FAQs

What do I need to supply?
Our proposals include all labor and equipment necessary to perform the required cleaning functions to maintain your home or facility professionally and thoroughly. However we do require you to provide us with the following items:

1. Paper towels

2. Plastic garbage bags.  

3. A stool or ladder should your home or facility require we use one.

4. Some of our customers wish us to use specific products, chemicals, equipment or brand names that we do not regularly use.  These items should be supplied for us.

Is communication a problem with your crews?
At this time, all of our crews speak English, so there will be no problem communicating your needs with our crews.

What is the cancellation policy?
If you require change in your regular cleaning service schedule, you must provide Cinderella's House Maids with 24-hour notice of such changes or there will be a service charge of $40.00.  (Please Make a note to call us as soon as you become aware that there will be a change in your schedule so that we do not have to charge you unnecessarily.) Future scheduled cleanings will remain unchanged. Please be sure to call in any termination of regularly scheduled cleanings.

How do I pay for services?
Residential Cleaning Services:  Cinderella's House Maids accepts cash only on first time visits, which can be given directly to the crew who comes to clean for you.  After the first visit, we will accept cash or checks.  

Commercial Cleaning Services:    All recurring commercial accounts will be billed monthly by Acute Cleaning Services Inc.  Invoices are due and payable by the tenth day of each month.

All accounts are subject to a $10.00 fee for returned checks. 

Will I always have the same service crew?
Cinderella's House Maids makes every effort to send the same crew each time.  Occasionally there may be a change in your crew due to a member of your cleaning team having a personal day, sick day, or vacation day.  If this should be the case, we will send a replacement crew member until your regular crew member returns.  Should a crew member no longer work at Cinderella's House Maids, we will send a replacement crew member.

Access to your home or office.
Cinderella's House Maids must be able to access your home or facility to provide cleaning services.  There are several different ways that this can be taken care of:

1. You may be at home to meet your cleaning crew.

2. You may leave a key under the matt, a planter, or some other predesignated spot on your property.

3. You may give us a key, which will be held on file in Cinderella's key safe.

How to provide feedback on your cleanings.

We understand that each of our clients have slightly different needs and requirements.  We love open communication with our clients so that we can render you the best possible care on your home and facility.  Here are several different ways that you can let us know if we can further assist you in maintaining your home or facility:

1. As you walk around between cleanings, note anything that you see that may need special attention and jot it down on note paper.  Then, leave it for your cleaning crew on the day of their next visit and they will be happy to take care of anything on your list.  If your note contains items that we have additional charges for, your crew will inform you of this.  

2. Call us directly and speak with a Cleaning Consultant at 631-585-2709.

3. Visit our web site and follow the link on the top navigation bar: contact us to let us know.

What if something gets broken?
Cinderella's House Maids is very careful with all our clients items.  However, on occasion, something may slip out of one of our cleaners hands.  Our crews will notify you should this happen while they are in your home or facility.  Should any damage/loss occur, simply notify Cinderella's by calling us at 631-585-2709 within 48 hours of your cleaning and we will give you a claim number.  We then ask you to repurchase the item and give us the receipt (or a copy of the reciept) at which time we will reimburse you the cost of the item.

While Cinderella's will replace any brakes or damages that occur, there are certain items that we cannot be responsible for;  wall hangings or items that are not properly fastened to the wall or are unstable.  Collectibles such as artwork and/or any irreplaceable items.  Please be sure that you inform us of these items and they are put away.  Jewelry, coins, and small valuables that are left behind/under beds or couches, or anywhere they can be caught in the vacuum.  Please keep tabs on these items and make sure they are put in their proper places.

If I can't be home, what do I do about my animals?
Most pets become quickly familiar with us and we do not have a problem with them being in the home while we clean.  However,  some animals that become upset when we enter the residence, and some animals are known to bite.  Please be sure to keep these pets in their cages, outside, or in a room that we are not cleaning.  Be sure to make us aware of these animals before we arrive for cleaning.  If you have cats or pets that we must be sure to keep inside, inform us of these pets as well, and we will see to it that they do not go outside.

What is Cinderella's refund policy?
Cinderella's House Maids does not refund money on services already provided.  If you are not satisfied for any reason, simply call us within 48 hours of your service and we will be happy to return and provide service until you are completely satisfied. (Please be aware homes that have not been properly cleaned in a while may need more than one visit to get them into shape.  Please bear with us during this process, as too much pressure and scrubbing on surfaces will damage them.)  Specialty cleanings such as Move-Ins and Move-Outs, and Post Construction cleanings need to be specified as there are additional charges for these cleanings.