Frequently Asked Questions

We are happy to answer any and all of your questions! For your convenience, we have compiled all of our most commonly asked questions & answers for you to reference.

What if I have a special cleaning request?

Call or email us and let us know what you’d like done, and we will let you know if we can do it, and will give you a price for the service.  Some examples of special services are:

  • Refrigerator cleaning
  • Oven cleaning
  • “Spring” cleaning
  • Interior window washing
  • Exterior window washing (foldout windows)
  • Pre- and post-party cleaning
  • Movein/moveout cleaning
  • Seasonal cottage cleanings

If you have any suggestions, we are always happy to hear them. We’ve received many great suggestions for products, services, and procedures from the people we serve and we appreciate your suggestions as to how we may continue to raise the bar on housecleaning service.

What if I need to cancel or reschedule a cleaning?

We understand that things happen, and we appreciate as much advance notice as possible when you need to reschedule a cleaning. Please try to avoid rescheduling on the day of your cleaning unless it is an emergency, as your cleaner loses work and income for the block of time assigned to you when there is an unscheduled cancelation. If you are going on vacation, or need to cancel a scheduled cleaning, we ask that you give us advance notice of one week. If our cleaner(s) go to your home on the scheduled date and cannot access your home to clean it, you will be charged a $35 lockout fee.  We’ve found that customers enjoy a reminder the day before their cleanings. Please let us know whether a text, phone or email reminder the day before is better, and we’ll be happy to remind you of your cleaning the day before.

What if I am not satisfied?

Our goal is to do your cleaning just the way you’d like it done, every time.  If you are dissatisfied with anything we’ve cleaned for you, please call us within 24 hours of your cleaning.  We will send a senior cleaning technician or manager back to your home to redo any work that was not done to your satisfaction. If you are still not satisfied with our cleaning, we will happily refund your payment – it’s that simple. We guarantee your satisfaction with our services.

Should I tip?

A tip is optional – your cleaners don’t expect a tip, but do appreciate trips.  It is totally up to you. If you are a customer paying by credit card, and would like to leave a tip each cleaning, or a one-time tip, just let the office know and we will set it up for you.

How do I pay for my housecleanings?

Payment is expected at the time of service. We accept Mastercard, Visa, Discover and American Express Credit/debit cards.

What about my pets?

We are pet-friendly and will be happy to clean your home while your indoor pets are in the house (just let us know if they are escape artists, so we will take extra care when entering and leaving your home!)  If you have any aggressive pets, please keep them in a secured area that we will not need access to, such as a crate, or in the garage, for the duration of the cleaning. If you have glass tanks for fish or other animals, and prefer that we do not clean the outside of the tank, just let our office know and we will note that on your cleaning checklist. (Note: We do not let any pets in or out of the house during the housecleaning, and we do not clean pet waste.)

Do I need to be home during the cleaning?

Most of our customers are not at home when we clean.  If you prefer to be at home while it is being cleaned, we will be happy to work around you. We do ask that you not clean alongside your cleaners, as it is a bit disruptive to our cleaning methods and makes for a less efficient cleaning. If you will not be home at the time of your cleaning, we can work that out in several ways.  Some customers give us a code to enter the house through a garage door.  Many customers supply us with a spare key to their home. (For security, all keys are coded with a numeric code and kept in a locked key safe when not in use. Only our office staff has access to our key codes). Some customers place a key in a certain location – under the back doormat, in a mailbox, etc. You can also purchase a lockbox (like the ones that real estate agents use, available in hardware stores or through the internet) and leave the key in it on your scheduled cleaning day.

What happens if my cleaning falls on a holiday?

We do not clean on the following holidays when they fall on a weekday:

  • New Year’s Day (January 1)
  • Memorial Day (Last Monday in May)
  • Independence Day (July 4)
  • Thanksgiving Day (Last Thursday in November)
  • Christmas Day (December 25)

We will phone or email you the week before a cleaning visit that falls on a holiday, to schedule your cleaning at an available time that is convenient for you.

Are you insured?

Yes, we are insured and bonded.

What are your hours?

Our office hours are Mondays through Fridays 8 a.m. – 4:00 p.m. The arrival time for the first clean of the day is 8:30 a.m.  Arrival time for the second cleaning of the day generally falls between the hours of 11 a.m. and 2 p.m.  We do have some Saturday cleanings available on an on-call basis. Because we do not have full staff availability on Saturdays, we ask that, if you need a Saturday cleaning, to please contact the office two weeks in advance to schedule. If you’d like to be at home during the cleaning, or to let the cleaner(s) in, we will make every effort to accommodate your schedule.

Will the same cleaning technician be cleaning my home every time?

We assign one housecleaning technician to your home so that your home is cleaned by the same maid consistently – we’ve found that makes for a more personalized housecleaning experience.  If your assigned housecleaning technician  is on vacation, or ill, we will send another experienced housecleaning technician who can step into their shoes for the day.  (We fully document your household cleaning needs and setup on our work orders, so that any senior cleaner that we send will do the same work in your home that your regularly assigned cleaner does.)  Our Field Manager and Home Checkers also conduct pop-up “White Glove” inspections now and then at the tail end of your cleaning, to ensure that we are consistently giving you our highest level of service and that the same detail and care is shown to your home each and every time.

Do I need to provide supplies?

You don’t need to provide anything for us to use, except for a toilet brush (for sanitary reasons we do not bring them with us). We bring our own supplies and HEPA filtration vacuum cleaners, and we use eco-friendly products wherever possible. Each home we clean has fresh set of microfiber towels and mop heads. If you’d like us to use a specific cleaning product that you have on hand, please let our office know and we will be happy to note that on your cleaning checklist.

Call Us Now To Schedule A Free Estimate: 203.647.0383