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FAQ's

FAQs

Frequently Asked Questions

1 Cleaning Questions

Q: How many housekeepers do you send to clean?

A: We always send teams of at least two people and on rare occasions teams of three.

Q: Do I need to provide supplies or will the teams bring them?

A: Our teams will bring all of their own supplies and equipment.

Q: What type of cleaning solutions do the maids use?

A: We only use professional cleaning products; typically that will include glass cleaner, heavy duty cleaner and multi-function disinfectant, professional wood floor cleaner, and tub and toilet cleaner.

Q: How much trash will they remove from my house?

A: We will remove two full bags of trash with every cleaning. If you need more trash removed, please feel free to email or call us and we can work out the details.

Q: Can I have the teams clean with my own supplies? I have allergies and my floors need special cleaners.

A: Yes, we will be happy to clean with any special cleaner or solution you might need.

Q: Can I have the teams vacuum with my own equipment?

A: Yes, we will clean with your vacuum equipment but can not be responsible if your vacuum cleaner causes any damage. MoreHands can only be responsible for any damage our own equipment causes.

Q: How do I leave special instructions for the cleaning teams?

A: It is best to call or email your respective office and give them the special instruction.

Q: Do I need to do anything to prepare for a moveout clean?

A: We do need electricity and water to clean so please make sure your utilities are still functioning.

Q: Does the “pet charge” include cleaning up my dog’s poop or pee or cat’s litter box?

A: No, the “pet charge” is for the added time needed to clean up animal hair. Our teams do not clean feces, urine, vomit or blood.

Q: What won’t MoreHands teams clean?

A: For health reasons, our teams will not clean blood, feces, vomit or urine from animals nor humans.

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2 Billing & Pricing Questions

Q: When do you charge my credit card?

A: We charge all credit cards the day of the cleaning once all work is completed.

Q: How much notice do I need to give to change or cancel an appointment?

A: You need to change/cancel at least 24 hours before your scheduled visit. If your change/cancellation is less than 24 hours notice, we will charge a $35-$50 late cancellation fee depending on office location.

Q: Am I penalized if I set up recurring service but stop before I complete my five visits?

A: No, you are not “penalized” but you will be subject to our “once only” pricing which is more expensive.

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3 Appointment Time Questions

Q: How do I request an appointment time?

A: We do not set appointment times however we do allow you to specify time ranges when you sign up for service.

Q: I need to be home when the maids are cleaning. Is there no way possible to set an appointment time?

A: If it is very important to you to be home for the cleaning, please call your respective office for details.

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4 “My Key” Questions

Q: How do the maids enter my home?

A: Leave a key for us and tell us where it is during the signup process.

Q: Can you keep a copy of my key so I don't have to hide it each visit?

A: Sure, we are happy to keep a copy of your key and store it in our steel lock box in our office.

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5 Scheduling Questions

Q: Will the same team always come to my home to clean?

A: Yes, most of the time the same team will be cleaning your home. We try to keep teams in their own assigned neighborhoods.

Q: How do I stop my service?

A: Email or call us. You can stop whenever you like.

Q: Can I change my day of cleaning after signing up? I usually want Mondays but I need to be cleaned on Tuesday this week.

A: Yes, you can change your dates. We have very flexible scheduling and can typically accommodate all day changes.

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