Frequently Asked Questions

  1. Q. Do we have to sign a contract?
  2. Q. Who will be cleaning my home?
  3. Q. Will the first cleaning take longer?
  4. Q. Are you licensed, bonded and insured?
  5. Q. How do you find such good people to clean?
  6. Q. What happens if I’m not satisfied?
  7. Q. What if something is damaged when my home is being cleaned?
  8. Q. Do I have to be home when the staff comes?
  9. Q. How do you handle pets?
  10. Q. Am I guaranteed service the same time and day of the week?
  11. Q. What if I need to change my cleaning appointment?
  12. Q. Can my regular cleaner do additional tasks not covered in my daily program?
  13. Q. What is the cost of the service?
  14. Q. How do I pay for services?
  15. Q. Do you offer gift certificates?
Q. Do we have to sign a contract?

A. No, there are no complicated contracts. The only thing we ask is, if you must cancel a regular scheduled appointment, that you do it prior to our scheduling for that week.
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Q. Who will be cleaning my home?

A. We make every effort to send the same employee each visit. However, sometimes due to illness, vacations, or other reasons; we may have to substitute another employee to clean your home. We also have complete and customized Work Orders for each job detailing the specifics of your home to insure quality.
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Q. Will the first cleaning take longer?

A. Yes. Before we can begin regularly scheduled maintenance of a home, there are a variety of first time tasks that require extra time and effort. Your first time cleaning may or may not require a “spring-type” cleaning which includes washing of woodwork and sometimes walls +/or windows. So depending on the needs you may require it’s not uncommon for us to spend from two to four times longer on an initial cleaning.
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Q. Are you licensed, bonded and insured?

A. Yes, and all of our employees are covered by Worker’s Compensation Insurance as well to insure worry-free service to all of our customers.
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Q. What happens if I’m not satisfied?

A. Call us within 24 hours of service and we will return for no additional charge.
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Q. What if something is damaged when my home is being cleaned?

A. Although we take extreme care when cleaning your home, sometimes accidents do happen. If breakage or damage occurs as a result of our cleaning we will make every effort to have the item repaired or replaced.
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Q. Do I have to be home when the staff comes?

A. It is not necessary for you to be home. For your peace of mind, all of our staff are fully insured and bonded. For ease of access, there are 4 options for us to gain access to your home:

  1. Give us a key. We will keep your keys locked in our office. Keys are number coded and are not marked by personal information. Giving us a key will ensure that we can always gain entry and you will not be charged a lockout fee.
  2. Hide a key.
  3. Give us a code to the garage and leave inside garage door unlocked.
  4. Make sure someone is at home when we arrive.

As a courtesy to our valued customers, we can place you on our reminder call list and contact you the day before your scheduled visit. Simply inform your local office if you would like this service.
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Q. How do you handle pets?

A. Pets are no problem. We love animals, but sometimes they don’t love us. If you think your pet may become overly anxious while we are there, please make temporary arrangements (such as the garage, a kennel, or a closed off room) while we are there. Any special details about your pets will be noted on your customized Work Order.
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Q. Am I guaranteed service the same time and day of the week?

A. With the exception of inclement weather, your cleaning day is guaranteed. However, with the exception of the 1st appointment in the morning, we can not guarantee a specific time of day for your regularly scheduled visits because our schedules and travel routes can change from week to week. We will make our very best effort to arrive at your requested time and are more than happy to contact you the day before your service with an estimated time of arrival (ETA).
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Q. What if I need to change my cleaning appointment?

A. We make our schedules one week in advance and are finalized the Friday prior to the work week. It helps us tremendously to have as much notice as you can give us to allow us time to make the necessary scheduling arrangements. Changing your cleaning regularity may also require an adjustment to your regular price.
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Q. Can my regular cleaner do additional tasks not covered in my daily program?

A. Yes, just call the office with your request or email / fax our next visit checklist, a minimum of 48 hours before your scheduled visit. Since we work on a schedule with multiple home owners we do our best to accommodate everyone’s needs.
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Q. What is the cost of the service?

A. The cost of our service depends on the size of the job, conditions and frequency that you desire. We can customize a package for any customer and any budget. We do have special discounts (click here for details) for new customers and also provide additional specials for our regular customers including a $25 Refer-a-Friend program (click here for details).
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Q. How do I pay for services?

A. You can leave cash or a check on your kitchen counter payable to “Heavenly Touch Maids” on the day of your service. You can also give us your credit card information (Visa or Master Card) and we can take out payment after each cleaning automatically.
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Q. Do you offer gift certificates?

A. Yes. We can even customize our gift certificates to your specifications. Just contact your local Heavenly Touch office, we’d be happy to assist you. (click here for more Gift Certificate info)
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“Your time is precious … our time is affordable” ®