Frequently Asked Questions

Tidy Up: Don’t clean before we arrive. Leave that to us! But do pick up and tidy as much as possible. This allows us better access to the home we are there to clean. 

The Best Setting: The ideal cleaning situation is when no one is home. Since this is not always possible, please eliminate as many distractions as possible so your technician can work uninterrupted. We recommend that you schedule your cleaning on a day when there will be fewer people at home and pets are out of the area we are cleaning.

Linens: If you’d like fresh sheets on your beds, leave the replacements stacked on each bed and we will swap them out for you. 

Pets: We love our pets and yours. To best care for your pets (and our technicians), if your pet is inclined to get overanxious or stressed (or be a threat), please secure them before your technician arrives. Also know, we do not clean up after sick pets or pet accidents.

Fragile Items: Move any expensive, fragile, or precious possessions to a safe place that won’t be cleaned, like a spare room or inside of a cabinet (we do not clean inside china and curio cabinets). 

Cleaning Supplies: Mellow Maids provides all cleaning supplies and tools other than a toilet bowl brush. Please be sure there is one in each bathroom. 

Arrival Time: If you are not a 9:00 AM clean please be flexible with the discussed arrival time. Your cleaning technician will naturally have other cleans scheduled before yours and could wrap up early or perhaps late. We give every home the attention it deserves and will be fully present in your home when we are there as well. 

Cleaning Technicians Will Vary: We often assign the same cleans to the same cleaning technicians, but to accommodate our team and our clients, these cleaners will vary from time to time.  

Schedule variations: We are so honored to annually provide our cleaning technicians with paid time off for vacations and other personal uses. Please be flexible with us during those weeks and during holidays, although we will do our best to have your service uninterrupted. 

Build Up: If your home has not been professionally cleaned for some time, there may be build up on areas like bathrooms, kitchens, light fixtures and baseboards. Please be patient, as build up may take several passes to get truly clean. 

Payment: Your cleaning fee will be charged to the credit card on file the day of service.

Love of Décor Fee: Our clients who have a love for décor may collect enough décor (or knickknacks) requiring an additional fee. This fee allows us the extra time needed to dust and move that décor around in order to clean the home they live in. Should our technicians see a need for this extra time, we will be in touch to discuss this with you. Pets may also create a need to adjust your rate. 

Tipping: Everyone asks about tipping. We have made this so easy. You will be text and emailed a scorecard after your clean. If you would like to tip your technician, you can simply respond to that text with a ‘$’ and an amount.  

Rate Increases: We increase our rates annually based on the Consumer Price Index which can be found at bls.gov/cpi. This is done automatically through our software. Typical increase is between 2% and 5% annually. This allows us to increase your technicians pay appropriate to cost of living increases and keeps you from receiving unexpected rate increases. 

Cancellation Policy: We assess a 50% fee if you cancel with less than 48 hour notice. This covers your cleaning technician’s time; as they will have lost the potential for work due to the time they aside for your home. We care deeply about our team’s welfare. 

Lockout Policy: If your cleaning technician cannot gain access to your home the day of service, they will remain for 15 minutes while we try to reach you. If we are unable to reach you in that time that clean will be billed as a “last minute cancellation,” we charge a 50% fee that will cover your cleaning technician’s time. 

Breakage and Damage Policy: It is the practice of our technicians to report any accidents in real-time. However, if an item is broken or damaged and goes unnoticed by your technician, we ask that you report it to us as soon as it is discovered. Please save the broken or damaged item. It is our intention to replace or pay for any damaged item however, sometimes breakage occurs when items are unstable or unsecured. We cannot take responsibility for such items. We also remind you to please put away any fragile and or valuable/sentimental items before your clean. 

Feedback: Our employees take great pride in the work they do and want to be informed when you are disappointed (or thrilled!) with their service. Be sure to use those scorecards. Do keep in mind, we are all doing our very best, so please share your comments caringly and constructively. Your technician as well as our office staff sees those comments. If you are thrilled, please consider going onto Google and leaving a review! This is a lifeline for us and can make all the difference. 

Referrals: We love referrals and appreciate it when you tell family and friends about our services! 

Yes, all of our cleaners are fully insured for your peace of mind. We carry workers compensation, as well as general liability insurance.