HOCUS POCUS CLEANING FAQS

ARE INITIAL CLEANS REQUIRED IF I RECENTLY HAD A PROFESSIONAL SERVICE IN MY HOME OR OFFICE?

TYPICALLY, INITIAL CLEANINGS ARE REQUIRED IN ORDER TO BECOME A RECURRING PROPERTY ON OUR SCHEDULE. HOWEVER, THERE ARE EXCEPTIONS, SUBJECT TO A WALKTHROUGH WITH ONE OF OUR MANAGERS PRIOR TO SCHEDULING THE INITAL APPOINTMENT.

DO I NEED TO PROVIDE PRODUCTS?

NO! WE TAKE PRIDE IN MAKING THIS AS EASY AND CONVENIENT AS POSSIBLE FOR OUR HOMEOWNERS, WE BRING IT ALL!

HOW FAR OUT IS HPCS BOOKING INITIAL CLEANINGS?

HPCS IS CURRENTLY BOOKING APPROXIMATELY 2-4 WEEKS OUT! IF YOU HAVE A MOVE-IN OR POST-CONSTRUCTION CLEAN-UP, CONTACT US ASAP TO ENSURE YOUR PROPERTY IS SET AND SCHEDULED!

I WANT TO ADD ADDITIONAL SERVICES TO MY APPOINTMENT. HOW SOON DO I NEED TO COMMUNICATE THIS TO THE OFFICE?

FOR INITIAL AND RECURRING CLEANS, PLEASE LET US KNOW 48 HOURS PRIOR TO THE APPOINTMENT TO ENSURE WE HAVE THE ALLOTTED TIME SCHEDULED.

DO I NEED TO BE HOME FOR MY APPOINTMENT?

ABSOLUTELY NOT, WHATEVER MAKES YOU MORE COMFORTABLE. IF YOU DON’T PLAN ON BEING HOME, SIMPLY CONTACT OUR OFFICE WITH INSTRUCTIONS ON HOW TO ENTER THE PROPERTY.

WILL THE CLEANING TECHNICIANS BE OKAY WITH MY PETS?

WE LOVE ALL OF THE ANIMALS. WE JUST ASK THAT IF YOU KNOW YOUR PUP IS AGGRESSIVE AND HASN’T BEEN PROPERLY ACCLIMATED TO OUR TEAM, TO PLEASE PUT THEM AWAY UNTIL WE CAN MEET AND GREET WITH THEM.

IF I'M DISSATISFIED, WHAT IS THE COMPANY PROTOCOL?

IF YOU ARE UNHAPPY WITH THE SERVICE PROVIDED, PLEASE CONTACT OUR OFFICE WITHIN 24 HOURS TO ENSURE WE ARE ABLE TO ALLEVIATE ANY MISHAPS.

DO WE STILL OFFER SOLELY ECO-FRIENDLY CLEANINGS?

WE DO! HOCUS POCUS WAS FOUNDED UPON THE BENEFITS OF ECO-FRIENDLY PRODUCTS THROUGHOUT THE HOME. COVID CAME AND WE ROLLED WITH THE PUNCHES. IF YOU ARE INTERESTED IN 100% ECO-FRIENDLY CLEANING, IT IS AVAILABLE AT A 10% INCREASE, AS WE HAVE TO MIX THE SOLUTIONS OURSELVES PRIOR.

DO I RECEIVE A DISCOUNT FOR REFERRING MY FRIENDS, FAMILY, OR NEIGHBORS?

YES! JUST MAKE SURE THEY MENTION THAT YOU REFERRED THEM, AND WE PROVIDE 10% OFF A RECURRING UPKEEP CLEANING FOR EVERY INDIVIDUAL WHO BOOKS WITH US, SENT BY YOU!

HPCS COMPANY POLICIES

  • ONBOARDING: Once our office manager confirms the initial cleaning appointment date and time, we require a deposit applicable to this cleaning- if deposit isn’t made within 48 hours, we open up the scheduled date and time for others seeking initial services.

    • Upon request for becoming a recurring property within our ever-growing family, our office manager provides a flat-rate cost to clean your home on a weekly, biweekly, or monthly basis. We do not offer hourly rates for property maintenance.

    • Rapport: We try our best to send the same technicians to the same homes to develop rapport and establish a working relationship with the homeowner. Due to issues related to childcare, illness, or car trouble this is not always possible.

    • Time Management: Our technicians provide the same care and concern for all properties on their schedule, and do not always know the conditions of the property prior to yours on their schedule. Please allow a one-hour window before or after your scheduled appointment time, as previous homes may have unplanned surprises waiting for us.

    • Efficiency: Please try your best to tidy up areas that we have agreed to clean. When toys, laundry, dishes, etc. are strewn about, it hinders our ability to properly service these areas. Further, our techs pride themselves in tidying up needed spaces if their schedule allows to, after the agreed-upon items are completed.

    • Equipment: We understand that some homeowners prefer we use their equipment or their products, including but not limited to personal vacuums or mops. Our technicians are expertly trained regarding our products and equipment, so we require that the homeowner signs a waiver acknowledging that we are not responsible for damage or repairs in the event their cleaning equipment is damaged or their preferred product damages surfaces within the home.

    • Accessibility: Please allow access to your property via garage code, key, or physical presence. Failure to access property for appointment results in a $100 inaccessibility fee.

      • NOTE: During the winter months, please advise whether our technicians will have the ability to carry their equipment onto your property without slipping on ice or snow. Failure to access the property for the scheduled appointment is subject to the same inaccessibility fee.

    • Biohazards: Any home that requires us to clean up after rodents, infestations, blood, or bodily fluids left behind by pets or other animals are subject to a separate appointment specific to our Biohazard Cleaning Specialist. Our regular technicians are NOT equipped for these, nor are they certified in Biohazard Cleaning. These types of projects are not only a health risk for our employees, but it also puts the integrity of our cleaning equipment at risk. 

    • Satisfaction guarantee: if anything was missed or you are unsatisfied for whatever reason, please contact our office within 24 hours so that we can correct our work.

    • Payments: Invoices are sent by the end of the business day that services were rendered. Failure to successfully pay an invoice is subject to a $5/day late-fee after 48 hours.

      • Autopay! We are proud to offer a 5% autopay discount for those hoping to save some on their cleaning services with us. On the first day of every month, we automatically charge the card on file for the number of appointments for each specific month.​

  • Punctuality: If recurring cleans aren’t scheduled within one (1) month of the initial cleaning appointment, the project will incur additional initial cleaning rates.

  • RECURRING CLIENT CANCELLATIONS:

    • First last-minute cancellation made within 48 hours is smooth sailing.

    • Second last-minute cancellation made within 48 hours results in automatically charging 50% of the appointment fee to the card on file.

    • Third last-minute cancellations, we are automatically charging 100% of the appointment fee to the card on file.

  • ADDITIONAL FEES: When a recurring cleaning is skipped (with more than a 48-hour notice), an additional fee will be added to your next leaning to allow the technician more time to ensure the quality of your clean is not affected. The price points are as follows:

    • Weekly clean: +$15​

    • Biweekly clean: +$30

    • Monthly clean: +$50.

  • TERMINATING SERVICES: In the event that you wish to terminate recurring cleaning services with us, we require a fifteen (15) day notice. We take pride in providing consistent and stable work for our technicians, and last-minute terminations may hinder our team’s weekly cleaning schedules. Failure to cancel services within this time results in charging the card on file for 100% of the recurring appointment fee that we have agreed upon.