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What if I accidentally leave the door locked and my cleaning team comes?
Oops! Please be aware that this means the team will be driving back and forth around town and dealing with an empty window of 2-3 working hours. A $50.00 fee will be applied unfortunately.
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.
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.
Returned Check or Credit Card Fee
A $30.00 fee will be assessed for credit/card declined payments, cancelled or returned ach payments.
Returned Check or Credit Card Fee
A $30.00 fee will be assessed for credit/card declined payments, cancelled or returned ach payments.
Billing
Are Your Prices Higher Than Other Companies?
No, our prices are very competitive & lower than franchise cleaning companies, our service has better quality & higher standards.
Be aware of many “cleaning companies” who clean homes illegally because they have not taken the steps necessary to become a legitimate business, they don’t carry any insurance to protect the homeowner’s possessions & their own employees in case of injury; many also pay them under the table, because of this, they can offer lower prices, the problem here is that clients have no recourse for compensation from these companies if their belongings are broken or stolen or if the maids damage you granite counter-top or your hardwood floor.
What form of payment you take?
We take credit/debit cards (Visa, Mastercard, Discover and Amex) and electronic check (ACH). We don't take cash, checks, Paypal unfortunately.
How do I update my credit/debit card?
Please call or text us
We will then update your account and will be using that new form of payment to charge the for our service.
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?
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Client hub is a self-serve, online experience that allows you to approve quotes, check appointment details, pay invoices, print receipts, or request more work—all in one place.
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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:
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Leave an authorization for a key release with the leasing office/concierge.
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Open the door for us if you plan to be there every cleaning appointment.
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Use lockbox (wall mounted or door hanging)
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Provide us with a code for your garage (if you don't have one, check this solution for less than $30)
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Do it the high tech way and install a Smart Lock, control it via your mobile device. Here are some good brands: August, Kwikset, Yale, CandyHouse.
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Lastly, hide it somewhere safe. Here are some ideas.
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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.
By the end of last year, our teams accidentally had misplaced several keys. Some while working, others had the unfortunate event of mixing them up after wrapping up their work day. This caused lots of wasted time, door rekeying, plus the pretty uncomfortable conversation with clients when informing them about the event—"We lost your keys" never sounds good :(. In light of prevention, we want to switch to more convenient and safer solutions to access your home as described above.
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How to calculate your home square footage
Below are couple of sites that have great explanations:
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My very own favorite Khan Academy explains it in video
How do we handle clutter?
In order for us to perform our job properly, your home should be uncluttered when we arrive. This means clothes, toys and general items should be out of the way and off of the floors. If you are unable to remove clutter beforehand, please let us know so we can add additional time (this normally adds extra cost to the cleaning) to do some picking up prior to cleaning.
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.
Pricing
Skipping cleaning from Weekly to Biweekly or Monthly.
When clients skip a date during their subscription service and it bumps their appointment from a Weekly to a Biweekly (or Biweekly to Monthly, etc.) during their normal subscription, the pricing will be adjusted accordingly on their next visit. This allows us to schedule the correct amount of time needed to complete the cleaning properly. In the past we didn't acknowledge the added work, but we do know life happens and will grant a courtesy pass once a year. Yay!
i.e. A client pays $97+tax for a biweekly condo. They skip one week because they're out of town. The next visit will be charged the monthly rate of $107+ tax. Original pricing will be adjusted to the normal amount on the following services. You can always ask us for the difference via email or chat here.
How do I get a custom quote or estimate for my house?
Normally after you send the Intake form we will send you the estimate well 95% of the houses. If you have a custom/special requests that you think will affect the pricing, please call or text us 860 876 **** 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.
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.
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.
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.
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 Lighthouse Cleaning & Gardens scheduling systems. If you would like to request a schedule change, contact lighthousecleaningandgardens@gmail.com or call/text.
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 lighthousecleaningandgardens@gmail.com mentioning you want to cancel your subscription to avoid a late cancelation fee.
Canceling your service
Send an email 48 hrs before you service to lighthousecleaningandgardens@gmail.com mentioning you want to cancel your subscription to avoid a late cancelation fee.
Our Services
Do you clean inside the dishwasher?
We do not clean inside the dishwasher, however, outside of all appliances are cleaned.
Do you clean Windows?
Yes, but we have some recommendations:
Note: Our core and expertise is home cleaning, and windows are of course part of the house but we can clean the following:
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We just clean inside windows, no outside.
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Normal height windows 5-6 feet inside or outside no higher than 9 feet.
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If higher than 7 feet, please provide us with a stool or ladder. You know your home better than us, and will know what's required for us to reach there.
What do we use to clean windows?
We use squeegee, sponges and microfiber rags.
How much we charge for window cleaning?
We charge our standart hourly rate per maid We don't go by the number of windows or size, since most owners don't know this information. So we keep it simple by using our standard hourly rate.
When are we NOT a good fit for you windows job?
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Your windows are 10 feet or higher.
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You live in a condo and need outside windows than can't be reached easily.
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The access to the windows is difficult and might be dangerous to a normal cleaner.
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A big ladder is required or special tools to reach higher.
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:
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Complete Fridge/freezer inside (this means getting the food out and clean completely on the inside)
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Kitchen inside oven
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Inside windows
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Outside/Inside Doors
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Closets/Cabinets/Drawers inside
Add-ons can be scheduled if you select the checkboxes during the booking process.
Do you clean or handle collectibles?
We dust all surfaces and items except collectibles, fine china or other items inside cabinets. For liability reasons, we don't access cabinet interiors.
Will you clean an extra area not normally included?
Yes we can! We offer truly personalized eco-friendly house cleaning services. Simply add a comment about the extra cleaning service during the booking process. Normally this services are billed at our standard hourly rate per person.
Where should I report broken items or damage to my property?
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Please report broken any items by completing this form within 48 hours to so we can take care of it.
How do you clean/handle blinds?
Lighthouse Cleaning & Gardens will only clean brand new and in good condition blinds to avoid damage. Unfortunately old and brittle blinds will not get cleaned, when you book the cleaning you will be able to tell us what kind of blinds do you have.
Do you have a pet limit?
Yes. For safety concerns we don't clean homes with more than 6 pets (dogs or cats). We can't clean homes with snakes, reptiles or wild/dangerous animals either. Fish that are in an enclosed tank do not need to be included in the count. Thanks for understanding!
Custom pricing for homes with a different scope of work.
There are few situations where our normal rates change.
Post construction/remodeling jobs.
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Hourly rate is $42/hr + sales tax per hour per maid.
Also, the estimated times listed in our Pricing page will not apply. Post construction and remodeling jobs, take double the time, so the total time (and price) doubles.
Bad condition jobs (when client auto-selects in the booking form). Homes that have not been cleaned in more than 1 yr.
Hourly rate is $42/hr + sales tax per hour per maid compared to $39/hr.
Very messy places that we need to pick up/clear areas in order to be able to clean.
Hourly rate is $42/hr + sales tax per hour per maid compared to $39/hr.