Commonly Asked Questions
FAQs
How do I schedule online?
To schedule online, all you have to do is fill out some details about what you need, who you are, pick a date/time and wait for a confirmation to arrive.
When will I get a confirmation?
You will get a confirmation as soon as we find a provider for your job via email and SMS.
When will I be charged?
You will not be charged until after the service is provided and you are 100% happy with your clean.
Can I trust my cleaning professional?
We ensure a delightful experience for our clients through a rigorous vetting process that includes thorough interviews, extensive experience evaluations, and comprehensive background checks for all cleaners, going above and beyond.
What method of payment is accepted, and what are your payment terms?
We accept credit cards. 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 a hold and no funds have been removed from your account. The Visa debit cards will look like the money has been removed from your account. We assure you it has not. Your bank is holding it separately for you until the charge is processed after your services have been completed.
Are you pet friendly?
We are! However if your pet is unattended when we are entering your home please have them put away or let us know if they are prone to escape or need to be put in a room while bringing in and taking out equipment.
How many cleaners can I expect?
We send 1 or 2 cleaners, depending on availability and your needs.
Can I reschedule a cleaning?
Yes, of course. After you book for the first time, an account will be made for you where you can login and modify your bookings at anytime. We require 48 hrs notice for any
Do I need to provide supplies or equipment for my scheduled cleaning service?
No. You are not required to provide any supplies, cleaning products, or a vacuum. The cleaners have all professional-grade products and supplies needed to complete the jobs required.
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. Communicate with your cleaner(s) when they arrive (if you are home) and plan to make sure the cleaner has 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's best to give them space.
Do I need to be home for the cleaning?
No, as long as you have a way to let us in when you are not home there is no reason for you to have to be there. However, if it makes you feel more comfortable we welcome you to stay and watch what we do.
Are your cleaners bonded/insured?
Absolutely. The cleaners go through a screening process that includes a police background check, drug screens, reference checks, and in-person interviews. We also require significant experience in residential house cleaning to work with us. Our cleaners also are covered by general liability insurance.
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 $50 cancellation fee. If you cancel your appointment the day of, or we cannot gain access into your home, you will be charged 100% of your appointment cost.
What do you not clean?/ What do cleaners not do?
Our professional housecleaning services are designed to keep your home comfortable and clean. We customize services to accommodate your preferences so you never have to worry about paying for a service you don’t need or want.
What is not included (laundry and excessive dishes must be requested as add ons):
Clean inside of fireplace
Clean toys
Pick up clutter
Do Laundry
Wash dishes
Clean carpets
Mold: (Some amount of pink/orange mildew, or even darker mold, is common in some homes. Don't worry- the cleaners can clean small amounts of mold. Large amounts of mold in shower areas, on walls, etc. can affect air quality and pose a health safety issue. The cleaners aren't able to clean in rooms that are heavily affected by mold, or in homes with heavy mold infestations.)
Weight: (We have a 30 lb. weight limit for safety reasons. Moving smaller items like dining table chairs, small ottomans, etc. to clean under is perfectly ok. If you would like any heavier furniture or appliances cleaned under, you're welcome to move it and the cleaners will be happy to clean under it upon request.)
Extensive grease or fire damage
Bodily Fluids
Pet messes
Bug infestations
Heights: (There is a limit to a 2 foot or shorter step stool. Safety is of the utmost importance to us. Please keep in mind that in most cases, the tops of standard kitchen cupboards is approximately the maximum limit of height. Some lighting fixtures may also be out of reach.)
