For same-day lockouts or if you are unable to provide parking for the cleaner, a full charge for the scheduled cleaning will apply. However, all cancellation fees can be applied as a credit toward a future cleaning. There will be an additional $15 charge to cover the provider’s gas and time from the previously missed cleaning. If you cancel with less than 24 hours’ notice (excluding same-day cancellations), there is a $50 cancellation fee, which can also be applied as a credit toward a future cleaning.
We offer a money-back guarantee and a 48-hour satisfaction guarantee to ensure your peace of mind. Our providers are thoroughly vetted, tested, recommended, and screened, giving you confidence in their reliability and professionalism. We have a 100% success rate in move-out clean deposit retrievals. Additionally, our service includes multiple checks and balances such as detailed checklists, walkarounds, and a robust notification system to ensure quality and consistency.
We hire San Diego’s top housekeepers, all of whom have a minimum of three years of residential cleaning experience gained through their own businesses, other referral agencies, or established cleaning companies. Our cleaners are background-checked, U.S. citizens, and English-speaking. They are industry veterans who stay updated with the latest and greatest cleaning techniques.
We kindly ask that you maintain a generally organized environment in your home to help our cleaners work efficiently. If clutter obstructs our ability to clean properly (as determined by our provider), you forfeit your eligibility for a refund or a re-clean. However, our providers will still do their very best given the situation. If you need help with decluttering, please give us a call, and we can include that in the cost of the cleaning.
We encourage you to conduct a walk-around with our cleaner both before and after the cleaning session. Please point out any specific areas that need extra attention. If you are not available for a post-clean walk-around, you may forfeit your eligibility for a refund or a re-clean.
We typically provide a two-hour arrival window for each appointment to accommodate any variations in the schedule.
We treat every home with the utmost respect. If something breaks during our service, we’ll do our best to repair or replace the item. Our residential housekeepers are fully insured, so claims can be filed when appropriate.
We understand that perfection is not always possible, which is why we back all of our work with a Satisfaction Guarantee. We’re happy to correct any mistakes at no additional cost to you when you contact us by the end of the next business day following your service.
No, you don’t need to provide any supplies. We bring everything required for the cleaning.
If you need to reschedule, please try to do so within 48 hours of your booking. We do not charge any fees to reschedule, but same-day rescheduling may incur a $15 fee if a provider was already en route or at the appointment.
Yes, we encourage it! Your preferences help us enhance your cleaning experience and ensure complete satisfaction. To make sure your preferences are recorded, we recommend calling us directly. Our friendly office staff will log your needs in your file so you don’t have to repeat them every time we arrive for service.
If the condition of the house is worse than described, the provider will alert their supervisor. We will then negotiate a price adjustment with you to reflect the additional time and effort required for the cleaning.
To prepare for a move-out cleaning, make sure to remove all personal belongings from the property. This includes furniture, decorations, and items in cabinets, closets, and drawers. Defrost and empty the refrigerator and freezer, and disconnect any appliances that will be left behind. These preparations will allow our cleaners to focus entirely on deep cleaning the space, ensuring it is left in pristine condition. If these steps are not completed beforehand, our providers will still clean to the best of their ability, but you will be charged in full and will forfeit the opportunity for any recleans.
Our cleaners will not lift objects over 20 pounds. If you would like areas behind heavy items such as refrigerators, couches, or other furniture cleaned, please ensure these items are moved prior to the cleaning appointment. This will allow our cleaners to thoroughly clean those areas.
We charge a flat rate for house cleanings, which is based on the scope of work and the size of the property. If a cleaner finishes the job quicker than expected, the flat rate still applies. There will be no price adjustment for jobs that take less time than estimated. Q: Why do you charge a flat rate instead of by the hour? A: Charging a flat rate ensures transparency and consistency in pricing. It allows clients to know the cost upfront, regardless of the time it takes to complete the cleaning. This approach also motivates our cleaners to work efficiently while maintaining high standards of quality. Q: What if I believe the cleaning was not thorough because it was completed quickly? A: If you have any concerns about the quality of the cleaning, please contact us immediately. We are committed to ensuring client satisfaction and will address any issues promptly. A thorough inspection and final walkthrough with the client are part of our best practices to ensure the job meets your expectations.
If you have not had a professional clean in the last 2-3 months, we strongly recommend starting with a deep cleaning. This ensures that our standard cleaning can be effective and thorough in maintaining your home’s cleanliness. If you insist on scheduling a standard clean without first receiving a deep clean, please be aware that you forfeit your entitlement to a re-clean or a refund of any amount. Deep cleaning addresses built-up dirt and grime that standard cleaning may not effectively handle, ensuring your home meets our high standards of cleanliness. Q: What if the home is not empty or fully moved out during a move-out/move-in clean? A: For move-out or move-in cleanings, it is essential that the home is empty and fully moved out. If our providers arrive and the home is not empty, they will do their very best to complete the cleaning to the highest possible standard under the circumstances. However, please note that in such cases, you will lose your entitlement to a refund of any amount or a re-clean. An empty home ensures that our team can perform a thorough and efficient clean, meeting the expectations for a move-out/move-in service.
Our professional housecleaning services are designed to keep your home comfortable and clean. We customize services to accommodate your preferences so you never have to worry about paying for a service you don’t need or want.
Services We Do Not Provide:
- Clean Inside of Fireplaces: We do not clean the inside of fireplaces. Clean
- Toys: Toys are not included in our cleaning services.
- Pick Up Clutter: Please ensure clutter is picked up before our arrival. Do
- Laundry: Laundry services are not provided.
- Wash Dishes: We do not wash dishes as part of our cleaning service.
- Clean Carpets: Carpet cleaning is not included.
Special Considerations:
- Mold: Small amounts of pink/orange mildew or darker mold are common and can be cleaned. However, large mold infestations or mold in shower areas and on walls, which can affect air quality, cannot be addressed by our cleaners. We cannot clean rooms heavily affected by mold.
- Weight Limit: For safety reasons, there is a 30 lb. weight limit. Cleaners can move smaller items like dining table chairs and small ottomans. For heavier furniture or appliances, please move them yourself if you want the area underneath cleaned. Extensive Grease or Fire Damage: We do not clean areas affected by extensive grease or fire damage.
- Bodily Fluids and Pet Messes: Our cleaners do not handle bodily fluids or pet messes.
- Bug Infestations: Homes with bug infestations are outside the scope of our services.
- Heights: Cleaners can use a step stool up to 2 feet high for safety reasons. This typically limits us to the tops of standard kitchen cupboards. Some lighting fixtures may also be out of reach.
Providing photos of specific rooms before the clean gives us a good idea of the overall condition of your home and helps prevent situations where cleaners arrive and encounter unexpected circumstances. This ensures that we can prepare adequately and allocate the right resources for the job. If you are unable to provide the requested photos, please be aware that you forfeit your entitlement to a refund of any amount. This policy helps us maintain high standards of service and ensures a smooth cleaning process.
No, our cleaners do not remove items from shelves. Any surface or area you need cleaned must be free of clutter or items in order for our cleaners to reach it. Please ensure these areas are clear before your scheduled cleaning to allow for an efficient and thorough cleaning process.
