faq

Yes! In fact, we encourage it. Your preferences give us the structure we need to enhance your cleaning experience and ensure that you’re completely satisfied with your home’s level of clean. In order to be sure that your preferences are recorded in your cleaning plan, we recommend that you call us directly. Our friendly office staff will then record your needs, so you don’t have to reiterate them every time we arrive for service.

During the event that one of your routine cleanings falls on a holiday, we’ll reach out to you. Our team will also remind you of any additional housecleaning services that we can provide you with so you can be prepared for the upcoming holiday. We’ll do our best to work with your schedule.

If you have any sentimental or valuable items that you consider irreplaceable, please put them aside in safe space prior to your service. If this request is not reasonable for your space, please let us know the specifics of the items and we will take extra steps to notify our cleaners. Should something break during a cleaning, we will be in touch with you ASAP to let you know and to work with you to determine next steps. If you arrive home and discover that something is out of the ordinary, please contact us to remedy any issues immediately.  

Yes, we’re proud to be a pet-friendly company. If your pet is aggressive in any way, we recommend that you leave him or her outside or in a gated area to ensure the safety of our professional housecleaners. If you don’t plan on being home when we arrive, please let us know how to appropriately handle cleaning around your pet.

We have certain requirements in place to safeguard your pets while prioritizing our housekeepers’ comfort and security. We kindly ask you to keep any dogs in your household away from our housekeepers while they’re cleaning (kenneling or removing them from the home is preferred). You may allow your cats to roam around freely, but you might want to keep them behind closed doors if they have a tendency to try to escape. Your housekeeper will not be able to complete your service if an unsecured pet is keeping them from cleaning your home.

Don’t have time to clear the clutter?  We offer as a extra service to clear the entire home of clutter.  No need to clean before your appointment that is what we do.  Clean Space Clear Mind

In the event that we cannot gain entry to your home, we will reach out to you directly in an attempt to quickly resolve the issue. If we still cannot enter through other means, we will reschedule your service within the next seven days or facilitate a full refund.

You do not need to be present.

We will not conduct cleanings in the following areas for any service type:

• Outdoor spaces
• Pests such as fleas, roaches, or bed bugs
• Illicit materials or drug paraphernalia
• Unsecured weapons
• Blood, feces, vomit, urine, or any other human or animal bodily fluids
• Exterior windows
• Ceilings
• Areas beyond the reach of a single-step stool, tops of cabinets and furniture, and out-of-reach appliances
• Under or around numerous or fragile personal items

Additionally, we typically do not perform the following cleanings unless you are a weekly, bi-weekly, or monthly customer or if the service is specifically requested, which will incur an additional charge as indicated at the time of booking:

• Inside of refrigerators
• Interior windows
• Inside oven
• Clutter
• Window blinds
• Inside cabinets
• Dishes
• Polishing Cabinets
• Bedroom closets and hall closets
• Mold and mildew

Have specific entry instructions for us? Keep us up to date on gate codes, door code, and lockbox locations by leaving us a note when booking your services.

Our cleaners wear disposable gloves and shoe coverings. Impeccable Home will adjust its Covid protocols depending upon local COVID infection rates. For our customers, we request that if you are currently testing positive for COVID, to please reschedule your booking to occur once you test negative. Further, if you test positive within three days of a cleaning at which you were present, please notify us at service@impeccable.homes so that we may take appropriate action.

We have a time allotment to complete your cleaning depending upon the size of your home. Setting up a recurring cleaning schedule will help maintain the cleanliness of your home over time.

You can update notes and add-ons any time before we start your service. If you need to reschedule or cancel your booking, please do so at least 48 hours prior to your service to avoid any late fees. You are able to cancel any booking through the app until 8 AM the day of your service. This cancellation policy supports our housekeeping team’s wages and provides stability to our employees.

Cancelling within 24 hours of your booking will incur a $35 fee.
Cancelling within 48-24 hours before your booking will incur a $20 fee.
Cancelling outside of 48 hours prior to your booking will incur no fee

We don’t require our Impeccable Customers to sign a contract.

For your first service, we suggest the Impeccable Beginning Service so our team can get your home in tip-top shape. Then choose any of our three other services to keep your home looking great.

We can also add specialty services to your regular cleaning plan as needed, such as:
Fridge interior cleaning
Oven interior cleaning

Our housekeepers are bonded, and insured. They may arrive alone or in teams depending upon the size and scope of the job.