The amount of time it takes to clean is very much specific to the home itself and the depth of the cleaning.  Size, service package, and especially condition of your home create a great disparity among cleaning times.  However, a very rough estimate for 2 cleaners would be:

Smaller: Studio – 2 bedrooms, 1 bath (single floor)

2-3 hours for Silver

3-4 for Gold

4-6 for Platinum

Larger: 3+ bedrooms (or office spaces), 2+ bath, multiple floors

3-4 hours for Silver

4-5.5 for Gold

5.5- 7 for Platinum

I want to know how much my total will be prior to the cleaning.  Is that possible?

You may set a time limit ahead of time.  If you let us know how much time you can allow, we will work with you on what is reasonable to accomplish in that frame.  Please note that if you choose this option, we cannot guarantee that all items in your service package will be completed.  Therefore, we ask that you provide us with a list of your top priorities in order to serve you best.

Are there ways to cut down on the time the cleaning will take?

Yes!  First, reduce clutter.  We do organize, but only to a certain extent.  If we have to pick up toys, detangle a mass of jewelry, hand wash a heaping stack of dishes, or fold laundry, it will significantly add onto your clean time.  (It’s worth mentioning too, that we have a policy about clutter – if there is too much, we will simply have to work around it.  Please allow our cleaners to clean!) 

There are also several services that we offer that you may (and many do) choose to skip and/or take care of prior to our arrival such as: unloading/loading the dishwasher (or hand washing dishes), making beds, gathering trash and recycling, arranging/organizing, etc.

Can I expect you to arrive at the scheduled time?

When we arrange a time, we do our very best to account for traffic, other appointments, and so on.  If your appointment is in the morning (the first of the day), it is likely that they will be right on the mark.  However, appointments later in the day rely on the earlier appointments going precisely according to schedule.  That’s why we typically offer a window of time – about ½ hour, to allow for the unpredictable.  As a regular client, you can expect us to arrive at the same time on a regular basis (unless we hold a key for flexibility). 

Do I have to be home for the duration of the cleaning?

No.  Unless you arrange ahead of time to drop off a key with us, you will need to be home to allow entry, meet the crew, and do a walk through if desired.   At the end of the cleaning, we prefer that you are home to make sure that you are satisfied and to make payment. 

When do I pay?

Payment is due the day of service without exception.  If you will not be home at the end of the cleaning, please let us know in advance.  We will charge you based on a time estimate and you can pay prior to the cleaning.  If we go overtime, we will bill you immediately for the remainder.  If it takes less time, we will reimburse you or issue a credit for your next cleaning. 

Should I tip?  If so, how much?

Tipping is at your discretion completely.  If you were pleased with their work, it is a kind (and very much appreciated) gesture.  Should you decide to tip, again, it is up to you as to how much.  As an average, 10% of the total service fee is pretty typical – 5% to each cleaner.    

Do I need to provide cleaning supplies for the staff?

No.  We only use our own materials and tools.  We do not use any chemical products and we ask that you not provide our cleaners with them.  If you have a special request, please be sure to discuss it prior to the cleaning so we can give our staff approval.  We also bring our own vacuum cleaners, mops, microfiber cleaning clothes, sponges, brushes, trash bags and step ladder if necessary.   

What if I’m not pleased with the service?

If you are not satisfied with the cleaning, please contact us immediately.  We have a 100% service guarantee.  Please keep in mind that if you notice something, you must report it within 24 hours so that we can return to your home to resolve any and all issues as soon as possible (perhaps even the same day) at no additional charge to you.  We cannot hold this offer for too long because after a day or two, it becomes more difficult to differentiate between what was not cleaned as it should have been in the first place, and what has been soiled since the cleaning. 

Can I negotiate a discount or refund in lieu of the 100% service guarantee?

No, we don’t offer refunds or reimbursements for services rendered.  Our cleaners have already labored and of course, will be paid for their hard work.  Products have been depleted and gas has been exhausted.  Please take advantage of our service offer and know that we intend to do everything in our power to fix any problems and leave you satisfied.

Are there any circumstances where you wouldn’t honor the service guarantee? 

There are only a few uncommon scenarios in which we wouldn’t be able to honor our service guarantee.  Too much time passed: if a week goes by without word and all of a sudden nothing about the cleaning went right, we cannot return to fix things, because there is no way to tell what’s still dirty, and what has been re-dirtied .  Again, please be prompt about feedback on your cleaning—in turn, we promise a speedy remedy.

Duties not accomplished/not to satisfaction were not in the service package in the first place.  For example, if you choose the Silver package, baseboards aren’t included (unless, of course, we had agreed in advance to add on this service).  We will not come back to clean your baseboards.

Our cleaners were forced to leave your property due to harm or threats imposed upon them.

Client refuses to pay.  This has never happened to date and almost goes without saying.  If you don’t pay for the service in the first place, we don’t owe you anything.  (In fact, this is considered theft and we will have to handle it on a legal level.)

What services do you offer?

We offer three levels of cleaning: Silver (basic), Gold (intensive), and Platinum (deep).   For detailed information, please check out the Services page.  

What if none of the packages suit my particular needs?

Our packages are designed to eliminate the guesswork for what services you will receive.  However, we understand that everyone has different priorities.  You are more than welcome to adapt our packages and/or submit special requests.

What services don’t you offer?

As housekeepers, we don’t tackle tasks that we believe are better left to a professional in that particular field.  Therefore, we don’t do exterior windows (only interior), carpet cleaning (besides vacuuming), floor waxing or yard clean up.  In addition, we don’t do laundry.

My home is very disorganized – can you help me with this?

Yes and no.  Even our most basic cleaning package includes arranging and organizing.  This is considered a straightening of sorts – books in an even line on the shelf, magazines and papers in a neat pile, bottles in a line on your bathroom or kitchen shelf, etc.  However, we do have a policy about clutter.  We don’t want to waste time picking up toys off the floor, sorting through drawers, or folding large piles of laundry.  Therefore, we ask for your cooperation in ‘de-cluttering’ whenever possible, so our cleaners can really get down to it!

I have a lot of valuables and breakables in my home – should I be concerned?

No – we are quite used to traversing homes with Venetian plaster walls, China cabinets and vase collections with the utmost care.  That being said, we do ask for your protection and ours that you remove or direct us not to clean anything that is particularly fragile, breakable or sentimental to avoid incident.  When in doubt, we will not clean it (unless specifically requested).  We also do not clean plasma or flat screen TV or computer screens as even a small amount of moisture or pressure can cause damage. 

What happens if something is broken in my home?

As we are insured, we will pay in full for necessary replacements or repairs.  Our staff is required to report such incidents to management and we will in turn contact you immediately. If you are home, you may call us to expedite the process.  Please note that these and all concerns are to be directed to management, not to the cleaners.

What if I don’t notice until long after the cleaners are gone that something has been damaged?

Unfortunately, we cannot take responsibility for damage discovered more than 24 hours after the cleaning.  Rest assured that we will report all damage/breakage that we are aware of.  After more than about a day, it becomes more difficult to define when the damage occurred, so please be prompt. 

I was happy with the first cleaning and would like regular service.  How should I set this up?

Simply call or email management and we will discuss with you how often you need cleanings and prices. 

How much does regular service cost?

We charge a flat rate for regular service, which is calculated by the package you choose, the time it takes to clean on a regular basis, the frequency of service (weekly, biweekly, monthly) and the condition of the home.  The rates go up with longer intervals between cleanings, as more time and maintenance is inevitably required. 

Once my flat rate is established, can I expect it to stay the same indefinitely?

No, but you can count on us giving you notice (at least 7 days) if alterations need to be made.  We always keep track of how long it takes to clean and if we notice that it takes significantly less or more time than expected on a regular basis, we will adjust the price accordingly.  And, of course, if you switch the frequency of visits or the service package, or if some condition changes in your home (any of which would affect the clean time), you can expect us to reevaluate your rates.  

Is it possible to just call when I need a cleaning, rather than set up a set schedule?

Yes, you may call us when you are ready for your next cleaning.  We advise, however, that you give us at least 2 days in advance to fit you in, and if you do call last minute, be flexible with your time of day.  Also, keep in mind that your price will vary depending on the time between cleanings.

If I need add-on services to my regular cleaning, do I need to let you know in advance?

Yes, please submit requests at least one day before your scheduled cleaning, but preferably sooner.  We base our schedule around your average clean time, which naturally will be altered if we are required to take on extra projects. 

How do you charge for additional services?

We charge hourly for extra services because, as with the house itself, the condition of the item will significantly affect how long it takes to clean.  For example, some refrigerator interiors simply need a quick wipe down of the shelves and drawers, while others require being completely taken apart – ancient food items tossed, hot water wash, the works.  It could take anywhere from 15 min to more than one hour, depending. 

Do I need to provide a set of keys for your staff?

You are not required to allow us access to your home while you are away.  However, it is preferable for convenience and flexibility for you and our schedule.  We do hold hundreds of keys, which are kept in a secured location (we also do not keep a list of addresses with the keys, for added protection).  Your keys are only provided to our trusted cleaners on your cleaning day and returned to the office at the end of the day.  All of our staff members have successfully passed background checks for your peace of mind.   

What if I don’t need a scheduled cleaning?

Please contact our staff at least 48 hours before your scheduled cleaning to cancel or reschedule.  Note that if we don’t receive ample notice (particularly same day cancellations), we have to charge a fee – up to but not exceeding the regular price of service.  This is due to the loss of another potential client, as well as gas and labor costs.  

What if my scheduled cleaning falls on a holiday?

If your regular appointment happens to fall on a holiday (or any day that we are not providing service) we will contact you to reschedule or skip.  We are closed for most national holidays, but if you are in doubt, simply check in with us. 

Can I expect the same cleaners every time?

For familiarity and efficiency sake, we do try to send the same cleaners (or at least one member of the team) to your house for each visit.  However, we do not guarantee the exact same team every time for a couple of reasons.  For one, unpredictability: scheduling conflicts, employee absence or tardiness, etc.  Also, we have found that it is to your benefit to occasionally switch up the teams to have a new pair of eyes.  This helps decreases the risk of the commonly feared decline in service and quality. 

Do you ever refuse to take a job?

As this is the service industry, we do reserve the right to refuse service to anyone, but in actuality we rarely do.  Possible reasons to refuse (or discontinue) service:

Unrealistic expectations.  Some people simply want to get too much for the least possible amount of money. 

Continued dissatisfaction: if we cannot seem to make you happy no matter how many times we send new teams, and come back to fix ‘problems’, and make allowances for going overtime, there is no reason for us to waste any more of your or our time. 

As a side note, it is of course, your right as the customer to discontinue service at any time as well. 

I have pets.  Is it okay for them to remain home for the cleaning?

Yes, but with certain courtesies in mind.  Please be aware of whether their presence is hindering the cleaners.  For example, when they are ready to mop, it would be best for you to keep your pets (esp. cats, dogs) briefly detained so they don’t have to redo areas with paw prints. 

Keep in mind that due to the health hazard, we do not clean pet waste, including litter boxes and kennels.  Please remove these prior to the cleaning if you need the area around them cleaned. 

Of course, there is no danger posed to your pets by our staff or cleaning products.