Frequently Asked Questions
Check out the What We Clean page for a breakdown of what gets cleaned for each level of service.
📦 We May Not Be Able to Move or Reach All ItemsMoving heavy items. We have a 30 lb. weight limit for safety reasons and cannot move anything heavier. We are accustomed to moving smaller items like dining table chairs, small ottomans, etc. to clean under. If you would like any heavier furniture or appliances cleaned under, you’re welcome to move it and we’ll be happy to clean under it upon request. Reaching high areas. We cannot reach very high areas or fixtures. We are limited 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 our reach. Clutter. We are not a clutter organizing company. Of course we will work around any cluttered areas to the best of our ability. Same goes with areas used for storage, like underneath beds and on top of cabinets. Please clear away clutter prior to your scheduled service if you need that space cleaned.
🧽 We Cannot Clean EverythingWe cannot always make fixtures, appliances, or surfaces look new. We do try our best to remove build up on all surfaces. However please take note that some buildup is impossible to remove without damaging the surface and may not be able to be restored to a “like new” condition. We try our best to remove as much as possible without damaging surfaces and managing time as well to focus on the other items in your home that need attention as well! Outdoor Areas. Our equipment isn’t designed for cleaning outside surfaces such as patios, decks, rough concrete floors, unfinished basements, garages, exterior windows, etc. Pet Messes / Body Fluids. This includes, but is not limited to: litter boxes, pet messes, bird guano, blood, feces, urine, and overflowed toilets. Cleaning body fluids (including that of our furry friends) is something we do not do. Mold. Some amount of pink/orange mildew, or even darker mold, is common in some homes. Don’t worry, we 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. We aren’t able to clean in rooms that are heavily affected by mold, or in homes with heavy mold infestations. Mold that is embedded in surfaces such as silicone also may not be cleaned as this is an indication that the silicone needs replacing. Bugs. We apologize that we aren’t able to offer post-fumigation cleanings. We ask that any bug / insect / pest infestations or fumigation clean-ups are completed in their entirety before we enter a home. Fireplaces. The soot/ash from the inside of a fireplace will damage our equipment, especially our vacuums. However, cleaning off the base in front of a fireplace is no issue at all! Laundry. We do not offer any laundry services such as ironing or washing/drying your items. Carpet Cleaning. We do not offer carpet cleaning services as we don’t have the proper equipment.
More Items We Do Not Clean:
- The inside of light fixtures
- Unreachable light fixtures
- Window screens
- Cloth blinds
- Inside of your dishwasher
- Washing machine / dryer
- Inside heat registers
- Inside/underneath your hood fan
- Anything that requires being disassembled to clean
🐾 Pet ConcernsUnattended pets. Our cleaners cannot handle loose pets or manage them for you. You are responsible for keeping pets restrained and out of the way so the cleaners can do their job safely. Pet messes / body fluids. This includes, but is not limited to: litter boxes, pet messes, bird guano, blood, feces, urine, and overflowed toilets. Cleaning body fluids (including that of our furry friends) is something we do not do.
We price by square footage of your home and by the type of service: basic, deep cleaning, or move-in / move-out.
Yes, all of our cleaners on the job carry insurance.
Pets are fine, but someone must be present to keep them out of the way of the cleaners.
No. You are not required to provide any supplies, cleaning products, or a vacuum. Our pro cleaners are outfitted with the tools and cleaning supplies they need.
We do try our best to remove build up on all surfaces. However please take note that some buildup is impossible to remove without damaging the surface and may not be able to be restored to a “like new” condition. We try our best to remove as much as possible without damaging surfaces and managing time as well to focus on the other items in your home that need attention as well!
We require 2 full business days (48 hours) 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 or rescheduling 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.
We do make mistakes and cleaning can be subjective, but we guarantee nothing less than a flawless resolution to our mistakes. We offer a 48 hour guarantee for those scenarios where you are not 100% happy with our services. So, how does the 48 hour guarantee work? Let us try & fix it. If you are unsatisfied with your service, please let us know within 48 hours of the service in question. We will send a pro-cleaner back to handle any issues, free of charge. No questions asked.
We collect payment via credit card. You will not be charged until after the service is provided and you are 100% happy with your cleaning.
What to Expect After Booking
Market research has found that 95% of client/cleaner relationship breakdowns happen as a result of poor communication and lack of information on the front end. Reviewing this info might take a little time, but it is incredibly valuable. We have found it really prevents miscommunications and all around just gives our clients a much better experience.
What You Provide
You do not need to supply anything for the cleaning. All the equipment and supplies will be brought by the cleaners. Unless there is a specialty product you use for flooring, for example, then you are able to provide that. The best thing you can provide is a clutter free home to make sure all areas can be cleaned (see below).
Communicate With the Cleaner
You should receive a text or two leading up to your appointment. Communicate with your cleaner when they arrive (if you are home) a plan to make sure the cleaner has space to clean. Children, pets and other adults in the way can be hazardous. Vacuum cords, cleaning products and supplies will be in the area with the cleaner and to mitigate accidents from happening it is best to give them space.
Declutter & Move Furniture Prior to the 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. The cleaners will work around these areas if they are too cluttered.
The cleaners will not be moving furniture or appliances over 30lbs for safety and insurance reasons. If you have larger furniture or appliances that need to be cleaned under or behind, please have them pulled out in preparation for the appointment.
Price Is Subject to Re-evaluation
The price quoted over the phone is based on the home being accurately represented at the time of booking. At times it is impossible for us to know if a home will require a more in-depth cleaning until the cleaner arrives on-site and is able to assess the level of cleaning needed in person. This does not happen often, but please keep in mind if the cleaner assesses the job and determines a more in-depth cleaning is needed, the cost of the job may be subject to increase. This will never be done without a conversation and your consent and approval.
If You Need to Cancel or Reschedule
If you need to cancel or change your booking, we require 48 hours notice. If you provide more than 48 hours notice, there is no fee. If the notice given is before the day of your appointment and less than 48 hours, there is a $50 rebooking/cancellation fee. If you need to reschedule your appointment for the day of, there will be a $50 rescheduling fee. If the appointment is cancelled on the day of the appointment, or we are unable to gain access to your home, you will be charged 100% of your appointment cost. If there is no running water or electricity on-site when we arrive, you will be charged 100% of the appointment cost and the cleaners will not be able to complete the cleaning. Cancellation due to contagious Illness in the home will not be subject to a cancellation or rebooking fee.
If We Need to Reschedule Your Appointment
Cancellation on our end can happen rarely. If we need to reschedule your appointment we try our best to make sure it’s the soonest available appointment for you. Cleaners are also subject to illness, emergencies, etc. While we try our best to avoid short-notice cancellations, at times it can happen. We will never send a cleaner that has been exposed to a contagious illness to your home. With Covid, RSV and flu season hitting us hard some times of year we do our best to protect everyone from getting sick. There is not much we can do about this but ask for your patience and understanding if your appointment needs to be moved to keep you and your family safe and healthy.
Credit Card Holds
If you are paying via credit card or visa-debit, our system will place an automatic hold on the funds to ensure they are available. The funds will not be withdrawn from your account until after your appointment has been completed.
If you are not happy with the service that has been provided to you, we have a 48-hour guarantee. If there was anything missed or not completed to your satisfaction, the cleaner(s) will return to handle any issues you may have, no additional charge, no questions asked.
To read our full terms, click here.