Cleanly Planned, Frequently Asked Questions

Yes, we want you to be completely satisfied with our cleaning services. If for any reason you're not happy with our work, please let us know within 24 hours and we'll make it right.

 Your membership fee is billed AFTER your first scheduled clean. If your first cleaning falls between the 28th and 31st, future billing will shift to the 1st of each month for consistency. This monthly payment covers your scheduled cleanings based on your chosen plan with no separate charges after each visit. You’ll just see one flat fee each month, making it easy to budget and plan. Any optional add-ons selected for a visit will be charged after the service is completed. 

 Yes. All of our independent cleaners are thoroughly vetted through reference checks and public criminal record databases. We take your safety seriously and only work with professionals we’d trust in our own homes. 

Just head to our booking page to choose your service, pick your preferred date, and customize your clean. Once we receive your request, we’ll review it, match you with the right cleaner, and confirm the appointment within 24-48 hours. Scrub Club members will receive reminders when it's time to schedule each of their included visits - always confirmed individually so we get the timing just right. 

As a Scrub Club member, you’re billed monthly and your included cleanings are scheduled separately. We’ll reach out ahead of each visit to confirm the date and time that works best for you. You can also contact us anytime to request a preferred day. This lets us match you with the right cleaner while making sure your cleanings happen on your terms — no auto-scheduling, no surprises. 

We accept all major credit and debit cards through Stripe — Visa, Mastercard, American Express, Discover, and more. No cash, no checks, no hassle. 

Your card is only charged after your cleaning is complete and confirmed. You’ll get a receipt automatically — no need to chase us down. 

Nope, as long as you cancel before your cleaner heads out. But if we show up and no one’s home, no access, or you cancel after the driver is on their way, we’ll charge a $10 gas-and-time fee to cover the “whoops.” We promise we’ll never sneak-charge you. We just ask for a heads-up if plans change. 

We work with a mix of W-2 employees and 1099 contractors — and here's why: many of our cleaners prefer the flexibility and tax benefits that come with being independent. Every cleaner, no matter their classification, is carefully vetted, trained on our standards, and expected to deliver the same trusted Cleanly Planned experience. 

Not at all. Tipping is optional and always appreciated. You can add a tip during booking, after your cleaning, or in cash. If leaving cash, please place it in a clearly marked envelope with the cleaner’s name or simply write “For Cleanly Planned.” For everyone’s safety, we’ll never take loose or unlabeled cash left out in the home. And don’t forget, 5-star Google reviews also earn your cleaner a cash bonus from us! 

No problem! Many of our clients aren’t. You can leave a door code, key, or lockbox instructions when booking or just shoot us a text. We’ll make sure your cleaner knows exactly how to access your home safely and respectfully. 

If we arrive and can’t access your home, we’ll charge a $10 gas-and-time fee. We totally get that things happen, just let us know ahead of time so we can reschedule without any charge. 

You’ll get an automatic email and text reminder through our system (no sticky notes needed). We may also follow up personally if anything needs adjusting, but we aim to keep it all seamless and automated. 

We aim to hit your scheduled time as closely as possible, but sometimes traffic or earlier jobs cause slight shifts. If you note that a firm time is needed (like before guests arrive), we’ll make sure we’re on time or early. 

You can include notes right on the booking form, or just text/email us after if you remember something later. We’re happy to note pet quirks, preferred products, or room-specific requests. 

Whenever possible, yes, and especially if you're a Scrub Club member. We give priority to keeping your experience consistent, including sending the same cleaner and remembering your preferences. Everything is stored in our system so that your home feels familiar, even if we need to adjust the team occasionally. 

Yes, we come fully equipped with everything needed for a great clean. That said, if you'd prefer we use your own products, just let us know and leave them out in an obvious spot. We’re happy to work with what you have, as long as it’s clearly available when we arrive. 

We’re fully insured. If something gets damaged, just let us know right away. We take these situations seriously and will work with you to make it right. Our cleaners treat every home with care, but in the rare case of an accident, you’re covered. 

We love pets but safety comes first. If your pet is friendly and used to visitors, no problem! That said, our cleaners won’t enter a home where an animal is showing signs of aggression. It’s the owner's responsibility to secure pets or be home to introduce them to the cleaner for loud or intimidating animals. Just let us know what to expect, and we’ll make sure everyone’s comfortable. 

Yes! If we’ve got a cleaner free, we’re happy to swoop in like your personal cleaning superhero — cape optional, mop included. No rush fees, no eye-rolls. Just book online or shoot us a message, and we’ll do our best to make your clean happen today.