WELCOME PACKET

 

We appreciate your consideration of our services and look forward to developing a great working relationship with you. This is a list of the most frequently asked questions.

Is Royals Cleaning Insured?

Yes! Our General Liability insurance ensure that our clients are protected. A copy of our policy is available upon request.

 

What Days and Hours Do You Work?

Our office hours are Monday thru Friday 7:45am to 4:00 pm.  Our arrival time for our first appointment is normally between 8:00-9:00 am. We try our best to accommodate your preference in cleaning days. We do not set cleaning times so you will be asked if you prefer morning, afternoon, or either. Unfortunately, it is difficult for us to give you a specific time for your cleaning due to the fact that we clean homes to a specific standard and all homes are different in size and cleanliness.

Do You Provide Weekend Cleanings?

Not typically. Only on a few small occasions we may be able to do so. The rate increases as well since the maids would be working overtime. Because the maids do not work on the weekends, if you have a need for a Saturday cleaning discuss this with the office and they would try to get a team for you.

How Many Maid/s Are Scheduled for the Cleanings?

We normally work in teams of 2. On occasions we may schedule only 1 when the house is small.

What Supplies / Equipment Clients Need to Provide?

We provide all the supplies and equipment necessary, with these exceptions: Toilet Brushes / Kitchen Sponge / Trash Can Liners

For your own health, we ask that you provide a toilet brush in each bathroom and a kitchen sponge. Each home has a different waste basket size, thus we require our clients to provide their own trash receptacle liners. Otherwise, we will use the size we provide on the large kitchen waste basket liners.

Please know that we mostly use eco-friendly cleaners . However, there are occasions that harsh/regular chemicals are needed when surfaces need extra attention. If you are allergic or prefer only green cleaners please let us know immediately so we can add it to your file accordingly; Please let us know which chemical or brands you are allergic to such as Bleach, Ajax, Oven Cleaner, Degreasers, etc.” This will help to ensure we provide the best service possible.

I have Specific Requests for Special Surfaces – What Should I do?

Let the office know prior to the cleaning. Simply email with your specific requests and place the special cleaning solutions in a visible area – don’t forget to let us know where you left the cleaning solutions so we can ensure the maids know that these cleaning agents can be used by them.

We ask that you supply specific cleaners for surfaces that require manufacturer’s recommended products such as stone counters, marble floors and certain types of wood floors. It’s imperative to follow the manufacturers’ recommendations to properly maintain the life of these surfaces and avoid harming them in any form.

What happens during the initial cleaning?

The initial cleaning is considered a deep cleaning. Even for those clients with previous cleaners and are looking to change from one company to another. We had clients who were so convinced that they didn’t need a full deep cleaning and once the maids start cleaning and all the dust comes out, they are surprised! Not all companies clean the same way and provide the same service. 

Can I hire Royals Cleaning's cleaners on the side? No.

All our clients are asked to sign a non-solicitation agreement. Royals Cleaning invest time and money in the development and training of their employees. 

What are the payment terms?

  • Scheduled Service cancelled without 48 hours’ notice receive a $50 late cancellation fee.

  • Lock out fees are charged at 50% of the full rate of service. Lock out fee means that the maids were scheduled, dispatched to clean your home but they didn’t obtain access to the unit. This means that Royals Cleaning paid all employees scheduled for your unit, paid travel time plus waiting time to figure out if someone was going to be able to allow them in plus travel time to go to another house.

  • Cancellations will also cause the rate to increase to the next level if cancellations become a pattern. We understand things happens. This increase in rate affects clients who often cancel their regular service.

  • Payment is due in full the day of the cleaning

  • Royals Cleaning accepts cash, checks, Visa, MasterCard, Amex and Discover.

  • Any NSF (insufficient funds) checks will be resolved by charging my back up credit card on file for the past due amount along with any NSF fees.

What are your holidays?

We work every day with exception of 6 holidays: New Years, Easter, Memorial Day, Independence Day, Thanksgiving and Christmas. Please check your calendar in advance and let us know if we need to reschedule to avoid a Late Cancellation Fee. We do send reminders to clients who have service on holidays so we can reschedule with advance notice.

What do you do with pets? Most of our team members feel very comfortable with cats and dogs.

We love pets! However due to potential health risks, we do not clean litter boxes, urine or feces. For the safety of our team members and your pets, if you have a pet that is the least bit aggressive, it will need to be absent from the areas we are cleaning.

Although we love pets, we kindly ask that on the day of your cleaning service all pets be secured, confined, locked away or removed from the premises prior to the cleaning. It is important to ensure pets are secured before the team arrives, as pets may try to run out when the crew is entering or leaving the premise.

Besides cleaning my house, what else can you help me with?

Some of the additional services we provide are:​​

  • Organizing / Folding laundry

  • Scrubbing title / vinyl floor

  • Office cleaning

  • Common areas of your apartment building such as hallways, entry foyers, elevators, stairs, laundry areas, gyms, community room, etc.

  • Commercial cleaning for your law office, medical practice clinic, day cares, banks, gyms, & spas 

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