Kathy Clean – Frequently Asked Questions

Are you licensed, bonded and insured?
Yes. Your home, our service providers and Kathy Clean are included in the coverage. Insurance validation certificates are available upon request. Kathy Clean is also an accredited business with the Better Business Bureau.

How many people will clean my home?
Generally, our staff members work in teams of two cleaners to minimize the time on the job. On occasion you might have one service provider clean your home.

Will I always have the same cleaner(s)?
We prefer to send the same cleaner(s) each time so they are very familiar with your home and cleaning needs. Occasionally there may be a change in our staff due to illness, day off, vacation or they may no longer work for Kathy Clean. Therefore, it is not possible for us to guarantee the same individual/team for each cleaning. In the event of such an occurrence, Kathy Clean will find a quality replacement. All employees are thoroughly trained to ensure consistent cleaning techniques throughout our staff. Regardless of who shows, you will receive an excellent service guaranteed.

Are your cleaners trained and supervised?
Yes. All employees receive thorough on-the-job training and supervision by a seasoned staff member or Kathy herself. Staff members who do not consistently meet Kathy Clean standards are quickly terminated.

Are your staff members legal to work in the United States?
Yes. Kathy Clean only hires 100% legal workers. We also conduct full background checks on every potential new hire prior to extending them a job offer.

Do your staff members speak English?
Yes. 100% of our staff members speak English fluently and/or as a first language. You will not experience any communication issues with Kathy Clean staff members.

What if something in my home gets broken?
Kathy Clean recognizes the nature of its business requires its staff to come into contact with all items within one’s home. If any damage or loss occurs, please notify Kathy Clean with 48 hours of your cleaning service. Please refer to our breakage and loss policy for additional information.

How do you access my home?
Kathy Clean must be able to access your home to provide scheduled services. There are several options:

  1. 1) Many Kathy Clean customers leave a key to their home at our office. Your key will be kept safe and secure in our key safe and coded for security.
  2. 2) Many Kathy Clean customers also provide a garage code and alarm card. The garage and alarm codes are kept safe on our secure server.
  3. 3) If it is not possible to leave a key with Kathy Clean or provide a garage code, you may meet the service provider at your residence. Please refer to our Cancellation Policy should Kathy Clean be unable to access your home.
  4. 4) If none of the above options are available, please make alternate arrangements with the Kathy Clean office.

By far, the most efficient and problem-free way for everyone is for you to give us a key or garage code. That way you don’t have to wait around for our cleaner(s) to show up at your home.

How do I pay for your services?
Kathy Clean prefers payment via check or cash but also accepts Visa and MasterCard payments. Payment is due at the time of service. One-time cleanings require a credit card payment at the time of scheduling. For your convenience, a credit card number may be left on file with Kathy Clean to use in the event you should forget to leave your payment at the time of the cleaning. A $35.00 fee is applied to all returned checks. If you use a credit card, your account will be charged the balance due, plus any fees, after each cleaning.

What is the cost of my cleaning?
The cost of your cleaning is based on the free in-home estimate that you receive prior to your first scheduled cleaning. Kathy Clean does not offer phone quotes due to the inherent inaccuracies that accompany such quotes. First-time cleanings or one-time cleanings may require additional time and an additional fee. This will be discussed with you during your free in-home estimate.

Should I tip the service providers?
Although not required, a gratuity is a wonderful way to say “I appreciate your great work.” While your service should always be excellent, tips can have a very favorable effect on your Kathy Clean staff member.

What is your cancellation policy?
If you must cancel or skip your regular scheduled cleaning, Kathy Clean requires a 2 business day notice. If Kathy Clean receives less than a 2 business day notice, or can’t access your home, you will be charged the full price of your cleaning. Your future regularly scheduled cleanings will remain unchanged. Please be sure to submit in writing via email any termination of regularly scheduled cleanings well in advance. Do not inform our cleaning staff of any changes to your schedule. This must be done directly with the Kathy Clean office. Please note that regular weekly, biweekly or monthly service is priced at a discounted rate. If you choose to cancel your regular service after only one cleaning, our regular One-Time Cleaning charges will apply and you will be billed for the difference.

What if my cleaning falls on a holiday?
If your scheduled cleaning falls on a holiday Kathy Clean observes, we will be sure to contact you in advance to reschedule your cleaning.

How do I provide feedback on my cleanings?
After every cleaning service you receive, Kathy Clean will email you a copy of your paid invoice along with a link to our website’s online service report card from. No envelopes or stamps are needed. Just go online and share your comments with us. It takes just a minute or two. Alternatively, you may call our office directly to let us know how things went — good or bad. We strongly encourage you to complete the online form. This feedback is essential to serving you better, to immediately correct any problems and to award the cleaners who meet and exceed Kathy Clean’s expectations.

Can I hire your service provider directly?
Please understand that Kathy Clean spends a great deal of time, effort and money to earn and keep your regular business. By entering into a service agreement with Kathy Clean, you agree not to hire a present or past Kathy Clean staff member introduced to you by Kathy Clean for any home-related cleaning service. If you do wish to employ such a staff member, our one-time referral fee is $3,000