Frequently Asked Questions
How do we pay?
We now require a credit card number in our system. This can be securely entered by you and we never have access to it. Cleanings will be charged the day of service.
Can I add a tip?
Tips are always appreciated, never expected. If you would like to treat your hard working cleaning staff to a tip, leaving cash is the most convenient for all. If you would like to add a tip to your credit card transaction, you may do so by logging into your account. If we have already run your card, it will come through as a separate charge
Will I get the same team each cleaning?
Our scheduling coordinator will do her best to assign the same team each clean. Typically, we will have 3-4 people familiar with your home, so that at each visit, there is someone who is familiar with your home and your needs. One of the reasons why our staff come to work for Eco Mama is that we are flexible with scheduling when they need time off due to kids being sick, or an event at school that they may need to attend to, as well as offering sick days and vacation time. We train each team the same, and put them through the same tests upon hiring. If your preferred cleaner or team is not available, our goal is for the result of your cleaning to be the same.
What cleaning products do you use?
We use natural cleaning products. We like to keep our employees safe from the dangers of toxic products as well as our clients. We use baking soda, vinegar, micro fiber cloths, pumice stones, and our very popular Lavender Mint Bliss, which is a locally made natural cleaning product based with the purest distilled essential oils with antibacterial properties, and naturally derived soaps.
Can I buy these amazing products?
Yes! Due to popular demand, we started selling Lavender Mint Bliss in 2013. We sell it online. We can also deliver it at your time of service if we have notice of a week or more.
How much does cleaning cost?
Our estimates are blind estimates based on the average it costs to clean a home similar to yours. We can not guarantee that an estimate given by email, phone, or online will be your exact pricing. If we anticipate the charge to be more based on the condition, we will reach out to you to approve of the additional time and costs needed.
Do you give discounts for referrals?
Yes! As a small business, we LOVE referrals! We will credit your account $25 for each referral you send! If you send us 4 clients that set up regular service, we will give you a free cleaning (up to $200 service).
Why are your prices higher than other companies?
While we are not the cheapest, we are not the most expensive either. Our prices tend to be on the higher side due to the quality of our staff and products. We pride ourselves on being a great employer and pay our teams a livable wage, drive time between jobs, mileage, bonuses for great work, paid sick time, earned vacation time, and Holiday bonuses. We are also fully licensed and insured. We do hire our staff as employees and pay employee taxes vs independent contractors (unlike some companies) so that we are able to train them properly and ensure that you have a great experience.
Am I able to create a custom cleaning list?
Yes! We are able to build a custom clean based on your needs or budget.
Are we in good hands with Eco Mama?
Eco Mama is fully licensed and insured. We also follow an extensive hiring process, background check our employees, and hire employees that have been recommended to us. The majority of our employees are moms that love to clean and are thrilled to have employment that works around school schedules.
What happens if I have to cancel or reschedule?
We know that things happen from time to time and cancellations and changes may occur. Eco Mama requests cancellations for a scheduled service be cancelled/rescheduled the week prior to your scheduled service. Cancelations MUST be 48 hours in advance. To cancel a Monday service, we will need to be notified on Friday at the latest. Any cancelations with less than 48 hours notice, will be charged a $50 fee. We do not guarantee that we can reschedule within the same week or week following. If service is cancelled last minute or our team members show up for a job and no one is home and no key or code to your home is provided you will be charged for a full service cleaning.
Do you bring your own supplies?
Yes, we provide everything needed. If you prefer us use something of yours, please let us know.
What happens if I want extra services?
Extra services requested are welcomed, although please understand that we need to be notified prior to your scheduled service as to what the extra services you would like to have done. There are extra costs associated with some extra services, so please make sure you ask for the cost prior to having the work done. We also need to schedule appropriately depending on the tasks to allow our cleaners more time to complete them and get to their next jobs.
How do you handle pets?
While most of our cleaners are animal lovers, we do ask that you respect any one that may feel a little threatened by a particular animal. For example, a dog that might bark or growl and follow them around, might make the them feel uneasy or uncomfortable. If this happens we ask that those dogs be put outside, crated or in a room with a closed door until the job is completed. Also please disclose if you have pets so we do not send someone who is allergic.
Dogs and Cats have a tendency to have accidents and/or get sick from time to time. Animal/Pet messes are the client’s responsibility unless requested and extra charges are applied to final invoice. Cost for this service is $20.00 per mess.
Understanding that your Pet sheds hair and may have access to all areas of your home is important. Once the cleaners have cleaned a room, vacuumed and mopped floors, we are not responsible for your pets going into that room shedding more hair or making a mess after they have cleaned and left that room. We do not touch cat litter.
Eco Mama staff do not carry ladders. If a ladder is required to complete your cleaning, please let us know, and have it ready for the staff. Staff are not permitted to climb more than 4 feet off the ground.
BROKEN/DAMAGE TO ITEMS:
While we do realize that some homes have decorative items that we clean/dust, accidents do happen. If our cleaners accidentally drop and break an item in your home, we will do what we can to either fix the item, or replace it. If we are unable to replace an item we will pay for the value of the item, receipts or documentation of the value may be required prior to payment.
We are not responsible for items that are not hung and secured properly on the walls, as we do dust wall art, or items that may be placed precariously and are susceptible to falling with the slightest touch. Blinds and other items in windows can get brittle and sun damage can occur. We will not be responsible for broken vertical or horizontal blinds that may be brittle, aged and susceptible to easy breakage. If we find that your blinds are in this condition the cleaners will opt not to clean them and you will be informed either by a note or an email from us, or verbally if you are at home.
During your maintenance schedule Eco Mama encourages feedback from their clients to let us know how we are doing. We can only improve on our services if we know what areas need improving. So we encourage and welcome your comments. Email: firstname.lastname@example.org.
Your satisfaction is very important to us. If you do have any problems with the service from our cleaners we need to hear from you within 24 hours of service in order to guarantee our work. We will send cleaners out to your home within 24 to 48 hours to re-clean the areas that were not cleaned to your satisfaction.