FAQ’s

Our Top 20 FAQ’s

 


Areas of Standard Service Include:
The East Bay Area From Hercules to Hayward
From Oakland to Pleasant Hill

 

Note: We are currently expanding and provide services to certain San Francisco Areas (not inclusive of any online promotions outside of offers directly from Swift & Tidy). Please call us with specific questions to see if your area is covered.

Vacancy Cleanings Include the following Counties:
Alameda
Contra Costa
San Francisco
Solano

Note: Vacancy cleanings cannot be combined with any offer not extended by Swift & Tidy.  Additional upgrade fees may apply to redemption on any sale or promotion.  Please contact us with questions, prior to booking.

1.  What services do you have to offer?
We offer a few services ranging from touch-up maintenance and maid service, to deep cleaning, move-in or out cleanings and even post construction and event services!

We also offer additional services such as Oven, Fridge, Window, Baseboard, Cupboards, & Patio/Garage Cleaning! 

2. What should I expect during my service?
If this is your first time with us, we will schedule a free home evaluation at a convenient time for you so that we may introduce ourselves and get to know your home. That way our team can be fully prepared and ready to give you our most swift & tidy service.  Please return all questionnaires and your contract for confirmation of your appointment.

Once we schedule an appointment for your home, your appointment details and confirmation will be sent to your email and via text in order for you to have access to complete details, your invoice and even see which of our team members are assigned to your home. 

On the day of your appointment, our team will notify you that they are en route to your home by SMS Text (standard messaging rates apply). Upon arrival, our team will greet you if you are home, beginning in the master area of your home or the second floor, and work their way through your home cleaning from top to bottom, left to right. Once they are done, they will send you another notification that your home is complete and also complete a thorough walk-through to ensure that our work has been completed in its entirety. 

Payment is due on or prior the day of service unless otherwise arranged either by credit or debit cards (commercial and residential service). Late fees will be applied. Your invoice and receipt will be emailed to you however if you need a physical copy of your receipt, please contact our office and we will be happy to provide one for you.  

3.  Is there anything I need to before my cleaner arrives?
We kindly ask if you could please remove any clutter from your home from areas such as the floor, countertops, tubs & showers areas.
It is also best that all toys, clothes, dirty dishes, personal items, and valuables are put away before we arrive.  

4.  How long does it usually take to clean a home?
On average we spend about 1.5 to 4 hours per home from standard, deep and vacancy cleanings, and between .5 and 1.5 hours for tiered Maid services. If we believe it may take any longer than that, we will possibly send another team member over to your home to help complete your cleaning but don’t worry, we can always send you an alert to when your crew changes so you know who is in your home at all times. 

5.  How many people can I expect to have in my home?
Typically, we send a team of 1 to 2 people to your home. Through our app Workiz, you always be able to know which of our team members have been assigned to your home and even have access to their team photo & reviews!

On rare occasions, there may be four people sent to your home in case we have an extra full schedule that day but we will always work with you so you know how many people will be in your home. We respect that your home is private and appreciate the trust you place in us by inviting us into your home.

6.  What time can I expect the team member to arrive?
We can’t guarantee an exact time residential housekeepers will arrive because each home gets the attention it deserves and not a pre-determined amount of time. Still, most homes fall easily into regularly scheduled cleaning 2 hour windows between 8 a.m. to 8 p.m., Monday to Friday.

Once your appointment is scheduled, we will give you an approximate window of arrival times between 45 minutes to 2 hours. We try our best to forecast the most accurate arrival time for our teams, however, road and weather conditions can also damper the best of intentions.
Thank you for your patience, we have not forgotten about you.

7.  Do you bring your own supplies & equipment?                                      Yes, We bring everything: cleaning products, mops, buckets, cobweb removers, dusters, towels and vacuums (we ask that pet owners provide their own vacuums if possible)  If you have a certain preference for cleaning products or supplies, please don’t hesitate to let us know. If we have it on hand, we will be glad to use that instead.

Or if you would like us to use your own, we are happy to do so but it will be at your own discretion.
*We are not able to be held accountable for any damage from using any supplies that we did not originally provide our team. 

8.  How do you deal with pets?
Dogs & Cats are usually confined by their owner into an area of the house not being cleaned, such as the basement, garage, spare bedroom or kennel.  We cannot repeatedly honor a service guarantee for pet hair, dander or pet tracks in a home where pets are allowed to wander prior, during and immediately after your service. 

9.  Do I have to be home during my house cleaning appointment?
If this is your first appointment with us, we do ask if someone could be home so that our team may go through a brief tour of your home with you and confirm any details or concerns about your appointment. After that, you’re more than welcome to let us handle the rest if you’d like to leave or step-out.

For all other appointments, because we clean Monday-Friday, 8 am to 8 pm, most of our customer isn’t home but the vast majority of our clients trust Swift & Tidy Cleaners with a key or garage code to their home. For additional security, all house keys remain at our office, unmarked, and with our designated key holder unless we have your home scheduled for service that day. 

10.  What happens if I need to cancel or reschedule my appointment?
We understand life gets crazy but we are happy to work with you. Simply call at least 48 hours before your regularly scheduled home cleaning with a more convenient cleaning time or date. We will do our best to accommodate your scheduling needs.

If you miss, cancel or reschedule your appointment with less than 48 hours notice, a one-time cancellation fee of $35 will be applied to your account. If you miss, cancel or reschedule your appointment after dispatch (day of service), a cancellation charge of 50% of your service will be applied to your account. 

We appreciate your understanding and cooperation with us in regard to this policy in that it helps us continue to provide the best possible service to our clients in a timely manner.

11.  What is your cancellation policy?
We understand that unplanned issues happen, and you may need to cancel or reschedule your appointment. We are happy to work with you and kindly ask that you call at least 48 hours before your scheduled appointment. If you miss, cancel or reschedule your appointment with less than 24 hours notice, a one-time Cancellation Fee of $35 will be added to your account.

We appreciate your understanding & cooperation with us regarding this policy as it helps us continue to provide the best possible service to all of our clients in a timely manner.

12.  What if I have a special request?
You can call us, email us, or leave a note on the counter. Either way, please be sure to give us advanced notice of requests that may take more than an extra 1/2 hour or so to complete.

13.  What happens if something is damaged during my service?
We treat all homes with care; however, if something breaks we will make every effort to have the item repaired, or replaced. Insurance claims will be filed when appropriate. 

14.  How will our relationship work & Whats your service Guarantee?
For our residential services, we use an initial contract, we depend on open communications and your evaluation of our services. As a customer with a regularly scheduled cleaning, depending on how often your occurrence is, we will do our best to schedule anywhere between the next 3 to 6 visits; of course, we don’t hold any obligation* to these dates. If you prefer to have us on an as-needed basis, just give us a call whenever you’re ready to have our team come by.

As a general cleaning client, a part of what you pay for is a consistent spot on our schedule. Having a consistent spot ensures that you receive a discounted rate. Any gaps in regular service MAY increase your rate if additional time is needed in order to bring your home back to a maintenance level. A cancellation fee will also apply if you do not cancel at least 24 hours in advance.

Our service guarantee ensures that our clients recieve a top level of satisfactory services.  If you are not satisfied with your serivce, please contact us directly so that we may dispatch for a complimentary service at no additional cost.  We work until we get it right.

15.  One of my regular visits falls on a Holiday. What happens then?
We usually send a notice or call you to arrange a different day to clean your house. We do not clean on the following holidays when they fall on a weekday:
New Years Eve & Day          Labor Day
Memorial Day                       Thanksgiving Eve & Day
Independence Day               Christmas Eve & Christmas Day

Holidays may update accordingly.  Please contact us with any questions.

16.  Do you Accept Checks?
Yes, we do! We allow our commercial clients to pay by electronic check only, prior to their appointments. Ask us how? 

17.  Can I Pay Online?
YES! If you’d like to make a payment online, just let our team know and we will send & push your invoice over to your inbox (please be sure to check your Spam folder as well!) with access to our Online Payment System.
You can also set up a free profile on HouseCall to process your payment by credit card and even save it up there for next time too! We are never allowed to automatically charge your card. Instead, we’ll send the total amount to be charged to you for approval and once YOU approve it, the payment is all set! Receipts are automatically sent straight your email*

*For paper receipts, please contact our office & we’ll be happy to mail it over to you. Please allow 7 to 8 business for delivery.

18.  What happens if I’m not satisfied with my service?
Your happiness is important to us! If we missed something or didn’t meet your expectations, give us a call. We’ll come back and make it right.  Contact our Resolution Team by calling 510.239.5020 X801

19.  What is Workiz and is it required?
We schedule all of our appointments, set up customer profiles, create invoices, and update online payments straight through Workiz

While this app helps both of our team and our customers out a lot, it is not required to have Workiz when setting up a service with us. It is completely optional and we will still be able to send you appointment updates and your invoice straight to your e-mail or even by SMS text message.

20.  Why Should I Hire Swift & Tidy Cleaners?
We are here to make your life easier.  We love coming by to make a difference and make your home feel like home again. When you hire us, we take care of all of the details. We are licensed, bonded & insured and we even take care of all the employment paperwork that comes with hiring each of our employees; something that you won’t even have to worry about! You will be protected against theft, accidental breakage and any accidents that happen in your home.

We are family owned & operated, which means our entire business is based locally, right here in Hercules CA!

We bring all of our own products, supplies & equipment and take care of your entire cleaning according to your home’s cleaning plan. Once cleaning is completed, we always ask for feedback from all of our clients and then use that to make our services even better for you and everyone that works with us!