Frequently Asked Questions
We have listed some of the frequently asked questions for maid service we are asked most often, along with their answers, below. If you don’t see your question here, be sure to contact us.
How long have you been in business?
We’ve been in business for over 19 years.
Are you insured and bonded?
Yes, we are fully licensed, bonded and insured.
Do you guarantee a day and time for my cleaning appointment?
Spic & Span ordinarily guarantees a specific day for your house cleaning but not a specific time. Due to our flexible and ever-changing schedule, we are unable to commit to a specific time of day for our maids to arrive. However, if you contact us the day prior to your maid service, we will be glad to estimate the time our maids will arrive. If you need a specific time guarantee, feel free to discuss this with Spic & Span office. Within reason, we will do our best to reach a mutually agreeable solution.
Am I required to sign a contract?
No, you do not need to sign a contract and you can cancel whenever you want. We only ask that you call before 9:00 am one day prior to your appointment if you need to cancel so that no late fee applies for cancelling.
Do I need to be at home when the cleaners are there?
This is your option. You may give us a key to be safely stored – always with “double-blind” security. Only the local owner and/or office manager can access the client key safe. Maids are given the keys for each house cleaning appointment before they leave the office each day, and must turn these back in to management before they are allowed to leave the office each evening. These keys are returned to the key safe until your next house cleaning service visit.
Are your employees trustworthy?
We pride ourselves on attracting the best maids available. Combining hourly wages and bonus programs we offer some of the best pay in the industry – to ensure we have the finest maids. We screen our maids carefully, we train meticulously, we inspect relentlessly and we insure adequately. We do all this so that you can have the highest confidence to trust our maids with the care of your home.. We only hire employees that we would trust in our own homes!
Can my scheduled cleaning be changed or canceled if an emergency comes up?
Yes, call our office as soon as possible and we will do our best to accommodate your needs. Simply call our office prior to your cleaning day. We do require our customer's to cancel or reschedule your house cleaning before 9:00 am one day prior to your service date or we will charge a $25 cancelation fee.
Unlike the airlines, we do not overbook our schedule. So, if you need to reschedule a cleaning without proper notice, we will not have enough opportunity to fill the schedule with another maid services client. This decreases the maids’ pay. Without consistent wages, we cannot retain the best maids to clean for you. Thus, respecting our procedure for reschedules helps ensure you will get the best house cleaning service possible.
Please be sure you understand Spic & Span procedures for rescheduling and cancelling visits. We do have a cancelation policy and will assess a cancelation fee if necessary, although we want to help you avoid incurring these fees!
What if I am unhappy with the service I receive?
We have a 100% 24 Hour Guarantee policy, so if you are displeased with the work performed, call our office and we will return to your home within twenty-four hours to fix the problem.
What if something is broken?
Unfortunately, accidents do occasionally happen. If something is broken, we will leave the item on the kitchen counter and leave it with your invoice. Someone will contact you to find out how we can replace or pay for the item. We would rather not clean irreplaceable or valuable objects, so please make sure that they are in a safe place when the cleaners arrive.
How do I pay for my cleaning?
We accept cash, checks, credit card payments or you can pay through our easy online payments. You can arrange to pay us ahead of time. Payment is due at time of service. If you do not intend to be at home at the time of your maid service visit you may choose to either leave cash or a check on the kitchen counter in an envelope the morning of your house cleaning. If you choose to pay by credit card, we will keep your credit card information on file at the office and charge your card once each house cleaning is completed. A fee will be assessed for all returned checks.
What do I need to do about my pets?
Not a problem! If you have pets, we will write a note and any special instructions on your worksheet. Let us know what you would like us to do. It’s probably best to put skittish animals in another room while we are working – especially while running the vacuum.Though not a requirement, we prefer pets to be restricted from the areas we clean, so our maids can clean your home better and more efficiently.
Do I need to provide cleaning products and equipment?
We provide everything we need to clean your home. We do this so that our employees are familiar with the products and tools they use. We use professional grade chemicals and always have extra supplies with us so that we don’t have to worry about running out of product. If you have special house cleaning products you want the maids to use, please be sure to discuss this with Spic & Span service office owner or manager in advance, so that we can properly instruct the maids.
Are my valuables safe with Spic & Span?
If you have any special valuables, heirlooms or irreplaceable items, please put them away or instruct us not to touch them. A closed door or drawer is your signal to us that you do not want our maids to clean that area. Spic & Span carries all the necessary insurances in the event that any damage occurs.
What If I accidentally lock Spic & Span out on my cleaning day?
Just as with rescheduling fees, if you lock the maids out on house cleaning day, you will likely be assessed a lock-out fee. Please be sure you understand Spic & Span lock-out fees. We want to help you avoid incurring these additional fees! Most of our clients either provide us a key or hide one on the premises on house cleaning day.
What do I do if I need extra work done?
Call our office at least one day in advance so that we can schedule any extra time that might be required.