FAQS
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Help & FAQs
General Information
Many of our clients are away while we are cleaning, but you can be home if you like. When you aren’t at home, you can leave us the keys or the alarm code. We’ll take good care of them.
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.
You don’t have to worry about that. We provide the cleaning staff with everything they need to do their job. They are familiar with our tools, equipment, and different kinds of cleaning products, from green-friendly ones to professional-grade chemicals.
No. You’re free to cancel whenever you want, but let us know 24 hours in advance, at least.
We take our job very seriously. That’s why we only hire background and reference-checked cleaners, as well as experience and the right attitude.
Fully licensed, insured, and bonded. Can’t be otherwise.
Yes, all Custom Maids cleaners are fluent in English.
We work from Monday to Friday, between 8:00 AM and 5:00 PM.
We accept payments in cash, checks, cards, and PayPal. You can choose to pay in advance or leave us the money in your kitchen on an envelope.
We can help! Just call us one day in advance, and we can rearrange your service for some extra time.
We love pets! We don’t have any problem cleaning homes with pets in it. However, if you have skittish pets, they better be in another room while we work, especially when we are making noise with the vacuum cleaner.
Within the first 24 hours after your service, we can return to your home to fix any problem that you detect. It’s our 100% satisfaction guarantee.
We always strive to do things right. Custom Maids is a legitimate business operating under the law. Every cleaner is insured and bonded, and we cover the homeowner’s possessions and the health of our employees.
We take responsibility for any accident involving the damage of your property. However, we prefer not to clean irreplaceable or valuable objects, so please put them in a safe place while we work.
We’ve been cleaning for more than 20 years now!
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.
No need to, but it’s appreciated.
Pricing & Policies
The price of your standard cleaning will vary depending on the square footage of your home (precisely, the part of your home that will be cleaned). If you want an accurate quote check out our online system or call our office at 479-806-4852.
When you pay by credit or debit card, the charge occurs at the completion of your cleaning service.
Yes we do! Often, our new clients receive monthly discounts and occasionally we send emails that contain discounted cleanings.
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.
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.
Call our office at 479-806-4852 if you have problems submitting your discount code.
We accept cash, checks, and all major credit and debit cards. Payment is always due at time of service, unless you make arrangements otherwise.
Gift Certificates
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.
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.
My Service
Being at home it’s not necessary. Before your service, you can tell us how our cleaners can enter your residence. Most clients leave a key under the mat, in a lockbox, or provide an entry code. Our team is trustworthy and professional; remember that each one of our employees has been background checked and is insured and bonded.
Yes. We use our own products and equipment. If you have any special products you would like us to use, don’t hesitate to let us know.
We are always willing to customize your cleaning in order to meet all your unique needs and budget. Please note that there might be some extra charges.
To cancel any appointment please call us directly at 479-806-4852. Please consider scheduling or cancelling your service at least (48) hours in advance to avoid a (75%) cancellation fee (and for us to have the opportunity to book another service in your place).
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.
For the safety and well-being of our employees, there are certain cleaning tasks we won’t do:
- Move or lift anything over 15 lbs
- Step higher than two steps on a step stool
- Remove high levels of trash or debris
- Clean up animal waste
- Clean hard to reach or high areas
- Wipe bulbs and glass fixtures
- Clean chandeliers
- Wash exterior windows
- Clean garages
We always consider sending a requested cleaners to our clients. However, there will be times when one of our team members is sick or on vacation and a substitute will be required. Please remember that all of our cleaners are highly-trained and background checked.
Trust & Safety
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.
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.
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.
Yes we do. All cleaners are insured and bonded. We take the security of your home very seriously.
All your billing information is kept safe and secure. All numbers but the last four are blacked out and encrypted.
