Our goal is to provide the best customer service and answer all your questions in a quick and timely manner. Below are some of the frequently asked questions.
1. I have never had a Maid service before. How does it work?
.-Just request your service through our website or call our office where our staff will create a profile. We will ask you some simple but important questions for the quality of your service. Then, we will give you an estimate of the costs and book an appointment at the time and date you choose (It will depend on availability). Once the appointment has been made, you will receive an invoice to your email which must be paid to confirm your appointment. You can also make payment on our website and we will confirm your appointment.
2. What time will they arrive?
.-Although we cannot give you an exact arrival time, we will give you an estimated time, which will depend on certain factors such as traffic or distance to your residence. We schedule appointments in the morning or afternoon.
3. Do I need to be at home on cleaning day?
.-You don't have to be home when we clean, but if you decide to be home on the day of the service it's okay with us. If you are not going to be home, most of our customers give us an entry code, a garage code or any other important information that our cleaners need to access their residences. Let us know which of these options would be best for you and we will make all of the arrangements so that your appointment is not affected by access to the home.
If you decide to be at home please see the information about our virus response. Learn More...
4. What forms of payment do you accept? / How do I pay for the service?
.-We accept payment by credit or debit card, (PAYPAL) But to make payments you do not need to have a PAYPAL account, just select the option to make payment by debit or credit card now. IMPORTANT. Due to Xcleanpro's policy we do not accept payments by check or cash, only online payments.
5. Could I tip the cleaner??
.-We always encourage you to show your appreciation to your cleaning professional if you are happy with the work done in your home. It is never a requirement, but a tip is a powerful way to say thank you. Even a personal note from you, simply saying "thank you for making my house shine" means a lot.
If you wish to leave a tip you can do so online in your invoice and we will pass on your gratitude to the cleaner or if you prefer you can give it to the cleaner personally.
6. How does the distribution of hours work?
.-The hours (per hour of cleaning) are for a single cleaner, if more cleaners are sent then the time will be divided by the number of cleaners. For example, a four-hour cleaning done by two cleaners would be done in two hours. It could be 1 to 4 cleaners depending on availability.
7. How do I prepare for a cleaning service?
.-You can start by leaving a prioritized list of tasks for our cleaners, where you can specify some areas and items you want us to focus on.
If you are a frequent customer but want to let us know the priority list you want the cleaner to focus on, you can complete the new customer form where you will find a list of areas to be cleaned or serviced.
You can help our team focus on cleaning if you leave your house in order before we arrive.
Leave a list with information about sensitive items or items with significant sentimental value. We will take special care with them.
8. Do I need to provide any material?
.-Don't worry, our cleaners have their own cleaning products, but feel free to let us know if you want the cleaner to use your cleaning products.
9. How does the quotation process work?
.-In our new customer form you will find a list of the areas that our cleaners can attend, even if you don't get a specific area that you want to attend in your service, you can let us know in the additional comments section. New customer form here!
Once we receive the form we will send you a confirmation email with an estimate of hours based on the information you provide. but you can contract the amount of hours you consider. keep in mind that the service is per hour and the cleaners will do their best to attend the areas you wish to be served. The time of service will depend on the difficulty of the service.
10. What happens if I need to change or cancel an appointment?
.-Cancellations must be made before the 2 days grace period prior to your appointment. In other words, a Wednesday noon appointment must be cancelled before Monday noon (the day before). Cancellations after the 24-hour grace period will be considered same-day cancellations and charges will apply as follows: a charge equal to 30% of your bill
11. Will i always have the same cleaner?
.-We always try to send the same cleaning professional to your home on every visit. Sometimes that is not always possible due to illness, vacation or days off, but don't worry! If your regular professional is away, we will send you another amazing professional who has gone through the same system of work and background checks. You can be sure that your house will be cleaned constantly, each and every time.
12. What if somenthing in my home gets borken?
.-We know that cleaning your house requires our cleaners to polish or rub practically everything to get a good clean. We also know that sometimes accidents happen. So if any damage or loss occurs, just notify us through our website "www.xcleanpro.com/contact" within 24 hours of the date the cleaning service was completed, and we will do our best to fix it.
13. Are you insured?
.-Yes, we are fully bounded and insured. Our main priority is to protect your home from any incident that may occur.
14. Do you offer any guarantee?
.-Our services are guaranteed, however, if you are not satisfied with the service we provide you have a guarantee of cleaning for dissatisfaction that is valid for 24 hours after the service is completed. That is, if you are not satisfied with any area that has been cleaned, we will perform the cleaning within the next 24 hours.
We can help you save time and focus on the things you love and care about most, including your family and friends. Let us handle the hassle of keeping your home clean. Get in touch with XCLEANPRO!