FAQ’S

Every client has a designated slot on the calendar for their services. If you have any changes, please email  or text us @ 313-513-4607 as soon as possible please make sure you receive a confirmed reply, as sometimes emails or texts do not go through. This allows us to plan and make any adjustments needed. With respect to our time and other clients’ schedules and requests, we have a 48-hour cancellation policy. Last-minute cancellations can cause havoc on our scheduling. You may reschedule based on availability, skip, add, or cancel any of your cleanings, which is why the 48-hour notice for these actions is imperative.

CANCELLATIONS FOR ANY REASON HAPPENING WITH LESS THAN A 48-HOUR NOTICE WILL BE CHARGED IN FULL. NO EXCEPTIONS. DEPOSITS MADE AFTER EXCEPTING A QUOTE WILL NOT BE REFUNDED ONCE THE JOB IS SCHEDULED.
Please understand that unlike other industries such as retail, salons etc., we in the cleaning industry do not have the luxury of walk-in customers to supplement our schedules when a client cancels without notice. When we schedule your cleaning service, we reserve that space/time for you and you alone. Cancellations cost us dearly and it is why we need policies in place. We thank you in advance for your understanding.

SCHEDULING CHANGES CAN RESULT IN THE FOLLOWING:

PRICE CHANGES

The price for your recurring service is based on the Time Between Cleanings.

We have 3 recurring price categories:

• Weekly (Once a week)
• BiWeekly (Every two weeks)
• Monthly (Every four weeks like clockwork)

RESCHEDULING YOUR CLEANING

Rescheduling your cleaning can result in the cost of your service being Less Than, More Than or the Same As your last cleaning, or your Recurring Schedule cancelled altogether.
• Example 1: Bi‐Weekly customer “skips” a cleaning, creates a four‐week interval between visits and the applicable (higher) Monthly rate will apply to the next cleaning. • Example 2: Bi-Weekly customer “skips” a cleaning, creating a three-week interval between visits and that rate will be 15% higher than the bi-weekly rate and then resume back to the regular rate once the biweekly cadence is resumed.
• Example 3: Monthly (every four weeks like clockwork) customer skips a week creating a 5-week interval, the rate would be the monthly rate + 25% of the monthly rate; if a customer skips two weeks creating a 6 week interval, the rate is the monthly rate + 50% of the monthly rate; if longer than 6 weeks, the One Time rate applies. • Example 4: Bi‐Weekly customer who requests an additional cleaning in‐between scheduled visits would be charged the applicable (lower) “Weekly” rate for the next 2 cleanings as there will be a one‐week interval between both cleanings • Example 5: A recurring customer cancels 2 or more cleanings in a row. The next scheduled cleaning will be the One Time Cleaning rate. Please note that most of our customers opt to keep their cleanings even if they are going to be out of town. We understand this doesn’t work for everyone; however, recurring cleanings are accepted with the mutual understanding that there will only be the very occasional cancellation due to emergencies.

If clients are absent from our schedule longer than 30 days

Example 3: Monthly (every four weeks like clockwork) customer skips a week creating a 5 week interval, the rate would be the monthly rate + 25% of the monthly rate; if a customer skips two weeks creating a 6 week interval, the rate is the monthly rate + 50% of the monthly rate; if longer than 6 weeks, the One Time rate applies.

If you would like to cease receiving service temporarily, long-term, or permanently, or reduce the frequency of your cleaning cadence, we require 2 weeks’ notice in writing (if you cancel more than 2 weeks out, you agree to keep all cleanings within the last 2 weeks of your final cleaning date). Less than this is considered a late cancellation and will be charged at the full fee. If you cancel or reschedule a cleaning or cleanings and then either cancel the next scheduled cleaning, do not reschedule your appointment, or opt to cancel permanently, you will be charged for the cancelled or rescheduled cleaning. If you are a monthly (every four weeks like clockwork) customer and skip a cleaning and then you skip your next cleaning as well (with less than 2 weeks’ notice), you will be required to pay for one of the cancelled cleanings.  We hold that slot for you, and we do not accept other recurring customers in that slot.

VACATIONS AND HOLIDAYS

Cleaned to Perfection is closed on New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day (and the Friday after), and Christmas Day. If you’re regular cleaning lands on one of these days, we will reschedule you to another day. Weekly clients will have first choice of rescheduled dates, then bi-weekly, then monthly. If you will be out of town or on vacation during a holiday week, please let our office know as soon as possible to avoid a last-minute cancellation fee or lock-out fee.

These are also considered cancellations. If we cannot gain access to your home, we will make every attempt to contact you, and wait no more than 15 minutes for a reply. If the attempt is unsuccessful, you will be billed for the full payment of the cleaning.  When we schedule your cleaning service, we reserve that space/time for you and you alone.

During power outages, we still clean as normal. Please do let us know where a broom and dustpan are, and we will use that in place of a vacuum. If you have carpets, please let us know and we will deduct that part of the cleaning from your bill. Any cancellations will still be processed under our regular cancellation policy.

Safety is our number one priority!  Please be familiar with our schedule policy during inclement weather- we will work hard to accommodate each of our clients’ needs while also making sure our crews are not out in dangerous conditions.

During a normal workweek, Cleaned to Perfection follows the local public-school systems to determine our hours of operations in the event of dangerous inclement weather conditions.  School system closures are determined by the safety of bus routes, which provides a good indicator to us for both the safety of our crews coming to work from their own homes, as well as the safety of the routes to our clients’ homes.

Our office and operations, being based out of Setauket, typically follow the Comsewogue & Three Village School District for closings or delays.  However, our route schedules into specific cities will follow the local schools for their respective counties.  

If Cleaned to Perfection is delayed for the day, your cleaning team will likely arrive in a different time window than normal or could possibly be switched to another day.  If your cleaning is switched to another day, we will contact you as soon as possible; otherwise expect the crew on a delayed schedule that same day. Please contact us that morning if this is a problem or if you have an urgent scheduling need.

Occasionally schools may close, and we may operate with our regular business hours if it is safe to do so. We will always send out an email or text with updates to clients who have a cleaning scheduled for that day.

In the event of a closing or delay, our office will quickly respond to all email and phone communication as soon as we are able. If you have any questions regarding how we handle scheduling during inclement weather, please feel free to contact us at any time. While safety concerns can necessitate schedule changes in dangerous weather conditions, we will work very hard to accommodate each client’s scheduling priorities for once we are back in operation!

We carry a $1,000,000 liability insurance policy in addition, we hereby attest to our customers that Cleaned to Perfection collects and reports all employer‐required taxes for the cleaning technicians’ services to local, state and federal agencies, all cleaning technicians are covered by state workers compensation insurance for any injuries occurring inside or outside of your home.

LIABILITY AND DAMAGES PLEASE BE ADVISED THAT WE LIMIT OUR LIABILITY FOR DAMAGE TO THE COST OF YOUR CLEANING AND WE ASSUME NO LIABILITY FOR DAMAGE OR LOSS OF ITEMS THAT ARE NOT SECURED PROPERLY OR THAT WERE DAMAGED PRIOR TO OUR CLEANING. (Example: heavy pictures hanging from thumbtacks, any type of floating shelves, etc.)  Curio or nick-knack items of extreme value, (monetary or sentimental) should be stored in a case behind glass or dusted & cleaned by the owner. All surfaces (i.e.: Marble, Granite, hardwood floors, etc.) are assumed to be properly sealed and ready to clean without causing harm when common cleansers are used.

Blinds must be wide, wood, or faux wood for hand cleaning. Excessive buildup may require a professional blind cleaning service. Cleaning of aluminum and/or plastic blinds requires a professional blind cleaning service. We are not responsible for any broken blinds because of our cleaning. Blind cleaning is a service we offer at $15 per blind. We will dust your blinds for free as part of our cleaning. We do charge for hand cleaning any blinds.

Due to insurance purposes, we are unable to move furniture, or climb anything higher than a 2-step ladder.

Please note that due to health reasons we do not clean up after pets.

Yes, feel free to check out our “Extras” section on our Book Now page.

We service all Central Suffolk County, from Setauket (North) to Patchogue (South) to Wading River (East) to Dix Hills (West).

Yes, please contact the office prior to your booking, once the office confirms the additional fee and the number of beds you would like us to change linens on Once you receive a confirmation from the office please leave fresh linens on the bed, we will change them.  Beds will be made regardless of linen changes.

Laundry can be done as well but must be added to your booking in advance to make sure that we have accounted for enough time to complete the task.

Please note these additions must be approved prior to your cleaning or they will not be completed.

Ask away!  We pride ourselves on being accommodating.  If we are able to do the job (have the right tools and training), we would be glad to schedule in extra work at your home.  Please discuss your requirements at least 48 hours prior to the visit so that we can allot any additional time.

No. A tip is neither expected nor required. It is completely optional and at your discretion. If you should decide to add a tip with your payment, please let us know how much of your payment is designated as a tip. Otherwise, it becomes a credit towards your next payment.

Certainly! Give us a call to set your appointment up. You’ll be charged our prevailing hourly rate for one-time cleans., and we will discuss a priority list for your visit. We have a 2-hour minimum.

You can give us the alarm code (this can be provided as part of the initial sign up process), or turn off the alarm system prior to our arrival.

During summer months, many of our customers turn their air conditioning off or set them to higher temperatures during the day, while they are at work.  On the day that your cleaning technicians arrive, we ask that you set the thermostat to, at the highest, 72, so your cleaning technicians can work in a safe environment without overheating. For safety reasons, if our cleaning technicians arrive to a home that is warm and the air conditioning is turned off or not reduced to safe levels, our cleaning technicians are instructed to adjust the thermostat while they are in your home.   They will return the temperature to the previous setting before they leave.  We still ask that you to let the air conditioning run on the day of your service because it can take several hours to cool a home to safe levels. During the winter, we request that the home is between 60 and 72 degrees.

Please call the office if you need work performed in your home that requires a ladder.

Cleaned to Perfection team members are unable to climb on ladders higher than the two-step ladder they are issued to perform their work when needed this is due to OSHA and insurance regulations.