Sample of All FAQs (Helpie FAQ)
- How do I schedule a cleaning?If you are a regular customer, feel free to send us a text and let us know when you need the service. Otherwise, please fill out the estimate form online, and we will send you an estimate. After approval, we will ask for a 50% deposit, and you'll be on our schedule.
- How often can I schedule a cleaning?As often as you like. The most common recurrence is biweekly.
- What if I need to reschedule or cancel at the last minute?We charge a lockout fee of $35 unless you notify us at least 24 hours in advance.
- What happens if I need to change the time or day of my cleaning?Let us know as soon as possible, and we will try to rearrange our schedule to accommodate you.
- Can I request multiple cleaners for my scheduled service?Depending on the size of the property and type of service, we send more or fewer cleaning personnel. If you prefer a larger crew to complete the cleaning faster, let us know at the time of booking.
- What if I need last-minute cleaning?If you are a regular customer, feel free to send us a text. Otherwise, please fill out the estimate form online, and we will provide an estimate. After approval and a 50% deposit, you'll be on our schedule.
- Do you provide same-day service?If we have an available team, we would be happy to help.
- Do you travel outside of the service area?Yes, we may travel outside our service area for an additional cost.
- When is our next scheduled cleaning?We send a reminder 24 hours before service. Your cleaning will always be scheduled on the same day of the week based on your selected frequency.
- What if I’m not home when the cleaning team arrives?You can provide a key, leave the door unlocked, or share an access code.
- What should I do if I won’t be home for the cleaning?No worries! We'll notify you when we finish.
- How do I know when the cleaning crew is on the way?We will send an "On Our Way" notification via text.
- What time do you usually arrive for a scheduled cleaning?We arrive within one hour of the scheduled time.
- What happens if the team is running late?If we will not make it within our hour window, we will notify you ahead of time.
- How do I know if a cleaning was completed?We will send a notification once the cleaning is finished.
- Do I need to be available when the cleaning is happening?Only to give us access unless you have provided proper instructions beforehand.
- Can I make special requests for my cleaning?Yes, please let us know at the time of booking so we can inform the cleaning team.
- Can I request a specific cleaner for my service?We try to send the same crew for better and faster service. However, if changes are necessary, we will send another qualified team. If you are not satisfied, let us know, and we will send another crew as soon as possible.
- Can I have a deep cleaning done periodically?Yes, we can schedule deep cleanings in advance.
- Do you clean short-term rentals?Yes, we provide cleaning services for short-term rental properties.
- What is the difference between a light cleaning and a deep cleaning?Deep Cleaning: Includes high dusting, hand-detailing of decorations, stronger chemicals, and extra effort. Light Cleaning: Focuses on commonly used areas, general dusting, and thorough floor cleaning.
- Do you provide organizing or decluttering services?Yes, we offer organizing and decluttering services at an hourly rate.
- Do you move appliances to clean behind them?We only move appliances for deep move-in/move-out cleaning services or if requested at the time of booking.
- Do you move or clean under furniture?We do our best to clean under furniture but do not move heavy items.
- Do you bring your own cleaning supplies?Yes, we always provide our own cleaning supplies.
- Do you use vacuums with HEPA filtration?We use HEPA-filtered vacuums for deep cleanings. Otherwise, we use SIMPLICITY and ORECK commercial vacuums.
- Do you clean windows?Yes, but window cleaning is not included in standard services. Let us know at booking, and we will provide an estimate.
- Do you clean high areas, blinds, or ceiling fans?Yes, but detailed hand-cleaning may be an additional charge.
- Do you clean inside kitchen appliances?Only microwaves are included in all cleanings; other appliances are optional add-ons.
- Do you take out the trash?We do not remove trash from the property unless requested. It is left in the trash container outside or in the garage.
- Do you wash laundry or bed sheets?Yes, but this service is charged per load.
- Do you wash dishes?We wash up to 10 dishes (excluding pans) as part of the service. Additional dishes can be washed for an extra fee or we can load the dishwasher at no additional cost.
- Do you provide trash bags?Yes, we bring all supplies, including trash bags.
- Do you clean walls and doors?We spot-clean walls and doors for light cleanings and deep clean them upon request for an additional cost.
- What do I get with my membership?Members receive priority service, exclusive concierge service access, and a 40% discount on all services.
- What is the Concierge Service?A service that includes meal prepping, cleaning of common areas two to three times per week, and laundry services (including folding, putting away clothes, and ironing).
- How can I use the Concierge Service without a membership?The Concierge Service is exclusive to members.
- How many properties are covered under my membership?Each membership covers up to two properties.
- How do I make a payment?We accept checks, cash, credit cards, Zelle, or ACH.
- Can I get a discount if I pay in cash?Yes, cash payments receive a 2.5% discount (excluding taxes).
- Do you offer discounts?Yes, we offer discounts for first-time customers, veterans, teachers, and entrepreneurs.
- Can I tip the cleaners?Yes, you can tip in cash or at the time of payment via other methods.
- If I’m not satisfied with the service, can I get a refund?We offer to reclean any missed areas. If still unsatisfied, we provide a partial refund or credit for future service.
- What if something gets damaged during cleaning?Our cleaners notify us immediately, and management will contact you before the cleaning is finished.
- Are you insured and bonded?Yes, we are fully insured and bonded.