Q.) What day and time will you arrive?
Once you coordinate with our office a day and time convenient for you, your scheduled service day and time will not change. Although, the actual arrival time may occasionally vary by as much as two hours due to traffic and other considerations. We want to save you time, not make you waste it waiting for us to arrive, so if we know you are waiting for us, we phone you when we are on our way.
Q.) Do you clean on holidays?
We do not skip cleaning days that fall on holidays, with the exception of Thanksgiving, Christmas and New Years Day.
Q.) Can I schedule Wonderfully Clean to come once a month, or do I have to schedule each cleaning?
You can do either.
Q.) I live in Haleiwa. Will you still come to my home and clean it?
Unfortunately, not at this time. We are implementing a ZIP code lookup feature that will determine whether or not you live in our service area.
Q.) Do I need to be present during the time of service?
No, the house must be vacant while we work. It is simply too dangerous otherwise. Floors are often wet and slippery, and cleaning chemicals are being used. Our staff is trained to work in these conditions in a way that protects themselves and your property. If someone needs to be home while cleaning takes place, it may significantly interfere with our ability to clean your house properly. Special provisions may be available for homebound individuals.
Q.) If I'm not supposed to be there, then how will the cleaners get into my home?
Most of our clients have provided us with keys to their homes. Your keys will not have any identifying information on them and will be stored in a safe. On your scheduled day of service, we must have immediate access to your property and cannot wait for someone to come and to let us in. If we are unable to gain access to your property at the time of your service, you will be charged the full regular service fee. We highly recommend that you provide us with keys. We understand that the security of your home is extremely important, and we consider it our number one priority.
Q.) Are you insured?
We understand that it is a privilege to be in your home, and we are always careful with your belongings. Our highly trained staff is expertly skilled at handling fragile items. On rare occasions, however, it is possible an item may get broken. To ensure that you and your property will be protected, we do carry liability insurance. In the event that an object is damaged, please notify us within 24 hours.
Q.) How many staff members do you assign to a job?
To ensure efficiency, Wonderfully Clean staff members typically work in teams of two. However, more than two cleaners may be assigned for a particular job, due to the size of the location being cleaned. We will make every effort to assign the same team for each visit to a particular location.
Q.) What should I do with my pets?
We will always be mindful of pets kept on your property, but we cannot be held responsible to watch them while the service is being performed. It is best to secure your pet in a location that you do not want us to clean. We will clean up pet hair, but we will not clean out litter boxes or cages. We are also unable to clean upholstery or carpet stains or pick up actual pet waste.
Q.) What should I do to prepare for my cleaning?
If possible, it would be greatly appreciated if you can put away personal items, such as children's toys, mail, and laundry.
Q.) What do I need to provide the cleaners?
You need only to provide easy access to your home, parking arrangements, and have a credit card on file. If you would like us to use your vacuum please leave it in the kitchen.
Q.) Do you clean windows and carpets?
We do not clean carpets or any upholstery stains, but we do offer full window/screen cleaning services. Please call for an estimate.
Q.) What products do you use to clean my home?
We only use eco-friendly cleaning products, which are not typically available to general public, as well as old school approaches like vinegar.
Q.) How long does it take for you to clean a home?
We know you are busy and so we offer online and phone estimates. Fees are based on the size and conditions of your home. When you receive our initial estimate, it is just that - an estimate. Once our cleaning specialists' enter your home for the first time, they should have a better sense of exactly how long the cleaning should take. If there is a discrepancy between the estimate and actual time needed, we immediately contact you to discuss the difference. Very often, first-time cleans or one-time cleanings may require additional time and an additional fee. If this is the case, you will be contacted before we spend more time in the home.
We typically work in teams of two or more, so the labor hours you've selected will often be completed in half the time (or sooner). For example, two specialists cleaning for two hours each equals a total of four labor hours. If there is more work to be done than what you've selected, and we have availability, you are welcome to purchase additional time.
Q.) What happens if I walk in on the cleaning? What should I do?
Please be careful! Let one of us know you are there immediately. Floors could be wet, or surfaces could have chemicals on them. We are friendly and glad to talk story for a couple of minutes, but safety comes first.
Q.) Which payment methods do you accept, and how do I make a payment?
Appointments are secured with a credit card. The final billing will be made at the end of our visit, and you are certainly welcome to pay any employee in cash before we leave, otherwise the credit card on file will be immediately billed. We do not accept any other forms of payment.
Q.) Will my price be the same every time?
Our prices are based on our initial visit to your home. We reserve the right to charge for unexpected conditions and guests. If a permanent change in your rate is necessary, we will contact you. Should you foresee us needing additional time to clean your property due to a temporary condition, please let us know at least 24 hours before your scheduled appointment.
Q.) What if I need to cancel an appointment?
All cancellations must be made at least 24 hours in advance during business hours, meaning you may not cancel over the weekend for a Monday appointment or on a holiday for an appointment the next business day. If we receive less than a 24 hour cancellation or reschedule notice, the card on file will be automatically charged as if the cleaning took place. Service rates will increase for customers who request more than three cancellations during the year.
Q.) Can I change my regular cleaning day to a different day?
Should you need to change days permanently, we will make every effort to accommodate you. You may need to be placed on a waiting list for the new day requested, but we will let you know as soon as it becomes available.
Q.) If I am unhappy with a cleaning, what do you do?
We want happy customers, so if for any reason you are not satisfied with the service provided, please contact us within 24 hours. We cannot issue refunds for the service performed, but we will work together to fix the problem.
Q.) Is it okay if I leave a tip for the cleaners?
Yes. It's always appreciated.
