Help & FAQs
1. Do you service my area?
We currently service Frisco, Prosper, Celina, Little Elm, The Colony, Lewisville, Plano, McKinney and Allen. You can see a complete list of our service areas on our Service Area page.
2. What is included in a standard cleaning?
Kitchen/Eating Areas 1. Dust (including under items and tops of things) 2. Countertops 3. Floors 4. Corners 5. Microwave: inside and outside 6. Outside of all Appliances 7. Refrigerator-freezer: top, handles, and sides 8. Cabinets 9. Chrome 10.Stainless steel
Bathroom Cleaning 1. Dust (including under items and on tops of things) 2. Countertops 3. Floors 4. Corners 5. Behind toilet and trashcan 6. Shower: walls and doors 7. Chrome 8. Mirrors 9. Toilets 10.Mildew, soap scum and water stains
Living & Bedroom Cleaning 1. Dust (including under items and tops of things) 2. Windowsills and ledges 3. Window blinds 4. Ceiling fans 5. Minor organizing 6. Bookshelves 7. Floors 8. Corners 9. Air vents 10.Molding
3. How much will it cost?
You can find out now by booking service online. You will see the final price on the form before you confirm appointment.
4. Do I need to be home when the housekeepers arrive?
No, you don’t need to be home! Many of our customers choose to have us clean while they’re away. Just be sure to leave us clear instructions on how to access your home, and we’ll take care of the rest—making the most of your valuable cleaning time!
5. Is it ok if my pet is home when you clean?
Yes, of course! We’re very pet-friendly and would love to meet your furry friend while we’re cleaning. Just let us know if there’s anything we should keep in mind while we’re there!
6. Do I need to provide any supplies?
Nope, you don’t need to worry about a thing! We bring all the products, equipment, and materials needed to get the job done right. If you’re curious about the products we use, you can learn more about them here!
7. What is your cancellation policy?
We want to make sure you have the flexibility you need. You can easily cancel or change your appointment up to 24 hours before it starts without any extra charges. If you need to make changes less than 24 hours in advance, we understand that sometimes things come up, but we will need to charge the full price for the appointment. We appreciate your understanding!
8. Will the Initial Cleaning Take Longer Than the Ones That Follow?
We’re so excited to help you get your home sparkling clean with House Hug Cleaners! The first cleaning is always the most thorough, as we work to bring your home up to a beautiful maintenance level. This initial visit might take a bit longer, and that’s because we tailor our cleaning to your unique home. Factors like the number of pets, kids, or people living there, the level of buildup, your decorating style, and the size of your home all play a role in determining the time needed.
Many of our wonderful clients at House Hug Cleaners prefer to schedule regular cleanings, whether that’s weekly, bi-weekly, or monthly. Our most popular options are bi-weekly and every four weeks, and for good reason! Regular visits not only keep your home looking its best, but they also help keep the cleaning time and costs down for you.
If you prefer to use our services less frequently, that’s perfectly okay too! Just keep in mind that the more time between visits, the more buildup there will be, which means each visit might take a bit longer. But don’t worry, we’re always here to help you keep your home beautiful and clean, no matter how often you need us!
9. Do I Need to Be Home for the Cleaning?
You’re more than welcome to be home during the cleaning if you’d like, but it’s completely up to you! When you book with us, we’ll just ask if you plan to be there or if you have a preferred way for us to enter your home if you won’t be around.
For your first visit, many of our clients enjoy being present to give our team a warm welcome and show them around. It’s a great opportunity to point out any special areas you’d like us to focus on or avoid. But don’t worry if you can’t be there; we’re flexible!
For our regular clients, it’s common to leave a spare key or share a key code with our trusted, insured cleaning professionals. This way, we can take care of your home even when you’re not there. Whatever makes you feel most comfortable is perfectly fine with us!
10. What If I Just Want to Book a Few Hours of Cleaning With You?
Of course! We’re happy to accommodate your needs if you’re looking to book just a few hours of cleaning. Many of our clients prefer to schedule a specific number of hours to fit their budget, and we’re more than happy to work with you to make that happen. We charge by the hour, and we’ll work together to create a priority list for your visit. This way, we can focus on the most important areas and make the most of the time we have together. Just a heads up, we do have a 3-hour minimum, but we’re flexible and here to help you get the cleaning you need!
11. How Does Payment Work?
We’re all about making things easy and convenient for you! To secure your booking, we kindly ask that you provide a credit card. Don’t worry, this is just like booking a hotel room! About 48 hours before your cleaning, we’ll place a hold on the card for the amount of the booking. This hold will stay in a pending status until the cleaning is complete. Once your cleaning is finished, the charge will process, just like when you check out of a hotel. This way, we can ensure that everything runs smoothly and efficiently for both of us!
12. Do Your Housecleaners Accept Tips?
Tips are never expected, but they’re always a lovely surprise! If you feel like showing your appreciation for our team’s hard work, we’re more than happy to accept it. Some of our clients like to leave a small tip after each visit, while others prefer to give a bigger thank you at the end of the year. Either way, it means the world to us!
We also love hearing that our work has made a difference for you. If you have a moment, leaving a review on our website or Facebook page would be amazing! It helps us spread the word and let others know how much we care about providing the best service possible. Thank you so much for your kindness and support!
13. What If Something Is Broken or Damaged During the Cleaning?
At House Hug Cleaners, we pride ourselves on hiring cleaners with the highest integrity. If anything is broken or damaged during a cleaning, our team is trained to shine a light on the issue right away. They’ll take photos and report it immediately, without any fear of reprimand. We understand that accidents can happen, even with the best care, so we want to be upfront and transparent about any issues.
Each of our cleaners is meticulous and respectful of your space, but we’re all human, and sometimes mistakes occur. Once we’re aware of any damage, we’ll reach out to you promptly to discuss a fair and quick resolution. We’ll do our best to repair or replace any broken items. Plus, all our residential cleaners are fully insured, so if needed, we can file an insurance claim.
To ensure the safety of your treasured items, we kindly ask that you put any irreplaceable belongings away or in a safe spot before we arrive. If you have any concerns, please let us know during booking. Just a note: we can’t replace or repair items that were already damaged or improperly installed before our visit. We’re here to help and want to make sure everything is taken care of with care and respect!
14. Do you offer deep cleaning services?
We absolutely offer deep cleaning services! Whether you’re looking to give your home a thorough refresh or tackle those hard-to-reach areas, we’re here to help. Our deep cleaning services are tailored to your needs, so we can focus on the areas that matter most to you. From detailed kitchen and bathroom scrubs to thorough dusting and polishing, we’ll work with you to create a customized plan that leaves your home feeling fresh and revitalized. Let us know what you need, and we’ll take care of the rest!