FREQUENTLY ASKED QUESTIONS
Q. What area does EcoClean service?
A. A key part of EcoClean's business model is to limit the negative impact we have on the environment due to driving. Our current service area is within Denver city limits but we will accommodate homes within a 25 minute drive from our office whenever possible. Occasionally, we will travel farther for an additional fee or if we have other customers in the area.
Q. Are your services guaranteed?
A. Yes, we offer a 100% Satisfaction Guarantee. In delivering our services we strive to maintain the highest quality and provide the greatest value. If for any reason you are dissatisfied with any aspect of your EcoClean experience, simply contact us within 24 hours of your cleaning and let us know where we went wrong. We’ll come back at your convenience and re-clean any deficiencies free of charge. We do not currently offer a money-back guarantee.
Q. Do you provide references?
A. Yes. We have many satisfied customers who would be delighted to share details about their EcoClean experience with you. Simply ask and we’ll email you a list of references and contact information.
Q. What is your cancellation policy?
A. In order to maintain efficiency and in consideration of our employees’ schedules, we require 24 hours notice for all cancellations. If you need to cancel or reschedule a cleaning for any reason, simply call or email us. If we do not receive any notice of a cancellation or if we are unable to gain access to your home, we reserve the right to charge the full amount of the scheduled cleaning service.
Q. Is there anything I should do to prepare for my cleaning?
A. No. We believe that when you hire a professional to clean your home, you shouldn’t have to “pre-clean”. We’re ready, willing and able to come into virtually any environment and make it sparkle. So don’t be embarrassed by the level of cleanliness of your home – whatever the condition, we promise we’ve seen worse! Just let us know what to expect and we’ll plan accordingly. If you’d like to help us be more efficient, feel free to pick up any clutter such as dirty clothing, toys, paperwork, etc. prior to our arrival. However we’ll gladly organize these items as we clean – should you expect anything less from a premium cleaning service?
Q. Do I have to provide any cleaning equipment or supplies?
A. We provide the vacuums, dusting equipment, cleaning cloths and cleaning tools so you don’t have to worry about the cost of purchasing and maintaining any high-end equipment. We travel with all the best green cleaning products we may need for any and all varieties of homes. After your initial clean, if you decide that you’d like to schedule routine cleanings with EcoClean, we will provide a cleaning kit for your home. You will be charged the reimbursement cost of your supply kit (approximately $35-$50) depending on the particular needs of your home. Our cleaners will be in charge of restocking your supplies as needed. You will occasionally be asked to pay a reimbursement costs as needed. Our customers have told us that they enjoy having green cleaning products in their home for personal use. We purchase cleaning products wholesale and in bulk, directly from the company, whenever we can and we reuse containers as much as possible. This keeps our prices low so we can pass those savings along to you.
Q. How many people will clean my home?
A. EcoClean generally performs the majority of its routine cleaning services using a team of two cleaners. Some routine cleaning services for apartments and smaller homes may involve an individual cleaner.
Q. Will I always have the same cleaner?
A. If you receive regularly scheduled routine cleaning service on a monthly or greater frequency, we will ensure you receive the same cleaning team leader each visit, or at least one of the same team members in the event of an employee absence. Occasionally we may need to send a replacement team or switch your assigned team leader, in this case, you will be notified. You’ll get to know our cleaners and they’ll become familiar with your home and your cleaning preferences. Unlike other services, with EcoClean you don’t have to worry about a stream of people coming through your home.
Q. Do I have to be home during the cleaning?
A. No. In fact, many of our clients prefer us to clean when they’re out of the house. Whether you’re home or not, when we clean is entirely up to you.
Q. How do I arrange access for you if I’m not home?
A. We suggest one of the following methods of arranging access, but we can accommodate any other arrangement that is convenient for you:
Provide us with a key to keep in our lock box
Leave a key for us in a specific location
Provide us with a code for your garage door
Be sure to provide us with your home security code if armed
Q. What is your payment policy?
A. Payment is due upon completion of services. EcoClean accepts credit or debit cards for payment. Credit card information is encrypted and stored on a third party, PCI compliant database. A 3% processing fee is added to the price of each transaction. This fee helps EcoClean offset a percentage of the expenses associated with having a paperless, streamlined billing system. This is both a commitment to sustainability and it allows us to pay livable wages while keeping our rates affordable.
Q. Am I supposed to tip my cleaning team?
A. Gratuity is not included in the price of the cleaning and is not expected by the cleaners. However, EcoClean does encourage and appreciate gratuity for our staff. If you feel your team has done a great job you are welcome to leave cash for them, otherwise you may email the manager and let her know the amount you would like to tip. This will be added to your payment when you are charged for the cleaning and passed directly on to your cleaners in full.
Q. Can I hire one of your cleaners directly to perform cleaning or any other services?
A. We invest significant resources hiring, and training our cleaners in order to consistently provide the highest quality service to our clients. Our cleaners honor an arrangement that they will not provide services to our clients outside the scope of their work for EcoClean.
Q. How much does EcoClean's cleaning service cost?
A. The price of your cleaning is based on the type of visit, the size and configuration of your home, and the frequency of service. We offer a variety of cleaning options to meet your needs and budget. To receive a free estimate for cleaning services, please fill out our online estimate form.