FAQs

Have questions? We’ve got answers.

BOOKING ONLINE

How does booking online work?

It takes about 1 minute to book online. Simply fill out our online booking form and you will receive a confirmation email upon booking.

How do I select my appointment date/time?

After entering your zip code on our online booking page, you will be able to view and select available appointment times from our online calendar.

How do I know if my appointment has been booked?

After selecting your cleaning details and appointment date/time, we require a credit or debit card to reserve your appointment.  Your card will not be charged upon booking.  After your appointment is completed, payment will be collected from the provided card and an email receipt will be sent to you, detailing the service and payment amount.

THE DAY OF SERVICE

How many cleaners will arrive for my appointment?

Most appointments include 2 approved cleaners, but on occasion 1 cleaner or 3 cleaners may arrive for your appointment.

How long will my cleaning take?

For a standard home in average condition, the cleaning will continue until the cleaner(s) are finished with the cleaning checklist. For special cases like hoarders, pet waste, or extremely large homes, the price may be adjusted and the amount of time the appointment would take would likely increase.

Do the cleaning providers bring their own cleaning supplies?

Yes.  All cleaning providers arrive with all the cleaning supplies and equipment needed to make your house shine! If, however, you would like them to use your cleaning supplies or equipment (vacuum), simply tell your cleaning provider when they arrive for your appointment.

Do I need to be home during the cleaning?

No.  You can simply send us entry instructions via our online booking form, by email, or call us at (480) 648-3441 and we can make that arrangement for you!

What things will the cleaners not clean?

Cleaners will not move appliances. If you need or want cleaning to occur behind or under an appliance, you must arrange to have those appliances moved.

Cleaners will not clean above anything they cannot reach with the assistance of a two-step ladder.

Cleaners will not clean in a home that contains hazardous materials.

Cleaners will not clean areas that are contaminated with black mold. If you have black mold, you should seek the services of a professional mold remediation company.

Cleaners will not pickup and organize clutter, personal items, trash, or any other items on the floors or other surfaces of the home. If there is excessive clutter that prevents the cleaners from reaching the surfaces of the home and completing the appointment, the appointment will be cancelled and a late cancellation fee of $100 will be charged.

OTHER

Lock-outs, electricity, hot water, and air conditioning.

All appointments must allow the cleaners to have access to the property during the appointment time.  Customers must also ensure there is electricity and hot water in the home. In addition, the air conditioning in the home must be functioning between the months of April and November. If any of the these conditions are not met by the customer, the cleaners may choose to not complete the service and Queen of Maids MAY COLLECT AND CHARGE THE FULL PRICE OF THE APPOINTMENT. If the customer reschedules their appointment and remedies the condition, 50% of the collected amount may go towards the cost of the newly scheduled appointment.

Lifting heavy items.

Our cleaning providers do not use ladders or move anything heavier than 30 lbs.  If you would like your cleaners to clean behind large items such as an oven, refrigerator, or large furniture, please move those items prior to your appointment to allow access to the area.

Pet waste clean up.

Pet waste is not a service that is provided. If there is pet waste on any surfaces, the cleaners will do their best to clean around the waste. If there is excessive waste, the appointment will be cancelled and a late cancellation fee of $100 will be charged.

Breakage and loss policy.

If there is a breakage or loss during your cleaning, notification of such an event must be made to Queen of Maids within 48 hours of service, by email or phone. Once Queen of Maids receives your notification, a form will be sent to you to be filled out. Please note that the form needs to be received within 10 days after the incident occurs.

PRICING STRUCTURE AND QUOTES

How does the online quote work?

Flat-rate quotes are based on the number of bedrooms and bathrooms in your home.  To view estimated pricing for your home, go to our online booking form and select the number of bedrooms and bathrooms in your home.  As you do so, the price displayed on our website will change accordingly.  There are no surprises with pricing.  It’s as simple as that.

For special cases like hoarders, pet waste, extremely large homes, very dirty homes, or homes that have not been cleaned in a long time, the quote will be adjusted in consideration of those conditions. Flat rate pricing does not include services such as picking up clutter, organization, deep cleaning of surfaces that have not been cleaned for a long time, trash removal, mold removal, cleaning mold, pet waste, human waste, and any other similar condition. Services to address such conditions might be able to be added to a service, but at an additional rate. Some conditions in a home are not serviceable.

Do you have cancelation fees?

There is no cancelation fee if you cancel at least 24 hours before your appointment.  If an appointment is cancelled within 24 hours of the appointment, a cancelation fee totaling 50% of the booking price or a minimum charge of $50 will be charged.

What forms of payment do you accept?

We accept all major credit cards and debit cards for payment. Payment will only be collected after your cleaning service has been completed. Cash and check are not accepted.

I have a coupon code or gift code, how do I use it?

If you have a discount or coupon code, you can enter it when booking online or tell us the code while booking over the phone. Please note that only one discount can be applied per cleaning and a discount or coupon code can only be used once per household.

QUOTE ADJUSTMENTS

Can my quote change?

Yes. A quote is an estimated price based on the details you have provided about your home. It is not a guaranteed price. Flat-rate quotes are based on the number of bedrooms and bathrooms in your home, as well as the square footage of the home.  If you do not provide full and accurate details of the size of your home, the quote will be adjusted as needed. To view estimated pricing for your home, go to our online booking form and select the number of bedrooms and bathrooms in your home.  As you do so, the price displayed on our website will change accordingly.  There are no surprises with pricing.  It’s as simple as that.

If there are areas in your house that you do not want to have cleaned, you must still select the total number of bedrooms and bathrooms in the home. ** Then be sure to note in the “comments” section on the booking form the areas that you do not want to have cleaned. Shortly after booking the appointment you will receive an updated booking email with updated pricing if an adjustment has been made for the areas you have removed from your service.

For special cases like extremely large homes, very dirty homes, or homes that have not been cleaned in a long time, the quote will be adjusted in consideration of those conditions. Flat rate pricing does not include services such as picking up clutter, organization, deep cleaning of surfaces that have not been cleaned for a long time, trash removal, mold removal, cleaning mold, pet waste, human waste, and any other similar condition. Services to address such conditions might be able to be added to a service on a case-by-case basis, but at an additional rate. Some conditions in a home are not serviceable.

MOVE IN/OUT SERVICES

What is included in a move in/out service?

The move in/out service add-on includes additional surfaces to be cleaned, including doors, door frames, knobs, dust reachable vents, etc. You can add other services such as inside fridge, inside oven, or cleaning inside the cabinets and drawers by individually selecting those options as well. You can read more about those add-on services on this page.

Can a recurring discount be applied to a move in/out or deep cleaning?

Any move in/out or deep cleaning service that includes additional add-on services will not include a recurring discount. Due to the amount of work needed for these types of cleanings, the appointment would be at regular price.

ADD-ON SERVICES

How do add-on services work?

View the online booking form and select the type of cleaning you need (Standard, Deep, Move in/out, etc). Once selected, a set of add-on services will appear. Select any available add-ons that you are interested in including with your home cleaning service.

Is there an additional charge if I have pets in my home?

There is an add-on charge if you have pets in the home. The additional cost may be increased if any pets leave excessive hair or dander throughout the home.

RECURRING SERVICES

Do recurring customers receive discounts?

Yes, customers can receive discounted pricing when they book a monthly, biweekly, or weekly cleaning service after their first cleaning appointment.

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