- Do I have to sign a contract?
No, there are no complicated contracts or paperwork for you to sign therefore there is no obligation on your part to keep using us as a cleaning service if we haven’t impressed you – this puts the pressure on us to provide you with an excellent service. The only thing we ask is, if you must postpone a regularly scheduled appointment, that you do it at least 48 hours in advance. Our house cleaners are paid for each home they clean – a postponement without enough notice to reschedule another appointment directly affects the housekeeper’s income.
- Am I obligated to accept your terms and conditions, and policies as disclosed on this website?
Yes you are – we believe in structure and also transparency. Such terms and conditions, and policies are industry standards and guidelines that set forth what our relationship is, the service we provide, and legal definitions. All companies have them but not everyone makes them so visible and they are often overlooked or else referred to as “small print”. You should familiarize yourself with them, not only with us but other companies you may be considering, they are there to protect all our interests.
- What is a labor-hour?
Generally, our service providers work in teams of one or two, and sometimes three or four. Our pricing is based on how long each job is estimated to take with just one person. When more than one person is assigned the amount of time is reduced. For example, if you were scheduled for a six labor-hour service and two service providers are assigned, the total in-home cleaning time is three hours. If three service providers are assigned, then the cleaning time is two hours.
- Do you guarantee your work?
Your satisfaction is guaranteed at White Glove. If you are not happy with any area we’ve cleaned, simply let us know within 24 hours and we will come back out and re-clean it free of charge. This makes hiring White Glove virtually risk free.
- What is your cancellation policy?
Please be aware that all orders are non-refundable. If you ever need to reschedule your cleaning appointment, just give us a two business day notice, for example, if the scheduled cleaning is on Thursday then we must be notified by the end of the prior Monday. This will give us time to reassign your cleaning professional. If less than two business days’ notice is given, or we can’t access your home, it may be necessary for us to charge up to the full price of your cleaning. Whenever an appointment is booked for a specific day and time, it ties up that time slot and having to then move you to a different day then causes that future day to become unavailable for other customers. We understand there are times when it may be necessary to reschedule and we will do our best to accommodate you wherever possible within these perimeters. Please note only one rescheduling per order is permitted.
- Can I trust the people you send to clean?
Yes, all of our’s cleaning professionals have been screened, reference checked, and have gone through a rigorous selection process before joining our team. We pride ourselves on attracting the best cleaning professionals available. Between our pay structure and added incentives we offer some of the best compensation in the industry – to ensure we have the finest team members. We screen our staff carefully, we train meticulously, we inspect relentlessly and we insure adequately. We do all this so that you can have the highest confidence to trust our cleaning professionals with the care of your home.
- Are you insured and bonded?
Yes, all of our staff is insured and bonded so you can put your full trust and confidence in our services and for your peace of mind. Your privacy and security are of the utmost importance to us.
- Are my valuables safe with White Glove?
If you have any special valuables, heirlooms or irreplaceable items, please put them away or instruct us not to touch them. A closed door or drawer is your signal to us that you do not want our service professionals to clean that area. White Glove carries all the necessary insurances in the event that any damage occurs.
- What if something in my home gets broken?
We know that cleaning your home requires our cleaning professionals to dust, polish or scrub virtually everything in order to get the clean we’re known for. We also know that sometimes accidents happen. So if any damage or loss does occur, just notify us within 24 hours of the cleaning date, and we’ll do our best to make it right. You can also take a look at our Policy page for more information.