Frequently Asked Questions

KEENCLEAN PROS TEXT ALERTS

By opting into the KeenClean Pros Text Alerts program, you agree to receive SMS messages related to your cleaning appointments, service confirmations, reminders, promotional offers, customer feedback requests, and occasional updates about new services.

 You can cancel the SMS service at any time. Simply text “STOP” to the shortcode. Upon sending “STOP,” we will confirm your unsubscribe status via SMS. Following this confirmation, you will no longer receive SMS messages from us. To rejoin, sign up as you did initially, and we will resume sending SMS messages to you.

 If you experience issues with the messaging program, reply with the keyword HELP for more assistance, or reach out directly to info@keencleanpros.com.

 Carriers are not liable for delayed or undelivered messages.

 As always, message and data rates may apply for messages sent to you from us and to us from you. Message frequency varies. For questions about your text plan or data plan, contact your wireless provider.

 For privacy-related inquiries, please refer to our privacy policy: keencleanpros.com

 Also, by confirming this booking, you agree to text and email communication from KeenClean Pros.

You affirm that you have accurately entered your property details (bedrooms, bathrooms, square footage, etc) and agree to our cleaning checklists (located on checklist page of our website and a link will also be sent to your email after booking).

 We give our clients the option to book online, and we cannot issue any refunds due to incorrect booking information. It is the client’s responsibility to know what they are booking and paying for. We are one call away if there are any questions or confusion. If any additional requests need to be added(bedrooms, extras, etc), this will be added to the booking total to reflect the correct details and total price. As we are also on a schedule, please input your booking details correctly to avoid a cancellation or rescheduling fee. If we arrive to a property not as described and have to cancel a cleaning, this fee may be charged (see cancellation and rescheduling fees below). 

 Again, EACH CLIENT has a responsibility to enter their property and cleaning details correctly. ALL changes/requests must be completed before 72 hours of your cleaning date or this may cause cancellation of your cleaning due to our set scheduling.

 We will reach out to each client for majority of online bookings to confirm details PRIOR to your appointment date. Please be available to avoid booking cancellation.

 Additional important details:

1. Minimum: We have a minimum of $150 to come out to any property. If a booking total equals to less than $150, then your booking will be adjusted to reflect our minimum price.

2. 48hr 100% Guarantee: As a small family business, we do not give refunds but we offer a 100% gaurantee for our cleaning checklists. By booking, you AGREE to our guarantee. Our guarantee states if any checklist item is missed (checklists located on our website and sent over during booking confirmation), we will come back out free of charge to complete any missed checklist items. We have a strict, no-tolerance policy in place for all workers to display the upmost professionalism and to exhbit excellent cleaning while completing each item on our 100% guaranteed cleaning checklist for every cleaning.   

3. Number of cleaners: We only send 1 cleaner to your home unless the property is above ~3500 sq ft. Sometimes there will be 2 cleaners for homes of less size depending on the day’s schedule, but only expect 1 cleaner unless 2 cleaners was communicated during booking. Our 100% guarantee for all checklist items still stands whether 1 cleaner or an entire team. To note, for peace of mind, Some of our lead cleaners clean homes much larger by themselves. 

4. Moving of furnitire/appliances: Please stage the home entirely before our cleaners’ arrival. We do not move any furniture, appliances, or heavy items to avoid damage or any other issues. We also have a checklist to workthrough, so we ask that the clients do not move any furniture during the cleaning. Although it may seem that this is not intefering with our cleaning process, the home must be COMPLETELY staged upon arrival- no moving of furniture by our cleaners or the client. If furniture is being moved during the cleaning, this can cause your appointment to be canceled. Lastly, we only clean areas areas within reach, those that can be reached with an extension, or those that can be reached with a 2 step ladder provided by the client. 

5. Move In / Move Out Cleanings: If you are receiving a Move in or Move out cleaning, the home must be empty, including empty of trash and the inside of all appliances/cabinets/drawers empty as well. If it is not empty, this may cause your cleaning to be canceled or we will have to work around or skip those items if possible. We also require for utilities and water to be turned on. 

6. Decluttering: IF ADDED TO YOUR BOOKING, it is priced per hour (1 hour minimum). This include folding of clothes, decluttering, or organizing(no heavy items). Client MUST depict what they would like decluttered/organized and note this during booking confirmation. Also, for decluttering/organization ONLY, we require the client to advise our cleaners during the clean so they are aware that they are decluttering/ organizing the correct areas and items. We do not organize without direction to avoid any confusion or misplaced/lost items. Otherwise, we have a specific checklist to follow for each cleaning.Please be sure to declutter and organize prior to arrival unless you had added decluterring/organization to your booking. Any extra time spent decluttering or organizing will be added to the booking at our hourly rate.

7. Cancellation policy: Please notify us AT LEAST 72 hours prior to your appointment if you would like to cancel or reschedule. We offer a one-time courtesy for rescheduling if done at least 72 hours before your appointment time. Many of our cleaners’ schedules are set weeks in advance, so any cleaning removed within 72 hours will not be able to be replaced. A $75 fee will be imposed for any cleaning canceled or rescehduled within the 72 hour timeframe that goes DIRECTLY TO OUR CLEANERS for the cleaning taken off of their schedule last minute. We also reserve the right to cancel any booking at our discretion for the following reasons, but not limited to:

– Client card hold declined

– Client not following our booking requirements

– Client not responding to our calls or text messages

– Client being extremely rude and/or communicating slurs to our employees. *As we are a service business and must send our cleaners out to your home, we must avoid putting our cleaners in any uncomfortable or hostile sitations if we sense this possibility. 

8. Rental security deposits: For move out cleanings, we are not responsible if your complex does not return your security deposit because of prior damage to your home. Common reasons for not returning security deposit include but are not limited to:

– Damaged paint on baseboards/ walls (even with spot checking, we recommend repainting for any walls in bad condition)

– Damaged carpets (we vacuum all carpets, and we also offer an additional carpet cleaning service, but we do not repair carpet and are not responsible for any prior damage). 

– Any other reason (from our experience, many rentals may keep security deposit regardless of home condition. We are not responsible for complex policies, but we OFFER A 100% GUARANTEE ON OUR SERVICES OFFERED.)

9. Cleaners Schedule & Workflow: Our cleaners are on set schedules and they have a checklist to complete for each property. To avoid any issues or delays, we ask that clients do not direct our cleaners, interrupt their workflow, or follow behind/clean after them during the entire cleaning. This can make our cleaners very uncomfortable and it is imperitive that they are comfortable for a successful cleaning. If you ever have any questions or concerns, please give us a call at the office. For our cleaners, they are also directed to step outside and give us a call if there are any additional requests, questions, or concerns. 

10. Parking: We ask that clients direct us to free parking. If no free parking available, the client is required to pay for parking. Please add parking costs in parking costs section or we can add it to the booking total. Parking is unpredictable in some areas, and we do not require our cleaners to have to pay for parking. We also require direct access to parking with immediate access to the property. As we are on a schedule, we cannot spend time searching for parking. Lastly, our cleaners cannot carry their supplies (vacuum/broom/mop/other supplies) down the street, blocks away, or any other area that are not directly in front of, on, or next to the property. 5-10 min grace period or appointment will be canceled and a $75 fee will be accessed. 

11. Hazards: We do not clean feces, dog poop, or bug infestations(bed bugs, roaches, etc). If there is a rodent or bug issue, we ask that the client provides proof of extermination and that the issue is resolved prior to our entry to the property. If not, your appointment can be canceled along with a cancellation fee being charged. 

12. Chargebacks: As a small, family owned business, we work extremely hard to provide our clients with the best cleaning services. We offer a 100% guarantee or we will come back out free of charge to complete any missed checklist items. It is sad that some businesses are defrauded constantly, and this could cause a small family business to close. If fraud is committed by proceeding with a fraudulent chargeback, we will take the additional, necessary steps to legally recoup these funds plus an 8% dispute fee(as we are charged for a dispute) for our hard working cleaners and teams. Here in the state of Georgia, a lien is placed on a home for unpaid services. This lien can be placed whether you are a renter or homeowner, and all parties will be notified for future proceedings. For each cleaning, we have GPS logs showing we were at the property, time tracking, photos, checklists, recorded calls(all calls recorded) and more. We work really hard to be our best so we ask that we are treated with the same respect and professionalism.

Lastly, by confirming this booking, you agree to all terms above and agree to authorize KeenClean Pros to place a hold on your card for the booking total displayed (to be processed after the cleaning is complete) and for any additional tasks that were communicated to you beforehand, along with agreeing that it is okay for KeenClean Pros to send over marketing messages and future specials(can opt out at any time).

The booking total will be put on hold 6 days before the booking date to confirm funds. The charge will not fully process until after the cleaning is complete.