FAQ

Service

Will I always have the same Majar?


Yes, our staff are here for the long-term to guarantee the best quality possible. To consider, the start of the service may be done by different profiles in cooperation with you to make sure you are comfortable with the person coming into your home and or for reorganization purpose. In case of vacation or illness, we will offer you the choice of a substitute. The substitute will have the same degree of training and skills, and will have been briefed upon the visit to be able to adapt to your home and requirements.




What activities are offered?


In addition to the usual Indoor Care home keeping service (cleaning, ironing, folding, tyding up), Mary & Jarvis offers you the following services:

  • Extra services such as cleaning outside windows
  • Holiday Relief: watering plants, feeding your pets, declutter your mailbox, home check, in home delivery.
  • Craftmen service: painter, electrician, handyman, gardener, small move out within the city.
  • Participate in sustainable actions: rechannel your unwanted belongings for a second purpose with charity social organisations.
  • Lifestyle Service coordination: Yoga teacher, interior designer, home organizer, fitness trainer.




Is there a prior visit to make?


Yes ! In order to personalize our service with your habits we do a first “rendez-vous” at your apartment, free of charge with an Area Coordinator. Feel free to book it.




Is there a minimum of hours to start the service?


In order to guarantee optimal quality, and thanks to our experience feedback, we have chosen to limit the number of daily interventions of our Majars. This sets at 2h00 the minimum service duration per visit.




How can I terminate the service of Mary & Jarvis ?


If you feel like terminating our service, notify us by a simple email and the service will end 4 rolling weeks after the termination email has been received and confirmed.




Can I cancel/postpone a service?


You can of course cancel/postpone one of our Service whenever. However the sooner the better. The organization of our staff is what makes our business successful. Our cancellation conditions are as follows (fees are calculated on the basis of your normal visit hours):

  • Up to 2 Calendar days before your next visit: no cancelling or rescheduled fee will be incurred.
  • 48 hours before your next visit: 50% of cancelling or recheduled fee will be incurred.
  • Less than 24 hours before your next visit: 100% of cancelling or rescheduled fee will be incurred




What are the registration / termination fees?


There are none! At Mary & Jarvis, we consider that access to the service as well as its termination have no reason to be billed.




How to set up additional activities?


Our range of additional services, whether recurring or punctual, are directly set up by Mary & Jarvis. Get in touch by email and make sure to describe your desire with as much details as possible. We do our best to schedule your additional service as soon as possible (ideally for your next visit but depends on the request).




Do I need to provide cleaning products?


For convenience our Majar will use the cleaning products and cloths on site and not bring anything with them. We are in charge of the restocking and we will favor eco-friendly options to benefit your home and our Majars.




Do I have to provide the necessary materials for the household?


Yes ! Mary & Jarvis is part of an ecological approach and 100% of trips are made by public transport. For this reason, we do not offer to bring equipment (vacuum cleaner, mops...) on site and use the ones that you own already. We can however offer advices if you wish to replace the own you have.




Do I have to be there when activities are performed?


No, you can leave your keys to us. Your Majar will be perfectly autonomous.




How do you manage my home keys?


Keys are managed following the client's will. Some prefer to open the door to their Majar before leaving to work in the morning, some give us their keys after the first service, some as freelance work at home and we only get the keys to take out the trash and put them back on their counter.




Are my belongings insured?


Yes we are insured against damages with Generalli Deutschland with our Betriebs-Haftpflichtversicherung amounting to up to 3.000.000,00€




Who are the Majar?


Majars are our employee and homekeeper insuring that your needs are covered. They have experience either in the hotel industry or already as homekeeper with at least 1 year of experience. They have access to ongoing training and review. Our feedback is also important for us to know where to improve.





Payment & Fee

When is payment due?


Our services are charged at the end of your last service of the month. You are billed for the current month. You will receive an invoice in your email address of choice and have 14 days to pay it.




Is the payment secured?


It is! We use the payment platform Stripe, today it is the number 1 online payment provider in the world. Stripe is PC1 Level 1 certified, the highest level of security at the moment. The data is encrypted in AES 256 bits and connections are via https (SSL). We never access your card or account numbers. Stripe simply gives us access to your account but are the only holders of this sensitive information. To use such service an extra 2.5% financial fee is incurred to your invoice.




What happens if I forget to pay on time?


You have 14-days to pay your invoice. If you forget to do so a 10% penalty will be charged for every 14 weeks of delay.




How does the invoicing work?


You will receive an invoice per email at the end of the month's last service. The invoice is directly payable via the link provided in the email and a pdf version can be saved for your own bookeeping.




How do I pay?


You can pay via bank transfer, Paypal or Credicard