Frequently Asked Questions
What kind of guarantee do you offer?
We think our services will not only meet but exceed your expectations but we also know that when dealing with many different people, we cannot make everyone happy. If we clean your home and you are not 100% satisfied, please call our office by 11am the following business day and we will discuss the situation and if needed, return to your home to re-clean the area free of charge. No refunds are given.
For One Time and Move-In/Out Cleanings, we may need to charge additionally if we send the crew back out to clean more areas of your home.
How do you charge for your services?
One Time and Move-In/Out Cleanings are billed hourly and our office staff can give you an estimate based on the size and condition of your home when setting up the cleaning appointment.
First time cleanings are usually priced a little higher depending on the current condition of your home – we use this first time cleaning to get rid of all the “old” dirt and dust.
Regular Maintenance Cleanings are a set price (the same price each cleaning) based on the size and condition of your home after we have completed the Initial Cleaning.
What hours do you clean? Can I choose the day of my cleaning?
Our office hours are Monday-Friday 8:00 a.m. to 4:00 p.m. We clean between the hours of 8:00 a.m. to 6:30 p.m. We do have some employees who will clean on evenings and weekends for special requests. We try our best to accommodate your preference in days. We do not promise or guarantee a cleaning time on your specific cleaning day. Since we do not set cleaning time limits, and because some clients may request additional services (such as refrigerator or oven cleaning), or a client may lock us out or cancel unexpectedly, it’s just not possible to give specific cleaning times. If you prefer a morning or afternoon cleaning, please let us know when scheduling your service. If you ever need a more specific time, call the office the morning of your cleaning and we can give you an expected window of when the cleaning team would arrive to your home.
What types of payment do you accept?
Payment is due at time of cleaning. Keeping accounts receivable low enables us to keep your fee at an affordable price. We accept cash, check, MasterCard or Visa. If a check is returned as NSF then a $25.00 charge will be assessed.
If you plan on using us regularly, you can leave your payment on the counter with your receipt from the previous cleaning and our cleaning staff will pick it up and leave you a receipt for the current cleaning. You can also have us set you up on automatic billing via your credit card (earn those airline miles!). We also offer discounts for prepayments of services.
Payments not provided on the day of your cleaning may mean that we cannot clean your home. This may result in a non-clean or an invoice fee. If you forget to leave a payment, call our office as soon as possible to insure that we clean your home. We can take a credit card over the phone.
Do you charge a late cancelation or lockout fee?
Because we guarantee hours to our cleaning staff it is important that you provide us as much notice as possible if you need to cancel or change a scheduled cleaning. We require 2 business days notice to make a change or cancel a cleaning.
Cancelations without at least 2 business days notice will result in a $25 late cancellation fee. Cleanings that are cancelled on the same day of the service will result in a fee equal to your normal regular cleaning rate.
Lock-outs only happen when a client has not supplied us a key to their home. Although we don’t require it, we highly recommend that you provide us with a house key. We take many precautions to ensure that your key is never lost or misplaced. If we come to your home and are unable to clean because we were locked out, you will be charged a $70 lock out fee to cover our costs.
Is Never Clean Again a franchise?
No, Never Clean Again is a local company owned and operated by members of your community. Because we are locally owned, our prices are more affordable and we are able to be more flexible to meet your personalized needs.
Who provides the cleaning products and equipment?
We provide all the products and supplies needed to clean your home. We pride ourselves in using the most technologically advanced cleaning supplies and equipment. Should you wish for us to use one of your products, upon approval of our office, a MSDS would need to be provided. However, we are unable to accept responsibility for those products or their results.
Do I need to sign a contract?
No. You may cancel service at any time. Two business days notice are required for any cancellations or change to currently scheduled cleanings. Notice of any cancelation or change to your cleaning schedule must be made by calling our office. Never provide a note or tell the cleaning staff about changes to your cleaning schedule. They have a number of jobs each day and may forget to notify the office. It is the client’s responsibility to notify the office directly of any changes to cleaning services. Never Clean Again also reserves the right to cancel your service at any time.
Can I use you only occasionally?
Absolutely. Most of our business is based on regular cleanings (weekly or bi-weekly) but if you need us to clean-up before or after a party, need a spring cleaning or are moving to or from a home and need us to clean it for you, that is no problem. Give our office a call and speak with one of our staff to schedule a cleaning.
Try us once as a fill-in we’re confident you’ll love us.
Will I have the same cleaning team every time?
We make every effort to send the same team to your home for every cleaning. When one or both of your cleaning professionals is ill, on vacation or has a day off we make every effort to send one of the professionals from your team with a substitute. If we need to send a substitute team, a quality assurance check will also be performed on your home for that cleaning. We understand the concern of having the same individuals cleaning your home on a consistent basis, but rest assured all of our employees go through an extensive training program to ensure consistent cleaning techniques throughout our entire staff.
What if something gets damaged during the cleaning process?
Because of the nature of our business, our staff is required to touch virtually everything in your home. We are as careful as possible; however, if something does get damaged while cleaning your home, the cleaning team will immediately notify our office and complete a damage worksheet. Someone from our office will contact you immediately to inform you of the item and determine the best course of action to take.
The most tragic form of damage is that of something irreplaceable either monetary or sentimentally valued. Rather than be sorry, the safest way to protect these items is to store them away on the cleaning day, or instruct us not to clean such items. Never Clean Again is not responsible for damage due to faulty or improper installation of items. Please inform us if any items in your home require this type of attention. Examples would be; broken or improperly installed blinds, tiles, curtain rods, loose carpet, pictures not hung with picture fame hooks etc.
What if my scheduled cleaning falls on a holiday?
If your scheduled cleaning falls on a holiday that is observed by our office, we will contact you prior to the holiday to reschedule your cleaning. The holidays observed by our office are New Year’s Day, Thanksgiving Day and Christmas Day.
Do I have to be home when the cleaning professionals come?
Most of our customers are not home when we arrive to clean. However, if you choose to be home while we clean that is not a problem for us.
How do you gain entrance into my home?
The most preferred method is a key. The key to your home is kept in a secure box at our office and the only time that key is brought out is the day of your cleaning. It is marked in such a way that it cannot be identified by anyone but our staff. Your name or address will never be placed on the key tag. Another option would be a garage code. If you choose not to leave a key and we are unable to access your home for a scheduled cleaning, you will be assessed a lockout fee of $70.00 to cover our costs.
How many people clean my home?
Our cleaning teams are usually 2 person teams. Sometimes we may send a 3rd person with the team if they are training or learning the route. We may also send a 3rd person if a team has an exceptionally high work load one day or another client on that teams route requested three people. Please keep in mind that having a 3rd person on the team generally speeds up the cleaning, so it’s expected that they would be in your home less time.
Should I tip my cleaning team?
A tip is neither expected nor required. If you choose to leave a tip please leave it on the kitchen counter. A note or filling out the comment card letting them know how well they did will mean a lot. They just want to know the work they performed met or exceeded your expectations.
Can I leave a note for the team?
Since some of our cleaning staff cannot read or write English, we advise against it. We have bilingual office staff that can assist you if you need anything additional or different from your regular cleaning. By contacting the office, we can make sure that the instructions are translated if needed and added to your personalized work order.
Can I hire one of your cleaning professionals directly?
No. A great deal of time and resources is put into hiring our staff. Our service agreement states that you agree not to hire any past or present Never Clean Again employee, other than through our office for a period of not less than 2 years from the date that employee last worked for Never Clean Again. In the event you feel you must hire this person in spite of the service agreement, our referral fee to you is $2500.00 and is due in full immediately upon employment or use of the past/present employee, regardless if it is regular employment or on a contractual basis.
Do you offer gift certificates?
Yes we do! They make wonderful gifts. They have been used for birthdays, Mother’s Day, Christmas, and Valentines Day just to name a few. They are available in any denomination with a one hour minimum. We can send them to you or the recipient.
Do I need to do anything before you come to clean?
Before we come, it would be appreciated if items were picked up off the floor and dressers and counters were not piled with too much clutter. This allows the cleaning people to clean more thoroughly. We do not wash dishes; however, if the dishwasher is unloaded we would be happy to place any dirty dishes in the dishwasher. We also ask in the summer months if you could set your air conditioner at an appropriate temperature. If for some reason you do not want a particular room cleaned, please call the office before your scheduled cleaning and we will honor that request.
How can I receive a FREE cleaning?
We know that a great deal of our business comes from referrals. To thank our current clients for referring us to their friends, we offer a free cleaning for every two referrals we are provided. Just be sure that they mention your name when they call!
What if I have a pet?
Pets are not a problem. But we do need to know if you have them and we would like to have the names for reference. Also, if any pet is aggressive we ask that you secure them while we are cleaning your home. If they are friendly we will happy to clean around them.
Do you clean clutter?
We do not clean clutter. It’s best if you can have things tidied up before the cleaning staff arrives so we can get to your surfaces and floors. If you are in need of having your home de-cluttered or better organized, check out one of our Service Partners.
Do you offer carpet cleaning?
Never Clean Again does not offer carpet cleaning but we work with our Service Partners and we can schedule carpet cleaning services at the same time as your house cleaning is scheduled so you don’t have to make separate appointments. We can schedule the carpet cleaners to arrive as our cleaning staff finishes cleaning your home. We will wait in your home with the carpet cleaning staff until they have finished and lock up for you. We work with several Service Partners that offer discounts when setting up and scheduling appointments this way. To find out more information or to schedule a carpet cleaning, contact our office at 619-746-1103.