Frequently Asked Questions
Will you send the same people to clean each time?
Yes, we will. This allows you to develop a good working relationship with them.
Do you bring the cleaning supplies and equipment?
Yes, your cleaning professionals will arrive with their own cleaning supplies and cleaning equipment. However, if you have a special cleaning product that you prefer, please let us know in advance. We will be happy to clean with your product and we will make a note in your chart so that we don’t forget.
Are you licensed, bonded and insured?
Yes, all of our cleaning professionals are licensed and insured. The company carries a $2,000,000 liability insurance policy and a $100,000 janitorial bond. At your request, we will gladly provide you with a certificate of insurance and a copy of our bond certificate.
Do I need to be home?
That is up to you. The majority of our customers are not home when we clean their homes. However, if you would prefer to be home, we can schedule a time that best fits your schedule.
How is payment handled?
Residential Cleaning: Payment is due at the time of service. You can pay by check, cash or credit card. Checks are payable to Custom Cleaning of the Treasure Coast. Your cleaning team will leave an invoice marked paid on your kitchen countertop for your records. To pay by credit card (Visa, Discover, MasterCard and American Express), please call Lidia at the office at 772-220-7915. She will process the credit card payment for you securely directly into the system.
Commercial Cleaning: We will email invoices for commercial cleaning accounts from the office on a monthly basis. Invoices will be sent out around the 1st of each month for the month in progress. The invoice is considered due and payable by the end of the month. Your prompt payment is greatly appreciated. Please note, commercial cleaning is taxable by the State of Florida. If your business is tax-exempt, please send us a copy of your tax exempt certificate.
Do you require contracts?
No, we sure don’t. We enjoy earning your business each time we clean; we pride ourselves on having built the company doing just that.
I’ve never had a cleaning service. How do I get started?
Call our office at 772-220-7915 and set up a free estimate. We will come to your home or business to discuss your cleaning needs. Then we will write up a customized cleaning plan that will fit your budget and expectations.
Do you clean windows?
Window cleaning is an often overlooked but a very important part of keeping a house or office clean. We enjoy cleaning windows and try to encourage our clients to have their windows cleaned on a regular basis. It really does make such a difference!
What time will you arrive?
As a courtesy, we do give reminder calls the day before each scheduled cleaning. This call will give you an estimated time of when your cleaning professionals should be arriving at your home. Occasionally, we may be delayed due to other customers or traffic. We will call you to advise you of a delay. Cancellations require 48-hour notice to avoid incurring a cleaning fee charge.
What should I do if I have special requests?
Do you have gift certificates?
Certainly, housecleaning makes a wonderful gift. We have gift certificates available for any amount. There is no expiration date.
What is your cancellation policy?
Please keep in mind that when you have a cleaning appointment scheduled, we have that time slot specifically reserved for you. If you need to cancel, we politely ask for as much advance notice as possible so that we have time to fill the spot.
At the very least, we request at least 48 business hours notice if you need to change or cancel a scheduled cleaning appointment.
Less than 48 business hours notice: there will be a cancellation fee of $75.00
Less than 24 business hours notice: you will be billed the full cost of the scheduled cleaning