Cleaning questions, answered plainly

Our cleaners are highly trained professionals who work quickly and effectively, and you may be surprised by how much gets done in a few hours. Most average-sized homes take 4 to 6 hours. Cleaning is a process, though. Don't expect every ounce of dirt to be gone in a few hours or a spot never to be missed. We aren't perfect, but we are approachable. Tell us what we missed and we will be sure to get it next time.

We usually send at least 2 cleaners, and sometimes crews of 3 or even 4. The more people in a crew, the faster the work goes. Our hourly rate is calculated per person, per hour, which is a labor hour (some people call it a man-hour). If two cleaners work for two hours, you are charged for four labor hours, plus our small service fee.

We are happy to wipe down window ledges and spot-clean the insides of easily accessible windows, but because of liability we do not climb ladders or clean tilt windows. We also do not wipe down TV screens, for the same reason. The insides of ovens or refrigerators can be added on request, though we generally don't do them on a regular clean. If you want the oven done, run its self-clean (if it has one) before we arrive. Tell us the best way to meet your cleaning needs.

Most houses have some clutter, and we wouldn't want that to be a reason to skip a clean. Perfect should never be the enemy of good. But the more clutter we work around, the less of your house gets cleaned and the more time goes to sorting. The more you clear, the better your house looks when we finish.

Yes. Our company is licensed and insured, our people are bonded, and we train them to be careful with every item in a home. We still cannot prevent every accident. To avoid accidents, suspicion or unwanted handling, it is always best to put valuables and easy-to-break sentimental items away before any outside contractor comes in.

Yes, and it is optional. We do the basics in every home: dusting, vacuuming, mopping, and cleaning kitchens and bathrooms. If we missed something last time, or you want a focus for the coming clean, leave the crew a note. Notes help most when we are new to your home.

If you plan to be gone, please make sure the crew can get in. Few things are more frustrating than a crew driving over, parking and unloading equipment, then finding they can't get inside. It is a huge and expensive time waster.

Leave open any closet you want vacuumed or mopped inside. We value your privacy and will not open a closed door unless asked.

It is generally best to keep pets, especially dogs that could bite, in a locked room or a crate so your cleaners can work safely and effectively. This is an individual call you can talk through with Green House management and your cleaner.

If you are home and want to pay by check or cash, your crew leader can give you a total at the end of the clean. Otherwise we send an invoice by text or email. If you pay by credit card, the extra 3% at the bottom of the invoice applies. If you mail a check, you can leave off the 3%.

Tips are never required, but they are always appreciated. You can add a tip to the invoice payment (write a note at the bottom left of a check so we know how to allocate it) or hand it to your crew. Some customers tip, others don't, and some do occasionally. Whatever you choose, you get the same service and consideration.

Reach out and tell us. Our crews are friendly and eager to please, but they aren't perfect and will occasionally miss things. We would rather know and fix it on the next clean than see you dissatisfied or lose you as a customer. Constructive feedback helps us all get better.

Things come up, and we understand. Never hesitate to cancel if there is contagious sickness in the house. Otherwise, please keep cancellations to a minimum and give us as much notice as you can. Cleaning may be a luxury to our clients, but it is our livelihood. When a visit is cancelled and we can't find the crew another clean, they don't work and we can't pay them for that time.