Professional. Affordable. Home Cleaning.
Frequently Asked Questions (FAQ)
Pricing & Policies
What is your 100% satisfaction guarantee policy?
We offer a 100% satisfaction guarantee on our cleanings. If something is not up to standard, we will return no later than 7 days to re-clean the item for free.
What is your refund policy?
We typically do not provide refunds. However, we will be happy to come out and clean any items that do not meet our quality standards.
Why do you need my credit card information to redeem a voucher?
A voucher may not cover all cost associated with a cleaning. This is why we require a credit card when redeeming a voucher to cover any additional cost.
Are there any extra fees I should be aware of?
– There is a $10 fee for each 15 minutes we are required to wait; up to 30 minutes. After this, an appointment may be rescheduled.
– A trip charge of $10-$15 may be assessed if you are outside of our service area. This is to offset the additional gas/time.
– Adding standard or non-standard (approved items) requested at time of service will incur additional fees.
– Specialty cleaning products requested will incur additional cost. (product cost + application time)
– Cancellations less than 24 hours is $25 fee to offset being able to fill your spot.
– There is a $45 fee for no-show, no-entry, rescheduling, or cancelling same day.
– Quotes cover 2.5 hours (or less); additional hours are billed at $25.
– Excessive trash removal $10 per bag. Incurred after 3 bags.
What if I am not satisfied with the cleaning?
Customer satisfaction and quality is extremely important to us. If we ever fail to provide the level of service you deserve, contact us right away and we will reschedule a re-clean on the specific items within 7 days of your initial clean. After 7 days, we can longer provide a re-clean.
Do you charge for additional time?
Yes, quotes cover you for up to 2.5 hours (or less) of cleaning. Additional hours are billed at $25 per hour to cover labor and materials. In some situations, if your home is in challenging condition we may need additional time to complete the cleaning. We will call or notify you if this occurs. In other situations, if a home is in disrepair, we may not be able to finish in one appointment and may need to schedule additional appointments to bring the home into order.
Want to pay with a check or cash – what is the procedure?
All accounts are required to have a credit card on file for payment. However, if you wish to pay with check or cash, just let our office know so we can mark your account paid. Payment can be made directly to the cleaner -or- if not at home, in a sealed envelope with company name written on the outside.
How do you base your quotes > hourly -or- by size?
We base all quotes on the size of your home -not- hourly. We estimate additionally the type of clean, location, and current condition. We do not provide hourly rates. Normal quotes cover 2.5 hours or less. Additional hours are $25 as needed. A cleaner may leave within this time if the job is complete and satisfactory.
Are you required to charge tax on services?
Is there a penalty if I skip an appointment?
There is no penalty if you skip an occasional appointment. There is an increased cost for an appointment if you go too long between cleanings. This is to cover the additional time required to bring the home back into order. The prices are as follows: [Between Appointments] 4 Weeks (15%), 5 Weeks (20%), 6 Weeks (25%), 7 Weeks (30%), 8 Weeks (35%) – If longer than 8 weeks then a deep clean may be assessed depending on the home condition.
Is there a minimum charge to come out?
Yes, Even if the work being performed is something simple requiring only a few minutes time, we still have a minimum service charge of $45 (in-town) and $65 (out-town) to cover for gas, travel time, labor, and chemical.
Will I be required to sign a contract?
No. At this time we do not require a signed contract. Many companies in the industry will have a customer sign a contract locking them into a set number of cleanings; thereby holding a customer “hostage” until their contract expires regardless of the quality. Our philosophy is to provide our customers with excellent service so they will want to stay with us.
What forms of payment do you accept?
We accept all major credit cards (Amex, Visa, MasterCard) as well as checks or cash. We offer 5% discount if you would like to pay with cash.
Why do you charge a same day $45 cancellation fee?
When a customer cancels an appointment same day we charge a cancellation fee of $45 – We use this fee to offset the expenses the maid incurs in time, gas, and wait time until the next appointment. Additionally, there is also an opportunity loss for not being able to fill the cancelled time slot.
Can I exchange phone numbers with my cleaner?
No, we have a strict policy on cleaners and customers communicating with one another. Any communication must be done through the office.
Trust & Safety
Can I trust my cleaning professional?
All of our cleaners are vetted, background checked, and personally interviewed prior to being hired. We are very selective of the individuals we hire. We look for individuals that have the right mix of skills, attitude, trustworthiness, and honesty. Unlike many companies, we are very selective and hire slowly.
Is my billing information kept safe and secure?
Your billing information resides with Stripe our payment processor. It is transmitted via SSL (Secure Socket Layer) and is encrypted for your protection. Stripe uses all safety precautions to safeguard customer data and is regulated by the same procedures as those imposed on bank and credit card companies. Our company does not have access to your billing information.
Do the cleaning professionals go through a background check?
All of our professionals are hand picked and vetted with background checks and in person interviews.
Are you bonded and insured?
Yes we are. We can provide documentation upon request. A bond is an insurance policy covering theft. The policy is payable upon conviction.
Appointment
Can I request special tasks or extras?
You may request special task at the time of service if they are minor and covered within the scope of the cleaning. General rule is if it takes only a few minutes we will try to accommodate. If it is an “extra” service not included with your clean it is recommended to add to your booking prior to your appointment.
What happens if something goes wrong during my appointment?
Typically nothing goes wrong. However, if there are any issues when we arrive or during the appointment we will immediately call you.
Do I need to provide any cleaning supplies or equipment?
No. We provide all basic cleaning supplies and equipment.
Can I request a special cleaner to be used?
Yes. You can leave the requested product out and we will be happy to use it as requested. Please call our office with your special requests and instruction before the date of your service so we can instruct our cleaning associates properly. Please be aware that we cannot guarantee a cleaning using third party products. Not all products provide the same level of clean.
Do I need to leave instructions for the cleaners?
No. When you schedule your appointment online you may use the notes section during the booking process to add important information regarding your home, pets or special requests you may have. You may also update these notes in your online account as needed.
I have high ceilings will you be able to reach them?
We only clean items that are within immediate reach using a small step ladder. For instances where a home has high ceilings, you must provide a ladder for us to use. Our cleaners will clean as much as possible using your ladder; but only to the extent that they feel safe doing so. If the height is too great, ladder unstable, or outside the cleaners reach; they may decline for safety reasons.
How many people will be sent to my home?
Generally 1-2 people depending on the size or intensity of the job. Larger crews are put together depending on type of clean and difficulty.
Do you provide same day service?
Yes, and No. Call the office directly before 9am. If we have an open time slot it may be possible to fit you in as long as we have flexibility on arrival time.
Is there a cutoff time for next day appointments?
Yes. All next day appointments need to be scheduled by 5pm the evening before. After 5pm, the next days schedule is sent out and additions are not possible.
When will you arrive to my appointment?
We have three appointment slots per day 9/12/3 (am/pm). Please allow time for your cleaner to arrive: 9-11 // 11-1 // 1-3 (am/pm). You may call for an updated ETA if you need to leave your home for a short period of time. We sometimes encounter delays such as traffic, weather conditions, accidents, job overrun; but will try our best to arrive on time.
Do I need to do anything prior to my appointment?
– Trash: Please remove excessive trash such as (i.e. empty boxes, shopping bags, water bottles/cans) off of floor and place into bags. We will remove up to (+2) bags of trash. Additional bags of trash are billed at $10 per bag.
– Animals: Please ensure that all animals are caged and not loose. We love animals and small friendly dogs and cats. If a cleaner feels threatened by an animal she will not clean your home.
– Move In/Out: Please ensure all items are removed from the home prior to the cleaning. We do not pack or remove items from shelves, floors, drawers, cabinets, garage, patio, or hangers.
– Laundry: Please pick up all items from floor and place into laundry basket. This will avoid us mistaking clean clothes as dirty.
– Dishes: We wash up to (+15) dishes not including silverware. Place extra items into the dishwasher.
What if I need to skip, cancel, or reschedule an appointment?
Just call us or update the appointment in your online account. You may make changes up to 5pm the evening before without incurring a charge. After 5pm evening before there is a $25 charge; and same day there is a $45 charge.
Is there a time limit for my appointment?
Yes. Quotes cover up to 2.5 hours (or less) with 1-2 cleaners. Depending on the condition and size of your home, additional time or appointments may be required. Additional hours are billed at $25.
Why is it important to report the correct size of my home?
So we can know how to properly staff the job. If we understaff a job we stand the chance of producing poor quality. If we overstaff a job we raise our expenses which then affects our ability to offer low prices to our customers.
What do I do with my indoor pets?
We love animals! However, for the safety of our cleaners and for the animals potential exposure to chemicals; we ask that any large animals be separated during the cleaning process. Small friendly pets are welcome to help!
What if my home has excessive clutter?
If your home has excessive clutter; it will slow the cleaners ability to clean. If possible, please remove all non-essential items from floors, kitchen + bathroom counters. We will try our best to clean around items we encounter.
Do you provide partial cleans?
No. We do not provide partial cleanings due to the inability to properly estimate the square footage of the areas to be cleaned. We can however offer an hourly rate with 1-2 maids at $70 per hour for a maximum of 3 hours.
I am running late to my appointment – will my cleaner wait for me?
Cleaners can wait a maximum of 30 minutes for you to arrive. However, there is a $10 charge for each 15 minutes of wait time. After 30 minutes your appointment may need to be rescheduled.
There is no electricity or water – can you clean my home?
We require electric for vacuuming and visibility of cleaning. We require water for mopping + cleaning showers + toilets + sinks. We can attempt to clean without water or electric but cannot guarantee the job.
I am moving in/out of my home – is there anything I need to do?
If you are moving in/out the home be completely vacant of all belongings. There should not be any belongings in the kitchen cabinets + pantry, refrigerator, bathroom cabinets + drawers, or stacked in boxes/piles on the floor or in closets. If you have a garage, these items may be stored until the cleaning is complete.
Will you move my furniture during the cleaning?
We do not move heavy furniture during the cleaning process. It increases the chance of scratching the floor, breakage, or damage to the furniture. We will move light furniture that is portable to clean under as needed.
Can I request a specific team?
You may request a specific team to clean you home. However, we can only assign based on their availability. We always try to accommodate customer request when possible.
Do you offer evening appointments?
At this time, we do not offer evening appointments. Appointments are available during our normal business hours.
What is the largest size home you can clean?
The maximum size home we can support is 3500 square feet (or less) with a maximum of 5/beds and 4/baths. The booking form will only support these options.
Can you clean my window tracks?
No. We do not clean window tracks as it falls outside the normal scope of cleaning.
Will you remove adhesive items from mirrors, walls, or doors?
We do not remove items such as stickers, tape, Velcro, (or similar) from walls, doors, mirrors, windows, wall plates, or floors. Removing can lead to possible damage.
My home has been renovated – can you clean?
Post construction cleanup or renovation cleans are different than normal cleans. If you have had your floors, walls, countertops, cabinets replaced; or if you have had your home painted; or room additions; we will need to quote you based on your specific needs. Please call our office to discuss with a representative.
I need the inside of my cabinets cleaned – can you do this?
We generally clean inside of cabinets during a move in/out clean. If you are currently residing in the home; and would like the inside of your cabinets cleaned; you must remove all items from within and place in an area we will not be cleaning prior to our arrival. You may add cleaning outside of cabinets to any regular clean if you choose.
My shower has hard water stains – can you remove them?
Hard water stains typically build up on shower glass and can be difficult to impossible to remove. We will try our best, and in many cases we can have great results; but we cannot guarantee every situation.
There is mold in the caulking of my shower – can you remove it?
Caulking is used to seal inside tub and shower joints and comes in clear or white versions. If mold has penetrated into the caulking (white version); or behind the caulking (clear version); there is no way to remove this. You would need to remove the caulking and replace it in order to remedy.
What method do you use to clean baseboards?
There are three different methods for cleaning baseboards depending on the severity and condition.
1. If the dust is lightly sitting on top of the baseboards and not impacted, we would use a broom or duster to remove.
2. If the dust is impacted into the baseboards, we may attempt to wet wipe the baseboards by hand (using water) if the condition is within reason.
3. If the baseboards have impacted dust or stains (pet urine) from years on negligence; we may be required to hand scrub them using a solution of bleach and soap.
Are you responsible for items left in home during a move-out clean?
No. The home should be completely empty prior to our arrival. Do not leave any items in the home as they will be considered trash and thrown away. We are not responsible for any items missing or thrown away. If you are still in the process of moving, it is best to wait until you are completely moved out of the home before scheduling service. Cleaning items such as mops, brooms, or chemicals, will be assumed and used for the cleaning and discarded afterwards.
I am moving out – do you pack or move furniture?
No. We do not pack belongings or move furniture. If you are moving out, you need to remove all personal belongings: packing boxes, furniture, excessive trash, from appliances (dishwasher, washer + dryer, refrigerator), cabinets + drawers + shelves. All surface areas (floors, counters, shelves) must be free and clear.
I have area rugs – can you clean them?
We do offer rug cleaning for standard rugs. Some can be cleaned on-site; others depending on the condition may need to be removed and cleaned off-site. If this is something you are considering, contact us with the measurements and type of rugs for a custom quote.
We are still moving out – can you wait for us?
Typically, we can wait 15-30 minutes max which is billed at $10 per each 15 minutes. We cannot wait longer than this as it will impact the next customer. If you have scheduled movers prior to our arrival; typically they do not arrive or finish on time. It is best to schedule your cleaning on a separate day. We may have to reschedule your appointment if this occurs.
I wont be at home – can I leave a key?
Yes, you may leave a key under the mat, flower pot, in a lockbox, or other agreed upon location. This is the preferred method. You may also provide us with a key for regular service. Any keys we keep are stored in our safe and checked out on the date of service. Please note that if we have a key we will arrive anytime during the hours of 9-5. If there is a specific time you would like us not to come, please let us know. Additionally, please cage any large animals before our arrival. If a maid feels unsafe she may not enter and your appointment will be rescheduled.
Will you remove your shoes while in my home?
No, our team members are required to wear non-slip shoes while cleaning. This is due to our insurance coverage and limiting the possibility of a slip or fall while cleaning wet areas such as tubs, showers, or floors. If you would like to provide non-slip water proof booties to wear during the cleaning; please provide two pair for the cleaners upon arrival.
Am I required to tip my cleaner?
No. Industry wise it is normal to tip a cleaner 5%-15% of the quote; however there is no requirement and tipping is optional.
Do you service outside areas?
Yes, we service outside areas such as Sugarland, Missouri City, Stafford, Katy, Pearland, and others. Check with our office for exact availability. We have 3 appointment slots per day (9am, 12pm, 3pm). Appointments in outside areas are required to be scheduled for 9am (if one appointment – same area); or 9am and 12pm (if two appointments – same area) – We do not accept 3pm appointments for outside areas.
If I reschedule my appointment – can I get the same day?
Yes and No. If possible we will reschedule for the same day of the week; however there is no guarantee as rescheduling sometimes conflicts with existing customer appointments.
Can you clean my fridge?
Fridge cleaning may be added to any regular or deep cleaning as an add on. On move out cleanings it is included as part of the cleaning. If you ordered a regular or deep clean and the fridge has food inside, we will remove the food temporarily to clean the shelves and then return the items afterwards. For move out cleanings all items must be removed from the fridge prior to our arrival. If food is present in the fridge on arrival we will contact you to confirm how you want these items handled. If you are planning on returning for the items later please let us know prior to your appointment. We are not responsible for items left in the fridge during a move out clean.
I am washing my bed linen – will you wait for them to dry?
All bed linen (fitted + sheets + pillowcases) needs to be washed & dried prior to our arrival. Place on the corner of each bed that needs to be made. We include +1 bed for a regular clean. Additional beds may be added to your appointment for a nominal fee. We will not wait for a washer/dryer to finish.
What are the limits for laundry service?
You may add laundry service to any appointment. We will wash/dry/fold a maximum of one medium size basket of laundry (not over flowing). Laundry is a case-by-case decision based on size of the home and time permitted. Please call us to discuss.
What are the rules for cleaning out an office fridge?
2. Throw any moldy food items away.
3. Throw any expired (check dates) food items away.
4. Throw food away in Tupperware containers. Wash containers.
5. Keep sealed unopened products.
Do I need to be home for my appointment?
No, you do not need to be home for your appointment. If you like, you can provide us with one of the following methods of entry (i.e. door code, lockbox, key, permission w/ office) – We will use this to gain entry. Once done, we will repeat the process and secure your home before leaving.
Will you pick up or remove pet urine/poop on carpet or floors?
No, we cannot remove items from carpet such as pet urine, dog/cat poop, vomit, or other such things as this could pose a health risk to our cleaners. We recommend picking up these items prior to your appointment. If the items are left, we will vacuum around the items.
I have metal or plastic blinds – will you dust them?
We do not dust metal or plastic thin slit blinds – these tend to bend or damage easily and require replacement. We do dust solid or faux wood blinds – but do not wet wipe any blinds.
I have a large home – can I schedule late in the day?
No. Homes that are 3000 sq ft (or more) must be scheduled for a 9am -or- 12pm timeslot. We have found that if a large home is scheduled late in the day – the quality may suffer due to the maids being overworked. For this reason, we schedule large homes early during the day – and small apartments or homes later in the day. In this way we balance out the work load and avoid any sacrifice in quality.
I need to reschedule my appointment – can I get the same day and time?
If there is availability on the day you would like to reschedule we can move your appointment but cannot guarantee the original time due to pre-existing appointments. In no availability exist on the selected reschedule date we will provide optional dates to choose from.
I need to reschedule my appointment – Can you guarantee the same day or time?
We understand sometimes an appointment may need to be rescheduled. When rescheduling we will try our best to keep the same day/time as the original appointment. However, in some cases we are unable to guarantee this due to existing appointments or current availability. You may use the booking form online to check real time availability for dates/times before rescheduling an appointment.
Can I provide my own cleaning products?
Yes, you are welcome to provide your own cleaning products. Just leave a note on each product as to purpose and where you would like it used. We cannot guarantee a job using third party cleaning products. Some specialty cleaning products such as (Bona Floor Cleaner, Quick Shine, etc.) may incur additional charges due to the time involved in the application thereof.
Do you remove paint from floors + cabinets + sinks + tubs + toilets?
If your home has been recently painted there may be paint droplets or residue left over on cabinets or floors. In addition, some painters will wash their brushes in sinks, tubs, or pour paint down toilets. We do not remove paint – this is the responsibly of the painter to remove prior to our arrival.
I am having work done on my home – can you clean it?
We do not clean homes that are in multiple stages of renovation (i.e. Replacing Floors + Sinks + Toilets + Cabinets + Painting + Plumbing + Countertops + Sheetrock. All contractors must be completely finished with their work and have cleaned behind themselves prior to our arrival. The cleaning must be scheduled last as to avoid rework. We cannot provide a guarantee or a re-clean if contractors are still entering the property.
Cleaning
What’s included in a regular clean?
+ dishes (+15), stove top, microwave (inside/outside), sinks, vacuuming, toilets, showers, tubs, sweeping, mopping, mirrors, glass, trash, countertops, wiping appliances/electronics, outside fridge, making beds (+1), and basic pickup.
What’s included in a deep clean?
+ dishes (+15), stove top, microwave (inside/outside), sinks, vacuuming, toilets, showers, tubs, sweeping, mopping, mirrors, glass, trash, countertops, wiping appliances/electronics, outside fridge, making beds (+1), and basic pickup.
What’s included in a move in/out clean?
Gift Cards & Promotions
Can I apply a coupon to an existing appointment?
You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointments that have already been completed.
Why are vouchers for first time customer only?
We give special deals for first time customers to give incentive to sign up for regular service. Our special promotions are for new customers only.
I bought a voucher and you do not service my area, what should I do?
Please contact our office and we will coordinate with you on available options.
Why do you need my credit card information to redeem a voucher?
A voucher may not cover all cost associated with a cleaning. This is why we require a credit card when redeeming a voucher to cover any additional cost.
Getting Started
How do I create an account?
You may create an account by completing the booking process and giving your personal information including email and creating a password. Once you have done this, you will be able to login to your account and manage your booking details.
Do you service my area?
We are continually expanding our service area. When you book online you will be asked to enter your zip code for verification. If you are not within our current service area the system will alert you at that time. We are currently servicing all major areas in the Houston and surrounding areas including: 610, Sugarland, Missouri City, Richmond, Heights, Bellaire, Galleria, Westheimer, Kirby, Downtown, Midtown, Uptown, Katy, Jersey Village. We are currently not servicing Woodlands, Humble, Conroe, Pasadena, Fulshear*, Tomball, Rosenburg, Friendswood, League City, Galveston. (*limited availability)
How much will it cost?
Cost is calculated automatically for you using the online booking form. Select the number of beds and baths you have, any extra services you would like to add, and the size (sqft) of your home. A quote with tax will automatically be generated for you. If you have any discounts or voucher codes these may also be applied during the booking process.
Do you bring your own cleaning supplies and equipment?
We bring all of the cleaning supplies and equipment. We make it easy for you!
How do I book my first appointment?
Booking can be accomplish through our website using any mobile device and clicking on the “Schedule an Appointment” button on the main page. You will be presented with a booking form. Just enter your property address, services desired, payment, and requested date/time of service.
What are your company’s hours of operation?
Service is available Monday thru Saturday, 9:00am to 5:00pm. Office Hours are 9:00am to 5:00pm. We are closed on Sundays.
Will you verify the size of my home?
Yes, in order to give accurate quotes we verify the size of your home with property records. Quotes may be adjusted if the size reported does not match.
How do I know if you service my area?
We use a zip code database in our online booking system to calculate whether or not we service your area. When you book online it will either allow or disallow the booking to occur. If you are unsure, call us to discuss. In some cases we may only service part of a zip code due to the immense size some zip codes cover.
Account Management
How do I log into my account?
You may choose “LOGIN” from the top menu. You will be presented with a login screen. Use the username and password you created during your initial booking.
How do I change my password?
You may change your password by logging into your online account.
How do I reset my password?
You may reset your password by logging into your online account.
How do I change my address?
You may change your service address by logging into your customer account and updating your appointment.
How do I change my credit card?
You may update your credit card by logging into your online account and updating.
How do I use my credits?
You may redeem your credits by logging into your online account.
How can I view my credits?
You may view your credits earned by logging into your online account.
How do I pay for my service?
We accept Visa, MasterCard, American Express and Discover Card. Payment is due on the day of your service. If paying with check or cash please provide payment to your cleaner upon arrival. If absent, leave payment on the kitchen counter made payable to the company. There is a 5% discount if paying cash. Please call our office so we can adjust your quote and mark your account paid. If a payment is declined you will be contacted for an updated method of payment. There is a $25 charge for returned checks.
Entry & Access
How do you get in my home if I am not there?
What if I prefer to not give a key?
You may elect not to provide a key. However, if we are unable to gain access to your home you may be charged a rescheduling, late cancellation, or no-entry fee. All keys are kept in our safe until the day of your appointment and are labeled using a numbering system with no identifying information.
I have an alarm system and won’t be home – what should I do?
There are two type of alarm systems. One, a remote system that can be remotely armed /disarmed from a smart phone or computer.In this case we would text or call you upon arrival to turn the alarm off. After appointment has been completed we will text or call again so you can arm the alarm once more. Two, a standard alarm that uses a keypad physically located within the home. In this case, we ask you to provide the arm and disarm codes to our office prior to your appointment so that we may manually arm or disarm the alarm a needed.
Can I use a lockbox to secure my key?
Yes, just let us know the lockbox code and location of the lockbox prior to the appointment so we can gain entry.
What if you cannot gain entry into my home?
We will try multiple ways to reach you to gain access to your home. If we are unable to reach you, the cleaner will wait for a maximum of 30 minutes before leaving to their next appointment. You will be charged a $45 no-entry fee to cover for time and gas.