Frequently Asked Questions

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We are not your average cleaners, we focus on details and results even on our basic standard cleaning service. Our cleaners are professionals in what they do, our customers are loyal and trust us for this and more. We verify everything looks good before we leave.

This varies across different providers in the industry, for us, a Standard Cleaning service covers all essentials tasks like mopping and sweeping, dusting, cleaning and disinfecting surfaces and bathrooms, in other tasks. A Deep Cleaning service covers everything we do in the Standard Cleaning plus wiping down baseboards, blinds, door handles, light fixtures, ceiling fans, door frames in other tasks. In a Move In/Out or End of Tenancy cleaning, we go deeper and clean interior cabinets for example. For further details please visit: https://greenpureandclean.com/standard-vs-deep-details

It usually takes longer and more effort to bring a home to a specific standard from where we can then maintain, for example, removing dust, dirt, mildew from weeks or months can take extra hours. That is the main reason the initial clean cost more than your rest of regular services.

To be able to do our job efficiently, we kindly ask you to pick up objects, clothing and toys before we arrive, that way we ensure all your possessions are in the places they belong. If you have any pets at home, we kindly ask to find a place for them so they can feel comfortable while we clean, we know it can get a little noise while we use that vacuum. 

We’ll give you an arrival timeframe of one to two hours, the reason is simple, we give your home all our attention, every home is in different condition, sometimes it takes a little longer than expected, but your satisfaction is our priority, we do our best to balance our schedule and quality of work.

No, we know your schedule is busy, you also have work to do, most of our customers leave the door open for us, give us a spare key or even a door or garage code. We’ll let you know when the work is complete.

We are very careful while we do our job, in the unfortunate event that something gets damaged, we’ll do our best to repair or replace it, our team members are insured, and if necessary, we can submit a claim when appropriate.

We don’t typically:

• Wash dishes
• Do laundry
• Clean toys
• Clean your iron
• Pick up clutter
• Clean inside of your fireplace.
• Take out trash to exterior dumpsters (Out of the building)

We leave these tasks to you; however, we have add-ons that you can include in your service like, interior oven cleaning, inside fridge cleaning, laundry, inside cabinets and interior window cleaning.

Yes, we bring our own cleaning supplies, since we know what products work best for each area of your home, green certified or regular products. We have customers that ask us to use their own products as well.

Green Cleaning is just another option you can choose from in case you or any of your family members have an allergy to chemicals, but please let us know ahead of time, since most customers prefer regular products.

Green Pure and Clean has a 24-hour cancelation policy of half the service price. This helps keep our schedules for our employees full. We appreciate the advanced understanding.

Once you’ve made an appointment with Green Pure and Clean, we reserved the time exclusively and respectively for you. Please note that if service is cancelled with less than 24-hour notice, OR we are unable to access the home upon arrival, OR we are turned away at the door, a cancellation/lockout fee equal to half the service price will be charged to the credit card on file.

We kindly ask for a 48-hours notice of cancellation or preferably the most notice you can provide once you know you will not be able to keep the appointment time. We are happy to accommodate you with a rescheduled appointment however that will be subject to availability.

We are not your average cleaners; we do high quality and very detailed cleaning services. The costs of our services depend on the size, the condition of your home, and what you’d like cleaned which in many cases are not part of a standard or deep cleaning. We work with homeowners to customize a checklist of tasks to be completed, we understand that for some Kitchen cleaning would be a priority, for others living areas or bathrooms are more important.

In order to reduce contact due to the COVID pandemic, we have limited the use of cash. We have adopted a management system that allows all clients to use our Client Hub. Clients can login with their email account in a secure way, request cleaning services, see upcoming appointments, verify what cleaning crew will be visiting and add credit cards to the digital wallet in a secure and encrypted way. None of our staff members or even management members have access to credit card information. Everything is encrypted and managed by our payment processing provider “Stripe” which is widely used by most of the most reputable and large organizations like Amazon or Google.

Yes, all our services are prepaid, in order to make an appointment with us, we require a 50% deposit, that allow us to reserve the time exclusively for you. Once we show up at your door, the other half will be charged, that allow us to continue working and finish the job.

For more details about our cancellation policy, please visit:

https://greenpureandclean.com/cancellation-policy

Yes, you can provide the crew special instructions, we just kindly ask you to not look over their shoulders and let them do the job, remember they have a list of things they need to complete, if there is something that is not part of the standard or deep cleaning, you can call us, and we can instruct our cleaners about any change so we can take care of it.

Absolutely, we have customers on weekly, bi-weekly or monthly basis, pricing varies depending on size and the condition of your home, however once the initial cleaning is complete, discounts are applied for recurrent services.

Most customers request the same dream team that left their home spotless, we assign them to you, they already know your home and will do an awesome job every time, however, if a member of a team is absent, we do our best to get the best replacement, all our team members are excellent!

You can text us, call us or email us and we can add the tip to your invoice, you can also use cash to tip them.

Yes, we kindly ask you to find a place for them so they can feel comfortable while we clean, we know it can get a little noise while we use that vacuum. 

Our services cover up to 4 hours per visit, usually that is enough time for the job to be completed by two of our cleaners under normal circumstances, we ask you to please understand that every home is different, even on similar sqft homes, some may take 2 hours, while other may take the whole 4 hours. If your home takes less than that, we cannot stay to clean other things that are not in the list we already provided you. Our 4 hours policy is to cover different home conditions, not to commit and stay the 4 hours even when the list of things to clean were already done.

Some houses may require more than that, in those cases, we would charge $70/ per hour, prorated. For example, if you need us to stay 30 minutes extra, it would be $35 extra.

We would not charge anything without your prior authorization, if for some reason your home should require extra care, we would let you know before so you can give us the green light.

We guarantee our services within the scope of work, depending on whether you request a deep or standard cleaning or a post-construction cleaning. Before we leave your place, please review that everything looks good. In some cases, if something needs to be fixed based on the scope of work, we can come back the same day or the next and fix it, for example, if we forget to clean your kitchen or if we forget to clean a room or bathroom. Please be mindful that we can only offer a 24-hour warranty within the scope of work you hired us for, what we can't do is come back 2-3 days after, a week or couple of weeks later, since your home has already gone through regular usage and your place may not be in the same condition as we left it. We kindly ask you to please be reasonable.  

Pets' urine and smoking odors can penetrate deep into the carpets and floors, even on walls and air filters; while we do our best to mop and vacuum your floors and carpets, we can't guarantee to remove those others; you may need a specialist to apply chemicals to remove the smells. At the moment, we don't offer that kind of service, but we can recommend people that offer carpet washing services.

Height restrictions apply for windows, ceiling fans and lamps. In most cases we have long enough extensions that allow us to dust ceiling fans and ceiling lamps. In some situations, due to the height, we might not be able to clean some windows or some of those high ceiling fans. We appreciate your comprehension.