Frequently Asked Questions
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What should I do before my cleaner arrives?
To ensure maximum efficiency, we ask that you pick up any toys, clothing, or clutter before we arrive. We also ask that you find a place for your pets so they’re comfortable while we clean. Following through with these requests will help both your family and our team ensure that all of your possessions are in a safe place.
Do I need to be home for every cleaning service?
No. Because our hours of operations are 8 a.m. to 5 p.m., Monday to Friday, most of our customers aren’t home when we arrive. In a majority of these cases, our insured house cleaning professionals are provided with a spare key or garage code.
What time does your team arrive?
While we cannot guarantee our exact time of arrival because we give every home the attention it deserves and requires, we do schedule your clean at a time that is most convenient for you and aim to arrive within thirty minutes to an hour of that scheduled time.
What if something gets damaged during a service?
We treat every single home we clean with the utmost respect. If something happens to break during our routine service, we’ll do our best to repair or replace the item. Our residential housekeepers are fully insured, so claims can be filed when appropriate.
Am I liable for employment taxes, workers' compensation, or insurance?
Stellar Home Services is proud to be a worry-free housecleaning service solution. This means that we take care of any personal liability with regard to social security taxes and work-related injuries. We’re fully licensed and insured for your peace of mind.
What do you NOT clean?
Our services are designed to keep your home comfortable and clean. We customize services to accommodate your preferences so you never have to worry about paying for a service you don’t need or want.
To ensure we provide your home with the highest quality of care, we don’t typically:
Clean the inside of your fireplace
Pick up clutter
(Housekeeping Services are available at an additional cost.)
We want to make sure that all of your belongings are in the right place when we leave, which is why we leave these organizational tasks to you. However, we’re happy to clean the inside of your cabinets, stove, and refrigerator upon request.
Do I need to provide your team with my own cleaning equipment or supplies?
No. We arrive with all of the cleaning materials we need and take them with us when we leave. If you have any preferences in regards to what cleaning products we use, feel free to let us know and we’ll do everything we can to work with your requests.
What if I need to reschedule a service?
We understand how unpredictable life can be. That’s why we work with your schedule to ensure that we’re cleaning your home at a time that’s most convenient for you. If you need to cancel or reschedule a cleaning, we ask that you call about 48 hours before your next scheduled service. We’ll do our best to accommodate your scheduling needs.
What if my scheduled cleaning service falls on a holiday?
In the event that one of your routine cleanings falls on a holiday, we’ll reach out to you. We will also remind you of any additional house cleaning services that we can provide you with so you can be prepared for the upcoming holiday. We’ll do our best to work with your schedule.
How do I pay?
Payments are due on the day of your scheduled service. Most of our clients pay securely through an invoice sent to their email address. If you would prefer to write a check, please make it payable to "Stellar Home Services" and put it in a sealed envelope.
How much do your services cost?
We work with every homeowner to develop a cleaning plan that’s customized to fit their needs. The costs of our services depend on the size of your home and what you’d like cleaned.
We can also add specialty services to your regular cleaning plan as needed, such as:
Fridge interior cleaning
Oven interior cleaning
Changing bed linens
How can I share my experience with Stellar Home Services?
You’re always welcome to share your thoughts about our services on our Customer Feedback Form. We value our customers’ opinions and it’s our customer feedback that has helps us become a better company.
Can I provide my team with special instructions?
Yes! In fact, we encourage it. Your preferences give us the structure we need to enhance your cleaning experience and ensure that you’re completely satisfied with your home’s level of clean. In order to be sure that your preferences are recorded in your cleaning plan, we recommend that you call or email us. We would be happy to log your needs in your file so you don’t have to reiterate them every time we arrive for service.
Why will my initial clean be more expensive than my other regularly scheduled services?
Over the years, we’ve found that the first cleaning service brings a home up to a specific standard and Stellar Home Services is committed to upholding that standard. That’s why our initial cleaning may take longer and cost a little more than the rest of your services. We need the extra time to properly begin the process of eliminating mildew, soap scum, dust, and dirt from your home. Get your free estimate here.
How often can you provide service?
Stellar Home Services is happy to provide service once a week, every other week, every three weeks, or once a month, depending on your cleaning needs. It's up to you! You can also request house cleaning services for special events, as well as move-in and move-out cleaning assistance. Because we work on a no-contract basis, you can update or change your cleaning plan to fit your busy schedule, budget, and cleaning needs.
Do you offer competitive rates?
We are proud to be a company that is affordable and flexible. Some cleaning companies are able to offer lower rates because they don’t cover liability insurance or workers compensation. Stellar Home Services is proud to provide these benefits that ensure our customers’ peace of mind while still being able to offer competitive rates for our services.
Do you always send the same housecleaners?
We believe that it’s very important to always send the same team to clean your home and we do everything in our control to make this possible. If a member of your team is absent, we’ll do our best to find the most suitable replacement. All of our residential housekeepers undergo extensive training to ensure that the quality of our work is always consistent.
Do your housecleaners accept tips?
While tips aren’t expected, we’re allowed to accept them. Some of our clients prefer to tip a little at the end of each service while others provide a large tip at the end of the year.
Are you okay with pets being in the home during a cleaning service?
Yes, we’re proud to be a pet-friendly company. If your pet is aggressive in any way, we ask that you leave him or her outside or in a gated area to ensure the safety of our professional house cleaners. If you don’t plan on being home when we arrive, please let us know how to appropriately handle cleaning around your pet.
I have an alarm system. What do I do on days my house is cleaned?
If your home has a security system, please provide us with the code and steps necessary for us to turn off the alarm. We will reset the alarm when we leave. Alternatively, you may want to disable it on the day of your scheduled clean.