How Do I Book My Cleaning?

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We have noticed a surge in fraudulent chargebacks during the pandemic. As a result, we have hired a collections agency to retrieve all fraudulent chargebacks. Any account that goes into collections will incur a 10% late fee per month. Moreover, for all new bookings, customers will be charged at the time of booking, irrespective of how far in advance they book.

 

When booking a move-in/move-out cleaning, please ensure that you choose the move-in/move-out package. If you don't, we cannot guarantee that it will be completed, and we may not be able to confirm your booking. Additionally, if your home is larger than two beds or two baths, choosing the deep cleaning option is mandatory, as cleaning a big house requires more time.

 

To help you choose the appropriate cleaning service for your home, we have categorized it as "Slightly Dirty, Pretty Dirty, or Very Dirty." You can select the most appropriate cleaning service based on this categorization:

 

• If your home hasn't been professionally cleaned for over a year, choose "Very Dirty."

• If your home has been cleaned within six months, choose "Pretty Dirty."

• If your home has been cleaned professionally within the last three months, choose "Slightly Dirty."

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What is included in a regular cleaning?

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We will perform the following cleaning tasks:

• Clean the kitchen sink, countertops, upper and lower cabinet faces, and stovetop.

• Clean all exterior surfaces in every room.

• Mop and vacuum the floors.

• Clean the bathroom, including the toilet, shower, handles, tub, and drain.

• Tidy up the bedroom by cleaning the shelving, nightstands, and bed frames and making the bed.

• Clean all window sills.

 

Please note that any additional services required besides those mentioned above will incur extra charges. The extra time allocated for deep cleaning allows for more thorough work in the abovementioned tasks.

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What is included in a deep cleaning?

 

Please find below a list of cleaning tasks that we will perform:

• Everything included in our Regular cleaning service

• Cleaning of baseboards

• Cleaning of light switches and door handles

• Detailed dusting

• Polishing of backsplashes and faucet fixtures

• Light organization of all rooms (for a more detailed organization, select the additional option)

• An extra hour is included for high-detail areas

 

Please note that any additional services required besides those mentioned above will incur extra charges. The additional time allocated for deep cleaning allows us to perform a more thorough job in the abovementioned tasks.

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What is included in a Move In/Move Out Clean?

 

When you book a Move-out or Move-in cleaning service, you can expect an all-inclusive package, our most detailed offering. This package includes four of the seven extra services we offer, which you can add to any level of service. The extras include cleaning the inside of your oven, fridge, cabinets, and all windows. This thorough cleaning service is designed to restore your home's original condition and prepare it for new homeowners.

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Which Service Do You Recommend For First Time Clients?

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We highly recommend a deep clean for all first-time cleaning services provided by Premier Housekeeping. This allows us to have extra time to clean all the areas that may have been missed during regular cleanings in the past. Once the initial deep clean is complete, most customers switch to a standard 2-hour clean for subsequent cleanings.
 

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Is There A Rescheduling Fee?

We offer free rescheduling if done 48 hours before the original booking. Please refer to our Cancellation & Refund FAQ for further assistance.

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Do You Work On Weekends?

 

To ensure dependability, we will be closed on weekends and only serve customers on weekdays.

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What if I want to skip this week's cleaning? Will I still be charged?

 

You won't be charged a cancellation fee if you cancel at least 48 hours before the scheduled cleaning. Instead, the cleaning will be credited to your account for future use.

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Cancellations And Refunds

 

Cancellation policy:

• More than 48 hours before the scheduled time: full refund

• Within 48 hours of the scheduled time: credit to the account

• Within 24 hours of the scheduled time: no refund, full charge

 

Please make changes or cancellations as soon as possible.

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Do You Clean Any Outside Surfaces Of The Home?

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We currently do not offer outdoor cleaning services. However, we provide sub-contracting services for power washing, soft washing, and window cleaning.

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What Day Is My Clean?

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Please check your account page under "Subscription" for your next scheduled cleaning. You can reschedule if necessary.

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Will the same cleaner come every time?

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Upon request, we can reschedule or send a different cleaner if your assigned cleaner cannot come. 

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Do I need to be present at home when the cleaners arrive or leave?

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You don't have to introduce yourself if it's not your first time signing up with Premier Housekeeping. However, introductions can help establish a friendly relationship with your home specialist.

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Can I trust your cleaners? Have they undergone background checks?

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Rest assured that you can trust us! Our owners have over 35 years of law enforcement experience, and our cleaners undergo rigorous federal and state-wide background checks. We believe in keeping only the best.

 

Is Premier Housekeeping licensed, bonded, and insured?

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We are insured for up to $1 million in general liability damage and are licensed in Idaho and Washington state.

 

Does Premier Housekeeping use toxic cleaners?

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Harsh chemicals are needed for tough cleaning, like using CLR to clean a glass shower with calcium buildup.

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May I leave a key?

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For the first clean, we require a walk-through with someone who knows your home. After the first walk-through, you can absolutely leave a key.

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Is tipping customary? If so, what is the appropriate amount to tip?

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There is no suggested percentage for tipping, but any amount is appreciated by your Home Specialist.

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What if something breaks?

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In the unfortunate event of an accident, please contact our office immediately. We will work with our insurance to promptly replace the valuable object. Don't hesitate to reach out to us as soon as possible.

 

Would you still perform cleaning services if people smoke indoors?

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We do not clean homes where smoking is permitted to ensure the safety of our cleaners and a remarkable experience for our customers.

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Cleaner left early or finished job early. What should I do?

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Cleaners are expected to complete all cleaning tasks within the paid time. Should a cleaner leave early, please do not hesitate to contact our offices immediately. We will ensure that the situation is resolved promptly and satisfactorily.

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What should I do if I am unsatisfied with the cleaning after the cleaners leave?

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If you are unsatisfied with our service, please contact us immediately for further instructions. Rescheduled cleaning must be completed within two business days of the original appointment.

 

Am I charged when I make a booking?

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We kindly ask for payment in advance to reserve your preferred day and time for cleaning. While some may find this request unusual for a service company, we have implemented this standard to prevent any potential fraudulent billing. Our ultimate goal is to ensure that all cleanings are paid for before we provide our services.

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Are your prices negotiable?

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No, our rates are calculated based on the information you provide on our booking page. Our industry-leading algorithms provide the most competitive rates available.

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What if my chosen service isn't completed in time?

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If the cleaning takes longer than expected due to the initial lack of cleanliness, an additional booking may be required.

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What should I do if my home needs more time than I initially booked?

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Please make sure to choose the correct level of cleanliness of your home when booking online. This will ensure that the appropriate time is allocated for cleaning during your scheduled booking. Providing inaccurate information will require you to reschedule your appointment at the full rate.

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Why do I need to choose the level of cleanliness when booking?

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We have simplified the booking process for cleaning services by removing the need for a home walk-through and any consideration of square footage when determining rates. Instead, we offer three options for customers, ensuring enough time is allocated to clean their homes.

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What can I expect when I add an organization to my booking?

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Organizing disorganized areas, such as pantries, closets, counters, and entryways, often requires extra time.

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How can I cancel my account?

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Please head to our website's account page, log in, and select "cancel my account" to quickly submit the cancellation form.

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How can I determine the answer to the question 'How often do you clean'?

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To ensure that your scheduled cleaning is effective, it's important to evaluate the current condition of your home accurately. This assessment will help you determine if your home can be cleaned in a single session, thus avoiding the need for a second cleaning that could lead to additional costs.

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How Do I Update Billing?

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You can update your billing information, address, and subscription by going to your account page and selecting the "Billing" section under account settings.

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