The Ins and Outs of How We Do Business
Frequently Asked Questions
How soon must I cancel my appoinment?
We understand that life happens, emergencies arise, plans change. Before your time of service, you'll be notified 48 hours and 24 hours in advance. We ask that you please try to notify us at least 24 hours in advance if you must cancel or reschedule.
If I do not cancel my appointment within 24 hours will there be a charge?
We do not charge a fee for a cancelation. However, if we reach three cancelations we'll reach out to you to discuss if we should continue service or make changes to your schedule.
How do I pay for the service?
For residential clients, we accept Cash, Check or PayPal. Unless otherwise arranged prior to service, payment is due at the time of cleaning. Upon request, we can provide an email receipt for payment. Residential customers are not billed on a monthly basis.
Day of Service
What should I do to prepare for your arrive?
Unless otherwise agreed upon, we organize at a minimum so that we have time for cleaning. While organization is part of the process, the more there is to organize the less time there is for cleaning. You'll want to maximize the value of our time spent in your home by picking up items around the house such as toys, clothes, papers and any other miscellaneous items prior to our arrival.
What should I do upon your arrival?
If there are any changes to your home since our initial visit or any other visits, please notify your cleaner so we can make special note of the issue. This might include delicate items, new items in the home, or anything else you deem as an important change. If you are in the home at the time of cleaning, we'll ask for your final approval before we leave.
What should I have available for my cleaner?
The only thing we require is that you have your own toilet bowl brush. We do not carry these from house to house as to avoid the spread of germs.
Should I tip my cleaner?
While it's not a requirement, tipping is always greatly appreciated. For tips, at this time we can only accept cash. Please know that regardless of leaving a tip or not, you are always a special and valued customer. Should you wish to leave a tip and are unsure how much, the amount is also your choice. However, the typical rate is between 15-20%.
Will I always get the same cleaner?
We do our best to keep your service consistent with the same cleaner. Should there be a change, we will inform you ahead of time that there will be another fantastic cleaner arriving for your service that day.
How do you access my home?
Access to your home is up to you. Clients that are unable to be home at the time of cleaning either provide us with a key or entry code. If you provide us with a key, keys are kept in a locked safe every night with access only by management and are only available to the cleaner on your day of service.
What if my regular day of service falls on a holiday?
If you are a weekly, biweekly, or monthly customer and your service day falls on a holiday, we will contact you to decide on a course of action. For some holidays, we can keep the appointment unless otherwise noted by you for a change.
Do you wash windows?
Unfortunately, we do not provide a window cleaning service for the whole house. We can do windows within reach, such as sliding glass doors.
What if I need something else done at the time of cleaning? Can I leave a list?
Unfortunately the time we allot to your cleaning schedule is designed to clean according to our initial agreement. Any changes need to be re-evaluated ahead of time to ensure we can accommodate those or if we need to discuss additional charges.
Do you do clean carpets?
We do not clean carpets at this time. However, this is a service we might offer in the future. If you'd like us to offer this, let us know!
Insured and Bonded
Are you insured and bonded?
Absolutely! We are both insured and bonded. Feel free to ask us for proof of insurance or bond.
What if something in my home gets broken?
While this rarely happens, we're 100% honest and will notify you about the item and circumstances. We'll contact you to complete a damage report to have it replaced. Accidents can happen sometimes, but our staff is trained well and we take great care while we are in your home.
How do I provide feedback?
We always want to know how we're doing and if there are areas for improvement. You can provide feedback to us via email or our feedback form here. Should you wish to discuss on the phone, we'd be more than happy to talk with you.
Do you guarantee your work?
We're are committed to the highest quality standards, and we value you and your time. That's why, should you find anything unsatisfactory according to our agreement with you, we'd be more than happy to make it right at no extra cost to you. Our number one goal is that you are happy with your service.
What is your residential hourly rate?
Residential pricing starts at $35 per hour. The number of hours required is determined by the size of your home and the services that are required. We do have a two hour minimum for all jobs. We start with a checklist that can be modified at the time of the initial walk-through so that we focus on what's relevant to you. From that we can give you a time estimate which will determine your total rate per cleaning.
What is your commercial rate?
For commercial accounts, we'll meet with you at your facility to discuss your requirements. We try to give you an estimate at the initial visit, but sometimes too many factors must be considered. Therefore, we will provide you with a proposal as soon as possible, if not that day then by next business day.
Do you have residential specials?
Periodically we will do specials and package pricing. Be sure to check out our specials page. Or be the first to know by signing up for our newsletter at the bottom of the page!