FREQUENTLY ASKED QUESTIONS
Guarantee of Service
We are committed to providing superior service. We guarantee all of our work. If there is anything that does not meet your expectations, please let us know the day of service so we can send someone out within 48 hours to re-clean the missed areas. Refunds are not available. If an offer to re-clean is turned down, it will be taken as a complaint that has been take care of.
Keys and Codes
We are a keyless company and do not store or carry keys. You may put a lock box out on cleaning day (suggestion: Master Lock) with working keys in it. Or, hang the lock box on the doorknob or fence. All lock boxes installed in the backyard should be accessible to the cleaners via an unlocked gate. A garage or other door lock code is also acceptable.
We are cashless and only accept credit cards. A credit card is maintained on file and billing options are discussed as part of client agreement. First time clients are required to hold appointment with a credit card and we put a hold on the card upfront to ensure the card is in good standing. Once the service is completed, the whole amount will be charged and the customer understands and agrees that they have an obligation to ensure payment for services rendered.
Should a credit card decline without replacement payment within 30 days, a $35 per month late fee will apply.
We require a minimum of 48 business hours cancellation notice. If you need to cancel or would like to reschedule your appointment, please phone or email the office directly.
Cancellation fees will be billed as follows:
We understand that emergencies arise, however, our staff counts on having regular paycheck
Full minimum cleaning fee will be billed on the day of cleaning if the cleaner is unable to gain access to the establishment or home, if the key has not been left in the agreed upon location. This charge also applies to post construction cleanings when the post-renovation contractor or other contracting crew have not completed work according to schedule and our cleaning crew is on site.
A charge of 50% of service will be charged if the 48 hour cancellation policy is not honored. Cancellation fees are passed on to your cleaner so they don’t miss out on income that day.
Excessive cancellations with less than 48 hours’ notice are subject to cessation of services
**If someone in your household is home due to illness or on quarantine, we will be unable to clean.** We don’t want our staff exposed to any illness that could then be passed on to another client. If you let us know before we arrive that someone is sick or in quarantine, we will not charge a cancellation fee. If we arrive to clean and someone is home sick, we will not be able to clean and a cancellation charge will apply.
*Please keep pets and people in other areas of the home so our staff can work in the safest, most efficient manner possible. If you need to speak to our staff, we kindly ask that you wear a mask for their protection.
Please note: If frequency of scheduled cleaning changes (ex: weekly or biweekly skips a cleaning) the next level frequency price would apply. For example, weekly skips a cleaning so the next visit is at the bi-weekly rate. Bi-weekly skips a cleaning so the next visit is at the monthly rate. If a monthly customer skips a cleaning, the next cleaning will need to be at the Initial Basic or Deep rate. (contact us for more information).
We love pets, however, aggressive pets or those who may run out the door while we enter or exit must be secured while we are cleaning your home. Cleaners are not able to let the animals out or bring them in. Cleaning up pet waste or changing litter boxes fall outside our scope of cleaning services.
Cleaning up human/mammal feces, urine, vomit, etc. (other than inside a toilet) is beyond of the scope of our cleaning certification. These services are better handled by those who do hazmat cleaning and have the appropriate protective gear.
How Should I Prepare? Please have pet and human waste, trash, recycling and clutter picked up to facilitate heavy cleaning. The price quoted for cleaning assumes the home will be picked up and ready for cleaning. We offer a pick up option should you need that at an additional charge. Just let us know! Note: pet and human waste are biohazards that we do not handle
Our organizing clients are hiring us to help with clutter so this does not apply to them. 🙂
What’s the Difference Between Pick Up Service and Professional Organizing? When a room has a few items that need to be picked up, folded or put away into an already organized space (see photo above), we can help by adding a Pick Up charge. If there is an abundance of items are sitting on counters, floors, tables, dressers, etc., Professional Organizing is the option needed. Through that process, we will help you sort, cull and organize items and help find containers and systems to best utilize the space. The photo above is an example of when Pick Up Service is needed. The photos below is an example of when Professional Organizing is needed.
We bring cleaning products, tools & equipment with us. If there are special products you prefer, please provide them for us along with instructions on how to use them and a signed release that we are not responsible for any damage caused by these products. We do extensive research on products and training to be sure the products we supply are properly used.
Confidentiality, Safety and Security policy
The safety of our clients and cleaners is paramount at BritLin Cleaning. We maintain a strict policy regarding the privacy of our clientele. We guarantee discretion and do not share information (including but not limited to e-mail, residential addresses, telephone numbers and profiles).
We do not allow anyone into the residence without explicit direction from our client. We also ask that you inform the office of expected service and delivery persons or if someone will be in the home working or visiting upon cleaners’ arrival.
Please advise of anything in the home that is not working properly (glass shower door falls off hinges when opened, hot water faucet is reversed with cold water, exposed wiring, picture frame is already broken and should not be moved, etc.)
Our standard office hours are Monday to Friday 8 a.m. – 5 p.m.
Let us give you a free estimate based on your cleaning and organizing needs. We even offer online estimating and booking at BritLinCleaning.com (note: Professional Organizing supplies are billed separate from organizing time) Most homes benefit from a Deep Cleaning our first time in. However, if you are in a new build and schedule service within 30 days of moving in AND sign up for our recurring service, you may not need our initial Deep Clean. Please contact us before booking so we can make the necessary price adjustment. After the initial cleaning, we offer a maintenance price to keep your home looking great! Bi-weekly is the most common interval, however, we also offer weekly and monthly pricing.
Why are some services cheaper than others? The truth is, while there are less expensive options for house cleaning, hiring a professional service is safer and costs you less in the long run. The underground market seems less expensive on the surface but in the end, it really isn’t. Ask yourself, what is my time worth? Cheaper services generally require you to find to housekeeper, verify their background, train them, and provide all the supplies for cleaning. You have to manage, supervise, and pay their payroll taxes despite their claim that they are an “independent contractor” (the IRS almost never agrees therefore you are liable for all federal withholding taxes and labor law compliance). The “savings” is not worth the risk, especially if the cleaner is undocumented or brings undocumented “relatives” to help clean. Non-professional cleaners often give the cleaning industry a bad name by not paying taxes and hiring illegal workers.
Do you pay for referrals if I refer you? Yes! Recurring service clients get $50 off their next cleaning when they refer us to someone who completes 4 weekly or bi-weekly recurring cleanings! You could get $50 off all of your cleanings if you just spread the word to everyone. We thrive on referrals and are generous when you refer!
How long have you been in business? Since 2007!
Are you insured and bonded? Yes! Your safety and protection is our top priority.
Are your housekeepers’ employees or sub-contractors? Our Cleaning Techs are employees. Thoroughly screened and trained by an experienced Training Manager.
Are you a franchise? No, we just look like one because we are just as professional. However, we have the freedom to provide you with a more customized service and our prices are usually slightly lower than the franchises.
Do you do background checks & thorough screening? Absolutely. You’d be shocked at who does not pass.
Does your staff speak English? Yes, our employees must be able to read and speak English because we offer a customized cleaning for our clients. We do not use illegal labor which is common with many services. For security reasons, be sure you are dealing with a legitimate service.
What day and time will you clean? You get to pick your day and time based on our availability. We clean Monday through Friday between 8:00 and 5:00 p.m. You can pick an arrival window of either: 8:00 to 11:00 a.m. or 11:00 to 2:00 p.m. We give arrival windows to allow for traffic and unexpected delays. Our clients are not stuck waiting all day for us to show up!
Do I have to be home during service? No. Most of our clients leave us a key in a lock box or give us a door code and their alarm code. Our employees are carefully screened and trained. We understand, however, that with the current Pandemic, many people now work from home or do remote school. In that case, just let us know when the best time for us to clean the areas where activity is taking place during breaks, for example.
Efficiency – We work hard at cleaning in the most efficient manner possible while exceeding your quality expectations. In order to accomplish this, we may start in the back of the house and work our way to the front of the house. We also keep talking to a minimum since multitasking can cause distraction which adds to the amount of time we are in your home and can adversely affect quality. If you need to speak to our staff, we just ask that you social distance.
Breakage – We do our very best to avoid accidental breakage but occasionally an accident may occur. If you have sentimental or one-of-a-kind breakables, we recommend you put them away on cleaning day. If we do have accidental breakage, we will contact you to make arrangements for replacement or repair. *Blinds and Plantation Shutters have parts made of plastic that wear out over time. We are as careful as possible when handling these items but cannot be responsible for parts that happen to wear out the moment we clean them. Note: We do not clean inside china cabinets and curio cabinets since this is where the most sentimental and one of a kind items tend to be kept).
Light Fixtures – We do our best to clean light fixtures within reach either by hand on our deep cleans or with our extension pole. Please note that if you have clear glass fixtures, they may not look clean even after we’ve done our best to clean them. *There may be an extra charge if you have clear glass fixtures that require hand wiping each time using a 2-step stool. (Frosted glass fixtures are easier to keep looking clean over time and will not require an additional charge.)
Sheet Changes – Sheet changes are an add on service. Let the office know if you would like to add this service. Simply leave the clean sheets on the bed so we will know to change them. If you would like additional beds changed, please let us know and we can add that to your bill for an additional $5 per bed. Sheet change rate includes fitted, flat and pillow cases. If you wish to have a Duvet cover replaced, there is an additional $15 fee.
Dishes – While dishes are not included in the cleaning, we are happy to add up to 1 dishwasher load for an additional $20.
Cleaning for a Reason – We offer FREE cleanings for women with cancer through Cleaning for a Reason. If you know of lady with cancer, please tell her about this benefit and where to register at CleaningforaReason.org
What if I need some extra tasks or services? Just call the day before to make your special requests and we will quote you a price for the additional time. Ovens, dishes, fridge, laundry, tidy up? Yes!
Do I have to tip your employees? No, it’s not expected, but it is greatly appreciated for work well done.
What if I need to change my day of service? Just tell us what day works best for you and we will do our best to accommodate.
What if I have clutter in my home? We offer Professional Organizing Services as well as cleaning services. The two are separate and usually scheduled on a separate day from cleaning. We have Professional Organizers who are trained by NAPO (The National Association of Productivity and Organizing Professionals). If you would like a cleaning BEFORE we organize, please put items on the counter in a basket that can be easily moved to clean underneath. It is presumed that clutter will be at a minimum the day of cleaning. There may be an additional fee for clutter not picked up.
What else do I need to know about Professional Organizing Services? These services are best done with the client present in the beginning to assist with deciding what to Keep, Sell/Give Away and Throw Away. After these decisions are made, we will recommend appropriate organizing supplies to best utilize the space and help maintain the organization. We offer package pricing for labor + supplies (all supplies are billed separately)
What information do we collect?
We collect information from you when you register on our site, place an order, subscribe to our newsletter or fill out a form.
What do we use your information for?
Any of the information we collect from you may be used in one of the following ways:
To personalize your experience – your information helps us to better respond to your individual needs
To improve customer service – your information helps us to more effectively respond to your customer service requests and support needs
To process transactions – your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.
To send periodic emails – the email address you provide for order processing, may be used to send you information and updates pertaining to your order, in addition to receiving occasional company news, updates, related product or service information, etc.
How do we protect your information? – We implement a variety of security measures to maintain the safety of your personal information when you place an order for service. Likewise, we also protect our staff and ask that you not exchange contact information with them. As part of recurring service, we have an agreement to sign about keeping both your and our staff’s contact information private.
Any time you have questions, comments or feedback about our service, we welcome it!
We look forward to making your home Sparkle and Shine!