Last updated: July 28, 2026
These Terms of Service (the “Terms”) govern the cleaning, maintenance, and related property-care services (the “Services”) provided by Maui Tom’s (“Maui Tom’s,” “we,” “us”) to you, the property owner or authorized representative (“you,” the “Client”). By creating an account, requesting or receiving Services, or checking the agreement box in our onboarding, you agree to these Terms.
1. The Services
Maui Tom’s provides turnover cleaning, inspections, maintenance coordination, and related care for vacation rental properties on Maui. The specific services performed for your property are those arranged with our team and reflected on your invoices. We may use employees or vetted contractors to perform the work.
2. Scheduling & Booking Calendars
Our scheduling depends on accurate booking information. You are responsible for keeping your booking calendars connected and current — via a property management system or calendar links you provide — and for telling us promptly about changes that affect scheduled work (early check-ins, late check-outs, owner stays, cancellations). If a visit can’t be completed because we weren’t informed of a change, the visit may still be billable. Fees for cancelled visits and emergency cleanings are set out in Section 5.
On any day your property has a check-out and a check-in on the same date, late check-outs are not available and early check-ins cannot be guaranteed. A same-day turnover gives the team a fixed window to clean, restock and reset the property between guests, and holding the unit past check-out puts the arriving guest’s clean at risk.
On days without a same-day turnover, an early check-in or a later departure is usually straightforward, and how much notice you give us decides how firm we can be. With 48 hours’ notice or more it is all but guaranteed. With at least 24 hours’ notice we can very likely accommodate it, barring rare circumstances. With less than 24 hours’ notice we will still try, but we will need to check the schedule and confirm before you count on it.
We do not service back-to-back turnovers on Christmas Day, Thanksgiving Day, or New Year’s Day. A guest checking out on one of those days is fine, and a guest checking in is fine — but not both on the same date. Please set your booking calendars accordingly, as we cannot clean between two stays on those days.
3. Property Access & Condition
You agree to provide reliable entry to the property and to keep that information current with us. We do not keep keys: the property must have a current, correct access code on file with us, and a backup key must be accessible from the exterior of the unit (for example, a mechanical lockbox mounted to the door or frame). If we cannot access the property at a scheduled time, the visit may be billed.
You are responsible for ensuring the property is safe for our team to work in, and you must warn us in advance of any known hazards.
Supplies and equipment you’ve agreed to provide (for example, the contents of an owner’s closet) must be stocked and accessible. We’ll let you know when stock you provide is running low. If we need to purchase an item because it has run out and was not restocked, you are responsible for both the cost of the item and the time it took to purchase it — a significant cost that is easily avoided by staying current on stock levels.
In some instances, if you run out of linens, we may be able to loan you replacements. In these instances you take on financial responsibility for those items at cost plus 20%, which covers the labor to secure replacements.
4. Billing & Financial Responsibility
Financial responsibility for the Services belongs to each property’s designated Financially Responsible Party (“FRP”) — not to every person with access to the account. Property managers, accountants, co-owners, and others you add can use the system and communicate with us without taking on financial responsibility; only a designated FRP accepts it, by signing the FRP agreement described below. Each FRP accepts responsibility for all Services provided to the property at the rates arranged with our team. Invoices are issued for completed work and are payable when presented, by the payment methods we make available. If an account remains unpaid, we may pause Services and, where necessary, pursue collection of the balance. If someone else pays on the FRP’s behalf, the FRP remains responsible until payment is actually received.
The FRP’s responsibility extends to all Services requested for the benefit of the property by any designated Primary contact. We are not a party to, and have no knowledge of, any arrangement between a Primary contact and the FRP, and we assume no obligation to determine whether any particular request has been authorized as between them. All Services requested by a designated Primary contact are performed for the account of the FRP and are billable to the FRP.
Every property must have at least one designated FRP. FRPs are selected when people are assigned to a property, and each designated FRP must personally confirm acceptance by signing in and agreeing by typing their name and the date. This applies to FRPs alone — no one else on the account is asked to accept financial responsibility. Please be aware: a property cannot remain active for more than 30 days unless at least one designated FRP has signed in and agreed. A property with no confirmed FRP within that period is moved to inactive status, and service is paused until the agreement is completed.
5. Cancellations & Changes
Please give us as much notice as possible when a scheduled visit needs to change or be cancelled. Late cancellations or turn-away visits (for example, arriving to a property we were not told is occupied) may be billable.
Cancelled and emergency cleanings carry special fees. A cleaning cancelled less than 24 hours before the earlier of the scheduled check-out or the scheduled clean is billed at 50% of the normal checkout-clean rate. An emergency last-minute cleaning — one requested for same-day service — carries a 50% surcharge over the normal checkout-clean rate, and is subject to team availability.
6. Damage, Loss & Liability
We treat your property with care. If you believe our team caused damage, tell us promptly — within a reasonable time of the visit — and we will investigate in good faith and work with you to make it right. We are not responsible for:
- pre-existing damage;
- normal wear and tear;
- guest-caused damage;
- conditions we report to you that you choose not to address;
- items that were not in fully serviceable condition — if something breaks because it was already compromised (for example, furniture with missing or loose hardware), the resulting damage is your responsibility, whether or not the condition was known to anyone or noted anywhere; or
- items that require special handling or care that was not included in your property notes on our system prior to the damage.
Our liability for any claim is limited to the amounts you paid for the Services giving rise to the claim, except where the law does not allow that limitation.
7. Guest Lost Property
Items guests leave behind are secured, reported to you, and held for a reasonable period. Returning a lost item costs $35 plus shipping. If you would like to cover the return yourself, tell us clearly that this is your intent and we will add it to your next invoice. If the guest is paying, we will obtain a shipping cost and send them the total; once it has been paid, we ship the item via FedEx.
8. Guest Damage
When a guest causes damage or leaves a property excessively dirty, we document it as soon as possible and make sure you receive photos and, where appropriate, an invoice — so you can file a timely claim with Airbnb or your insurer. Please understand that whether to charge a guest is purely an owner/manager decision: our telling you an item is broken does not always mean we believe it is wise to charge the guest for it. That decision rests with you alone.
We will report damage, missing items, and maintenance issues we notice during visits, but our visits are not a formal inventory or inspection service unless specifically arranged.
9. Communications
By providing contact details you agree that we may contact you (and the people you add to your account) about the Services by email, phone, and text/messaging apps. You can update your contact preferences from your profile or by contacting our team. Message and data rates from your carrier may apply.
10. Your Account & People You Add
You are responsible for the accuracy of the information on your account and for the people you grant access to (co-owners, family, managers). Anyone you designate as a billing contact may receive invoices and account information; anyone you add may communicate with us about the property. Keep your login credentials secure and tell us if access should be removed.
11. Privacy
We use the information you provide to deliver and bill for the Services and to communicate with you. We do not sell your personal information. Access details (entry codes, WiFi credentials) are shared only with the team members who need them to do the work.
12. Term & Termination
Either of us may end the service relationship at any time by notice to the other. Work already performed remains billable, and amounts owed remain due. Sections of these Terms that by their nature should survive (billing, liability, disputes) survive termination.
13. Changes to These Terms
We may update these Terms from time to time. The current version will always be posted on this page with its “last updated” date. Your continued use of the Services after an update constitutes acceptance of the updated Terms.
14. Governing Law & Disputes
These Terms are governed by the laws of the State of Hawaiʻi, without regard to its conflict-of-law rules. We’d always rather resolve a concern directly — please contact our team first, and we will work with you in good faith to resolve the matter informally.
Any dispute, claim, or controversy arising out of or relating to these Terms or the Services that cannot be resolved informally shall be resolved by final and binding arbitration, rather than in court. The arbitration shall be conducted in the State of Hawaiʻi (or remotely, if both parties agree) before a single neutral arbitrator, administered under the rules of a recognized arbitration provider agreed by the parties, and judgment on the arbitrator’s award may be entered in any court of competent jurisdiction. Disputes shall be brought in the parties’ individual capacity only, and not as a plaintiff or class member in any purported class or representative proceeding. Either party may instead bring a qualifying claim in small claims court. Each party bears its own attorneys’ fees and costs unless the arbitrator determines otherwise.
15. Contact
Questions about these Terms or the Services? Email team@mauitoms.com or reach out through your usual contact on our team.