Cleaning Service FAQ
The Ins And Outs of How We Do Business
How do I contact you?
Will I have the same cleaner each visit?
We make every effort to ensure you have your regular cleaning technician each visit, but this is not a guarantee. Due to illness, vacations, promotions, etc. we may occasionally need to replace your cleaning technician.
We will always be respectful in your home. There is no smoking, eating, drinking (other than water) allowed in your home or office, nor do our cleaning technicians watch TV or play the radio. They do not answer the phone or door. Our only purpose while in your home is to clean.
Do you have a guarantee?
What supplies do I need to provide?
We provide our own cleaning products including cleaning agents and color coded 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 agent are hospital grade cleaning products. Commercial green cleaning product that works great and leaves only a light scent behind. Bio enzyme cleaners, especially for bathrooms with unpleasant odors. If you have specific products you prefer, just leave them out and we will gladly use them.
If you would like to avoid the transference of dirt and dander, we ask that you provide a good working vacuum for carpets and canister vacuum for hard wood floors. Please ask us about which one we recommend.
When do the cleaners visit?
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 go through our office for any scheduling changes. We require 48 hour notice for cancellations.
If you are going out of town, rather than cancel we would like this opportunity to do some deeper cleaning projects such as scrub baseboards, clean the oven or refrigerator, organize the pantry, etc.
What if I do not want a room cleaned?
Do I need to pick up before the cleaner arrives?
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 Olivia’s Cleaning Services.
If payment is not received or is not left, a $25.00 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 $36.00 will be charged for each NSF check returned by the bank.
We also accept credit card payments (Visa, MasterCard, or Discover), ACH payments, stored credit cards (we use Square and Stripe which are secure and use encryption that only shows us the last 4 digits of your card) To pay by credit card, simply give our office a call and we will process your payment over the phone. We also take Venmo Cashapp and other available apps.
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 48 hours advanced notice to avoid a cancellation fee. If we do not receive a personal phone call or email within 48 hours of your cleaning time, or we are locked out you will be charged up to the full amount due for your scheduled cleaning. The best way to assure this does not happen is to have a key kept somewhere discreet near your home. Your time slot is yours, it is reserved for just you, if you cancel last minute it cannot be filled. Scheduling arrangements and changes should be done through our office, please. Our cleaning technicians do not have the ability to change schedules.
Our aim is to not charge you the fee but since we have to pay our workers for the time they do not work we now have to charge the fee .