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Help & FAQs

Trust & Safety

If I can’t be there, how will the cleaner access my home?

Lockboxes, garage codes, keys left in hiding places or leaving a door unlocked are all common ways that our customers let their cleaner in. If you won’t be there to let them inside, please let us know how they can access your home. Lockboxes seem to be the most popular choice with our customers.

I have a security system. How does that work?

If you leave your alarm system on when you leave, please let us know the code so we can safely deactivate it. As an alternative, other customers have chosen to leave their system off during cleaning days.

How do I know I can trust my cleaner?

Because we do! All of our referrals are thoroughly screened. We check their criminal records and follow up with their references to ensure they are reliable and trustworthy.

What if I need to report something missing or need to file a complaint?

We take all complaints and reports extremely seriously. If you feel like something might be missing, most times, it’s simply been misplaced so we advise you to take a second look. If you still can’t find the object or need to file a complaint, please don’t hesitate to call our office and we will do our best to resolve the issue.

What if anything is found broken or damaged?

The cleaners we refer are all independent workers. If you find something broken, damaged or even missing, please let us know within 24 hours. Our office will contact your cleaner who will then be in contact with you to discuss the issue. They are responsible for any damage or loss and are aware of these terms.


How many cleaners will come to my home?

Typically, we send one cleaner per home. However, under certain circumstances (extra cleaning, size of the house), we can recommend that two people clean your home.

Are the cleaners who come to my home CastleCleaners employees?

As a strictly referral agency, the domestic workers who come to your home are not CastleCleaners employees. Think of us as the ‘matchmaker’, matching professional, trustworthy cleaners with clients who come to us in need of reliable cleaning services.

Will the same person be cleaning my house every time?

We will do our best to have someone consistently sent to your home so they understand how you like things done. Of course, if you aren’t satisfied with your cleaner, we will try to pair you with someone else.

Does the cleaner provide their own supplies or should I provide them?

We require all of the independent workers we refer to bring their own cleaning supplies and equipment with them so you don’t have to worry about it. If you have a specific product you’d like to be used, the cleaner will be happy to use it, as long as you supply it.

Will exterior areas such as porches or decks be cleaned as well?

We want you to be completely satisfied with your service. The cleaning professionals will typically work inside the house. If you require additional, outdoor areas to be cleaned, please let us know in advance.

Should I tip?

A lot of our customers like to tip around 10-20% but it’s completely up to you! If you’re pleased with your service we definitely encourage it, as 100% goes to the cleaner. It is not required of you to tip.

Should I leave a note with directions?

If you won’t be home for the cleaning and have specific directions, please feel free to leave a note. We’d rather you communicate specifications than not to ensure your standards are being met.

What if I forget about the cleaning day or need to cancel at the last minute?

This doesn’t happen that often and we will send you a reminder about your service ahead of time. However, if you need to cancel, we will charge you a $50 fee if you are canceling within 48 hours of your scheduled service.


What if I need to reschedule my cleaning?

If you know in advance that you will need to reschedule, please contact us as soon as possible so we can match the domestic worker with another opening. In the case of an emergency reschedule, please call and let us know so we can make the appropriate arrangements.

Do I need to sign a contract?

No need for contracts. We simply ask that if you need to cancel an appointment that you give us a couple of days’ notice (48 hours or more) so we can reschedule the domestic cleaner and to avoid any cancellation fees.

What if I have pets?

If you have pets, please let us know in the ‘customer comments’ section on the booking page. Most of our referrals are comfortable with pets, although there is an odd occasion where they might not be. If this is the case, we might ask that you make other, temporary arrangements for your pet (kennel, garage, backyard, etc) while the cleaning professional cleans your home.