Cleaning Service FAQ

How do I contact you?

​We answer all phone calls, emails, and text messages received between 7am and 8:30pm. If you leave a voicemail or send an email outside these hours, we will respond no later than 10:00am the following business day. Please feel free to leave a note for our cleaning technicians at your time of service. You may include comments, needs, likes, dislikes, etc. We are here to serve you and your input is invaluable and appreciated.

Will I have the same cleaner each visit?

​We make every effort to ensure you have your regular cleaning technician each visit, but this is not a guarantee. Due to illness, vacations, promotions, etc. we may occasionally need to replace your cleaning technician.

We will always be respectful in your home. There is no smoking, eating, drinking (other than water) allowed in your home or office, nor do our cleaning technicians watch TV or play the radio. They do not answer the phone or door. Our only purpose while in your home is to clean.

Do you have a guarantee?

​We have built our business reputation by providing our clients with the best possible service available anywhere. Still, we realize that because we are human, things will from time to time get missed. Should this happen, please contact us and we will make a note to rectify this on our next visit at no charge to you.

What supplies do I need to provide?

​We provide our own cleaning products including cleaning agents and color coded microfiber towels. We pride ourselves in our state of the art cleaning practices. We use color coded microfiber technology ensuring the avoidance of cross contamination. Our cleaning agent are hospital grade cleaning products. Commercial green cleaning product that works great and leaves only a light scent behind. Bio enzyme cleaners, especially for bathrooms with unpleasant odors. If you have specific products you prefer, just leave them out and we will gladly use them.

If you would like to avoid the transference of dirt and dander, we ask that you provide a good working vacuum for carpets and canister vacuum for hard wood floors. Please ask us about which one we recommend.

When do the cleaners visit?

Please allow us the flexibility of scheduling our cleaning between 7:00 am and 6:30 pm. We try to schedule our cleanings in an order that requires the least amount of drive time in an effort to maintain our prices and avoid trip fees. If you require an AM or PM clean time, we will make every effort to accommodate your request, however no exact start times are guaranteed.

How do I schedule a change?

We do our best to stay on schedule. However, if a change is necessary we will let you know as soon as possible and would ask that you do the same. Please go through our office for any scheduling changes. We require 48 hour notice for cancellations.

​If you are going out of town, rather than cancel we would like this opportunity to do some deeper cleaning projects such as scrub baseboards, clean the oven or refrigerator, organize the pantry, etc.

What if I do not want a room cleaned?

​Please close the door to any rooms you do not wish to have cleaned and we will focus our energies elsewhere.

Do I need to pick up before the cleaner arrives?

​The better your house is picked up, the better job we can do cleaning for you. If there are dishes, laundry, projects, etc. – no problem! We can either skip these areas until the next visit or charge extra and get it all done. Often putting clutter in a container like a laundry basket or shoe box before our visit is helpful. Getting things up off the floor by putting them on beds or the couch helps, too. If you just can’t get things organized before we come, no problem, just know we will clean what we can get. And with your permission for the extra fee we can also organize and clean. Remember No Task is Too Daunting to us.

How do I pay for services?

Payment by check or cash is due in full on the day of your service and should be left on the kitchen counter. Checks are to be made out to Olivia’s Cleaning Services.

If payment is not received or is not left, a $25.00 billing service charge will be added unless prior arrangements have been made. You may also mail or leave a check for the entire month at the time of your first cleaning. A fee of $36.00 will be charged for each NSF check returned by the bank.

We also accept credit card payments (Visa, MasterCard, or Discover), ACH payments, stored credit cards (we use Square and Stripe which are secure and use encryption that only shows us the last 4 digits of your card) To pay by credit card, simply give our office a call and we will process your payment over the phone. We also take Venmo Cashapp and other available apps.

What happens if I cancel or change my time?

We allocate a block of time for the cleaning of your home. If you request a schedule change, we require 48 hours advanced notice to avoid a cancellation fee. If we do not receive a personal phone call or email within 48 hours of your cleaning time, or we are locked out you will be charged up to the full amount due for your scheduled cleaning. The best way to assure this does not happen is to have a key kept somewhere discreet near your home. Your time slot is yours, it is reserved for just you, if you cancel last minute it cannot be filled. Scheduling arrangements and changes should be done through our office, please. Our cleaning technicians do not have the ability to change schedules.

Our aim is to not charge you the fee but since we have to pay our workers for the time they do not work we now have to charge the fee .

How do you handle my security system?

If your home is equipped with a security system, please ensure that it is in the “off” position or call our office with the code and proper directions for use. If the code should change, please let us know so you do not incur a lock-out fee.

What happens if something is broken?

If you have something that is priceless and/or irreplaceable, please put it away. It is very rare, but occasionally, something gets broken. Your house cleaner will let our office know right away, as well as leave you a note alongside the broken/damaged item. If you would like us to replace it, best, but this is not always possible. Please inform us at your initial cleaning of items in your home that we should avoid and/or repair are in ill-repair, i.e. a picture not professionally hung, loose knobs/handles, etc.

What are your holidays?

We work every day with exception of Christmas, Thanksgiving, New Year’s Day and Easter. Please check your calendar in advance and let us know if we need to reschedule to avoid a late cancellation fee.

What do you do with pets?

We love pets! However, due to potential health risks, we do not clean litter boxes. If you have a pet that is the least bit aggressive, it will need to be absent from the areas we are cleaning. We will never let your pets outdoors, unless instructed to do so by you.