FAQs

Frequently Asked Questions

General Information

Do I need to be home during my cleaning service?

Either way is fine. We have some clients that stay and do their own thing and others like to leave, as it can be a little noisy.

Can I change or cancel my cleaning?

Of course, you can! Setbacks or emergencies can happen, but we do require a 24-hour notice, so we don’t charge you a $35 fee.

Do I need to provide equipment or cleaning products?

No, we provide everything necessary to clean your home.

Do I need to sign a contract?

No! You can cancel with us whenever you please. We only ask that you give us 24-hour notice.

Can I trust your cleaning staff?

Yes. We take this very serious and only hire background-checked, reference-checked cleaners.

Are your maids insured and bonded?

Fully insured, licensed, and bonded.

Do your maids speak English?

Yes, all Custom Maids Inc. cleaners are fluent in English.

What are your hours of operation?

We work from Monday to Friday, between 8:00 AM and 5:00 PM.

How does payment work?

We accept payments in cash, checks, cards, and PayPal. You can choose to pay in advance or leave the money in your kitchen in an envelope.

And if I need some extra work?

We can help! Just call us one day in advance, and we can rearrange your service for some extra time.

Are my pets going to interfere with the cleaning?

We love pets! We don’t have any problem cleaning homes with your pets home!

What if I an not satisfied with my cleaning?

We will fix anything you are not satisfied with, that is out 100% satisfaction guaranteed promise to you!

How long have you guys been in business?

We have been making homes beautifully clean for over 20 years now!

Do you pay for referrals?

Yes! Your next cleaning will be FREE if you refer to us someone that booked a service. There’s no limit so you can refer to as many people as you liked and receive lots of free services.

Do I have to tip the maids?

No, but it is appreciated.

Gift certificates

How do I redeem my gift certificate?

Schedule your cleaning service online and use the gift certificate code in the discount field. Or, if you want further help you can call our office at 479-806-4852.

Are gift certificates transferable or refundable?

Anyone can use a gift certificate just by placing the code in the discount field, so that means that you can re-gift it or transfer it. However, due to the nature of the gift certificate, we are unable to do a refund.

Trust & safety

Is my billing information safe on your website?

All your billing information is kept safe and secure. All numbers but the last four are blacked out and encrypted.

What happens if something goes wrong during my cleaning service?

Please contact us at 479-806-4852 to report any problem with your service. We cover two major fields:

QUALITY: if you’re not happy with the results of your cleaning service, please call us within 24 hours and we will make arrangements to come back and fix things up for you.

Breakage: Our cleaners are very careful in every cleaning service and treat with delicacy and respect our clients’ belongings. However, accidents can happen. We will inform you immediately and cover the damage after the value is verified.

Are the cleaners trustworthy?

All of our employees passed a strict selection process when we checked their background and references to assure our clients they are trustworthy and without criminal records. However, if you want to be extra careful, we encourage our clients to put away their valuable possessions while our team cleans. And of course, all our cleaners are insured and bonded.

Pricing & policies

When does the charge occur?

When you pay by credit or debit card, the charge occurs at the completion of your cleaning service.

Do you offer discounts or coupons?

Yes we do! Often, our new clients receive monthly discounts and occasionally we send emails that contain discounted cleanings.

What is your refund policy?

Generally, we don’t offer refunds. Our commitment is to do the job right the first time or to provide a second visit at no charge if we missed anything.

What do you mean with “100% satisfaction guarantee”?

Always expect quality work from us. If you are dissatisfied with the results, call us within the next 24 hours and we will fix things up.

Why is my discount code not working?

Call our office at 479-806-4852 if you have problems submitting your discount code.

What forms of payment do you accept?

We accept cash, checks, and all major credit and debit cards. Payment is always due at the time of service unless you make arrangements otherwise.

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