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FREQUENTLY ASKED QUESTIONS

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SCOPE AND LIMITATIONS

SCOPE

A Couple of Cleaners has a checklist that your cleaning professional will follow. You may provide instructions during your booked cleaning time or by contacting us before the cleaning.

LIMITATIONS

To protect the safety of our professionals, we cannot perform the following:

✕ Cleaning that requires climbing on ladders

✕ Exterior windows

✕ Outdoor work

✕ Mold removal

✕ Deep-stain removal

✕ Insect and pest removal

✕ Cleaning pet messes

✕ Cleaning mini blinds

✕ Heavy lifting (moving furniture, appliances, etc.)

SUBSCRIPTIONS

Save when you subscribe! Check your rate here.

To cancel your subscription, email us here.

PAYMENTS

All customers are required to have a valid credit or debit card on file to confirm a booking; we accept major cards. We put a hold for the amount of the service to verify the appointment, then will authorize the transaction after the cleaning is completed. No exceptions.

Cash and check payments may be made at the time of the booking. If payment is not received by the end of the cleaning, the debit or credit card on file will be charged.

A service charge of $30 will be added to NSF payments.

SUPPLIES

A Couple of Cleaners are equipped with supplies and tools at no extra charge to you. We believe that all homes deserve only the best so we use electrolyzed water for sanitizing high-traffic areas; this solutions is completely toxin-free.

To prevent cross-contamination between rooms, we use dedicated reusable cleaning cloths and mops.

Other cleaning supplies used are on the EPA's database of Safer Choice-Certified Products

Floor Cleaners:

Bona Professional Series Hardwood Floor Cleaner

Bona Professional Series Stone, Tile, and Laminate

Surface Cleaner + Sanitizer:

ECOS Pro Multi-Surface Cleaner Disinfectant Sanitizer Citric Acid

Electrolyzed Water

Stainless Steel Cleaner:

ECOS Stainless Steel Cleaner & Polish

Glass Cleaner:

ECOS Glass Cleaner

Stone Cleaner:

mb GT-1 Green Thing

Degreaser:

Krud Kutter

Calcium and Rust Remover:

CLR Pro

TOOLS

A Couple of Cleaners believe that all homes deserve only the best so we use the Sebo D4 Premium vacuum cleaner that is recommended by the British Allergy Foundation, with S-class standard filtration system.

AVAILABILITY

You can check our availability here.

For special requests to clean on weekends or off hours, send us a message here.

BUSINESS HOURS

A Couple of Cleaners is in full operations from Mondays through Fridays, 9:00 AM to 4:00 PM.

For special requests to clean on weekends or off-hours, send us a message here.

OUR PROFESSIONALS

The professionals of A Couple of Cleaners have gone through comprehensive background and reference checks prior to employment. Each of our cleaners go through rigorous interview and training processes.

HOW LONG DOES EACH CLEANING TAKE?

A Couple of Cleaners offer basic maintenance cleaning with two cleaners assigned to each home. Depending on the square footage of your home and other factors which could be discussed on the first visit.

RATES

Our base rate varies on the size of the home or the areas that need to be cleaned.

Find out how much you can save by getting a free quote for a subscription in just seconds.

SPECIFIC REQUESTS

You are able to put in an order for add-ons upon booking.

To modify your existing reservation, send us a message or contact us via live chat. You may also request add-ons by text or in-person; your card on file will be charged unless amount due is paid on-site.

STORE CREDIT

You may use your store credit by entering and applying the one-time code on checkout.

Store credit does not have cash value.

Ready to find out more?

See your instant quote online today!

What you get from us:

A Couple of Cleaners offers standard maintenance home cleaning services. We use the best tools and supplies to get the job done on time. Find out what gets done for you

CLEANING CHECKLIST:

✓ Clean high-traffic surfaces: dust, crumbs, debris, grease, grime, dust bunnies, cobwebs, hair, we get it

✓ Clean tubs/showers, toilets, sinks

✓ Spot clean mirrors, window panes

✓ Sanitize handles, knobs, switches

✓ Vacuum, sweep, mop floors

 

THE FOLLOWING ADD-ONS ARE AVAILABLE ON CHECK-OUT:

+ Inside kitchen cabinets

+ Inside oven cleaning

+ Inside fridge

+ Window sill cleaning

+ Baseboards

+ Spot-clean walls

CURRENT BOOKING
24-HOUR GUARANTEE

Contact us via e-mail, live chat, or text to submit a ticket.

Complaints must be submitted within 24 hours after our team leaves your home. We typically are able to come back for a touch-up within 24 hours.

CLEANING INSTRUCTIONS

For additional cleaning instructions, please contact us here.

You may also give directions during the cleaning in person.

DRIVING INSTRUCTIONS

For special driving directions to the location, use the field in the booking form.

You may also reach us here.

PARKING INSTRUCTIONS

You may give specific parking directions here.

OTHER INSTRUCTIONS

What to do, pets at home, what not to do, off-limit areas? Let us know here.

CHANGE MY PAYMENT METHOD

You may reach us here to modify your payment method.

REDEEM A COUPON

Coupons codes, referral codes, and other discount codes may be applied at checkout.

REDEEM A DISCOUNT CODE

Discount codes may be applied at checkout.

REQUEST RECEIPT

You may request your receipt here.

GRATUITIES

Gratuities are not required but are appreciated. 100% of gratuities go to your cleaner.

Contact us for any questions.

TEAM IS RUNNING LATE

The cleaning team is running late? Contact us so we could look into it.

GIVE FEEDBACK

Feedback is always welcome! Please let us know how we're doing. You can contact us here.

RESCHEDULING

Rescheduling is free of charge if request is submitted at least 24 hours before the booking.

If you reschedule on the day of, there will be a $50 fee.

LOCK-OUT POLICY

If A Couple of Cleaners team shows up to a customer’s home for a scheduled cleaning, and are not able to enter the house; we will attempt to contact the customer by text or phone call so they may provide a way. If we are not able to reach the customer, and therefore cannot enter the home and perform the cleaning, a lock-out fee of $60 will be charged to your account.

CANCELATION POLICY

Cancelation is free of charge if request is submitted at least 24 hours before the booking.

$50 Cancelation fee will be charged to your account if requested within 24 hours of the booking.

PAUSE SUBSCRIPTION

Please contact us about your account.

GOOD TO KNOW
SERVICE AREA

Burlingame

Hillsborough

Foster City

Millbrae

Pacifica

San Bruno

San Mateo

South San Francisco

Contact us if your area is not listed above.

BEFORE THE BOOKING

How to prepare your home for our professional cleaning:

  • Please pick up items laying around to free up as much accessible surfaces as possible. 
  • For safety reasons, please keep your pets away from our supplies and work area.
  • Have your clean linens ready to be switched and have the hamper ready for the used sheets.

 

What to expect before the clean:

At this point, your booking would have been confirmed and all instructions have been cleared up with your cleaning team, including parking, entry, pets, and ordered services.

If something comes up that causes a conflict in your cleaning schedule, please give us a call as soon as possible. We appreciate a 24-hour notice, but we understand that some situations are unavoidable. When shorter notice is given, however, we reserve the right to charge a small fee.

DURING THE CLEANING

When our team arrives

The booking process allows you to give instructions on entering the property and parking. When we get there, our team will clean from top to bottom. We may spend up to 3 hours 

Our operating hours are 8:30AM until 4:30PM. We deliver services using top-of-the-line cleaning equipment and products; and we work in uniform.

Payment is due at the time of the cleaning. We accept debit or credit cards, or PayPal.

AFTER THE BOOKING

What to expect after our housecleaning service

Your cleaning representative will follow up to request your feedback after our first visit. You may contact us for adjustments on your account, and those changes will be reflected on the following cleaning visit.

Notify us within 24 hours about any issues, including any oversight or misunderstanding about the implementation of your subscription plan.

If a household item is damaged during the cleaning, our team will make every effort to repair or replace.

We provide the insurance to advocate for your home, property, and our employees.

LIMITATIONS

To protect the safety of our professionals, we cannot perform the following:

✕ Cleaning that requires climbing on ladders

✕ Exterior windows

✕ Outdoor work

✕ Mold removal

✕ Deep-stain removal

✕ Insect and pest removal

✕ Cleaning pet messes

✕ Cleaning blinds

✕ Heavy lifting (moving furniture, appliances, etc.)

REFERRAL SYSTEM

Contact us here to find out more.

PETS AT HOME

Pets are cool, we have a dog ourselves.

That being said, please let us know if there are cats, dogs, or any loose pets in the property prior to our arrival. For safety reasons, please have your pets in a room or kennel, away from our cleaning supplies and vacuum cleaner.

Ready to book a cleaning?

See your instant quote online today!

A Couple of Cleaners LLC

DALY CITY

SOUTH SAN FRANCISCO

SAN BRUNO

MILLBRAE

HILLSBOROUGH

SAN MATEO

SAN CARLOS

FOSTER CITY

DALY CITY

SOUTH SAN FRANCISCO

SAN BRUNO

MILLBRAE

BURLINGAME

HILLSBOROUGH

SAN MATEO

FOSTER CITY

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