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FREQUENTLY ASKED QUESTIONS

How many people will clean my home?

Our cleaners work solo or in a small team of two.  We believe in providing personal service with a personal touch. 


Will I always have the same cleaner?

We make every effort to have the same person clean your home each visit. Occasionally there may be a change due to illness, vacations and staff changes. If your cleaner is not available, we'll send another trained cleaner with management oversight. You can rest assured your home will be consistently cleaned.  


Are you bonded and insured?

Oh yes! Our comprehensive insurance cover delivers total peace of mind. We have made sure that trusting us with your home is as risk-free as possible. Accidents do occasionally happen but if they do we will ensure that everything is resolved as quickly as possible. We can even send you a certificate validating our insurance.


What if something gets broken?

We know that sometimes unfortunate accidents happen. When damage does occur, we will notify you asap and we’ll do our best to make it right. Our cleaners are trained to immediately report any damages to our office. 


How do I pay for my cleaning? 

 Effective May 1, 2020, we no longer accept cash or check payments. 

 

We accept all major credit or debit cards (Visa, MasterCard, American Express, and Discover).


You can enter your payment information when you create a new online booking or booking through our Hello Maids app (available for Android and iOS). We do require a credit card or debit card on file before your cleaning to reserve your booking. 


You may also give the office a call at any time to add, update, or change your credit card information.


Should I tip my cleaning provider?

Though it is not mandatory, we absolutely encourage tipping your cleaner to show your appreciation for the exceptional service provided. 100% of your online tip goes directly into the cleaner’s weekly paycheck.


What is your cancellation policy? 

 If you need to cancel your cleaning, please contact the office via phone or email as soon as possible. Any schedule changes that are made 48 hours or less before your service will incur a $75.00 cancellation fee. We reserve the time just for you, and it becomes difficult to replace the labor hours our cleaners are expecting on such short notice when we get a cancellation. The cancellation fee is compensation for this loss. 


What if my cleaning falls on a holiday?

 If your cleaning falls on a holiday that Hello Maids observes, we’ll get in contact with you to reschedule your cleaning for the prior or next business day.


How do I give feedback on my cleaning? 

 After every cleaning, you’ll receive an automated email asking for your feedback and to rate our service. This feedback immediately goes to the office and helps us improve our services.

 

Still have questions?

We're here for you. Call us or send us a message.


Phone 8 AM - 4 PM

1-239-495-5000