Frequently Asked Questions
How do you charge? Do you have any minimums?
We charge $50 per person per hour, with a minimum of 3 person hours of cleaning ($150). 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
Can we negotiate on the hourly rate ($50)? Would you consider fixed price? Would you lower the hourly rate if I sign up for regular service?
We do not offer fixed price. Hourly rate is standard and non-negotiable. It’s important that we are fair to all of our clients, so we do not make exceptions. Our sister company Anita’s Housekeeping offers professional housekeepers that have a wider range of rates, so you might consider reaching out to them: https://www.anitashousekeeping.com/locations/house-cleaning-housekeeping-in-santa-cruz
Your crew was here for just 1 hour, but you charged me for 3 hours. Can you explain that?
As explained above, we charge $50 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 strict three-hour minimum policy. 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 charges 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 charges for the visit if cancellation notice is submitted or relayed within 2 hours from the estimated time of the crew’s arrival
Lockout, No Show, or I Forgot Fee is 100% of estimated charges for the visit when the crew is unable to get inside the customer’s home due to lack of access. The crew can wait up to 10 minutes, then it has to leave for the next appointment
Is there anything you DO NOT DO?
We do not provide cleaning services for move-in or move-outs, regardless of how clean or empty it is
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, biohazardous materials, 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)
We do not guarantee time of arrival unless you’re the first client of the day
Our system sends out automated reminders, but we will not call to give you a heads up that we’re coming
Do you have Workers Compensation insurance?
Yes. 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 additional 24-hour accidental insurance for our employees as well as 401(k) and company matching. If you would like to see our insurance documentation, please email us at email@example.com.
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. Our equipment and products are standardized, and we will not purchase different products or equipment for any specific job or customer. If you’d like us to use your vacuum, cleaning cloths, or products, just let us know.
What happens if your crew broke something?
If we broke something in your home, we will have it fixed or replaced.
What if I think your crew stole something from my home?
An applicant for a job at Dynamic is only considered after 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 every applicant. 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 two to 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 do not offer one-person cleaning service. But, if that is what you prefer, we highly recommend that you contact our sister company Anita’s Housekeeping at 831-226-1678.
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 do not accept debit card, 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.
Can I pay at the end of every month?
No. We do not accept end of month billing. All payments are required on the day and at the end of service.
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.
I have to have it on the same day, same time, every week (or, two weeks, month, etc).
We will do our best to accommodate, but we do not commit to a specific time every visit for obvious reasons. Any number of factors such as traffic or accidents can change the schedule. Our system sends out SMS and email notification 24 and 48 hours before the scheduled time of cleaning to give you our estimated time of arrival. But, our office will not make calls to alert you before the crew arrives or after the crew is gone.
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If our FAQ still doesn't answer your question, please give us a call or send us an email.