.png)
Frequently Asked Questions
Frequently asked questions
Q: What kinds of cleaning services do you offer?
A: We clean homes (bedrooms, bathrooms, kitchen, living areas, etc.), whether you want one-time cleans, weekly, bi-weekly, or monthly recurring service. Add-on services (like specialty cleaning or extra tasks) are available, but they must be specified up front.
Q: Do you bring your own cleaning products and supplies?
A: Yes. We supply all necessary cleaning products and equipment. If you prefer specific products (eco-friendly, non-toxic, custom, whatever), just let us know ahead of time.
Q: How do appointments, arrival times, and rescheduling work?
A: When you book, we estimate how long the clean will take based on your home’s size/condition. Arrival times come with a “window” — usually within about an hour of the scheduled time. If you need to reschedule, you can do that anytime via your online account; we don’t charge rescheduling fees.
Q: What if I need to cancel or change plans?
A: Need to cancel? Let us know at least 24 hours in advance. Canceling with less than 24-hour notice, or if we get locked out, means you’ll be charged 50% of the service cost.
Q: How is pricing determined? Flat-rate or hourly?
A: For recurring/contract cleans we use flat-rate pricing (assuming “average” home size and cleanliness). If a home is much larger or dirtier than average (or requires more time), we may re-quote. One-time, deep cleans, or move-in/out jobs are charged hourly (not flat rate). Currently in Portland, the Average Cost per Square Footage is as follows: $0.36 per square feet in a residential setting and $0.25 per square feet in a commercial setting.
Q: What payment methods do you accept?
A: We accept major credit/debit cards, tap-to-pay (if in person), Venmo is our most preferred method of payment. We also accept PayPal, Zelle, ACH, cash, or check. Booking can be done online — though we recommend getting a free estimate first.
Q: What happens if a payment is late or overdue?
A: If you don’t pay by the due date, a $50 late — fee applies. If the account remains unpaid, we may send it to collections after 60–90 days.
Q: What should I do about my pets on cleaning day?
A: We love pets — but for safety and liability reasons, we ask that pets be crated or secured while we clean. If you’ll be home and/or confident your pets are chill, we can leave that up to you.
Q: What about fragile items, valuables, or delicate furniture?
A: Please secure valuables and heirlooms or tell us if you don’t want them handled. Items like heavy furniture (>20 lbs), electronics, fragile/vintage knick-knacks, and certain fixtures are excluded or handled only if pre-approved.
Q: Do you cover damage or breakage during cleaning?
A: If something gets damaged, report it within 24–48 hours of service. We’ll decide if we can repair/replace it, unless the item was improperly installed/secured. For furniture or heavy items we don’t move, and for items like unstable glass doors/faucets — we may refuse cleaning.
Q: Do you handle mold, hazardous mess, or heavy lifting?
A: Nope. We don’t do mold remediation, hazardous waste, bodily fluid clean-up, or heavy lifting/moving furniture. We also don’t offer pet or child care, laundry services (besides basic tidy-up), or hazardous/toxic material cleaning.
Q: What if I’m not happy with the cleaning?
A: We offer a Satisfaction Guarantee — contact us within 24 h of service, and we’ll come back within 1–5 days (often same-day) to re-clean the missed/unsatisfactory areas at no extra cost. No refunds for gift certificates.
Q: Can I cancel a recurring cleaning membership?
A: Yes. You can cancel anytime with a 30-day notice. No hidden fees. Outstanding payments are due at time of cancellation.
Q: Can Scrub Portland cancel the contract or change terms?
A: Yes. We reserve the right to modify any part of the service agreement (including rates) without prior notice. By booking, clients accept those terms.