Frequently Asked Questions
What's your cancellation policy?
Cancel your appointment free of charge up to 24-hours before your scheduled cleaning service.
Any cancellations made between twenty-four (24) hours of the scheduled appointment and up until 5:00 pm EST the day before the scheduled appointment will be assessed the $50 cancellation fee. Any cancellations made after 5:00 pm EST the day before the scheduled Cleaning Services will be charged the total amount of your applicable Cleaning Services appointment.
When will you charge my card?
We will preauthorize your card for a small amount (usually $1) at checkout to make sure your card is active. These funds will be released within a few days.
12AM ET the day of your cleaning, we will pre-authorize your card for the full amount due on your upcoming house cleaning.
12AM ET the day after your cleaning, we will charge your card the full amount due for your house cleaning plus any tip you've specified.
Do I need to be at home during my appointment?
No, you don’t have to be home during your house cleaning. We just need access to your home and the areas you'd like us to clean. Our clients provide entry to their homes in many ways, such as providing a key ahead of time, permitting neighbors to let us in, leaving a key in a lockbox at the residence, etc. When finished, our cleaners will lock up your residence and return your key to your preferred location. Our recurring customers can take advantage of our convenient lockbox rental service for added security.
What's included in a house cleaning service?
Do I need to provide cleaning supplies?
No, we'll provide all the necessary cleaning supplies and equipment to properly clean your home. However, if you prefer we use your personal favorite products, we're more than happy to accommodate your requests. Simply let us know ahead of time and leave the products in plain sight.
What should I do before the cleaners arrive?
Before the cleaners arrive, it's essential to pick up clothes and loose items, secure your pets, and arrange access to your home. Review the cleaning checklist for your scheduled service and our Cleaning Services Agreement to familiarize yourself with our policies. Read our article How to Prepare for a House Cleaning for a more detailed list of steps to prepare for your cleaning appointment.
Is Baltimore Home Cleaning insured?
Yes, we're insured. In the event of accidental damage, please report the issue within 48 hours of the time of your cleaning. You may email us at email@example.com or call us at (443) 432-4201.
Is Baltimore Home Cleaning pet friendly?
Yes, our cleaning team is happy to work in homes with friendly animals and pets. If necessary, we can accommodate certain pet instructions during your house cleaning service, such as letting your dogs out of the kennel before we leave. However, since even friendly animals can get in the way, we require all pets to be safely secured during the actual appointment. If a crate or kennel is unavailable in the home, owners can simply move their animals to unoccupied rooms as our team works in other areas. If your pet is likely to become anxious or agitated during our visit, please make off-site arrangements prior to your scheduled cleaning date. Thank you for your understanding.
How does the Satisfaction Guarantee work?
If you’re not satisfied with your house cleaning service, we’ll re-clean the areas you were dissatisfied with – free of charge.
Simply report any problems or dissatisfactory service to firstname.lastname@example.org within 24 hours of your appointment.