FAQ
Answers to commonly asked questions
- Do I need to provide supplies or equipment for my scheduled cleaning service?
- No, You are not required to provide any supplies, or cleaning products. The cleaners will have the products and supplies needed to complete the jobs required. We may request a vacuum. If u ask us to clean a special cleaning product , you will either need to provide the product or we will purchse the product at an additional cost that will be added to yor total cost.
- Do you require a deposit?
- Yes, a 20% deposit is required at the time of your booking
- How do I prepare for my cleaning appointment?
- One of the best things you can do is make sure there is as little clutter as possible. The cleaners will need to have access to surfaces to clean and if they are covered up by too much clutter they may be inaccessible. Make sure the floors are clear of items and debris. Communicate with your cleaner when they arrive (if you are home) a plan to make sure the cleaner has the space to clean. Children, pets and other adults in the way can really hinder a job from being done in the best way possible. It can also be hazardous. Vacuum cords, cleaning products and supplies will be in the area with the cleaner and to mitigate accidents from happening it is best to give them space. If you have any questions about how to better prepare, feel free to reach out and ask any questions you may have.
- Do you clean homes with pets?
- Yes, we will clean homes with pets. We ask that when we arrive your pets are secured for the safety of our cleaners as well as your pet. Our cleaners will not be responsible for any pet that escapes the home as we are entering or leaving your property. However, we will notify you that your pet has left the premises.
- My cleaner has arrived and is saying the job may cost more, Why?
- We take bookings over the phone, sight unseen. In most cases the condition of the home is fairly represented for the estimate given. In some cases, there may be further work needed that was only able to be determined once the cleaner arrived. It could be extra garbage removal for a move out, extra pet shed, more appliances than previously understood or any number of things. We will always reach out to you to discuss the further scope of work and any additional charges that may be applicable..
- What method of payment is accepted, and what are your payment terms?
- We accept most major credit cards, as well as E-Transfers. Our system will automatically generate a hold on funds paid via credit card (including Visa debit) the day before your booked services. This is merely holding funds aside and no funds have been removed or processed by your bank. The visa debit card holds will appear to be removed from your account, however, we assure you that it has not. Your bank is holding it seperately for you until the charge has been processed for your cleaning service. This ensures the money is available for us to receive payment in full. E-Transfers will need to be received by the day before your appointment..
- Will I Have Different Cleaners Every Time?
- We make it our goal to assign the same cleaners to each home, to ensure the comfortability of each client. However, this is not always possible.
- Does Someone Have To Be Home During The Appointment?
- No, it's not necessary to be home or at the property during the cleaning service appointment. However, there must be a detailed explanation of how the cleaners will enter the property. If you will not be home during the cleaning service appointment, we require that you provide us with clear communication in advance regarding the agreed cleaning areas and any changes to our cleaning agreement or concerns you may have.
- What happens if I am not happy with the service I have received?
- Mistakes happen and cleaning can be subjective, but we guarantee nothing less than a flawless resolution to our mistakes. We offer a 24 hour satisfaction guarantee for those scenarios when you are not 100% happy with the cleaning services. So, how does the 24 hour 100% guarantee work? Let us try and fix the issue. If you are unsatisfied with your service, please let us know within 24 hours of the service in question and we will send a cleaner back to handle any issues, free of charge. No questions asked.
- What is your cancellation/rescheduling policy?
- We require 2 full business days notice if you need to cancel or change any upcoming appointments. When you provide 2 or more full business days notice, there is no cancellation fee. If you provide less than 2 full business days notice, you will be charged a $75 cancellation fee. If you cancel your appointment the day of your service, or we can not gain access to your home, your pet is not secured, there is no water, electricity, or a rodent or insect infestation you will be charged the full cost of your appointment.
- How are your rates calculated?
- We have put alot of time and effort into researching fair market value for professional cleaning services in our area to come up with our rates. Our numbers are on par for the average cost of our professional competitors. Professional cleaning is a very labor intensive job that not only requires physical exertion, but years of experience and knowledge. It is very hard on the body, there is wear and tear on the cleaners vehicles, and equipment. Insurance, and professional grade products are paramount and a necessity for providing proper service as well. Having these things provided are all in the best interest of both client and cleaner. We strongly believe in paying cleaners a fair wage to do a proper job. A fairly compensated cleaner will be happier and provide a better service than someone who isnt making a fair wage. We would like to have the cleaners and our clients with us for a long time! Happy cleaners = Happy clients.
- What We Don’t Do
- Clean infested properties (e.g., bed bugs, cockroaches, mice, etc.), pest droppings or mold.
- Use ladders higher than 3 steps.
- Clean bodily fluids from a pet or a human.
- Clean attics, cold rooms, the exterior of the property or garage.
- Clean stove hoods / fans.
- Clean fireplaces.
- If u supply your own products and they are not compatible with the surfaces to be cleaned our cleaners will not be held liable for any damages to those surfaces. Our professionals will notify you if we can not clean due to liability concerns for possible damage.
- Laundry.
- Clean exterior windows.
- Lift or move anything heavier than 20 lbs.
- Clean in an unsafe property or in a property that does not have running water, electricity, heat, or air conditioning.
- Clean exterior of homes. Our cleaners are not trained to maintain exterior property, materials or surfaces
- Wall wash (spot cleaning only).
- Clean a hoarder's home / obsessive clutter.
- Service clients who are disrespectful, rude, aggressive, or fail to comply with the cleaning agreement.
- Clean anything outside the previously agreed cleaning agreement.
- Changes or additions to the cleaning agreement must be done 24 hours prior to your appointment, and will be subject to a reestimate.