FREQUENTLY ASKED
QUESTIONS

General

How does DLL Work?

We provide a straightforward way for you to book, schedule, and manage all of your cleaning appointments through our online system. All of our employees are bonded and insured and trained to clean every item on our comprehensive checklist.

Do I need to be present for the cleaning?

No, but feel free to be around when we do clean. When you make a booking, you will be prompted to give us entry instructions. We will remind you of these instructions by email 24 hours before your scheduled cleaning. If we can’t get in or you are not home when you said, you will be charged a $50 lockout fee.

When will your DLL cleaner/s arrive?

Our cleaner/s will arrive within an hour from the beginning of your appointment window. For example, if you book an appointment from 9 to 10 AM, they will arrive by 10 AM. Of course, the cleaners will stay until they are finished.

What do I need to do before the cleaner arrives?

We ask that you take a few minutes to pick up any personal clothing, toys, and other household items. The fewer items the cleaner has to pick up, the more he or she can concentrate on the actual cleaning. If we find that we spend a lot of time decluttering your home each time, we will contact you to ask you to start preparing for your cleaning visits or we will need to charge you for the extra time that we spend doing it for you.

Is DLL insured and bonded?

Yes, DLL is insured and bonded. If you have an object that is damaged, please notify us within 24 hours of completing the appointment, either by email or phone.

Is a DLL cleaning pet-safe?

We try our best to be, but if you think your pet may get anxious while we are there, please make arrangements for your pet to be somewhere else during the cleaning. You can leave pet instructions when booking your appointment.

What is the Non-Solicitation Agreement?

The Non-Solictation Agreement is entered into by and between DLL CLEANING SERVICES and the CLIENT that’s states that:

DLL Cleaning Services has invested Time & Money in the development & training of their employees, and the client under NO Circunstances will knowingly engage in a direct working relationship with any DLL employee.
Solicitation of a DLL employee for private hire will result in termination of services.
In the event of breaching this agreement Client will need to pay a training fee of $5,000.00 to DLL Cleaning Services

Residential Cleaning

Do we charge the same for a house that we charge for an apartment?

What cleaning supplies do I need to provide?

We provide all the equipment, EXCEPT:

Paper Towel and Windex
Step Stool
Toilet Brush
Bucket
Microfiber Towel( at least 6)

If you think that we will need any of these items, please provide them to us or leave them out for our staff with directions on their usage.

We are going to charge $16 plus tax if you don´t have at least six microfiber towels. The cleaner is going to leave 8 new microfiber towels for you.

What if renovation has been recently done on my office or home?

Yes. Please leave these special instructions when you book your appointment online. If we have any questions, we will contact you. If you feel that we did not follow your instructions or request, please give us feedback in the survey that you will receive right after the cleaning is completed. We will get in touch with you promptly to resolve the issue.

Can I make special requests or give specific instructions?

What is the difference between Standard Cleaning and Deep Cleaning?

Deep cleaning is considered a one-time initial service and usually takes twice as much time as regular (light) cleaning. Regular cleaning can be a one-time service if you just moved in, or your current cleaner can make it. However, in most cases, it is considered a repeating maintenance service. Very important is to understand that regular cleaning is maintenance cleaning. Deep cleanings will prepare your house for regular maintenance light cleaning. Sometimes customers think that their homes don’t need a deep cleaning to save money. Unfortunately, when we would provide light cleaning for a house that needs a good deep cleaning, customers will be disappointed with the results cos cleaners will have not enough time to clean correctly or finish the whole house. Also, they will have to move to another customer we schedule right after your home. Our company uses the preventing system to avoid these unpleasant situations confirming our cleaners’ estimates before they start to clean the house during the first visit. So customers will be aware of the current situation.

Another significant difference is that cleaners move all light furniture and clean behind and under them during deep cleanings. Customers love it, and houses need it once in a while.

Both regular and deep cleanings include cleaning of the entire house. Baseboards, Kitchen, Bathrooms, Floors, Dust. However, deep cleaning is more detail orientated, and that is also why it takes longer than regular cleaning. For example, if you have a shower door with a hard water deposit build upon it, that is a hard job for cleaners to remove it, and to get results, cleaners have to scrub the water stains 2 -3 times in a row. During a deep cleaning, cleaners have time to wipe down or scrub the baseboard in the whole house with a wet cloth or brush. During a regular cleaning, however, there in time, only quickly dust it with a duster.

How do we know over the phone or email whether our new customers need a deep or a regular cleaning?

We are asking the right questions. Customer who lives in the house longer than five months and never had professional cleaners before will most likely need a deep cleaning. Customers who moved in recently or customers who had professional cleaners 2 or 4 weeks ago can start with light, regular maintenance cleaning immediately.

I didn’t have cleaners before and I have lived in my house for longer than five months, but I still think I don’t need to start with deep cleaning.

OK, in this case, we highly recommend ordering a deep cleaning anyway, so there will be time to perform a deep cleaning if your house needs a deep cleaning. However, if your home will need only light cleaning, cleaners will tell you before they start, and we charge accordingly. A good tip is to look at your baseboards, and if they need a wet cleaning process, you most likely will need a deep cleaning. Another information is when you will look at your shower, and if there is a mold or will need scrubbing water stains, you most likely will need a deep cleaning. If your kitchen cabinets or floor need good wiping and moping, you are asking for deep cleaning. If your house is very dusty, you need deep cleaning.

If your house is empty, you need a move in/ out cleaning.

If some construction work were done in your house recently, you would need post-construction cleaning.

What happens if I book a deep cleaning, but my house needs more time or effort because it has too much clutter?

If you book an appointment and your house is too cluttered, we will charge you $65 per hour. Before we do that, we will get your consent.

How can I book an appointment only for Common Areas?

When you are booking online, please choose Studio, plus the number of bathrooms that you need to be cleaned. Please note, in the special notes section, that your house is more significant that a studio, but you only need Common Areas cleaned.

How long does each cleaning take?

Standard Cleaning: Three to Four hours

Deep Cleaning: Seven to Eight hours

Moving In/ Out: Seven to Eight hours

Post Construction: This is an hourly job based on your needs.

What if I only want one area cleaned?

If you want a specific place cleaned in your home, it is an hourly job with a minimum of three hours, no matter the job size. For example, a job for only the kitchen floor would still have a minimum of three hours.

Office Cleaning

Does DLL clean during or after normal business hours?

We clean both depending on your preference.

Many customers give us a key for after-hours cleaning, so we clean without disrupting your work. DLL will coordinate all necessary documentation with your building Manager.

Does DLL bring its own equipment and supplies?

We come with a full assortment of equipment and supplies, such as vacuums, dry mops, squeegees, and buckets.

We provide all the equipment, EXCEPT:

Paper Towel
Bucket
Toilet Brush

Will there be a manager on-site?

Our Quality Control Manager normally joins the cleaning crew on their first clean and follows up periodically, by email and in person, to ensure we are providing the quality cleaning that you will come to expect from us.

How do I get an office cleaning quote?

Click here (Get a quote)

Billing Policies

How do I pay for my cleaning?

We currently accept credit/debit cards. Our online payments are handled by Stripe, and are processed through a fully secure 256 bit SSL protocol. In addition, we have a full extended validation SSL security. Booking through DLL Cleaning Services is safe and secure and we guarantee this. Any unauthorized charges that are made to your card as a result of doing business with us will be fully refunded.

When does my card get charged?

We charge our customers either on the Saturday preceding their upcoming appointment or 5-7 days in advance of their scheduled cleaning appointment.

How do I update my billing information?

To switch your billing information, simply log into our online portal using your username and password and edit your billing information in the ¨settings¨ section of the website.

What is your cancellation policy?

We assess a 50% cancellation fee for appointments that are not canceled 24 hours before the scheduled appointment.

Do I leave tip?

Although they are not required, our cleaners work very hard and would be much appreciated.

Our "Quality Clean" Guarantee

What is the our “Quality Clean” guarantee?

If you are not totally satisfied with the quality of the cleaning, you may request a re-clean from us.

How do I make request a re-clean?

Customers can request a re-clean by phone or email as long as the re-clean request is made within the 36 hours (1.5 days) of the initial cleaning. The re-clean must be completed within 72 hours (3 days) of us contacting you regarding your request.

How many re-cleans can be booked using the “Quality Clean” guarantee?

There is no limit on how many re-cleans a DLL customer is able to receive. We want to make sure that every time you receive a cleaning from us, it is a “Quality Clean”. However, we reserve the right to cancel the guarantee or require an additional payment, if the guarantee is used excessively or in bad faith.

What is NOT eligible for our “Quality Clean” guarantee?