We treat your home like our own. But accidents happen. This policy covers what's protected, how to report damage, and what's not covered.
Insurance Coverage
MaidWave LLC carries:
- General Liability Insurance for property damage and bodily injury
- Bonding protecting against employee dishonesty
- Workers' Compensation for our team members
Insurance certificates available on request.
What's Covered
Our insurance covers damage caused directly by our team during cleaning, including:
- Items broken during cleaning (e.g., a vase knocked off a shelf)
- Surfaces damaged by improper cleaning method (e.g., wrong product on a delicate surface, when not pre-disclosed)
- Property damage caused by team members
Liability Cap
MaidWave's direct liability for damage is capped at $200 per incident. Damages above $200 are submitted to our insurance carrier. Insurance claims may take 30-90 days to resolve based on carrier policies.
Why a cap? The $200 direct liability ensures we resolve smaller issues quickly without insurance bureaucracy. For larger claims, we route through insurance, which has dedicated adjusters and proper claims processes.
What's NOT Covered
- Pre-existing damage: Items already broken, scratched, or worn before we arrived
- Items not pre-disclosed: Antiques, valuables, fragile items worth more than $500 that you didn't tell us about
- Loose or improperly mounted items: Wobbly shelves, unstable picture frames, fixtures held by old screws
- Wear and tear: Normal cleaning eventually wears down some surfaces (this is expected, not damage)
- Items requiring professional restoration: Antique furniture finishes, hand-painted surfaces, art conservation
- Damage from customer's own products: If you ask us to use a product that damages a surface, that's not our liability
- Acts of nature: Earthquakes, fires, water main breaks during service
- Items broken by pets: Even if our team's presence triggered the pet
Items We Recommend You Move or Disclose
To prevent damage, please:
- Move or pre-disclose antiques and valuables over $500 in value
- Mention delicate or specialized surfaces (marble, granite sealing, leather, antique wood)
- Secure collectibles, awards, and irreplaceable items in a locked room or have them removed
- Inform us about broken items, loose handles, or unstable fixtures before service
How to Report Damage
Report damage within 24 hours of service via:
Include in your report:
- Date and time of service
- Photos of damaged item (multiple angles)
- Description of damage and how it was discovered
- Estimate of value or repair cost (with receipts/appraisals if available)
Resolution Timeline
- Within 24 hours: We acknowledge receipt of your claim
- Within 7 days: We complete our internal investigation (interviewing team, reviewing job notes)
- Within 14 days: We respond with our determination — covered, not covered, or routed to insurance
- Insurance claims: Resolved per carrier timeline (typically 30-90 days)
Why 24-Hour Reporting Matters
Reports older than 24 hours are difficult to verify. We can't know if damage happened during our service or after. Strict reporting protects both customers (faster resolution) and our team (against false claims).
Disputes
If we determine damage isn't covered and you disagree, you may:
- Request a second review by submitting additional documentation
- Submit a claim directly to our insurance carrier (we'll provide contact info)
- Pursue mediation per our Terms of Service