Question 1

Do I need to supply cleaning equipment or products for my scheduled service?

Accepted Answer

No need to provide anything at all. Our cleaning professionals come equipped with all the necessary, high-quality cleaning products and tools to accomplish the required tasks. Rest easy knowing we've got it all covered.

Question 2

What payment methods do you accept and what are your payment terms?

Accepted Answer

• We only accept major credit cards for payments. We do not accept cash or other forms of payment.

• For your convenience, our system automatically places a hold on the funds on your credit card (including Visa debit) one day before your scheduled services. Please note, this is simply a hold - no funds will be deducted from your account at this time. Visa debit card users might notice the hold as a deduction, but rest assured, your bank is merely reserving the funds until the charge is processed post completion of your cleaning services.

Question 3

Do I need to be present at home during the cleaning service?

Accepted Answer

No, it's not necessary for you to be home during the cleaning. As long as we have a way to access your house, our team can perform their duties effectively. You're more than welcome to stay and observe our team at work. However, to ensure efficiency, we kindly ask you to provide them with sufficient space to complete their tasks.

Question 4

How should I prepare for my cleaning appointment?

Accepted Answer

• To ensure an efficient cleaning service, it is beneficial to minimize clutter as much as possible. Our cleaners require access to surfaces, and excess items or debris might hinder this. Please clear your floors and surfaces prior to our arrival.

• If you plan to be at home during the cleaning, communicate your plans with the cleaner to ensure a smooth process. Bear in mind that the presence of children, pets, or other adults in the cleaning area might obstruct our work and potentially pose a safety risk. Our cleaners will be using vacuum cords, cleaning products, and supplies, so providing them with adequate space reduces the chance of accidents.

• If you have any further questions on how to prepare, or if you need clarification on any aspect, please feel free to reach out to us. We're here to help!

Question 5

Are you pet-friendly?

Accepted Answer

Absolutely, we are! For safety purposes, if your pet shows signs of aggression, we advise you to secure them outdoors or in a designated area during our cleaning. If you plan to be away during our visit, please provide us with instructions on how to manage around your pet during the cleaning process.

Question 6

What is your cancellation/rescheduling policy?

Accepted Answer

• We kindly request a 24-hour notice for any cancellations or changes to your upcoming appointments to avoid incurring a $100 cancellation fee. Service reliability is extremely important because we reserve a time, especially for you.

•  If you cancel on the day of your appointment the $100 cancellation fee will be charged.

• Please be aware that no-notice cancellations or lockouts will incur the $100 cancelation fee.

• If you're unwell on your cleaning day, please notify our office by 7:30 am. We will do our utmost to reschedule your cleaning within the same week. If anyone at home is suffering from the flu or COVID-19, we ask you not to proceed with the cleaning to prevent potential contagion. We appreciate your understanding and cooperation.

Question 7

How many cleaners can I expect?

Accepted Answer

• The number of cleaners we send can vary from 1 to 3, depending on availability and the specific requirements of your service. 
 • Please note that the selection of the number of cleaners is based on our professional assessment and availability, and cannot be chosen by customers.
 • Typically, we send one cleaner to your home. If you've scheduled recurring services, we strive to assign the same cleaner for continuity. 
 • For deep cleanings or larger homes, we may deploy more personnel to ensure we deliver the best possible service in a timely manner.

Question 8

What tasks are excluded from your cleaning services?

Accepted Answer

Our professional housecleaning services are meticulously designed to maintain a clean and comfortable environment in your home. We tailor our services to your needs, ensuring you only pay for what you require. However, there are some tasks and situations that our cleaners cannot handle for safety, health, or practical reasons:
 • Inside of fireplaces: Our team does not clean the inside of fireplaces.
 • Toys: For sanitary reasons, our cleaners do not clean toys.
 • Clutter pickup: We ask that you clear significant clutter before our cleaners arrive. They are not tasked with extensive decluttering.
 • Laundry and Dishwashing: These tasks fall outside our range of services.
 • Carpet Cleaning: We do not provide deep carpet cleaning or shampooing.
 • Mold: Our cleaners can deal with small amounts of mold, but heavy infestations affecting air quality or presenting health risks are beyond our scope.
 • Heavy Lifting: For safety, our cleaners are restricted to moving items less than 30 lbs. If cleaning is needed under heavier furniture or appliances, please move these items before we arrive.
 • Extensive Grease or Fire Damage: We are unable to clean areas with significant grease or fire damage.
 • Bodily Fluids and Pet Messes: Our cleaners are not equipped to clean these substances.
 • Bug Infestations: We cannot clean homes with bug infestations.
 • Heights: For safety reasons, our cleaners use a step stool no taller than 2 feet, limiting their reach to what can be safely accessed with this height. This usually includes the tops of standard kitchen cupboards but may exclude some lighting fixtures.

We appreciate your understanding of these limitations, which are in place to protect the health and safety of our cleaners and customers and to ensure that we can provide the best possible service.