Question 1

How Do I Book My Cleaning?

Accepted Answer

Chargebacks:Due to the increase in fraudulent chargebacks we’ve experienced throughout the entire duration of the pandemic we’ve hired a collections agency to put all fraudulent chargebacks into collections. All accounts in collections will also receive a 10% late fee every month. As well as all *NEW* customers will be charged upon booking no matter how far out you book.
How-To-BookWhen booking a move-in/Move out cleaning you MUST select the move-in move out package. If you do not, we are not liable for it to be a completed move out/move in and most likely will not confirm the booking.If your home is larger than 2 bed 2 baths you are REQUIRED to select deep cleaning. It is not fair to expect our staff members to clean your entire home in less time. The deep cleaning allocates the necessary time to properly clean these large homes.

How to determine if your home is “Slightly Dirty, Pretty Dirty or Very Dirty.”

If your home hasn’t been professionally cleaned within the last year, you should select “Very Dirty”.

If your home has been cleaned within the last 6 months, you should select “Pretty Dirty”

If your home has been professionally cleaned within the last 3 months, you should select ” Slightly Dirty "

Question 2

What Is Included In A Regular Cleaning?

Accepted Answer

Do’s:
Kitchen (clean sink out, counter tops, cabinet faces upper and lower, stove top)
All exterior surfaces in all rooms
Floors are mopped and vacuumed
Bathroom (complete toilet clean, shower, handles, tub, drain)
Bedroom  shelving, nightstands, bed frames, tidy up bed)
All window sills

Don’ts:
All Extras are not included (must be selected for an additional cost)
The extra time included in deep cleans allows for more detailed work in the above mentioned  Do’s.

Question 3

What Is Included In A Deep Cleaning?

Accepted Answer

Do’s:
Everything included in a regular clean +
Baseboards
Light switches & Door handles
Detailed Dusting
Back Splashes and Faucet Fixtures are polished
Light organization of all rooms (for detailed organization select add on)
Extra hour included for high detail areas

Don’ts:
All Extras are not included (must be selected for an additional cost)

Question 4

What Is Included In A Move Out Or Move In Cleaning?

Accepted Answer

When booking a Move Out or Move In clean, you can expect an all inclusive service. This is our most detailed package and includes 4 of the 7 extra services we offer which you can add to any level of service. These extras include: Inside oven, inside fridge, inside cabinets, and inside all windows. This clean is intended to turn the home someone once lived in, into its original state and ready for new homeowners.

Question 5

Which Service Do You Recomend For First Time Clients?

Accepted Answer

A deep clean is recommended for all first time cleaning by Kneetly. It allows us extra time to get all the areas that have been missed during regular cleanings in the past. After the initial deep clean, most customers switch to a standard 2 hour clean.

Question 6

Cancellations And Refunds

Accepted Answer

If you cancel before 48 hours you will receive a full refund to the payment information on file.

If you cancel within 48 hours of your booking, your booking is credited to your account to use whenever you’d like.

If you cancel within 24 hours, it is a non refundable full charge.

Question 7

What Are Your Hours Of Operation?

Accepted Answer

Our hours of operation are:
Monday – Friday: 8am-9pm
Saturday: 9am-6pm
Sunday: 9am-5pm

Question 8

Do You Work On Weekends?

Accepted Answer

To maintain dependability we have closed weekend hours and will only serve customers during the weekdays. Exceptions can be made.

Question 9

Is There A Rescheduling Fee?

Accepted Answer

We do not charge for rescheduling as long as it is done before 48 hours of your original booking. Please see our Cancellation & Refund FAQ for further information.

Question 10

How Do I Update Billing?

Accepted Answer

You’ll want to head to your account page, and under settings select billing. In that section it’ll allow you to update billing, address of clean, and your current subscription.

Question 11

What If I Want To Skip This Weeks Clean? Will I Still Be Charged?

Accepted Answer

No, Unless it’s within the 48 hour window. Within this two day window if you decide to cancel, the clean will be credited to your account at no penalty for future use.

Question 12

Do You Clean Any Outside Surfaces Of The Home?

Accepted Answer

We do not. Our insurance only covers our cleaners inside your home.

Question 13

What Day Is My Clean?

Accepted Answer

Please view your account page, look under “Subscription” to see your next scheduled cleaning. Please remember if that day doesn’t work for you, you can always change it.

Question 14

Will The Same Cleaner Come Every-Time?

Accepted Answer

Yes, upon request. Please understand that cleaners have personal lives, and can get sick, or request leave. If that occurs we’ll ask to either reschedule, or send a different cleaner.

Question 15

Do I Have To Be Home When The Cleaners Arrive Or Depart?

Accepted Answer

You do not! However if it’s your first time signing up for a Kneetly cleaning, initial introductions always help develop the personable relationship with your home specialist.

Question 16

Is Kneetly Lisenced, Bonded, And Insured?

Accepted Answer

We are insured up to 1m, licensed in California state and bonded through next level insurance.

Question 17

Does Kneetly Use Toxic Cleaners?

Accepted Answer

In some instances "Harsh" chemicals are strictly used on tough to clean areas. For example, a glass shower door with calcium buildup will require CLR to clean.

Question 18

Can I Leave A Key?

Accepted Answer

Yes! It is actually preferred after the initial visit. This way we’re not holding you up if there’s traffic or if parking is a little harder than usual to find.

Question 19

Is Tipping Normal? If So How Much?

Accepted Answer

Yes it is. However there is no suggested percentage, whatever feels good to you. Any amount is appreciated by your Home Specialist.

Question 20

What If Something Breaks?

Accepted Answer

This seldomly occurs but accidents do happen. Please  contact our office immediately to work with our insurance to get the object of value replaced.

Question 21

Do You Clean If People Smoke Indoors?

Accepted Answer

We do not! This is a strict policy as we’re adamant to provide an awesome experience for the customer, but equally providing the safest working conditions for our cleaners.

Question 22

What If The Cleaner Doesn’t Stay The Entire Time Or Finishes Early?

Accepted Answer

Cleaners will always find more to do to clean up your home with the time you’ve paid for. If a cleaner does happen to leave early contact our offices immediately.

Question 23

What If I’m Not Satisfied With My Cleaning After They Leave?

Accepted Answer

If you are not happy with the service for any reason please call us immediately for further instructions. A Re-scheduled clean must be made within 2 business days of the original appointment.

Question 24

Am I Charged Upon Booking?

Accepted Answer

Yes, this is to ensure your day and time is reserved. This may seem inconvenient and unorthodox as a service company. But due to fraudulent billings in the past we’ve changed to this standard to ensure all cleanings are paid for before service.

Question 25

Are Your Prices Negoitable?

Accepted Answer

No, are rates are calculated by the information you provide on our booking page. We provide some of the lowest rates in the industry.

Question 26

What If My Chosen Service Ins't Completed In Time?

Accepted Answer

An additional booking must be made. In most cases this is because the lack of cleanliness required more time to begin with.

Question 27

What If My Home Requires More Time Than What It Was Booked For?

Accepted Answer

When you book online be sure to select the current level of cleanliness of your home. This ensures the proper amount of time is allocated to cleaning your home during your scheduled booking. Improper booking information will require you to reschedule at full rate.

Question 28

Why Do I Need To Select The Level Of Cleaniness My Home Is In When I Book?

Accepted Answer

We’ve simplified the industry standard for booking cleaning services by removing the standard home walk through and any implementation of square footage into our rates. Be selecting 1 of 3 options we can ensure their will be enough time to clean your home.

Question 29

What Can I Expect When I Add Organization To My Booking?

Accepted Answer

Areas that are often left cluttered will have the added time for proper organization. Some areas that are often left unorganized are pantry’s, bedroom closets, bathroom counters, entryways, kitchen counters, etc.

Question 30

How Do I Cancel My Account?

Accepted Answer

Please head to the “account” page on our website, login into your account. Find “cancel my account” and submit a quick form to successfully cancel your clean.

Question 31

How Do I Determine The Answer To "How Often Do You Clean"?

Accepted Answer

To get the most out of your scheduled cleaning evaluate the current condition of your home with honesty. This will determine if your home is cleaned in one passthrough and avoids any need for rescheduling a second cleaning at cost.”

Kneetly

Frequently Asked Questions