FAQs
Q: How do I arrange for service?
A: Just call us. Our office representative will visit your home if needed. Internet and phone prices are also available.
Q: How many people will be in my home each cleaning?
A: Normally we work in teams of four for efficiency. On occasions, there may be three people.
Q: Do you send the same team each visit?
A: Yes if requested.
Q: What time do the cleaners arrive?
A: They arrive by appointment Monday through Friday from 7:00 am to 3:00 pm, or Saturday from 7:00 am. to 2:00 pm. We make every effort to arrive at the scheduled time however sometimes we encounter delays that impact the accuracy of our arrival, such as traffic or weather. We will call if the crew is delayed.
Q: Do I need to be home when you clean?
A: No. It is common for us to complete our services while you are away. We will make arrangements with you to obtain access to your home. Because we are insured and bonded, many of our customers provide us with keys.
Q: Are there any things I should do to prepare for service?
A: To give you the greatest value possible, we ask that you take a few minutes to pick up clothing, toys and other household items.
Q: What about cleaning supplies and equipment?
A: For your convenience, we furnish all necessary products and equipment, however upon request we will gladly use whatever product you provide.
Q: What is our cancellation policy?
A: If for some reason you must cancel or skip your cleaning, we require 24 hour notice so we can make the appropriate changes to our staff’s schedule. If we are unable to gain access to your home through no fault of ours, a $50 cancellation fee will be applied to cover our costs.
Q: How do I pay for service?
A: Simply leave a check or cash in a designated area, such as kitchen counter, each time we clean your home, or make arrangements with the office to be billed monthly. Alternatively, you can pay with your Visa, Master or Discover card.
Q: Should I tip the service providers?
A: Tipping is at the discretion of the customer.
Q: What if I am unhappy with cleaning?
A: If you are not completely satisfied with our cleaning, please contact us within 24 hours of the service. We will re-clean at no additional charge. Our goal is for you to be completely satisfied.
Q: Do I have to sign a contract with Hour Maid Cleaning Service, Inc.?
A: No. We want to earn your business each time we clean your home.
Q: Are you insured and bonded?
A: Yes. We have liability insurance and workers compensation coverage.
Q: What if something gets broken during the cleaning?
A: We will take responsibility for the damage, either by replacing the damaged item or reimbursing you. If appropriate, insurance claim will be filed.
Q: I have pets. Is this a problem?
A: For the sake of your pets, we ask you to secure them while your home is being cleaned. Many pets become anxious when unfamiliar people enter the house.
Q: What happens if my regular visits falls on a holiday?
A: Normally we do not work on the following holidays: New Year’s Day, Memorial Day, Independence Day. Labor Day, Thanksgiving Day and Christmas. In these instances we will contact you in advance to make new arrangements.
