Policies, Procedures and Answers to Frequently Asked Questions
Customer satisfaction is our focus. We are so confident that you’ll be completely satisfied with our services that we offer a 24 hour customer satisfaction guarantee. If, at any time, you feel the service you received was not up to your expectations, just let us know within 24-hours. We’ll return to re-clean the areas in question at no additional charge – no questions asked.
Should your regularly scheduled cleaning fall on a major holiday, we will make every attempt to reschedule it for an alternate date. Please contact the office well in advance if you have a preference for an alternate cleaning date.
Swept Away can not guarantee arrival times. It is important that we can get into your home during normal business hours. Most customers provide us with a key to their home. If for some reason you choose not to give us a key and we are not able to access your home when we arrive, a lock out fee in the amount of your full cleaning will be charged.
While we do recognize that emergency or uncontrollable conditions may prevent advance notice, your team gets paid per job and is only paid for the work they perform. To allow us enough time to fill your spot with an occasional customer we need three business days notice for cancellations. Cancellations made with less than three business days’ notice are subject to a $50 cancellation fee. Cancellations made with less than 24 hours notice are subject to a cancellation fee equal to 100% of your regular service charge.
We require a credit card to book your cleaning and hold your spot. All payments are due at the time of service. We do not offer terms. If other prepayment arrangements have not been made, please leave your payment on the kitchen table or countertop for your House Cleaning Specialist to pick up at the time of your service. If there is not a payment left for your team to bring back then we charge the credit card that we have on file for
you. You may also leave a note for your team next to the payment if you need to communicate with them. If you need a receipt please let us know.
We do accept credit cards for your convenience. Any returned check will be charged the amount of the returned check and the amount of the non-sufficient funds charge that we receive from our bank, at this time it is $30.00.
If you would like to add on additional services please call the office in advance to schedule the extra time needed. (inside appliances, cabinets, vanities, interior/exterior windows, etc…)
Many customers ask us about Gratuity. Leaving a tip for your House Cleaning Specialists is a personal choice. Your team takes pride in their work and they do not expect anything extra from you. However, if you do decide to leave a tip or positive note for your team for a job well done, it is very much appreciated.
Communication is key. Please let your team or the office know if there is anything you would like to have done differently. We are happy to adjust to each home and lifestyle. Please do not hesitate to call us at any time.
We treat your home with the greatest of care but accidental breakage can happen. Should something get broken while we are in your home, a note will be left to inform you and our office will be notified immediately. We will replace it, repair it or reimburse you for it if necessary. We can not be responsible for damage resulting from loose table legs, picture, shelves or any other items improperly secured to the wall.
Our services include:
ALL ROOMS: remove cobwebs, dust/wipe baseboards, doors, trim around doors and window sills, (windows itself are only spot cleaned, however all glass doors are cleaned each visit). Dust or wipe any ceiling fans that can be reached, lights, lamps, blinds and other areas that need dusting. We clean/ dust all wall décor, picture frames (if well secured), switch plates and outlets. We dust, polish and clean all furniture, furnishings and knick-knacks. Vacuum upholstery, as well as underneath cushions if needed. Glass surfaces and mirrors cleaned and dried thoroughly. And of course, we always sweep, mop and/or vacuum all floors.
KITCHEN: Clean and sanitize, safely remove small appliances and other items on your counter and clean the counter area, back splash and surrounding areas. We wet wipe all cabinet fronts and appliances. We clean the tops and bottoms of items and replace them safely where we found them. Sinks scrubbed and left shining. Outside of oven and refrigerator cleaned at each visit (inside cleaned upon request for an additional charge). Inside and outside of the microwave. Sweep and thoroughly mop the floor with highly rated chemicals.
BEDROOMS: We give all bedrooms a clean look. Linens changed, (all you have to do is leave the clean ones on the bed) and/or bed made. All areas dusted-on (top, front and sides), We Vacuum under the bed and dressers if accessible.
BATHROOMS: Clean and sanitize tubs, toilet, sink, showers, shower doors/tracking,
cabinet fronts and all fixtures.