Earth Angels FAQs: Because the devil is in the details...

green-cleaning-questions

Getting Started

Will you come to my house and give me an estimate first?
Yes. Because every home and lifestyle is unique, we begin with an in-person assessment. Coming to your home lets us meet you and learn about your routines, cleaning needs, personal preferences and schedule. We’ll answer your questions, make friends with your pets, and discuss any concerns you may have about antiques, fine art, high-end finishes, delicate fabrics or special instructions. This also gives you a chance to get to know us. Together we’ll develop a customized eco-friendly cleaning plan or concierge project that meets your needs, priorities and budget.

What areas do you serve?
We serve all cities and most towns in Marin County, and Petaluma in Sonoma County. We also serve all neighborhoods in San Francisco. See Get Started for a complete list.

Do I have to sign a contract?
There are no service contracts to sign. The only agreement we ask you to sign is our Non-Solicitation Agreement. We invest a considerable amount of time and energy in our screening and training process, and ask that you don’t solicit our staff for private hire independently.

Is Earth Angels Green Cleaning a franchise?
No, we are locally owned and operated with strong ties to the community, which gives us the freedom to provide you with more personalized services.

Scheduling

What concierge services do you offer?
If you're short on time, home sick, stuck at the office, or just can't be in two places at once, we can help. Earth Angels offers the following concierge services: Home organizing and decluttering, packing and unpacking, errands, personal shopping, home maintenance monitoring, care-free vacation home getaway, party help (set up, serving and cleanup), holiday help (decorating and gift wrapping) and special projects.

What eco-friendly cleaning services do you offer?
Earth Angels offers the following residential cleaning services: Health & Wellness Basic Cleaning, Refreshing Aromatherapy Cleaning, Renewing Deep Cleaning and Move In/Move Out Cleanups.

How often should I have my house cleaned?
This varies considerably and is based on many factors: the size, condition, and complexity of your home; finishes, features, and decorative accessories; number of family members, children, pets; and the specific services and cleaning frequency that you prefer. Households may request weekly, biweekly, monthly or occasional service.

What day and time will you be at my house?
We clean Monday through Friday (and Saturdays for special requests) between 8 am and 5 pm. We will do our best to schedule your housecleaning at the time you request. Throughout the day, however, there are many factors that can impact our arrival time, and if we’re stuck in traffic or running late we’ll always call to let you know.

Do you work on Saturdays?
Yes, upon request and subject to availability.

What is your cancellation policy?
We give our clients the peace of mind of knowing that we will be at every appointment we schedule, and we request the same courtesy. Short notice cancellations impact service to other clients and make it very difficult to reschedule our staff. Cancellations received less than 2 business days before a scheduled appointment, no shows, and lock-outs are charged the full fee of the scheduled service to protect our employees, who depend on this income. We will charge your credit card accordingly, and if no credit card is on file, the cancellation fee is immediately due and payable. Cancellations after 5 pm are considered “the next business day.”

Please note the following cancellation schedule to avoid being charged:

  • Monday clients are required to cancel by 5 pm on the preceding Wednesday
  • Tuesday clients cancel by 5 pm on Thursday
  • Wednesday clients cancel by 5 pm on Friday
  • Thursday clients cancel by 5 pm on Monday
  • Friday clients cancel by 5 pm on Tuesday
  • Saturday (special request) clients are required to cancel by 5 pm Wednesday
Cleaning Day

What should I do before you arrive?
To give us a head start we ask that clutter, dishes, clothes and toys be reasonably picked up, so we can dedicate our time to cleaning instead of tidying. Doing so will save us time and you money. Please place fresh linens on the beds if you’d like us to change the sheets, and provide trash bags if you’d like us to line the wastebaskets.

Do I need to be home when you come to clean?
As long as we have clear instructions and arrangements for entering and locking up, and payment has been prearranged, it isn’t necessary for anyone to be home. If family members are present when we arrive, however, please minimize distractions (pets, children, TV, loud music, etc) so our cleaners can focus on their work and provide you with excellent service.

What happens if the cleaners are locked out?
If you choose not to provide us with a key or security code, special arrangements can be made to accommodate your requirements. If we are unable to access your home for a scheduled cleaning, however, you will be charged our full fee based on the time we reserved to clean your house.

Who will be cleaning my house? Will it be the same team every time?
We make very effort to have the same team of two professional cleaners (three for a large house) serve you every time. That way they’ll get to know your preferences and your home’s specific needs. A detailed work order is also created regarding pets, security, and special instructions to ensure consistency and quality, should we need to occasionally send other staff members.

What if I need some extra tasks or services? Can I provide a list?
Just let our office know as soon as possible if you desire additional services and require more time on your regularly scheduled cleaning day. We’ll do our very best to accommodate your needs and the items on your list within the time you allot.

Do I need to provide any cleaning supplies or equipment?
For your convenience Earth Angels brings all the necessary eco-friendly cleaning products and equipment to clean your home at no additional cost. For more about our green cleaning products, click here.

Does your staff speak English?
Yes, communication is very important to us, and all workers are able to speak, read and write English.

Do you use ladders or move furniture?
In order to safeguard our cleaners from potential injury, we don’t climb higher than a 2-step ladder or move anything heavier than 35 lbs. Higher items that need dusting and cob web removal are accessed with telescoping extension poles. We’ll clean under and behind furniture when possible, but if you’d like us to clean behind appliances, sofas, buffets, armoires, beds and dressers please move heavy items to allow access.

Do you do laundry or ironing?
In the interest of working as efficiently as possible we do not provide laundry services. However, as part of our Concierge errand service we can drop off or pick up laundry. Please see our Partners page for recommended green dry cleaning, wash and fold laundry and ironing service partners.

Do you clean exterior windows or carpets?
No, we’re partnered with eco-friendly companies who specialize in these services, and the companies we recommend can be found on our Partners page.

What about my pets?
Our staff members like pets and are happy to have them around, as long as the pets feel the same way! If possible, we'd like the opportunity to be introduced to them by you on our first visit. Any special instructions regarding your pets are also noted on our Work Order. Unfriendly pets should be locked up or kept outside on cleaning day. For health safety, we are unable to clean up pet accidents.

What is the Guardian Angel Maintenance Plan? How does it work?
For a small annual fee we’ll remind you quarterly of routine and seasonal home maintenance chores, take the guesswork out of when these tasks were last performed, and keep a record of all the service details. For more information, click here.

Fees and Payment

Why do some cleaning services cost more than others?
Because they’re worth more! Like most things in life, you usually get what you pay for. When you hire an underground or independent cleaner they’re often working in the U.S. illegally. If they don’t pay taxes owed on what you pay them, YOU can be held liable. It’s also quite likely they haven’t been trained properly, passed a criminal background check or been bonded against theft. If something is damaged, stolen or broken you typically have little recourse. And if they’re hurt on the job you might be sued and a claim can be filed against your homeowner’s insurance.

How do you charge?
We keep it simple and charge a competitive hourly rate based on the length of time required for each cleaning. Our estimates are based on “total cleaning hours” because we usually clean in teams of two (three for a large house), reducing the amount of time we are there. So a quote of 6 total hours takes 2 cleaners 3 hours to complete the job.

Cleaning and concierge services are billed at the same hourly rate, and a 2 hour minimum applies in Marin and San Francisco (3 hour minimum for West Marin and Petaluma). To offset greater driving distances and bridge tolls we charge a flat $10 travel fee for West Marin and Petaluma service, and $15 travel fee for San Francisco service in addition to our hourly rates.

How are concierge services billed?
Unless otherwise specified, concierge services are performed by one concierge and require a 2 hour minimum in Marin and San Francisco and 3 hour minimum in West Marin and Petaluma. Our hourly rate starts when we arrive at your home, and time is billed in 15 minute intervals. If we’re running errands, gas, tolls and cost of goods are extra and not included in our hourly fee. Gas is billed at $.50 a mile. For more information, click here.

Payment for cost of goods (groceries, dry cleaning, packing materials, gift wrap, etc) must be prearranged. For your convenience, you can also purchase prepaid “Wish List” packages, deducting blocks of time as you use our services.

How do I pay for the service?
Most customers find it convenient to simply leave a check on the kitchen table made payable to "Earth Angels Green Cleaning". You can also pay in cash or make an online payment through our website using PayPal, which accepts Visa, MasterCard, American Express and Discover card. For details, click here.

When do I pay for the service?
Payment in full is due on the day of each cleaning visit or concierge service. If we don’t receive timely payment, we’ll request credit card info to be held at our office for back up payment. If we arrive at your home and payment hasn’t been made in advance or left for us, we will contact you immediately. If satisfactory arrangements are not made and we’re unable to perform the scheduled service, we will charge our full fee based on the time we reserved for you, which is immediately due and payable. Any check returned from your bank will be assessed an additional $45 fee.

Is there a reward for referring friends?
Yes! We appreciate you recommending us, and for each friend you refer who signs up for weekly, biweekly or monthly cleaning or concierge services we’ll give you a $75 nontransferable gift certificate. For more information, click here.

Should I tip the staff?
While not expected, tips are greatly appreciated for work that’s done well. If you would like to leave a cash tip, please leave it on the kitchen table along with your payment, or include it on your check. You can also call our office and add a tip to your credit card payment.

Do you offer gift certificates?
Of course! Who wouldn’t love to come home to a clean house or a “to do” list that’s all caught up? Our cleaning and concierge gift certificates make wonderful gifts, and are available in any amount starting at $75. For more information, click here.

Security

How will you protect the security of my home?
Most of our clients give us a key and establish a temporary guest security alarm code, gate or garage door code if you have an outside keypad. If you choose to keep a key on file with us, only the team cleaning your home that day will have access to it. At the end of each day all keys are returned to the office, where they’re locked in a secure box. Keys are identified by first names only. You may also hide a key on the premises or simply make sure someone is home to let us in.

Are you licensed, bonded and insured? Do you do criminal background checks?
Absolutely. Your safety, security and protection are our top priorities. All staff members are eligible to work in the U.S. legally, and have passed extensive background checks. Insurance documentation will be provided upon request.

Do you guarantee your work?
All our services are guaranteed, and if something has been overlooked or you’re not completely satisfied, let us know within 24 hours and we’ll return the next business day to correct the problem at no additional charge. Our staff takes great pride in the work they do, and we appreciate it when you let us know how we can serve you better.

What if something is damaged or broken?
We treat your home with utmost care and respect at all times. To help us prevent any breakage we ask that “accidents waiting to happen” (pictures not hung securely, top heavy items with unstable bases, and wobbly fragile items) be moved to a place we don’t clean or skipped entirely. Items of extreme monetary or sentimental value should only be handled by you.

Should any damage or breakage occur while we’re cleaning, we’ll let you know right away and leave a note if you’re not home. If you notice something’s been damaged or broken, notification must be made within 48 hours of service, and be sure to save the broken item for our inspection. The owner will promptly contact you, review the incident on a case-by-case basis and make every effort to repair, or if necessary, replace the item up to $100 when value is verified.