HELP CENTER
What Would You Like to Know?
Cancelation policy
We require a minimum of 48 hour notice if you need to cancel your cleaning appointment in order to avoid a $100.00 cancellation fee. Customers must either provide notice via email or by phone call.
Cancellation Fee: Failure to provide notice via email or phone call or failure to provide notice within 48 hours will result in a $100.00 cancellation fee that will be charged to the Customer’s credit card on file. If the Customer cancels service in less than 24 hours, you understand and agree that you will be charged a $100.00 cancellation fee.
Rescheduling Fee
We ask that our customers do the best they can to plan ahead properly. When a booking is canceled or rescheduled within 24-48 hours it throws off our cleaners schedule and will result in a deducted pay for the day. In the event a customer needs to reschedule we do require a minimum of 72 hours at least. This will allow us enough time to find another booking for our cleaner to fill the lost slot. If a booking is rescheduled within 24-48 hours the customer will be charged a $50 fee that will be paid out dirrectly to the cleaner.
Payments Secured through Stripe
Paying with Credit Card or Visa-Debit
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The system we use will automatically place a hold on funds to ensure they are available
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Should funds not be available we will be giving you a call to update our system with a new card.
*This must be address and fixed before sending a cleaner to your home!*
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No funds will be withdrawn from your account until after the clean has been completed
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Unsatisfied client/customer: We have a 24-48 hour guarantee should anything be missed, or not completed to clients satisfaction, the cleaner will return and handle any issues at no additional charge.
Cleaning Products & Equipment
Cleaners will bring all equipment and supplies necessary for the job. Paying customers will not need to supply anything, unless there is a particular cleaner or product requested to be used. Example: flooring, kitchen counter tops… Please advise the cleaner what specific cleaners you would like them to use and where you would like them to use it upon arrival. If you are not home please leave them out for the cleaner with a note. Same goes for particular cleaning products you would like your cleaner not to use, a common one is bleach. Just give them a heads up so there is no confusion or disappointments.
Licensed & Insured
Prestige Housekeeping LLC is a referral agency - all cleaners are independent contactors, not employees of Prestige.
They are however:
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Licensed
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Insured
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Vetted
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Background Checked
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Have 1-3 years experience
How to prepare for your cleaner
Preparing for the clean - please leave as little clutter possible!
The cleaner has been hired to clean and cleaning around clutter with little or no access to surfaces or walkways can be problematic, and they will have to work around these areas.
Space for cleaners to do their job
Children, pets and other adults in the space can be hazardous and hard for the cleaner to do their job if messes are being made while they are trying to clean. The best way to avoid interruption is to move to another room while the cleaner is occupying the space. *Any messes made after the cleaner has already cleaned will not be re-cleaned by the cleaner.*
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If there is anything the cleaner should know prior to cleaning make sure you advise them before they start. Walkthroughs are extremely helpful. Please be mindful of the cleaners time - all cleaners work by appointments and have other houses to clean in the day.
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Quoted Pricing
Quoted pricing over the phone/messaging:
Quotes are provided based off the home being accurately represented at the time of booking by the customer. If the booking was made through our online platform and not directly with a representative from Prestige Housekeeping we ask that you provide the most accurate information that best represents your homes current condition. That includes any special notes with information we should know about. Adjustments to the price will be made if necessary between a representative and customer to complete the booking.
In the case the cleaner arrives at the job and the house was not properly represented the cleaner is then obligated to contact Prestige Housekeeping immediately and provide pictures or videos. If this happens a representative from Prestige will contact the customer and update the price. No work will be performed until the updated price is agreed upon. If the customer declines the updated price and decides to cancel, our cancelation policy will go into effect. See above for our cancellation policy.
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