HELP CENTER
HOW DOES THIS WORK?
First you will book your home/office cleaning by choosing the options that best suit you. You will select your properties size, tell us about your focus areas, check extra services that you need and send in a few pictures of your problem areas. (make sure to get good pictures of your problem areas!) After filling out your booking form you will pay the rate for your cleaning online! ( the rates are based on a mildly messy home with little tidying needed. If your home needs extra attention you will be contacted so we can inform you of the additional time and the payment necessary to complete the job.) You will then receive a confirmation email to confirm your booking information. Two days before your cleaning you will receive a reminder. (This reminder will be your opportunity to cancel your appointment without acquiring a cancellation fee.) On the day of your cleaning you will receive a text when your cleaner is headed your way. When we enter the property your card on file will be charge if your home/office is in a worst condition than you told us. You will be informed and charged for the additional time needed to complete the additional cleaning. Once your cleaning is complete we will perform our own quality check, then another with you (if available). Lastly, you will be contacted via email/text/call 48 hours after your cleaning to ensure all expectations were met. Lastly you can leave us a review on Facebook, Yelp and Google for $5 OFF each review. you can also get a free hour of cleaning when you refer a friend!
WHAT IS YOUR CANCELLATION POLICY?
When a customer cancels an appointment without 48 hours notice there is a $40 cancellation fee. We will send you a reminder text /email (at 9AM) 48 hours before your cleaning to avoid this fee. You will then have until 5pm (That Same Day) to inform us of cancellation to avoid the charge. This $40 fee will also be charged if we are not able to enter the home. (We allow a 30 minute grace period to get inside.)
WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit/debit cards! You must have a card of file to pay for your cleaning. There is a $40 fee if your card declines. We do not accept cash or checks, so no more trips to the ATM! We do accept cash tips for our pros. ( Tips are never required but always appreciated! 😊)
DO I HAVE TO BE THERE FOR MY CLEANING?
Nope! We know life gets busy so we ask for alternative entry options when you first book your appointment, If you are not going to present we ask that you provide us with the entry code to your door or a key. (We do not keep customers keys or fobs!) We ask that you keep a lock box or place your key in the mailbox or under your doormat. All access codes are secured in office and will only be shared to your cleaner the day of your appointment.
WHY SHOULD I TRUST YOU?
Cleaning Connoisseurs has cleaned and satisfied over 300 homes in Houston. we have yet to have any safety or customer service complaints. All of our pros are vetted with extensive cleaner training, background checks, drug test and great feedback! For extra precautions we are licensed, bonded and insured to protect your property and valuable possessions.
WHAT SHOULD I DO WITH MY PETS?
We love pets! However, for the safety of our pros and for the animals potential exposure to chemicals: we ask that all pets are put away. If you are not able to cage your animal or place them outside, we ask that they are put in a room that doesn't need cleaning that day.
THERE IS NO ELECTRICITY OR WATER- CAN YOU STILL CLEAN?
We require electricity for vacuuming and visibility for cleaning. We require water for mopping and cleaning tubs, showers, toilets and sinks. If you are moving in or out please ensure electricity and water is available the day of your appointment. if these utilities aren't available you will be charged a $40 cancellation fee and we will not be able to complete your cleaning that day.
DO YOU PROVIDE PARTIAL CLEANINGS?
No, we do not provide partial cleanings due to the inability to properly estimate the square footage of the areas to be cleaned. However, we can offer a hourly cleaning at $70 an hour with a maximum of 3 hours
WHAT IF MY HOME HAS EXCESSIVE CLUTTER?
If your home has excessive clutter it will slow the cleaners ability to clean. If possible please remove all non-essential items from floors, kitchen and bathroom counters. We will try our best to clean around items we encounter. When homes are more challenging than expected we may need extra time to complete the cleaning. Extra hours are charged at $70 an hour for a maximum of 2 hours. This option is only available based on our cleaners schedule for that day. You will be informed in this particular case. If we are not able to complete your home in one clean we may have to schedule additional appointments to bring the home to order.
HOW LONG WILL MY CLEANING TAKE?
For standard and deep cleaning of your home, our cleaners will try to stay until they finish (up to 4 hours with a 15 minute grace period) For larger homes, post renovations, and hoarding, we will adjust the estimate and price for fairness.
For larger homes, and detailed cleaning, we will send two cleaners for efficiency.
You can request our cleaners to stay longer if their schedule permits for $70 per hour (max of 2 hours)
DO YOU CHARGE BY THE HOUR?
We base all quotes on the size of your home not hourly. We estimate additionally the type of clean, location, and current condition. Normal quotes cover up to 4 hours of cleaning and a 15 minute grace period OR LESS. Additional hours are $70 as needed.
ARE YOU REQUIRED TO PAY SALES TAX?
Yes! per the state of Texas comptroller office as a company we are required to charge sales tax.
DO WE SERVICE YOUR AREA?
We service all zip codes within 20 miles of 77082! We do travel up to 30 miles from the 77082 zip code for an additional $20 fee for gas and time.
WHAT CANT YOU DO?
We will not clean up any human or pet urine, blood or feces
We will not allow additional services to be added during your ongoing appointment
We do not remove difficult adhesives, tape, stickers or waxes from mirrors, floors, furniture etc.
We do not provide toilet brushes, laundry/dish soaps or paper towel/toilet paper refills
we can not guarantee removal of hard water stains. we will always do our best to remove them but this task can be near impossible
Our last cleaning of the day starts at 2pm and ends at 6pm
We do NOT clean up after clients that make a mess of our completed work. This means if we completely clean the kitchen and someone comes in and spills something we will not reclean . Recleans are for sots that we've missed during our initial cleaning
We do not clean anything outside other than sweeping off porches or garages
We will not wait for your linens to dry to make your bed. If you request for your sheets to be changed they must be readily available on the bed (cleaned and correctly sized)
We do not do errands such as watering plants, feeding or walking pets
We do NOT move heavy furniture. We will move light items up to 20 pounds while cleaning. If you need anything cleaned underneath please move the item, we'll clean it and then you will put the item back.(If you are not present move the the item and we will clean everything around it.)
We do not climb higher than a 2 step ladder (this is what within reach means)
We will not remove items from your shelves while dusting on a reoccurring maintenance clean. We will remove things from your shelves during the initial and deep cleanings
HOW DO I PREPARE FOR MY CLEANING?
Trash: Please remove excessive trash such as (i.e. empty boxes, shopping bags, water bottles/cans) off of floor and place into bags. We will remove up to (+2) bags of trash. Additional bags of trash are billed at $10 per bag.
– Animals: Please ensure that all animals are caged and not loose. We love animals and small friendly dogs and cats. If a cleaner feels threatened by an animal she will not clean your home.
– Move In/Out: Please ensure all items are removed from the home prior to the cleaning. We do not pack or remove items from shelves, floors, drawers, cabinets, garage, patio, or hangers.
– Laundry: Please pick up all items from floor and place into laundry basket. This will avoid us mistaking clean clothes as dirty.
– Dishes: We wash up to (+15) dishes not including silverware. Place extra items into the dishwasher.
Please Note: Extreme clutter/Hoarding is considered a exclusion.
Performing a walkthrough at the beginning and end of each appointment.
This eliminates any gray area, and sets clear expectations for both you and your cleaner.
Making sure you indicate any areas you would like cleaners to focus on (or avoid altogether), whether in person or by utilizing the customer notes.
Remember, each customer has different expectations. To make sure yours are met, make them clear to your cleaner.