How many cleaners will be in my home?
Typically, our team comprises 2 cleaners. However, depending on the cleaning scope and the house size, we may assign 3-4 cleaners.
Will I get the same cleaning team every time?
While we strive to send the same cleaners for each session, we occasionally rotate teams. This approach provides fresh perspectives on your home and ensures reliability. Rest assured, all teams have access to your home's details and notes for a seamless transition.
How do you handle home security systems?
If possible, we prefer your alarm system to be off on our service day. If needed, we can disarm and reset the system at your request.
Do I have to sign a contract?
No contracts are involved. We only request a 48-hour notice for appointment cancellations to avoid a potential cancellation fee, typically 50% of your regular fee.
What happens if I forget my cleaning day?
If a scheduled appointment is missed without a 48-hour prior notice, a cancellation fee (usually half of your visit fee) is charged.
When will the cleaners arrive at my home?
Our teams usually arrive in the morning (9 AM to Noon) or the afternoon (Noon to 2 PM). If you need a specific time, we can arrange an early morning appointment. However, please account for uncontrollable variables like weather and traffic.
How do you handle holiday schedules?
If your cleaning falls on a holiday, we will contact you to reschedule.
Can I reschedule an appointment?
Yes, please call our office 48 hours in advance, and we'll gladly reschedule your cleaning.
Do you perform background checks on your cleaners?
Absolutely. We only consider new cleaners with at least four verifiable references and a stable work history. Each must pass a background check for felony convictions.
What if something is damaged during cleaning?
We have full insurance coverage for such unfortunate incidents. Although rare, we acknowledge that accidents can happen.
What if something goes missing from my home?
We recommend retracing your steps as missing items are often found within 24 hours. If the item remains missing, please contact our office. We will discuss the situation with the cleaners, keeping in mind that they're innocent until proven guilty. Should it be necessary, you might need to contact local law enforcement for a formal investigation.
Who provides cleaning supplies?
We provide all necessary cleaning supplies and equipment. However, if you prefer a specific product, we can use it if supplied.
How do I give access to my home if I'm not there?
Most clients aren't home during cleaning. We can arrange a secure method to access your house, usually via a duplicate key. If we can't access your home on a scheduled cleaning day, a fee of half your normal rate is charged.
Do I need to prepare my home before the cleaners arrive?
To ensure the best service, we ask you to tidy up personal items like clothing and toys. Our cleaners won't know where your personal items belong, and most clients prefer we don't put things away in closets or drawers.
Are outdoor areas included in your service?
Our services are typically confined to the home's interior. If you require exterior cleaning, please let us know in advance for pricing.
Can I leave notes for the cleaners?
Communication is key. We welcome notes, whether they're expressing concerns or compliments.
Why is the first cleaning more expensive?
The initial cleaning often requires more time and effort as we'll likely be cleaning areas that haven't been addressed in a while. We only charge extra for the additional time needed
What about my pets?
We're animal lovers, but sometimes, pets aren't as thrilled about us. If you believe your pet may become overly anxious during our visit, please make alternative arrangements, such as confining them to a secure room or kennel.
How do I pay for the cleaning service?
Payment is due on the day of service, or as otherwise discussed. We securely keep a Credit Card on file and charge it after each visit, ensuring a hassle-free experience.
Am I expected to tip the cleaners?
While tipping isn't expected in this industry, it's common practice. Tips are usually 10 to 20%, but only if you're pleased with our service. Remember, tipping should never be done in anticipation of better service.
Yellow 'Post-It Notes'
If there are any unsecured fixtures or wall hangings, please place a yellow 'Post-It Note' on these items. This will alert our crew not to touch these potentially fragile objects.
Can my oven be cleaned?
Yes, most services can accommodate this request. However, it's not typically included with basic service. Note, if you have a self-cleaning oven, it should never be cleaned with spray oven cleaner.
Will my dishes be cleaned?
Usually, we don't wash or put away dishes, as most clients prefer to handle their own items. If you couldn't tidy up your dishes before our visit, please notify us as early as possible so we can work out a solution.
What should I do if I'm unsatisfied with the service?
Contact us immediately if you're unhappy with the service received. We value your feedback and will do everything we can to ensure your satisfaction. If you're dissatisfied, we have a policy of performing a second cleaning. Always communicate your concerns, as we can't improve our service without your valuable input.