Frequently Asked Questions
Do you have any questions from us? Perhaps, you have something that you want to clarify? Before sending us an email, take a look at our most frequently asked questions. If you still have some questions in mind, feel free to give us a call or email us.
What is your policy regarding hoarding and hazardous conditions?
Though we would love to clean your property, we prioritize the safety of our employees and staff. Our cleaning teams have the right to refuse cleaning the property in case our cleaners are faced with hazardous conditions. You will also be charged with a booking fee. We suggest that you make sure that the areas that need to be cleaned are free of any hazardous conditions.
What if there are breakage and loss?
We take pride in providing honest work to all our clients. However, if there’s anything that is lost or damaged in your property, you must notify Empire Maids via email or phone within 48 hours after our cleaning service. Once we have received the notification, we will provide you a form that you can fill out. Please keep in mind that the form needs to be received within 30 days after the incident has occurred.
What exactly do you mean by satisfaction guaranteed?
We are aware that for a lot of companies, “satisfaction guaranteed” is somewhat a vague statement used mainly for marketing. However, we take this seriously in providing our clients with the best services possible.
What we offer is something that you will love as a client. Here are some of the things that we do to ensure the highest quality of service to our clients.
- You can call us within 24 hours after you receive our cleaning service for any issues related to our work.
- You can send us photos of the concerned areas that may require revisit or refunds.
- We can re-schedule the cleaning service for free. However, re-cleaning must be completed within 7 business days of the last cleaning service that our company has performed in order to be eligible for credit or refund service.
- If you still have issues regarding our cleaning service, we are more than happy to review your concerns. And if we still can’t meet your concerns, we will be more than willing to provide you with a credit or a refund.
Do you have late cancellation fees?
In order to maintain the best cleaning service to our clients, we make sure that you get the best cleaning professional in your home. And of course, it takes time in order to have the right home cleaning professional for our clients. This is the reason why we require cancellations to be made at least 24 hours before the scheduled cleaning service. Cancellations that have been made within the 24 hour period will incur a charge.
How many people are going to clean my house?
There are instances wherein we send just one cleaner for small jobs. Normally though, we send a team of two people. However, there are instances wherein we also send more especially in a large area that requires to be cleaned.
How many hours are required to get the job done?
Keep in mind that we offer efficiency in our services. You can expect our cleaners to finish an average of one hour per room.
Should I be around during the entire cleaning process?
Absolutely not! You are free either to stay or take advantage of the chance to roam around and do other things. Just leave us the keys and we will be cleaning your home.
What are the things that you don’t offer in your cleaning services?
We don’t offer large furniture moving, large scale trash disposal, and collecting animal wastes. We are also limited on cleaning areas that can be reached with a ladder. We don’t cover high reach areas for anything more than a 2-step ladder. If you have any special request for our cleaning services, we suggest that you send us an email to clarify if we offer the type of services that you are looking for.
What do you mean by deep clean?
Deep clean is done on homes of our first time customers or those who haven’t had their home professionally cleaned over the past month. Our cleaners offer additional time in order to take a closer look at areas within the property that needs more cleaning time.
I have a pet at home, do you offer non-toxic cleaning products?
We also love cats, dogs, and other furry friends that live commonly in people’s homes! We understand your concern that you want only the best for your fur baby.
You can expect that our cleaning service is 100% pet friendly. Our cleaning products are both pet-friendly and non-toxic in order make sure that your pets are safe as we deliver our services.
Am I going to be required to enter my payment info?
Yes, we require your payment in order to confirm booking of our home cleaning professionals. We will not be charging your card until the job has been completed by our professionals.
How can I book a service?
All you need to do is to click book now and to provide us with your details. In under a minute should have completed your booking.
If you have questions regarding our service, feel free to send us an email. We strive to reply on all inquiries the same business day. You can also feel free to contact us via phone.