just give us a call during office hours (770) 910-7185 and we will be happy to add them to your list.
Manage Your Account
How do I log into my account? ExpandYou can log into your account by simply clicking “Log In” in the top menu.
How do I change my password? Expand How do I reset my password? Expand How do I change my address? Expand How do I change my credit card? ExpandLog into your account and update your card on file. Your new card will automatically be noted as your default card.
How do I book my first appointment? ExpandPricing & Policies
How can I view my Rite Touch Maids gift cards? ExpandLog into your account at https://ritetouchmaids.launch27.com/login and you will see any outstanding gift cards and respective balances. In addition, you can see any referral rewards you have earned for referring a friend.
Can I apply a coupon to an existing appointment? ExpandYou can apply a coupon to a future appointment by logging into your account and clicking your name in the top right-hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that is already completed
How to redeem bought vouchers? ExpandIn most cases, you can enter your coupon code directly on the booking form. If you have any issues, please contact us and let us know.
Why is the discount not working? ExpandSome discounts are for first-time customers only and some are for recurring customers only. In addition, some discounts are only one-time, and will not work for future service. There might be a couple of reasons why a specific discount code no longer works. Please get in touch with us if you have any questions.
Rates and Rate Changes ExpandRTM simply charges a flat rate for all cleanings. But we do charge an hourly rate of $40.00 an hour per team member for much larger homes and jobs. We reserve the right to re-evaluate the rates at any time to allow for business-related costs such as gas and travel time increases and other cost increases. You will be notified of any rate changes 14 days in advance.
Payments ExpandA valid credit card/debit card must be on file in order to schedule services. We accept payment via credit cards or debit cards with visa, master card, discover, and American express. We keep this card on file in conjunction with your payment, nonentry, and cancellation policies.
We no longer accept cash or checks as payments for services to protect our team members from being robbed. We appreciate your understanding and cooperation in keeping our team members safe.
PLEASE NOTE: We place a hold on the card you have on file with us, 24 hours prior to your cleaning appointment and charge your card after your cleaning has been completed.
Tips ExpandTipping is neither required nor expected. BUT if you do choose to leave a tip, please make it clear that it is such and leave it in an envelope marked “Team Members Tip”. Our team members is not allowed to take any money that would not be clearly marked as a tip
Trust & Safety
Can I trust my cleaning professional? ExpandWe take your safety seriously. All of our team members are insured and bonded. Team members must undergo a thorough one on one in-person interview and must pass a nationwide detailed background check before they can work as a Rite Touch Maids certified cleaner.
What happens if something goes wrong during my appointment? ExpandIf something goes wrong we’re here to make it right. Please let us know right away within 24 hours and we’ll be there to take care of it. That’s our promise to you!
Is my billing information kept safe and secure? ExpandWe have three levels of security in place.
- First off our booking page is protected by extended validation SSL.
- Secondly, our booking form has its own layer of 256-bit security.
- Third, credit card transactions are processed by Stripe and are layered on their own 256 security protocol. In addition, no credit card numbers are stored in our system (only a token that allows us to charge the card). Rest assured we take security very very seriously.
Yes, they do NON EXCEPTIONS. We run a detailed nationwide background check on all applicants as the last step in our pre-screening process.
What is your 100% satisfaction guarantee policy? ExpandIf you’re not happy with your service, we will send a team out to re-clean for free to make it right by letting us know within 24 hours.
Team Members Safety ExpandFor safety reasons, we do not move anything heavy or in excessive amounts. If you wish us to clean behind anything heavy such as a couch, refrigerator, or moving boxes please move it prior to service to allow us access to that area. Wherever windows, furniture, or fans are affected we do what is within reach with a two to three-step ladder. For our safety and the safety of all our clients, please notify us by telephone at least 24 hours prior to scheduled service of any infectious diseases or any pest infestation that occur in your household.
RTM reserves the right to cancel and reschedule in such circumstances. If we are not notified of such a situation, you will be charged for the time spent in your home. For our safety, all firearms in a client’s home must be stored and locked.
Others
Why is Rite Touch Maids so awesome? ExpandBecause you’re awesome! And birds of a feather, flock together! : -)
Do I Have To Be Home When The Cleaning Team Cleans? ExpandNo, but you are welcome to. Actually, most of our clients are not home when we clean. However, access to your home will be needed when we arrive if a key or code was not issued to us. If we are locked out, you will incur a lockout fee of $70.00 if we are at your door and no access is granted after a grace period of 15 minutes.
If a key will be hidden outside of the home or property in a location of your choosing. A release of liability form will need to be signed releasing RTMG from any and all liability.
Dishes ExpandYES, we do hand wash dishes but we DO NOT put them away because we want you to be able to find them & everyone arranges a kitchen differently. If there are dishes in the sink we will wash them by hand or pack them up in the dishwasher.
PLEASE NOTE: Excessive dishes in the sink will incur an additional charge of $15 if we have to hand wash.
Quality Control ExpandOur quality control system is interactive and dependent upon your feedback and communication good or bad to function. We need your input on the overall experience and quality you are receiving so that we may address any issues that are important to you.
Usually changing services will not eliminate a problem since we are all in the “human” business. We at RTM want to be sure that you are consistently happy with our service, so please notify us within 24 hours of your cleaning if you are displeased with the quality of service so that we can return to correct the situation in a timely manner without additional charge.
We are unable to issue refunds for any services performed. Our team members take great pride in the work they do and also want to be informed when you are disappointed with a service. Please use our Quality Score sheet system each and every time your home is cleaned. Those feedback sheets are key to ongoing communication with your team members and office staff.
Non-Entry Policy ExpandOur customers are responsible for providing RTM with access to the home or property. If our team members cannot access the home or property on the day of service a grace period of 15 minutes will be given,
After the grace period of 15 minutes is over and still no access to home or property a lockout fee will be applied as follows.Recurring House Cleaning: $95 will apply for the lock-out fee.
One Time House Cleaning: 3 hours charge will apply for the lock-out fee.
PLEASE NOTE: Do not inform the team members of any changes in your schedule, it must be done through our office by calling (770) 910-7185, Email us here. OR Log into your account here If you call or email after business hours leading to less than 24 hours charges will be applied.
Cancellation/Rescheduling Policy ExpandWe understand that an unforeseen event may occur which will create a need to cancel your scheduled cleaning appointment. If for any reason, you need to change your scheduled appointment, RTM allows you up until 5:00 P.M before the day of your scheduled cleaning to cancel OR reschedule. We reserve your cleaning for your home, a sudden change of cancellation/rescheduling after 5:00 P.M cut-off time leaves our team members with no work for the day. Charges will apply after cut of time as follows:
Recurring House Cleaning: $70.00 charge will apply for late cancellation and reschedulingOne Time House Cleaning: $70.00 charge will apply for late cancellation and rescheduling
PLEASE NOTE: Do not inform the team members of any changes in your schedule, it must be done through our office by calling (770) 910-7185, Email us here, OR Log into your account at https://ritetouchmaids.launch27.com/login.
Recurring clients are allowed 1 FREE last-minute cancellation a year without imposing the Full charge.If team members are at your doorstep or on route to your home we will charge: Recurring House Cleaning: $95 will apply for the lock-out fee.
One Time House Cleaning: 3 hours charge will apply for the lock-out fee. Keys and Access To Your Home Expand RTM team members must be able to access your home on the scheduled day. You have four choices to pick from:
Our most convenient/popular choice is to leave a key with us at our office and we’ll keep it in our key safe labeled with a unique client ID. OR you can purchase a real estate lockbox for your home and provide BTC with the passcode. These boxes can be purchased through your local hardware store (Lowe’s, Home Depot, Etc.)
If you choose to leave your key at a designated place at your home, the door unlocked, key in an unsecured place leave a key with a neighbor for the cleaners to gain entry, you release Brite Touch Cleaning from all liability that arises from damage made before or after the cleaners leave the premises. You understand that you will be responsible for any damages that are caused before/after your scheduled cleaning.
You may meet the cleaner to provide access by being home on your day of cleaning. Because we cannot give an exact time, you must be home during their specific time frame to let the cleaning team in/out of the home. If no one is home when the cleaners arrive, a LOCKOUT fee will be charged.
You can also give us the code for the alarm system of your garage door OR front door
Breakage / Damage ExpandThe nature of our job requires us to touch items in your home and we realize accidents do happen. If you feel there are items in your home that are delicate and you would like us to avoid them, please let us know at the time of your booking.
Should you find damages that were incurred during your scheduled service, please notify our office within 48 hours, and we will be happy to take care of it. We cannot guarantee replacement or reimbursement after 48 hours.
In the case of breakage /damage, your cleaning team member will leave a note and/or notify you also by email and phone.
Items of extreme value (monetary or sentimental) should be dusted or cleaned by the customer. Please note that antiques, irreplaceable one-of-a-kind, and hard-to-find items are not covered by our breakage and loss policy. We suggest that such items be moved to a safe location on the day of your cleaning. We cannot be responsible for the breakage of items that are unstable or in an unstable environment. All surfaces are assumed sealed and ready to be cleaned without causing harm.
Computer/Electrical Wires ExpandAs we aim to handle all items in your home with care we know that computer wires, cables, and cords can be delicate. Our in-depth cleanings require that we may have to lift or slightly move these items as dust accumulates heavily in these areas.
Please notify us if these wires, cables, and cords can disconnect your computer system. If so we will ask your team member to skip these areas.
Pets ExpandWe are a pet-friendly company and will be happy to take special care in making your pet feel comfortable during your service. Please advise us of any special instructions regarding their care and safety while we are in your home. We do, however, need to make sure that the safety of our employees and staff is addressed.
If you have aggressive pets, please secure them during your service. Please make sure, however, that we still can access all necessary rooms in order to do the scheduled work. We do not clean animal or human feces, urine, vomit, or other biohazards. This includes feline litter boxes and dog kennels.
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