FAQ's

How do I pay for my cleaning service?

We make paying for your cleaning service quick and easy. Simply pay a 50% deposit (non-refundable for cancellations within 48 hours of scheduled cleaning day) to reserve your cleaning day and pay the remaining balance when we arrive (the day of the cleaning). It’s important to know we have a ‘no pay / no clean’ policy. We accept cash, checks, Venmo and Zelle. We do not invoice. Our cleaning technicians do not handle any form of payment, so if you wish to leave cash or check — please place in a sealed envelope. In addition to cash, checks, Venmo and Zelle – we also accept credit cards with an additional 3.5% merchant fee.  

What if I am unhappy with the cleaning?

We come with 100% happiness guarantee. We want you to be absolutely delighted (not just satisfied) with our cleaning service. If for any reason you are unhappy, report your concerns to our office within 24 hours of service by calling (903) 603-4175. We will gladly come back at no cost and reclean the areas you are dissatisfied with.

We can not issue refunds for services performed and we do not negotiate pricing after the property has been cleaned — but nonetheless, we will fix it and make it right. .  

How much does your cleaning service cost?

We charge flat rate fees dependent upon your requested cleaning (such as light housekeeping, deep cleaning, move out cleaning…) and these factors: Condition, square footage, frequency of service. Unlike some other cleaning services you may have used in the past, we will never nit-pik or nickel & dime you with miscellaneous fees. Instead, we adhere to our schedule of fees and quote you our best price so you can keep your cost as low as possible. 

Do you allow tips?

We want you to be absolutely thrilled with our work and our customer service. So yes, tips are appreciated — but not necessary nor expected. We want to earn your trust and only then, if you feel a tip is appropriate, we humbly thank you for generously choosing to do so. 

Do you supply the cleaning products and equipment?

We provide all cleaning supplies and equipment needed, if you prefer us to use your products, just notify us and leave it out on day of cleaning. Freshly Clean will not be held liable for any damage caused by homeowners’ products or the wear and tear use of clients’ equipment.

Do I have to be home?

Only if you want to be, whatever makes you comfortable it’s your choice. We can not guaranty the exact time of arrival but offer a time slot window for your convenience. We understand that the security of your home is extremely important, and we consider it our number one priority, we will make sure to lock up behind us.

Do I need to leave a key?

You can notify us which access is best for you a key, garage code, door code, etc. We are confidential and do not share addresses or any information. 

In the event the client chooses to leave a door unlock, or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, Freshly Clean will not be held liable for any damages, or theft to the clients home. Freshly Clean will not be liable for any false alarm charges due to code changes not brought to their attention before servicing the home.

How do I prepare my home for cleaning day?

It is helpful and to make most efficient, we ask that clothing, toys, clutter, and other miscellaneous household items are picked up prior to arrival of service, put away any important documents / valuables. 

Please do not clean, that is what we are for. If you have any specific preferences, let us know, so we can enhance your cleaning experience and ensure you are completely satisfied. In areas of the home with extreme clutter, Freshly Clean reserves the right to skip those areas in order to avoid damaging items or injuring the cleaning techs.

What makes your cleaning service different from other companies?

We are also a concierge service (special add on services), our customers are our top priority, we will go the extra mile to make sure that you are completely satisfied with our work in your home. We are big on communication and customer relationship. We encourage you to ask what you want, need, and expect from us. We are more than willing to cater to your specific needs with 100% happiness guaranteed. Freshly Clean values your business, time, honest feedback, and the opportunity to serve you. We are here for you long term and appreciate your loyalty!

Do you shampoo carpets?

Not at this time, but we can recommend a trusted company for this service.

Do you like referrals?

We love referrals! Have the person that you refer to us mention your name and we will give you $20 off a cleaning of your choice.

What If I have pets?

We are pet friendly and love our client’s pets. We are mindful of pets on your property, but we can not be held liable for their safety while service is being performed. We do not clean litter boxes or pick up any pet waste. If a pet is aggressive, we recommend you leave outside or in a gated area to ensure the safety of our teams.

What happens if my utilities are off?

Electricity and water are a must! If your utilities are turned off, cleaning will need to be rescheduled when they are turn back on.

Do you do contracts?

We are contract-free. Freshly Clean reserves the right to cancel any service, if for any reason racism, sexism, or disrespect to our team members will result in immediate termination of service.

What don’t you clean or do?

Safety and health is of the utmost importance to us, we ask for you to inform us if there are any potential biohazard substances. We do not clean mold, rodent, or bug infestations of any kind, or human or pet waste. We do not lift heavy furniture or perform any other task that may jeopardize our team members’ health or safety. If a biohazard situation is evident, our teams will not be able to service your home.

What if something breaks?

If in the event that object is damaged, please notify us within 24 hours. Our teams are skilled at handling fragile items, and always careful with your belongings. We are insured to ensure your property will be protected. However, on rare occasions, its possible an item may get broken. Freshly Clean can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, etc. Curio cabinets, figurines, glass wear, collectibles, and items of extreme sentimental value should be cleaned by the client. The client needs to save broken items for Freshly Clean to inspect. Note: client should point out any damage to surfaces during walkthrough and before service begins. If any damage is already there or that another company is responsible for, in this case we may require that the client sign off on a preexisting surface damage waiver.

What if I need to reschedule, skip or cancel an appointment, or if it falls on a holiday?

We ask that you notify us within 48 hours of cancelation or reschedule notice so we can try our best to fill in the spot we had reserved. If it falls on a holiday, we will contact you and reschedule.