Frequently Asked Questions

Frequently Asked Questions2020-11-17T06:28:51-08:00
Do we have to be home while the cleaning techs are cleaning?2020-11-16T05:34:20-08:00

This is completely up to you and what you are most comfortable with. We do recommend that you be home the first time to meet your cleaning tech so you can familiarize them with your home and your cleaning preferences. If you choose to be home, we ask that you respect their time and understand they have other jobs to get to and families to get home to at night. Doing your best to stay out of their way is greatly appreciated. Please secure pets and keep children in another area as we are working.

How do you gain entry to our home?2020-11-16T05:34:37-08:00

Our preference is setting a code to your garage or front door keypads or providing us with a key that will be kept in a lockbox (we will provide) on your property. These options keep lockouts from happening and saves you from having to pay a lockout fee, which is 50% of your cleaning fee.

Do you provide the cleaning supplies?2020-11-16T05:34:52-08:00

Our cleaning techs arrive on the job with all the supplies needed to clean your home, with the exception of a vacuum cleaner. We ask that each of our clients provide a properly working vacuum. Our techs are not responsible for maintaining your vacuum but will empty bagless vacuum cleaners after they use them. We will provide a vacuum for move-out/in cleans. If you have a specific cleaner you want used, we ask that you leave it out on the counter with a note asking them to use it instead.

What is your cancellation policy?2020-11-16T05:35:11-08:00

We will assess a 50% fee if you cancel with less than a 24-hour notice for all recurring cleans and a 48 hour notice on all initial deep cleans and the deposit will be forfeited. You will receive, either by text, email or both, an automated reminder 3 days and 24 hours prior to your scheduled cleaning, to help minimize any last-minute cancellations.

Is tipping required or allowed?2020-11-16T05:35:27-08:00

Tips are always appreciated, but never expected. However, it is a nice gesture and goes a long way to passing along a bit of gratitude toward the people who care for your home. As with hairdressers or servers, anything from 10%-20% is customary, although any amount is welcome. You can include it with your payment or leave cash in a clearly marked envelope to bring an immediate smile to your cleaners’ faces. Please note that we instruct our cleaners not to touch any cash lying around since it might not be intended for them. That is why placing your cash tip inside a clearly marked envelope or with a Post-it note lets the cleaner know the money is definitely for them. It is also a thoughtful option to consider leaving your regular cleaning technician a bonus for the holiday season, at the end of the year, or for their birthday.

What forms of payment do you accept?2020-11-16T05:36:49-08:00

In order to book your first appointment, you will need to make a 50% deposit and place a card on file. This can be done over the phone or by paying your deposit online via the quote. The remaining balance will be charged once the service is complete. After the initial service you may pay via cash or check if that is your preference. If payment is not left on the day of service, the card on file will be charged and you will receive an automated receipt of your payment. If payment is not left and the card on file is declined, we will assess a 10% late fee.

Do we need to clean up before the cleaning tech comes?2020-11-16T05:36:35-08:00

Please do not CLEAN before we arrive but do “pick-up” as much as possible. This will allow us to focus more on detail and quality for you.

What should I do with my pets?2020-11-16T05:36:20-08:00

We are pet friendly and love to greet your pets upon arrival. However, it is best if pets are secured after our arrival and remain so until your cleaning tech has finished their job.

What if something gets broken during our cleaning?2020-11-16T05:37:15-08:00

We do our best to avoid damage of any kind and feel terrible when it does happen. We rely on our clients to remove “booby traps” or ask us to avoid items of high value or high sentimental value. If damage occurs, we will do our best to repair or replace the item. We are fully insured for your peace of mind.

Do you offer any cleaning guarantees?2020-11-16T05:37:33-08:00

We offer a 24-hour guarantee on each of our cleanings. If your cleaning tech misses a spot or something you felt should have been cleaned, please notify us within 24-hours and it will arrange a time to come back to your home and re-clean those areas at no additional charge.

Are there any services you do not offer?2020-11-16T05:38:04-08:00

Yes, we do not clean:

  • Windows
  • Highly valuable and sentimental items, fragile collections such as figurines, china, or antiques (items that could not be easily replaced)
  • Carpet cleaning above and beyond vacuuming
  • Move furniture or large appliances
  • Outdoor/garage cleaning
  • Cleaning up after your pets – this includes litter boxes.
  • High cleaning above 2 steps on a ladder
  • Walls
  • Human feces (other than in a toilet)

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