Working with M&T Exclusive Empire: Our Service Standards

Facility & Property Access (Commercial & Residential)

Our team takes security seriously. Clients are responsible for providing all necessary access keys, security codes, gate codes, lockbox codes, or fobs required to enter the property during scheduled service windows. We maintain strict security protocols for all access materials provided to us and require a minimum of 48 hours' notice for any permanent changes to locks or security codes.

A mandatory $75.00 Lockout Fee applies if our crew cannot gain access to a facility or residence during the scheduled service window.

For residential and short-term rental properties, our team will attempt to contact the client upon arrival if access cannot be obtained. The client will have up to 30 minutes from the crew's arrival to provide access. If access is not provided within that time, the appointment will be treated as a lockout and the $75.00 Lockout Fee will apply.

After a lockout, the client may request to reschedule the cleaning. The rescheduled appointment must be arranged within 24 hours of the lockout. Failure to reschedule within that period may result in forfeiture of the appointment payment, subject to the applicable cancellation policy.

For short-term rental properties, the same access requirements apply to supply closets, owner closets, locked storage areas, and other spaces necessary to complete the booked scope of service. If required consumables are inaccessible and M&T Exclusive Empire must supply them, the client will be responsible for the applicable market cost plus a 50% procurement fee.

Consumables & Restocking (Commercial Cleanings Only)

To ensure your commercial facility is always stocked with the products your team prefers, the Client provides all restroom and breakroom consumables (e.g., paper towels, toilet tissue, soap, trash liners). Our team will professionally replenish and stock these items during every service visit, provided an on-site inventory is available. If stock depletion forces M&T Exclusive Empire to supply these items on your behalf, they will be billed at direct cost plus a 50% administrative procurement fee. If notice was given 72 hours prior to scheduled service requesting restock of consumables, they will be billed at direct cost plus a 20% administration procurement fee. For residential cleanings, M&T Exclusive Empire provides the professional-grade supplies and equipment necessary to complete the booked service.

Scope of Services & Custom Requests

Commercial Cleanings Only:

We offer comprehensive commercial cleaning and support. Our core commercial services include vacuuming, mopping, trash removal, dusting, and sanitization of high-touch surfaces.

Residential & Short-Term Rental Cleanings:

Residential and short-term rental cleaning services include top-to-bottom dusting, kitchen sanitization, bathroom cleaning and disinfection, and thorough floor care. Custom tasks or special focus areas may be requested during booking through the additional inquiry or add-on options. Certain specialized tasks may carry an additional charge and may be invoiced separately.

Specialized Projects:

For post-construction cleaning, including all three phases, or specialized facility projects, we are happy to provide a custom quote.Please note that M&T Exclusive Empire does not perform deep carpet extraction for short-term rental properties. Please contact our office to request a specialized service addendum or custom quote.

Residential Cancellation & Rescheduling Policy

A minimum of 24 hours' notice is required to cancel or reschedule a residential or short-term rental cleaning appointment.

Cancellations Made 24 Hours or More Before Service:

Cancellations received at least 24 hours before the scheduled appointment are eligible for a full refund of the amount paid for that appointment.

Cancellations Made Less Than 24 Hours Before Service:

Cancellations received less than 24 hours before the scheduled appointment are subject to a 50% cancellation charge. The remaining 50% of the amount paid will be refunded.

Same-Day Cancellation:

Same-day cancellations are considered cancellations made less than 24 hours before the scheduled appointment and are subject to the 50% cancellation charge described above.

Rescheduling:

Clients may request to reschedule their cleaning at least 24 hours before the scheduled appointment without a rescheduling fee. Rescheduling requests made less than 24 hours before the appointment may be subject to a $25 rescheduling fee.All cancellation and rescheduling requests must be submitted through the designated M&T Exclusive Empire contact method.

Arrival Windows:

Residential and short-term rental appointments are scheduled according to the date and time selected during booking.Our team may arrive up to 30 minutes before or up to 30 minutes after the scheduled appointment time due to travel, traffic, service conditions, or the completion of a prior appointment.If our team expects to arrive more than 30 minutes before or after the scheduled time, the client will be notified when reasonably possible.

Property Condition & Additional Cleaning Requirements (Residential & Short-Term Rental)

Clients are responsible for providing reasonable access to a safe and serviceable property. Excessive clutter, heavy buildup, excessive trash or debris, hazardous materials, biohazards, excessive pet waste, pest infestations, or conditions requiring specialized cleaning may require additional fees, additional time, rescheduling, or refusal of service.If the condition of the property substantially exceeds the scope of the service booked, M&T Exclusive Empire reserves the right to provide an updated quote or service adjustment before proceeding with work beyond the original scope.

Damage, Fragile & Valuable Items

Clients are responsible for identifying fragile, delicate, valuable, or specialty items before service begins. M&T Exclusive Empire is not responsible for damage to items that are improperly installed, unstable, defective, already damaged, or unusually fragile. Clients should secure or remove valuable, fragile, or sensitive items before the cleaning appointment. M&T Exclusive Empire will make reasonable efforts to protect the property and its contents while performing the contracted services.

Recurring Residential & Short-Term Rental Services

Recurring cleaning services are available on a weekly or bi-weekly basis.

Weekly Cleaning:

Weekly cleaning means service is scheduled approximately once every seven days.

Bi-Weekly Cleaning:

Bi-weekly cleaning means service is scheduled approximately once every fourteen days.Recurring service schedules are established separately after the initial appointment is booked. Clients will receive a separate communication confirming their recurring cleaning day and time.

Changing a Recurring Service Date:

Clients may request a change to their recurring cleaning date by contacting: Marisa.smith@mtexclusivempire.com . Changes requested at least 24 hours before the scheduled recurring appointment may be made without a rescheduling fee, subject to availability. Changes requested less than 24 hours before the scheduled appointment are subject to a $25 rescheduling fee.

Cancelling Recurring Service:

Clients who wish to discontinue recurring cleaning services must submit their cancellation request through the designated M&T Exclusive Empire contact method. Cancellation of a recurring service does not automatically cancel an appointment that is already within the applicable 24-hour cancellation window. Appointments cancelled less than 24 hours before service remain subject to the applicable cancellation policy. Any refund for an appointment that has already been paid for will be issued according to the applicable cancellation policy.

Satisfaction & Service Corrections

M&T Exclusive Empire is committed to providing quality service. Clients have 24 hours after the completion of their cleaning to report a service issue or concern. Clients must provide reasonable details regarding the area or service in question and allow M&T Exclusive Empire an opportunity to inspect and correct the reported issue when appropriate. Before-and-after photographs may be taken as part of our standard quality-control and service documentation.

Photography & Marketing

M&T Exclusive Empire may photograph cleaned areas for quality-control and documentation purposes. Marketing, advertising, website, and social media use of before-and-after photographs requires separate client permission. Clients may decline marketing photo consent without affecting their ability to book or receive cleaning services. M&T Exclusive Empire will make reasonable efforts to avoid photographing people, personal documents, identifying information, or other private materials.

Communication & Non-Standard Requests

We value open communication. For non-standard requests, emergency support, cancellation or rescheduling requests, recurring-service changes, or adjustments to your service schedule, please contact us directly at: Marisa.smith@mtexclusivempire.com

Incidental Fee Transparency (Commercial Accounts Only)

We believe in fair and transparent billing. In the rare event that a non-standard incidental charge occurs for commercial accounts, such as a lockout fee if a facility is inaccessible during a scheduled service window, we will process the fee using the card or bank on file and provide the primary point of contact with a minimum of three (3) business days' electronic notice before processing any such charge, except where immediate payment is otherwise authorized or required under the applicable service agreement.

Standard Operational Transparency (Commercial & Government Cleanings Only)

Standard Service Hours: Mobilization windows for commercial and government accounts occur Monday through Friday, 7:30 AM – 4:00 AM. Weekend Operational Premium: Weekend service for commercial and government accounts is limited to Saturdays only by prior arrangement and is subject to a $400.00 Premium Weekend Surcharge per day to cover increased logistical overhead, management scheduling, and incentive-based staffing. Sunday Closure Policy: M&T Exclusive Empire observes a strict Sunday closure policy for commercial and government accounts. No services are available for mobilization on Sundays under any circumstances.

Residential Operating Hours & Holiday Closures

Standard Residential Service Hours: Residential cleaning services are available Monday through Friday.

Holiday Closures: M&T Exclusive Empire observes a strict holiday closure policy for residential cleaning services. We are closed on all major and federal holidays, including:

• New Year's Eve (December 31)

• New Year's Day (January 1)

• Martin Luther King Jr. Day

• Presidents' Day

• Memorial Day

• Juneteenth National Independence Day

• Independence Day (July 4)

• Labor Day

• Columbus Day / Indigenous Peoples' Day

• Veterans Day

• Thanksgiving Holiday (the day before, Thanksgiving Day, and the day after)

• Christmas Holiday (the day before, Christmas Day, and the day after)

And all other official federal holidays!

Billing & Advance Retainer Terms (Commercial Accounts Only)

Commercial accounts operate on a strict advance retainer schedule. Invoices for upcoming billing cycles are issued electronically on the 20th of each month, and payment must clear in full on or before the 1st day of the calendar month prior to service. Any balance remaining unpaid past the 5th day of the month triggers an immediate 5% late administrative fee and automatic suspension of field cleaning services. In the event that a primary payment method fails, you authorize M&T Exclusive Empire LLC to process the balance against any other valid payment method on file to ensure uninterrupted service.

Billing & Payment Terms (Residential Cleanings)

Residential cleaning services are billed securely upon booking or completion of service as agreed. Valid payment methods must be kept on file, and invoices or approved add-on charges may be processed electronically to ensure a seamless and cashless experience. By booking services with M&T Exclusive Empire, clients acknowledge that they have reviewed and agreed to the applicable service terms and policies.