FREQUENTLY ASKED QUESTIONS

1) For health reasons, we will not clean up biohazardous materials, chemicals, blood, vomit, urine, feces from animals or humans. 2) We don't offer cleaning of items that we can't reach with a 2-step ladder. 3) Fragile chandeliers and mini blinds that can be easily damaged during cleaning. 4) Invaluable fragile items. 5) Tiny knick-nacks on shelves, countertops and items within china cabinets. 6) We don't remove trash, furniture and cardboard boxes during the Move In / Move Out cleaning service. Your home must be completely empty for us to do this service for you.

We are able to accept multiple different kinds of payment methods to fit your preference. Whichever method you choose, we require that you be ready with the payment by the time we finish our service at your home. You can leave cash/check for recurring cleanings on the kitchen counter of your home if you are not there to let us in. You can also pay electronically through a payment link we email you along with your invoice, in advance. If you opt to provide us with your credit card info, we can charge you after we're done with our service. We are also able to take credit card payments in person while we are at your home, on the day of the cleaning. We don't accept personal checks for one-time and first-time cleanings. We require cash, or electronic payment via a payment link that we email you along with your invoice, in advance, or you can choose to pay us via credit card at the time we are at your home on the day of the cleaning appointment.

Our pricing is completely individualized as every home is unique as the people living in there. We base our prices on many factors, including but not limited to the size of the space needed to be cleaned, the number of rooms, the number of people living there, presence of pet and pet hair, frequency and period of the time passed since the last professional cleaning, clutter and even your lifestyle. By using our "Get quote" link, you can enter the basic information of your home and get an estimated price for our Maintenance Cleaning package. The final price will be set after a personal walk-through of your home. For our Deep Cleaning, Short Term Vacation Rental and Specialty Cleaning packages, you can figure out our fixed price by entering the information of the space need to be cleaned and choosing your add-on services.

Our maintenance clean is a recurring service that is recommended after your home gets a deep clean, to keep your home fresh and reengergize your space while enhancing your life. If you've had regular professional cleaning service before and would like to switch providers, our maintenance clean package could work for you, as well. We recommend our deep cleaning service if you do not use a professional cleaning service on a regular basis and as a first step before starting our recurring service. Our deep cleaning package includes everthing from our Maintenance Cleaning and most of the items from our Add-on Services. Our deep clean package also could be an option for you if you feel that from time to time or for a specific reason you need a much deeper level of cleaning and disinfecting service than what your recurring service provides, we'll work with you to fit that into our schedule for you.

We are commited to providing you with the best results and customer service experience possible as we always put our clients first. We will work with you to customize your cleaning in order to meet all your unique needs, even if we had already set up your recurring cleaning package with specific add-ons. Please contact us at least 2 business days prior to your next appointment, if you want to change the add-on services on your recurring cleaning, so we'll have a chance to accomodate your request. We might need to re-arrange our schedule to fit your new request into our schedule or prepare with different cleaning supplies and equipment. Please note that last minute requests and requests communicated to us at the time of the appointment won't be possible to accomodate.

We understand that things happen and you may not be able to keep your scheduled clean and that's okay. Just please let us know a minimum of 2 business days in advance of your appointment and we'll do our best to shift your schedule and accomodate your request. If we receive less than 2 business days' notice or we cannot access your home, we will need to charge you half price of the cleaning.

If we can't access your house for our cleaning appointment, it will result in a conflict in our schedule which will also cause inconvenience and financial loss for us. We'll try to work with you to re-schedule that visit, but we can't guarantee that we will be able to. Unfortunately, if this happens, we will need to charge you half the price of your cleaning service for that day. Please note that we will send you a reminder a day prior to your appointment, either via text or email or both, to lessen the chance of such situation happening.

Our official working hours are from 9 am to 5 pm, on weekdays. We only schedule recurring maintenance cleanings within these hours. We are flexible when it comes to one-time and/or specialty cleanings. We will try to fit those appointments into our schedule as it allows us and occasionally we'll work after hours or on weekends and holidays. Phone calls/texts/emails will be answered as soon as possible and we encourage our customers to leave a voicemail or text message in case we are not available to pick up the phone immediately. It is probable that we are at a customer's home, cleaning. Out of respect for our customers, we don't answer phone calls/text while we are working.

We create our schedule to give us sufficient time to get to your home for our appointment and we always intend to be there on time. Since we will be driving to get to you and traffic conditions can be unpredictable, it is a possibility that we get delayed, despite our best intention to show up at the exact time of our appointment. If this happens, we make sure that you are aware of the situation and we'll keep you updated regarding the estimated time of our arrival. We will use your preferred contact method, either phone call or text message.

We have many satisfied customers and some of them are available to provide references, if requested. If you are interested in reading some of them or even talking to those customers, please let us know and kindly give us some time to arrange such requests. Most of us lead a busy life and we would like to respect those customers' private lives and schedules by not causing them much inconvenience with our requests.

For our Deep Clean, Move In / Move Out Cleaning and Short Term Vacation Rental Packages you can use our "Get a Quote" system to choose your preferred services, get the exact price for them and have the quotes emailed to yourself. If you are interested in ordering that package or have questions, you can either contact us or wait until we'll contact you - within 48 hours - to arrange the date and time, along with details on how we get into your property. We'll send you an email with the next steps towards your appointment, including options to pay in advance for that scenario when you won't be present at the time of the cleaning. Regarding our Maintenance Cleaning Service: You have the option to add the basic info to our "Get Quote" section and it will generate an estimated price for you. After you click on the button to have this estimate emailed to you, we'll be notified of your request and we'll be reaching out to you via the email address you give us and we will set up an in-person walk-through of your home. At that time, we'll go through a checklist of items and agree on the specifications of your cleaning needs and the add-on items you might choose. By the end of the walk-through, we'll have a better understanding of your home, your needs, requests and we will be able to give you an exact price for our services. Then, you'll be able to schedule your next appointment with us and we can figure out the best payment method that works for both of us.

We understand that things happen and you may not be able to keep your scheduled clean and that's okay. Just please let us know a minimum of 2 business days in advance of your appointment. If we receive less than 2 business days' notice or we cannot access your home, we will charge you half price of your cleaning.

If you haven't used a professional cleaning service on a regular bases before and now you consider either signing up for our recurring maintenance clean package or request a one-time clean, our deep cleaning service will be the perfect fit for you. Please refer to our Services section for specific items that are included in it. If you plan to sign up for our recurring maintenance service package and you're not sure if deep cleaning is necessary to start with, we can figure it out together at the walk-through. Sometimes it is more practical to schedule the first appointment as a maintenance clean and that way, we have a chance to get familiar with your home and find those areas that need more attention and a deeper clean. Then, we can either set up the deep clean package for you as the next step, or set up a deep cleaning plan with different add-ons for the following appointments, until we reach the cleanliness level that gives us both the option to continue with only the regular maintenance service. If you have questions, please don't hesitate to reach out to us via any of our contact methods that are found throughout our website; including our Contact Us section on this page. We'll be happy to answer any questions you might have.

We work hard to ensure that your home receives the most consistent clean every time we visit. During your first consultation regarding your recurring cleaning package, we work with you to determine if there are any specialized needs that fall outside of our checklist. For one-time and specialty cleanings, the detailed description of that service on our website is to be used as the checklist. If you return home and discover something essential was missed, contact us within 24 hours and we'll take care of it as part of our 100% Satisfaction Guarantee.

We treat each home we clean with the strictest care and respect. At our initial walk-through we ask you to point out any fragile and irreplacable items, so that we know that we need to be extra careful around them. If something happens to break while we're cleaning, we do our best to repair or replace the item. We are fully insured, so you can also file any necessary and appropriate claims.

If your recurring cleaning appointment falls on a major holiday, we'll reach out to you to re-schedule. Depending on the holiday, we may be able to keep our regular appointment. In any case, we'll reach out to you to see if you prefer us to come on those occasions or rather reschedule.

For all of our cleaning packages we only use professional grade, high quality products that are specifically designed to treat each area and material in every home. If you request that we only use ecologically friendly line of products that possess fewer irritating chemicals, we will be able to accomodate your request. Please note that we need to add a surcharge for using such supplies as they are higher priced items to aquire. Please refer to our "Green Products" add-on package in our Services section.

We come to your home in person to do a walk-through beforehand only for our recurring service, the maintenance cleaning requests. It is important for both you and us to set up this regular cleaning package correctly right from the beginning, to assure the best results and satisfaction for the future. Our one-time cleaning packages can be set up online by our "Get a Quote" link. After filling out the information regarding the space needed to be cleaned, along with your add-on requests, you can choose to get this estimate emailed to you. If you find this estimate fair for the services we offer in that package, you can order it online by filling out the bottom part of your quote and clicking on the "Order Service" button. You can also contact us by either forwarding your quote to us or calling/texting to our phone number and we can arrange the appointment. If we don't hear from you within 48 hours of the receipt of your email estimate, we will contact you to answer any questions you might have. We ask that you arrange payments for these one-time cleanings either in advance through the payment link we email you along with your invoice or you can provide us with the payment at the time of the service. We accept payments by credit/debit cards or cash. We only accept checks for recurring cleaning, starting with the second appointment.

Since we don't come to your house in person to do a walk-through for the one-time cleaning packages, such as the Move In / Move Out cleaning package, we need your help in determining the current level of cleanliness of your home in order to be as fair with pricing as possible. We will need more time and effort to bring a home that's in a poorer state of quality of being clean to the same level as one that has been regularly kept clean. If we don't get the accurate information regarding the state of your home, we might not be able to deliver you the expected result as we won't calculate for having to spend more time there. Please choose the "clean" option only, if your place has been kept clean regularly and doesn't require much scrubbing and special equipment for accumulated grime. If you think that your home will look sparkling clean after some moderate scrubbing here and there, but otherwise doesn't require special equipment (like steamer, grout cleaning equipment, cleaning supplies with extra strength), then feel free to choose the "moderately dirty" level. If your home is in need of special equipment, strong cleaning supplies and extra time in order to achive the expected level of cleanliness, please kindly choose "dirty" as for the current level of cleanliness. This way we can make sure that we are able to spend the time necessary to satisfy your expectations. If the inaccurate level is given to us and we realize this once we arrive to your home on the day of the service, we will contact you to see if you prefer us the do the cleaning for the price you chose in the allotted time, but skip out on some projects that would require deep cleaning and extra time, or if you prefer us to finish the project with maximum result and adjust the price.

The quote requests get emailed to you automatically, shortly after your submission. Please remember to click on the "Send Quote" and/or "Order Service" buttons. If you don't receive them within a couple of minutes, please make sure to check your Junk/Spam folder within your email account as it's possible that our emails end up there if FineTouchCleaningServices has not been added to your safe sender list yet. If you can't find them there, it's possible that there was a typo in your email address at the time of the submission. Please try again one more time and hopefully there won't be an issue there anymore. If you submit an inquiry through the "Contact US" section on our website, we'll send an answer to you as soon as possible, within 24-48 hours. If you still don't see our answer in your inbox after 48 hours, please check your Junk/Spam folder in your email.