FREQUENTLY ASKED QUESTIONS
How do I contact you?
We answer all phone calls and emails received between 8:30 a.m. and 5:30 p.m. If you leave a voicemail or send an email outside these hours, we will respond no later than 10:00 a.m. the following business day. Please feel free to email all specific notes for your cleaning tech via firstname.lastname@example.org. You may include comments, needs, likes, dislikes, etc. We are here to serve you and your input is invaluable and appreciated.
Will I have the same Cleaner each visit?
We make every effort to assure you have your regular cleaning technician each visit, but this is not a guarantee. Due to illness, vacations, promotions, etc. we may occasionally need to replace your cleaning technician.
We will always be respectful of your home. There is no smoking, eating or drinking (other than water) allowed in your home or office, nor do our cleaning technicians watch TV or play the radio. They do not answer the phone or door. Our only purpose while in your home is to clean.
Do you have a guarantee?
We have built our business on reputation by providing our clients with the best possible service available, anywhere. Still, we realize that because we are human, things will from time to time get missed. Should this happen, please phone our office or email us within 24 hours, and we will make it right at no cost to you as defined in our customer guidelines.
What supplies do I need to provide?
We provide our own cleaning products including cleaning tools. We pride ourselves in our state-of-the-art cleaning practices. We use color coded microfiber technology ensuring the avoidance of cross contamination. We can use green cleaning products upon request, and use them in general along with our other cleaning products. If you would like to have just green cleaning products, please let us know!
When do the cleaners visit?
Please allow us the flexibility of scheduling our cleaning between 8:00 a.m. and 2:00 p.m. We try to schedule our cleanings in an order that requires the least amount of drive time in an effort to maintain our prices and avoid trip fees. If you require an AM or PM clean time we will make every effort to accommodate your request, however no exact start times are guaranteed.
How do I schedule a change?
We do our best to stay on schedule. However, if a change is necessary we will let you know as soon as possible and would ask that you do the same. Please go through our office for any scheduling changes. We require 48 hours notice for cancellations.
If you are going out of town, rather than cancel we would like this opportunity to do some deeper cleaning projects such as scrub baseboards, clean the oven or refrigerator, organize the pantry, etc.
What if I do not want a room cleaned?
Please close the door to any rooms you do not wish to have cleaned and we will focus our energies elsewhere.
Do I need to pick up before the cleaner arrives?
The better your house is picked up, the better job we can do cleaning for you. If there are dishes, laundry, projects etc. – no problem, we will skip these areas until the next visit. Often putting clutter in a container before our visit is helpful. Getting things up off the floor by putting them on beds or the couch helps, too. If you just can’t get things organized before we come, no problem, just know we will clean what we can get to.
How do I pay for services?
We will keep your credit card on file, and charge your card the morning of your service.
What happens if I cancel or change my time?
We allocate a block of time for the cleaning of your home. If you request a schedule change, we require 48 hours advanced notice to avoid a cancellation fee. If we do not receive a personal phone call or email within 48 hours of your cleaning time, or we are locked out you may be charged up to the full amount due for your scheduled cleaning. The best way to insure this does not happen is to give us a copy of your house key, and or a door code for your or a lock box code. Your time slot is yours, it is reserved for just you, if you cancel last minute it cannot be filled! Scheduling arrangements and changes should be done through our office, please. Our cleaning technicians do not have the ability to change schedules.
How do you handle my security system?
If your home is equipped with a security system, please ensure that it is in the “off” position or call our office with the code and proper directions for use. If the code should change, please let us know so you do not incur a lock-out fee.
What happens if something is broken?
If you have something that is priceless and/or irreplaceable, please put it away. It is very rare, but occasionally something gets broken. Your house cleaner will let our office know right away, as well as leave you a note alongside the broken/damaged item. If you would like us to replace it, we will do our best, but this is not always possible. Per our replacement policy, we will pay replacement costs of up to $100 per item/per incident. Please inform us at your initial cleaning of items in your home that we should avoid and/or are in ill-repair, i.e. a picture not professionally hung, loose knobs/handles, etc.
What are your holidays?
We observe all bank holidays.
What do you do with pets?
We love pets! However due to potential health risks, we do not clean litter boxes, urine or feces. If you have a pet that is the least bit aggressive, it will need to be absent from the areas we are cleaning. We will never let your pets outdoors, unless instructed to do so by you.
Have a question not listed here?
Contact Us and we will be happy to answer it for you!