Frequently Asked Questions
General Questions
How do I contact you if I have questions or issues? - We can be reached through our phone number ((718) 701 - 8061) or email ([email protected]).
How do I book a service? - You can book online through our website or call us directly. We can be reached through our phone number ((718) 701 - 8061).
Does someone need to be home during the service? - That is entirely up to you and your comfort level if you want to be present or not during the service. Please just make sure to include detailed instructions on how to access your home and how you would want us to lock up.
Will pets be a problem? - Not at all; we love pets here at Elavo Cleaning! Whether they have fur, feathers, scales, or shell!
Are you bonded and insured? - Yes, we are fully bonded and insured for residential cleaning. This ensure that both our team and your property are protected. We understand the last thing you would want is to trust us with your home and come home to something damaged. We prioritize trust and are always careful and respectful towards our clients and their properties. In the unlikely event that something is damaged, please do not hesitate to reach out to us within 24 hours.
Billing Questions
What payment methods do you accept? - We accept most major credit/debit cards.
How much does cleaning cost? - Pricing varies depending on the size of your space, the type of service, and the condition of the area.
Do you offer flat rates or hourly rates? - We offer both! For recurring residential cleanings, flat rates are common. For specialty services or one-time deep cleanse, hourly may apply. It will be completely up to you how you want your home to be serviced. We’ll always provide transparent pricing before starting. For carpet and upholstery cleaning, there will only be flat rates.
Why is there a 'Pending Charge' on my card before the service is performed? - There will be a 'Pending Charge' on your account for authorization in the total amount of the service fee (this is a hold; not a charge). The charge will only go through after services have been rendered and you will receive an invoice via email.
What is your rescheduling or cancellation policy? - You can reschedule or cancel with no penalty before 24 hours of the scheduled service. Any reschedule or cancellation within 24 hours of the scheduled service will incur a $50 fee. In the event that our cleaners are unable to gain access your home within 15 minutes upon arrival, you will be charged 50% of the total scheduled service charge.
Is gratuity mandatory? - By no means is gratuity mandatory, but it will be highly appreciated by our staff if you are satisfied with our services and performance. Rest assured that our staff will not solicit any gratuity.
What is a job minimum requirement? - To uphold the standard of care and attention your home deserves, we kindly require a minimum service total of $119.99 for all carpet and upholstery appointments. This ensures each visit allows our specialists to deliver the exceptional quality, time, and detail your Sanctuary merits.
Service Questions
What services do you offer? - We offer maintenance cleanse, deep cleanse, move in & out cleanse, before & after event cleanse, as well as carpet, rug, and upholstery cleansing. For more detailed information, please check out our Services & Pricing pages.
Do you offer recurring services? - Yes, we do! We offer weekly, bi-weekly, and monthly packages for Residential home cleaning to ease your burden of having to keep calling back to book and schedule a service. If you would like your home to be cleaned more often, we can customize a package for you. Please give us a call or send us an email for personalized services.
What is the difference between a Maintenance and Deep Cleanse? - The differences between these two cleansing services are the areas and the depth of care required to get those stubborn spots gone. For example, a part of our Deep Cleanse will include interior windows/window sills, scrubbing grout lines, cleaning behind and under kitchen appliances (<20lbs), and much more, which a Maintenance Cleanse does not provide.
Why do you not do basic vacuum? - Bacteria and micro-organisms can be easily transferred from one household to another, hence we do not offer basic vacuuming service. Vacuuming is great in eliminating surface dirt and debris, however, it does not clean dirt and grime that is embedded into the fabric which can potentially agitate dust, dirt, and allergens, causing them to become airborne. However, we do offer carpet, rug, and upholstery cleansing which will scrub, clean, and vacuum all of that problem away!
What does Carpet, Rug, and Upholstery cleansing do? - We utilize a powerful yet gentle hot water extraction method along with an EPA/Safer Choice, all-in-one complete solution to penetrate deep into fibers, lifting embedded dirt, allergens, and lingering odors without harsh chemicals. The result is a cleaner, healthier living space with restored texture and vibrancy.
What does EPA/Safer Choice mean? - When a product is labeled EPA Safer Choice, it means it has been carefully reviewed by the U.S. Environmental Protection Agency and meets strict standards for safety and performance. These products are: Safer for people and pets – free from harsh or toxic chemicals. Better for the environment – biodegradable and low in air pollutants (VOCs). Proven to work and transparent – tested to clean just as effectively as traditional options.
How often should I get my carpets or upholstery cleaned? - Most manufacturers recommend professional carpet and upholstery cleaning every 12–18 months, or more frequently in homes with pets, kids, or high foot traffic.
How long does it take for carpets/upholstery to dry after cleaning? - Dry time typically ranges from 4–8 hours, depending on humidity, ventilation, and the type of material. We recommend keeping the area ventilated and minimizing foot traffic during this period.
Do you move furniture during cleaning? - Light furniture (like chairs and small tables) is moved as part of our service. For larger or fragile items, we ask that clients move them ahead of time or let us know if assistance is needed.
What if I’m not satisfied with the cleaning? - Your satisfaction is our priority. If you’re not satisfied with the work, please let us know within 24 hours, and we’ll return to make it right—at no additional cost.
Please reach out to us if you have any additional questions.
We will be more than happy to answer all your questions!
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