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FAQ’s

Graceworks Housecleaning - 541-292-3895 - FAQ’s

Is Graceworks Housecleaning Services licensed, bonded, and insured?

Yes, we are licensed, bonded, and insured for your protection and the protection of our green cleaners and company. Graceworks runs background checks on all of its cleaners through Datasource Background Screening Services. You can rest assured that our cleaners are trustworthy.

Is Graceworks Housecleaning Services a Local Business?

Yes! We are 100% locally owned and operated. We are not franchised and our revenue stays in the Rogue Valley.

How do I make an appointment or get a quote for a green cleaning service?

Click the link to the left - “Contact Us” - or give us a call at 541-292-3895.

What kinds of services does Graceworks Housecleaning Services offer?

Each home is unique. So we customize every job to your situation. We aim to reduce stress and create ease in your life. If you want laundry done, we can do that. If you want your dishes done, we can do that too. We suggest you think of the areas and activities in your home that are most time consuming, stressful, or challenging for you to do. Some people are fine with wiping down the surfaces but they have a bad back and want help doing the floors and anything that requires bending down. We can do that too. Some people need help getting the mail and doing light errands and shopping. We can do that too.

After you have considered what you want done or if you have questions click the link to the right - “Services” - or give us a call at 541-292-3895.

We do offer eco-safe house cleaning, maid services, and office cleaning services. This includes regular maintenance cleaning, deep cleaning, move-out/in cleaning, real estate ready cleaning, and light-dust new construction/remodel cleaning.

We do not clean anything exterior except for the occasional patio outside glass doors, nor do we go above a one-step step-stool (no cleaning anything over 8ft). We do not offer bio-hazard/death/toxic clean clean up services (we do not clean human/pet waste) nor do we offer just-finished new construction clean up services. 

Both of these services require specific training and operate under specific regulations. If you are not sure if the service you are looking for falls into the services we provide, give us a call.

How much will it cost to clean my home or office?

Probably less than you think! Generally a three bedroom, 2 bathroom home take 3-4 hours of cleaning from one cleaner to clean the bathrooms, kitchen surfaces, dusting, vacuuming, and mopping floors for a home that is relatively organized and has been cleaned in the last month or two. This is considered a regular cleaning.

We charge $30 per hour per cleaner for all maintenance, market ready, vacation rentals, or office cleanings or $35 per hour per cleaner for all deep clean, move-outs, move-ins, or post construction cleanings. We arrive with our own appliances and eco-friendly cleaning supplies. Our rates are per-person hour and billed in 15 minute increments, rounded up.

Please click on the “Contact Us” link to the left to get a quote for your specific service request. The time/rate to clean a home or office depends on the size and condition of the home/office as well as if it is a deep or regular cleaning.

Why hire a cleaning company versus an individual?

We are licensed in Ashland. All of our staff are all insured and bonded. We are a member of ARCSI(The Association of Residential Cleaning Services International) and the Ashland Chamber of Commerce. We have been in the Rogue Valley since 2008. Check out our reviews and testimonials page to see what people have to say about us.
Everyone that works for Graceworks Housecleaning Services has had a detailed reference check, a thorough background check through Datasource Screening Services, and has been trained.

So, when you hire our company, you can be assured that your valuable well be kept safe, your dollars will stay local, and that your Green Housecleaner is being paid over the table. In addition you can trust that everyone that works for Graceworks Housecleaning Services is a reliable and safe individual that is paid and treated well.

We keep our rates competitive so that you can get the best rate and the best cleaners!

Do you bring your own supplies?

Our company also provides all of the eco-friendly cleaning supplies and appliances needed to clean your home. However, if you have a particular product that you like to use or if you have central vacuum in the house, we would be happy to accommodate your preferences.

Is there anything that I need to do before my cleaner arrives?

If you are first time client with us, we ask that you go print off this Liability Form and have it filled out to give to the cleaner when they arrive.

If you have signed up for The Regular Clean or a The Deep Clean service, please try to have dishes out of the sink/off the counters (unless you have added that to the list of things to be done) and remove clutter from the areas to be cleaned. We ask that you do this so that we can devote as much time as possible to cleaning your home or business. If you wish to have the cleaner do some organizing for your home, we can do that too, it just takes more time.

If you have signed up for the Move-out/Move-in cleaning service (and you would like the interior of your freezer cleaned), please be sure that your freezer has been in de-frost mode for at least 24 hours before your scheduled service. Also, if you have signed up for the Move-out/Move-in cleaning service and you would like the interior of your oven cleaned turn on the self-clean feature (if your oven has it available) at least 24 hours before your scheduled service. This allows the cleaner to wipe out the interior with more ease saving them time and you money.

How do I pay for the cleaning service?

We accept checks, cash, credit card, Venmo, Zelle, and Paypal. Please make checks out to Graceworks. Most of our regular clients set up credit card on files that are charged at the end of the cleaning. Or you can simply leave a check on the kitchen counter after each service for the usual amount of hours that the cleaning takes once they have gotten a sense of the routine cleaning timeframe. Please note, we expect full payment for service immediately upon completion of service or via an invoice arrangement made with us. Otherwise, a 9% late fee and/or a billing fee may be appliedIf you are not going to be home during the clean, please make payment arrangements with our office before the cleaning.

If you would like to pay with Paypal, Zelle, Venmo, via invoice, or credit card, please let our office know at least 24 hours before your clean is scheduled. 

We may offer billing for a set schedule cleaning service program. Contact our office for more information regarding billing.

I have a pet. Is this okay?

Yes! Absolutely. We love pets (check out our “About Us” page to read about our pets). However, if you have a dog (or dogs), unless you will be home, and/or unless your pet is completely comfortable with strangers, please try to have your dog out of the area that our cleaners will clean. We love pets, but for safety reasons and to keep the areas that have just been cleaned clean, we ask that Fido be removed from the immediate cleaning areas.

I need to make a change to my cleaning service program (such as change the location of my key or change the date/time of my service). What should I do?

So that your cleaner can focus on cleaning your home or office, please direct billing, service program requests/updates, and questions and requests directly to our office. Please note that we do require at least 24hrs (excluding weekends and holidays) to make changes to your service program, such as update your entry information. We need this time to insure that there is enough time to update your file and your cleaner with the new information.

What if I need to cancel or reschedule my cleaning?

IF YOU NEED TO RESCHEDULE OR CANCEL, our office requires at least 72hrs notice for set schedule clients, or 48hrs of notice for one time service clients, to avoid a cancellation fee (see below).

I leave for work at 8:30am. Can my cleaner to arrive before then?

Please remember, other larger professional cleaning services (such as Merry Maids and the Maid Brigade) offer a start time of between 9a-5pm (that means they don’t give a start time at all!). Our morning start time is the time you would like. So if you want 8:30am and we have an opening in our schedule for that time, we will be glad to set that time for you. Our afternoon start time is usually between 12-2pm. We have over 150 clients and 11 cleaners. We also service multiple clients each, so we need to have some flexibility in when our cleaners arrive. If you won’t be home when your cleaner arrives, please see below for options. We are excellent about being punctual. When we say we will be there, we will be there.

How will my cleaner get in if I will not be home?

Many of our clients are not home and are at work during the time that we provide service. There are several options regarding how we may enter the home. Please talk to our office about options and to decide on a method for your cleaner to enter your home/office (see below for some “how to enter” options). Please note: information regarding how to enter must be confirmed through our office at least 24hrs before your scheduled service (excluding weekends and holidays). If our cleaner needs to wait to enter the home/office, wait time is billed time.

I am usually home when my cleaner arrives, but I won’t be home on the next visit. What should I do?

No problem - just let our office know at least 24hrs prior to your service. If one of the usual procedures - such as the location of how to enter the home or other necessary information - has changed, give our office a call or send us an email. You can also let your cleaner know if you are in regular contact with them. In order to insure a smooth running service, and to insure that there is enough time to update your cleaner with the necessary information, we require at least 24hrs of notice (excluding weekends and holidays) to make a change on your service program. Keys are accepted for commercial clients; if you are not a commercial client, you may:

* Leave a key for us in a specific location (and update our office on the location)
* Attach a lock box to your door knob (and update our office on the combo)
* Provide our office with the combination for your garage door
* Arrange for your building manager or concierge to let our cleaner inside (let your building manager or concierge know we are “Graceworks Housecleaning Services”)

The lockbox that we suggest is the Master Lock 5400D Select Access Key Storage Box. Please be sure to update our office with the location & the code at least 24hrs (excluding weekends/holidays) prior to your next service date.

If your cleaner cannot enter the home/office upon arrival, a cancellation fee will be billed. Please see below for our cancellation policy.

What if I cancel my service less than 72hrs before the scheduled day and time?

When a service is canceled less than 72hrs in advance, this limits - and many times prevents - our ability to book the slot with another service. IF YOU NEED TO RESCHEDULE OR CANCEL, our office requires at least 72hrs notice for set schedule clients, or 48hrs of notice for one time service clients, to avoid a cancellation fee. 
The reason why we give our one time service clients a “more flexible” 48hr cancel notice vs a 72hr cancel notice is because about 30% of our clients are one time, Move-out/in services. And Move-out/in services are generally more unpredictable and unstable (just think about the chaos involved in moving!) in terms of when they can be scheduled than our set schedule client services are. 

Services canceled within a 48-72hr time-frame will be billed a $50 cancellation fee. Upon-arrival cancellations and cancellations of within 24hrs will be billed a $100 cancellation fee or full amount of the service if service was under $100. We do understand that natural disasters and emergencies do sometimes occur and we can honor emergency situations with documentation. 

Keep in mind: we still pay our Graceworks Housecleaners when they arrive to your home and we get locked out or you sent us home and/or when you cancel within 24hrs; therefore, on-site and same day lock-outs are billed a $100 fee (or normal service charge, whichever is less).

Late payments are subject to a 12% per 360-days-late fee and will be turned over to collections after 45 days. Please note: once a bill is past due, and is turned over to collections, we are unable to reverse this action. Please communicate with us if you are having problems getting your bill up to date.

I am on an every other week Regular Cleaning service program that is booked at the minimum service of 2hrs per visit. This seems to be almost the perfect amount of time, but lately my cleaner has been getting done a bit earlier. Since I can’t book for less time than 2hrs, what should I do?

You are welcome to leave your cleaner an “if there is extra time” list on the kitchen counter. Although we can’t guarantee that your cleaner will have the time to get to the extra items on the list, if your cleaner does have extra time, s/he will refer to the list and work off of it. Please keep in mind (see above) that we do bill in 15 minute increments, rounded up.

Does Graceworks Housecleaning Services have a minimum service charge?

Yes. We have a 2hr minimum for one time, first time, and every 4th week (”monthly”) services; and a 2hr minimum for set schedule weekly or every other week services. Please note: if booking below the time we recommend (capping the service time), we cannot insure that all services will be completed up to standard. We do not recommend capping the service. And, please keep in mind, we do bill in 15 minute increments, rounded up.

How do you bill? It is by the hour or by the job?

We charge by the hour and in 15 minute increments, rounded up. For example, if your service takes 2 hours and 25 minutes, you would be charged for 2.5hrs. Please call our office with questions. Also, if our cleaner needs to wait to enter the home/office, wait time is billed time (please see above for instructions on how to enter).

Do I need to be there for the cleaning?

Usually on the first cleaning, we like to have you present so the cleaner can do a walk through with you to confirm all that you would like done as well to clarify if there are any areas to be aware of that need special care. Then at the end of the cleaning we like you to be present for a completion walk through so you can confirm it was cleaned to your satisfaction. After that you do not need to be present at either the beginning or the end.

At the time of booking, I was quoted that my service would take 4-5hrs. But now that my cleaner has arrived, I would like to limit my service to 3 or 3.5hrs. Is that okay?

No. Once we book your service and send out your cleaner, we have already “reserved” this time for your service and you will be charged for the quoted service range UNLESS the home is either cleaner or smaller than originally noted and we over quoted you. In this case, you will only be charged for the actual time needed to complete your original service call. Since we do still need to pay our cleaners for the minimum time quoted, we do ask that you do not request to reduce your quote/service on arrival. 


Please note that our office does require at least 24hrs (excluding weekends and holidays) to make changes to your service program, such as add/remove a bathroom, etc. We need this time to insure that there is enough time to update your file and your cleaner with the new information. If we do not have this notice we can run into challenges with getting the cleaner to their next appointment on time. IF YOU NEED TO RESCHEDULE OR CANCEL, our office requires at least 72hrs notice for set schedule clients, or 48hrs of notice for one time service clients, to avoid a cancellation fee (see above).

My cleaner did a great job and I would like to show my appreciation. Can you tell me more about tipping?

A tip is always appreciated - and goes directly to your cleaner. A tip is a great way to show your cleaner that you are happy with his or her work. Tips are not “rolled into” our hourly rate, so if you would like to tip your cleaner, you may add the tip into your service total payment (and we will reimburse your cleaner) OR you may tip your cleaner directly. In the cleaning industry (unlike other service industries), it is more common to tip a flat rate as opposed to a percentage. We nor do our cleaners expect a tip. The range depends on the length and quality of work.

If you forgot to tip, you can also click below (on the “Donate” button) to tip via Paypal (just include a note so we know which of our amazing cleaners you would like the tip to go to)

 

Do you offer any incentives for referrals?

You bet! If you refer a friend (or stranger!) or family member (and if that person books), you will receive a 10% off for your next service. Just make sure your referral mentions you at the time of booking.

Overall, the service I received was great, but there is something that I am not completely happy about. What do I need to do to get it fixed?

If something was missed in one of our standard cleaning service packages, and you are not satisfied with your house or office cleaning, please notify our office within 24 hours of the cleaning and we will send the team back out - at our expense - to correct the problem. Please note, if you book by the hour and not up to our guidelines (i.e. “cap” the service), we cannot guarantee that all services will be completed. Also, we will call you a shortly after your first service (usually within a day or two). Please offer us your feedback when we call. We want you to be completely satisfied with our service. If you have any questions, comments, or concerns, please do not hesitate to contact us. We find that great communication in the very beginning of setting up service insures more ease in your life and is a great foundation from which we may develop our relationship.

Do I need to supply anything?

No! Just what you want us to clean so that your life can be simpler, cleaner, and greener! Our cleaners bring all of our own, company approved, biodegradable and eco-friendly cleaning products.

Please note, for insurance and liability reasons, our cleaners cannot clean anything above 8ft and cannot climb higher than a two-step step-stool. If you would like your cleaner to use a two-step step-stool, you will need to provide this item.

What products do you use?

Our main product line is Free and Clear Seventh Generation Cleaning Products. We also Earth Friendly, Bon Ami, and Green Logic. Our vacuums are Proteam Proforce back-pack and floor vacuums, which are low-noise, light-weight, and come with double heap filtration which catch and kill 99% off the bacteria and particulates in the air while we clean. Some of our backpack vacuums do NOT have a beater bar. This means you will not always see vacuum tracks in your carpeting after we vacuum. 

Please note, our cleaners can ONLY use our company approved products.

You may also instruct our cleaners to use your own towels, sponges, brooms, central vacuum, and mops. We can use the products that you provide. Just let us know ahead of time.

What do you mean, you can’t service my home?

Although we rarely encounter a situation where we have to refuse service to a client, if our cleaners continually feel uncomfortable working for a client and/or if the client harasses or solicits our company and/or cleaners, we reserve the right to refuse service to anyone.

I have a question. Who do I ask?

Of course, if you have any questions, comments or special requests, please do not hesitate to call or email us or call our office! We’re here to make your life simpler, cleaner, and greener.

Is that all I need to know?

If you have any questions, please call or email our office. Once your service is officially booked, you will receive a confirmation call from your cleaner, usually that day or at the latest the following day. They will confirm your address and the day and time for your first cleaning. Then on the first cleaning as we mentioned above, do a walk through with the cleaner what you would like done. Make sure the cleaner has your contact info if you leave the house on the first cleaning while they are cleaning so they can contact you when they are getting close to being finished so they can call you to come back for the completion walk through. Other than that, sit back, relax and let us make your home sparkle!

We are currently located in Medford, Oregon making us easily available to service throughout the Rogue Valley area.


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Graceworks uses 100% Renewable Energy, you can too

 

 

Graceworks Volunteers at the Ashland Death Cafe

Graceworks donates to JPR each year

Graceworks donates to the Ashland School Foundation each year

A portion of our profits are given to Save the Children

A portion of Graceworks profits goes to Integral Church to help grow access to Integral spirituality in the world.

A portion of Graceworks profits goes to Kiva.org to help those with financial barriers around the world to be able to take steps for a brighter future.

 

 

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