FAQ
Common questions and answers just for you.
Thank you for using Rise and Shine as your cleaning service. Please read over our faq’s, policies and guidelines. We like to give all of our customers’ expectations up front and keep guidelines in place in order to deliver a professional and dependable service. Please read over them and let us know if you have any questions or conflicts.
How much do you charge for house cleaning?
Our pricing is based on many factors including the size and condition of the home.
What are your payment terms?
Payment is required at the time of service. We require a credit card on file for all services and a 50% deposit for first time or one time cleanings.
Are your team members trustworthy?
Our team members are carefully selected through an extensive hiring process. Every team member undergoes our Perfect Maintenance Training Program and adheres to our customer first philosophy. Rise and Shine performs criminal background checks on all of our team members. We are licensed, bonded, and insured.
Will I have the same house cleaner each time?
We make every effort to send the same Cleaning Technician each visit so you get to know each other. However, sometimes due to illness, vacations, or other reasons beyond our control we may have to substitute another Technician to clean your home.
Must I be home when you clean?
It is not necessary for you to be home, and the majority of our clients prefer not to be. For your peace of mind, all of our staff are fully insured and bonded.
Do you pay your house cleaners a living wage?
Rise and Shine offers one of the best compensation packages in the industry.
Are you a franchise?
We are a local, family owend business.
Do you require a contract?
We never require a contract?
Are there any cleaning area restrictions?
Unfortunately, we drive small cars and only have available space for 4 foot step ladders. If there is something on the list that we cannot reach with our equipment, we will not be able to clean. Generally speaking we can clean up to 12 feet. No outside cleaning, AC living space only. We are not equipped or trained to clean outside areas. This includes porches, windows, garages, etc.
What is your policy regarding breakage & damages?
Accidents are bound to happen. We hate it when they do and we do our best to prevent them! The following is critical communication regarding our breakage policies: 1. Sometimes breakage occurs when there are “booby traps.” Those are accidents waiting to happen (pictures not hung securely, top heavy items with unstable bases, tippy objects). Each incident is reviewed on a case by case basis. We cannot take responsibility for “booby traps.” Please move unstable breakables to a place we do not clean (we do not clean curios, china cabinets, or clear wet bar shelves). 2. We will pay up to $100 per breakage item, when value is verifiable. Please move expensive figurines or glassware to an area we do not clean, or have us skip the area completely if you do not wish to accept the risk. 3. In some cases, we will have the broken item repaired by a professional restoration company. Breakage values over $25 must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection. Breakage must be reported within 30 days of discovery.
Why does the first and possibly the second cleaning take longer?
Our first cleaning visit is more like a very deep cleaning and depending on the size and condition of the home a second deep cleaning may be required in order to provide a thoroughly cleaned home. Before we can begin regularly scheduled maintenance cleaning of a home, there are a variety of first-time tasks that require extra time and effort.
Will cleaning always be done on the same day?
With the exception of severe weather or holidays, your cleaning day will remain the same for regularly scheduled service (i.e. weekly, bi-monthly). However, should there be a need to change the day or time, we will make every effort to notify our clients within 24 hours of the regularly scheduled cleaning service.
What is your cancellation policy?
Although a 5 day notice is appreciated, we must at least have a 48 hour notice prior to cancelling or re-scheduling service. We have added a schedule change form to our website to make this easy for you. Once you have submitted the form online, you will be contacted by the end of the business day to reschedule services (REQUEST MUST BE SUBMITTED THROUGH WEBSITE OR EMAIL) www.shinethis.com or info@shinethis.com. If Rise and Shine does not receive a notice 48 hours prior to your cleaning it will result in a cancellation fee equal to 50% of your rate. Being on the schedule means that we are reserving a time slot for your home, and if cancelled last minute we have no way of filling that spot and the arrival times for other customers change at the last minute.
What is the 100% Guarantee policy?
Rise and Shine guarantees our work. If the job is not done according to what you were quoted, we will come out and correct the problem within 48 hours, at no extra charge. Please do not correct the issue without a Rise and Shine staff member seeing it. Any issues notified later than 48 hours after the cleaning will be handled on the next scheduled cleaning and noted in the file.
How long will the cleaning take?
How long your house cleaning will take depends on many factors.
How many cleaning technicians will you send?
For first time deep cleans we may send a team of two house cleaners. For recurring service we will send a solo cleaning technician.
What if I prefer team cleaning?
We've found that sending a solo house cleaner is more efficient and enables us to offer a higher quality of service.
What is your policy regarding "one-time" services and initial deep cleans?
This quote is an ESTIMATE only. If it takes less or more than the time given above then the customer will pay the amount of hours we actually cleaned. All houses have different levels of dirtiness and unique situations; therefore an exact quote is not possible.
Who provides the needed supplies and equipment?
We provide all cleaning supplies and equipment, but if you would like for us to use yours, we can. However, we are not liable for any damages that your supplies may cause to areas applied. Our supplies are proven and tested, and more importantly the maids are trained on how to use the supplies that Rise and Shine provides.
What is your policy regarding skipping scheduled services?
If you are a routine customer and call to reschedule for any reason, your quote will apply for your rate for the changed time period. For example, if you are bi-weekly but skip a cleaning, the next time we clean your monthly rate will apply. This is fair due to the extra dust and dirt build up in the house. Also being a bi-weekly customer means we have reserved your spot in our schedule to be cleaned by the same team at a consistent time. If customers skip it will affect that team’s entire day’s schedule. Lastly it is not fair to the monthly customers who pay a higher rate for monthly cleanings, and a bi-weekly customer who is actually only cleaned once that month, but remains at the cheaper rate.
What products do you use?
Barkeeper’s Friend:
- Ideal for kitchens and bathrooms. We use it on sinks, tubs and showers. Works great on stainless, porcelain, ceramic, brass, tile and chrome.
Shaklee Basic H2 All Purpose Cleaner:
- Gentle on the planet. Sourced from natural cleaning agents. Removes dirt, grease, and grime from any washable surface.
Soap and water:
- Anti-bacterial cleaning agent. Great for televisions and electronics. We also use it to clean marble, granite, and other stone materials.
Vinegar and water:
- Ideal for areas with mold or shower scum build up. Can also be used to clean stainless steel materials, wood floors and much more!
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