Frequently Asked Questions
Will I have the same Cleaner every time?
Hiring a service means you don't have to manage your cleaning, we manage it for you!
We assign each clean to a single Cleaner or a Cleaner team and strive to send those Cleaners to your home as consistently as possible. This is imperfect due to schedule changes, employee vacations and days off and other factors. It is unfortunately not possible to guarantee the same face throughout our months and years of service to your home.
What we can promise is the same immaculate cleaning from all our excellent and highly trained Cleaners. If you ever disappointed, we will return and fix our work within 24 hours.
How are Cleaners compensated?
Our office does all the hard work of finding reliable, detail-oriented Cleaners and creating a work culture of enthusiasm, teamwork and positivity. We comply with all state and federal hiring laws, including nondiscrimination. Our wages are significantly above industry standard.
How should I prepare for my Cleaning?
Please store irreplaceable items or point them out to us. Please store jewelry and prescription medicine. Also, the tidier your home is, the more thoroughly we can clean! Please alert us to any repairs or remodeling done in your home during our cleaning time. We unfortunately can't leave your home unlocked for other service people.
Do I need to give you a house key?
We encourage all clients to give us a copy of their house key. We have a double-blind system for coding all client keys, alarm and lockbox combinations, which we store in our safe in the office. Keys and codes are removed by management on the day of cleaning and checked back in at the end of the day. Client information is never in the same place as keys, alarm or lockbox combinations, adding another layer of security.
Hiring a service means we take care of all the details so you don't have to! We are happy to clean around you if you are home; we'll simply ask where you want us to start and accommodate your needs. But you don't have to be home on our account. Our detailed work orders communicate all your preferences to your Cleaner.
What if someone is in my family is home sick?
If you or someone in your home is sick on the day of your cleaning, please call or email our office first thing and we will reschedule you. There is no fee or penalty and we appreciate you helping us stay well.
What if we're a no shoe house?
It's important for our Cleaners to stay safe and we wear athletic-tread shoes for this reason. Our in house shoes are only worn in homes we clean.
What's outside the scope of my Cleaning?
Due to safety concerns, we do not move furniture or items over 25 pounds. This includes kitchen appliances. We do not clean human or animal waste, poison, improperly installed items, surfaces which cleaning may further damage, or rooms where unsecured firearms are present. All surfaces (i.e. marble, granite) are assumed sealed and ready to clean. We do not clean inside china cabinets or closed hutches unless requested. We do not wet clean antiques or ceiling light fixtures.
Can you clean around my pet?
We want to make sure all members of your family feel comfortable while we Clean, including the furry ones. We love pets, and can clean easily around most. Some dogs react unpredictably to new people and equipment in their home. Cleaners are not allowed to clean around pets who display aggression or have bitten people in the past. If you think your pet might be nervous, we do ask that you crate or otherwise confine your animal during the Cleaning—for their comfort as well as ours.
What if something gets broken or damaged?
We do everything we can to clean carefully and avoid breakage but some accidents happen. We will alert you and repair or replace any broken items as soon as possible. Our company is fully insured.
What if I'm disappointed?
After each Cleaning, you will receive an email the next day from our website to score our service or call/text the office immediately. We want to know if you were delighted, satisfied or disappointed. If you were disappointed for any reason, we will return within 24 hours to touch up our work.
What if I need to change the date of my Cleaning?
Our schedule is built around routine service visits. A minimum of 36 hours notice is requested for cancellations with no fee to give us enough time to fill your slot. If you want to change the day of your Cleaning, we will do everything we can to accommodate you. If you cancel after the 36 hour window, you will be charged your full rate. We appreciate if you can provide us as much notice as possible.
Will my fee ever change?
We implement an annual price increase to keep pace with inflation and to keep our benefits and wages competitive.