FAQ

We want our clients to want to use us. You are never required to sign a contract.

If you’re feeling this way, please try not to worry! Our Cleaners are absolute professionals. This is what we love to do and what we excel at. We see it all, and there is no judgment. Our hope is that those feelings will dissipate as soon as your appointment starts and you see your home transform.

There are a few different options on how we can gain access into your home. Please note that it is up to the discretion of you, the client, on how you would like us to enter your home. We encourage all clients to choose the method they are most comfortable with. 1. You are welcome to provide us with a key. All keys are coded and kept in a locked/secure location and provided to a cleaner on the day of your cleaning, then returned to the secure lock-box in our office at the days end. 2. Security Code or Garage Code – many security companies can set up a code for cleaners to have their own code to enter & disable the alarm system. Upon exiting your home, that code will be used to rearm your security system. For garage entry, you are welcome to provide us with the code and we will enter the home through the garage. 3. Knock or Ring the Doorbell – You will be home? Great! We can let your cleaner(s) know that you will be home to let them inside. 4. Secured Building – Please arrange with your concierge or building Superintendent on the best way for us to enter your building. Most intercoms go to a personal cell phone and you can provide entry when we are onsite to gain access to the building. Most unit/suite keys also work with the secured entry door – please let us know what works best for you and the building.

Maid in Heaven requires a credit card on file for all appointments. Should you wish to pay with different means, we do accept email e-transfers if received two business days prior to your scheduled appointment.

We will make it right! Mistakes can happen, but we guarantee nothing less than a flawless resolution to ensure your satisfaction. First: Let Us Try & Fix It – If you are unsatisfied with your service, please let us know within 24 hours of the service in question. We will send a Cleaner back to handle any issues, free of charge. No questions asked. Second: If you are still unsatisfied with any aspect of our service after your re-clean, just let us know within 24 hours of the re-clean. We will credit your FULL appointment cost back. You shouldn’t have to pay for a service you are not completely satisfied with!

As with many service based professionals, tipping is always greatly appreciated and to your discretion.

It’s very important to ask this question of any service company that may be doing work in and around your home. To answer your question: yes, we are fully bonded and insured.

We are! All of our Maid in Heaven cleaners are comfortable with your furry friends. When building your file, our Client Care Representative will ask you for the name of your pet and any special instructions regarding their care while we are in your home. All cleaning products used by Maid in Heaven are eco-friendly and completely safe for pets!

Weight – We have a 20 lb. weight limit for safety reasons. We are accustomed to moving smaller items like dining table chairs, small ottomans, etc. to clean under. If you would like any heavier furniture or appliances cleaned under, you’re welcome to move it and we’ll be happy to clean under it upon request. Heights – We are limited to a 2 foot or shorter step stool. Safety is of the utmost importance to us. Please keep in mind that in most cases, the tops of kitchen cupboards are outside of our reach. Some lighting fixtures are also out of our reach. Clutter – We will work around any highly-cluttered areas to the best of our ability. Same goes with areas used for storage, like underneath beds and on top of cabinets. We are always happy to customize your cleaning service, so please let our office know if you’d like these types of things removed to clean under and behind. As long as they are within the boundaries of weight/height, we’re happy to help! Outdoor Areas – Our equipment isn’t designed for cleaning outside surfaces such as patios, decks, rough concrete floors, unfinished basements, garages, exterior windows, etc. If you can provide a broom, we’ll be happy to sweep out any of those areas upon request. Pet Messes/Body Fluids – This includes, but is not limited to: litter boxes, pet messes, bird guano, blood, feces, urine, and overflowed toilets. Cleaning body fluids (including that of our furry friends) is something we do not do. Mold – Some amount of pink/orange mildew, or even darker mold, is common in some homes. Don’t worry – we can clean small amounts of mold. Large amounts of mold in shower areas, on walls, etc. can affect air quality and pose a safety issue. We aren’t able to clean in rooms that are heavily affected by mold, or in homes with heavy mold infestations. Bugs – We apologize that we aren’t able to offer post-fumigation cleanings. We ask that any bug infestations or fumigation clean-ups are completed in their entirety before we enter a home. Fireplaces – The soot/ash from a fireplace will damage our equipment, especially our vacuums. Simply provide a broom and dust pan, and we’ll be happy to sweep out the fireplace upon request. Laundry – We do not offer any laundry services such as ironing or washing/drying your items. Carpet Cleaning – We do not offer carpet cleaning services. The Following Is A List Of Items We Do Not Clean – The inside of light fixtures, unreachable light fixtures, window screens, or cloth blinds Unless Specifically Requested, The Following Items Are Not Included In Your Clean – Inside of your dishwasher, washing machine, dryer, washing of dishes, or cleaning your hood fan

Please use any way that works best for you! We do ask that you give us 3 full business days notice, and include your name, as well as the date the appointment is scheduled for. There are a number of ways to contact us if you need to cancel: – Call or text any of our local phone numbers – E-mail any email address you have from us – Message us on Facebook or Instagram

We do have a cancellation policy. We require full 3 full business days notice if you need to cancel or change an upcoming appointment(s). This ensures our Maid in Heaven Cleaners have a clear and consistent schedule, and we can continue to provide great service to as many homes as we can! When you provide 3 or more full business days notice, there is no cancellation fee. If you provide less than 3 full business days notice, you will be charged 50% of your appointment cost. If you cancel your appointment the day of, or we cannot gain access into your home, you will be charged 100% of your appointment cost.

Yes we do! Our team here uses eco-friendly cleaning products that are safe for your family and pets, while helping to minimize our carbon footprint. Team of cleaners are trained specifically in how to use these products properly, so you won’t notice a decrease in quality versus a standard chemical cleaner.

We send 1 or 2 cleaners, depending on availability and your needs. We bill in man-hours. For example: If you booked a 5-hour clean and 1 Maid in Heaven cleaner came to the appointment, they would be there for the full 5 hours. If 2 Maid in Heaven Cleaners came to the appointment, they would be there for 2.5 hours each, for a total of 5 hours. Please note that for larger cleans, we may send more Maid in Heaven Cleaners to ensure all the work can get done in a single day.