Frequently Asked Client Questions

Regular service is scheduled weekly or every 2 weeks. Your home will already have been deep cleaned. There is a flat rate price (not hourly) for regular services.

Typically one technician is scheduled to your home in the AM or the PM (a tech cleans two homes a day).

Your home will have its own Work Order and your technician (cleaning tech) will know what to do and where to do it. No need to babysit!

Regular cleaning includes (customization can be done as needed)

If you are switching services, welcome! We know you will be making a positive change! The first visit to your home may still need a Deep Clean, depending on the quality of your former service. Maybe you only need baseboards hand-wiped and you have zero build-up elsewhere. If your home is not in need of a deep clean, our 2X Shine initial clean may be perfect for you. It’s twice the time of your regular clean to get to know your home and work on detail.

Please kennel or secure your dogs on your cleaning day, and make sure we know if you have any cats that like to escape! If your pet is 100% friendly when you are gone, let us know and we will be happy to love on it!

We take any major credit card. Our convenient Client Portal makes it easy for you to check invoices, balances and change your payment information anytime.

Not at all. Most clients provide a safe and changeable garage or door code. As long as you have arranged access for us, you do not have to be home. Our technicians are used to cleaning in all kinds of settings. Clients may be working from home, gone for the day, or come in and out.

We use Low-Scent, Low-Residue, pH-neutral products primarily in our regular cleanings. The bathroom cleaner has a slightly lower pH (or acidic), so be sure to tell us if you have marble and we will use something safe. If we do a Deep Clean, we do bring in stronger cleaners, so please talk to our office if you have allergies or concerns.

We strive to match your solo cleaning tech to your home and use the same tech each time. However, we cannot guarantee that. Our staff may be part-time, have life or schedule changes, have sick children, or take vacations. They may even move on to higher education or different jobs. We encourage them to grow and learn. When that happens, we are able to send another tech so you will not have an interruption of service. Homes all have individual work orders and we have standardized processes and training, so you do not have to worry if a change is necessary. And if you request a tech change? No problem, we can do that too.

Tipping is something you are not required to do, ever. If you would like to leave a tip, it is greatly appreciated. If you leave a tip for your tech in person, please label it as such. The techs won’t take money clearly not for them. You will also receive an email to rate your tech’s performance and there is a spot there to add a tip as well.

We WILL ask you for feedback: Your response tells us how you feel about our service, and helps us correct any concerns right away. Also, our technicians get a pay bonus based on their overall client happiness ratings, so your response matters to them a lot! In the end, your kind words and your honest feedback mean the most to our techs. They work hard and to receive “Great Job” when warranted, is priceless.

If for any reason you are not happy with the cleaning, call or email us and we will be back the next day to make that correction or talk about any of your concerns. We are not happy unless you are happy!

We reserve your cleaning spot for your home only and will not book another home in your spot! Ongoing cleaning appointments: We will assess a 50% charge if you skip/cancel with less than 24 “business hours” notice. Timely notice will allow us some time to schedule a different home for staff to clean in your reserved time slot. If you or your family are sick, we will re-schedule you for our next available opening, to keep your home on a consistent schedule.

Skipping a regular cycle of cleaning will result in a clean recovery adjustment to add time for extra build-up at your next cleaning since the job was quoted based on a lesser time frame between cleanings. Recovery adjustments are as follows based on service level:
Every 1 week clients – $30
Every 2 week clients – $40
Every 4 week clients – $60

We require a minimum of 24-hour notice during the week, or Friday morning notice for a Monday cleaning. Not giving notice or turning away a technician that day will result in a 50% charge, because we have to pay that technician, and will not have had time to offer your spot to anyone else.

For all one time clean services, a non-refundable deposit equal to fifty percent (50%) of the service estimate is due at the time of booking in order to reserve the scheduled appointment. One time cleans including deep clean services require a significant allocation of time and personnel. If the Client provides at least three (3) full business days’ notice to reschedule, the deposit will be applied to the new appointment date as a one-time courtesy. Changes made within three (3) full business days of the scheduled service will result in forfeiture of the deposit. All cancellations result in forfeiture. This policy ensures the service team is reserved and prepared, supports the maintenance of a full schedule, sustains consistent work for our staff, and contributes to the satisfaction of our clients.

We have two arrival options. The FIRST house of the day is an 8:30 start time, and our SECOND house has a late morning or afternoon start without a guaranteed start time. This scheduling is essential to ensure our techs have the time they need in the homes they are cleaning. When they are done with the first home, which may be larger or smaller or have more or less build-up, they take a break and go to the second home. We can’t ask them to wait because they want to spend their time cleaning and being paid! They may also have a THIRD home to help out on if it’s a busy day!

For the first Deep Clean visit we will normally send 2-4 techs. Ongoing regular cleaning is normally done solo, or with one tech per job. We have FIRST HOME & SECOND HOME of the day jobs. You will not have a large team rushing in and out in order to finish 4-6 homes a day. You will have ONE accountable person in most cases in your home.

phClean is locally owned and operated. We do not operate as a franchise, which means every standard, hire, training decision, and service expectation is set by our own team.

Our cleaning model is built around trusted, recurring every-two-week client relationships. We do not primarily chase one-time jobs, and for standard recurring cleanings, we do not typically send teams of two. Solo technicians are our default so clients can build consistency and trust with the person caring for their home. Teams are typically reserved for deep cleans only.

There are also some services that fall outside of our scope. We do not provide post-construction cleaning, heavy commercial cleaning, carpet shampooing, floor refinishing, exterior services, exterior window cleaning, biohazard or trauma cleanup, hoarding situation cleanup, pest infestation cleaning or weather-damage cleanup.

We also do not continue service with clients who are verbally abusive, disrespectful, or create unsafe situations for our staff. Our team deserves to feel safe and respected in every home.

Finally, we do not promise to be the lowest-priced cleaning company. We compete on trust, consistency, award-winning service, and 20 years of community reputation.