FREQUENTLY ASKED QUESTIONS

At SCRUBZ, we believe in delivering exceptional value through our transparent flat-rate pricing with no surprise fees. You pay solely for the specific services your home requires, calculated based on its size and your unique needs. When you choose us, you’re not just selecting a cleaning service—you’re making a wise investment in a meticulous, top-tier experience that sets the standard for excellence in home cleaning.

Booking with SCRUBZ is safe and secure, and we guarantee it. Our online payments are securely processed through Stripe, using an SSL encryption protocol to ensure your data is fully protected. We also offer Apple Pay as a convenient payment option. Please note that we do not accept cash payments. Additionally, we have extended validation SSL security in place for extra peace of mind.

To get started, simply choose your preferred cleaning frequency on our booking form, and we’ll take care of the rest. Whether you need weekly, bi-weekly, or monthly services, our team will ensure everything is organized to fit your schedule. Plus, selecting a regular cleaning frequency will earn you a percentage off your total cost! We’ll handle the details, so you can relax and enjoy a clean home without any hassle.

We reserve the right to refuse cleaning services if we believe that the condition of your home may hinder our ability to perform our work safely and effectively. Our priority is to maintain a safe environment for our team and clients. If we assess that the home is not suitable for cleaning, we will discuss this with you and suggest alternative options. Please note that if we travel to your location and determine that we cannot perform the services, you will be charged a $50 travel fee.

You can cancel or reschedule your SCRUBZ service without a penalty if done at least 24 hours before your scheduled cleaning. For standard cleanings, cancellations made within 24 hours of the appointment will incur a 50% fee, unless the cleaning is a specialty service. Specialty services, such as deep cleans, require a 48-hour notice, and cancellations within that window will result in a 50% fee based on the quoted price. All standard cleaning appointments will be confirmed and charged in full within 3 hours of the scheduled start time, while deep or custom cleanings will be confirmed and charged within 5 hours of the scheduled start. This ensures we can fairly compensate our cleaners, who would otherwise be assigned to another customer. For recurring services, you must cancel any specific appointment at least 24 hours in advance to avoid the cancellation fee. However, you can cancel any future recurring appointments without any additional fees.

Tipping is entirely optional and not required. However, as is common in the service industry, many clients choose to tip our cleaners. You can either give them cash or use our booking tool to do so. The cleaners receive 100% of the tips, so feel free to express your appreciation for their hard work!

Customers can request a re-clean by contacting us via email at support@bookscrubz.com, provided the original cleaning was completed within the last 24 hours. The re-clean must be scheduled and completed within 24 hours of reaching out. We’d appreciate any details on what didn’t meet your expectations, and our customer service team will respond promptly to address your concerns.

Tasks and items that are not included in our cleaning checklist. Residential properties that are not maintained in Average Condition. Residences lacking essential utilities such as electricity or water. Properties that were inaccurately described or booked through our online platform, phone, email, or live chat (e.g., incorrect details regarding the number of bedrooms, bathrooms, or square footage). Thank you for understanding.

Our booking platform is highly customizable, allowing you to tailor your cleaning service to fit nearly any scope of work. If you have special requests, please submit them to our management team before your appointment, and we'll do our best to accommodate them. Please note that cleaners cannot accept special requests on the day of the job. However, they are fully capable of following any detailed instructions provided during the booking process to ensure your cleaning is done to your exact preferences. For a seamless experience, we recommend submitting all requests in advance.

Absolutely! We use and supply eco-friendly products in addition to our disinfectants and heavy-duty cleaning supplies. We will provide a vacuum, mop, and natural cleaning products, among other items. However, we do not supply a ladder or step stool, toilet brush, or pest control products. Feel free to let the cleaners use your supplies or equipment if prefered. If you have any special requests, please contact us at least 24 hours before your scheduled appointment.

Our support office hours are from 9 AM to 5 PM EST. Cleaning appointments for apartments are from 9 AM and 5 PM EST Private homes can be scheduled from 9 AM to 8 PM EST.

Absolutely! All SCRUBZ cleaners are insured. We value the trust you place in us when inviting us into your home, and we take great care during our work. If, by chance, an item is damaged, please reach out to us via email within 24 hours of your appointment's conclusion.

You can choose whether to be present during your cleaning appointment! When you book, you'll be asked to provide entry instructions. If you have a doorman or can hide a key, there's no need for you to be at home. Of course, you're welcome to stay while we clean if that’s what you prefer. Just a reminder to keep track of your appointments. We’ll send you a reminder via email or text message. However, if the cleaner can't access the space using your entry instructions or if you aren't home as scheduled, a $100 lock-out fee will apply.

Our SCRUBZ deep clean is ideal for spaces that haven't been serviced in over three months, as well as for move-in/move-out cleans or post-construction cleanups. This comprehensive service includes all standard cleaning tasks, plus additional time dedicated to thorough cleaning of the inside of the fridge, oven, and cabinets. It also covers deep cleaning of bathrooms, baseboards, and radiators, as well as interior windows. We offer an option for pet hair removal for households with furry friends! For more details, please visit our services page. In contrast, our standard cleaning focuses on maintaining a tidy environment through routine tasks like dusting, vacuuming, and surface wiping. If you require a more meticulous clean, our Revival Deep Clean provides extensive attention to hard-to-reach areas, deep scrubbing of surfaces, and care for spots that often go unnoticed during regular cleanings.

Our SCRUBZ move-in/out cleaning service provides you with a fresh start or a smooth transition as you settle into or out of your home. Much like our deep clean package, we thoroughly clean everything inside and out! For a more detailed overview of this service, please visit our services page.

Our flat rate quotes are accurate most of the time, reflecting a typical level of cleanliness and house size based on our average clients and from the information you provide. If our cleaners find that your home is larger or in worse condition than anticipated upon arrival, they will inform you, and we’ll provide a revised quote. Additionally, we can transition to an hourly pricing model that you can adjust based on your budget.

There are some tasks we are unable to perform, and we’d like to highlight a few important ones for your consideration: Cleaning biohazardous materials (such as animal or human bodily fluids, urine, feces, and blood) Handling dangerous or toxic chemicals Cleaning homes infested with pests or rodents Climbing ladders Washing the exterior of windows Cleaning walls and ceilings Cleaning chandeliers or light bulbs Addressing extreme clutter situations Lifting or moving items over 40 lbs Thank you for your understanding!

Typically, we assign a team of 1 to 3 cleaners based on our availability and the scope of the job. The number of cleaners sent will vary to ensure that we efficiently meet your specific cleaning needs.

We can provide a Certificate of Insurance (COI). To request one, please email us at support@bookscrubz.com at least 72 hours before your appointment, including a sample COI and any specific instructions. Our team will process your request and respond shortly thereafter.

At SCRUBZ, we recognize that exceptional cleaners are the cornerstone of outstanding service. Our thorough hiring process begins with a concise application, followed by comprehensive interviews. We then perform extensive background checks and reference evaluations to ensure every candidate meets our high standards. Once this initial screening is complete, candidates are assigned to a test job, where we evaluate their service level, professionalism, and overall demeanor. The assessment continues during the first few jobs, which serve as a trial period. During this time, new cleaners work alongside our experienced lead cleaners to guarantee they uphold our quality expectations. We take great pride in our selective hiring process, which enables us to attract only the finest talent. Our recruitment team, made up of experts from prestigious Fortune 500 companies, is committed to finding the best cleaning professionals in the industry. Their expertise allows us to carefully select the most qualified individuals, ensuring that you receive a dedicated team committed to delivering exceptional service. This rigorous approach guarantees that we consistently provide you with highly skilled cleaners who are passionate about their work and focused on making your experience with SCRUBZ exceptional.

While we adore animals, we understand that they may not always feel comfortable around new people. If you believe your pet might become anxious during our visit, we recommend making temporary arrangements for their comfort while we clean your home. Additionally, you can provide detailed pet care instructions during the online scheduling process to help us ensure a smooth experience for everyone.

We understand that life can be unpredictable, especially in New York. If a cleaner is running late or unable to make it, we’ll notify you as soon as possible and arrange for a prompt replacement or reschedule your service at your convenience. Your satisfaction is our top priority, and we’re committed to providing reliable and timely cleaning services

We highly recommend scheduling an Extra Deep Clean for homes that haven’t been cleaned in over three months. These spaces often require extra attention to effectively restore cleanliness. Our deep cleaning service is specifically designed to tackle built-up dirt, dust, and allergens, ensuring your home is fresh and healthy for you and your family. If you believe your home may need additional care, you can always request our Extra Deep Clean add-on service, allowing our providers to perform an extra thorough pass to meet your cleaning needs.

We recommend picking up personal items and any valuables, and if possible, securing pets to create a smooth cleaning experience.

The duration of each cleaning is subject to variation depending on the size of your home and the specific services requested. Please note that the times provided are estimates, and actual cleaning durations may differ. For a detailed overview, you can find these estimated times on our pricing page.

We prioritize the health and safety of our clients and employees. Therefore, we do not provide cleaning services for homes deemed uninhabitable, including those with severe hoarding conditions or similar situations that may pose health risks. If your home is in need of specialized assistance, we recommend contacting professional services that specialize in those areas.

If the property description during booking does not match the actual size or layout (e.g., incorrect number of bedrooms or inaccurate square footage), additional fees may apply. This adjustment ensures the service team can allocate the appropriate time, labor, and resources to complete the job properly.

Fees are recalculated based on the correct number of rooms, square footage, or other property details. For example, if you book a one-bedroom home but the property is actually a two-bedroom, the price will be adjusted to reflect the extra room and cleaning effort required.

Yes, by providing accurate and detailed information about your property when booking. Make sure the number of rooms, square footage, and other property specifications are correct to prevent any additional charges.

Examples include: Booking fewer bedrooms than the property has Misrepresenting the size of the property’s square footage Incorrectly describing the property’s overall condition (e.g., describing a heavily soiled home as being in average condition)

If you realize there’s an error in your booking details, please contact us as soon as possible. We can update your booking and provide a new estimate based on the accurate information.

Inaccurate descriptions can cause delays and extend the scheduled service time, as the cleaning crew may need additional time to cover the extra space. This could affect the rest of their day’s schedule, which is why accurate property details are essential for efficient service delivery.