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Frequently Asked Questions

Services and General Questions

Welcome to the FAQ page for LizMarie Cleaning Services! Here, you'll find answers to common questions about our services, scheduling, and more. Whether you're a new client or have been with us for a while, this section is designed to provide you with clear and helpful information. If you have any questions that aren't covered here, feel free to reach out to our team. We're always here to assist you.

TABLE OF CONTENTS

Difference between a Standard Cleaning Service, Deep Cleaning Service, and Heavy Duty Cleaning Service

Standard Cleaning Service is a service that we offer to clients/customers that have their homes regularly cleaned by professional individuals or professional cleaning companies. The definition of a standard cleaning service is a general cleaning that includes dusting everything off, wiping everything down and sweeping, vacuuming, and mopping, and taking care of the bedrooms, bathrooms kitchen, and all common living/habitable areas. This includes making or remaking the beds in every room. Cleaning the stovetop, outside fridge, cleaning appliances such as microwave (inside and outside), oven toaster, outside dishwashing machine, and outside cabinets among other things. Taking out trash collected throughout the cleaning process.

Deep Cleaning includes everything a standard cleaning service offers, but it requires more time and attention to detail. Typically added as an extra service when a home has not been cleaned professionally in some time. In some cases, it could be a few months in other cases it could be a few weeks. When there is visible dust, cobwebs, or even pet hairs throughout the house. A home that requires extra attention to detail in different rooms around the house. Or when your home just needs extra attention and additional time is required to carry out different tasks compared to a regular standard cleaning. A deep cleaning service includes dusting off and collecting visible dust on baseboards window blinds and visible cobwebs on reachable ceiling corners and ceiling fans around the house. Having multiple four-legged family members living in your home can also be a good reason for requesting a deep cleaning service. Deep cleaning includes everything a standard cleaning service offers, but it requires more time and attention to detail. Typically added as an extra service when a home has not been cleaned professionally in some time. In some cases, it could be a few months; in other cases, it could be a few weeks. When there is visible dust, cobwebs, or even pet hairs throughout the house. A home that requires extra attention to detail in different rooms around the house. When your home just needs extra attention and additional time is required to carry out different tasks compared to regular standard cleaning. A deep cleaning service includes dusting off and collecting visible dust on baseboards, window blinds, and visible cobwebs on reachable ceiling corners and ceiling fans around the house. Having multiple four-legged family members living in your home can also be a good reason for requesting a deep cleaning service.

Heavy Duty Cleaning includes everything a standard cleaning service offers. It will always require twice or more time than a standard cleaning. Heavy Duty Cleaning is a service that we offer to homes that have been neglected and have not gotten the attention they need. We understand that keeping up with your home can be difficult at times. We also understand that cleaning is NOT for everyone. That is what we are here for! Heavy Duty Cleaning is a service we offer to clients when there is visible dust everywhere throughout the house, visible cobwebs, or visible pet hair all over. When there is lots of cooking grease buildup on your stovetop. Mold, mildew, rust, lime, or calcium buildup in your bathtubs and toilets. When there are lots of misplaced items on your floors, beds, tables, etc. This service will include dusting off low ceiling fans, collecting visible dust in reachable air vents, and removing visible cobwebs throughout the house. Typically all of this occurs when homes have not been professionally cleaned for long periods of time. In some cases, it could be months, in other instances a year or more. This type of service will require a lot more time than a deep cleaning service. We will make sure to clean, tidy up, and organize misplaced items all around your home as best as we can, to make sure your home looks and feels as comfortable, relaxed, and as visibly clean as possible.

We understand that each home is unique in its own way. As a professional cleaning company, we ask our teams of professional cleaners to make assessments on each appointment, they might suggest recommendations for additional services your home might need. We also require each cleaner to collect and send photographic evidence to our management team, to ensure that the category of your home is being made properly and fairly to all parties. Our services can be customized to each of our client’s specific needs.

EXTRA SERVICES are as follows:

Inside Oven

Inside Fridge and Freezer (Empty/Occupied

Inside Cabinets (Empty/Occupied)

Dishes (Hand Washed)

Doors and Doorknobs

Baseboards Cleaning

Low Ceiling fans

Walls (Individually)

Interior Window Washing

Exterior Window Washing (Windows MUST be able to be opened from the inside)

Inside Washer & Dryer

Laundry Service (wash only, wash and dry, wash dry and fold and clothe folding )

Blind Shutters Cleaning

Inside Closet (Empty/Occupied)

Fireplaces

Garage Cleaning (Empty/Occupied)

These are considered EXTRA SERVICES that can added for ADDITIONAL FEES.

An assessment will be made on each appointment. Depending on the status of your home, there might need to be adjustments to the category of the appointment. Additional charges might be required.

Example: Going from Standard Cleaning to Deep Cleaning or Deep Cleaning to Heavy Duty Cleaning.

We will always try to contact you multiple times for confirmation. In the event that you do not agree to the new charge. Our team of professional cleaners will try their best for the best possible outcome. On the other hand, NO CLAIMS or COMPLAINTS will be accepted as valid on said appointment.

Why charge for dishes, I have a dishwasher.

Sure our team of cleaners can place the dishes that are in the sink, in the dishwasher, and run its cycle. The requirement for this is that the dishwasher must be 100 % empty. We highly recommend that dishes be pre-rinsed with no stuck-on food, as we will NOT take responsibility if the dishes are not washed properly. To avoid this hassle, it will be best to add Dishes (Hand Washed) as an extra service. The additional charge will be per sink full including large pots or pans in most cases adding multiple small extra charges. Our cleaners will make sure your dishes are sparkly clean, dried, and put away to the best of their knowledge.

Do you make the beds?

Making or remaking the beds is included as part of all cleaning services we provide. In the event that you would want us to change the bedsheets on any bed. We ask you to please make sure to have the new/clean bedsheets ready, preferably placed in the same room. Our cleaners will not be able to wait if the sheets are being washed or dried, or look for them in closets or other storage areas, as this will conflict with the appointments they are assigned throughout the day.

How long will it take to clean my house?

The duration of the cleaning time varies depending on the type of cleaning service that you are booking, as well as the status of your home and additional services being requested. Our cleaners will work as effectively and efficiently as possible, to make sure that they complete the job in a timely manner with the best results possible. If requested, we can keep you updated on the process during the appointment and provide an estimated time of job completion as well.

Do I need to be home during the cleaning?

You are more than welcome if you choose to stay. We understand that you are busy, and we DO NOT expect you, to be there during the entire duration of the cleaning service. It is your choice to stay or go out and make the most of your free time. You also have the option to leave hidden keys, provide a code, have keys placed in a lock box, have friends or relatives open the door for the cleaners, or have front desk authorization if you live in a high-rise building. We will make sure to turn all the lights off and make sure all the doors are locked behind us upon job completion.

Can I request the same cleaning team every time?

We will try our best to send the same cleaners each time. If your usual cleaners are not available due to schedule conflict. We will let you know so you can either choose to reschedule at a time that will suit you best, or we can send a different team who are equally dependable, respectable, responsible, and thorough as your usual cleaners.

What if I am not satisfied with the cleaning?

Our client's satisfaction is of utmost priority to us, our team of cleaners undergo intensive long training hours to ensure each job is completed with the best outcome possible. In the unfortunate event that you are not satisfied with our service, the issue must be raised within 12 hours after the completion of the service. After a claim has been made the company requires photo evidence of said issue. At the same time, we will reach out to our team of cleaners assigned to your appointment and acquire more information regarding the issues. We will try our best to handle the situation as professionally as possible. Once we have received the photo evidence of such a claim, management will investigate the situation carefully to determine whether the claim is Valid or not. Please note that we DO NOT issue any refunds.

Our team of cleaners works extremely hard to complete all jobs. It would be inhumane and unethical for them not to be compensated for the hard work they have accomplished. We thank you in advance for understanding. Once Management has concluded their decision, we will reach out to you with the results. If your claim is valid we will make sure to send in our team of cleaners to re-clean such missed areas at no extra cost to you. If the claim is not valid and the issue can be solved on the next visit we will be forever grateful to you for understanding, as deploying the cleaner once again will greatly affect other appointments for the day and also the cleaners total income earned. In the event that you are not satisfied with management's final decision and are not willing to give us a second opportunity to make things right on a second visit we one hundred percent understand and respect your decision to NOT book with us again in which case, we would be very saddened to lose a valued customer.

Can your team of cleaners do laundry for me?

Yes, we can! We can add Laundry as an extra service to your cleaning appointment. We offer four options for laundry service. Washing, Washing and Drying, Washing Drying and Folding and Folding Cloth Only. We charge per washing load. Our cleaners will make sure that all your clothes are facing right side up after washing and drying, they will fold or hang your clothes properly depending on your request. We do ask you to kindly provide laundry detergent, softener, and bleach (If needed).

It is crucial to make sure that ALL dirty clothes are piled up into a single batch.

Clothes need to be separated in colors and whites on a different pile. To ensure that our cleaners can perform the task at hand as efficiently and efficiently as possible.

We can not go around the home collecting clothes to be washed.

The number of laundry loads our cleaners can accommodate is based on the amount of square footage of your home and additional services being requested. Normally one load takes about 45 minutes to 1 hour on average to wash about, 30- 45 minutes to dry, and about 15-20 minutes to fold a load. On average we can only wash 1 maybe 2 loads per appointment. If your clothes need special treatment or a certain way to be taken care of. We highly recommend sending it to a professional Dry Cleaning Service instead.

How many cleaners should I expect?

At LizMarie Cleaning Services, we believe that to be more efficient and productive a team of two, sometimes two females, other times male and female should be sent to each appointment. In some cases, depending on the size (sq. ft.) of your home and additional services being requested we will deploy larger teams. In some cases, we can send 3-4 people if your home is considered to be a large task job, classified as a Heavy Duty job, or additional services are being requested.

Are your cleaning teams pet-friendly?

Yes! We love Pets! Or as we like to call them. Four-legged family members. All of our cleaners do!

LizMarie Cleaning Services is a pet-friendly company. We understand that pets are part of the family, an extremely huge part of the family! During the cleaning service, we do kindly ask you to keep them opposite from where our cleaners are working at any given point. This way our team of cleaners can work more productively and efficiently. It is well known that some pets are highly sensitive to loud noises and the sound of the vacuum may startle them or make them feel nervous or uncomfortable.

Do you bring your cleaning products and equipment?

Yes, we do! Our teams will arrive with all the cleaning materials and supplies they need. We only use the best green cleaning products possible. Although we may occasionally ask to provide a vacuum to clients that live in high-rise buildings due to building restrictions/rules. If you have any preference in cleaning products to use for your home or if you prefer us to use your cleaning products, we would be happy to comply with your request.

What cleaning products do you use?

Lizmarie Cleaning Services makes conscious efforts to help the environment which is why we use green cleaning products that are as equally effective as their conventional counterparts.

Do you offer gift cards?

Yes, our gift cards come in many denominations and have an expiration date of twelve months. Please be advised that once purchased, it may not be returned or refunded and is not redeemable for cash.

How may I pay for my services?

We would always want a seamless transaction between our company and our clients. We accept credit card payments from VISA and Mastercard, and digital payments networks such as Quick Pay Zelle PayPal, Venmo, or Cash App. Since we coordinate all our appointments in advance, we will ask for a non-refundable deposit (20-30% depending on the total service fee) to hold and keep your appointment spot. The deposit can be made through QuickPay/Zelle and will be deducted from your total service fee upon service completion. Full payments are due on the day before your cleaning service is completed.

Can I Book a Cleaning Service for the Same Day?

Yes, same-day bookings are available with LizMarie Cleaning Services. However, please note that there will be a same-day booking fee of $30.00. We will try our best to accommodate your appointment as soon as possible. We do ask you to allow 2-4 for us to find an available spot. This will give us time to make the adjustments necessary to our schedule. Please understand that we handle multiple appointments each day, and this process ensures that we maintain the high quality of service our clients expect, without compromising on the thoroughness or attention to detail.

Why Must my place be Empty when booking a Move In or Move out cleaning appointment with a professional cleaning company?

At LizMarie Cleaning Services, we require the property to be empty when scheduling a move-in or move-out cleaning. This is because having multiple service providers, such as movers, painters, construction workers, or other related professionals, working simultaneously can hinder collaboration and disrupt each other's tasks. To ensure that our cleaners can operate efficiently and deliver the highest quality of service, we ask that the property be 100% empty during the appointment.

What is your refund policy?

We believe that cleaning is a very personal and human service. We understand that occasionally an area may not be cleaned to your satisfaction. While WE DO NOT PROCESS REFUNDS, we are committed to ensuring our clients are happy with our services.

If an area has not been cleaned to your satisfaction, we ask that you notify us within 12 hours after the cleaning is completed. We will assess the situation to determine whether the request is valid and will resolve any valid claims within 24 hours.

Please refer to the Valid and Invalid Page:
https://www.lizmariecleaningservices.com/welcome-letter

How can I update my payment information?

There are multiple ways you can update your payment information. You can log in to your account to make such changes, you can also contact our friendly customer service team to update your payment details or you can send us a text at (773) 798-2008 asking for assistance with payment info

Do your cleaners expect a tip?

At LizMarie Cleaning Services we do not require or expect you to tip our cleaners. If you are a strong believer that hard work pays off and you believe that hard work should be rewarded any amount of gratuity given will be highly appreciated. Gratuity is a powerful way to say thanks to your cleaning professionals and all their hard work.

How far in advance should I book my cleaning appointment?

LizMarie Cleaning Services takes appointments anywhere from today up to one month in advance. You may call our Customer Service Representatives to find out if the day and time that you prefer is available. Weekends and morning appointments fill up very quickly, so we advise booking a few days in advance to ensure the time slot desired

Do you offer recurring cleaning services?

Yes, we do! We encourage you to book recurring services. That will dramatically increase the cleanliness of your home and ensure you have a worry-free and stress-free life knowing that your home is always as clean as possible. We offer weekly, bi-weekly, every three weeks, and monthly recurring bookings.

One of the perks of having a recurring service is that we offer discounts! The discounts will automatically be applied starting on the second cleaning appointment.

My home smells a bit funky. Can you remove the Odor?

Odors Can NOT be removed by our team of cleaners! We are a cleaning company. Our primary focus is on delivering exceptional cleaning services to ensure your space is spotless and fresh. While we specialize in deep cleaning, we do not offer odor removal services. Our general cleaning can help reduce odors as we address the source through our standard procedures.

I’m most cases odor will leave the home after a certain amount of time. This will be determined by the actions that are taken. We highly recommend to leave windows open for 12-24 hours after the cleaning service has been completed. We also recommend placing odor-removing eliminators/absorbers around the home to assist odor elimination. For persistent odors, we recommend consulting a specialized service.

What if I need to reschedule, skip, or cancel my appointment?

How is the cost determined for home cleaning?
Our pricing is based on the total square footage and the condition of your home or apartment. We categorize the cleaning into whether it requires a deep cleaning or a heavy-duty cleaning. The specific needs of your space help us tailor our services and provide accurate pricing.

Why don’t you remove paint as part of your cleaning services?
Removing paint is generally the responsibility of a painter, not a cleaning service.

Here are a few reasons why:

Special Chemicals Required: Removing paint requires special chemicals that can be harsh and potentially damaging to surfaces such as wood, metal, and other materials. Using these chemicals without proper expertise can cause significant damage.

Surface Damage Risk: The chemicals and methods used to remove paint can damage various surfaces if not handled correctly. Our team is trained for general cleaning, not for the specialized procedures needed to safely and effectively remove paint.

Focus on General Cleaning: At LizMarie Cleaning Services, our focus is on providing high-quality general cleaning services. This includes tasks like dusting, vacuuming, mopping, and surface cleaning, but not specialized tasks like paint removal. For paint removal, we recommend contacting a professional painter or a service that specializes in this type of work to ensure the job is done safely and correctly.

We understand that things come up suddenly and may need to reschedule, skip, or cancel your appointment. Kindly give us 24 hours' notice should you want to make any of these changes to your appointment, and we will coordinate with our cleaners accordingly.

Our Cancellation Policy
Please be advised that failure to provide us notice within the required timeframe will result in a cancellation fee, which will be 20-30% of the total cleaning service amount. If the total amount of your cleaning service appointment is $200.00 or less, a 20 % cancellation fee will apply. Anything over $201.00 and above will have a 30% cancellation Fee.

Our Rescheduling Policy

Our goal at LizMarie Cleaning Services is to provide the highest quality services in a timely manner. To achieve this, we’ve implemented an appointment rescheduling policy to ensure we can maximize available appointments for our clients.

The following fees will apply:

Within 24 Hours Before Appointment: A 20% rescheduling fee based on the total cleaning price.
5-6 Hours Before Appointment: A 15% rescheduling fee.
3-4 Hours Before Appointment: A 20% rescheduling fee.
1-2 Hours Before Appointment: A 30% rescheduling fee.

Thank you for your understanding and cooperation as we work to serve all our clients effectively.

Our Payment Policy
At LizMarie Cleaning Services, we value your trust and are committed to providing a seamless booking and payment experience for our clients. Please take a moment to review our payment policy:

Credit Card Details: To secure your cleaning appointments, we require credit card details from all our clients. This information is solely used to reserve your chosen spot and is kept secure and confidential.

Cancellation and Rescheduling: If you need to cancel or reschedule your cleaning appointment, please notify us at least 24 hours before the scheduled date. This allows us to accommodate other clients and adjust our schedules accordingly.

Temporary Hold: To secure your cleaning appointment, we temporarily hold the funds in your account 24-48 hours before your cleaning appointment. The actual charge will be processed after the cleaning service is completed.

Debit Card Users: If you have used a debit card, the billing process may vary depending on your bank provider. While some users may see a temporary charge, rest assured that we will not access the funds until after the service is completed.

Security: Our payment system employs a 256-bit SSL encrypted method, which is one of the most secure encryption methods available for payments. Your financial information is safeguarded to ensure your peace of mind.

Service Exclusions

LizMarie Cleaning Services adhere strictly to this policy to prevent lost wages for your cleaners.

⚠️ Service Exclusions ⚠️

Here at LizMarie Cleaning Services, we do our best to keep your home clean and ensure client satisfaction in every cleaning however, there are some things that our professional cleaners will not be able to clean such as:

Detailed Cleaning of Chandeliers and other light fixtures
Cleaning Diaper Caddies
Folding large amounts of clothes
Animal waste (pet urine, rodent droppings, or excrement)
Cleaning hard-to-reach areas or anything that cannot be reached by a 3-foot step ladder.
(Ceilings are not included in our cleaning service, especially if they are high and out of reach.)
Exterior windows that cannot be opened from the inside.
Moving large objects, furniture, stove, fridge, or anything heavier than 25 lbs.
Large-scale trash that has already been collected in the house
Homes with critter infestations.
Areas that have blood contamination
Changing or Placing New Bed Skirts
Unfinished spaces ( Unfinished basements, Unfinished attics, Crawl spaces, Storage spaces )
Detailed Cleaning of Air-vent covers
Hoarding situations
We do not remove paint off floors or any other surfaces

What is the difference between a Standard Cleaning Service, Deep Cleaning Service, and Heavy Duty Cleaning Service?