FAQ
We welcome your questions, comments and suggestions regarding our service and products.
GENERAL
Q: What areas do you serve?
A: We serve all neighborhoods in N, NW, NE, SW and SE Portland.
For one-time service outside of our normal service areas (Beaverton, Tigard, Milwaukie, Clackamas and Lake Oswego), please call our office at 503-222-2334 or email us at [email protected] for a custom estimate and to schedule your appointment.
Q. Does Domestica supply all the necessary green cleaning supplies to get the job done?
A: Domestica provides all the equipment and supplies necessary for the job, including Domestica’s own line of non-toxic cleaning products and Miele H.E.P.A. filter vacuums.
(Please note: In the majority of all cleanings, we use environmentally-safe, non-toxic cleaning products. However, at some first-time cleanings, stronger, traditional products may be necessary to remove excessive buildup or limescale. If you have any specific sensitivities or issues, please do not hesitate to let us know.)
Q: What if you stay longer than anticipated to finish the job?
A: Unlike many other services, Domestica has a service quote, not a time quote for our “Book Now” cleanings. This means this means that the cleaners will stay as long as they need to complete the cleaning at no additional cost under most circumstances.
All first-time and move-in/move-out cleaning rates are quoted for homes in normal condition that have been receiving general maintenance cleaning.
(Please note that per OSHA regulations, we are not able to handle any animal waste.)
Subsequent cleanings performed on a weekly, bi-weekly or monthly basis will be at our regular, fixed rate.
Q: Do I have to be home while you clean?
A: You do not have to be home for your cleaning, in fact most of our clients prefer not to be.
If you will not be there to let the cleaner in, simply leave us detailed entry instructions when you schedule your appointment online so we know how to gain access to your home. Your home will be locked when the cleaner leaves.
For regular service, Domestica will keep a copy of your house key in our office. All keys are kept in locked security box, identifiable only by a key number and never kept with your address or any other identifiable information.
Q: Will the same cleaner show up for all my appointments?
A: We make every effort to send the same cleaning team every time. In the case vacation or illness, a replacement employee will be sent with your regular team member.
TRUST & SAFETY
Q: Are you insured and bonded?
A: Yes, all Domestica employees are insured, bonded and covered by workers’ compensation insurance.
We treat your home with the same care as we would our own, and are always careful. In the unlikely event that an object is damaged, please notify us within 24 hours.
Q: How long have you been in business?
A: Domestica has been in business serving thousands of homes and businesses in the Portland area since 2001 and have an A+ rating with the Better Business Bureau.
Q: Can I trust Domestica cleaners?
A: Absolutely. All Domestica cleaners are highly trained, background and reference checked, as well as insured and bonded.
All cleaners are full employees of our company, not independent contractors. We pay all applicable state, local and employment taxes.
Q: Is Domestica pet safe?
A: We love animals, but they don’t always love us. If you think your pet may become overly anxious while we are there, please make temporary arrangements while are in your home. You can leave detailed pet instructions during the online scheduling process.
Q: Can you provide references?
Q: Does Domestica use cleaning products that are safe for all surfaces?
A: All of our employees are trained to use products that are safe for all surfaces, including stainless steel, tiles, glass and wood and wood floors.
SERVICES
Q: Why do you require a “Deep Cleaning” for new customers?
A: The Deep Cleaning is the required level of service for first-time customers and anyone who has not had a regular cleaner or is changing cleaning services.
This is a comprehensive cleaning of all out-facing services in your home, focusing on dusting and scrubbing any areas that need a little extra TLC.
Q: What is a Move-in/Move-out cleaning?
A: A move-in/move-out cleaning is a comprehensive, top-to-bottom cleaning which includes all the outward-facing details of the Deep Clean in addition to the insides of all appliances, cupboards and closets.
Q: Are your services guaranteed?
A: Absolutely! We have a 100% satisfaction guarantee. If for any reason you are not happy with your service, please contact our office within 24 hours of our visit and we will return to correct any oversight at no charge.
Q: Can I give special instructions to the cleaners and make special requests?
A: Yes, special instructions can be left for the cleaning professional when you schedule your appointment online. After the clean is complete, you can rate your Domestica experience and update your special instructions if you want something cleaned differently.
Please Note: For the safety of our employees and to protect your floors, we are unable to move furniture other than dining chairs and small coffee or end tables.
We will vacuum under all accessible furniture.
Q: Do you clean offices and other commercial spaces?
A: Yes. Domestica cleans small-to-medium sized businesses as well as post-remodel and post-construction cleaning.
As each commercial space is different, please call us at 503-222-2334, or email [email protected] and we will set an appointment for an in-person estimate.
BILLING
Q: What payment methods do you accept?
A: We require credit card payment for all first-time residential client.
Clients who choose recurring service after their initial cleaning will be set up on an auto-pay schedule through their checking account.
If you would like to use your credit card for recurring service, there is a 3.5% service fee.
Q: When does my credit card or checking account get charged?
A: Your account will be charged on or after the day of service.
In rare instances, auto-pay payments may debit your account on the day before your scheduled service date.
Q: What if I would like a cleaning by the hour?
A: For clients who would like a special service outside of our normal scope of work, our rates are $62 per cleaner, per hour.
Please call our office at 503-222-2334 or send an email to [email protected] and we will be happy to provide you with an estimate.
Q: What is your cancellation policy?
A: We understand that unplanned issues arise, and you may need to cancel or reschedule your appointment.
If this should happen, we ask that you call us at 503-222-2334 or email us at [email protected] to inform us within 48 hours of your scheduled appointment.
If you miss, cancel or reschedule your appointment with less than 48 hours’ notice, a cancellation fee will be assessed for 50% of the total cost of your original cleaning service.
We appreciate your understanding and cooperation with us in regard to this policy in that it helps up continue to provide the best possible service to our clients in a timely manner.
OTHER
Q: Will you do my laundry or clean my windows? What if I need extra services?
A: Our cleaners do not do laundry, dishes or clean pet boxes. Extra services include:
- Interior of oven or refrigerator – $35
- Interior, reachable windows (using step-stool) – $69 per floor.
- Blind cleaning – $15.50 per blind
- Wall washing – $75-$100 per room. If you need any extra services, please make a notation on your online order and we will contact you with pricing.
Q: What is I would like my sheets changed?
A: We always make the bed. If you want us to remake the bed with new sheets (top sheet, bottom sheet & bedspread), just leave your new sheets on top of the bed.
Q: What if I’ve just had renovation work done?
A: We provide a customized post-construction / post-remodel clean for these types of situations.
Please call our office at 503-222-2334 or send an email [email protected] and we will be happy to provide you with an estimate.
In situations where a home has been neglected for a long period of time, if surfaces or floors need to be cleared or de-cluttered and/or in hoarding clean-up situations, rates will be increased for the first cleaning.