Frequently asked questions
How long will my cleaning take?
We typically give ESTIMATES based on our in-home review. It depends on your personal cleaning style and routine, the size of the house, number of pets, tasks to be completed and the state of the house before and between cleans. Our average first time clean takes about 9 - 10 hours (@ $35/hr) and our average follow up cleans take about 6-7 hours (@ $30/hr).
Who will be doing my clean?
Your clean will be performed by Amanda, Adrienne, Chase, Liz, and Kate, with a chance that Mr. Nick might be joining us as well. Rest assured you will always have the same cleaners who are familiar with your house and know the routine.
How do you charge for your sessions?
We charge for the total amount of hours it takes to complete your session, which is per hour per person. For example, lets say I quoted you 9 hours for your first time clean, you would pay $315 and your clean will take 3 hours with 3 cleaners. ( 3 cleaners x 3 hours= 9 woman hours total)
What don't you do?
- We don't do any exterior tasks, such as lawn care.
- We don't typically move heavy furniture to vacuum, unless otherwise asked and furniture sliders are provided.
- We don't do any moving of boxes, however we will gladly pack them up in an organized fashion to make your move go smoother and help you organize while unpacking.
- We don't pick up or dispose of any animal waste.
- We don't do carpet shampooing or steaming of any kind.
- We don't specialize in interior or exterior window cleaning but we are glad to do what we can safely reach indoors. We will get on a chair to clean windows if necessary but we do not bring or use ladders. We recommend a window cleaning specialist to do this task if you have high windows or need outdoor window cleaning.
- We don't do any kind of home maintenance or repairs, including caulk, drains, tile or grout. We are not specialists in this area, we specialize in standard residential cleaning not physically maintaining a home.
- We don't fix grout or use harmful chemicals to treat, we do what we can within the limits of the natural based Norwex & Encompass line of products.
- We don't use chemicals of any kind to clean, even if it's provided by you. The health and safety of my employees is at risk with every exposure. We are exclusive to our own line of handmade products & the Norwex product line.
- We do not clean when there are cockroaches present.
- We don't do removal of cabinet liners or any adhesive removal.
- We don't say no to any standard or project cleaning tasks, if there is ample time to complete the task and room in the budget.
What is your tipping policy?
Tipping is welcomed, very generous and greatly appreciated, however, it is absolutely not necessary. Tips are split evenly between all employees who worked on your session.
What products do you use?
For our standard cleans, we use the Encompass line, our exclusive blend of handmade products.
For our deep cleans, we use Norwex products such as Descaler + Cleaning Paste.
All products are accompanied by Norwex cloths that clean with just water! So you're getting double the clean!
What ingredients do you use in your products?
We use only the safest, eco friendly and all natural ingredients we can find to make simple cleaning recipes. The main ingredients in the
Encompass line are: Water, Vinegar, Castile Soap, Citric Acid, Xanthan Gum, Salt, Corn Starch and Essential Oils like Orange,
Clove, Spearmint, Lime, Lavender, Bergamot + Rose (pure, undiluted)
If you would like to know ingredients of a specific cleaner due to allergies or sensitivities, please let me know! The option is always there
Do you bring all of your own supplies?
Yes, with the exception of a toilet bowl brush because it would be gross to share something like that! ;-) If you do not have one or we think the one available should be replaced, we will use a clean Norwex Enviro Cloth and we will not reuse that cloth anywhere else in the home, only the inside of the toilet.
We bring fresh, clean, Norwex cloths to every house, along with mops and vacuums for each cleaner so you don't have to worry about a thing!
How do you enter my home?
That is up to you. If you are not present, we can enter via garage code, lock box, key (that we hold on to or you leave somewhere outside), front door code or by leaving the door unlocked. Whatever you are most comfortable with is fine by us!
Do I need to be home when you're cleaning?
No. In fact, most of our clients are not present when we are cleaning. It is actually easier to clean without adding another body in the home unless there is an area that isn’t going to be cleaned that you can hide out in so we can avoid being in your way.
What happens if I am not satisfied with my clean?
We have a 100% satisfaction guarantee! We want all of our clients to be ecstatic about their clean but we are also human and occasionally, things will be missed. There is no such thing as a perfect clean.
If you are not satisfied with you clean, please text Kate immediately with pictures of what was wrong. We will come out ASAP to fix it or we will give you free time on your next clean to make up for it. Your happiness is what drives us to do what we do, so if there is ever anything we could be doing different to better serve you, please let us know!
What is your cancellation policy?
Within 48 hours: $50
Within 24 hours: $75
Within 12 hours or if we arrive and cannot enter the home for any reason: $100
We hate to have to have this strict policy, however, this is a business and we are committing that time to you and turning away other potential clients. Please understand that when you cancel last minute, you are leaving a gap in our day that could have been filled in had we had more notice.
If you cancel within 48 hours three times, we will have to part ways. We need someone we can count on and your standing appointments will be filled with someone off the waiting list who is committed to these cleans.
What is your pet policy?
We love pets! You can leave your pets out and about with the understanding that there will likely be hair or debris left behind due to them walking around. No clean is absolutely perfect anyway!
If your pets have a history of being aggressive or you're worried they might be bothersome and get in our way, please put them away in a kennel or other room.
Do you clean grout?
Our standard clean includes a wipe down of all shower surfaces, including grout. However, if you want it to be scrubbed or scoured, we would have to bump it up to a project clean which adds $5/hr on time spent in the bathroom.
We do offer Mold + Mildew and Descaling Treatments for an additional product charge (on top of the $35/hr rate). Mold + Mildew treatments see best results when we catch it really early or if it is used as a preventative measure. Descaler is our go-to deep cleaning product in the bathroom. It treats soap scum & limescale on fixtures, tubs, sinks, tile, grout and more.
We often see great results, however, we never guarantee that the treatment will completely fix the issue. You will still be responsible for paying the project clean charge as well as the additional product charge, no matter the results. We are not tile + grout specialists and always recommend you see the pros for any issues.
If you are interested in purchasing these Norwex products to do the treatment yourself, you can purchase them at ______
Do you clean windows?
We clean interior windows that we can safely reach. We do not do exterior windows or those that are taller than we can reach while standing on a sturdy chair. We recommend you contact a window specialist for your window cleaning needs.
Are you licensed, bonded + insured?
Yes! We take your trust seriously and want to protect you in the case of an unfortunate event.
You may ask to see our current COI (Certificate of Insurance) at any time!
What is the minimum amount of hours per service?
Some services can be combined to meet our company wide Service Minimum of 4 hours. The only services that cannot be combined are Clean Slate Cleans (1st clean), One Time Cleans and Interior Design Services.