Client Knowledge Base

How Can We Help?

85 answers to the questions our clients ask most — about booking, pricing, scheduling, our team, and what's included.

Category

Getting Started & Booking

01

How do I book my first appointment?

Booking with Two Sisters Maid to Clean is simple. Request a free estimate through our website, give us a call, or send us a quick message. We'll gather a few details about your home and schedule a convenient time that works for you.

02

How will our house cleaning relationship work?

We pair you with a consistent, trained cleaning team that gets to know your home and your preferences. You can communicate special requests anytime, and we adjust as your needs change.

03

How often can you provide service?

We offer weekly, bi-weekly, every-four-weeks, and one-time cleanings. Most clients choose bi-weekly recurring service.

04

Can you produce an estimate for a portion of a home versus the entire home?

Yes. We can quote a partial-home clean (e.g. main level only, or specific rooms). Just let us know which areas to include or skip.

05

What hours of the day are available for home cleanings?

Our standard cleaning hours are Monday–Friday, 8:00 AM to 5:00 PM. We typically offer arrival windows rather than exact times.

06

Do you work on the weekends?

We generally do not clean on weekends so our team can rest with their families. Limited exceptions may apply for special situations.

07

What can I do to prepare prior to your arrival?

A light tidy — picking up toys, clothes, and dishes — lets our team focus on deep cleaning surfaces rather than organizing. Secure pets and valuables you'd like undisturbed.

This is not required — we know you get busy. We can add a tidy service for an additional fee and we'll take care of the prep work.

08

Do I have to sign a contract?

No long-term contracts. You can pause, change frequency, or cancel recurring service at any time.

09

What if I want to exclude specific areas during my routine cleaning?

Just let us know. We'll add notes to your file so your team skips those rooms or surfaces every visit. For scheduling purposes, we ask that you let us know 24–48 hours prior to service.

We would never exclude areas without written communication being sent prior to service.

Category

Pricing, Estimates & First-Time Cleans

01

How much will it cost to clean my home?

Pricing depends on your home's size, condition, frequency, and the scope of work. Request a free estimate and we'll provide a clear, no-pressure quote.

02

Will it cost the same each time you come to my home?

Yes. Recurring cleanings are typically a flat rate so you always know what to expect.

03

Why is the initial cleaning cost more than recurring services?

The first clean is more thorough — it brings the home to a baseline. After that, our recurring rate maintains the result, which takes less time.

04

Why is my cleaning rate higher when I skip a regular cleaning appointment?

Skipping appointments means more soil buildup, which takes longer to clean. We may need to apply the next-tier rate (e.g., bi-weekly rate becomes monthly).

05

How long will my initial cleaning take?

Most initial cleans run between 4 and 8 hours depending on home size and condition. We'll estimate during your quote.

06

Will my home cleaning price change each year?

We do yearly rate increases and occasional increases if the job starts to take more time than we originally quoted.

Payments not made within 24 hours incur a 5% late fee.

07

How do you determine your pricing?

We factor square footage, number of bedrooms and bathrooms, pets, clutter level, frequency, and any add-ons (interior fridge, oven, windows, etc.).

08

I received an estimate but I am unclear on what the price excludes.

Standard estimates exclude exterior windows, carpet shampooing, garages, biohazards, and heavy organizing. Reach out and we'll clarify your specific quote.

09

Do you offer competitive rates?

Yes. Our pricing reflects insured, trained, W-2 employees and quality products. We're competitive within the professional cleaning market.

10

Why are some services cheaper than others?

Lower-priced services often use independent contractors, no insurance, or fewer cleaning steps. We invest in trained staff, insurance, and proven processes.

Category

Scheduling, Rescheduling & Skips

01

Will you come on the same day and time for each clean?

Yes — we work hard to keep the same day and arrival window for every visit so you can plan around it.

02

What if I need to reschedule the cleaning?

Just contact us at least 48 business hours in advance and we'll find another day in your cycle.

03

I travel often and will need to skip some cleaning appointments. Will this pose a problem?

Not at all — many of our clients travel. Just give us notice. If gaps become long, we may adjust to the corresponding frequency rate.

04

What happens if there is bad weather?

When roads are unsafe, we reschedule for the safety of our team. We'll contact you as early as possible to find a new day.

05

What if I move? How do I change my address?

Let us know as soon as possible. If your new home is within our service area we'll update your file and re-estimate based on the new space.

06

Am I able to pause my cleaning services for a few months?

Yes. Pauses are easy — just tell us when you'd like to resume and we'll hold your spot when possible.

07

Should I have a Spring Cleaning every year?

We recommend it. A deeper seasonal clean tackles baseboards, blinds, light fixtures, and other detail work beyond a maintenance visit.

Category

Policies & Fees

01

What is your cancellation fee?

Cancellations with less than 48 business hours notice are subject to a fee (typically 50% of the clean cost) because we've already reserved your team's time.

02

What if I accidentally lock the cleaning crew out on my cleaning day?

We'll attempt to reach you. If we can't gain entry, a lock-out fee applies since the team's time was reserved.

03

What is the lock-out fee?

The lock-out fee is typically 50% of your scheduled cleaning cost.

04

What happens if I forget to make a payment on the day of the cleaning?

We'll send a friendly reminder. Payments not made within 24 hours incur a 5% late fee.

05

What holidays do you observe?

We observe Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve, Christmas, Juneteenth, and Martin Luther King Jr. Day. If your clean falls on a holiday we'll reschedule.

Category

Access, Security & Alarms

01

Do I need to be home during the cleaning?

No. Most clients provide a key, garage code, or lockbox so we can clean while they're at work or running errands.

02

What should I do about my security alarms?

Either disarm before we arrive, or share a temporary code/instructions. We treat all access information as confidential.

03

Are my valuables safe?

Absolutely. Our team is background-checked, trained, insured, and bonded. We recommend storing irreplaceable items in a secure place as standard practice.

04

Can I trust Two Sisters Maid to Clean?

Yes — we've built our reputation on trust. Every team member is vetted, trained, and supervised. We're licensed, bonded, and fully insured.

Category

Payments & Discounts

01

How do I pay for my home cleaning?

We accept credit/debit cards on file, charged the day of service.

02

Do you offer a senior or military discount?

Yes — we offer discounts for active military, veterans, and seniors on the first cleaning only. Mention it when you request your estimate.

03

Do you pay for referrals?

Yes! When a friend you refer becomes a recurring client, we give you a free cleaning after their referral has had their 3rd cleanings.

04

How do I change my payment method?

Contact our office and we'll securely update your card on file. You can also update it through the client portal.

Category

Products, Green Cleaning & Sensitivities

01

Do you offer "Green" or Eco-Friendly cleaning products?

Most of our products are eco-friendly — our floor and surface cleaners are eco-friendly and biodegradable.

We do have a few products that are not eco-friendly — for example, we use Lysol toilet bowl cleaner. We don't use anything strong like bleach or Fabuloso, and our products do not have strong smells.

02

What do you mean by "green house cleaning"?

Products that are biodegradable, non-toxic, and free of harsh fumes — safer for kids, pets, and waterways.

03

How do you handle specific allergies or sensitivities?

Tell us about any sensitivities and we'll select products accordingly, or use products you provide.

04

Are the products you use pet/baby friendly?

Our standard products are safe when used as directed. We let surfaces dry before pets/kids re-enter cleaned areas.

05

Are your products safe on a septic system?

Yes — our standard products are septic-safe.

06

What do you use to clean hardwood floors?

Our floor cleaner is a biodegradable cleaner safe for animals and children.

We do not put a lot of water on floors when we clean — we use a microfiber mop and spray solution.

Category

What's Included / Not Included & Extras

01

What doesn't Two Sisters Maid to Clean clean?

We don't handle biohazards, pet/human waste, hoarding situations, exterior windows, heavy mold, window tracks, or walls. We do clean glass doors.

We also don't clean inside small appliances like air fryers.

02

Do you wash the windows?

Interior window glass is available as an add-on. Exterior windows are not part of our service.

03

Do you clean dishes?

We'll load a dishwasher or hand-wash a small sinkful as a courtesy. Large dish loads can be added for a small fee.

04

Do you change the sheets as part of routine cleaning?

We'll change sheets if left on the bed. Just let us know.

05

Do you clean window tracks?

No, we don't clean window tracks.

06

Can you clean my garage?

We sweep out garages on our move-in/out cleans.

We can also organize garages under our organization service.

07

Can you clean my patio or balcony?

Light sweeping/wiping can be arranged. Pressure washing isn't offered.

08

Do you clean unfinished areas?

Generally no — unfinished basements, attics, and storage areas are excluded.

09

Do you offer carpet cleaning?

Yes, we do have a carpet cleaning service.

10

Can you use my vacuum?

Yes, if you prefer. Otherwise we use our HEPA-filter vacuums.

11

Do you clean walls?

No, we don't clean walls.

12

Do I need to provide cleaning supplies?

No — we bring all supplies and equipment unless you'd prefer we use yours.

13

Do cleaners move furniture?

We clean around heavy furniture. Light items (chairs, small tables) are moved and replaced.

14

I had an insect infestation — can you still clean my home?

We'll need professional pest treatment to be completed first, then we can clean. This also applies to rodent or bug infestations.

15

Can you help with organizing and trash removal?

Yes — we have a trash removal service.

Heavy organizing is also available at a separate price.

16

Do you clean inside small appliances like air fryers?

No, we don't clean inside small appliances.

Category

Teams, Training & Trust

01

Who will be cleaning my home?

A trained Two Sisters Maid to Clean team — W-2 employees, background-checked, uniformed, and supervised.

02

How many people will be cleaning my home?

Our base team size is 1 person. For larger jobs or homes — such as top-to-bottom cleans, move-in/move-out cleans, first-time cleans, and larger homes — the team size depends on the size and scope of the job.

03

Will I always have the same cleaning team?

We assign a dedicated team and protect that pairing whenever possible. Occasionally substitutes are needed due to time off.

04

How do I know I can trust your housekeepers?

Every team member passes background checks, in-home training, and ongoing supervision. We're bonded and insured.

05

Are your housekeepers trained and supervised?

Yes — every team is trained on our checklist, products, and standards, with supervisor visits and quality audits.

06

Are you bonded and insured?

Yes. We carry general liability, bonding, and workers' comp.

07

Am I liable for Worker's Compensation?

No. Because our cleaners are our W-2 employees, you're not liable for workers' comp or payroll taxes.

08

Are your housekeepers employees or subcontractors?

Employees — never subcontractors. That's how we maintain training, accountability, and insurance coverage.

09

Do the cleaners speak English?

Yes — our cleaners are able to communicate in English. You can also reach the office anytime.

10

Do I tip the cleaning crew?

Tips are appreciated but never expected. We do not accept Venmo, CashApp, Zelle, Apple Pay, check, or any other method for tips. To add a tip to your invoice, give us a call at the office — or you can hand cash directly to your cleaner.

11

Can I change my assigned cleaning team?

Yes — just let the office know and we'll reassign your team.

Category

Pets

01

What should I do with my pets during the cleaning?

Pets are welcome to stay home. Anxious, aggressive, or door-darting pets should be crated or confined for everyone's safety.

02

What is your policy regarding pets?

We love pets. Please secure aggressive animals and let us know about any special instructions or sensitive areas.

We are not responsible for any damage your pet makes due to not being crated during our visit.

Category

Service Areas

01

Do you service my area?

Reach out with your zip code and we'll confirm coverage right away.

Category

Feedback, Issues & Guarantees

01

What if I'm not satisfied with the service?

We back every clean with our satisfaction guarantee. Let us know within 24 hours and we'll return to make it right at no charge.

02

What if the cleaning team missed a spot?

Call or email within 24 hours and we'll come back to address it.

03

What if something in my home is damaged or broken?

We'll report it to you the same day and work to repair or replace the item.

04

How do I provide feedback on my cleaning?

Reach out to the office via email or text message. We read every message.

05

How do I report an incident related to my recent cleaning?

Contact the office directly. We document, investigate, and respond promptly.

06

Do you have a referral program?

Yes — refer a friend who becomes a recurring client and you'll receive a free cleaning after their referral has had their 3rd cleanings.

07

Is there a way to leave specific instructions for my team?

Yes. Reach out to the office via email or text message with special instructions and we'll pass them along to your team.

Category

Why Choose Us?

01

Why should I hire Two Sisters Maid to Clean?

We're family-owned, employ trained W-2 cleaners, are fully insured and bonded, and back every clean with our 24-hour satisfaction guarantee.

02

Are you a franchise?

No — we're an independent, family-run business. That means decisions happen locally and your feedback reaches the owners directly.

03

What makes you different from other cleaning services?

Consistent teams, transparent pricing, real employees (not contractors), and a relentless focus on doing right by both clients and staff.

Still Have Questions?

Our team is happy to talk through your home and put together a free, no-pressure estimate.