Frequently Asked Questions
We understand the desire to find the right fit for your home or business needs. At VA Dream Clean, we aim to exceed the expectations of our clients and leave a lasting impression.
We'd like to share with you the answers to some of the most common questions we hear. If you have a question that is not on the list, please call us, we'd be happy to assist you.
Safety
Scheduling
Services
Payments
Safety Questions
Why should I trust VA Dream Clean?
VA Dream Clean is a family-owned business. We were founded and managed right here in Virginia. We perform an extensive background check for each employee and ensure proper training.
How will the cleaners access my home or business?
Many customers provide a key prior to the cleaning appointment, and some are able to be present the day of to let us in. You may choose to provide our office with a key, or use a lock-box or hide-a-key of your choosing. If no key is provided and we do not have access to your home upon arrival for service, you may incur a lock-out charge per our cancellation policy.
What if I have a security alarm?
If your home or business is equipped with a security system, please make sure it is turned off or disarmed on the day of your scheduled cleaning service. Feel free to provide instructions for arming or disarming your security alarm, but be advised we will not be responsible for alarms that are set off during the cleaning.
I have pets. What should I do?
Please pick up after your pets prior to your cleaning appointments. If your pets are aggressive or if visitors make them nervous, please secure your pets prior to our arrival.
Scheduling Questions
What time will the VA Dream Clean team arrive?
Our cleaning crews clean homes and businesses Monday through Friday between 8am and 6pm. We provide a time frame for the cleaning prior to arrival and make every effort to adhere to your preferred schedule.
What if my regular scheduled cleaning falls on a holiday?
If your cleaning service falls on a holiday we will call you to reschedule your cleaning for an alternate day/time. If for any reason you need to change your cleaning day and/or time, please contact us as soon as possible.
How often do you provide services?
We offer residential cleaning on a weekly, every two weeks, or once a month basis. We also offer one time cleanings, move in/out cleaning services and specialty cleanings for additional services. You can view our specialty services here.
What is your cancellation policy?
When you make a booking, we hold your spot in our cleaners' calendar and we deny other customers from booking in those times; therefore, cancellations can really affect our cleaning crews' schedules. To reduce disruption of our crew efficiency, we require a $40 cancellation fee for all customers when cancelling more than 24 hours in advance. Cancellations occurring less than 24 hours from the scheduled appointment time shall incur an $80 cancellation fee. Please review the full cancellation policy here.
Can I skip or reschedule a recurring cleaning appointment?
Absolutely! We do not require any contracts for residential cleaning. Please provide your request to skip or reschedule a recurring cleaning at least 24 hours prior to your scheduled appointment to avoid a cancellation fee.
Services Questions
What should I do to prepare for the cleaning?
For the most efficient clean, please put away personal belongings and de-clutter any surfaces prior to your cleaning.
How many cleaners should I expect to arrive?
Our cleaning crews typically consist of two people. However, larger jobs may require additional cleaning members to complete the job more efficiently. You may also see our quality control manager on occasion performing regular inspections to ensure service quality.
Will I get the same cleaning team when I book recurring services?
We make every effort to assign the same cleaning crew to regularly scheduled customers week after week. Although, due to illness or vacations, we may send a different crew. Rest assured, all cleaning crews are trained to provide the same consistent quality care and service.
What is included in a standard residential cleaning with VA Dream Clean?
Our standard residential cleaning services include cleaning and dusting of baseboards, pictures, lamp shades, kick knacks, window sills, furniture, and basic light fixtures in all rooms. We also wash and/or vacuum all floors throughout your home. In the bathrooms, we clean sinks, countertops, floors, tubs and showers. If you have specific or unique needs, please contact us so we can better accommodate your requests.
What is included in a commercial cleaning?
Commercial cleaning services are customized to the unique needs of each business location. We service a variety of commercial properties from business offices to restaurants. Please contact us today for a free consultation and customized quote for your commercial cleaning needs.
Do you offer deep cleaning?
Yes, we offer residential deep cleaning for homes that have not been professionally cleaned for 30 days or more. We typically recommend this service to all new customers for their first cleaning so the cleaning team can stay longer and bring your home up to our amazing standards to maintain with future cleanings.
Do you wash windows?
Yes, we clean interior windows only. Additional charges may apply.
What should I do to prepare for the cleaning?
For the most efficient clean, please put away personal belongings and de-clutter any surfaces prior to your cleaning.
Can I provide instructions for the cleaning team?
Absolutely! We greatly appreciate the opportunity to serve you and our unique needs or special requests. We kindly ask if you communicate instructions directly to the office team via email or phone so we can ensure your detailed request and instructions are updated in your file accordingly. This ensures our ability to communicate your special requests to any team that cleans your home or business.
What if the cleaning team missed an area?
If you are not 100% satisfied with the cleaning services provided, please call us within 24 hours of your cleaning and we will re-clean the area of concern free of charge.
Payment Questions
What forms of payment do you accept?
We accept all major credit cards. We use an industry leading payment processor called Stripe, which has a 256 bit SSL encryption. We do not accept cash for invoice payments or scheduled cleanings.
Where can I make my payment?
For residential cleanings, you can book online and prepay for your service, or you can provide a card on file to be charged the day of your service. For commercial cleanings, an invoice will be provided after the cleaning is completed and payments can be made online, a check provided at the time of the service, or you can mail your payment to us by the due date.
Should I tip my cleaners?
Tipping your cleaning crew is not mandatory, but it is a common practice and considered a nice gesture to show appreciation for their work.
Our crews are dedicated to providing exceptional service. If you would like to provide recognition it is highly appreciated. Feel free to leave a tip in a clearly marked envelope, or ask us to add it to your charge via card.