Cleaning FAQs
Frequently Asked Questions
A first-time cleaning requires additional time to remove built-up soil and grime. Our team typically spends 2 to 4 times longer during the initial visit compared to future maintenance cleanings.
If your home has never been professionally cleaned—or if you're switching from a previous cleaning provider—our staff may encounter areas that haven’t been properly maintained. Removing this buildup ensures we can maintain your home to our standards moving forward.No. We have no contract to sign. By hiring Raleigh Cleaning Company, you agree to our terms of service provided within the estimate. Our commitment to providing a professional service requires the same professional commitment from our clients. Reliable, dependable, and honest service is what we pride ourselves in providing, and we expect in return for our clients to maintain a professional atmosphere. We’re confident you’ll trust our team and the quality of our service.
Arrival Times, Reschedules, and Cancellations:
Arrival times are estimated and based on a 3-hour window.
We understand the importance of time, hence, we strive to provide you with as accurate an arrival estimate as possible, typically within a 3-hour window. Recognizing that our line of work can be subject to unforeseen circumstances, it’s challenging to pinpoint an exact arrival time. However, we promise to do our best to update you should any changes occur. You will receive an “On the Way Text” for your convenience when your technician is en route. Please always make us aware if you have specific time or day requests, and we will do our best to accommodate your needs. The only guaranteed arrival time we offer is the first appointment (arrival between 8:00 AM & 10 AM). If your schedule does not allow for a flexible arrival time, please request the first appointment of the day.
We encourage all our clients to provide secured access by way of electronic door keypads, garage door keypads, or traditional lockboxes secured somewhere on the property. If you prefer to leave a door open or a key left in a concealed spot, we will enter with your permission. We recommend placing a lockbox outside your home in case a battery dies in the garage or front door keypad—this helps avoid lock-out fees.
Our state-of-the-art software safeguards your lockbox and alarm codes with password protection and encrypted cloud storage. With advance instructions, we’re also happy to disarm and/or arm alarm systems. If you don’t have one, lockboxes can be purchased from us for $10. Raleigh Cleaning Company does not maintain, hold, or otherwise take possession of property keys.
We completely understand that things come up and schedules change, and we’re always happy to work with our clients. Please note that rescheduling or canceling outside of the guidelines below will result in the following fees.
Canceling a Maintenance Cleaning Within 48 Business Hours:
A $100 fee will apply to cancellations of recurring cleanings made within 48 business hours of the scheduled appointment. This fee is necessary as your spot was reserved on our schedule, preventing us from filling it with another appointment.
If you cancel after 4:00 PM (when our office closes) the day before your scheduled cleaning or on the same day, you will be charged the full price of the service. This fee directly compensates our staff for lost wages, as the time was reserved on their schedule to clean your home.
Cancellation Policy for Deep Cleanings/First Time Cleanings
If you cancel your scheduled deep cleaning or first cleaning, the deposit is non-refundable. This deposit is required to hold your spot on our schedule, ensuring the necessary time and resources are reserved for your appointment.
Skipping a Regularly Scheduled Cleaning: For cancellations or skips without rescheduling before the next scheduled cleaning, the next cleaning will be billed accordingly:
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Weekly Client- next cleaning two weeks later will be at the two-week rate.
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Bi-weekly Client- next cleaning four weeks later will be at the four-week rate.
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Every 4 Week Client- will be billed at 1.33 times the every four week rate when going 6-8 weeks between cleanings.
If the technician deems there is no additional time needed on the next regular cleaning due to skipping a cleaning, you will be charged your regular rate.
Likewise, to add an extra cleaning, both the added cleaning and the cleaning following will be charged at the lower frequency rate. For example, if your biweekly rate is $200 and your weekly rate is $180, the extra cleaning and the following cleaning (both one week since last service will be billed at $180, therefore, it would be an additional $160 compared to the budgeted total for services that month.)
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Unfortunately, if we are not given adequate notice for cancelling a scheduled cleaning, or are unable to gain access to your home, a “Lock Out” fee of $50 for recurring cleanings or $100 for deep cleans or one-time cleaning will be charged to your card on file. This helps us cover our staff’s lost wages for the time they had reserved to make your space shine. Late cancellation and lockout fees are necessary because we consider a scheduled visit to be a reservation for your service. We do not over-book our schedule because we believe every client deserves a reliable, high-quality service. As a result, we require cancellations to be made before 8 am one business day prior to avoid late cancellation costs.
Supplies and Equipment:
No. Raleigh Cleaning Company will provide all cleaning equipment and supplies unless otherwise arranged in advance with the client prior to our arrival. Due to OSHA regulations, we are unable to use any cleaning supplies or equipment but our own without a signed liability statement.
Employees:
Yes. We wouldn’t operate any other way. It’s the law! Our employees are W-2 employees (not Independent Contractors or under-the-table helpers) and meet strict hiring and training standards. Every applicant undergoes an extensive background screening through Intellicorp and must meet all federal employment eligibility requirements.
Raleigh Cleaning Company carries general liability, bonding, an umbrella policy, and full Workers’ Compensation coverage. All cleaning technicians are carefully trained and able to communicate clearly with clients. We have a strong commitment to maintaining very clear communication. Raleigh Cleaning Company has invested time and money in the hiring, training, and development of our employees.
By using our services, you agree not to solicit for hire any staff member introduced by us. If you hire and knowingly engage in a direct working relationship with any employee of Raleigh Cleaning Company, a $5,000 referral fee will be due immediately upon employment, regardless of employment terms.
Pets:
Your pets are important to us. For their safety as well as ours, please let us know how they should be handled. RCC does not handle pet waste left behind by animals, including cat litter boxes. While we deem our services as pet-friendly, our primary task and training are focused on home cleaning. Please prepare your home for our arrival by working out a system for us to work around your pets and to provide quality service. Some technicians may leave dog treats in a plastic package for you to give to the dogs when you get home. Please let us know if you would not like them to be left due to the danger to the dog. For sanitary and safety issues, our teams are never permitted to clean flea-infested homes or pick up animal excrement. We will not clean if our team members feel they are in danger due to your dog or other animals.
Preparation for Cleaning:
We realize that getting ready for “cleaning day” can be a stressful time. It’s not our intention that you “clean” before we get to your home, but we do ask that general clutter, clothing, toys, etc., be picked up as much as possible, as this preparation allows us to focus on cleaning surfaces and not spending time tidying.
Tipping:
Tipping is not required, but is always appreciated! If you choose to leave a cash tip, please place a marked “tip” with a note. If you would like to leave a gratuity after every cleaning, you may request that a tip be added to your method of payment on file. You will have the option to add a tip on the survey after each cleaning; they are given the tip in full, and it is noted who the tips are from on their weekly pay breakdown. Please note that while appreciated, the technicians never expect tips.
Valuables and Restricted Areas:
Please put all valuables away before we come to the home. If there is an item you do not want to be cleaned, please text a picture to 919-925-2378 with the location of the item so that we can upload that photo onto your account. A sign on the door is your signal to us that you would not like an area cleaned that is typically cleaned.
Breakage and Damage:
Raleigh Cleaning Company’s staff takes great care when cleaning your home, but occasionally accidents do happen. If you notice any breakage or damage, please notify us immediately. If you have valuables or heirlooms, etc., it would be helpful if they were stored away to avoid accidents. While rare, accidental damage can occasionally occur. We instruct our team to call the office at once if anything is broken or discovered as having pre-existing damage. The staff on-site will leave you a note advising you of the mishap, and our office will attempt to reach you by phone soon after we have been made aware. If an item is damaged or broken by our staff, we reserve the option to repair or replace it. Damage to items deemed “one-of-a-kind” requires demonstrated dollar value to determine any potential settlement. We cannot be responsible for wall hangings attached with anything other than “real” picture hooks.