Frequently Asked Questions

The only way to start and grow any relationship is to be fair and upfront. If you’re a new client, we hope this FAQ helps you decide if we are the right fit.

Pricing and Payments

We charge flat rates based on the size of your home, the add-ons you select, and if this is your first service. Our minimum for a new client is $293.
Clients on weekly, biweekly, or monthly schedule enjoy our frequency discounts. For example, if you have a one-bedroom one-bathroom home, without any add-ons, your first service would be $293. After your first servie, your weekly rate is $176; biweekly rate is $186; and, monthly rate is $196.
Yes. When you commit to our Four Month Plan (contractual). For example, if you have a one-bedroom one-bathroom home, without any add-ons, your initial cleaning service is $196 instead of $293. Our Four Month Plan requires at least one cleaning service a month.
No. Our rates are standard to ensure fairness and transparency for all clients. We can adjust a quote, however, based on the scope of the service determined by the number of rooms or add-ons that you choose to leave out or include.
No. If you prefer paying by the hour, we recommend Anita’s Housekeeping Referral Agency, which offers a range of rates through their independent and licensed professional cleaners.
Credit cards only. We do not accept checks or cash. Our cleaners will not ask for or accept payment. However, you are welcome to give the cleaners tips in cash directly.
Yes. When clients tip our employees via credit card, we process these tips through payroll to comply with IRS tax regulations. You do not have to worry about Dynamic House Cleaning, "the company", taking any portion of the tips.
No. For new clients, a 50% deposit is required to confirm booking. The remaining 50% plus add-ons, if any, is automatically charged to the credit card on file once the initial service is complete. Our cleaners do not handle any payments. For existing clients, deposits are not required, but we charge to your credit card on file once each service is complete. The same policy applies to any business/commercial clients.
We can provide an invoice upon request, but our charging process is still automatic and immediately following service completion. Rates are agreed upon upfront, and by confirming your booking with a deposit, you agree to the full amount due.

Scheduling and Timing

Our goal is to send you the same cleaners every time. Sometimes, a cleaner may get sick, need a break, or experience changes in their lives. However, our cleaners tend to stay with us for many years, with some being with us for decades. Therefore, it's very likely you'll see the same familiar faces each visit.
We strive to accommodate your scheduling preferences, but we cannot guarantee a specific time for every visit due to variables like traffic and schedule changes. However, weekly and biweekly appointments scheduled for 9 AM generally remain consistent on the same days and times.
We do not offer call reminders. Our system sends SMS and email notifications 3 days before your service with our estimated time of arrival. Should your appointment change, we will email you as soon as possible. If a change is significant or late, we will either call or text. At this time, our office does not make pre-arrival calls or texts.
As a courtesy, our crew can wait for up to ten (10) minutes. After that, a waiting fee of $40 per person per hour is charged. For example, for a three-person cleaning crew, a $20 charge applies for every ten (10) minutes of waiting after the initial ten (10) minutes.
Currently, we provide cleaning service on Saturdays.
No. Our standard is two or three cleaners in a crew. We do not make exception.
Our goal is to always deliver the same top-notch experience every time, whether we go as a crew of two or three cleaners. If you have a preference, we will do our best to accommodate. However, we cannot guarantee the exact number of cleaners every time unless you are flexible with the day of service. The number of cleaners in a crew can depend on several factors, such as staffing, vehicle maintenance schedules, and the number of jobs that day.
Only new clients are required to be home for their first service. For returning or recurring service, you only need to let us know if your priorities change.

Cancellation and Rescheduling

Cancelling or rescheduling 48 to 2 hours before scheduled service will incur 50% of the estimated cost of service. Cancelling or rescheduling less than 2 hours before scheduled service will result in a non-refundable charge of the estimated cost of service.
Our cancellation policy applies regardless of the reason. Cancelling or rescheduling 48 to 2 hours before scheduled service will incur 50% of the estimated cost of service. Cancelling or rescheduling less than 2 hours before scheduled service will result in a non-refundable charge of the estimated cost of service.
No, we do not compensate clients when we reschedule, whether it's in advance or last minute. When a client cancels a service late, the financial impact on our cleaners is direct and real. However, we do not expect our clients to suffer a financial loss due to a reschedule. We would also never ask to reschedule without having tried very hard first to avoid it. If you anticipate suffering a financial loss as a result of rescheduling a cleaning service, please do not book our cleaning service.

Service Scope and Limitations

We do not handle dead animals, human or animal feces, toxic chemicals, biohazardous materials, or blood. We do not run errands, prepare food, or allow anyone besides our employees in our company vehicles. We also do not engage in plumbing, electrical, locksmith, or any repair or maintenance services, including but not limited to changing light bulbs. Lastly, our services are limited to what is within reach, and without the use of high ladders.
Yes. Our employees are equipped with company-issued tools and supplies. If you have any concerns or questions, please contact us. Our cleaners cannot adopt new tools or supplies without prior discussion and our approval. Dynamic House Cleaning is also not responsible for any damages that result from use of a client-provided product(s).
You are welcome to ask about the tools and supplies we use and see if they meet your specifications or needs. You are more than welcome to share your recommendation, but we reserve the right to decline adding product(s) you recommend to our lineup. The cleaning products we carry are inventoried in our HazCom program per Cal/OSHA requirements. We are committed to using products that we believe are safe for our cleaners and our clients.
No. We vacuum carpets and when our cleaning crews see spots on the carpet that is small, easy to remove, and does not require special chemicals or equipment, they will attempt to remove it. To be clear, however, we do not offer spot cleaning or shampooing for carpets.
Yes, we can. It is an add-on service we offer.
We offer pick up and drop off laundry service, for a fee. We can pick up your laundry during a house cleaning service, bring it back to our office, launder and fold, then bring it back to you during our next house cleaning service. If you would like us to drop off your laundry sooner than your next scheduled service, we can also do that, for an additional fee.
No, our crew can put a load into the washer or dryer as a courtesy, but they are not responsible for completing any cycles. Since our cleaning service usually finishes before a laundry cycle completes, it’s not cost-effective for you to pay for the crew to wait for it to finish.
No. However, we do offer a pickup and drop off laundry service.

Insurance and Safety

Yes. Please email us at hello@dynamichousecleaning.com to request a copy of our insurance documentation.
Yes. Please email us at hello@dynamichousecleaning.com to request a copy of our insurance documentation.
Yes. Please email us at hello@dynamichousecleaning.com to request a copy of our insurance documentation.
Yes. Please email us at hello@dynamichousecleaning.com to request a copy of our insurance documentation.
No. In compliance with California’s AB 5 and AB 2257, we do not subcontract or use independent contractors for any of our cleaning services.

Service Quality and Expectations

Yes. Many of our cleaners have been with us for more than 20 years, some for 25+ years. However, it isn't experience that differentiates great from good; it's attitude, character, and work ethic. Our recruitment process is rigorous, because we strongly believe in hiring for character and training for skills.
If you are not completely satisfied with our service, let us know by call, text, or email within 24 hours and we will arrange for a crew to return as soon as possible to address all of your concerns. If you're a new client, it also means our cleaning crew will stay as long as it takes to finish the job. Please refer to Our Guarantee for complete details.
An in-person walkthrough at the start of the service is required. During the walkthrough, you should point out areas that require special attention, and allow the Crew Lead to ask questions for clarification. At the end of the service, a final in-person walkthrough is also required. If you leave the premise and the crew has to wait more than ten (10) minutes for you to return in order to conduct a final walkthrough, a waiting fee of $40 per person per hour will be applied. Our office can call, text, or email you to give you an estimate of when the crew is about to finish.
A deep cleaning usually involves scrubbing or working with buildup. If your house has not been professionally cleaned in the last two months, or if there is extensive buildup of limescale or mildew, a deep clean or multiple visits may be required. Please refer to Deep Cleaning for more information.
No. We use clean microfiber cloths and mops for every home. We regularly order cases of microfiber cloths and mops directly from a distributor, and launder used cloths and mops after every service. Our cloths are also color coded to avoid cross-contamination. Yellow for bathrooms, gray for the kitchen, and blue for other shared spaces and bedrooms.
No. Our commitment is to deliver exceptional service every time, no matter what.
No, we do not offer discounts or refunds in response to negative reviews. We are committed to delivering exceptional service and are transparent about our policies. If a mistake occurs, we take full responsibility and fix it right away. We take all feedback seriously, positive or negative, online or offline, and always use it to improve our services.