FAQ
The Ins And Outs of How We Do Business
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What areas do you serve?We cover as far east as Rockridge, as far north as Richmond, as far south as San Leandro, and as far west as Alameda.
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What is your COVID-19 cleaning policy?Infection control has always been a top priority for us as you may have seen during your cleaning services. Our cleaning services follow the recommendations guidelines made, the U.S. Centers for Disease Control and Prevention (CDC) and the Occupational Safety and Health Administration (OSHA) Disinfect with (EPA) registered household disinfecting. Here are some of the changes we've made that you may notice during your next service:• We customize cleaning equipment for each house• We will use the client's vacuum cleaner (if you don’t have one, we could arrange to get one for you). The vacuum that we recommended is the Miele Classic C1 turbo team canister vacuum cleaner. It has a HEPA filter and has really good attachments.• We leave the cleaning equipment behind in each house• Our team is trained for COVID protocols DURING THE CLEANING APPOINTMENT• We will wear face coverings, as mandated by the County Health Department• In order to maintain a safe social distance in the house, we ask clients to wait in other areas of the house during the cleaning or take a walk• We wear gloves during the cleaning process• We clean the high touch surfaces that include tables, doorknobs, light, switches, countertops, handles, desks, phones, keyboards, toilets, faucets, sinks, etc. We look forward to seeing you again and are happy to answer any questions you may have about the steps we are taking to keep every client safe in our services. Please call our office at (510) 662-1339. We value your trust, support and loyalty and look forward to seeing our clients, neighbors, and friends. While many things have changed, one thing has remained the same, our focus is to keep your family healthy and your safety is our first priority. We're all in this together!
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Which brands or types of cleaning products do you use?We prefer the Seventh Generation, Bon Ami, Bona, Method, and Dr. Bronner cleaning products. We also use vinegar and baking soda.
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Are you insured?Yes, we are bonded, licensed and insured.
Payment Policy
Payments are due in full at or before each service appointment. We accept payments by check, Venmo, Zelle and/or you can pay online through our booking engine via debit and credit cards.
Please leave check payments on the kitchen counter or table, or send through the mail. If you forget one payment, please contact our office. Late payments may be assessed a 15% service charge. If you have a regular schedule with us, we encourage you to set up automatic payments through your bank, for your convenience. If you require an invoice, please contact our office.
Payment Policy
Payment Policy
You’re welcome to cancel or re-schedule with at least 48 hours notice. We plan our schedule ahead of time, and our staff depends on the regular income of a full schedule. When you cancel on short notice, we still need to compensate our staff fairly.
When we schedule your cleaning job we reserve that time for you and you alone, and turn other business away. We charge a $100 missed appointment fee for late cancellations or late re-schedules.
Holidays: We do not work on holidays.
Cancellation & Rescheduling Policy
Payment Policy
Tipping your cleaners shows that you appreciate the hard work they do during the all year. Tipping your cleaner(s) is optional and always welcome. Tips may be given directly to your cleaner(s) or added to your payment. Regularly scheduled clients: Extra tips for vacation cancellations (this may leave a gap in your regular cleaner’s schedule)
Holidays bonuses: Are always welcome in cash/check in a sealed envelope with the name(s) of the cleaners.
Gratuity Tips
Payment Policy
We train our staff to take extra care with your belongings, however occasional accidents do happen. Our staff is instructed to report breakage or damage immediately to the office and to you if you’re available.
If you believe that something has been damaged or broken by us,
we need to hear about it within 24 hours after your appointment.
We do not take responsibility for damage not reported within this time frame.
Breakage or Damage
Payment Policy
Staff Safety: We do not use ladders other than the small step ladder we provide, or climb up on any furniture. Our staff carries extension to reach high areas.
We do not lift or move heavy items.
We do not clean up human or pet waste, blood or bodily fluids.
Pets: Please restrain or move an aggressive or barking dog. If your pet is aggressive or uncomfortable with strangers, please restrain her/him before our cleaner(s) arrive. Otherwise, we may not be able to provide service, and you may be charged a cancellation fee.
Safety Precautions
Payment Policy
We strongly encourage our ongoing clients to supply us with a key for entry. We keep keys in our office in a lockbox, and give them out only on your cleaning day. In the unlikely event that a key is lost, we’ll notify you immediately and pay for key replacement, and changing your locks if you request it. Providing us with a key adds convenience, and helps to avoid unintended lockout fees.
We charge a $100 fee if we’re unable to enter the premises for a scheduled appointment (lock-out).
Keys & Entry
100% Satisfaction Guarantee
We do our best to meet or exceed your expectations.
If you’re not satisfied with the job we did, please notify us within 24 hours of service completion, and we’ll return and complete the job to your satisfaction.
OUR POLICIES
We always prioritize client satisfaction and safety.
Payment Policy
Payments are due in full at or before each service appointment. We accept payments by check, Venmo, Zelle and/or you can pay online through our booking engine via debit and credit cards.
Please leave check payments on the kitchen counter or table, or send through the mail. If you forget one payment, please contact our office. Late payments may be assessed a 15% service charge. If you have a regular schedule with us, we encourage you to set up automatic payments through your bank, for your convenience. If you require an invoice, please contact our office.
Payment Policy
Payment Policy
You’re welcome to cancel or re-schedule with at least 48 hours notice. We plan our schedule ahead of time, and our staff depends on the regular income of a full schedule. When you cancel on short notice, we still need to compensate our staff fairly.
When we schedule your cleaning job we reserve that time for you and you alone, and turn other business away. We charge a $100 missed appointment fee for late cancellations or late re-schedules.
Holidays: We do not work on holidays.
Cancellation & Rescheduling Policy
Payment Policy
Tipping your cleaners shows that you appreciate the hard work they do during the all year. Tipping your cleaner(s) is optional and always welcome. Tips may be given directly to your cleaner(s) or added to your payment. Regularly scheduled clients: Extra tips for vacation cancellations (this may leave a gap in your regular cleaner’s schedule)
Holidays bonuses: Are always welcome in cash/check in a sealed envelope with the name(s) of the cleaners.
Gratuity Tips
Payment Policy
We train our staff to take extra care with your belongings, however occasional accidents do happen. Our staff is instructed to report breakage or damage immediately to the office and to you if you’re available.
If you believe that something has been damaged or broken by us,
we need to hear about it within 24 hours after your appointment.
We do not take responsibility for damage not reported within this time frame.
Breakage or Damage
Payment Policy
Staff Safety: We do not use ladders other than the small step ladder we provide, or climb up on any furniture. Our staff carries extension to reach high areas.
We do not lift or move heavy items.
We do not clean up human or pet waste, blood or bodily fluids.
Pets: Please restrain or move an aggressive or barking dog. If your pet is aggressive or uncomfortable with strangers, please restrain her/him before our cleaner(s) arrive. Otherwise, we may not be able to provide service, and you may be charged a cancellation fee.
Safety Precautions
Payment Policy
We strongly encourage our ongoing clients to supply us with a key for entry. We keep keys in our office in a lockbox, and give them out only on your cleaning day. In the unlikely event that a key is lost, we’ll notify you immediately and pay for key replacement, and changing your locks if you request it. Providing us with a key adds convenience, and helps to avoid unintended lockout fees.
We charge a $100 fee if we’re unable to enter the premises for a scheduled appointment (lock-out).
Keys & Entry
Payment Policy
We do our best to meet or exceed your expectations.If you’re not satisfied with the job we did, please notify us within 24 hours of service completion, and we’ll return and complete the job to your satisfaction.