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Главная/Help Page/Service & Policies

Service & Policies

1
What if you cannot gain entry into my home?​​​
You have many options, and it is your choice, how you let us get access to clean your home (i.e: someone be at home, give key, hide key, key in lockbox, keypad lock, key with neighbor). Please arrange access for the cleaning team at time of booking or before the appointment date. If the team arrive to clean your home but nobody’s there, we will try multiple ways to reach you to gain access to your home. If we are unable to reach you, the cleaners will wait for a maximum of 30 minutes before leaving to their next appointment. You will be charged a BGN 50 no-entry fee to cover for time and gas.
2
Schedule and Booking Changes
All schedule changes are handled directly with the company through email _____________ or calling ____________, not with the team supervisor that cleans the home. This helps avoid compromising to unavailable times since the team supervisor does not have full access to the company schedule system.
3
What about pets & animals?
We love animals, but they don’t always love us. If you think your pet may become overly anxious while we are there, please make temporary arrangements while we are in your home (i.e. travel crate or kennel). You can leave detailed pet instructions during the online scheduling process.​​​​​
4
Can I make special requests?
Of course you can! If you have got a particular product you would like us to use in your home, or a precious item you want us to avoid when dusting just include the information in your booking. We will then pass these details onto the crew.
5
Is tip included?​​​​​​​​​​​​​
You are under no obligation to tip, but have the option of doing so if you feel that you’ve received exceptional service. Our personnel are not permitted to solicit tips under any circumstances.
6
How often should you clean my home?
Most of our clients differ in their individual needs, so it is difficult to provide specific guidance. Typically, our clients schedule an initial 1st time deep cleaning of their home followed by one of our subscription plans: a weekly, bi-weekly (most popular), tri-weekly, or monthly cleaning appointment. By following this model, you can rest assured that your home is always clean and in top shape.
7
My home has been renovated - can you clean it?
After Renovation Final Cleanings (post construction cleanup) are different than normal cleans. If you have had your floors, walls, countertops, cabinets replaced; or if you have had your home painted; or room additions; we will need to quote you based on your specific needs. Please call our office to discuss with a representative ________________.
8
Do you bring your own supplies and equipment?
We make it easy for you! We bring all the necessary products to give your home a great clean: steam generators, extractors, vacuum cleaners, mops, buckets or a stepladder if necessary. If you want us to use a specific product, please let us know and leave it for the cleaner to use. In addition, we can use green products, if you prefer, choose them at extras!
9
Can I request special tasks or extras?
Yes, you can! Look at our booking form for a list of all “Extras” we offer. If you'd like something not shown, just email us at ___________________ or call __________ to ask.
10
What type of residential cleaning service do you provide?
We offer five types of residential cleaning services, and in three of them you can easily get the price and book a room online! With the other two, just call the office for a price quote and more information.
1) Standard cleaning, which is a "Detailed Cleaning" that covers all important areas of the house, is ideal if you order any of the subscription plans for regular cleaning from us. We only clean in one way! Always "detailed cleaning"!
2) " 1st time/Deep Cleaning Package", which is a deeper cleaning that we recommend if this is your initial service with us, or your home has not been professionally cleaned in the last two months.
3) " Move in/Move out Cleaning Package”, which includes cleaning interior cabinets, home appliances, and more.
4) "Airbnb Rental Turnover Cleaning Package", a service specially designed for short-term hosts. Whether you're hosting through Airbnb etc. we'll take care of you and your guests. Call the office to find out the price!
5) "Special Cleaning" or post-construction, post-fire, post-flood cleaning, very detailed deep cleaning to get your home back from construction and disaster. Call the office to find out the price!
11
Are you offering 100% satisfaction guarantee?
Yes! we offer a 100% satisfaction guarantee on our services. Customer satisfaction and quality is extremely important to us. If we ever fail to provide the level of service you deserve, contact us within 48 hours from the date the service has been completed, and we will return no later than 7 days to re-clean the area/item for free.
Звоните нам:
1000 Sofia Centre, Bulgaria
Address:
Mon-Fri 8:30 - 18:00
St by appointment
Working hours:
1000 Sofia, City Centre, Bulgaria
Monday - Friday
8:30 am - 5 pm
Saturday by
by appointment
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