Frequently Asked Questions

Below are some common questions and answers that can help with getting the most out of our services. If there is a question that you do not see here, please do not hesitate in asking!
We are here to help!

Any satisfaction guarantees?

If you're not happy with any areas we have cleaned, call the office within 24 hours, and we will help your Cleaner arrange to come back and complete the work free of charge. The cleaning technicians must be allowed to come back into the home within one business day. Please note that our arrangement does not offer cash refunds or money off the Cleaning project.

What is your Cancellation policy?

In order to provide the best cleaning experience possible, we need time to prepare our cleaners to ensure that they are fully-equipped for the job. For this reason, we ask our customers to give us at least 24 hours before canceling an appointment. Cancellations made within 24 hours of the appointment, will incur a $70 charge.

Do I leave a tip?

Tipping is not required but is certainly appreciated by our cleaners.

How do I get the best experience?

To ensure your service goes smoothly, we suggest that you:

Communicate openly and clearly with your cleaner when giving instructions

De-clutter your home (by clearing counters and tables, putting away toys, clothes and accessories, securing valuables, etc)

The less time the cleaners spend decluttering your home before they can actually clean, the better your cleaning experience will be.

Please Note: Extreme clutter/Hoarding is considered a exclusion. Performing a walkthrough at the beginning and end of each appointment. This eliminates any gray area, and sets clear expectations for both you and your cleaner. Making sure you indicate any areas you would like cleaners to focus on (or avoid altogether), whether in person or by utilizing the customer notes. Remember, each customer has different expectations. To make sure yours are met, make them clear to your cleaner.

How long does the cleaning take?

For standard and deep cleaning of your home, our cleaners will stay until they finish and within reason. For larger homes, post renovations, and hoarding, we will adjust the estimate and price for fairness.

Will I have the same team for every clean?

Yes! Your cleaning will be offered to the same team. It may be difficult to reschedule with the same cleaner depending on their schedule. If the cleaner is not available, we will send a substitute. To ensure you receive the same cleaner every-time, please keep your appointments unchanged.

Do I have to be home for the cleaning?

You do not have to be home for the cleaning. Simply leave a key under the mat, with your concierge, in the mailbox, or whatever is most convenient for you.

Can I trust my cleaning professional?

All of our providers have undergone a nationwide background check and a in-person interview. Before they can start accepting jobs, they have to pass a professional cleaning exam and the providers must maintain a 4-star rating to continue cleaning on our platform.

What is your Breakage & Loss policy?

This seldomly occurs but accidents do happen. Please contact our office immediately to work with our insurance to get the object of value replaced.

Do You Clean If People Smoke Indoors?

We do not! This is a strict policy as we’re adamant to provide an awesome experience for the customer, but equally providing the safest working conditions for our cleaners.

Which Service Do You Recomend For First Time Clients?

A deep clean is recommended for all first time cleaning by Petra's Touch. It allows us extra time to get all the areas that have been missed during regular cleanings in the past. After the initial deep clean, most customers switch to a weekly clean.

What if I have Pets?

Ideally, pets should be crated during the cleaning project. But, if your pet is "roaming free" during the cleaning, please let your cleaner know about specific instructions. Cleaning technicians can not be held responsible for pets escaping from home.

When does my card get charged?

Your credit card will be charged at the end of the day of your booking. If our cleaners didn’t show up or you were charged incorrectly, let us know and we will refund you immediately. If we are unable to process the payment and charge your card, we will send you an email as a reminder to update your card details.