Frequently Asked Questions

Frequently Asked Questions
FAQ Icon Getting Started

No. Whether you’re home or away is completely up to you. When booking, you’ll provide entry instructions such as a doorman, lockbox, or hidden key. You’re also welcome to stay during the clean if you prefer. If we’re unable to access the space due to missing or incorrect entry instructions, a lock-out fee may apply.

Yes. Duchess Cleaning Company is fully insured and bonded. We take the trust you place in us seriously. In the unlikely event that something is damaged, please notify us within 48 hours of your appointment by emailing info@duchesscleaningco.com or calling our office.
Yes. We’re happy to clean homes with pets. If your pet may become anxious during the cleaning, we recommend making temporary arrangements for their comfort. You’ll be asked about pets during the booking process so we can plan accordingly.
We bring most of the supplies and equipment needed to clean your space, including EPA-registered disinfectants. We do not provide a vacuum, traditional mop and bucket, step stool, toilet brush, or specialty products such as heavy-duty bathroom cleaners, wood cleaners, bleach, or stainless-steel cleaners unless discussed during your consultation. If you’d like us to use any of these items, please leave them out with instructions.
We bring a travel wet/dry mop for non-carpeted surfaces. If a vacuum is not available, we will not be able to properly clean carpeted areas during the visit.
If something isn’t right, we’ll make it right. If you’re not satisfied with your cleaning, you may request a complimentary re-clean within 48 hours of your original appointment. Re-cleans must be scheduled and completed within 72 hours of the request.
Cancellations made more than 48 hours before your appointment receive a full refund to the payment method on file. Cancellations within 48 hours are credited to your account for future use. Cancellations within 24 hours of the appointment are subject to a full, non-refundable charge.
No. Rescheduling is free as long as the request is made more than 48 hours before your original appointment. Changes within 48 hours are subject to our cancellation policy.
Yes, whenever possible. We’re happy to schedule the same cleaner upon request. Availability may change due to illness, time off, or scheduling conflicts. If that happens, we’ll communicate with you to reschedule or send another trusted team member.
Tipping is always appreciated but never expected. There is no required or suggested amount. Any gesture goes directly to your Home Specialist.
While rare, accidents can happen. If an item is damaged during your service, please contact our office as soon as possible. We’ll work directly with our insurance provider to address the situation and replace the item when applicable.