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House Cleaning FAQs
Basic Credentials
How long have you been in business?
The Mission Maids launched on November 1, 2022.
Are you bonded and insured?
The Mission Maids is both bonded and insured.
Do you have references, testimonials, ratings & reviews?
Yes, we have ratings and reviews on Google, Angi, and near the bottom of our homepage.
References are available upon request.
What type of training do you have?
We are trained through Savvy Cleaner. You may verify our trainings by contacting them at this link:
Are you members of the community?
Yes, The Mission Maids is happy to belong to the communities of the Better Business Bureau and NextDoor. We are also give back via the One Tree Planted campaign.
CLEANING PROFESSIONALS
What is your screening process for cleaners you hire?
We select professional cleaning technicians with residential experience. We then run national background checks. Technicians also must maintain our high standard of quality in performance to remain with The Mission Maids.
Are you bonded and insured?
Yes. All of our Cleaning Technicians are insured.
Will the same person be coming every time to clean my house?
Yes, that’s our standard policy — we schedule the same cleaner for your home on a regular basis.
The only exceptions are when your regular cleaner is sick, on approved time off, or has an emergency.
What happens if you send someone I don’t like or that makes me feel uncomfortable?
Let us know! Just contact us and we will send another Cleaning Technician to your home.
What happens if you or someone who works for you breaks something while you are cleaning at my house?
This seldomly occurs but accidents do happen. Please contact our office immediately to work with our insurance to get the object of value replaced.
Do you or any of your cleaners bring their kids with them when they come to clean my house?
Our policy strictly prohibits any of our Cleaning Technicians to bring kids or anyone else who is not authorized to work with The Mission Maids to clean your home.
Please let us know immediately if this happens.
HOUSEHOLD POLICIES
Is it okay if my pets hang out in the same room while you clean?
While we love our furry friends, we request that you secure them in a separate area or in a cage especially for any aggressive animals.
We like our Cleaning Technicians to be able to give your home the unimpeded focus and full attention it deserves … so your furry family members can enjoy later!
Can my kids hang out in the same room while you clean?
We will not clean any room that is occupied. The only exceptions to this is prior arrangements, which is normally if someone is immobile or elderly.
I work from home will it bother you if I’m here working while you clean?
Absolutely not! The Mission Maids™ has many customers that work from home while we clean their home.
If I’m working from home are you going to chat the whole time or will you let me get my work done?
We like to get to work. While The Mission Maids™ don’t mind taking 60 seconds at the beginning of our visit to chat, we like to get to work immediately. We ask that you please keep interactions down to less than 60 seconds so we can get busy doing our best work for you!
Time is precious!
Do I give you a key or an alarm code or do I need to be here to let you in?
If you are not going to be home, please let us know of the key location or alarm code beforehand.
What is your confidentiality policy? Are you going to tell my neighbors about my messy house?
Absolutely not! The Mission Maids™ takes personality security and information strictly confidential.
Absolutely. The Mission Maids takes privacy very seriously.
Absolutely not! The Mission Maids™ takes personality security and information strictly confidential.
CHEMICALS
What types of cleaning chemicals do you use?
Eco-friendly cleaning supplies are our first choice. The only exceptions would be situations where heavier duty solutions are required. Normally, these would be in more heavily soiled bathrooms and during Moving Cleans.
Do you use earth friendly environmentally free products?
Absolutely! That’s part of our mission!
Do you use multi-level cleaning products?
No, we do not.
Can you use my products?
Sure. Just let us know beforehand if you have this preference so we can make note.
Do you use the same products every time or are they different from clean to clean?
We prefer using the same products with each clean.
Have you been trained in chemical safety?
Yes, we have been trained through Savvy Cleaner Training on the proper use of Chemical Safety as well as Personal Protective Equipment (PPE).
If a store or supplier is out of your normal cleaning supplies what do you do?
We use comparable products.
I have a special (desk, sofa, china hutch, etc.) Can you use my special chemical on it?
Yes we can. Just make sure we know beforehand so we can properly instruct our Cleaning Technicians.
Do you use the same or different chemicals on a maintenance clean as you do a deep clean?
We typically use a different set of tools and supplies on a Deep Clean.
PRICING
How can I get a quote for cleaning my home?
Eco-friendly cleaning supplies are our first choice. The only exceptions would be situations where heavier duty solutions are required. Normally, these would be in more heavily soiled bathrooms and during Moving Cleans.
Free parking is NOT available in my complex. Is this added to the cost of my cleaning?
Absolutely! That’s part of our mission!
Is a tip already included in the cost of my cleaning?
No, we do not.
Am I expected to tip my cleaning crew?
Sure. Just let us know beforehand if you have this preference so we can make note.
I would like to tip my cleaning crew. What amount is customary?
We prefer using the same products with each clean.
Do you offer discounts for regular cleanings?
Yes, we have been trained through Savvy Cleaner Training on the proper use of Chemical Safety as well as Personal Protective Equipment (PPE).
How does the Mission Maids Lowest Price Guarantee Policy work?
We use comparable products.
PAYMENT
What if I need to reschedule?
No problem! You can reschedule via text or email. Make sure to reschedule by 8 am the day before your cleaning, to avoid a last-minute rescheduling fee which goes to your maid to help offset lost income.
Are you running any specials right now?
Yes. We offer discounts for the following recurring services:
Maintenance Cleanings of Monthly, Bi-Weekly, Weekly, and Twice per Week.
Do you offer discounts for seniors, veterans, those with disabilities?
Yes. We offer a 5% discount for Seniors, Veterans, Teachers, and those with Disabilities.
Do you pay a living wage?
Yes. Our wages are near the top of our Industry and our Hourly Wages are well within the Living Wage range.
If I refer my friends can I have a discount on my cleaning?
Yes, we offer discounts for your referrals. Please contact support.
Am I supposed to tip you for cleaning each time or just at the holidays?
Tips are never required but always appreciated. 100% of tips go to your Cleaning Technician. You may tip cash in person or using the payment method on file.
Do you charge extra if my scheduled cleaning falls on a holiday?
No, we do not.
Do you charge a lockout fee if you can’t get in when you arrive to clean?
If we can’t access due to a lockout, we’ll have to charge the full cleaning fee. We can’t wait for longer than 20 minutes for a client to arrive, after which it’s considered a lockout. If we can return later the same day, a $50 trip charge will be added for the waiting time and extra trip.
Do you charge a cancellation fee if I have an emergency and have to cancel my cleaning?
All appointments should be cancelled or rescheduled 48 hours prior to your appointment in order to avoid a rescheduling/cancellation fee. If you cancel after 8 am EST the day before your cleaning, the cancellation / rescheduling fee is $95. If you cancel or reschedule after 4 pm EST, the cancellation/rescheduling fee becomes an amount equal to the full price of the booking.
Do you accept credit cards?
We are a “Credit Card Only” company. We only take credit cards as methods of payment.
If I forget to leave you a check do you still do the cleaning or do you leave?
We do not accept checks. We are a “Credit Card Only” company.
What happens if I’m not satisfied with the work you do?
While we do not provide refunds, we will do everything in our power to provide you with the best cleaning experience possible. So if for any reason you are unhappy, just call or send us an e-mail within 48 hours of your service and we’ll send someone out to make things right. That’s our promise to you!
If I bounce a check my bank will charge me a fee – do you charge one as well?
We do not accept checks. We are a “Credit Card Only” company.
WORKING DAYS/HOURS POLICIES
Do you work holidays?
Yes, we work holidays but this is subject to availability.
Do you come to clean if my scheduled cleaning falls on a holiday?
This depends on the Cleaning Technician assigned to you.
What are your working hours?
Working hours are from 8 am to 6 pm EST.
How late can I call or text you if I have questions about my cleaning?
We are available for calls and texts during normal business hours of 8 am EST to 6 pm EST seven (7) days per week.
Do you work weekends?
Yes but we don’t always have availability.
Do you set times to come back and clean so I know when you’re coming or is it a random cleaning slot?
We work according to set times. Mission Maids is a company of structure.
BILLING
When scheduling an appointment online, when will my credit card be charged?
Your card will only be charged when your cleaning crew arrives and conducts a brief walkthrough of your home. This walkthrough helps ensure that the size and condition of your home matches the information submitted in your online order. Once your card is charged, a receipt will be sent to you via email for your records. Note that in order to verify the validity of your form of payment, a temporary hold in the amount of the cleaning, will be placed on the card 24 hours before your appointment. This hold is NOT a charge and usually falls off within 48 hours.
What form of payment do you accept?
We are a credit card only company. As such we only accept Visa, MasterCard, American Express, and Discover cards.
What is your refund policy?
While we do not provide refunds, we will do everything in our power to provide you with the best cleaning experience possible. So if for any reason you are unhappy, just call or send us an e-mail within 48 hours of your service and we’ll send someone out to make things right. That’s our promise to you!
Do you take cash?
Unfortunately we do not accept any cash or check payments. We do however accept online payment via credit and debit card.
CLEANING PRODUCTS USED
Do I need to provide any of the needed equipment or supplies?
We provide everything except toilet brushes. Please provide a toilet brush in every bathroom.
In order to better serve you through sanitary measures and to prevent cross-contamination, we do not toilet brushes from home to home.
While we bring a vacuum, most of our customers prefer us to use their vacuum due to prevention of cross-contamination between homes.
Using your vacuum cleaner greatly reduces germs, fleas, fibers, allergens, roaches, roach or other bug eggs being carried to another person’s home. All it takes is 1 roach egg to infest another client’s home, regardless of how well a company cleans their vacuums.
What type of cleaning products do you use?
We use a combination of green and traditional cleaning products. For customers who prefer green products to be used exclusively or have chemical sensitivities, that’s not a problem! Just let us know and we can accommodate your needs.
How do you clean hardwood floors?
We clean hardwood floors with a PH-neutral cleaner and a mop after it’s been swept, dry mopped or vaccuumed.
SERVICE RELATED QUESTIONS
Do I need to do anything before my Mission Maid arrives?
Yes, please – to make our services more efficient, we ask that you pick up clothing, toys, and other household items before the cleaning.
How many maids can I expect to perform the cleaning?
We work solo or in a team of two (2). There is just no better way to provide you with a more personalized, higher level of service. Think about it. Our technicians clean 2, maybe 3 homes a day. They get to know you and your home. If we sent in larger teams, they would have to clean upwards of 5, 6, 7 or even 8 homes a day. That is 40 homes a week — that’s crazy. Sure, our cleanings may take a little longer but we feel strongly in the benefits of a more personal service.
Sometimes we will work in a team of two (2). There will be times that either when we’re doing a Deep Clean simultaneously with a Maintenance Clean or there will be times someone will be shadowing someone else but we will never leave you in a lurch.
As your cleaning consultant, Mission Maids will never leave you in a lurch. So in the event there is a family emergency, we will always have somebody on backup that’s been trained on your home, that knows your
family, pets, and that you are going to feel comfortable with when they show up at your house.
So there may be two (2) people or there may be one (1) but either way
you look at it, we’re going to have your house covered.
Do I need to be home during the cleaning?
No. You are not required to be home at any point during your cleaning. That being said, if this is your first appointment, it’s usually a good idea to be present when the cleaning crew arrives so that you can provide them with a walk-through of your home. Once your cleaning is complete, it’s also a good idea to walk through the home again in order to ensure that everything is to your satisfaction.
Can my maids move / lift any furniture?
Unfortunately, due to insurance restrictions, all of our cleaners are NOT allowed to move or lift any furniture.
Will my cleaning team be able to reach really high windows and cobwebs that may require a ladder?
No. Unfortunately, due to insurance restrictions, all of our cleaners are NOT allowed to stand on any ladders, stepping stools, or furniture. That being said, they do carry dusting poles which will enable them to reach an additional 3 – 5 feet .
Do you offer carpet cleaning or window cleaning?
Unfortunately, we only offer house cleaning services and no niche type services such as carpet cleaning and window cleaning.
Is there a list of services you do NOT clean?
Currently, we do not book cleanings for:
- dormitories, fraternity/sorority homes
- post-party clean ups, or medical-grade sanitation services for homes, daycares, or doctor/dentist/veterinarian offices.
- Windows. Windows need to be cleaned by a professional window cleaning company
- Skylights. Skylights need to be cleaned by a professional window cleaning company.
- chandeliers and other delicate items
- wet wiping of light bulbs
- bio-hazardous materials (heavy mold, human and animal waste/bodily fluids)
- junk removal
- hoarding
- heavy scrubbing of walls
- steaming/shampooing carpets
- hard to reach areas higher than a two-step ladder
- putting away dishes
- washing exterior surfaces (windows, patios, garages, etc.)
- If you have any questions about these areas, please feel free to reach out and we’d be happy to provide you with more information!
What is a Deep Clean?
A Deep Clean is recommended every three (3) months and covers areas that most customers only want cleaned every few months.
The following areas are cleaned in a Deep Clean and not a Maintenance Clean:
- Baseboards
- 6-panel doors
- Cobwebs high and low
- Ceiling fans
- Recessed Lights and Light switches
- Furniture Deep Clean (Hand-Wipe Furniture)
- Kitchen Deep Clean (Backsplashes, Degreasing Range Hood, Gas Stove Grates / Drip Pans, Top of Hanging Lamps, Hand-Wipe everything on Top Shelf, Exterior Cabinets)
- Exterior Bathroom Cabinets
- Blinds and Window Sills
- Wiping glass and frames of pictures and wall art
GENERAL COMPANY QUESTIONS
Can I connect with you on social media?
Sure! Please visit our Social Media presences below:
Follow Us on Facebook
Follow Us on Instagram
Follow Us on Twitter
SPECIAL PROJECTS
Do you set up for parties or clean up after parties?
No, The Mission Maids™ is not a party planning company.
Do you do dishes?
Yes, Mission Maids can wash dishes or load your dishwasher.
Do you empty the dishwasher?
Yes, upon request.
Do you defrost freezers?
No, defrosting freezers are something you will have to do.
Do you clean out ovens?
Yes, cleaning inside your oven is an add-on.
Do you do laundry?
Yes, Mission Maids will fold your laundry provided the clothes are already in your dryer.
Do you rotate chores like cleaning out the oven and fridge?
Yes, upon request.
Do you do pet sitting on the side?
No, Mission Maids is not a pet sitting company.
Can you keep your eye on my house while we are out of town?
No, Mission Maids does not currently offer this service.
Do you water plants?
Yes, Mission Maids can water your plants upon special request.
Do you help with the lifting of boxes in a move?
No, Mission Maids is not a moving company.
Do you offer move-in, move-out cleaning?
Yes, Mission Maids has done many Move-In and Move-Out Cleanings.
Do you clean carpets?
No, The Mission Maids is not a professional carpet cleaning company.
Do you clean out the hot tub?
No, The Mission Maids does not clean hot tubs.
Do you clean windows?
No, Mission Maids is not a professional window cleaning company.
Do you only clean homes or can you also clean my office down the street?
Yes, Mission Maids cleans commercial spaces as well!
Do you detail cars?
No, Mission Maids does not clean or detail cars.