What do I need to supply when you come to clean?
Nothing. We provide all of our own cleaning supplies and equipment. We do not typically clean surfaces that can not be reached without a ladder, unless a special arrangement has been made. To avoid accidental harm to your collectibles and other valuables, we do not clean inside curio cabinets or areas with numerous nicknacks, unless you personally remove these from the area for us to clean.<>
What if something breaks?
We value your home and your belongings, and it is our goal to make your life easier, not more stressful! However, in the event that the unexpected occurs, we will leave you a note indicating the details of the mishap and we will arrange time to discuss the incident. We will pay for, repair or replace the damaged item, or we will utilize our insurance in the event that it is necessary to cover the expense. Because of this, we will not clean valuables such as crystal and collections with obvious sentimental value, as well as curio cabinet interiors. We may also avoid cleaning sensitive items such as plasma television screens, computers, other electronic devices, and associated wires or plugs.
Are you insured?
Yes, we are fully insured.
What if I'm not satisfied with a cleaning?
We guarantee 100% satisfaction. If you are not satisfied with our cleaning for any reason, contact us within 24 hours of service, and we will return, at our expense, to correct the problem. We will correct all issues that fall within the scope of our agreed upon service, however, we DO NOT provide refunds.
Do you wash laundry or dishes?
Under custom cleaning, you have the option to have bed lines changed for $10 per bed. If you wish to have a whole house cleaning, we will remove all linens first, wash and dry these while we are cleaning the rest of the house, and return the freshly washed linens to your beds (unless you prefer something different). If you order custom services only, and they do not include a minimum of two hours of work, we will not have time to wash and dry your linens during our visit. If time permits, we will empty a full/clean dishwasher (upon request) and we may leave clean dishes that we cannot find a proper place for on the counter. We will also start the dishwasher if it is full. There is a charge for additional laundry service.
Should I do anything to prepare for cleaning service?
You can help us to provide you with exceptional cleaning service by following these steps
- Pick up and straighten before we arrive so that we can focus on cleaning. This is the most effective use of your money and our time, and it also eliminates your not being able to find stray objects that we would put away in the wrong place, such as a remote control.
- Place fresh linens on the beds if you would like us to strip the sheets and remake the bed with clean linens (unless you prefer we wash, dry and return your linens to the beds).
- Hang picture frames and mirrors on sturdy wall hooks apparopriate for the weight of the hanging item. Also inspect the hanging wire and replace if deteriorated. Place bumper guards on the backside corners of wall hangings to keep the wall paint from getting scratched.
- Check and repair loose or broken items such as towel racks, toilet paper holders, microwave and refrigerator handles, glass shelves, etc.
What should I do with my pet while you are cleaning?
We are a very pet-friendly service. We love our families pets, and we hope you will consider us for your pet care while you travel, or if your fuzzier family members need a break during their day. However, if we do not have an established relationship with your pet (meaning, we have not provided pet care to you already), we would ask that you contain your pets during our visits so that we do not risk harm to either them, or ourselves. We do not let out any pets during our visit (unless you have requested pet-sitting services), so please make arrangements for their potty time.
What time will you arrive?
We clean from 8 a.m. until 5 p.m. While we cannot tell you the exact time of arrival, we can give you an estimated time (generally a 2 to 3 hour window). You may certainly request a service time and we will do our best to schedule service near that time.
Do I need to be home when you come?
You do not need to be home when we clean. Many customers provide us with a key. All keys are coded and secured when not in use. Customers who use a security alarm frequently assign us a user security code. For apartment and condominium complexes, we typically register at the front desk and sign out a key.
Who will provide my services?
Currently, all services are provided by Kristen Feutz, owner and co-founder of Humble Helper. When additional Helpers join our crew, you will be notified and consulted before they provide you Humble Help.
What if I need to reschedule or cancel an appointment?
You can reschedule or cancel an appointment on our website, or call the office at 904-551-0772. If you have recurring service, there is no fee if you reschedule a visit for a different day during the same week. There is no charge for cancellations made prior to a 36-hour notice. However, we charge your full rate fee for cancellations made with less than 36-hour notice and not rescheduling. If you skip a cleaning your next cleaning will be for the rate that applies to that time line.
Example: If you are weekly and change to bi-weekly you will be charged the bi-weekly rate.
What if my routine cleaning falls on a holiday?
Our availability is 100% transparent. You can view our online scheduler here, at anytime to determine our current availability. We empower you to plan ahead, up to three months in advance, and you have 36 hours to cancel if you have a change of plans and will need your services sooner or later than originally thought. If a routine cleaning happens to fall on a major holiday, you will notice we are not available to work on those days.
To schedule a service, we require a 50% deposit for the requested services. This is also the fee we charge for missed appointments, or late cancellations. Once our service has been provided, we request the balance due at that time. You have the option of paying the balance either by check, cash, or through the online scheduler where you will make the original deposit. If there is no payment at time of cleaning we will not clean and you will be charged $30.00 for time and travel.
Method of Payment
Visa, MasterCard, PayPal, Check or Cash
The frequency of house cleaning determines your rate. The more frequently you request our services, the lower the cost is to you. If there are more than 6 weeks between cleanings, your next house cleaning will be considered a "Initial Clean" price again, as the cleaning is likely to require more than typical of a regularly-recurring cleaning. We understand that there are many things that happen in life that we can not predict. However, we do expect a 48 hour notice of cancellation so that we may utilize our time effectively to help another family in need. We request that you reschedule, or cancel, your scheduled service online, within 48 hours, or more, of your currently scheduled appointment. If not, you will be charged the 50% deposit you made to secure the appointment. The same charge applies if we arrive at your home, and we are unable to get in, or if we arrive at your home and we are not able to clean for any reasons that we are not responsible.