FREQUENTLY ASKED QUESTIONS
Have a question before booking? Please check below if your question has been answered:
The costs are visible on the booking form (you do not need to enter your personal information). Just select your service and extras then a suggested price will be displayed at the bottom.
A deep clean is for first-time customers or customers who haven’t had their home professionally cleaned in the past 1 month. This allows your cleaners more time to thoroughly clean your home.
It will usually include everything in a standard cleaning plus additional things.
We can accept payment by credit card (Visa, MasterCard, American Express, or Discover).
We put a hold on your card as your cleaning day approaches and then you are charged after the cleaning is completed.
Yes, the referred cleaners usually bring all supplies and equipment they need to clean! They can also use your supplies if you prefer.
No problem, we can refer cleaners who can do your laundry if requested.
We charge a $50 cancellation fee if you cancel 24 hours after you make a booking. For same day or next day service we charge a $50 cancellation fee 2 hours after you make a booking.
There is always a $75 cancellation fee once the cleaners start driving to your home no matter what time you booked.
The cleaners can usually do hoarding cleanings but the cleaners usually require them to be booked as an hourly service. The hourly rate is subject to change depending on the condition of the home.
If your property is deemed a hazardous cleaning situation that goes over and above a normal cleaning environment, your referred cleaners have the right to walk away. Upon such a service, you will be charged a $75 booking fee due to holding your space in the cleaner’s schedule.
The cleaners do not clean poop, blood, or other biohazardous material.
Definitely! We can refer cleaners who know how to treat dogs, cats and other pets. We know how much you love, respect and care for them. We’re a pet friendly people.
It depends on the size of your home we will refer anywhere between 1-6 cleaners.
No, absolutely not! It’s your choice to stay around or go out and take advantage of your free time. Just leave the cleaners a key or another way to get in and they’ll get your house cleaned!
We leave this up to you, whatever you feel most comfortable with.
- You can let the cleaners in if you are there or a friend is there.
- You can leave a key under the door mat on the day of cleaning.
- You can give us the code to the garage or a lock box.
- You can leave the door unlocked on the day of cleaning.
Sure, we can refer cleaners who can use green eco friendly organic products if you prefer. They can also use any of your products if you prefer.
Sure, we can refer the same cleaner(s) to you on a recurring basis.
Unfortunately, the cleaners do not bring a ladder and they can not go up on a ladder even if you provide one due to liability.
They can go on a small step stool (2-3 steps only) to clean slightly higher but you must provide the step stool.
Please mention in the special instructions if you will provide a step stool.
If the area you need cleaned is not reachable by hand from a small step stool then they can not clean it.
Your cleaners can only clean inside windows. They typically can NOT clean outside (exterior) windows.
Normally your cleaners do not clean outside your house and it is not included in a standard cleaning package, or deep cleaning package or move in out cleaning package or post construction cleaning package.
However, depending on the situation and what exactly you need done, they might be able to clean the backyard for an additional fee. Please call us first and confirm your details before booking.
Yes, your home must have electricity and running water for your cleaners to work properly. If your cleaners arrive and your electricity or water is shut off, the cleaning can be cancelled and you will be charged a $75 cancellation fee for holding your spot in their schedule. If you still require the cleaners to clean without electricity or running water then it is up to the cleaners discretion to leave or stay, and in that case you take full responsibility that the cleaning may not be perfect at the end and there will be no refunds, discounts, re-cleans, or any other compensation under any circumstance.
Your complete satisfaction is very important.
- We request all customers to ask your cleaners for an initial and final walkthrough. At that point you can mention to your cleaners if you are not satisfied with anything and they can fix it at that moment before they leave. After a walkthrough, no reclean may be provided by your cleaners so please personally ensure you are fully satisfied.**
- If a walkthrough has been excused for any reason, the agency will not provide any further refund or ask the cleaners if they can re-clean.*
- Our agency must be contacted within 48 hours of a cleaning regarding any and all complaints. After 48 hours from the cleaning date, no complaints will be accepted and any additional services will be charged at full price.
Unfortunately no agency fees will be refunded after a cleaning.
*We understand sometimes a walkthrough is not able to be done due to extenuating circumstances therefore for such situations:
You must always contact us within 48 hours of the cleaning. On a case-by-case basis, it is up to your cleaners’ discretion to make an exception and provide a reclean. In that case, the same cleaners can decide to come back to re-clean areas of concern within a reasonable date of the original booking at their next availability. Please note, it is your responsibility to be available to do a re-clean if necessary.
**If your home is in a very bad condition, and because of that your cleaners need to add additional time for your cleaning but no extra time is approved, then your cleaners will not come back for free to clean areas that they did not have time to do because no extra time was approved under any circumstance.