Help & FAQs

DAY OF SERVICE

We ask that the Cleaners arrive to your home within 2 hour window. Cleaning homes can be unpredictable. On the occasion your cleaning professional is running unusually late, we will notify you and discuss options.

Not at all! If you need to be out and about that day, don’t worry. Just be sure to provide specific entry instructions to avoid a lock-out fee.

We make sure that all of our cleaners are pet lovers!  However, we do require that all dogs are secured away so that we can spend out time cleaning instead of being distracted :).  We will charge a lockout fee if we arrive to a home with pets loose and no pet parents present. 

GETTING STARTED

We will send one or two cleaners for nearly all jobs. While we can send more cleaners for exceptionally large homes, we have found that sending more than two cleaners is redundant and inefficient in most circumstances. Each cleaner(s) come fully equipped with cleaning kits and vacuums so you won’t need to supply a thing.

We will happily accommodate your cancellation or reschedule any time up to 5pm the day before your scheduled appointment. If you need to cancel or reschedule please do so by calling our office at (585) 302-9009 or email us at [email protected]

If you cancel later than 5pm the day before, you will incur a 50% cancellation fee or a 25% reschedule fee. Part of this fee goes to our cleaners to compensate them for not getting paid that day.

If you’re within the Rochester NY area, absolutely.  If we can reach your home within 45 minutes of Rochester New York, you’re in like Flynn!  : -)

ONLINE BOOKING

Yes, you will receive a confirmation email AFTER a cleaning provider has been assigned to your cleaning.

The initial email that you receive is confirming your request for a cleaner. Once a provider has been assigned to your cleaning, you will receive a confirmation email.

You can log into your accounts by clicking here.

We price based on the number of bedrooms and bathrooms in the home. Select the number and the price is shown instantly on the website.

Ready to book? Head on over to our booking form.

It’s as easy as pie! You can book online in 60 seconds by filling out our booking page here. If you’d prefer to book over the phone, feel free to give us a call and one of our support representatives will be happy to assist.

PAYMENT

Credit  card information is required to hold a reservation. You are NOT charged until after your cleaning is complete and we will email you the receipt immediately after payment.

Payment is collected for appointments only after a service has been successfully rendered. Final appointment costs will be automatically billed to the credit card on file. Typically, this takes place within 24 hours of the completed appointment.

Please note there may be a pre-authorization check on the card the day before your cleaning appointment. This is not a charge.

PRICING & POLICIES

If something is not done to your expectations, please let us know. We’ll send a team out to make it right (within a 7 day window). If after our re-clean is completed and you’re still not happy with service, we offer a full refund.

If you’re not content with your cleaning, we will come out and re-clean (within a 5 day window). If you still don’t think we did a good enough job to recommend us to your friends, we’ll refund your money.

Sure thing. Simply respond to your confirmation email or log into your account and add any comments you would like to be applied to your service.

We bring our own cleaning supplies but please let us know if you have any special requests and we would be happy to accommodate you if possible.  Alternatively, we can use green products if you would prefer.  Please let us know if you would prefer green cleaning services so we can plan for this.

Standard cleaning takes into account everything that involves cleaning a home or apartment.  Cleaning/vacuuming floors, cleaning bathrooms, kitchen, living room, dusting, etc.  We do offer extra services like cleaning inside the fridge and inside the oven, and those can be selected on the booking form when you select service.

TRUST & SAFETY

Your cleaners clean with great care and are considered cleaning professionals. Unfortunately, accidents still can occur.

If you have  something in your home that’s very important to you such as an heirloom, you may consider asking the cleaner to leave that item alone or relocating to a safe place. The cleaning professionals are responsible for their own work. If there is any breakage or damage, they will handle this issue with you directly.

At Home Maids Referral Agency is not the employer of the cleaner we refer to you.

Yes they do.  We run a detailed nationwide background check on all applicants as the last step in our pre-screening process.

We have three levels of security in place.

First, our booking form has its own layer of 256 bit security.

Secondly our booking page is protected by an extended validation cryptographic key known as ‘SSL’.

Third, credit card transactions are processed by Stripe and is layered on their own 256 security protocol. In addition, no credit card numbers are stored in our system (only a token that allows us to charge the card). Rest assured we take security very very seriously.

If something goes wrong we’re here to make it right. Please let us know right away and we’ll be there to take care of it.  That’s our promise to you! For ultimate protection and peace of mind, we recommend securing or removing any valuable or personal items prior to your appointment. Please be advised that our policy does not cover theft or missing items.

All of our folks are interviewed and pass a nationwide detailed background check. Only about 10% of the people that apply end up working as an at home maids certified cleaner.