frequently asked questions
- Are you insured? Yes, Hour Hands LLC is bonded and insured. This is crucial to a professional cleaning business as this protects you, the customer, in the event of any damages or losses to your property while we're on site. While we always do our best to vet our employees and train them to be cautious in their spatial surroundings, accidents can happen. Do I need to be home when you clean? The ideal cleaning situation is either when no one is home, or everyone (including pets) are in a separate area of the home that is not being cleaned. This is to ensure our cleaning techs have adequate space to thoroughly clean while not causing any disruptions to you. We understand this is not always possible, so we ask you to please reduce distractions where possible to ensure our team can work uninterrupted. We make every effort to reduce noise and not disturb your home or business environment, however, there will be some noise that is unavoidable, such as running the vacuum.
- What do you charge for services?
- We consider several factors when pricing cleanings. This includes the square footage of the area being cleaned, the number of hours we estimate it will take us to clean, the type of cleaning you need done (e.g. basic clean, deep clean), and if you need any extra tasks completed. Estimates will be customized to your needs.
- Once we receive your request for an estimate, we’ll contact you to do an initial walk-through of your space. After the walk-through, we’ll email you the estimate. Please note, we do not do online estimates. A physical walkthrough is required in order to generate the most accurate estimate.
- How do I pay for services? Residential clients will receive an email after each cleaning with a link to a secure electronic invoice through QuickBooks. You can pay online with any card or via bank transfer. Commercial clients will typically receive a montly invoice which can be paid by check. How do I prepare my space for a professional cleaning? There’s very little you need to do in preparation for your professional cleaning. You do not need to do any pre-cleaning. Here are a few things you can do to make your scheduled cleaning run smoothly: 1. Minimize excess clutter to facilitate a more thorough and efficient cleaning.
- 2. Provide our team with the space needed to safely and efficiently clean your space and keep distractions to a minimum. This includes keeping dogs and small children in a separate space from which we're cleaning in. Move-in / Move-out cleanings: Ensure your space is completely empty (no furniture, trash, items in cabinets), electricity and hot water are available, and your fridge and freezer are empty.
- Do I need to provide cleaning equipment and supplies?
- No, your cleaning tech will arrive on site with all the necessary cleaning supplies and equipment.
- If you have any cleaning product sensitivities, be sure to let us know prior to your scheduled cleaning time.
- How long will it take you to complete the cleaning?
- This will depend greatly on the current state of the home and the size of the home or business. Generally speaking, a basic clean may take 2-4 hours, while a deep clean may take 6 hours or more. Once the in-person walkthrough is completed, we will provide you with an estimate for number of hours.
- What time will my cleaning tech arrive?
- We make every effort to keep to a consistent and reliable schedule that our clients can depend on. During scheduling, we will work with you to set an exact time of arrival.
- How will you access my home or business?
- This is completely up to you and your comfort level. In most cases, you will not be home when your cleaning tech arrives, in which case we will need to have a copy of your home or business key so that we can safely enter your property and keep your key secure.
- We can also access via garage code or with a key you have in a lockbox.
- If we keep a key to your property, it will be kept locked up and will only be accessible by the owners of Hour Hands. On the day of your cleaning, your cleaning tech will retrieve the key and head straight to the job location. Once the job is complete, your cleaning tech will return it immediately to our office to be locked up.
- My tech missed something that I would like to have cleaned, how do I resolve this going forward?
- Your happiness with our services is our top priority and we welcome any and all feedback from you. If your cleaning tech missed something, give us a call or send an email as soon as possible (within 24 hours). Please note, we do not offer refunds on our services. However, we are happy to return to your home or business to clean the area we missed prior to your next scheduled cleaning.
- What is your cancellation policy?
- We provide cleaning services by appointment only. Please keep cancellations to a minimum and only if absolutely necessary. If you would like to cancel a scheduled cleaning, please provide as much notice as possible, but no less than 48 hours. If you cancel a cleaning with less than 48 hours’ notice, we will charge a $50 cancellation fee.
- The full quoted amount for your service will be charged to you if we are unable to gain access to your home or business at the time of service or if we are turned away at the time of service.