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Fees

When the Late Cancellation fee applies?

Any cleaning appointment cancelled less than 48 hours prior to the scheduled appointment time will be subject to a $30.00 cancellation fee. Since we reserve this spot especially for you, the fee will be used to pay our cleaners that would otherwise be cleaning for another customer.

Returned Check or Credit Card Fee

A $30.00 fee will be assessed for credit/card declined payments, cancelled or returned ach payments.

When a Lock Out fee applies?

In the event that the cleaner arrives and is unable to access your home, a $50.00 fee will be assessed. A second lockout will incur $100.00 fee. In the event of a 3rd lockout, the minimum service charge will be applied.

Billing

When is my payment processed?

Payments are processed when your home cleaning service is completed. You’ll most likely see the charge within 24 hours after a deep cleaning. For subscribed services (weekly, biweekly, or monthly), payment will be processed the day of the service.

How can I get a statement of my account and payments I’ve made?

Email us at hello@uphomeclean.com and we'll reply via email.

Coupons

We rarely offer any coupons or discounts, but if you happen to a have a coupon code it will be valid only at the time of booking (not at time of payment) and must be entered in the comments section of your booking. Multiple coupons and/or promotions can not be combined.

Products, supplies and tools we use

What brands of green cleaning products do you use?

We use a variety of nontoxic, green cleaning products, including but not limited to Biokleen Multi-purpose (baths, floors) Bonami (scrubbing), Bona (hardwood floors), Essential Oils and water/vinegar (for windows).

Who provides the cleaning products, tools and supplies?

Cleaning professionals will arrive at your house with all the green cleaning products, supplies and vacuum. Customers shall provide:
* Preferred brand/size of trash bags
* Paper towels
* Furniture polish (if used)
* Bleach* (if used)

You can provide you own products, mop, vacuum and any other supplies if you prefer too. We normally clean more efficiently with our own supplies, since we're familiar with them.

*We don't like to use Bleach, in fact we avoid it as much as possible due to it's respiratory and others problems that can cause. If you wish for us to use bleach in some particular area please instruct the cleaning tech where to use or leave a comment in the booking form where to use it

Type of vacuums we use

We use HEPA* filtered equipped vacuums such as Dyson and Shark.
If you prefer to provide us your own vacuum, not a problem we can use it as well.
‍* HEPA stands for high-efficiency particulate air. A HEPA filter is a type of mechanical air filter; it works by forcing air through a fine mesh that traps harmful particles such as pollen, pet dander, dust mites, and tobacco smoke. HEPA-equipped vacuums throw less dirt and fewer microscopic dust mites back into the room as we vacuum. Allergy symptoms tend to improve compared to the use of normal vacuums.

Your Home

How will you access my home?

We have several options, but it’s up to how you prefer it. You can choose from the following options:
* Leave an authorization for a key release with the leasing office/concierge.
* Open the door for us if you plan to be there every cleaning appointment.
* Use lockbox (wall mounted or door hanging)
* Provide us with a code for your garage
* Do it the high tech way and install a Smart Lock, control it via your mobile device.
*Lastly, hide it somewhere safe.

What happens once we leave?We’ll lock the door and leave your key in the same place it was found (if applicable). If you live in an apartment or condo, please authorize us with the concierge or leasing office (remember, some need to receive your written authorization or email, and are often only open from 9am-5pm so make sure to schedule your services accordingly for us to pick up and return the key/card/fob). During the booking process, you’ll be able to tell us how we should access your home.

‍We're no longer keeping keys with us anymore. we want to switch to more convenient and safer solutions to access your home as described above.

How to calculate your home square footage

Below are couple of sites that have great explanations:
* My very own favorite Khan Academy explains it in video
* Zillow How to Measure Your Home's Square Footage

Safety & Confidentiality

Please ensure that used syringes are disposed of safely. Place used syringes in a secure container prior to final disposal. An unexpected stab by an unsecured needle can pose serious health concerns to our staff. Please also be sure that any confidential documents or illegal substances are put away or removed before the cleaning team arrives.

The Basics

Start Here --> How to decide which service to purchase for my home?

Thanks for considering Uphome for your regular house cleaning. We believe our clients should have all the information in order to make an informed decision, so read below:
‍ONE TIME VISITS:
When to decide for Deep clean or General clean?
‍This decision should be made on 2 factors. House condition and budget:
‍1. House condition: Homes with heavy build up on all surfaces requiring hand washing in almost in every area, lots of scrubbing in the baths, requires a deep clean, aka: as Spring cleaning, move in/out cleaning. You definitely need to get your deposit back or those sellers need to fall in love with the house. :)
‍2. Budget: If budget is a concern then, we recommend the General cleaning about half price which we focus on the essential areas, perfect when on a budget, but when you still need the job done professionally.
RECURRING VISITS:
When to decide for Recurring Service?
‍This decision should be made on 2 factors. Do you have the time to clean yourself and frequency.
‍1. Do you have the time? If you rather work and make additional income or have time for family while we clean, then this makes sense. Most modern families in Dallas, tend to hire house cleaning services for lack of time.
‍2. Budget: If you budget allows, most people uses our service biweekly (every other week). This is the ideal amount of service frequency for most people. It's not too often like weekly, but not to distant like the monthly.
‍WHAT'S INCLUDED ON EACH SERVICE?
‍Click this link to view the checklists of both services, so you can make a better decision.
‍WHAT'S THE PRICE ON EACH SERVICE?
‍Check our price by going to our website, pricing is determined by square footage.

Is your service guaranteed?

Absolutely!
If you are not satisfied, we will take the time to evaluate and possibly reclean within 24 hours. More importantly, we will be sure to clarify your expectations up front in order to meet them the first time around.

Other Basic Questions

* Are you insured?
Yes, we are insured. If you require proof of insurance, simply email us at hello@uphomeclean.com and we’ll gladly respond with proper documentation.

* How do I book a cleaning with Uphome ?
Simply click on the Book Now. You can also book by phone at 786-729-3470 or chat on the website.

* What happens after I book my eco friendly home cleaning?
You’ll receive a notification confirming the appointment and arrival time. Also, your account is created during the booking process.

* How do I tip my cleaner?
Yes, you can do it in person with cash or simply email us to hello@uphomeclean.com with the amount you want to tip after your cleaning appointment. Average tip is 15%-20%.

* How many people will come to clean my house?
A team of 1 Cleaning Tech is standard on all of our services. Having one person assigned usually allows us to give more attention to quality and detail.
We team up 2 or 3 Cleaning Techs when the scope of work is big enough and speed is very important to the client. This is subject to availability.
‍Advantages of 1 Cleaning Tech per house:
- You get assigned the same Cleaning Tech
- Builds a client-cleaning tech relationship
- Creates familiarity with pets
- Higher quality, less redo's and missed areas since they don't have to rush to make a lot of homes per day, which happens often in large teams.
- One Cleaning Tech usually commits to maintaining your home better than several cleaning technicians.

Reviews/References

Do you have Yelp, Google and Facebook profiles?

Yes we do. Follow the links below:
* Yelp
* Google
* Facebook

Can you provide references?

Happily! Please send us a quick email and we’ll respond with names and phone numbers.

Pricing

How do I get a custom quote or estimate for my house?

Normally the price shown on our website serves well 95% of the houses. If you have a custom/special requests that you think will affect the pricing, please visit out Get a Quote page or call 786-729-370 to discuss.

Recurring services rates

Our subscription or recurring/regular appointments are charged based on a flat fee, based on the square footage we're cleaning, not on the time we spend there.
View current pricing by going to our website.
Tip: To save money when you have a large house and don't use it all the floors, clients can hire us to clean just downstairs or the most used area of their home.

Capping your Deep Cleaning or Move In/Out service

If you set a cap time on your cleaning, our team will stop working at the time requested even if the job is NOT completed to cover the included tasks.
In these cases, we will NOT be able to honor the 100% Satisfaction Guarantee or reclean your home free of charge, since we were limited due to the time constraint you established. By capping your Deep Cleaning time you're voiding our cleaning guarantee.
We recommend you don't set a cap time to guarantee a better result and match our tasks included instead.

Scheduling

How schedule changes are handled?

All schedule changes are handled directly with the company and not through your cleaning team, who will not have full access to the Uphome scheduling systems. If you would like to request a schedule change, contact hello@uphomeclean.com or call 786-729-3470.

What is the appointment window arrival time for the cleaner?

We reserve the right to arrive for scheduled appointments within 1-2 hours of the scheduled time provided in the confirmation. For example, if your cleaning is scheduled between 11am-12pm, your cleaning team will arrive within 11am to 1pm. This allows us to create routes according to home locations and also to deal with delays on the road.

Canceling your service

Send an email 48 hrs before you service to hello@uphomeclean.com mentioning you want to cancel your subscription to avoid a late cancelation fee.

Our Services

What are the benefits of being subscribed to recurring service?

You will always the same cleaner(s) guaranteed. Pre-scheduled appointments and priority support via phone and chat. Well and, of course, a clean home all the time and a happy wife.
‍What is a recurring service?
‍Weekly, Biweekly or Monthly visits are considered our recurring services.

What are the Add-Ons you offer?

Add-ons are additional areas that need to be cleaned by request of the client, but not included unless client selects them at the time of booking such:
* Complete Fridge/freezer inside (this means getting the food out and clean completely on the inside)
* Kitchen inside oven
* Inside windows
* Outside/Inside Doors
* Closets/Cabinets/Drawers inside
Add-ons can be scheduled if you select the checkboxes during the booking process.

Scope of Service

Please note that we will do what we can within the time set for the cleaning, following our cleaning checklist and priorities if you have added any. There's no guarantee that we will be able to clean your entire home within the time allocated, as this would depend on the dirt condition of your home at the time of service. We'll reach out and advise if additional time will be needed. The additional cost will be based on the agreed service's hourly rate.
You can view our services' cleaning checklist here.

‍What is not covered with the cleaning?
‍✗ Putting away multiple loads of dishes (we offer an add-on exclusively for dishes; check with our customer service team)
✗ Cleaning bio-hazards (mold, blood, bodily fluids)
✗ Animal Waste (handle feces/urine/vomit/bodily fluids from a pet or a human; we don't clean up for your pets)
✗ Clean infested properties (e.g., bed bugs, cockroaches, rodents, etc.)
✗ Clean a house with excessive clutter which may pose a danger to our staff (e.g., hoarding, high levels of trash/debris)
✗ Clean exterior windows
✗ HVAC system and vent detailing
✗ Heavy scrubbing of walls/doors (might discolor or peel paint)
✗ Inside curio or china cabinets with delicate decor
✗ Move or lift anything over 25 lbs. (we cannot move furniture, but we will try to reach any visible places by hand or with an extension duster)
✗ Hard-to-reach areas (more than 10ft high), including tall windows, chandeliers, or high light fixtures (we do not climb higher than a 2-step ladder. Higher items will only be dusted with an extension duster. Most homes have at least one chandelier or vaulted ceiling fan that we cannot reach by hand.)
✗ Excessive build-up on blinds or brittle blinds. We cannot guarantee the results of mini-blind cleaning.

Still Have Questions?

hello@uphomeclean.com

786-729-3470

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