Question 1

Do you charge by the hour?

Accepted Answer

No, we base our pricing off the square footage of your home or office space. We work hard at honoring our pricing and will only increase pricing in the event of excessive clutter or buildup. We will arrive during at our scheduled time and work until your home or office is clean.*

We have a maximum time allotment to complete a checklist of tasks depending upon the size of your home, the cleaning package you select, and the number of housekeepers present for the service.
We strive to always complete everything on our list, but this is contingent upon the current state of your home upon our arrival.
We recommend setting up a recurring cleaning schedule to help maintain the cleanliness of your home over time. This will keep your services efficient and will allow more time for your cleaning specialist(s) to focus on detailed areas throughout your home.

In rare occasions, we may have to cancel or reschedule a clean for an excessively dirty cluttered homes until after clutter/items have been picked up.

Question 2

Should I clean before you come?

Accepted Answer

Absolutely not! Please have floors, counters, furniture and other surfaces free of trash, laundry & clutter but please, don't clean. This is what we are here for!

Please note: any blood, feces, vomit, urine, or any other human or animal bodily fluids should be cleaned/removed before our arrival. Failure to remove do so will result in the forfeit of your services.

Question 3

Do you provide supplies?

Accepted Answer

Yes! We furnish all supplies and use eco-friendly, highly effective, commercial products.  Our products are designed to leave your home smelling fresh and clean but not to overpower. All re-usable supplies (such as microfiber rags, mop pads, etc.) are disinfected daily. We can also use your products/supplies if you prefer a certain type, scent, or specific product for granite, stone, etc. just let us know before your service.

Question 4

Will I always have the same specialist clean my home?

Accepted Answer

Yes, when you book recurring cleanings. We typically send 1-2 cleaning specialists to service a home for a deep clean and one of those 2 specialists will become your regular cleaning specialist for all appointments. Occasionally, situations come up where a specialist is off work - in this instance we will first attempt to keep your regularly scheduled appointment and send a fill-in cleaning specialist appointment. In the event we are unable to do so, we will attempt to reschedule you to a day and time later in the week. If we are unable to schedule your appointment for a different day/time in the same week and do not have any other specialists available at your regularly scheduled appointment time, we will contact to you to see if you would like to reschedule for a different week or skip your appointment and pick back up at your next regularly scheduled cleaning. Clean Connection reserves the right to change the specialist assigned to your home to best fit your home or Clean Connection's needs.

Question 5

Do I need to be home?

Accepted Answer

You are not required to be home at all during our service. You are welcome to greet us & leave, stay the entire time, or come and go as you please!
If you will not be present upon our arrival or departure, please let us know in advance how we can get in and how you would like us to leave (key under mat, garage code, door code, etc.)
Keeping us up to date on gate codes, door code, smart locks and lockbox locations by email, text or phone ensures a smooth entry the day of your cleaning.

Please make sure that you respond to calls or texts we send you asking for information to access your home, or add access instructions when booking.

If your housekeeper is unable to enter your home, your service will be cancelled and may be nonrefundable.

Question 6

What forms of payment do you accept?

Accepted Answer

We accept debit or credit card payments via online invoicing, auto-draft or one time phone payments. We also accept Venmo.

Payment is due at the time of service, prior to your cleaning specialists departure.
Venmo: 
Please contact our office to setup auto-draft payments
One-time card payments can be made by phone: (940)432-0003

Question 7

Is gratuity included?

Accepted Answer

No, gratuity is not included in the price of your service. Tipping is completely optional - our cleaning specialists greatly appreciate any tips they receive for the services they perform.

Question 8

Are you bonded and insured?

Accepted Answer

Yes! Clean Connection is both bonded and insured. All specialists undergo an extensive background check upon hiring and all specialists.

Question 9

Is there any reason you wouldn't clean my home or anything the service does not include?

Accepted Answer

If your home does not have active utility services (water and electric) we may be unable to service your home. Other conditions that prevent us from being able to clean a residential or commercial space include, but are not limited to: active roach, flea or bed bug infestation, feces or urine of any kind, bodily fluids, illicit materials or drug paraphernalia, aggressive animals, and unsecured firearms or other weapons. In the event that any of these conditions prevent us from being able to conduct a cleaning and we have already arrived on location, the cleaning will be forfeited and full service amount due.
Additionally, we will not conduct cleanings in the following areas for any service type:
 • bedroom closets and hall closets (*exception for make ready services on empty closets only*)
 • outdoor spaces
 • under furniture that we cannot reasonably reach without moving
 • areas beyond the reach of a double-step stool including ceiling fans, tops of cabinets and furniture, and out-of-reach appliances
 
In rare occasions, we may have to cancel or reschedule a service for an excessively dirty, damaged, or cluttered homes until after clutter/items have been picked up.
 
All service hours are capped - we will clean your entire home to the extent of our ability In the time allotted for that particular service.

Question 10

Appointment Time

Accepted Answer

While we do give you a set time for your appointment, please understand that we may arrive within a 30 minute window prior to or after this time. Due to the varying times of servicing homes we occasionally run ahead or behind time. If we are to arrive more than 30 minutes later than your scheduled time, we will contact you to make verify that this time still works with your schedule. We will not arrive more than 30 minutes prior to your scheduled time.

Question 11

How long will you spend cleaning my home?

Accepted Answer

We have a maximum time allotment to complete a checklist of tasks depending upon the size of your home, the service you book, and the number of specialists present for the service (sometimes we work in teams of two or more). 
We always strive to complete everything on our list, but this is contingent upon the current state of your home during our window of service. 
We recommend setting up a recurring cleaning schedule to help maintain the cleanliness of your home over time. This will keep your services efficient and will allow more time for your cleaning specialist(s), to focus on detailed areas throughout your home.

Question 12

What happens if your team is unable to enter my home or the building I live in?

Accepted Answer

In the event that we cannot gain entry to your home, we will reach out to you directly in an attempt to quickly resolve the issue. We will wait 15 minutes on the day of service to try to get access. In the event we are unable to access your home on the day of cleaning your service will be forfeited and the full service amount may be due.

Question 13

Can I cancel my service?

Accepted Answer

To avoid incurring any cancellation fees, reschedule or cancel your booking by 8AM at least one day prior to your cleaning. This cancellation policy supports our housekeeping team’s wages and provides stability to our employees.

2 consecutive cancellations without at least 24 hours notice will result in removal from scheduled recurring services. Your reserved spot may be given to a different client and a new time selected for any future services. After 2 consecutive appointments are held, you may once again schedule recurring services.
Cancelations received within 24 hours of your booking will incur a $25 fee.
Cancelations received within 12 hours of your booking will incur a charge of 50% of that days services.
Cancelations received within 6 hours of your booking will incur a charge of 75% of that days services.
In the event we are unable to access your home at your appointment time, you may incur a charge for the full service amount.

We reserve the right to adjust cancelation fees as necessary. 
Cancelation fees must be paid in full before a new appointment can be scheduled.

In the event it is our error that we were unable to keep your appointment, no cancelation fees will be incurred.

Question 14

Do you work on weekends?

Accepted Answer

To maintain dependability and give our team a healthy work/life balance, we are closed weekend hours and will only serve customers during the weekdays from 8-5.

Question 15

Can I skip a cleaning?

Accepted Answer

Yes, you can skip any regularly scheduled cleaning. To avoid a cancelation fee please provide as much notice as possible to your schedule changes, with a minimum of 24 hours notice being required.

Question 16

Untimely Payments

Accepted Answer

In the event that your payment is not made prior to our departure, you may incur a penalty of $15 per each day that your payment is late.
In the event that your payments are consistently not made prior to your cleaning specialists departure, all future services will require auto-draft or pre-payment.

Question 17

Payment Chargebacks

Accepted Answer

If your payment is returned for any reason we will contact you for a new payment method. You will be charged the original service fee + a $10-$35 fee (based on payment type) for the charge back.

Question 18

Service Area

Accepted Answer

We service the following areas: Wichita Falls, Sheppard Air Force Base, Burkburnett, Iowa Park, Henrietta, Holliday, and surrounding areas. If your area is not included, please contact us! We likely service your area, with a mileage charge.

Question 19

Satisfaction Guarantee

Accepted Answer

If you are unhappy with your service, please contact us within 8 hours of our departure. We will return to fix any errors or complete any missed items within 24-48 hours or will discuss other options with you. Your satisfaction is of the utmost importance to us.

Question 20

What if one of my personal items is broken or damaged during the cleaning process?

Accepted Answer

Our trained cleaning specialists always take the necessary precautions to respect your home and your personal property, but occasionally accidents do happen. If you have any sentimental or valuable items that you consider irreplaceable, please put them aside in safe space prior to your service. 
Should something break during a cleaning, we will be in touch with you as soon as possible to let you know and to work with you to determine next steps. If you arrive home and discover that something is out of the ordinary, please contact us via email.

Question 21

Policy Changes

Accepted Answer

Changes to our policy may be made at any time without notice.

FREQUENTLY ASKED QUESTIONS