House Cleaning FAQs

  • We do our best to meet or exceed your expectations. If you are not satisfied with the job we did, please notify us within 24 hours of service completion, and we will return to touch up. If you are pretty happy, we ask that you share your experience with others by leaving us a review on Google, Facebook, Yelp, or your review site.

  • The best way to ensure that you receive excellent service is to let us know how you would like us to improve or what you would like to see completed differently. Feel free to call or e-mail us anytime, and we will ensure your concerns and requests are heard.


  • We do not require that you prepare for our visit by straightening beforehand. We’re glad to do some of the picking up for you. If you expect us to be doing much of it, please let us know before your scheduled service. Otherwise, it might reduce the time spent on other tasks and incur additional charges.


  • Crystal Clean Green Cleaning does not require or offer contracts for residential cleaning services. You may change or discontinue service at any time, subject to our cancellation and rescheduling policy.


  • Quotes are free, and there is no fee for canceling an appointment for a quote. We do ask that you provide us with as much notice as possible.


  • Payment is due in full at or before each service appointment. We accept cash, checks, and all major credit cards. Card on file is preferred, secure, and safe. If paying with cash or check, please leave payment on the kitchen counter or table. If you forget one payment, please get in touch with our office. Late fees may be assessed as a 20% service charge. If you require an invoice, don't hesitate to contact our office.


  • Additional charges may apply when a home requires significantly more time or attention than normally expected, such as after a party, an extended absence, or unusual buildup between visits. Any additional cost will be communicated by our office or team lead whenever possible before the additional work is completed.


  • We require a one to two-hour window of arrival. During the scheduling of your service, we will provide an estimated arrival window. Our staff will call you to let you know if they are significantly off schedule (more than 30 minutes early or late).  While we schedule for travel time, we cannot control traffic conditions, and earlier clients’ appointments may take more or less time than planned or be canceled.


  • The amount of time spent cleaning may vary somewhat from appointment to appointment. Please contact our office before your appointment if you would like to add or remove cleaning tasks so we can adjust the time and materials accordingly. Additional services might be subject to time, extra costs, availability, scheduling, and other resources. For requests that time and resources do not allow, additional visits/scheduling might occur.


  • Many of our clients provide us with a key or another approved method of accessing their home. Keys are securely stored and are only provided to the appropriate team on the day of service. Providing reliable access helps avoid delays or lockout fees.

    If you prefer to be home, please remember that we schedule an arrival window rather than an exact arrival time. We will work with you to establish the access method that works best for your home.


  • We will assign you to a team leader who will come to know your specific needs and preferences. We will substitute for illness, vacation, turnover, etc. We may need to replace them during busy Holidays, although we try to avoid this. With all substitutions, we will do our best to send at least one person who already knows your home. Team assistants may change over time as we promote them to team leaders. We will contact you in advance if we need to change your schedule to a different team leader permanently.


  • Please do not ask our staff to:

    • Please do not ask our team members to remove required protective or slip resistant footwear while working in your home. Appropriate footwear helps protect our team and allows them to work safely.

    • Use ladders other than the one we provide, or climb up on any furniture. Our staff carries extension poles to reach high areas.

    • Lift or move heavy items.

    • Clean up human or pet waste, blood, or bodily fluids.

    • Restrain or move an aggressive or barking dog. If your pet is aggressive or uncomfortable with strangers, please restrain him/her before our team arrives. Otherwise, we may not be able to provide service, and you will be charged a cancellation fee.

  • Tipping is never required, but it is always appreciated. If you would like to recognize your cleaning team, tips may be given directly to the team or added to your payment. Holiday or special occasion gifts are also completely optional and always appreciated.

  • Please note that by using our cleaning services, you accept the conditions of our cancellation/rescheduling policy.

    If you must cancel or reschedule a cleaning appointment, a 48-hour notice is required. We must adhere strictly to this policy. When we reserve time for your cleaning, we turn away other clients and plan our team schedules and resources accordingly. You can cancel an appointment on our website or contact us via e-mail or phone (M- F, 9 am to 5 pm). There are no penalties for cancellations with a notice of 48 hours or more.

    We are closed on the weekends, so Monday/Tuesday appointments must be canceled or rescheduled no later than Thursday/Friday (respectively) before the cleaning.

    Failure to cancel/reschedule on time will result in a $80 cancellation fee billed and due before the next appointment.

    No exceptions can be made to our cancellation policy.

    Should you need to cancel your service completely, we ask for courtesy of a two-week notice. We do not bind our clients with contracts, thus you can cancel your service at any time and we do understand that circumstances do not always allow for notice. The cancellation/rescheduling policy of 48 hours would still be in effect for service termination.

  • If the cleaning team is unable to start service because of:

    Being locked out, the client failing to show up on time, or putting the team's safety at risk; if your pet is showing signs of aggressiveness towards them, downed power, unsafe walkways, etc. (the team lead determines the risk).

    The appointment will be canceled and subject to our cancellation/rescheduling fee.

    To avoid lock-outs / no-shows, take advantage of our free key-holding option.

  • We realize our clients have busy schedules. We make every effort to keep our appointments running on time; however, the cleaning teams or customers might occasionally experience delays. Our key holding option is a great alternative to eliminate the wait time for our arrival. This option ensures that our cleaning teams have proper access to your home without waiting for us. Your key is kept safe and secure in our key safe/lockbox without personal information labeled on it. Keys are only handled by team leads / management and only taken out on the day of your appointment. This option is free to all our clients, and the keys can be returned anytime.

    If interested in our key holding options, you can leave a key on your next appointment or have it mailed to us at:

    Crystal Clean Green Cleaning

    2123 Porter Lake Dr, Suite H

    Sarasota, Fl 34240

    Please check the key to ensure it is operational, and allow seven business days before your appointment. We strongly recommend using a padded envelope when mailing keys.

  • We train our staff to take extra care of your belongings; however, occasional accidents happen. Our staff is instructed to report breakage or damage immediately to the office and you if you’re available. If you believe that something has been damaged or broken by us, we need to hear about it within 24 hours after your appointment. We do not take responsibility for damage not reported within this time frame.

    Except for intentional damage, Crystal Clean Green Cleaning’s total liability for property damage is limited to a refund of the amount paid for the cleaning service rendered on the date the damage occurred. Crystal Clean Green Cleaning, at its sole discretion and without admitting liability, may offer to replace or repair the property instead of a refund. Crystal Clean Green Cleaning will choose the method, manner, and person or persons to perform or supply such repair or replacement.

    You are responsible for letting us know if there are valuable or irreplaceable items, such as heirlooms, so we can instruct our staff not to touch them. We cannot take responsibility for cleaning or damaging these items if they have not been pointed out to us.

    We cannot take responsibility for damage to broken items because they were not correctly attached or secured (for example, a hanging picture that was improperly attached to the wall) or items with prior damage.

  • We screen our staff carefully upon hiring. Theft by household workers is rare, and usually, items believed to be stolen are eventually found in the home. Most people are honest, however we can’t guarantee that theft will never happen, and we want to assure you that we will cooperate in any way we can in the even that you suspect that our staff has taken something from your home. If you suspect a theft has taken place:

    Contact us immediately so that we can talk with our staff. They may have seen the item, or the conversation may give us additional helpful information. Search your home carefully. If you conclude that the item has been stolen, we urge you to contact the local Police and request an investigation. We are bonded, and our Janitorial Bond will cover stolen items if the person responsible is found and convicted.