Frequently Asked Questions.
The Q&A list below is a helpful way to understand how we handle specific circumstances and issues. You may also want to visit our Terms of Service page to gain an even deep understanding of our policies.
Q. Are you insured and bonded to perform maid and cleaning services?
Yes. We are bonded and insured. We also have liability, crime and employee accident coverage. Your home, our team members, and our company are included in the coverage.
Q. Do I need to be at home when you clean my house?
It's your choice. You may give us a key to be safely stored. Maids are given the keys for each scheduled cleaning appointment before they leave the office each day, and must turn these back in before they are allowed to leave the office at the end of the day. The keys are returned to the key safe until the next cleaning appointment.
Q. How do you protect my keys?
Maids are given the keys for each scheduled cleaning appointment before they leave the office each day, and must turn these back in before they are allowed to leave the office at the end of the day. The keys are returned to the key safe until the next cleaning appointment.
Q. Who will be cleaning my home?
A regularly scheduled team of well trained professional maids will clean your home. All maids are uniformed, insured, and bonded. They will not drink, eat, smoke or use any appliances while at your home.
Q. What if I would like something cleaned that is not part of your normal cleaning program?
We offer extra cleaning services to handle special needs or projects. When scheduling your service, just tell us what you have in mind.
Q. Do I need to provide my own cleaning products?
You may choose to provide any products for our maids to use on your home at your discretion. However, our maids are equiped with all the supplies and equipment needed for regular cleaning.
Q. Are your maids trained and supervised?
Absolutely. All maids are well trained cleaning professionals that are supervised and held accountable for our strict quality standards.
Q. How do I pay you for your cleaning services?
Payment is due on the day of service. You may pay by cash or personal check. We also accept paypal. On regularly scheduled visits, we ask you to leave payment on the kitchen countertop in an envelope.
Q. What is your policy regarding returned checks?
Returned checks are no fun for any of us. Our policy that the client must pay a $50 returned-check fee PLUS the fee for cleaning that was returned. These need to be paid in full by or on your next cleaning appointment.
Q. What are your cleaning rates?
Our fees are based on the size and condition of the home. If this is a first time or initial cleaning, then we will need to "deep clean." After the initial cleaning, you'll want to have us back either weekly, every two weeks or once a month, to maintain the home, usually at a lower rate due to the cleaning process taking less time. Once we complete the initial cleaning to bring the home up to our standards, then we will confirm the ongoing rate in order to maintain the standard.
Q. Is your house cleaning work guaranteed?
All our work is backed by a 100% Satisfaction Guarantee. If you're unhappy with any area we've cleaned, just call us by 11:00AM the next morning and we'll come back and reclean it free of charge.
Q. Are your employees legal citizens of the US?
All employees are required to fill out Form I-9, the employment eligibility verification form, and provide necessary employment eligibility documentation, before starting work.
Q. Will your maids get on a step ladder to a high area?
Although we use attachments to reach high areas, for safety reasons, we cannot allow our staff to stand on any ladder that has more than 3 steps to it.
Q. Will all visits cost the same?
If this is a first time or initial cleaning, then we will need to "catch up" on the normal cleaning items. After the initial cleaning, you'll want to have us back every two weeks or once a month to maintain the home, usually at a lower rate due to the cleaning process taking less time. Once we complete the initial cleaning to bring the home up to our standards, then we will confirm the ongoing rate in order to maintain the standard.
Q. Do you guarantee a specific day and time for my cleaning?
Ordinarily we can guarantee a specific day for your cleaning but not a specific time. Due to our ever-changing schedule, we are unable to commit to a specific time of day. If you do need a specific time, feel free to discuss this with our office and we will do our best to find a solution. Addition tally, we will always plan to arrive on the scheduled day. If an uncontrollable scheduling issue arises, you will be contacted immediately and we will plan to resolve the issue as quickly as possible.
Q. What If I need to reschedule?
Simply give us a call as soon as possible so we can plan our schedules accordingly. The more advanced notice we have the more likely we can adjust everyones' schedules properly. We do require a minimum of 72-hours advanced notice for any rescheduling/cancellation requests in order to avoid fees.
Q. What about Holidays?
If your scheduled cleaning falls on a major holiday, we will contact you to reschedule your service. In most instances, if your cleaning day does fall on a major holiday we will either reschedule your job for the day prior or the day after the holiday.
Q. What If I accidentally lock you out on my cleaning day?
If you lock us out on cleaning day, you will likely be assessed a lock-out fee. Please be sure you understand our lock-out fees. If you did not provide the required notice then we would expect to be paid for the full cost of the cleaning visit. If you provided at least 24-hour notice then we would expect to receive 50% of the full cost of the cleaning visit. As long as you have provided at least a 72-hour notice we will not charge you. We want to help you avoid incurring these additional fees. Most of our clients either provide us a key or hide one on the premises on cleaning day. Please remember: communication is the best way to avoid lock-out fees.
Q. What should I do about my security/alarm system on cleaning day?
If you have a security system, please make arrangements to give us access to your home on your scheduled cleaning day. Some clients create a temporary or guest code for us.
Q. What should I do with my pet(s) during the cleaning?
Please tell us if you have pets and advise us of any important information regarding your pets that would be helpful for us to know to both protect them and the maids. We prefer pets to be restricted from the areas we clean to allow us to clean thoroughly for the safety of your pet and the maid. If a pet attacks a maid, we will not be liable for any unavoidable and unfortunate harm possibly caused to your pet while protecting the safety of a maid.
Q. What about tough stains on surfaces?
Tough stains on surfaces are common. We carry and use safe products that we can try to use to address stains in the normal course of cleaning services. However, there are many types of stains that normal cleaning services will not be able to address. Some of these include mildew & mold that is behind caulking, exceptionally hard water deposits, stains that have been left unattended for long periods of time, stains due to color transfer of one material to another ( for example some ink, paint, or rust), stains in porous material like worn tile, grout, tubs, toilet. If you have stains in your home like these or one not listed, please disclose that to us in advance so we may advise the best course of action ahead of time. Our cleaning services are there to clean a property due to normal use and we simply cannot warrant that we may be able to remove any particular type of stain.
Q. What about dusting?
The team will be dusting surfaces. Some homes produce more dust than others for many reasons and need an ongoing service to control and maintain. When an area is dusty, there is no way to remove 100% of the dust in one service. When dusting, a percentage re-enters the atmosphere and then resettles on dusted surfaces quickly when the air current slows. For example, a dusty room cleaned in the morning might later in that evening have some of the dust particles launched into the air resettle and would look completely different than an area that was not previously dusted.
Q. What about dusting blinds?
Part of an initial cleaning might include dusting window blinds. The procedure usually involves dusting one side, then the other. It some cases, individual slats are addressed depending upon the type of blind. If individual slat by slat "wiping" is requested, that would need to be quoted completely separately due to the labor intensive operation. In most cases, the normal dusting of blinds on an ongoing service can maintain their dust level without the need for extensive, individual attention. For blinds that are near humid areas like kitchens, there are time when we encounter blinds that have a "greasy" surface due to not being serviced regularly. Those blinds would be dusted as normal, however, dusting will not remove the greasy build up. Those blinds would need to be detailed cleaned using the manufacturer's recommended procedure or completely replaced. Detail cleaning would involve removing the blinds and possibly degreasing them etc., which is outside of the normal cleaning parameters of ongoing cleaning service. Our cleaning services are there to clean a property due to normal use and we simply cannot warrant that we may be able to clean a "greasy" or "heavy" build up blind in the course of normal service.
Q. Are my valuables safe with your company?
The quick answer is, of course, "yes." But, if you have any special valuables, heirlooms or irreplaceable items, please put them safely away and/or instruct us not to touch them. A closed door or drawer is your signal to us that you do not want that area to be cleaned. We do carry all the necessary insurances in the event that any damage occurs.
Q. How do I know I can trust your staff?
We go to every effort to attract and retain professional cleaning professionals. We screen our maids very carefully and we train them thoroughly. We invest in the quality of our maids so that we can continue to deliver you a high quality service and keep you as a preferred client. Also, the ownership remains completely involved with each and every cleaning job. This way we can ensure quality and a long-standing relationship with our clients.
Q. How does your service work, is there a contract?
If this is a first time or initial cleaning, then we will need to "catch up" on the normal cleaning items. After the initial cleaning, you'll want to have us back weekly, every two weeks or once a month to maintain the home, usually at a lower rate due to the cleaning process taking less time. Once we complete the initial cleaning to bring the home up to our standards, then we will confirm the ongoing rate in order to maintain the standard.
We do not normally use contracts to secure service. However, in some circumstances, we can guarantee a special rate and can consider contracts if necessary. As a rule, all customer engagements are based on an "at-will" agreement that can be cancelled anytime with 30 days written notice.
We encourage you to please read our terms of service by clicking here to fully understand how we operate.
Q. What time will you arrive at my home?
Our normal workdays are Monday through Friday from 8:00 am to 5:00 pm. In most cases it is not possible to give a specific time of arrival, however, we will make every effort to meet your needs.
Q. What do I need to do before you arrive for my cleaning?
So the time we spend in your home can be as efficient as possible, we ask that you pick up clothing, toys or other household items. Homes that are riddled with clutter make it very difficult for us to do our job effectively.
Q. What if something is damaged while cleaning?
We clean very carefully and treat your home with complete care. However, should damage or breakage occur while we are cleaning, we will make every effort to repair or if necessary, replace the item. When appropriate, insurance claims will be filed. We understand that every family has certain items that no amount of money could replace and even items that have existing damage. We strongly advise that you put fragile or delicate items in drawers or areas that would not be cleaned in order to avoid an accident. The same goes for top-heavy or tip-prone items. Move them before the cleaning crew arrives in order to best protect them. If there are certain items you do not want cleaned or items that if broken would exceed the total cost of service, we would prefer special instructions so as to be able to avoid unforeseen accidents.
Q. Am I liable for worker's compensation, insurance or employment taxes?
No, we take care of all necessary coverage. That is a benefit of hiring us versus someone who does not carry such coverage where you could be liable under those circumstances.
Q. Are you insured and bonded to perform maid and cleaning services?
Yes. We are bonded and insured. We also have liability, crime and employee accident coverage. Your home, our team members, and our company are included in the coverage.
Q. Do I need to be at home when you clean my house?
It's your choice. You may give us a key to be safely stored. Maids are given the keys for each scheduled cleaning appointment before they leave the office each day, and must turn these back in before they are allowed to leave the office at the end of the day. The keys are returned to the key safe until the next cleaning appointment.
Q. How do you protect my keys?
Maids are given the keys for each scheduled cleaning appointment before they leave the office each day, and must turn these back in before they are allowed to leave the office at the end of the day. The keys are returned to the key safe until the next cleaning appointment.
Q. Who will be cleaning my home?
A regularly scheduled team of well trained professional maids will clean your home. All maids are uniformed, insured, and bonded. They will not drink, eat, smoke or use any appliances while at your home.
Q. What if I would like something cleaned that is not part of your normal cleaning program?
We offer extra cleaning services to handle special needs or projects. When scheduling your service, just tell us what you have in mind.
Q. Do I need to provide my own cleaning products?
You may choose to provide any products for our maids to use on your home at your discretion. However, our maids are equiped with all the supplies and equipment needed for regular cleaning.
Q. Are your maids trained and supervised?
Absolutely. All maids are well trained cleaning professionals that are supervised and held accountable for our strict quality standards.
Q. How do I pay you for your cleaning services?
Payment is due on the day of service. You may pay by cash or personal check. We also accept paypal. On regularly scheduled visits, we ask you to leave payment on the kitchen countertop in an envelope.
Q. What is your policy regarding returned checks?
Returned checks are no fun for any of us. Our policy that the client must pay a $50 returned-check fee PLUS the fee for cleaning that was returned. These need to be paid in full by or on your next cleaning appointment.
Q. What are your cleaning rates?
Our fees are based on the size and condition of the home. If this is a first time or initial cleaning, then we will need to "deep clean." After the initial cleaning, you'll want to have us back either weekly, every two weeks or once a month, to maintain the home, usually at a lower rate due to the cleaning process taking less time. Once we complete the initial cleaning to bring the home up to our standards, then we will confirm the ongoing rate in order to maintain the standard.
Q. Is your house cleaning work guaranteed?
All our work is backed by a 100% Satisfaction Guarantee. If you're unhappy with any area we've cleaned, just call us by 11:00AM the next morning and we'll come back and reclean it free of charge.
Q. Are your employees legal citizens of the US?
All employees are required to fill out Form I-9, the employment eligibility verification form, and provide necessary employment eligibility documentation, before starting work.
Q. Will your maids get on a step ladder to a high area?
Although we use attachments to reach high areas, for safety reasons, we cannot allow our staff to stand on any ladder that has more than 3 steps to it.
Q. Will all visits cost the same?
If this is a first time or initial cleaning, then we will need to "catch up" on the normal cleaning items. After the initial cleaning, you'll want to have us back every two weeks or once a month to maintain the home, usually at a lower rate due to the cleaning process taking less time. Once we complete the initial cleaning to bring the home up to our standards, then we will confirm the ongoing rate in order to maintain the standard.
Q. Do you guarantee a specific day and time for my cleaning?
Ordinarily we can guarantee a specific day for your cleaning but not a specific time. Due to our ever-changing schedule, we are unable to commit to a specific time of day. If you do need a specific time, feel free to discuss this with our office and we will do our best to find a solution. Addition tally, we will always plan to arrive on the scheduled day. If an uncontrollable scheduling issue arises, you will be contacted immediately and we will plan to resolve the issue as quickly as possible.
Q. What If I need to reschedule?
Simply give us a call as soon as possible so we can plan our schedules accordingly. The more advanced notice we have the more likely we can adjust everyones' schedules properly. We do require a minimum of 72-hours advanced notice for any rescheduling/cancellation requests in order to avoid fees.
Q. What about Holidays?
If your scheduled cleaning falls on a major holiday, we will contact you to reschedule your service. In most instances, if your cleaning day does fall on a major holiday we will either reschedule your job for the day prior or the day after the holiday.
Q. What If I accidentally lock you out on my cleaning day?
If you lock us out on cleaning day, you will likely be assessed a lock-out fee. Please be sure you understand our lock-out fees. If you did not provide the required notice then we would expect to be paid for the full cost of the cleaning visit. If you provided at least 24-hour notice then we would expect to receive 50% of the full cost of the cleaning visit. As long as you have provided at least a 72-hour notice we will not charge you. We want to help you avoid incurring these additional fees. Most of our clients either provide us a key or hide one on the premises on cleaning day. Please remember: communication is the best way to avoid lock-out fees.
Q. What should I do about my security/alarm system on cleaning day?
If you have a security system, please make arrangements to give us access to your home on your scheduled cleaning day. Some clients create a temporary or guest code for us.
Q. What should I do with my pet(s) during the cleaning?
Please tell us if you have pets and advise us of any important information regarding your pets that would be helpful for us to know to both protect them and the maids. We prefer pets to be restricted from the areas we clean to allow us to clean thoroughly for the safety of your pet and the maid. If a pet attacks a maid, we will not be liable for any unavoidable and unfortunate harm possibly caused to your pet while protecting the safety of a maid.
Q. What about tough stains on surfaces?
Tough stains on surfaces are common. We carry and use safe products that we can try to use to address stains in the normal course of cleaning services. However, there are many types of stains that normal cleaning services will not be able to address. Some of these include mildew & mold that is behind caulking, exceptionally hard water deposits, stains that have been left unattended for long periods of time, stains due to color transfer of one material to another ( for example some ink, paint, or rust), stains in porous material like worn tile, grout, tubs, toilet. If you have stains in your home like these or one not listed, please disclose that to us in advance so we may advise the best course of action ahead of time. Our cleaning services are there to clean a property due to normal use and we simply cannot warrant that we may be able to remove any particular type of stain.
Q. What about dusting?
The team will be dusting surfaces. Some homes produce more dust than others for many reasons and need an ongoing service to control and maintain. When an area is dusty, there is no way to remove 100% of the dust in one service. When dusting, a percentage re-enters the atmosphere and then resettles on dusted surfaces quickly when the air current slows. For example, a dusty room cleaned in the morning might later in that evening have some of the dust particles launched into the air resettle and would look completely different than an area that was not previously dusted.
Q. What about dusting blinds?
Part of an initial cleaning might include dusting window blinds. The procedure usually involves dusting one side, then the other. It some cases, individual slats are addressed depending upon the type of blind. If individual slat by slat "wiping" is requested, that would need to be quoted completely separately due to the labor intensive operation. In most cases, the normal dusting of blinds on an ongoing service can maintain their dust level without the need for extensive, individual attention. For blinds that are near humid areas like kitchens, there are time when we encounter blinds that have a "greasy" surface due to not being serviced regularly. Those blinds would be dusted as normal, however, dusting will not remove the greasy build up. Those blinds would need to be detailed cleaned using the manufacturer's recommended procedure or completely replaced. Detail cleaning would involve removing the blinds and possibly degreasing them etc., which is outside of the normal cleaning parameters of ongoing cleaning service. Our cleaning services are there to clean a property due to normal use and we simply cannot warrant that we may be able to clean a "greasy" or "heavy" build up blind in the course of normal service.
Q. Are my valuables safe with your company?
The quick answer is, of course, "yes." But, if you have any special valuables, heirlooms or irreplaceable items, please put them safely away and/or instruct us not to touch them. A closed door or drawer is your signal to us that you do not want that area to be cleaned. We do carry all the necessary insurances in the event that any damage occurs.
Q. How do I know I can trust your staff?
We go to every effort to attract and retain professional cleaning professionals. We screen our maids very carefully and we train them thoroughly. We invest in the quality of our maids so that we can continue to deliver you a high quality service and keep you as a preferred client. Also, the ownership remains completely involved with each and every cleaning job. This way we can ensure quality and a long-standing relationship with our clients.
Q. How does your service work, is there a contract?
If this is a first time or initial cleaning, then we will need to "catch up" on the normal cleaning items. After the initial cleaning, you'll want to have us back weekly, every two weeks or once a month to maintain the home, usually at a lower rate due to the cleaning process taking less time. Once we complete the initial cleaning to bring the home up to our standards, then we will confirm the ongoing rate in order to maintain the standard.
We do not normally use contracts to secure service. However, in some circumstances, we can guarantee a special rate and can consider contracts if necessary. As a rule, all customer engagements are based on an "at-will" agreement that can be cancelled anytime with 30 days written notice.
We encourage you to please read our terms of service by clicking here to fully understand how we operate.
Q. What time will you arrive at my home?
Our normal workdays are Monday through Friday from 8:00 am to 5:00 pm. In most cases it is not possible to give a specific time of arrival, however, we will make every effort to meet your needs.
Q. What do I need to do before you arrive for my cleaning?
So the time we spend in your home can be as efficient as possible, we ask that you pick up clothing, toys or other household items. Homes that are riddled with clutter make it very difficult for us to do our job effectively.
Q. What if something is damaged while cleaning?
We clean very carefully and treat your home with complete care. However, should damage or breakage occur while we are cleaning, we will make every effort to repair or if necessary, replace the item. When appropriate, insurance claims will be filed. We understand that every family has certain items that no amount of money could replace and even items that have existing damage. We strongly advise that you put fragile or delicate items in drawers or areas that would not be cleaned in order to avoid an accident. The same goes for top-heavy or tip-prone items. Move them before the cleaning crew arrives in order to best protect them. If there are certain items you do not want cleaned or items that if broken would exceed the total cost of service, we would prefer special instructions so as to be able to avoid unforeseen accidents.
Q. Am I liable for worker's compensation, insurance or employment taxes?
No, we take care of all necessary coverage. That is a benefit of hiring us versus someone who does not carry such coverage where you could be liable under those circumstances.
