faqs

How easy is it to book online?

Enter in your zip code to find out if we service your area and then you will be able to get a quote on your cleaning and book your appointment online in minutes. 
      

Why is my card information needed?

All of our transactions are electronically done, too set an appointment we will need your credit card/ debit card information on file to reserve the appointment. Although it will not be charged till after the appointment, it must be on file for us to send a team of maids. 

What if I am not comfortable giving my credit card online?

If you are more comfortable providing the credit card to a representative, please feel free to call us at 855-980-1860 and a representative will assist you with booking the appointment and add your credit card information for you. 

What times are available to choose?

There will be available times for you to choose that fits your schedule best. You may also ask our LIVE Chat agents if the time and date is available in your area. You may schedule an appointment anytime from 8am – 6pm. We may need to adjust your appointment if for any reason the team is unable to make that time and date we will notify you asap. 

What is the difference between Deep Clean and Regular Cleaning?

Both the deep clean and regular cleaning cover the same areas. The difference in the deep cleaning is that it requires more attention and detail to the cleaning. Many homes that have not been cleaned by a professional in quite some time or is not being maintained would require a deep cleaning for the first visit. We normally add an additional hour for the deep clean to allow our team more time to provide a more detailed clean in areas needed. 

What is a Move in/Move out clean?

A Move in/Move out clean is to prepare the home for display for new tenants or buyers. It is a more detailed deep clean of your home. It covers the extra areas such as fridge, oven and windows. The move in/move out clean requires more attention to details and the home is normally empty which requires them to clean more areas than a standard residential cleaning. 

Can I request multiple teams of cleaners?

Yes, we offer the option to choose from a single cleaner, a team of two cleaners or a crew of 4 cleaners for big projects. We match home owners with cleaners based on their personal needs. 

What happens after I book my cleaning service?

You will receive an email confirmation shortly after submitting the appointment to confirm your scheduled cleaning. Your appointment will be set with the amount of cleaners needed and they will arrive on the appointment date. Your appointment will not be charged until after the cleaning has been completed. 

Do I need to provide any cleaning supplies?

No. City Maid provides all the cleaning supplies needed including a vacuum. If you have any special requests in regards to preferred products you may contact us to leave the instructions.

Do you use green friendly products?

Yes, on request we do provide eco-friendly products for cleaning, customers may note that they would like green products for their cleaning appointment. 

Can I have them use my products?

Yes, if there are certain items you rather have them use. You may leave out certain products and leave us instructions on how you would like the cleaner to use it for the specific areas for the cleaning. 

What are City Maid hours?

Our cleaning services are available Monday – Sunday from 8:00am to 6:00pm. We have evening appointments available as well as being able to request same day appointments depending on how busy the schedule is for the day. 

What if I have pets?

Not a problem, we love pets! It is our priority to safeguard and keep them in designated areas while the cleaners are cleaning the home. If you have a large or aggressive pet, we ask that you please separate the pet from the maids while they are cleaning. You may also leave us a note for us to relay to your team so they are aware for your appointment. 

How do I pay for my services?

We are a paperless company all of our transactions are done by Visa, MasterCard, American Express and Discover Card. We do NOT accept cash or check, we will charge the card on file that was added for the scheduled appointment after the cleaning has been completed.

What if I am not home?

Your homes security is our highest concerns. You may give us a key if you are set for recurring appointments and we will keep it safe at City Maid. It will be issued out the day of your cleaning appointment. 

What if I prefer not to give you a key?

We can make other arrangements and instructions on where a key will be left and where to leave the key after the appointment has been completed. You may add that on access instructions on how to get in the home. However, if we are unable to enter your home for the appointment due to no access provided there is a "Lock Out Fee" for having our team arrive and not be able to complete the appointment due to no access. We will contact you to try to gain access but the team will only wait for an hour before they leave for the day. 

Do I need to leave cleaning instructions for my maid?

You may leave a list of instructions with details on which areas you would like them to focus on. We estimate based on the information you provide us for the quote, sometimes there is not enough time to clean the whole home, so leaving instructions on which areas are a priority will help the team prioritize their cleaning and take care of the areas of most concern. 

What if the cleaner needs more time?

If the team needs more time to complete the assignment we will call you to confirm the extra time needed and the extra cost for the additional time. If you prefer not to add time the cleaners will complete as much as possible with the time estimated. Our prices are based on the duration and our quotes are just estimates for homes your size. All homes are lived in differently and some homes require more time than others. 

What if I am not satisfied with the job provided?

We are confident in our cleaners and do our best for that to never happen. But if it does, we are happy to make it right. Please contact our office within 48 hours of your service to discuss with us which areas were not to your satisfaction. We will be happy to send the team to come back to re-clean any areas that were missed. Restrictions apply, must contact asap. Our re-clean policy requires our clients to get in touch with us within the first week. 

What if I need to cancel or reschedule an appointment?

We ask for at least 1 business day notice for cancellation or any rescheduling for appointments. We will apply late fees for lesser notice. We always provide follow up emails and texts to make sure customers are aware of upcoming appointments so they make sure they are able to complete the scheduled appointment. Please review our same day cancellation fines that will be charged to your card if canceled last minute. 

Do you clean on weekends?

Yes, we are open 7 days a week. We are available all days except major holidays.

Our Weekends normally get booked in advance so if calling for a weekend slot we suggest to call as early as possible so we may fit you in your time needed. 

Are you Licensed and Insured?

Yes we are. Upon request we will provide the documentation of our certificate of insurance via email. 

What happens if something is damaged or stolen?

If something ends up damaged or stolen, please do not wait! Call us right away and file a claim with support providing proof of the claim. All claims must be filed within 48 hours of the appointment in order to be eligible for reimbursement. Please do not wait to contact us. If anything happens call, email, text or chat with us immediately. 

What is your cancellation policy?

It is easy to cancel your appointment, we just ask to at least provide 48 hours of the cancellation so we do not assign or send out a team for your appointment. Since we reserve a time specifically for your appointment we ask that any schedule changes are made at least a days notice. If it is canceled within 48 hours of the appointment the cancellation fee of $50 will be charged to your card that is reserved on file for the appointment slot. We appreciate your understanding in regards to our policy. 

Are there any extra charges?

After the initial quote, if more time is needed to complete the cleaning assignment we will call you to confirm the extra time that is needed. If you confirm to the extra charges we will manually add the time to the quote and provide you the amount that will be charged. Our prices our based on duration and the more time needed the more it will cost. 

What forms of payments do you accept?

We are a paperless company and we ONLY accept major credit cards or debit cards (Visa, MasterCard, American Express and Discover). We do not accept any cash or check payments.

Do I need to tip my cleaners?

It is not mandatory, but it is very appreciated by our cleaners. You may also leave them a yelp review and mention their name to help them receive review bonuses. 

Can I pay my cleaners tips in cash or checks?

Yes, any gratuity to cleaners may be paid in cash or check to the cleaners names. All gratuities are 100% to cleaners, you may either add the tip to the card or give their tip on the same day after the appointment. (We DO NOT accept Cash Payments for the appointment payment that will be charged to the card on file). 

When do I pay you?

We will only charge you once your cleaning has been completed. Since we have reserved a time specifically for your appointment please be sure to make any schedule charges 48 hours prior to your appointment to avoid any cancellation fee. Payment will be done by the card reserved on file. We do not accept Cash Payments. 

How do I sign up for recurring services?

You may select the recurring cycle when booking your initial appointment or any future appointments. You may choose the option of weekly, bi-weekly or monthly for the recurring appointments. If you would like to choose a specific date and time you may request that with the agent assisting you with the booking 

Custom Jobs

If you need a custom job that requires special tasks or instructions or if there is more work needed then a regular deep clean, we may raise the hourly rate based on the type of job if it involves post constructions/remodeling or heavy cleanings it could cost more if it is a large job. Please let us know so our maids are prepared for the cleaning. 

You Deserve a Clean Home