Totally Awesome Maids

We understand that while there are many details that come with House Cleaning, there are just as many questions. Well, we have answers! 

*If you are not able to find your question or answer here, please don't hesitate to give us a Call or Send us an E-mail. We are more than happy to help guide you in the right direction and accommodate any questions or concerns!

11. What is your Cancellation Policy?
12.  What if I have a Special Request?
13. What happens if Something is Damaged while my home is being cleaned?
14.  How will Our Relationship work?
15.  One of my Regular Visits Falls on a Holiday, what happens then?
16.  Do you Accept Checks?
17.  Can I make a Payment Online?
18.  What happens if I'm Not Satisfied with my service?
19.  What is HouseCall and is it necessary to download it?
20.  Why Should I Hire Totally Awesome Maids?

Here are our Top 20 Frequently Asked Questions!

1.  What Services do you Have to Offer?
We offer a few services ranging from touch-up maintenance cleaning, to deep cleaning, move-in or out cleanings and even custom cleanings! 
We also offer additional services such as: Oven, Fridge, Window, Baseboard, Cupboards, & Porch 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 Totally Awesome service. 

Once we schedule an appointment for your home, your appointment details and confirmation will sent to your email or you can also download the app, Housecall, 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, begin 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 to its entirety. 

Payment is due on the day of service unless otherwise arranged either by cash, check, or online payment. Late fees will be applied. Your invoice and receipt will be emailed to you however if you need a 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 Do Before My Team Arrives?
We kindly ask if you could please remove any clutter around 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 2 hours per home. 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 to 2 to 3 people to your home. Through our app HouseCall, 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 to Arrive?
We can't guarantee what 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 windows between 9 a.m. to 5 p.m., Monday to Friday.

Once your appointment is scheduled, we will give you an approximate window of arrival times between 30 minutes to 1 hour. 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
If you have a certain preference in 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 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?
Cats are not a problem. We make sure that indoors cats do not go outside. Dogs are usually confined by their owner into an area of the house not being cleaned, such as the basement, garage, spare bedroom or kennel. 

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, 9 am to 5 pm, most of our customer aren't home but the vast majority of our clients trust Totally Awesome Maids 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 24 hours notice, a one time cancellation fee of $35 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 an advanced notice for requests that may take more than an extra 1/2 hour or so to complete.

13.  What Happens if something is Damaged while my home is being cleaned?
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?
For our residential services we do not use contracts, 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 insures 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 maintenance level. A cancellation fee will also apply if you do not cancel at least 24 hours in advance.

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 Day                     Labor Day
Memorial Day                       Thanksgiving Day
Independence Day               Christmas Eve & Christmas Day

16.  Do you Accept Checks?
Yes we do! A lot of our customers usually pay by check and that's totally okay with us! Just leave it out where our team can find it on the day of your appointment and we will all be good to go. 

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.

19.  What is HouseCall and is it required in order for my home to be cleaned?
We use HouseCall as a major backbone to our company. We schedule all of our appointments, set up customer profiles, create invoices, and take online payments straight through HouseCall. 

While this app helps both of our team and our customers out a lot, it is not required to have HouseCall 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 you e-mail or even by SMS text message.  

20.  Why Should I Hire Totally Awesome Maids?
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 paper work 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 Raleigh, North Carolina!

We bring all of our own products, supplies & equipment and take care of your entire cleaning according to your home's cleaning plan. Once a 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! 

Check out our Testimonials!

Got a Question?

1.  What Services do you Have to Offer?
2.  What Should I Expect during my service?
3.  Is there anything I Need to Do before my team arrives?
4.  How Long does it usually take to clean a home?
5.  How Many People Can I Expect to have in my home?
6.  What Time can I expect the team to Arrive?
7.  Do you Bring your Own Supplies & Equipment?
8.  How do you Deal with Pets?
9.  Do I have to be Home During my house cleaning appointment?
10. What happens if I need to Reschedule or Cancel My Appointment?​

Top 20 Frequently Asked Quesitons