Frequently Asked Questions

FAQs + Answers

What Is Included In A Regular Cleaning?

Included:

· Kitchen (clean sink out, counter tops, cabinet faces upper and lower, stove top, all stainless steel appliance surfaces)

· All exterior surfaces in all rooms

· Floors will be mopped and vacuumed

· Bathroom (complete toilet clean, shower, handles, tub, drain, counter tops, mirrors)

· Bedroom shelving, nightstands, bed frames, tidy up bed, light dusting

· All window sills

Not Included:

· Internal cleaning of stove, fridge, windows, baseboards. All Extras are listed in the booking process that you can add on, for a fee. 

· The extra time included in deep cleans allows for more detailed work in the above mentioned "Included" items.

What Is Included In A Deep Cleaning?

Included:

· Everything included in a regular clean in addition to:

· Baseboards

· Light switches & Door handles

· Detailed Dusting

· Back Splashes and Faucet Fixtures are polished

· Light organization of all rooms (for detailed organization select add on)

· Extra hour included for high detail areas

Not Included:

· All Extras are not included (must be selected for an additional cost)

What Is Included In A Move Out Or Move In Cleaning?

When booking a Move Out or Move In clean, you can expect an all-inclusive service. This is our most detailed package and includes 4 of the 7 extra services we offer which you can add to any level of service. These extras include: Inside oven, inside fridge, inside cabinets, and inside all windows. This clean is intended to turn the home someone once lived in, into its original state and ready for new homeowners.

Which Service Do You Recommend For First Time Clients?

A deep clean is recommended for all first time cleaning by nacleco. It allows us extra time to get all the areas that have been missed during regular cleanings in the past. This also gives our team a time to get to know you, walk your home and understand what is most important to you (and point out any areas you want us to avoid.) After the initial deep clean, most customers switch to a standard 2 hour clean on a bi-weekly or monthly basis.

Cancellations & Refunds

If you cancel before 48 hours you will receive a full refund to the payment information on file.

If you cancel within 48 hours of your booking, your booking is credited to your account to use whenever you prefer in the future.

If you cancel within 24 hours, it is a non-refundable full charge. We ask that you please contact us as soon as you know you cannot have us come to clean your home, this helps our team to be put on another job and not lose out on pay that day.

What Are Your Hours Of Operation?

Our hours of operation are:

Monday – Sunday: 8am-8pm EST

Our customer support team is available on live chat on our website 8am-11pm EST, and you can call us at 1-800-308-1378.

Do You Work On Weekends?

Yes, our team is available for cleanings and support on weekends. Our work hours are 8am - 8pm EST on Saturday and Sunday.

Is There A Rescheduling Fee?

We do not charge for rescheduling as long as it is done before 48 hours of your original booking. Please see our Cancellation & Refund FAQ for further information.

How Do I Update Billing?

Please head to your account page, and under settings select billing. In that section it’ll allow you the opportunity to update billing, address of clean, and your current subscription.

What If I Want To Skip This Weeks Clean? Will I Still Be Charged?

No, unless it’s within the 48 hour window. Within this two day window if you decide to cancel, the clean will be credited to your account at no penalty for future use.

Do You Clean Any Outside Surfaces Of The Home?

We do not. Our insurance only covers our cleaners inside your home. We can recommend another company to help you with those types of services, but that is not part of our offering currently.

What Day Is My Clean?

Please view your account page, look under “Subscription” to see your next scheduled cleaning. Please remember if that day doesn’t work for you, you can always change it.

Do I Have To Be Home When The Cleaners Arrive Or Depart?

You do not. However if it’s your first time signing up for a nacleco cleaning, initial introductions always help develop the personal relationship with your house cleaning team.

Can I Trust Your Cleaners? Are They Background Checked?

Absolutely! Our team of cleaners are federally and state wide background checked we only hire the rest. Our team is trained, and works with our Team Supervisors before the work on their own so they earn our trust, and are fully vetted. 

Is nacleco Licensed, Bonded, And Insured?

We are, so you can rest easy! We’re currently insured for up to $2M in general liability damage.

Can I Leave A Key?

Yes! It is actually preferred after the initial visit. This gives flexibility to your schedule so we can come in and leave while you attend to more important things. You can also tell your front desk to allow for us to enter and we can coordinate an easy way for us to get in and out after we’ve done our initial visit.

Is Tipping Normal? If So How Much?

Yes it is. However there is no suggested percentage, whatever feels good to you. Any amount is appreciated by your cleaners and they keep all of their tips. If they go above and beyond, by all means please do feel free to tip. You can add it to your booking or coordinate with your cleaning team at your home.

What If Something Breaks?

This rarely occurs but accidents do happen. Please contact our office immediately to work with our insurance to get the object of value replaced.

What If The Cleaner Doesn’t Stay The Entire Time Or Finishes Early?

Cleaners will always find more to do to clean up your home with the time you’ve paid for. If a cleaner does happen to leave early contact our offices immediately.

What If I’m Not Satisfied With My Cleaning?

If you are not happy with the service for any reason please call us immediately for further instructions. A re-scheduled clean must be made within 2 business days of the original appointment. We aim to make sure you LOVE your cleaning, and your cleaning team. 

Am I Charged Upon Booking?

Yes, this is to ensure your day and time is reserved and your team of cleaners is assigned to your home for that day and time block.

Are Your Prices Negotiable?

No, are rates are calculated by the information you provide on our booking page. We provide some of the lowest rates in the industry and we believe price transparency makes our clients very happy. You don't have to call of our team for a quote, it's all right on our site.

What If My Chosen Service Ins't Completed In Time?

An additional booking must be made. This is why the size of your home, and level of cleanliness is important to be honest in the booking process. Our team is trained and experiences on a variety of home sizes and have it down to a science how long your home should take to clean. Honesty is always the best policy.

How Do I Cancel My Account?

Please head to the “Account” page on our website, login into your account. Find “Cancel My Account” and submit a quick form to successfully cancel your clean.

How Do I Determine The Answer To "How Often Do You Clean"?

To get the most out of your scheduled cleaning evaluate the current condition of your home with honesty. This will determine if your home is cleaned in one pass through and avoids any need for rescheduling a second cleaning at cost.

What Cleaning Products Do You Use?

Our name stands for Natural Cleaning Company, therefore all of our cleaning products are natural, safe, non-toxic, pet-friendly and eco-friendly. We want you to feel comfortable knowing your children, or pets, can move about your house after we clean and not be worried about what we use. We believe a home can be cleaned without harsh and harmful chemicals. We use a variety of all-natural cleaning products for floors, surfaces, appliances, furniture and more. If you have your own natural cleaning products you’d like our staff to use instead, feel free to leave them out on the counter for us and we can gladly use them to clean as well.

Do You Do Cleanings for AirBnB, VRBO and other short term vacations rentals?

YES! Our team is experienced in cleaning for short term rentals and vacation properties. We are able to accommodate your short time windows to turn around units before your next guest arrives. You can also, for an extra fee, hire our team to change linens if they are left in the unit. Feel free to contact us for more details.

COVID-19 Measures

Our teams take the following precautions & measures to fight against the spread of germs and viruses. This includes:

· Washing hands regularly

· Using hand sanitizers

· Disinfecting equipment between each job

· Wearing masks in your home or office

· Wearing gloves 

· Practice physical distancing in your home

If you would like any additional measures taken contact us directly.

Frequently Asked Questions

FAQs + Answers

What Is Included In A Regular Cleaning?

Included:

· Kitchen (clean sink out, counter tops, cabinet faces upper and lower, stove top, all stainless steel appliance surfaces)

· All exterior surfaces in all rooms

· Floors will be mopped and vacuumed

· Bathroom (complete toilet clean, shower, handles, tub, drain, counter tops, mirrors)

· Bedroom shelving, nightstands, bed frames, tidy up bed, light dusting

· All window sills

Not Included:

· Internal cleaning of stove, fridge, windows, baseboards. All Extras are listed in the booking process that you can add on, for a fee. 

· The extra time included in deep cleans allows for more detailed work in the above mentioned "Included" items.

What Is Included In A Deep Cleaning?

Included:

· Everything included in a regular clean in addition to:

· Baseboards

· Light switches & Door handles

· Detailed Dusting

· Back Splashes and Faucet Fixtures are polished

· Light organization of all rooms (for detailed organization select add on)

· Extra hour included for high detail areas

Not Included:

· All Extras are not included (must be selected for an additional cost)

What Is Included In A Move Out Or Move In Cleaning?

When booking a Move Out or Move In clean, you can expect an all-inclusive service. This is our most detailed package and includes 4 of the 7 extra services we offer which you can add to any level of service. These extras include: Inside oven, inside fridge, inside cabinets, and inside all windows. This clean is intended to turn the home someone once lived in, into its original state and ready for new homeowners.

Which Service Do You Recommend For First Time Clients?

A deep clean is recommended for all first time cleaning by nacleco. It allows us extra time to get all the areas that have been missed during regular cleanings in the past. This also gives our team a time to get to know you, walk your home and understand what is most important to you (and point out any areas you want us to avoid.) After the initial deep clean, most customers switch to a standard 2 hour clean on a bi-weekly or monthly basis.

Cancellations & Refunds

If you cancel before 48 hours you will receive a full refund to the payment information on file.

If you cancel within 48 hours of your booking, your booking is credited to your account to use whenever you prefer in the future.

If you cancel within 24 hours, it is a non-refundable full charge. We ask that you please contact us as soon as you know you cannot have us come to clean your home, this helps our team to be put on another job and not lose out on pay that day.

What Are Your Hours Of Operation?

Our hours of operation are:

Monday – Sunday: 8am-8pm EST

Our customer support team is available on live chat on our website 8am-11pm EST, and you can call us at 1-800-308-1378.

Do You Work On Weekends?

Yes, our team is available for cleanings and support on weekends. Our work hours are 8am - 8pm EST on Saturday and Sunday.

Is There A Rescheduling Fee?

We do not charge for rescheduling as long as it is done before 48 hours of your original booking. Please see our Cancellation & Refund FAQ for further information.

How Do I Update Billing?

Please head to your account page, and under settings select billing. In that section it’ll allow you the opportunity to update billing, address of clean, and your current subscription.

What If I Want To Skip This Weeks Clean? Will I Still Be Charged?

No, unless it’s within the 48 hour window. Within this two day window if you decide to cancel, the clean will be credited to your account at no penalty for future use.

Do You Clean Any Outside Surfaces Of The Home?

We do not. Our insurance only covers our cleaners inside your home. We can recommend another company to help you with those types of services, but that is not part of our offering currently.

What Day Is My Clean?

Please view your account page, look under “Subscription” to see your next scheduled cleaning. Please remember if that day doesn’t work for you, you can always change it.

Do I Have To Be Home When The Cleaners Arrive Or Depart?

You do not. However if it’s your first time signing up for a nacleco cleaning, initial introductions always help develop the personal relationship with your house cleaning team.

Can I Trust Your Cleaners? Are They Background Checked?

Absolutely! Our team of cleaners are federally and state wide background checked we only hire the rest. Our team is trained, and works with our Team Supervisors before the work on their own so they earn our trust, and are fully vetted. 

Is nacleco Licensed, Bonded, And Insured?

We are, so you can rest easy! We’re currently insured for up to $2M in general liability damage.

Can I Leave A Key?

Yes! It is actually preferred after the initial visit. This gives flexibility to your schedule so we can come in and leave while you attend to more important things. You can also tell your front desk to allow for us to enter and we can coordinate an easy way for us to get in and out after we’ve done our initial visit.

Is Tipping Normal? If So How Much?

Yes it is. However there is no suggested percentage, whatever feels good to you. Any amount is appreciated by your cleaners and they keep all of their tips. If they go above and beyond, by all means please do feel free to tip. You can add it to your booking or coordinate with your cleaning team at your home.

What If Something Breaks?

This rarely occurs but accidents do happen. Please contact our office immediately to work with our insurance to get the object of value replaced.

What If The Cleaner Doesn’t Stay The Entire Time Or Finishes Early?

Cleaners will always find more to do to clean up your home with the time you’ve paid for. If a cleaner does happen to leave early contact our offices immediately.

What If I’m Not Satisfied With My Cleaning?

If you are not happy with the service for any reason please call us immediately for further instructions. A re-scheduled clean must be made within 2 business days of the original appointment. We aim to make sure you LOVE your cleaning, and your cleaning team. 

Am I Charged Upon Booking?

Yes, this is to ensure your day and time is reserved and your team of cleaners is assigned to your home for that day and time block.

Are Your Prices Negotiable?

No, are rates are calculated by the information you provide on our booking page. We provide some of the lowest rates in the industry and we believe price transparency makes our clients very happy. You don't have to call of our team for a quote, it's all right on our site.

What If My Chosen Service Ins't Completed In Time?

An additional booking must be made. This is why the size of your home, and level of cleanliness is important to be honest in the booking process. Our team is trained and experiences on a variety of home sizes and have it down to a science how long your home should take to clean. Honesty is always the best policy.

How Do I Cancel My Account?

Please head to the “Account” page on our website, login into your account. Find “Cancel My Account” and submit a quick form to successfully cancel your clean.

How Do I Determine The Answer To "How Often Do You Clean"?

To get the most out of your scheduled cleaning evaluate the current condition of your home with honesty. This will determine if your home is cleaned in one pass through and avoids any need for rescheduling a second cleaning at cost.

What Cleaning Products Do You Use?

Our name stands for Natural Cleaning Company, therefore all of our cleaning products are natural, safe, non-toxic, pet-friendly and eco-friendly. We want you to feel comfortable knowing your children, or pets, can move about your house after we clean and not be worried about what we use. We believe a home can be cleaned without harsh and harmful chemicals. We use a variety of all-natural cleaning products for floors, surfaces, appliances, furniture and more. If you have your own natural cleaning products you’d like our staff to use instead, feel free to leave them out on the counter for us and we can gladly use them to clean as well.

Do You Do Cleanings for AirBnB, VRBO and other short term vacations rentals?

YES! Our team is experienced in cleaning for short term rentals and vacation properties. We are able to accommodate your short time windows to turn around units before your next guest arrives. You can also, for an extra fee, hire our team to change linens if they are left in the unit. Feel free to contact us for more details.

COVID-19 Measures

Our teams take the following precautions & measures to fight against the spread of germs and viruses. This includes:

· Washing hands regularly

· Using hand sanitizers

· Disinfecting equipment between each job

· Wearing masks in your home or office

· Wearing gloves 

· Practice physical distancing in your home

If you would like any additional measures taken contact us directly.

Have more questions? Contact Us!