How do I make a Payment?
Payments can be made with cash, check, Zelle, Venmo, Paypal, or CashApp. For your safety and security, we do not hold onto credit card information. Payments must be made the same day as the appointment. Any payments not made within 48 hours of service will result in a 20% late fee and could cause disruption in your current service.
Zelle: ecklercleaning@gmail.com
Venmo: @meckler
Paypal: @MaggieEckler
CashApp: $ecklerclean
When Will We Arrive to Clean Your Home?
Generally, our residential and commercial professional cleaning services operate between 8:00 AM – 3:00 PM, Monday through Friday.
Your cleaning service will be assigned an arrival window of 2 hours. At times, we may be a bit delayed due to traffic, unexpected delays, or things outside of control. We will communicate with you and keep you updated.
Is There Anything I Should Do Before You Arrive to Clean?
Please pick up or put away any toys, clothes, or personal items before we arrive so that our team can focus 100% on professionally cleaning your home & addressing your indoor air quality. Dirty dishes left out should be minimal. If you have pets, you do not have to cage them up unless you prefer to keep them up while you are away. We are pet friendly and our professional cleaners want to make sure your furry supervisors are comfortable while we are there.
What If I Can’t Be Home When Your Team Arrives to Clean?
Honestly, it’s okay with us when you’re not home. Not because we don’t like to visit with you, but because we can move freely and get our work done efficiently! Most folks are either working or schedule a trip out of the house while we’re professionally serving your home.
Many of our clients decide to provide us with a key and/or an entry code if they have an alarm system for their home. All keys are securely marked and secured to maintain your security.
Note: If you do not provide us a key or way of access and you are not home to let our team members in at their scheduled cleaning time, a lock-out charge of the full cost of your cleaning may be applied. We understand this is a large fee. Our team relies on the income from the work you provide us.
What If I Need to Reschedule or Skip My Regular Cleaning?
Our team relies on the income they receive from cleaning your homes. Cancellations need to be communicated at least 72 hours prior to your appointment.
Same day cancellations or if our service is turned away upon arrival (ex: lock out, unable to access home) will be charged the full price of the cleaning.
Cancelations made between 24-48 hours prior to appointment will result in a fee 50% of the price of your cleaning.
What if someone in my household is sick?
The health and safety of our team members is our top priority. If someone in your household is sick, contagious, has diarrhea, vomiting (morning sickness not included), or has a fever, we WILL NOT clean your home. Please let us know before your cleaning so we may adjust our schedule. A call, email, or text is appreciated as soon as possible no matter the time or day.
What About Holidays?
Just like you, our cleaners deserve time off for holidays to spend time with their families. We are closed the following holidays and will not provide service. If your routine clean should fall upon one of these holidays, we will reschedule prior to the holiday:
Memorial Day, Fourth of July, Labor Day, Thanksgiving, Christmas Eve, Christmas Day, New Years Eve, New Years Day
Holiday Week Cleaning & Cancelation Policies
The week leading up to Thanksgiving and Christmas are one of our highest-demand weeks of the year—and also one of the weeks with the most last-minute cancellations across the cleaning industry.
To protect our cleaning teams and ensure reliable scheduling for everyone, these weeks are considered a Premium Cleaning Week.
What this means:
✔️ Appointments fill quickly
✔️ Special scheduling & cancellation policies apply
✔️ Last-minute cancellations directly impact our team’s pay and availability
For Premium Cleaning Weeks, and cancelation received 4-7 days prior to your appointment will result in a 50% cancelation fee. Any cancelation received 3 or less days prior to your appointment will result in a 100% cancelation fee.
We understand that unexpected situations arise. However, due to the high demand and limited availability during holiday weeks, illness-related cancellations are subject to the same policy.
If possible, we are happy to place your appointment on a holiday waitlist should another opening become available.
Do you GUARANTEE you work?
We most certainly do! If there is a problem wiht the service, or missed something, please let us know within 24 hours. You can email maggie@ecklercleaning.com. We want to know if there is a problem, because if a team member misses something at your house, they are probably missing it at other houses and we want to give them the opportunity to improve.
There are a few things that may nullify our 24 guarantee:
- construction occurring in your house at the time of clean
- you, your loved ones, or your pets walking on floors before they are dry
- asking us to use chemicals outside of our usual supply
Supplies & Equipment
Do you provide your own supplies?
We provide everything except for the toilet brushes. We ask that you have a toilet brush at each toilet. If you brush is over a year old, please replace it. Clorox disposable brushes do not provide a thorough enough clean.
Our certified professional cleaning teams are equipped with the best products & equipment available to professionally clean all areas and finishes of your home. If you would prefer a specific product to be used or if you have any allergies or fragrance sensitivities, please let our office know ASAP! A team member will not be permitted to use an unapproved chemical without training prior to visit. This is due to OSHA regulations.
Will We Send the Same Professional Cleaners Each Visit?
We love that you love your cleaner! We understand the benefits of the same professionals servicing your home or business each visit. We intend to dispatch at least one team lead who is familiar with your home unless due to sickness or any other emergency, we are unable to do so.
Additional Policies
What Happens if you find Pests in a home?
We are trained in household cleaning, not pest control. Any residence with an active pest issue including but not limited to rodents, cockroaches, bed bugs, fleas, termites, must have the problem resolved before a cleaner can service your house. This is a safety procedure to keep all customers’ homes clean and free from pests.
If a pest problem is found at the time of cleaning, the cleaner will notify the customer and their supervisor, and leave the house immediately and you will be charged the full price of your service. You will also be charged additional supply replacement fees as we will have to dispose of all supplies we brought into your house.
We will not return to clean until we receive proof the problem is resolved by a professional pest control company.
What temperature should my house be?
For the safety and health of our team members, we ask that you keep your thermostats at or below 75 degrees Fahrenheit. While higher temps may seem cool to you, we are doing physical labor, and the summer heat can be tough on us. Temperatures exceeding 80 degrees can be dangerous for the team and we cannot stay to clean in hazardous conditions.
How do you handle damages?
Accidents happen. If we are responsible for damages within your home, we will notify you as soon as we are able. We will make every attempt to repair, replace, or pay for the broken item.
We will not assume liability of pre-existing damages such as (but not limited to) scratches, dents, cracks, and peeling paint. All floors and surfaces are assumed that they are sealed and ready for cleaning unless we are notified in advance.
What is the difference between Damage ad Wear and tear?
Wear and tear is a normal part of living in a space. Baseboards, caulk, wall paint, shower floors are some of the places where general wear and tear can occur. It may take multiple cleanings for these areas to look their best. In some cases, maintenance or repair will be needed to bring these areas back to their original shine. We can recommend a contractor
for these types of jobs.
Oops, rover made a mess on the floor
While we are a pet friendly cleaning service, we are not certified in biohazard clean up. We have made the decision not to train employees in bio clean up in order to keep training and insurance costs down. This has a direct effect on your rate. If your pet poops, pees, vomits, bleeds in your home, we will not be able to clean it up. Thanks for your udnerstanding!
I’m a smoker. Is that ok?
You do you! We are judgement free. However, the health and safety of our team members is our #1 concern. It is important that we keep our team members away from unhealthy environments. We currently are not accepting new clients that smoke inside their homes. Also, smoke damage and residue require specific certifications and training to properly remove. We do accept clients that smoke outside of their house.
I have a right to bear arms, especially in my own home.
Yes you do! However, safety is our #1 concern. We ask that all firearms and weapons be locked away during your cleaning service. If a cleaner feels like their personal safety is threatened, they will leave the cleaning site immediately.
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