Q & A

Frequently Asked Questions

What questions should customers think through before talking to professionals about their project?
The customer should think about what type of cleaning they are looking for. One time, weekly, bi weekly, etc. Also, be thinking about what kind of cleaners you want used in your home.

Describe a recent project you are fond of. How long did it take?
Im proud of all the jobs I do. Its a great feeling you get as youre mopping your way out of a now clean house. I imagine how happy the customers will be when they open the door to the fresh lemon scent.

How do house cleaners come up with their price?
The cost of house cleaning services can be based on many factors and varies from one area to another. Click here to learn more about factors that impact cost and cost estimates.

How do I contact you?
We answer all phone calls and emails received between 8:00a.m. and 3:00p.m. If you leave a voice mail or send an email outside these hours, we will respond no later than 10:00a.m. the following business day. Please feel free to leave a note for our cleaning technicians at your time of service. You may include comments, needs, likes, dislikes, etc. We are here to serve you and your input is invaluable and appreciated. Emailing (Samantha@ShineByDesignCleaning.com) is another way to let us know what your needs are and how we are doing.

Will I have the same cleaner each visit?
We make every effort to assure you have your regular cleaning technician each visit, but this is not a guarantee. Due to illness, vacations, promotions, etc. we may occasionally need to replace your cleaning technician.
We will always be respectful in your home. There is not any smoking allowed in your home or office, nor do our cleaning technicians watch TV. They do not answer the phone or door. Our only purpose while in your home is to clean.

Do you have a guarantee?
We have built our business on reputation by providing our clients with the best possible service available anywhere. Still, we realize that because we are human, things will from time to time get missed. Should this happen, please phone out office or email us within 24 hours and we will make a note to rectify this on our next visit.

What supplies do I need to provide?
We provide our own cleaning products including cleaning agents and microfiber towels. Our cleaning agent is a citrus based, commercial cleaning product that works great and leaves only a light citrus scent behind. If you have specific products you prefer, just leave them out and we will gladly use them.

When do cleaners visit?
Please allow us the flexibility of scheduling our cleaning between 8:00a.m. and 2:00p.m. We try to schedule our cleanings in an order that requires the least amount of drive time in an effort to maintain our prices and avoid trip fees. If you require an AM or PM clean time we will make every effort to accommodate your request, however no exact start times are guaranteed.

How do I schedule a change?
We do our best to stay on schedule. However, if a change is necessary we will let you know as soon as possible and would ask that you do the same. Please go through our office for any scheduling changes. We require 24 hours notice for cancellations.

What if I do not want a room cleaned?
Please close the door to any rooms you do not wish to have cleaned and we will focus our energies elsewhere.

Do I need to pick up before the cleaner arrives?
The better your house is picked up, the better job we can do cleaning for you. If there are dishes, laundry, projects, etc - no problem, we will skip these areas until the next visit. Often putting clutter in a container before our visit is helpful. Getting things up off the floor by putting them on beds or the couch helps, too. If you just cant get things organized before we come, no problem, just know we will clean what we can get to.

How do I pay for services?
Payment by check or cash is due in full on the day of your service and should be left on the kitchen counter in an envelope unless agreed otherwise. Checks are to be made out to ShineByDesignCleaning. If payment is not received or it not left a $5.00 Billing Service Charge will be added unless prior arrangements have been made. You may also mail or leave a check for the entire month at the time of your first cleaning. A fee of $25.00 will be charged for each NSF check returned by the bank.

What happens if I cancel or change my time?
We allocate a block of time for the cleaning of your home. If you request to schedule change, we require 24 hours advanced notice to avoid a cancellation fee. If we do not receive a personal phone call or email within 24 hours of your cleaning time, or we are locked out you may be charged up to the full amount due for your scheduled cleaning. The best way to assure this does not happen is to have a key kept somewhere discreet near your home. Your time slot is yours, it is reserved for just you, if you cancel last minute it cannot be filled. Scheduling arrangements and changes should be done through our office, please. Our cleaning technicians do not have the ability to change schedules.

How do you handle my security system?
If your home is equipped with a security system, please ensure that it is in the offposition or call our office with the code and proper directions for use. If the code should change, please let us know so you do not incur a lock out fee.

What happens if something is broken?
If you have something that is priceless and/or irreplaceable, please put it away. It is very rare, but occasionally something gets broken. Your house cleaner will let our office know right away, as well as leave you a note alongside the broken/damaged item. If you would like us to replace it, we will do our best, but this is not always possible. Per our replacement policy, we will pay replacement costs of $100 per item/per incident. Please inform us at your initial cleaning of items in your home that we should avoid and/or are in ill-repair, I.e. a picture not professionally hung, loose knobs/handles, etc.

What are your holidays?
We work every day with exception of Christmas, Thanksgiving, New Years Day, and Easter. Please check your calendar in advance and let us know if we need to reschedule to avoid a Late Cancellation Fee.

What do you do with pets?
We love pets! However due to potential health risks, we do not clean litter boxes, urine, or feces. If you have a pet that is the least bit aggressive, it will need to be absent from the areas we are cleaning. We will never let your pets outdoors, unless instructed by you to do so.

Have a Question not listed here?
Contact Us, and we will be happy to answer it for you!