Frequently Asked Questions

How Cleanduo Works

1. How does Cleanduo work?

Cleanduo process is a simple three step process:

Schedule Cleaning

Choose the date and time for your cleaning and get affordable pricing in just a few clicks.

We do the Job

One of our cleaning professionals will arrive on time to do work. All you need to do is relax.

Shine and Happy

We keep your home sparking clean and germ free. Just reschedule to keep it always fresh!

2. How do I book a house cleaning?

Just follow the link below to book your house cleaning appointment.

 

https://www.cleanduo.com

3. What are your hours of operation?

We are open 7 days a week from 7AM through 7PM. You can pick the time that works for you!

4. How do I contact Cleanduo?

You can email us directly at contact@cleanduo.com or use our contact form by following link below.

 

https://www.cleanduo.com/contact

5. Are Cleanduo cleaners background checked?

Each Cleanduo professional goes through screening, online application, background check and ID verification. In addition, Cleanduo provides Happiness Guarantee on every booking. For more information, please visit Terms & Conditions.

6. Is Cleanduo pet friendly?

Yes, we use pet friendly cleaners as your pet is a valued member of your family.

7. What is your cancellation policy?

Cancellation Policy varies based on your Cleaning Plan. We have some rules so our platform works more efficient and everyone is happy!

One-Time House Cleaning:

Cancel or reschedule 24-4 hours before the house cleaning appointment you will incur $20 fee. If cancelled in less than 4 hours before time of appointment or in case of no-show, order will not be refunded.

House Cleaning Plan:

If you want to cancel a house cleaning plan before the end of the term, you will incur a one time $79 fee. Otherwise, same cancellation policy applies as for the One-Time House Cleaning

8. How do I set up account with Cleanduo?

During booking of your house cleaning appointment it is required to set up account with us. It is required to set up account so you can view your active and past bookings and reschedule, if needed.

9. How do I update my contact information?

Just log in with your username and password to your account and click on Profile Settings and update your contact information. Try to keep this information up to date so we won’t have hard time getting in touch with you. Thank you!

10. How do I edit my cleaning plan?

Log in to your account and click on My Bookings tab. Click on the booking that you want to modify and click on “Edit” button. The pop up will appear with three options:

  • Edit Property Size: You can modify the property size and any Add Ons selected for your cleaning
  • Reschedule: You can select different date and time for your house cleaning appointment
  • Address: Here you can edit the house cleaning address and contact details

House Cleaning

1. Do I have to be present for a cleaning?

No you don’t! Just please provide us with instructions how to access your home/apartment so we can get inside and do the cleaning!

2. How long does the house cleaning take?

House cleaning varies based on the size of your house/apartment. The minimum house cleaning is 3 hours based on 1 bedroom 1 bathroom apartment.

3. How do I reschedule my appointment?

Please log in to your account and go to My Bookings tab. Click on the booking that you want to modify and click on “Edit” button. The pop up window will appear. Please choose Reschedule Booking option and change the date and time of your appointment. Once complete, please click on “Update Booking” button. It’s that simple!

4. Do I need to provide any cleaning supplies?

Nope! We got you covered. All our cleaning professionals comes fully equipped.

5. What is included in a house cleaning?

Please visit our House Cleaning page to see what is included in the general house cleaning booking. You can also review add ons if you are interested.

 

https://www.cleanduo.com/house-cleaning

6. What is My Wallet under my profile?

Whenever you update your active house cleaning appointment, any difference that you deduct from the booking goes to your wallet. You can use credit from My Wallet for any other booking instead. Just click on Edit booking and during checkout select “Use wallet credit” option.

7. Is Cleanduo pet friendly?

Yes, we use pet friendly cleaners as your pet is a valued member of your family.

8. Can I cancel my cleaning appointment?

You are allowed to reschedule or cancel your appointment up to 24 hours before your appointment date. You can do that by going to “My Bookings” in your Profile and clicking on the red “Cancel” button. Please review our cancellation policy prior to cancelling appointment.

9. My cleaner did not arrive. What do I do?

If your cleaner did not arrive, please contact Cleanduo at contact@cleanduo.com immediately. We will investigate the root cause of the issue and rebook your appointment free of charge.

10. What if I am not satisfied with the house cleaning?

We are terribly sorry if you are not satisfied with our services. We got you covered under our Satisfaction Guarantee program. Please email us at contact@cleanduo.com within 24 hours of your cleaning, attach pictures of the areas that you are not satisfied with and we will schedule a reclean to ensure it is done right. The reclean appointment should be scheduled within 72 hours of the contact.

11. How do I review my completed bookings?

Please log in to your client dashboard by following the Log In link on top of the home page. Click on tab My Bookings and in the Past Bookings section choose Ratings & Review option to review your previous cleaning service.

12. How do I update my card information?

If you want to update your card information, please navigate to your profile. Select My Wallet tab and click on “Update Card details” button. In the pop up window fill in your card information and save. It automatically saves information securely and directly to Stripe dashboard so none of the information is captured on our site for safety purposes.

Cleanduo Professional

1. How do I become Cleanduo professional?

Please follow link below to apply to become a Pro! It is easy and free to apply!

 

https://www.cleanduo.com/become-a-cleaner

2. What information do I need to apply?

We need basic information about you and your previous paid cleaning experience. Once you fill out online application we will review it and contact you with the next step: background check.

3. How long does the application process take?

Application Process time varies from case by case but usually we get back to you within 2 days of your submitted application. The next step is background check process which takes anywhere from 24 hours to 5 days. We aim to get you rolling as soon as we can! We will be in touch with every step!

4. How much will I get paid for cleaning?

Cleanduo hourly rate is based on your reviews and number of cleanings done in the past month. Every new comer starts at a rate of Go-Getter and has potential of climbing to Elite pay. Please see table below for breakdown.

 

Go-Getter

Hourly Rate: $16

Reviews: >=4.0

# of Jobs in past Month: N/A

 

Rising Star

Hourly Rate: $18

Reviews: >=4.5

# of Jobs in past Month: 15

 

Elite

Hourly Rate: $20

Reviews: >=4.5

# of Jobs in past Month: 30

5. How do I update my contact information?

Please Log In to your Account. Navigate to My Profile tab and update your Personal Information. It is important that the information is up to date so we can always stay in touch!

6. How do I set up my Payout Information?

Please navigate to your Profile. On the bottom of the “My Profile” tab navigate to Update Payout information section and select if you want to update Bank or Debit information. Fill in the details of your Bank or Card and save. The information is safely transmitted to our payment provider Stripe so your information is kept secure.

7. What is your policy on platform removal?

Cleanduo reserves the right to remove any staff at any time, for any reason. Below is the list of factors that can contribute to staff removal from platform:

  • Constant low rating below 4.0
  • Often cancellations on staff side
  • No-shows to appointment
  • Damage to property
  • Violation of any other Terms & Conditions of Cleanduo platform

8. How do I set my availability?

Once you log in to your Account, navigate to My Schedule tab. You can set your availability weekly or monthly. Please populate hours that works for you during the week Monday through Sunday and save your selection. You can also add breaks for the time that you are unavailable. If anything is unclear, feel free to contact us at contact@cleanduo.com.

9. When can I start accepting jobs?

You can start accepting appointments as soon as you gain access to your Staff Account. You can view appointments available in Available Bookings tab in your account.

10. How does ratings work for my pay?

Cleanduo hourly rate is based on your reviews and number of cleaning done in the past month. Every new comer starts at a rate of Go-Getter and has potential of climbing to Elite pay. Please see table below for breakdown.

 

Go-Getter

Hourly Rate: $16

Reviews: >=4.0

# of Jobs in past Month: N/A

 

Rising Star

Hourly Rate: $18

Reviews: >=4.5

# of Jobs in past Month: 15

 

Elite

Hourly Rate: $20

Reviews: >=4.5

# of Jobs in past Month: 30

11. Do I need to buy cleaning supplies?

Yes, clients expect you to bring basic cleaning supplies for every appointment.

12. What should be my uniform going to work?

It is all up to you but usually clients expect you to look professional for every cleaning appointment.

13. What happens when I need to cancel my booking?

Once booking is assigned to you, you are expected to attend the appointment. If you want to cancel booking, it will negatively affect your rating. Just navigate to “My Bookings” section click on the booking that you want to cancel and click on red X button to cancel any booking that was previously assigned to you.

14. How do I see my reviews?

Under My Profile tab you can see the average review score. If you want to see more detail review, navigate to My Bookings and click on Past Bookings section to see any comments that the customer noted.

Still did not find what you are looking for?

No problem! We are here to answer any of your questions. Just send us an email and we will respond as soon as possible.