Frequently Asked Questions
Billing and Pricing
We only accept credit cards and debit cards as an acceptable payment method.
We do not accept cash, checks, pre-paid debit cards or any other forms of virtual payment besides the ones listed above.
We charge all credit/debit cards on the day of service, AFTER cleaning is complete. However, our scheduling software will automatically verify that sufficient funds are available before your cleaning service.
The verification of funds will show up as a temporary line item on your bank statement until cleaning services are complete.
We are a subscription service, for ease of payment processing we can switch your payment details to a credit card instead (cash back rewards).
Last Minute Change Fee:
24 Hour / Same Day Cancellation Fee:
For reschedules / cancellation within 24 hours of your service date a fee equal to 100% of the service cost will be applied as a last-minute change fee.
For last-minute lockouts (booked a cleaning service but did not open the door when we arrived) we will do everything we can to ensure cleaning services are delivered before applying the 100% cancellation fee (calls, text messages, emails and door knocks).
For your convivence we provide 3 day advance notice reminders for all upcoming service appointments.
Cancellation Of Recurring Services:
No fees will be issued for the cancellation of recurring services. Your recurring service discount will be applied on your second cleaning service and will remain at the discounted price until you cancel your recurring service.
As outlined in our terms and conditions, we only accept cancellation requests submitted to us in writing (email or text).
To cancel or reschedule your appointment please use our Contact Us page on our website to contact us.
Your recurring service discount will be applied on your second cleaning service and will remain at the discounted price until you cancel your recurring service.
5-7 business days.
Tipping is entirely optional, but very much appreciated by your cleaning team.
For homes greater than 3,000 square feet we offer an hourly service. You can pick and choose which parts of the house you want us to clean or simply choose our standard cleaning package.
You can be home to direct our cleaning staff as you see fit and if more time is required, we will reach out and receive your approval.
Your price depends on the size of your home, your cleaning frequency, and whatever optional add-on services you choose to include.
Our Service Offering
Yes, our number one priority is attracting and providing only the BEST cleaning talent in the markets we serve.
All cleaning staff are rigorously screened for criminal background record and cleaning ability before working with us.
Yes, Castle Cleaners LLC is insured with professional liability insurance.
Our cleaning staff is also insured with general liability insurance.
To make your cleaning service more efficient, we ask that you do the following before we arrive:
——
1) Pick up or put away clothing/items which are blocking various cleaning surfaces.
2) Store away any household items which can easily break.
3) Secure your pets so they are out of the way while our cleaning staff cleans your home.
——
We need electricity and water to clean, so please make sure your utilities are still functioning. To make your cleaning service more efficient, we also ask that you:
——
1) Pick up or put away clothing/items which are blocking various cleaning surfaces.
2) Store away any household items which can easily break.
3) Secure your pets so they are out of the way while our cleaning staff cleans your home.
——
No, we provide all of our own cleaning supplies and equipment.
However, if you prefer, we can use your cleaning products instead. Just let us know the day before your service.
It depends on your property’s size / square footage. However, we usually send TWO cleaners every service.
When required a team of FOUR could be used for the cleaning of your home however, this is rare.
As professionals, we allocate the correct amount of resources to ensure your home is cleaned within a reasonable time frame without you (the consumer) incurring additional costs.
Yes you can! You will be happy to know that we strive to ensure that you keep the same housekeepers every service. However, due to illness, days off, or a change in career path we can’t 100% guarantee it.
Your home will have TWO dedicated cleaning crews who can service you during any given service week. If your primary cleaning crew is not available your back up crew will clean instead.
All of our cleaning staff are vetted before beginning employment (criminal background, cleaning ability and quality).
To help us keep the same cleaning crew on your home, please stick to your cleaning schedule and minimize rescheduling.
For health reasons, our teams will not clean bodily fluids / solids originating from animals or humans. We also do not clean items infested with bed bugs / roaches or items covered in mold to avoid cross-contamination.
Any live infestation / bio hazards will need to be cleared before we can disinfect the area.
Before every service we will inquire about the condition of the property. In the event that a live infestation / bio hazards are present but the company was not notified in advance, a fee equal to $65 will be charged as a “last minute reschedule fee”.
Home Access
We understand you might not always be available to receive the delivery of your services.
For our busy working professionals, we do have potential solutions available to you. To see our company approved solutions please click here.
These are the same solutions used by Airbnbs and Real Estate Agents. This allows for automated service delivery with no coordination needed on your end.
Appointments and Scheduling
You will receive 3 full day advance notice via email and text message notifying you of your upcoming service appointment.
Additionally, you will also receive email and text message notifications one day before your appointment as a final reminder.
As outlined in our terms and conditions, we only accept cancellation requests submitted to us in writing (email or text).
To cancel or reschedule your service appointment please use our Contact Us page on our website to contact us.
Make sure to reschedule / cancel FIVE DAYS BEFORE the beginning of your (“TARGET SERVICE WEEK”), the week in which you are suppose to receive cleaning based on your selected cleaning frequency to avoid a $65 last-minute rescheduling fee.
Expect correspondence within 24 hours after reaching out for help.
Once you sign up for repeat cleaning services we will work to ensure you are on the cleaning schedule every month, and receive service during your (“TARGET SERVICE WEEK”), the week in which you are suppose to receive cleaning based on your selected cleaning frequency.
Scheduling is a very complex process. Due to high demand we can’t promise the same dates and times for every service.
We do our best to honor our commitments and will never cancel appointments willingly. If we do, we’ll reach out to make it right.
The only exception to this policy is in the case of natural disasters and/or factors outside of our control.
Customer Feedback
Feel free to leave us a review on Google or Facebook letting us know how we did.
In addition, after every service we will ask for feedback through our in-house feedback tool to ensure that we continuously improve our service to you over time.
Your happiness is the reason we do our work. You will be pleased to know that we offer a 100% customer satisfaction guarantee.
If you are not satisfied with your cleaning service give us a call within 24 hours and we will provide a re-clean free of charge for missed items.