Frequently Asked Questions
Services and General Questions
What is the difference between Standard Cleaning, Deep Cleaning, and Heavy Cleaning?
LizMarie Cleaning Services’ Standard Cleaning includes taking care of all rooms, making beds, and cleaning bathrooms and the kitchen. Sweeping, vacuuming, and mopping. Dusting off and wiping down all surface areas. Stove top cleaning, cleaning the exterior and interior of the microwave. Outside of the Fridge. Taking out trash collected throughout the cleaning process.
A Standard Cleaning is a service that we offer to all clients that have their homes cleaned regularly by professional individuals or professional cleaning companies.
A Deep Cleaning includes everything a standard cleaning service offers, but it requires more time and attention to detail. Typically added as an extra service when a home has not been cleaned professionally in some time. In some cases, it could be a few months in other cases it could be a few weeks. When there is visible dust, cobwebs, or even pet hairs throughout the house when a home requires extra attention to different rooms around the house. Or when your home just needs extra attention and additional time is required to carry out different tasks around the house compared to a regular standard cleaning It includes dusting off and collecting visible dust on baseboards all-around your home.
A Heavy Cleaning includes everything a standard cleaning service offers. It requires twice as much time as a standard cleaning. A Heavy Cleaning is a service that we offer to homes that have not gotten the attention they need in some time. We understand that keeping up with your home can be difficult at times. That is what we are here for. A Heavy Cleaning is a service we offer to clients when there is visible dust everywhere throughout the house, visible cobwebs, or visible pet hair all over. When there is lots of cooking grease buildup on your stovetop. Mold, mildew, rust, lime, or calcium buildup in your bathtubs and toilets. When there are lots of misplaced items on your floors, beds, tables, etc. It includes dusting off low ceiling fans, collecting visible dust in reachable air vents, and removing visible cobwebs throughout the house, Generally, all of this occurs when homes have not been professionally cleaned for long periods of time. In some cases, it could be months, in other instances a year or more. Having multiple family pets living in your home can be a good reason for requesting a heavy cleaning. This type of service will require a lot more time than a deep cleaning service. We will make sure to clean, tidy up and organize misplaced items all around your place as best we can, to make sure your home looks and feels as comfortable, relaxed, and visibly clean as possible.
We understand that each home is unique, that is why our cleaners may make recommendations if they believe your home needs a Deep Cleaning or an Heavy Cleaning. Our services are customized to each of our client’s specific needs. Therefore, we offer extra services to meet each client’s needs. Extra services are as followed:
Inside Fridge (Empty/Occupied)
Inside Cabinets (Empty/Occupied)
Dishes (Hand Washed)
Exterior Window (The windows must be able to be opened from the inside)
Inside Washer & Dryer
Laundry (Wash Only and Wash and Fold)
Inside Closet (Empty/Occupied)
Garage Cleaning (Empty/Occupied)
These are Extra services that you can add for an additional fee. Also, depending on the status of your home, we may need to make adjustments and charge you for a Deep Cleaning or a Heavy Cleaning. We will let you know in advance if that will be the case.
Why charge for dishes, I have a dish washer?
Sure our team of cleaners can put the dishes that are in your sink in your dishwasher, the requirement for that is that dishwasher must be empty, we also highly recommend dishes should not have any stuck on food. To avoid the hassle we can add Dishes Hand Washed as an extra service. Our cleaners will make sure your dishes are sparkly clean, dried and put away.
Do you make the beds?
Making the beds is included in any type of cleaning service you select. If you would want us to change the bedsheets on any bed. Please make sure to have the new/clean bedsheets ready, preferably placed on the of the beds that need to be changed.
How long will it take to clean my house?
The duration of the cleaning varies depending on the type of cleaning that you book as well as the status of your home. Our cleaners work as efficiently as possible to make sure that they finish quickly with the best results possible that will leave you with a smile. If requested, we can keep you updated on the process and provide an estimated time of job completion as well.
Do I need to be home during the cleaning?
You are more than welcome if you choose to stay. We understand that you are busy, and we DO NOT expect you to be there during the entire duration of the cleaning service. It is your choice to stay or go out and make the most of your free time. You also have the option to leave hidden keys, provide a code, have keys placed in a lock box, have friend or relatives open the door for the cleaners, or front desk authorization if you live in a high-rise building. We will make sure to turn all the lights off and make sure all the doors are locked behind us upon job completion.
Can I request the same cleaning team every time?
We will try our best to send the same cleaners each time. If your usual cleaners are not available due to schedule conflict. We will let you know so you can either choose to reschedule at a time that will suit you best, or we can send a different team who are equally dependable, respectable, responsible, and thorough as your usual cleaners.
What if I am not satisfied with the cleaning?
Our client's satisfaction is of utmost priority to us, and we do the best that we can to make sure that you are satisfied with the cleaning service we provide. In the unfortunate event that you are not satisfied with our service, the issue must be raised with us within less than 24hrs of the completion of service. We will professionally handle your complaint to reach a fair and positive resolution for both you and our cleaners. We would ask you for evidence of the areas that our cleaners have missed and ask you to send such evidence via email for us to investigate. At the same time, we will reach out to our team of cleaners for questioning regarding the matter. In which case our management team will make the decision as to whether your claim is valid or Invalid. If your claim is valid we will make sure to send in our team of cleaners to reclean such missed areas at no extra cost to you. Please note that we DO NOT issue any refunds.
Can your team of cleaners do laundry for me?
Yes, we can! We can add Laundry as an extra service to your cleaning appointment. we offer three options for laundry service. Washing, Washing and Drying and Washing Drying and Folding. We charge per load. Our cleaner will make sure that all your clothes are facing right side up after washing and drying, and they will fold or hang your clothes in a proper manner depending on your request.
The number of laundry loads our cleaners can accommodate is based on the amount square footage of your home and additional services being requested. Normally one load takes about forty five minutes to an hour on average to wash and about 30- 45 minutes to dry, and and about 15-20 minutes to fold a load. We do ask you to kindly provide Laundry detergent, softener, and bleach (If needed). Also, it is crucial to make sure that ALL dirty clothes are piled up into a single batch, to ensure that our cleaners can perform the task at hand as efficiently as possible. We can not go around the home collection clothes to be washed.
How many cleaners should I expect?
Here at LizMarie Cleaning Services, we believe that to be more efficient and productive a team of two (male and female) should be sent to each appointment. In some cases, we will send larger teams depending on the size (Sq. Ft.) of your home and additional services being requested. In some cases we can send 3-4 people if your home is considered to be a large task, or classified as a Heavy Duty job.
Are your cleaning teams pet-friendly?
Yes! We love pets! All of our cleaners do!
LizMarie Cleaning Services is a pet-friendly company. We understand that pets are part of the family, an extremely huge part of the family. Though not a requirement, we prefer pets to be restricted from the areas we clean, so that our team of cleaners can clean your home more efficiently and more efficiently. During the cleaning, you may take your pets to a safe place, such as another room or other floor level. we understand pets can be curious, we actually encourage you to introduce your four legged family members to out crew After that, we highly recommend they be at opposite side to where the teams are cleaning. It is well known that some pets are highly sensitive to loud noises and the sound of the vacuum may startle them or make them feel nervous or uncomfortable.
Do you bring your cleaning products and equipment?
Yes, we do! Our teams will arrive with all the cleaning materials and supplies they need. We only use the best green cleaning products possible. Although we may occasionally ask to provide a vacuum to clients that live in high-rise buildings due to building restrictions/rules. If you have any preference in cleaning products to use for your home or if you prefer us to use your cleaning products, we would be happy to comply with your request.
What cleaning products do you use?
Lizmarie Cleaning Services makes conscious efforts to help the environment that is why we use green cleaning products that are as equally effective as their conventional counterparts.
Do you offer gift cards?
Yes, our gift cards come in many denominations and have an expiration date of twelve months. Please be advised that once purchased, it may not be returned or refunded and is not redeemable for cash.
How may I pay for my services?
We would always want a seamless transaction between our company and our clients. We accept credit card payments from VISA and Mastercard, and digital payments networks such as Quick Pay Zelle PayPal, Venmo, or Cash App. Since we coordinate all our appointments in advance, we will ask for a non-refundable deposit (20-30% depending on the total service fee) to hold and keep your appointment spot. The deposit can be made through QuickPay/Zelle and will be deducted from your total service fee upon service completion. Full payments are due on the day before your cleaning service is completed.
What is your refund policy?
We believe that cleaning is a very personal and human service, and we realize that occasionally an area may not be cleaned to your satisfaction. We do not process any refunds, but Lizmarie Cleaning Services will happily re-clean any missed areas that you are not satisfied with. Just let us know of any issues or concerns within 24 hours of your cleaning and we will do our best to make it right.
How can I update my payment information?
There are multiple ways you can update your payment information. You can log in to your account to make such changes, you can also contact our friendly customer service team to update your payment details or you can send us a text at (773) 798-2008 asking for assistance with payment info.
Do your cleaners expect a tip?
At LizMarie Cleaning Services we do not require or expect you to tip our cleaners. If you are a strong believer that hard work pays off and you believe that hard work should be rewarded any amount of gratuity given will be highly appreciated. Gratuity is a powerful way to say thanks to your cleaning professionals and all their hard work.
How far in advance should I book my cleaning appointment?
LizMarie Cleaning Services take appointments anywhere from today up to one month in advance. You may call our Customer Service Representatives to find out if the day and time that you prefer is available. Weekends and morning appointments fill up very quickly, so we advise booking a few days in advance to ensure the time slot desired.
Do you offer recurring cleaning services?
Yes, we do! We encourage you to book recurring services. That will dramatically increase the cleanliness of your home and ensure you have a worry-free and stress-free life knowing that your home is always as clean as possible. We offer weekly, bi-weekly, every three weeks, and monthly recurring bookings.
One of the perks of having a recurring service is that we offer discounts! The discounts will automatically be applied starting on the second cleaning appointment.
What if I need to reschedule, skip, or cancel my appointment?
We understand that things come up suddenly and may need to reschedule, skip, or cancel your appointment. Kindly give us 24 hours' notice should you want to make any of these changes to your appointment, we will coordinate with our cleaners accordingly. You may call our Customer Service Representatives or chat with us online via text or email.
Our Cancellation Policy
Please be advised that failure to provide us notice within the required timeframe, will result in a cancellation fee, which will be 20-30% of the total cleaning service amount. If the total amount of your cleaning service appointment is $200.00 or less, a 20 % cancellation fee will apply. Anything over $201.00 and above will have a 30% cancellation Fee.
Our Rescheduling Policy
Our goal at LizMarie Cleaning Services is to provide the highest quality services promptly. In order to do promptly so, we need to implement an appointment rescheduling policy to enable us to utilize available appointments for our clients. The following fees will be applied: 15% of the total cleaning fee will be charged if rescheduled 5-6 hours before the cleaning appointment, while 20% of the total cleaning fee should you reschedule 3-4 hours before the cleaning appointment and 30% of the total cleaning fee if the rescheduling request is done 1-2 hours before the appointment.
Our Payment Policy
At LizMarie Cleaning Services, we value your trust and are committed to providing a seamless booking and payment experience for our clients. Please take a moment to review our payment policy:
Credit Card Details: To secure your cleaning appointments, we require credit card details from all our clients. This information is solely used to reserve your chosen spot and is kept secure and confidential.
Cancellation or Rescheduling: If you need to cancel or reschedule your cleaning appointment, please notify us at least 24 hours before the scheduled date. This allows us to accommodate other clients and adjust our schedules accordingly.
Temporary Hold: To secure your cleaning appointment, we temporarily hold the funds in your account 24-48 hours before your cleaning appointment. The actual charge will be processed after the cleaning service is completed.
Debit Card Users: If you have used a debit card, the billing process may vary depending on your bank provider. While some users may see a temporary charge, rest assured that we will not access the funds until after the service is completed.
Security: Our payment system employs a 256-bit SSL encrypted method, which is one of the most secure encryption methods available for payments. Your financial information is safeguarded to ensure your peace of mind.
LizMarie Cleaning Services adhere strictly to this policy to prevent lost wages for your cleaners.
⚠️ Service Exclusions ⚠️
Here at LizMarie Cleaning Services, we do our best to keep your home clean and ensure client satisfaction in every cleaning however, there are some things that our professional cleaners will not be able to clean such as:
Detailed Cleaning of Chandeliers and other light fixtures
Cleaning Diaper Caddies
Folding large amounts of clothes
Animal waste (pet urine, rodent droppings, or excrement)
Cleaning hard-to-reach areas or anything that cannot be reached by a 3 feet step ladder.
Exterior windows that cannot be opened from the inside.
Moving large objects, furniture, stove, fridge or anything heavier than 25 lbs.
Large scale trash that has already been collected in the house
Homes with critter infestations.
Areas that have blood contamination
Changing or Placing New Bed Skirts
Unfinished spaces ( Unfinished basements, Unfinished attics, Crawl spaces, Storage spaces )
Detailed Cleaning of Air-vent covers
We do not remove paint off floors or any other surfaces