Frequently Asked Questions
We've got answers for you
The safety of our community is our top priority. We run extensive background checks on cleaners, provide up to $1MM in General Liability insurance, and have numerous trust and safety procedures in place for our operations. Customers must provide a valid credit card and phone number for identification and verification purposes. Cleaners and customers can also rate and review each other after every cleaning so that we're always upholding our high community standards.
At Cleaning.com, quality is a top priority and the cleaning professionals on our platform are experienced in providing the highest level of care and cleanliness put in your home. We’re happy to address any special needs and requests as well, so if there’s something that you see that’s not on the list below, bring it to our attention when you book an appointment on our online form, we’ll be sure that the cleaner is aware of this before your appointment.
- Other Living Areas (Including Hallways & Stairs)
- Extra Tasks (Upon Special Request Only)
If your cleaner is running late, in most cases he or she will call you with an update about when they will arrive. Don’t worry, your appointment will still last for the duration of a normal cleaning.
In the case that you do not hear from the cleaner, please call our customer service center at (844) 812-5326 for additional support.
All cleaners bring their own supplies and cleaning materials, so you don’t have to worry about stocking up. If you prefer the cleaners to use your supplies, just be sure to indicate your preferences, what products to use and provide instructions when you book your appointment.
Because we offer a simple, flat-rate price for your home, there is no need to worry about how much time you'll need. However, cleaning sessions typically lasts between one and a half to two and a half hours, depending on the number of cleaners, rooms and the services you’ve requested. The minimum appointment duration is usually two and a half hours for 1 cleaner, or one and a half for a team of 2.
A move in/move out cleaning is designed to prepare an apartment or house for a new tenant. There is usually more rooms and areas to be vacuumed, more baseboards to be detail cleaned, more cabinet, closet and drawer spaces to be cleaned, as well as light fixtures and other items. Moving cleanings do take up to 1-2 hours more than regular appointments. Be sure to select the “move-in/move-out” cleaning under 'extras' when you book your appointment.
Yes! You can leave it in a discrete location and let us know, or if you live in a building with a doorman, you can leave it with them. Please be sure to note that on your account.
All of the cleaners that we work with pass through our rigorous screening process, and in the case that you’re satisfied with your cleaner, you can request a different cleaner or contact our customer service line and we will help match you up with a cleaner that meets your requirements.
Yes, you can.
Yes, we can help with your residential and commercial cleaning service needs. Simply specify this when you fill out the booking form. Note that for commercial spaces, our hourly rates are $35 per hour per cleaner.
Unlike other agencies, Cleaning.com™ Home Services provides added value for our customers through our network of professionals, resources and tips to help you achieve a state of cleanliness, order and balance so you can life your best life. Read more about our mission.
Booking, Billing & Cancellation
Customers who book regularly receive a 10% discount on each of on their monthly cleanings and could go up to 15% if done weekly.
Cleaning.com has a wide network of experienced cleaners available upon request. In the case that we are all booked, please select another time or check back the next day to see if your desired date is available.
We only accept credit card payments and it is needed to hold a reservation. You won’t be charged until your cleaning is complete. A $70 cancellation fee will be charged for any appointments canceled after 5pm the day before of the appointment.
Yes! For same-day maid service, please email us at firstname.lastname@example.org with your inquiry and contact information or call (844) 812-5326 and we will get back to your right away to determine if a cleaner is available to meet your needs within two hours of your requested time. Please note for same day service, we charge $45/hour per maid with a 2-hour minimum.
Yes. You can book up to a year’s in advance and regular customers can receive a discount up to 15% off each cleaning.
While tips are never required and at your discretion, they are certainly appreciated and are a great way to show your cleaner your satisfaction with their work. You can leave a cash tip, or include it as part of your payment. You can log back into your account 24 hours after your appointment and select the “tip” option to pay the tip by credit card.
If for any reason you need to cancel your appointment, log-into your account at least 24 hours before your appointment and select “cancel.” If you do not cancel prior to 5 pm the day before, then you will be charged a cancellation fee of $70.
We work hard to make sure our cleaners are top tier and that our customers are happy. If you are not completely satisfied, we’ll work with you to resolve the issue, even if it takes re-cleaning your home.