Frequently Asked Questions

Are you tired of other companies not being able to tell you up-front how much their service will cost you? Have you heard things like: "It depends on how long it will take", or "It depends on how many people clean your house". We do not charge by the hour, we charge a FLAT RATE for each cleaning. Give us a call and we will give you a FREE ESTIMATE over the phone, or if you prefer we will be happy to give you a FREE in-home estimate. ​

Who wants to have different strangers clean their house each time? Most people would like to know the people who are cleaning their house. ​ With us, the SAME CLEANING TEAM will clean your house each time. That way you know the people that clean your house and they know how you like your house cleaned. ​

We used to, but it got to be overabundant trying to stock everyone's preferred brands, scents, etc. Also, some people are allergic to certain chemicals. For that reason, we use the cleaning chemicals that you are accustomed using in your house. We provide all the equipment: mops, brooms, rags, bucket, sponges, vacuums, etc. ​

Of course, you can rest assure that you are dealing with a reputable and dependable company. We have a large Commercial Liability Insurance coverage that protects in case of property damage or bodily injury while working at your house. We are also covered by our Worker's Compensation insurance in case our employees suffers a work-related injury and their medical treatment that may result from working at your house. ​ ​

* Post remodeling, painting or construction is charged extra. * If you’ve cancelled your scheduled cleaning longer than two (2) consecutive times, an additional 50% will be charged. * If you cancel your cleaning within 24 hours of your scheduled cleaning or we are unable to gain access to your house, or we are turned away upon arrival; you’ll be charged 50% of your scheduled cleaning the first time. Subsequent times, you'll be charged 100% of the amount of your agreed rate for the cancelled appointment. All notifications must be made by calling, texting or e-mailing us.(See our Cancellation Policy above).

There are none! Simply, if you're not satisfied with our service or if you're moving away, please let us know in advance. ​

That's totally up to you. You don't have to be home but just let us know how we get the key the day of your cleaning, if we don't have a copy already. Also, don't forget to TURN OFF the alarm the day of your scheduled cleaning or provide us with the (contractor's) code.

In order to provide you with the highest quality cleaning experience, we require your home to be reasonably clutter free and picked up prior to our arrival. If excessive clutter exists, we will do our best to clean around those areas. Remember, we can only clean the areas that we can get to.

Request to see their Business License and Insurance Certificate. ​ Don't assume that because they have an "Inc. or an LLC." in their name that they're a legitimate business. Nowadays, with so many fly-by-night companies, you must ensure that you're dealing with a legitimate business/person. You don't want to trust your house to just any stranger. Here is ours....

If you hire a private person to clean your house, that person is considered your employee and you are responsible to withhold and send in their Social Security withholdings, deduct taxes, etc. Also, you may be held responsible if that person has an accident or is injured in your house. With a reputable company like ours, our payroll company takes care of all those responsibilities for our employees and our insurance covers our employees.

As hard as we try, sometimes accidents are unavoidable. Our company is bonded and insured so that you can feel safe knowing you’re covered in the case of an accident. We will proactively contact you to let you know of any damage, instead of you finding out on your own once you get home. We ask that if you have any heirlooms, keepsakes, or valuables that you prefer for our teams not to handle or clean, to please place these items in a safe location.

There is no term to this agreement between the client and Houservices, LLC. 1. You may end your cleaning services with us at any time. Houservices, LLC also reserves the right to cancel the service provided at any time.​ ​ 2. We strive to provide professional & the highest quality cleaning service in the area. Our staff is bonded, insured and have been thoroughly trained in the proper use of all necessary products and equipment. Our staff has been loyally working with us for the past 8 years. ​ 3. We provide all of the cleaning equipment such as: vacuums, cleaning towels, sponges, mops, brooms, etc. All you would need to provide is the actual cleaning chemicals: (Tilex/Clorox Clean-Up for the bathrooms, toilet bowl cleaning liquid, a multipurpose cleaner for the kitchen, wood furniture cleaner, windex, stainless steel cleaner, trash liners, etc.) TEAMS: Our staff works in teams of two. If the job size is more demanding, we will add an additional person (usually for deep cleanings, move-in/move-out cleanings, post-construction/remodeling cleaning or any additional work). ​ We provide you with the same cleaning team each visit. ​ CONDUCT: Our staff is expected to treat your home with the utmost respect. They will not bring food or drinks, smoke, watch TV, play the radio, answer the telephone + doorbell. Their only purpose is to clean while in your home. ​ PETS ESCAPING FROM THE HOME: We cannot be responsible for pets that “escape” when our cleaning staff are entering/exiting your home. If your pet will be “roaming free” during the cleaning, please let us know in advance, so our cleaning team can be on alert when they open the door. Our cleaning teams are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods. ​ EQUIPMENT AND SUPPLIES: We will provide all of the cleaning equipment, vacuums, cleaning towels, sponges, mops, brooms, etc. All you’d have to provide is the actual cleaning chemicals and trash liners. ​ SCHEDULING: Cleanings are scheduled in order of distance from each house. This means the exact time of your cleaning may differ each time. If you require an AM or PM schedule, we will make every effort to accommodate your request. However, no times are guaranteed. We make an effort to be consistent on our arrival time, but there are many variables that may affect it: traffic, unexpected cancellations, weather, etc. ​ CANCELLATIONS / SKIPPING: ​Cancelling or "skipping" your scheduled cleaning at least 24 hours in advance, will result in the cost of your next cleaning service increasing by 50%. A biweekly client who “skips” a cleaning, creates a four‐week interval between visits and the applicable (higher) Monthly fee will apply. ​ CLEANING FEE INCREASES: Houservices, LLC. reserves the right to reevaluate rates at any time based on the additional workload required to perform our service to meet the client’s standards. We will contact you to discuss possible price or service revisions if the workload differs from the original estimate. ​ PAYMENT POLICY: Payment is due in full on the day of the cleaning (cash or check preferred). • Credit Cards: If you choose to pay by credit card, a $5.00 convenience charge will be added to your cleaning fee. • Service fee for returned checks: Checks returned for non‐payment, (insufficient funds, closed account, etc.) will be charged a $30 returned check fee in addition to making good on the payment for services. Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds to clients. If you are not happy, we will come back and re‐clean any areas free of charge according to our 100% Satisfaction Guarantee. LATE CANCELLATION: (Less than 24 hours in advance) Late Cancellation fee of $80 will be applied unless notification of a change has been made more than twenty-four hours in advance. Subsequent times, you'll be charged 100% of the amount of your agreed rate for the cancelled appointment. All notifications must be made by calling, texting or emailing. Telling the cleaning team when they are in your home is not considered notification. ​ Our teams’ daily pay is based on the amount of homes scheduled for the day. When you cancel on short notice, it does not give us an adequate amount of time to fill in your spot. Therefore, our staff's pay will be affected. Should you, at any time, require a modification to the cleaning detail or instructions, a call to our office is the fastest way to reach us. ​ The cleaning team is instructed to follow the instructions as they appear on their personalized work order. ​ SECURITY ALARMS: If your home is equipped with a security system, please ensure that it is turned off or inform our office of the code/input sequence before your scheduled cleaning. Please be sure to notify our office if this code changes. ​ ACCIDENTS: If you have valuables, irreplaceable items or heirlooms, etc., it is recommended that they be put away to avoid accidents. Although not common, accidents may occur. Our staff is instructed to call our office immediately if anything were to be damaged. We take a proactive approach to inform you if these incidents occur. In the event that an item is damaged or broken, we reserve the option to repair OR replace the item. We cannot be responsible for wall hangings attached with anything other than “real” picture hooks. No straight pins, thread, etc. ​ HOLIDAYS: The only holidays observed by our company are New Year's Day, Memorial Day, Independence Day, Thanksgiving and Christmas Day. Regular cleaning services will be offered all other holidays. Should your regular cleaning fall on these days, our office will contact you prior to the holiday to reschedule your cleaning. If you wish to reschedule a cleaning that falls on another holiday throughout the year, please call the office at least 2 business days in advance to avoid a late cancellation fee. ​ CLUTTER: The cleaning will be done more efficiently if our staff does not have an abundant amount of clutter to contend with. ​ PETS and PLANTS: If you have pets, we are not responsible for picking up after them during our visit. Additionally, we do not clean litter boxes, urine, feces or vomit from the floor. Due to the individual care that plants require, we are not responsible for maintaining them. ​ SPECIAL REQUESTS: Please call us in advance for special requests (i.e. post remodeling, painting or construction; for refrigerator, oven, interior windows, garage and extra rooms cleaning) so we can schedule the time needed to complete these tasks. We will provide an over the phone estimate, however, we reserve the right to adjust the quote after the job is completed. ​ SERVICES WE DO NOT PROVIDE: * We have instructed our staff to leave certain items untouched, such areas containing any bodily fluids. * If your pet has a potty accident or vomits, it will be your responsibility to clean it up. Our teams are advised to clean around these areas. * We do not clean inside curio or china cabinets. If you have other items you prefer that we do not clean or handle, please call the office and we will arrange to avoid those items. * Our staff cannot climb higher than a two-step ladder or stool, we do not work on the outside of your home, move furniture that contains electronics, lift any objects over 20 pounds, prepare meals, provide any pet or children-related services, or empty diaper pails. ​ HIRING OF HOUSERVICES, LLC STAFF: All of our staff have signed a Non-Compete agreement with Houservices, LLC upon offer of employment. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their employment with Houservices, LLC and for 2 years following termination of employment, without written approval from Houservices, LLC and a possible placement fee of $2,500.00. You agree to not hire past or present staff of Houservices, LLC for a period of 2 years from the date the staff member last worked for Houservices, LLC. A great deal of time and resources are put into hiring our staff and training them. In the event you feel you must hire a staff member of Houservices, LLC in spite of this agreement, a $2,500.00 placement fee is due immediately upon employment of the past/present staff member, regardless of whether the employment is regular or on a contract basis. ​ TIPS: Tips are highly appreciated, but not required. A recommended tip is 10-15% of your total cleaning fee. Tips can be left as cash for the cleaning team. This includes Christmas Holiday gratuities (please do not include it in your check payment to our company). ​ IF THERE’S A PROBLEM: We guarantee our work. Contact our office within 24 hours of the cleaning and we will make every effort to correct the problem(s) as soon as possible. We will come back and retouch the area that wasn’t done to your satisfaction. Houservices, LLC does not refund any portion of a cleaning fee. ​ KEYS: Please make sure your home is accessible to us. Your scheduled cleaning time may change each week, therefore, providing us with a key to your home is preferred. Keys are maintained in a lock box until the day of your scheduled cleaning. ​ HOURS OF OPERATION: Houservices, LLC is available to you Monday through Friday, from 8:00am to 5:00pm. For after hours and weekends, a voicemail can be left and we will get back to you it on the next business day.

We are dedicated to our clients' satisfaction, if for any reason you're not satisified with the quality of our service, we will be happy to set up a time to send our team back to retouch the area that wasn't done to your satisfaction at no cost to you. We just require notice of unsatisfactory work within 24 hours of your cleaning, with the opportunity to correct issues specified within three days of your original service date.

CANCELLATION POLICY: We understand that things come up, and that's not a problem! If a cancellation or rescheduling is needed, we kindly ask that you let us know at least 24 hours in advance prior to your scheduled cleaning. ​ SAME DAY CANCELLATIONS OR LESS THAN 24 HOURS NOTICE: Please expect to be charged the full cost of the cleaning if: - You cancel or "skip" your scheduled cleaning less than 24 hours in advance. - If we are unable to gain access to your house. - Or if the alarm system is unable to be turned off while you are away from home. Please be respectful of our staff's time. This fee helps to cover their lost wages due to the unexpected cancellation. ​ CANCELLATION WITH MORE THAN 24 HOURS NOTICE: A biweekly client who “skips” a cleaning, creates a four‐week interval between visits and the applicable monthly fee will apply. A 50% increase in your regular cleaning rate will apply on your next cleaning date. - After 3 consecutive cancellations, we have the right to decline future service. - All notifications must be made by either a call, text or email. - We are happy to accommodate a rescheduled appointment based on our next availability. REFUND POLICY: Due to the subjective nature of the cleaning service, we are unable to offer refunds. However, we are committed to your satisfaction and we guarantee it. If anything was not done to your satisfaction, please feel free to notify us within 24 hours. We are happy to work with you to retouch any areas that were overlooked.

What type of information we collect? We receive collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedbacks, product reviews, recommendations, and personal profile. ​ ​ How do we collect information? When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. We assume that you agree to the collection of your personal information and that it will be used for the specific reasons stated above only. ​ ​ How do we store, use, share and disclose your visitor’s personal information? Our company is hosted on the Wix.com platform. They provide us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix applications. They store your data on secure servers behind a firewall. All direct payment gateways offered by Wix and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. ​ ​ Communications We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail. ​ ​ ​ If you don’t want us to process your data anymore, please contact us at Info@houservices.com or call us at (703) 929-6463. ​ ​ We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us at info@houservices.com or by phone at (703)929-6463.