Help Center
What Would You Like to Know?
Browse below to review the answers to some of the most common questions that we receive. If you still have questions or would like more information, please get in touch and we’ll be happy to assist you.
Do You Charge By the Hour?
No, we charge a flat rate per job.
Are there any restrictions when I need a special project added to my cleanings?
Yes, our employees follow strict safety policies, which include the following:
• They cannot climb more than 2 steps on a ladder. Our company cars are equipped with only a 2 step ladder to use if needed, but if there is any high area they can't reach using a combination of our extendable duster and the step ladder, they cannot clean it.
• They cannot lift/move anything weighing 40 pounds or more. If you need us to vacuum/clean behind nightstands, dressers, headboards or sofas, they need to be moved prior to our arrival and you will be responsible to move it back. This rule also applies to rotating mattresses or changing bedskirts.
• They cannot wash windows or window screens. If tracks need to be vacuumed, please let us know in advance to add additional time. Screens need to be removed prior to our arrival so we can vacuum tracks.
• They cannot use any industrial chemical or spot carpet cleaner to remove any kind of stain, glue or markers from floors or carpets.
Which Payment Methods Do You Accept?
We accept credit cards, checks, and Zelle. Payment is due at the time of the service.
Should I expect them to wash any dishes that were left in the sink?
No. We do not wash dishes nor do we put them in the dishwasher. If there are dishes left in the sink, we will not clean it. If you have a double sink, we will clean only the side that is clear of items.
Should I expect them to organize/pick up clothes, toys or shoes?
No. In order for us to focus on cleaning, surfaces need to be free and clear. We allocate a certain number of hours to clean your house, and if we are going to be picking up clothes/toys/shoes from the floors it will affect the time we spend on the actual cleaning. Any surface that is not available to clean will be left undone. If you need help picking up things in the house before cleaning, let us know in advance and we will charge by the hour to do so.
Do I need to put my pets in a crate?
We are pet friendly and our employees are trained not to leave doors open/unattended for long periods of time, but we are not responsible if the pet escapes while we are bringing our supplies and equipment into the house. Please consider we need to keep a door open to bring vacuums, mop buckets, cleaning caddies, etc into your house, and if your pet is going to be loose while we do that, please make sure you will be home to keep it away from the door. Otherwise, we will be as careful as possible, but if you know your pet likes to run out the door, please make sure it is secured or isolated in another room or crate to avoid any accidents. We value our employees as we value our customers, so please be courteous and restrain any curious pets so that we can safely clean your home.
If my pet has an accident while I am not home, should I expect them to clean it?
No, we do not clean any accidents from your pets. We will clean around it.
Non-Refund Policy
Our cleanings are 100% satisfaction guaranteed, but if by any chance you are not happy with the way a particular area was cleaned, please let us know within 24 hours and we will send a crew to re-clean it at no additional cost (this service is offered only for the area you were dissatisfied). We do not offer refunds on a service that was already provided. Â No second time re-cleans will be provided. One time re-cleans will be the settlement of the case.
Equipment & Chemicals
We supply everything we need to leave your house sparkling clean and we don't carry any abrasive cleaning products, as they might scratch certain surfaces. However, if you would like to provide a product of your preference to use on a particular area, please leave it on top of the kitchen counter and labeled. We are not responsible for any damage caused by using any products you provide. Also, our employees are not permitted to use/apply any spot carpet cleaners or glue removers.
Breakables & Valuables
If you have any valuable or irreplaceable items, they must be removed prior to our arrival. If you are going to leave one out, please let us know in advance so we will not touch it. Items with extreme value, either monetary or sentimental, should be dusted or cleaned by the owner only, to avoid any accidents from our employees.
Air conditioner & Thermostat
We do not provide services to homes without air conditioning. Air conditioning should be working at a temperature of at least 76 degrees inside the home. Â The customer is responsible to give our employees an adequate environment to perform their jobs properly and keep employees safe. Our employees are not permitted to touch air conditioning thermostat controls for any reason. If we arrive at a house where temperatures are above 78 degrees, we will not clean it, and it will be considered as a last-minute cancellation, with a $50.00 charge.
Property Access
The customer is required to provide access to the property for the cleaners at the time of service. If we arrive to the home and cannot access it, we will cancel the serice and a $50 charge will apply. We do not let anyone into your house if you are not present. If you have a family member coming over, you need to make sure he or she has access to your house. The same applies to anyone that will be servicing your house (pest control, AC repair, etc.), if you are not home, we will not let that person in.