Frequently Asked Questions
How do you charge? Do you have any minimums?
Starting on March 1, 2019 we charge $45 per person per hour, with a minimum of 3 person hours of cleaning ($135). This means, if we sent a crew of 3 cleaners for 3 person hours of cleaning, and they arrived at 9 AM, for example, they'd finish by 10 AM. Here are some examples for your reference:
3 person hours with a three-person crew is 60 minutes (or 1 hour) at the property (this is our minimum)
4 person hours with a three-person crew is 80 minutes (or 1 hour and 20 minutes) at the property
Your crew was here for just 1 hour, but you charged me for 3 hours. Can you explain that?
As explained above, we charge $45 per person per hour. So, if we sent a crew of three cleaners to your home and they were there for one hour together, that means they collectively spent 3 person hours. That's why you were charged for 3 person hours.
What if I don't need 3 hours of cleaning?
Unfortunately, we have a three-hour minimum. If the crew finishes early, they can help with anything else that needs to be cleaned.
Do you have any cancellation policy? If so, how does it work?
Yes, we do. And, it applies to residential, vacation home, and vacation rental customers. We understand that vacation rental customers sometimes have to accommodate their guests such as late checkouts or cancellations. Unfortunately, our cancellation policy applies to all customers.
A cancellation is considered late when the request is submitted via email, voicemail, text, or call within 48 hours from the estimated time of the crew’s arrival.
Standard Late Cancellation Fee is 50% of estimated charge for the visit if cancellation notice is submitted or relayed between 48 hours and 2 hours from the estimated time of the crew’s arrival
Very Late Cancellation Fee is 100% of estimated charge for the visit if cancellation notice is submitted or relayed within 2 hours from the estimated time of the crew’s arrival
Lockout or No Show Fee is 100% of estimated charge for the visit when the crew is unable to get inside the customer’s home due to lack of access
Is there anything you DO NOT DO?
We do not provide cleaning services for move-outs, even if the home is completely empty or is already clean.
Hauling trash (we will take out small items and the trash in your bins, but we do not provide trash hauling service)
Handle dead animals, feces, toxic chemicals, or blood
Getting groceries, driving clients around, or prepare food
Plumbing, electrical, locksmith, or other repair or maintenance services
Anything that is not within reach (our cleaners cannot go over two steps on the step ladder)
Launder or fold personal laundry such as shirts, pants, underwear, etc.
Shampooing carpet (we can refer you to our recommended carpet cleaning companies)
Exterior window washing (we can refer you to our exclusive window cleaning company)
Do you have Workers Compensation insurance?
Absolutely! Our employees are full-time, eligible to work, and fully insured. Our company is also bonded. In addition to the basic insurance, we also provide 401(k) and company matching to our employees.
Are your cleaners experienced?
Yes. Many of our cleaners have been with the company for more than 15 years. Newer employees are trained and always accompanied by more experienced cleaners. Ultimately, it isn't experience that differentiates the great from the average; it's attitude, character, and work ethic. That's why we have a rigorous screening process, as well as semi-annual and annual performance reviews.
Do you bring your own equipment and supplies? What if I want you to use my own?
Dynamic provides its own vans, equipment, and supplies. We stock both environmentally friendly products, and heavy duty products for customers who need them. If you prefer that we use your vacuum, cleaning cloths, or solutions, just let us know.
Where do you serve?
We focus on serving clients in Santa Cruz, Capitola, Soquel, Aptos, La Selva Beach, and Watsonville. Depending on where you are located in one of these areas, we may not be able to serve you if the distance traveled is too much for the crew. Please call and inquire for further information.
What happens if your crew broke something?
If we broke something in your home, we will have it fixed or replaced. Alternatively, our insurance policy may also cover it.
What if I think your crew stole something from my home?
A candidate is only considered once he or she successfully passes three reference checks and has demonstrated solid and consistent employment history in his or her prior positions. We also work with GoodHire to background check everyone who applies for a job at Dynamic. Many of our employees have also been with the company for more than 15 years. If you think one of our crew members stole something, we strongly recommend that you file a report with the police first. Dynamic will fully cooperate and work with you and law enforcement to pursue all and every legal action.
Why do you send a crew? Can't you just send one person?
Crews of three well-trained cleaners working together is the most efficient and effective model. In this format, each cleaner can assume a specific role in their routine, focusing on specific aspects of the house. We have found focus and repetition lead to better outcomes. Most importantly, working in a crew is also safer for our cleaners, especially when they are dispatched to new homes or remote areas. We no longer offer one-person cleaning service to new customers.
What can I expect when your crew arrives? How do they clean?
When our crew arrives, the crew lead starts with a quick walk through the house as she cobwebs while the other two crew members start working in the bathrooms. Once the crew lead is finished with cobwebbing, she takes out the trash before focusing on the kitchen. You will see crew members using different colored cleaning cloths: bathroom=yellow; kitchen=white; other rooms=blue. We do this to avoid cross contamination.
What is deep clean?
A deep cleaning is when your place needs extra work. If you have not had your house professionally cleaned in the last two months, it is best to get a deep clean to make sure your home will be looking great.
Do you clean on weekends?
We do not. But, if you have a big project that has to be on a weekend and requires more than 6 person hours of cleaning or more, please contact us and we may consider taking on the project.
What forms of payment do you take?
Credit card only. We no longer accept cash or check. If you wish to add tips to your service, please give them to the crew members directly and separately. If you choose to tip the crew members on your credit card as part of your payment to Dynamic House Cleaning, per IRS rules, the tip amount will be treated like all other income and be subject to all federal, state, and local taxes.
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If our FAQ still doesn't answer your question, please give us a call or send us an email.