Frequently Asked Questions
How much will it cost to clean my home?
Our pricing is based on man hours and frequency. After we discuss your home’s specific cleaning needs, we help you select a service plan which best meets your needs and fits your budget.
Do all of your employees speak English?
Yes. There are no language barriers at Immaculate Clean because we have a strong commitment to clear communication.
Do I have to sign a contract?
No. We have no contract to sign. We simply maintain a high level of reliability and professionalism and expect the same in return. We are confident you will trust our staff and our service, but if you don’t then you can cancel at any time. Ask us for a copy of our Policies and Procedures to better understand what we promise and what we expect.
Do I need to provide Immaculate Clean with cleaning supplies or equipment?
No. We provide everything necessary to clean your home. We will consider special requests if you have a product or piece of equipment you prefer we use.
Is Immaculate bonded and insured? Do you carry workers’ compensation insurance?
Yes. We wouldn’t operate any other way. It’s the law! Immaculate Clean secures general liability insurance, an umbrella policy and workers’ compensation insurance through The Hartford Insurance Company. We also secure a 3rd Party Fidelity Bond through The Hartford Insurance Company.
Do you conduct background checks?
Yes. We complete background screening for all our employees and keep it on file.
How and when do I pay for service?
You can pay by cash, check, or credit card. All payments are due on day of service. Credit cards are processed at the end of the business day. Checks should be made payable to Immaculate Clean.
Do I need to be home on my scheduled day of service?
No, you do not need to be home. A cleaning plan is discussed and set before your first visit so there is no need for you to be home. All customer keys are kept safe in our secure lock-box at our office that is secured by locks, alarm and video surveillance provided by Vintage Security. Providing a key avoids inconvenience to you, and avoids unnecessary “lockouts” and associated penalty fees when reliable entry is not provided. Garage codes are acceptable but are not always reliable and, again, we never want our clients to face a “lockout fee”. A key has proven to be the most reliable and most convenient for our clients and service teams.
What time can I expect the team to arrive at my home?
Upon request, we will provide a two hour estimated arrival window, in an effort to keep our arrival times convenient for you and your family.
Can I make schedule changes?
Yes, of course! Contact us in advance so we can meet your request. We want our service to conveniently meet your needs and we will make every effort to make appropriate changes based on your needs. Any last minute change to a scheduled service date may be subject to penalty (ask us for a copy of our Policies and Procedures).
What is expected of me on day of service?
Reliable access into your home (ie: a key) and payment are expected. We ask that the home is picked up and free of clutter so the team can focus on cleaning. Extreme clutter and counter top appliances might hinder the detail of clean that the teams can provide. Immaculate follows an industry rule of thumb: any surface area that is more than 50% covered or cluttered (ie. papers, clothing, toys, clutter) will not be serviced (ie. fronts and tops of refrigerators, kitchen and bathroom counter tops, shower and tub basins, beds, closets floors, hard surface floors and carpet, etc.). To get the most of the service that we have promised and that you have agreed to hire us for, then we suggest “the more you tidy and pick up, the better our service teams can work efficiently to get the job done effectively”.
Who will be cleaning my home?
A team of trained Eldersburg, MD cleaning professionals. We can’t promise the same cleaning team every time but it is our goal to achieve this whenever possible.
What should I do with my pets during the cleaning?
We love pets, and we want your furry friends to feel comfortable and stress free while we’re in your home. That said, it’s in your best interest to ensure your furry friends are not interfering with the team while they are cleaning. Any concerns of safety should be brought to our attention so your Immaculate Clean team can proceed accordingly (based on your instructions for safety). Our goal is to keep everyone safe, and your furry friends happy! As much as we would love to provide extra care and attention to your pets while we are servicing your home, we are unable to fulfill special instruction requests (ie: letting your pets outside on back deck or fenced in yard, or walking them during our visits).
What if something is damaged while your team is servicing my home?
We will consider replacement or reimbursement after determining the damage was indeed caused by our negligence. All professionals at Immaculate are trained to proceed with caution and care. Unfortunately, accidents can still happen. In the case something is damaged in your home, your Immaculate Clean Team Lead will immediately contact our office. A note will be left behind for you. You will be contacted within 24 hours of the damage by an Immaculate Clean representative to discuss the most appropriate action.
What if I’m not satisfied with the service?
Contact us within 24 hours. An Immaculate representative will discuss your concerns in detail so we can make an appropriate decision for meeting your expectations.
Do you offer Gift Certificates?
Yes we do! If you are interested in purchasing a gift certificate please contact us today! We accept credit cards to make the purchase quick and easy.
Am I responsible for workers’ compensation, insurance or employee taxes?
No, Immaculate secures general liability, an ‘umbrella policy’ and workers compensation insurance policies through The Hartford Insurance. Employees are paid directly by Immaculate and payroll taxes are deducted. Your home is safe in our hands.
Why is it recommended I spend more money during my first cleaning?
A first time cleaning of a new client’s home requires extra man hours to remove extra soil and build-up. Our team members must spend anywhere from 4 to 8 times longer to clean a first time client.
Why the extra time? If your home has never been professionally cleaned, it is likely there is soil build-up throughout that is not noticeable to the passing eye. If we are taking over an account from another residential cleaning service or individual, it’s likely you have decided to make a change because you weren’t happy with the quality of cleaning. In this case, we are most likely going to run into areas which haven’t been properly cleaned. Our staff will need to remove the extra soil and build-up before we can commit to a successful maintenance schedule.