CleanMyMess FAQ

 

  1. Getting to Know Our Services

Q: What makes CleanMyMess cleaning services different from other companies?

A: CleanMyMess stands out for its exceptional services, offering deep cleaning, advanced cleaning, and intensive cleaning options. You can easily schedule a cleaning on our website using one of the best-in-business online filling forms in the states. This form allows you to customize and tailor your clean according to your specific needs, add extras, select intervals, and more. Our website was designed by Header Digital, one of the top 10 digital companies in the United States, ensuring an efficient and user-friendly platform for our customers.

Q: What areas do you serve?

A: We serve the Miami greater area, including downtown, Brickell, Miami Beach, Coral Gables, Coconut Grove, Sunny Isles, and more. Feel free to call us for clarification, or enter your zipcode on our website to check service availability.

Q: Is tipping customary in Miami? If so, how much should I tip?

A: Tipping is customary and greatly appreciated by our cleaning professionals. The amount is entirely up to your discretion and appreciation of the service provided. We do want to highlight that at CleanMyMess, we prioritize fair wages and employee satisfaction. We offer one of the highest pays in the states to ensure our employees are well-compensated, happy, and motivated to do an excellent job. By valuing our employees, we believe they can better care for our clients and provide exceptional service.

Q: Can I request the same cleaner each time?

A: Yes, you can request the same cleaner for each of your sessions. In the event they need time off, we’ll offer you the option to reschedule or assign an alternate cleaner.

Q: Can I leave a key for the cleaners?

A: Yes, leaving a key after the initial visit is preferred for your convenience.

Q: Does your price includes parking?

A: Our prices already factors in labor, parking, transportation and supplies.

Do you bring your own supplies?

Yes we do! We only DON’T Brin a ladder or step stool, toilet brush or pest control products.

  1. Cancellation & Reschedule Policy

A: We understand that plans can change unexpectedly, and we strive to accommodate our clients’ needs as best as we can. If you need to cancel your appointment, we kindly ask for a notice of at least 24 hours prior to the scheduled time. Cancellations made within this timeframe will incur a $50 cancellation fee to cover the costs associated with reserving your spot and compensating our cleaners.

For cancellations made within 8 hours of the appointment, we apply a 100$ charge. While we realize this may seem strict, please understand that our cleaners have set aside their time to serve you, and last-minute cancellations can significantly impact their schedules and earnings. However, we’re more than happy to reschedule your appointment with a 24-hour notice at no extra cost (maximum 3 reschedulings per appointment).

In the event that our cleaner arrives for a scheduled booking but is unable to gain entry or get started, a missed appointment fee (100% charge) will apply. In addition, if access cannot be gained and the client is willing for us to wait, we will charge $60 per hour until access is provided by the client.

We appreciate your understanding and cooperation with our policies, as they enable us to continue providing high-quality service to all our valued clients. If you have any concerns or need assistance, feel free to reach out to us.

Note: Please be aware that our payment processor places a hold on your account 24 hours prior to the booking. This is a routine verification of funds. However, you are only officially charged on a booking date. This practice helps us reserve your preferred date and time, and it also safeguards against fraudulent billings. We appreciate your understanding in this matter.

Respect of Our Teams

Our teams have permission to leave any job if they experience harassment or disrespect in any form. Should this occur, our office will be notified immediately, the job will be vacated, and the full service charge will be applied to the card on file. If necessary, a police report will also be filed.

 

Entrance and Safety Policies

  • Alarm System
    • If your home has a security system, please provide instructions on how to disable it properly upon arrival. Our staff is trained to be sensitive to security and access procedures.
    • Our policy is to lock the door while we clean and to avoid allowing access to unknown persons. Please do not rely on us to let in workers during our cleaning time.

Safety Policies

  • Clients and Pets
    • To prevent safety hazards (such as contact with cleaning products, tripping over equipment, etc.), we ask that you, your children, and pets avoid entering rooms while we clean.
    • If there is excessive pet fur or hair throughout the home, an additional fee starting at $50 will be added to the bill, which may increase depending on severity.
  • Firearms
    • Firearms must be safely stored and locked away before we begin cleaning. We will not clean rooms where a firearm is visible.
    • Firearms should not be left under pillows or mattresses, as this poses a danger when we change linens.
  • Cleaning Limitations
    • Our teams cannot move heavy objects, flip mattresses, or move large appliances due to liability concerns.
    • We can reach areas up to 6 feet high using standard ladders, but we cannot guarantee we can reach higher areas.
    • For safety reasons, we cannot remove or install window screens.

Health and Safety

  • We are unable to clean vomit, blood, urine, excrement, mold, or any hazardous spills and materials. Cleaning these materials will result in additional fees starting at $150, though areas with mold will not be cleaned under any circumstances.
  • We reserve the right to deny jobs if conditions severely exceed the services booked (e.g., hoarding, squatting, human waste, etc.).

Sickness

  • If you or someone in your home is sick and contagious, please contact us to reschedule your cleaning.

Maximum Hours

  • With our flat-rate pricing model, we have a maximum amount of hours that can be worked for each type of job. (Example 1 bedroom, 1 bathroom = 4 hours) Exceeding that time incurs a rate of $60 per hour. This is to account for jobs that require more intensive work or time due to size.
  • It’s rare that we ever go over, and we will always notify you in advance if we think we’ll exceed the maximum hours allotted for your job.
  • Cleaning rates may change as the condition of your home changes.
  • Additional services must be requested in advance to allow us to schedule the extra time and supplies needed.
  • If our teams are required to stay due to unreasonable requests, an additional fee of $60 per hour will be added to the invoice.

Arrival Window

  • Our hours of operation are from 6:00 a.m. to 10:00 p.m.
  • Our teams arrive at their first home between 8:00 and 10:00 a.m. and their last home between 5:00 and 6:00 p.m.
  • Unless you are our first cleaning of the day, we cannot guarantee an exact arrival time.
  • We do our best to arrive on time, but we ask customers to allow a 1-2 hour window for traffic, parking, and other unforeseen circumstances.
  • Using our online booking form, you can select the requested arrival window of your cleaner.
  • Please allow us the flexibility of scheduling our arrival between 8:00 a.m. and 5:00 p.m.

Q: Which service would you recommend for a first-time customer?

A: For our new clients, we highly recommend starting with our Deep Cleaning Service. It serves as an excellent reset for your home’s cleanliness level, ensuring a fresh start. Subsequent regular cleanings can then maintain this high standard. After experiencing the benefits of our Advanced Cleaning, you can seamlessly transition into our recurring cleaning services to keep your home consistently in top condition.