Frequently Asked Questions
General Questions
How do I contact you if I have questions or issues? - We can be reached through our phone number ((347) 944 - 8463) or email ([email protected]).
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 insured? - Yes, we are insured. We understand the last thing you would want is to come home to something damaged, and we are always careful. 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, Venmo, and Paypal.
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.
Where can I change my billing information? - Billing information can be updated through our online portal. Simply log into your account and visit your Profile > Payment & Transaction.
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.
Service Questions
What services do you offer? - We offer maintenance cleanse, deep cleanse, move in & out cleanse, and gutter cleanse. For more detailed information, please check out our Services & Pricing page.
Do you offer recurring services? - Yes, we do! We offer weekly, bi-weekly, and monthly packages 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 vacuum? - Bacteria and micro-organisms can be easily transferred from one household to another, hence we do not offer 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, if you do have a vacuum at home and would like us to use it, we will gladly give your rugs and carpets some love! Just let us know in the instructions.
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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