Frequently Asked Questions

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.

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.

A: When you book, we estimate how long the clean will take based on your home or business 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.

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. All cancellation and lock-out fees must be paid in full prior to any future scheduled appointments.

A: For recurring 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). For regularly scheduled maintenance cleanings that need or require a deep cleaning upgrade, we charge an additional $50.00 fee. 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.

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 and payment can be done online through our website. We do charge a small processing fee for any credit card payments.

A: We understand that life happens. If you’re an established client and anticipate having trouble making a payment by the due date, please contact us as soon as possible. We’re happy to discuss reasonable payment arrangements when there is clear communication.If we don’t hear from you and payment is not received by the due date, a $50 late fee will be applied to the outstanding balance. Accounts that remain unpaid may be referred to collections after 60–90 days. Communication goes a long way—if there’s an issue, please reach out so we can work together toward a solution.

A: For established residential clients, Scrub may offer Net 7 payment terms, meaning payment is due in full within 7 calendar days of the invoice date. Net 7 terms are extended at our discretion and are intended for clients who have established a consistent payment history with us. New clients may be required to pay at the time of service until an account history has been established.For approved business and commercial accounts, Scrub may offer negotiated net payment terms, such as Net 15 or Net 30, depending on the service agreement, billing frequency, and account history. For example, an invoice issued under Net 30 terms is due in full within 30 calendar days of the invoice date.Net terms are a payment privilege and do not change the total amount owed. Accounts with past-due balances may have their net terms suspended or revoked, and future services may require payment at the time of service.If you anticipate a payment issue, please contact us before the invoice becomes past due. We're happy to work with established clients when possible, but payment arrangements must be communicated and agreed upon in advance.Late payments: Any applicable late fees, service holds, or collection procedures will follow the payment terms stated on your invoice or service agreement.

A: We love pets! We know they’re part of the family. For everyone’s safety, we ask that pets who may be anxious, protective, prone to escaping, or uncomfortable around unfamiliar people or cleaning equipment be safely secured during your appointment.If you’ll be home or you’re confident your pet is comfortable with our team, we’re happy to let them hang out while we clean. We’ll always do our best to work respectfully around them.Once we’ve gotten to know you and your pets, we may also be happy to let them outside for a quick potty break upon request, provided there is a secure, gated area. Please discuss this with us in advance.Please note: Scrub cannot be responsible for unsecured pets who escape, interfere with cleaning, or become distressed during service. If a pet displays aggressive or unsafe behavior, we may need to pause or discontinue the cleaning for the safety of everyone involved.

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.

A: Yes. We take great care while working in your home, but we also understand that accidents can happen. If something is accidentally damaged or broken during your cleaning, please contact us as soon as possible so we can review what happened and work toward an appropriate resolution.We ask clients to securely store fragile, valuable, sentimental, or irreplaceable items before service and to let us know about anything that requires special handling. Scrub cannot guarantee replacement of items with significant sentimental value or items that were already damaged, improperly secured, or unstable prior to cleaning.If our team notices existing damage or a potentially fragile item, we may document it or choose not to clean or move the item to prevent further damage.Transparency matters to us. If we cause damage, we want to know about it and address it fairly.

A: For the safety of our clients and cleaning team, Scrub does not provide remediation or cleanup involving mold, biohazards, bodily fluids, animal or human waste, needles, hazardous chemicals, pest infestations, or other potentially dangerous materials. These situations require specialized training, equipment, and remediation procedures.We’re happy to tackle tough dirt, grime, buildup, and everyday household messes—but if we discover conditions that may pose a health or safety risk, we reserve the right to leave the affected area untouched or stop service until it has been professionally addressed.For heavy lifting, our team may move small, manageable items when necessary to clean, but we do not move heavy furniture, appliances, or other items that could cause injury or property damage. If you'd like an area cleaned behind or underneath a heavy item, please have it safely moved before your appointment.Not sure whether something falls outside our scope? Send us a photo before your cleaning and we'll be happy to let you know.

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.

A: Yes. If you find that the service isn't for you or is no longer something you are interested in you can absolutely cancel anytime with a 30-day notice. No hidden fees. Outstanding payments are due at time of cancellation.

A: Yes. Scrub reserves the right to modify its service policies, pricing, or terms when necessary. When a change materially affects an established client’s service, we will provide reasonable notice whenever practicable before the change takes effect.Either Scrub or the client may discontinue ongoing services in accordance with the cancellation terms of the applicable service agreement. Scrub may also suspend or terminate service for circumstances including nonpayment, repeated late cancellations, unsafe or unsanitary working conditions, harassment or inappropriate conduct toward team members, repeated violations of service policies, or other circumstances that make it unreasonable or unsafe to continue providing service.Any outstanding balance for services already performed remains due even if services are discontinued.Changes to our general policies do not retroactively alter charges or obligations that have already been incurred.