FAQs (Frequently Asked Questions)
How many people will be coming to clean our home?
Regularly scheduled cleaning customers will have one cleaner who will remain their dedicated cleaner for each visit. One time cleans and extra service visits may be scheduled with more than one cleaner depending on the circumstances, service required and customer time deadlines.
Is there a minimum time for each service visit?
Generally speaking we do have a 4 hour minimum for service visits. This is in place to ensure a full day for our staff. Having said this, it may be possible to book less time for your ongoing service visits. Please indicate your preference and we will make every effort to accommodate.
Do I have to be home when you clean our home?
No. This is your preference to be home or not. The majority of our clients are not home when we are cleaning and enjoy coming home to a freshly cleaned home.
Do I have to supply you with a key?
No. It is a matter of personal preference as to whether you give us a key, leave a key outside in a designated spot, or leave other instructions in order to gain access to the home in your absence. If given a key your dedicated cleaner will keep it with no markers or indications on it to reveal your full name or address.
Do I have to leave money for the cleaner each visit?
No. We will send an invoice on a monthly basis. Banking information is detailed on every invoice should you choose to pay us online.
Will I meet my cleaner?
Yes. We would like to meet you at the time of our first visit in order to do a walk around your home with you so that we clearly understand your home and your individual preferences and priorities. This introductory meeting usually only takes 10-15 minutes.
Do you supply equipment and cleaning supplies?
No. Our cleaners do work and travel independently and not in a van with a crew of people. As a result we do use the equipment and cleaning supplies in the home. We will designate a way for your cleaner to alert you to any products that may need replenishing.
Do I have to do anything before the cleaner arrives?
This is a matter of personal preference. Some people do clear clutter so that cleaner time can be more dedicated to cleaning and not tidying. Other clients prefer to have our cleaners guidance and help in this area also. Our cleaners will do their best in either scenario.
What about my pets?
We will determine in advance if there are pets in the home and if they can tolerate new persons in the home particularly in your absence. If so we will only send cleaners who are comfortable being around your pet. Some people do choose to restrict their dogs to a certain area of the home or yard during service visits.
What days do you clean homes?
Monday through Saturday, although special arrangements can sometimes be made for Sunday cleanings. We are closed on all statutory Bermuda Public Holidays although cleaning may be possible on public holidays which would be charged at the Holiday Rate.
What time will the cleaning be carried out?
Cleaning times will be arranged with each customer before your first visit. Your dedicated cleaner will come at the same day of the week and time arranged. Occasional time variations are unavoidable and we will make every effort to advise you of such situations in advance.
What if I need to reschedule an appointment?
We do understand that customers may occasionally need to cancel scheduled appointments due to travel, illness, construction, guests, etc. We do ask for 48 hours written notice. Replacement service may be possible depending on availability.
Are your staff vetted?
Yes. Employees are screened thoroughly before hiring including reference checks and Police Clearance Certification.
Are your staff trained?
Yes. All of our staff undergo an extensive training program. Our training program includes videos, step by step guidelines for procedures in each room in the house, one-on-one hands on training with a manager and shadowing with senior cleaners in customer homes. Training doesn’t end there as we have ongoing, regularly scheduled mandatory training sessions for all staff.
Are your staff insured?
We do provide all of our staff with Health Insurance and Workers Compensation coverage.
What if the cleaner breaks something in my home?
While every effort is made to work both efficiently and carefully, accidents do happen from time to time. We will inform you immediately of any breakage and are prepared to take responsibility by either replacing the item or providing an agreed upon credit to your account. We are also insured for such circumstances.
Do I have to sign a contract?
Yes. The contract does outline our arrangement together, giving you information on our policies and procedures so that you know what to expect from us. It also outlines our expectations regarding customer payment, cancellations, etc.
Am I locked into a contract for a designated time frame?
No, you can terminate your service at any time. We do require 48 hours WRITTEN advance notice (work days) of a cancellation. We do understand that there may be times when customers need to temporarily cancel their service due to guests, holidays, construction, etc. Customers wishing to do so should be aware that we cannot guarantee to hold your spot if cancelling for more than 3 weeks. The customer will be responsible to pay for any time we cannot reschedule if 48 hours notice is not given prior to cancellation.
What are your office hours?
Our office hours are 9:00 AM to 4:30 PM, Monday through Friday. After regular business hours you can leave us a voice mail and your call will be returned promptly the following business day. Alternatively you can send an email and we will respond promptly on the next business day.