Frequently Asked Questions
These are the questions we get asked about most frequently
Does someone need to be home for the cleaning appointment?-
There is no need for anyone to be at home for the duration of the appointment. In fact, most of our clients prefer to be away when the crew is around. According to our clients, they prefer to be away either not to be on the professionals' way or not to be disturbed with the noise of the vacuum. So if you are like the majority of our customers, just provide us with accessing and exiting instructions, and we will be good to go!
However, it is perfectly fine to stick around. After all, it's your own home, and our team will always be extremely respectful and mindful not to interrupt the rhythm of your life. Our technicians are highly professional -- not only they are very dependable and great in what they do, they are also reasonable to make the least possible disturbance to you and your family while they make your home shine.
*Note: if you can be present at least for the beginning of the very first appointment to show us the home around and to share a little more about your particular needs and likes & dislikes, that would be ideal. No biggy though -- we can talk about that over the phone too if you prefer.
Is there any prepayment required?-
No! Payments are only collected at service completion. Although there are no prepayments required, a credit card is needed to book your appointment online. Nothing is charged to the credit card until the actual appointment completion and only with your consent if you do decide to pay with credit card. In the event that the cancellation / rescheduling policy is not respected, the credit card on file will then be charged accordingly.
What types of payment do you accept?-
We accept cash, money transfer through Zelle or Venmo or credit card.
Do I need to provide cleaning products or do you bring your own?-
We bring our own products, tools, equipment and other materials. The products we use are not harmful and considered human-safe. Some of the brands are Seventh Generation, Puracy, Mr. Meyer's, Method, Branch Brands and Arm & Hammer. If you wish to see the detailed list of products please let us know, but all disinfectants, cleaners and solutions run around these well known green cleaning brands.
Our trays, tools and equipment are cleaned between each appointment so we enter every home with all our set properly disinfected, and that includes the vacuums too.
Note: if you would like us to use your own products and tools, we are happy to accomodate that particular request. Our only ask is to discuss it ahead of time so we can prepare our crew accordingly. The products and tools that we use have been carefully selected to make your home safe and to provide cleaning efficiency to our professionals, but we want you to feel fully comfortable so please share your needs and let's discuss them.
Can we choose a particular day for the regular cleanings or does that depend on your schedule?-
We are pretty flexible. We will always start with your day of preference and do anything we can to accomodate your need. May we find alternative dates and times that would best suit the logistics within our schedule, we will ask you if that alternative may work just as well or perhaps even better than your original request. Otherwise, the regular cleanings will always be maintained on your day of preference. Always!
Can i reschedule or cancel my appointment?-
Yes, you certainly can. However, for cancellations or reschedules made less than 48 hours before the beginning of the appointment a 50% cancellation/rescheduling fee will be charged and for cancellations or reschedules made less than 24 hours before the beginning of the appointment, the appointment will be charged at full price.
Why do I see a difference in price between the first appointment and the regular?-
The first appointments always require greater attention and time spent in your home as our professionals are not yet familiar with your home, it’s current cleaning condition and your particular cleaning needs. From the second appointment onwards, your rate will reflect the regular cleanings according to the frequency of your choice.
Is there any contract I need to sign for regular appointments?-
We don't have contracts, we have Service Agreements which address the scope, condition and limitation of the services. And while it doesn't hook you to any kind of long term contract (whatever frequency you decide to set up you can stop at anytime), we do have a cancellation/rescheduling policy as we've described here in the FAQ already. Such policy is to prevent very last minute changes to the schedule when our resources are already all assigned to a customer and the schedule was locked out preventing other customers from booking their appointments on that specific time slot. The policy comprehends of allowing cancellations and rescheduling with no charges when done up to 48 hours prior to the appointment start time. If that deadline is not respected, then there is a 50% charge for appointments cancelled between 48 and 24 hours before the appointment start time, and full charge (100%) if the cancellation or rescheduling is done within 24 hours of the appointment start time. This is applicable to every service, regardless of a regular or a one-time appointment.
Note: Service Agreements must be reviewed and signed by customers up to 24 hours prior to the appointment start time.
I have pets at home, is that going to be a problem?-
Not at all! Having the furry friends around will never be a problem to our technicians and our crew of professionals will make sure to create as little stress as possible to your pets - they are super pet-friendly people and are used to dogs & cats and their drills around homes.
Note: Please let us know of any relevant instructions prior to the appointment so we can make sure to take care of your pet exactly how you want us to while we are at your home. However, if you don't feel comfortable with leaving your pup around the house while the crew is on duty, please remember to crate them or to take them someplace where they feel comfortable and safe before the appointment starts.
What are your COVID-19 precautions?-
Even prior to the pandemic, our crew has always used masks, gloves and shoe covers. Some of the reasons are to provide exceptional cleaning quality, to contain any eventual spread of bacteria or contamination and lastly to protect our staff's health. Since the pandemic' start, we then implemented temprature checks between each appointment and we closely monitor cases across our community.
***Update: as of 6/20/2021 every staff member has been fully vaccinated.
Is there anything you don't do?-
While our service packages are pretty comprehensive, there are some services and tasks that we have been asked about before which are not offered or not performed by our professionals. For example, we don't clean exterior windows and we don't do laundry. We also don't clean anything that can't be reached with a two-step ladder, however we do dispose of a 6-foot extensor that serves as a brush, wiper and duster to help reach the high areas.
As far as other service categories, we don't offer attic cleaning, roof cleaning, gutter cleaning, pool cleaning, lawn mowing, nor junk removal.
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