Frequently Asked Questions
We are committed to your complete satisfaction! We strive to offer the most consistent, reliable, and affordable house cleaning services to your neighborhood. That being said, we prepared some answers to our most frequently asked questions for your convenience.
We hope it will help you answer your questions or concerns. In case you don’t see the answer to your question, feel free to contact us.
Why should I trust Twinkle?
With over 13 years of experience, our high standards created long-lasting relationships with families just like yours. Also, we are fully bonded, licensed, and insured. Our liability insurance coverage ensures protection against property damage caused by our technicians. This offers you peace of mind while we provide our cleaning services.
Who do you hire to clean my home?
We take pride in our team, which consists of individuals we know and trust, including family members, friends, and friends of friends. Each team member undergoes a thorough background check to ensure your safety and security during our services.
What do you not clean?
While we strive to provide comprehensive cleaning services, there are certain tasks we don’t perform. These include wall washing, window washing, pet feces and urine, bio-hazardous cleaning, cluttered areas, and more.
Do you bring cleaning equipment?
We provide all the necessary cleaning supplies and equipment to our cleaning technicians.
If you have any preferences regarding what cleaning products we use, please let us know and we’ll do everything we can to work with your requests.
What if I need to reschedule a service?
We understand that plans can change. To cancel or reschedule a cleaning appointment, we kindly ask for a 48-hour notice. This allows us to adjust our schedule accordingly. Without a 48-hour notice, a cancellation fee of 25% of the cleaning rate will apply. For cancellations made on the same day of service, regardless of the reason, a fee of 50% of the service rate will be charged. However, if you reschedule a cleaning instead of canceling, all extra fees are waived. We strive to provide flexibility while ensuring the best service for all our valued customers.
Do you always send the same housecleaners?
We believe that it’s very important to always send the same team to clean your home and we do everything in our control to make this possible.
If a member of your team is absent, we’ll do our best to find the most suitable replacement.
What should I do before you arrive?
We recommend taking a few minutes to “pick up” before our scheduled service, ensuring easy access to the areas to be cleaned. It’s also ideal to put dishes away and clear kitchen sinks for thorough cleaning. Our focus is on cleaning, not routine housekeeping.
What time does your team arrive?
We serve homes between 8AM and 5PM. While we provide estimated arrival times, unforeseen circumstances may cause variations. If cleaning technicians are expected to be over 30 minutes late, we’ll call you to keep you informed.
What if I am not happy with your cleaning?
During your first consultation, we’ll create a customized cleaning plan that’s designed to accommodate all of your specific requests.
However, we do recognize that perfection is not always possible, which is why we back all of our work with a satisfaction guarantee.
We’re happy to correct our mistakes at no additional cost to you when you call us within 24 hours of your most recent service.
Where can I leave a review of your service?
Your reviews mean a lot to us! We highly value reviews on our Google page, which is one of our most important platforms for feedback. Additionally, feel free to share your experience on our social media pages, such as Facebook and Instagram. Your valuable feedback helps us enhance our services and maintain the quality you deserve.
What methods of payment do you accept?
We offer various convenient methods of payment to suit your preferences. You can pay by check, cash, credit card, Venmo, or Zelle. For credit card payments, please call our office to have your card details securely stored in our system.
Can I tip your housecleaners?
While tips aren’t expected, we’re allowed to accept them. Some of our clients prefer to tip a little at the end of each service while others provide a large tip at the end of the year.
Are you okay with pets being in the home during a cleaning service?
Yes, we’re proud to be a pet-friendly company.
If your pet is aggressive in any way, we recommend that you leave him or her outside or in a gated area to ensure the safety of our professional house cleaners.
If you don’t plan on being home when we arrive, please let us know how to appropriately handle cleaning around your pet.
No additional questions?
Learned everything you need to know about our business? Let’s connect and talk about your cleaning needs. Check out our Service or Request a Quote and let us take care of your lovely home.