Must I be at home when the team arrives?
It is up to you whether you are home when we arrive, but it is not necessary for you to be there. Some customers give our staff a key, which is secured in our offices when not being used. An option we do not endorse is leaving a key hidden outside your home for our staff. We charge a lockout fee of $30 if we arrive but are unable to enter your home. Please remember to disarm your alarm system when we are scheduled to be in your home.
What are your safety procedure with keys?
We use a locked box for security and keys are always identified by codes only. The Branch Manager is the only employee authorized to open the box. Your key is given to your maid on the scheduled cleaning day and will be returned to the security box when your maid turns it in at the end of the shift.
Who will actually clean my home?
We typically assign teams to clean the homes of our clients. This team is comprised of one to three maids depending on your needs and preferences. One of our Quality Control Supervisors may also drop in to ensure that our team is meeting the high standards we have set and that all your specific requests are handled properly.
How long will it ACTUALLY take to clean my home?
The exact answer is always uncertain. A 3 bedroom / 2 bathroom home can take up anywhere from 2 to 3 hours to be cleaned. Condition and size of the home dictate actual labor time.
Do I need to do anything before the team arrives?
While it is not necessary for you to do anything prior to your appointment, you can ensure the best results possible by gathering up stray household items, toys and clothing. By doing so, the team can concentrate on actual cleaning rather than picking up.
Will the same person clean my home every time?
We strive to send the same employees to your home each time you schedule cleaning time with us. However, on occasion, we may need to dispatch a different team when problems with weather, holidays, sickness, scheduling conflicts and accidents occur.
What should I do about my pet while receiving service?
Pet lovers have a hard time finding the right cleaning firm, because some companies have strict policies in place regarding pets. We are committed to being a pet-friendly company. Our only request is that your furry friends are contained in an area safe for them.
What will the team NOT clean?
For sanitary and safety reasons, our teams have been instructed to not clean urine, pet or human feces, vomit, or blood.
How fast can I book a service?
A same-day appointment cannot always be guaranteed but if you do need to book a same-day appointment, call us as soon as possible so we can try to accommodate you and our other clients in a timely manner. Any other appointments can be booked online 24/7 and if received during office hours (8am-4pm) will receive a response or confirmation within 24 hours.
What is your cancellation policy?
We allow free cancellations for 48 hours prior to the appointment. If you need to cancel please use the link that comes in the confirmation email or call us to reschedule. Any cancellations after this time will cause a $30 cancellation fee.
Can I get a refund after services have been rendered?
No Refunds are allowed. We do offer a satisfaction guarantee where will fix any unsatisfactory work.