FAQ
Frequently Asked Questions
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Below you’ll find some of the most common questions we get asked at CSI.
We recommend reviewing these any time you book a cleaning job with us.
We recommend reviewing these any time you book a cleaning job with us.
What cleaning services do you offer?
CSI offers a broad range of cleaning services, including professional steam cleaning, carpet, upholstery, tile & grout – as well as housekeeping/maid services, window washing, pressure washing, shower & glass refresh and more.
How do you price your cleaning services?
Housekeeping services are priced by the hour and professional steam cleaning services are all priced at standard rates which may be updated from time to time.
Why do I need to do an estimate for housekeeping?
There are many factors in determining how long it will take to clean a home, such as how dirty it is, how large it is, and how much cleaning you want done. More importantly, we want to make sure we identify your specific needs and make sure the work that is done is stellar.
Are your cleaners insured and licensed?
Yes, our company is licensed and insured. Moreover, all of our employees undergo background checks, earn good wages and company benefits.
Do I need to be home during the cleaning?
No, we clean homes all the time without the owner on site and are comfortable accessing your location in a safe and timely manner.
What should I do before the housekeeping team arrives?
For housekeeping services, most of the requirements will be addressed during your estimate.
Do you bring your own cleaning supplies and equipment?
Yes, we bring all our own cleaning supplies. For short-term rental owners, we are also able to provide toiletries and supplies for your guests for a small fee.
How long does a typical home cleaning take?
The average location requires between 2 to 4 hours to clean, although this may depend on how much work is required and how many cleaners are assigned to your job.
How do you ensure the quality of your cleaning?
We have team leaders on every job who are trained on our quality standards to ensure you are satisfied with the quality of your work. And if ever anything is not up to your satisfaction, we always come back to address your needs.
What is your deposit policy?
We require a 50% deposit to book your cleaning service. When you approve your quote, you must provide a credit card – which will be charged 50% of the total price quoted. The balance of your payment will be collected when your work is completed.
What is your cancellation or rescheduling policy?
We have a 72-hour cancellation policy. If you cancel within this timeframe, your deposit will be credited towards your re-scheduled job. You have 90 days to reschedule your appointment or forfeit your deposit. Jobs that are not rescheduled within 90 days are not eligible for a deposit refund.
What is your refund policy?
All work is final and no refunds will be issued once your work is completed.
Can I hire you for a one-time cleaning service?
Of course! We offer one-time deep cleans as well as recurring housekeeping services.
Do you offer any satisfaction guarantee?
Yes, we do whatever it takes (within reason!) to leave our customers happy with the outcome of our work.
Are your cleaning methods safe for children and pets?
Yes, CSI doesn’t use any toxic products that would be harmful to children or pets.
How do I pay for the cleaning service?
We accept major credit cards, checks, and cash.
Can I request the same cleaner for every visit?
Yes, we will make every effort to staff your cleaning with your preferred housekeepers.
Can you re-supply my vacation rental?
Yes, we are happy to supply cleaning kits and toiletries upon request for a small fee.
Do you perform background checks on your employees?
Yes, no one is hired without a thorough background check.
What is included in a standard cleaning vs. a deep cleaning?
Click here to view a comparison between standard and deep cleans. Note that these tasks may be adjusted as part of your custom quote.
How often should I schedule cleaning services?
Up to you! Most of our clients want cleans every 2 to 4 weeks, but short-term rental owners may need cleaning services on one unit several times per month.
What are your hours of operation?
We offer cleaning services Monday through Friday from 8am to 5pm, although we do make exceptions to clean during nights and weekends.
Housekeeping is available 7 days/week from 8am to 5pm.
Housekeeping is available 7 days/week from 8am to 5pm.
How can I provide feedback on the services received?
We already have hundreds of five-star cleaning reviews on platforms like Google, Facebook, Yelp and more – feel free to add yours anytime!
Will you arrive on time?
Please allow a two-hour window for your appointment as we will arrive up to one hour BEFORE or AFTER your scheduled time – unless you are scheduled for our first stop, which should be punctual.
Do you take pictures in my home?
For insurance purposes and to ensure quality of service, we reserve the right to take photos or video footage of the areas we are cleaning. We will avoid capturing imagery of any of your personal items as much as possible.
Can you remove all my stains?
Please note that some stains are permanent and may be impossible to remove. We will apply our professional products, equipment, and expertise to every job – but we do cleaning work to remove dirt and improve appearance, not restoration or replacement that leaves items looking brand new.
Do you require a damage waiver?
Some furniture and area rug cleaning may require a damage waiver for us to clean. And while it is unlikely, we reserve the right to decline service on an item if we are concerned about possible damage or feel our treatments won’t be effective.
We cannot be responsible for any pre-existing damage, ripples, seams, or traffic wear patterns that aren’t able to be removed from carpet or upholstery. Upholstery may also loosen slightly during cleaning.
We cannot be responsible for any pre-existing damage, ripples, seams, or traffic wear patterns that aren’t able to be removed from carpet or upholstery. Upholstery may also loosen slightly during cleaning.
How do I prepare for window washing services?
We use deionized water cleaning equipment that may leave small amounts of water behind, which will dry with no residue. We cannot be held responsible for broken or damaged windows and screens and reserve the right to refuse service on some windows, as necessary. We MUST be allowed into the house to perform our window services.
What services do you NOT offer?
We do not work with or perform any of the following tasks:
- Pet Waste
- Biohazard
- Black Mold
- Mildew
- MDF
- Silicone Caulk
- Cleaning above the reach of an 8-foot ladder
- Care for pets and/or children
- Shopping or errands
- Permanent Stains
- Yardwork
How do I prepare for steam cleaning services?
- To prepare for our arrival, clear as much floor space as possible so we can access all areas. If the carpet is very dirty, please vacuum prior to our arrival.
- Remove or stow loose and/or breakable items, such as lamps, glass, ceramic, art, valuables, etc.
- We do not move electronics or items plugged into walls, as this may cause damage to outlets, wiring, or the electronic device itself.
- We will move smaller furniture as needed, but cannot move large, heavy items such as beds, dressers, cabinets, sectionals, etc. If you absolutely need a large item moved, be sure to notify us in advance so we can send extra help – please note that there is an additional charge for this service.
- While we use industrial-strength, truck-mounted equipment that will remove most visible stains, be aware that permanent stains and/or embedded animal urine, dirt on carpet or upholstery may not be able to be completely removed with our process.
- If urine or stains have been absorbed into the carpet base or padding underneath, they may reappear after we complete our cleaning. Please notify us in advance if you have any stains or spills that require special attention and we will do our best to address them.
- We may adjust pricing upon project completion to properly reflect the work that was performed (with your approval) by our team.
- Some furniture and area rug cleaning may require a damage waiver for us to clean. Oversized, white and/or heavily-soiled furniture subject to additional charges. And while it is unlikely, we reserve the right to decline service on an item if we are concerned about possible damage or feel our treatments won’t be effective.
- We cannot be responsible for any pre-existing damage, ripples, seams, or traffic wear patterns that aren’t able to be removed from carpet or upholstery. Upholstery may also loosen slightly during cleaning.
- If you have MDF or other composite baseboards, please notify us in advance so we can take precautions to prevent damage. However, we cannot be held responsible for any water or fluids absorbed into composite flooring.
The steps above are for the safety of you, your home, and your furnishings…as well as the safety of our crew…and we appreciate your cooperation and understanding.
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You’re going to absolutely love the quality of care you receive from CSI. We look forward to serving you…with Aloha!
