FAQ

General FAQ

Feel free to check out our “Locations” page for more detail.

We want to keep things as easy as possible. Here’s what our entire booking process looks like:

Step 1:
Go on our booking form or call us and book your appointment. You will get a Booking Confirmation email once your spot has been confirmed. Your card will be placed on hold for the amount that’s due.

Step 2:
Our cleaners will arrive on the booked date like clockwork.

Step 3:
Your card will be charged once cleaning is complete. You will get an email with your receipt & a second email to rate your experience with our service.

Our office is open Monday-Saturday 9am-5pm.
Closed Sunday.

On The Day Of Your Clean

Yes we do. We bring all the basic equipment needed. This includes mop, broom, window/floor cleaning chemicals, cloth as well as a vacuum. Feel free to let the cleaners use your equipment or supplies if you prefer.

Definitely, if you have any specific instructions feel free to let us know.
You can either put it in the “customer comments” on the booking form, email us, or tell one of our happy receptionists on the phone.

We operate on flat rate pricing models and assume a certain level of cleanliness & size of home. Our quotes are accurate more than 90% of the time.

Some times upon arrival, our house cleaners will do a walk-through of the home and may determine that the size of the home is either way too large or the home may be in a worse condition than expected.

M and S Cleaning will have to re-quote it to a new flat rate price or switch to our hourly billing to make sure the job is done correctly. Rest assured, we won’t do this without your prior permission.

We typical send 1-3 cleaners depending on our availability and the size of the job.
Nope. Just leave a key for us and let us know how to access your place. We will clean and lock the door after ourselves.
Tipping is completely optional. If you would like to show your cleaner your appreciation, you are more than welcome to do so.

Pricing & Policies

We offer flat-rate pricing.. There are no contracts, agreements,or any hidden fees. Our pricing is based on the number of bedrooms & bathrooms you have in your home.

We also offer hourly pricing as well.

If you’re not satisfied with your cleaning, please let us know within 24 hours & we will come back and re-clean it for free.

You can cancel or reschedule anytime but please make sure to do so 24 hours before your service date/time.

Please keep in mind we reserve a spot just for you so canceling less than 24 hours before service can incur you a cancellation fee to compensate our cleaners for lost wages.

We ONLY accept Credit or Debit cards at the moment. No cash or checks.

We place your card in the system when booking and put it on hold before the cleaning service. Rest assured you won’t be charged until the service is done.

If our cleaners arrive at your home but we are unable to reach you or unable to enter the home for any reason. Our cleaners will wait up to 30 minutes, but will then have to start getting ready for their next appointment.

Lockouts will cost a lockout/cancellation fee to compensate our cleaners for gas, drive time, & lost wages.

Trust & Safety

We strongly recommend that if you will not usually be home during the cleaning, that you leave the key in a place where the cleaner can easily access it upon arrival. Some clients prefer to use a lockbox.
We never want anything to go wrong for our customers, but if something goes wrong we’re here to make it all right. Please let us know right away and we’ll be there to take care of it no matter what. That’s our promise to you.
Yes it is, our payment technology is provided by Stripe. Their SSL encrypted, PCL compliant system is completely secure and trusted by companies worldwide. You can read more about them on stripe.com

Our cleaners go through a rigorous vetting process before they join our team. They go through a series of applications, interview process, background checks, behavioral tests.

And eventually a test job and trial period along with a trusted professional for them to mirror.

Less than 10 % of applicants actually pass the whole process and are hired.

Services

The regular cleaning covers most homes in average condition

A regular cleaning consists of our cleaning checklist which takes into account everything that involves cleaning a home or apartment.

Such as dusting, wipe down of all exterior surfaces & large appliances,cleaning/vacuuming floors, cleaning bathrooms, kitchen, & living areas.

The Deep clean is meant for homes not professionally cleaned in the past 30 days and not cleaned in a while, or need some extra attention. It also includes the cleaning checklist just like the regular cleaning.

The Deep clean takes into account more extra attention in bathrooms,kitchen & living areas to get those neglected areas back to 100% and take care of everything from top to bottom.

Unlike the flat rate packages, hourly is based on the number of hours you booked and you can add on more hours as you see fit.

Hourly cleanings are best if you want to customize your cleaning outside of the cleaning checklist we use, you have alot of things to organize,declutter, or fold.

We offer extra services that are usually not included in our cleaning checklist and you can select them on our booking form.

Here are a couple example of the Extras we offer:

-Cleaning Inside of Fridge
-Cleaning Inside of Oven
-Cleaning Inside of Cabinets/Drawers
-Baseboard detailing
-Interior Window Cleaning

To ensure a great experience & service, there are a couple of things we can not do:

-Cleaning any bio-hazardous (animal/human bodily fluids,urine,feces,blood,etc)
-Cleaning any dangerous or toxic chemicals
-Cleaning of heavily pest or rodent infested homes
-Climbing a ladder
-Clean outside of windows
-Cleaning of chandeliers or light bulbs
-Cleaning of hoarder like homes

Every cleaning will always include:

-Our cleaning checklist (for flat rates)
-1-2 vetted & background checked cleaners
-All the basic equipment & supplies
-Our Satisfaction Guarantee
-Unlimited support via chat, phone, & email