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.