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FAQs

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How do we prepare for the cleaners?


1. Leave the sink empty of dirty dishes. 2. Organize all personal belongings. 3. Empty the washing machine and dryer of clothes if you need us to wash sheets and towels. 4. Leave dish soap and laundry detergent in stock. 5. Ensure that the walkways and driveway are cleared of snow in the winter. 6. Check your home regularly and restock supplies is you manage your own vacation rental. 7. Please make sure vacation rental guests are following scheduled checkout and checkin times. 8. Please make sure vacation rental guests are following instructions for a proper checkout. 9. If you have pets please make sure they are kept in a separate spot during the cleaning. 10. Please make sure you've given proper notice when making requests.




How will the cleaners enter my home if no one is home?


That's completely up to you! We suggest you use a lockbox that's been installed somewhere on your property that contains a key to unlock your front door. Once we know the code we will keep this information private. You may also give us the code to your gate, garage door, a location of your hidden key or a numeric code for the automatic keypad on your front door. If you choose to leave the door unlocked please specify if we should lock up when leaving. If you are going to be home at the time the cleaners arrive we will knock first and wait for you to open the door.




Do you bring your own cleaning products, supplies and equipment?


Yes! We bring all of this to your home. Please make a request if you have preferences on this.




What if I am not happy with the cleaning performed?


Unfortunately no matter what steps we take to prevent this, from time to time a cleaner may miss something or slack off during a cleaning. If this happens please call or email us as soon as possible. If you give us the opportunity we will come back to reclean. If you prefer we do not return, reasonable compensation will be adjusted on your invoice.




What is included in a standard cleaning?


Please refer to the checklist uploaded on our website www.sunshinecleaningcalifornia.com to see a list of the items we reccommed cleaning each time so that we can meet the expectations of our clients.




Will you notify me if my guests trashed the house?


Yes certainly. Since we are responsible for cleaning it up we want to be compensated for this extra effort. We understand making a claim can be difficult without photos and proof so we will attach photos if possible and notify you of each occurence if it's somehting specifcally related to the cleaning or that's been made obvious to us.




Who will be cleaning my house?


All of our cleaners are subcontracted. We've verified that their skills, experience and reputation meet our high standards and are a great fit for our team. Once you reschedule recurring house cleaning, chances are you will get to know your cleaner.




Do I have to book online?


No you can also send us a message via email, phone or our website to book a cleaning.




Will you be able to work around my baby's naptime schedule?


Yes, please specify what time works best for you and we will do our best to accommodate your request. If the baby is sleeping when the cleaners arrive, we will do the quiet tasks first.




What precautions are you taking in regards to COVID-19 safety?


We are staying informed with the latest news and updates and following local guidelines. Cleaners will not come to clean your home if they have symptoms.




Can you sanitize my house?


Yes! We can sanitize all frequently touched surfaces with a proper disinfectant upon request. Please make a request if your needs exceed a basic sanitation.




Can I ask the cleaners to use a specific product?


Yes you may put in a reuqest with proper notice so that we are prepared for using a different product. Usually the client will supply the desired product.




What time will my cleaner arrive?


Please double check your confirmation. If scheduled for the morning, the ETA is anytime between 8am to 11am. If scheduled for the afternoon the ETA is anytime bewteen 12pm to 3pm. If scheduled for anytime, the ETA is anytime between our normal business hours of 8am and 6pm.





Policy

CANCELLATION POLICY

  • Proper notice of cancellation is no less than 24-48 hours prior to the start of a scheduled cleaning.

  • If cleaning is cancelled on the same day it has been scheduled for the client will be billed for the full rate.

  • If cleaning is cancelled on the day before a cleaning the client will be billed for half of the full rate.

  • If a cleaning is cancelled in less than 24-48 hours prior to a scheduled cleaning, but rebooked within the next 7 days, the client will be billed for 1/3 of the full rate.

  • If a cleaning cannot take place due to a reason such as no snow removal done on property, no key or client scheduled on the wrong day, the cleaning will automatically be cancelled, and the client will be billed for the full rate.

REQUEST TO SCHEDULE

  • Proper notice to request a cleaning is no less than 72 hours.

  • We may accept a last-minute request, but it is not guaranteed.

  • Additional requests must be made no less than 24-48 hours prior to a scheduled cleaning and must be approved to be guaranteed.

BILLING

  • A client will receive the invoice at the end of the week of the cleaning.

  • Payment is due in full within 1 week of client receiving the invoice.

  • A penalty of $50 will be added to the bill for every week that payment is late/unpaid.

RENTAL HOMES - CHECKOUT AND LATE CHECKOUTS

  • The client will be charged a fee of $85 for guests who depart late which delays the cleaning team.

  • The cleaner will knock on the door and notify the guest(s) about checkout time and that they need to get started cleaning right away.

  • Please note, the house must be vacant for the cleaning team to enter and begin working in rental homes.

  • The cleaning team will wait a maximum of 30 minutes for the late guests to depart.

  • If the guest(s) do not leave within 30 minutes the cleaning will automatically be cancelled and the client will be billed for the full rate.

 

CONDITION OF CLEANLINESS

  •  Please read section regarding "How do we prepare for cleaners?" In FAQ's.

  • Anytime the guests have left the home in poor condition, have not met our standards of preparedness, or any other unexpected mess that is not included in a standard cleaning quote, the cleaner will take a photo for evidence and a minimum fee of $35 with a maximum of $200 (on most occasions) will be billed to the client for the incident.

  • We reserve the right to refuse to clean a mess if it's a risk to our health and sanitation. 

  • We do not clean feces, blood or vomit (human or animal).

  • We do not climb on ladders, only a 2-step stool.

  • We cannot guarantee the results of cleaning any surface that has been neglected and resulted in a buildup of dirt, grime or grease.

PET FEE

  • Vacation homeowner clients will be billed a fee of $15 per cleaning when a pet has stayed in the home.

  • A pet fee may already be included in your rate in which case an additional fee will not apply.

LAUNDRY

  • We do not remove laundry from the home.

  • We do not provide soap for washing the laundry so please have that well stocked.

  • On average, there are about 2-3 full loads of laundry per cleaning. If this amount is exceeded, we will bill an additional $15 per load.

SATISFACTION GUARANTEE

  • When inquiring about cleaning services you will receive a detailed list of information on what to expect during a cleaning. To guarantee the follow through of additional requests please ask no less than 24-48 hours prior to the cleaning. If we fail to meet your expectations based on information we provided, a reasonable discount will be applied to your bill based on the areas that were not satisfactory. You may prefer giving us the opportunity to fix the issue in which case we appreciate your patience.