How do I contact you? Please give us a call or send us an email. If you have to leave a voicemail or send an email, we will respond no later than 10:00 a.m. the following business day. Please feel free to leave a note for us 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 (email@example.com) is another way to let us know what your needs are and how we are doing.
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 our office or email us within 24 hours and we will make a note to rectify this on our next visit at no charge to you.
What supplies do I need to provide? We provide our own cleaning products including cleaning agents and microfiber towels. We pride ourselves in our state of the art cleaning practices. We use color coded microfiber technology ensuring the avoidance of cross contamination. Our cleaning agents are eco-friendly and contain no harsh chemicals. If you have specific products you prefer, just leave them out and we will gladly use them. When do the cleaners visit? Please allow us the flexibility of scheduling our cleaning between 8:00 a.m. and 1:00 p.m., depending on your location. 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.
Do you have a list of what you clean? Yes, you can download a general list HERE. If there is anything that you would like that isn't on the list, just let us know when we meet for your on-site estimate.
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 email us for any scheduling changes. We require 24 hours notice for cancellations in order to not incur a fee of $25.
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. 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 can’t 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. Checks are to be made out to Nicole Johnson or Ways and Means Cleaning. If payment is not received or is 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. We also accept credit card payments (Visa, MasterCard, or Discover) and PayPal. There is a 4% credit processing fee incurred for each credit card or PayPal transaction. To pay by credit card, simply give us a call and we will process your payment over the telephone.
What happens if I cancel or change my time? We allocate a block of time for the cleaning of your home. If you request a schedule change, we require 24 hours advanced notice to avoid a cancellation fee of $25. 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 ensure this does not happen is to have a key kept somewhere discreet near your home. Your time slot is your's, it is reserved for just you, if you cancel last minute it cannot be filled!
How do you handle my security system? If your home is equipped with a security system, please ensure that it is in the “off” position or call us 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. We are insured and bonded for your peace of mind., but in the very rare instance something accidentally gets broken, we will 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. 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 week 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 to do so by you.
What are your cancellation and lock out fee? We understand that life happens, so the first incident is at no cost to you. In the event that you give us less than a 24-hour cancellation notice or we are locked out at the time of your cleaning after the first time, there is a $25 fee for each.
Have a Question not listed here? Contact Us and we will be happy to answer it for you!