FREQUENTLY ASKED QUESTIONS

We’ve made Heromaid as quick and easy to use as possible, however sometimes a bit more detail is required.

General Questions

How Do I Book?

All you have to do is fill out our secure booking form, selecting the time and date that you want us to clean your home. It’s as simple as that and will only take you 60 seconds. Once you have completed your booking you will receive a confirmation email within 30 minutes.

What if I don't want to book online?

That’s ok if you don’t want to book online – we have a dedicated Customer Service Team here at Heromaid so just give them a call on 408-426-8300 or email us at help@Heromaid.com. Leave us a message, we have a 100% response rate and you can expect to hear from us within 10 minutes.

Do I need to enter my card details to book?

Yes. We need to take payment information to book your appointment, but your card will not be charged until after your cleaning has been successfully completed. Guaranteed.

How do I change or cancel my booking?

It is simple to amend or cancel your booking, you can either login to your account or please email us at help@Heromaid.com and we will take care of your request. Please give us 24 hours notice if you wish to cancel your booking otherwise there is a $70 cancellation charge.

Can I make a same day or last minute booking?

Of course! We are really proud of the fact that we can book you in for a clean on the same day (our record was being able to find a cleaner for a job on a Friday evening in just 45 minutes!). Just give us a call on 408-426-8300 and we will book you in for that short notice clean at a time that suits you.

The Heromaid 200% Guarantee

What is the Heromaid Guarantee?

We guarantee that you will be delighted by the results of your clean. If for some reason you are not just let us know within 48 hours and we promise to send a cleaner back to put it right for free. It’s as simple as that. We don’t pay our cleaners until after this time period, so there is no risk when you book a Heromaid clean.

If you are still unsatisfied after your re-cleaning, then we will refund your money. No questions asked.

Our Cleaning Service

What does it cost to clean my home?

We have made it easy to book a cleaner with our flat-rate pricing based on the number of bedrooms in your home. That means you don’t need to try to work out how many hours it might take to make your home sparkle. To view our pricing go to our booking form and select your options. Your price will be displayed instantly at the bottom of the form. There are no surprises with our pricing. It’s as simple as that.

Why do you charge a flat rate price?

We charge a flat rate price per number of bedrooms rather than per hour. This means that you know exactly what we promise to provide, and our cleaners keep working until the job is done. As our cleaners clean to a checklist you know exactly what is included in the price. It really is that simple!

When does flat rate pricing not apply?

In rare circumstances, we will need to switch a cleaning to a deep clean or hourly service. This only happens if the home is in need of a deep clean (instead of a standard clean) or is extremely large and doesn’t fall under the perimeters of what we consider a normal home. This is why we strongly suggest selecting a deep clean if your home hasn’t had a professional cleaning in more than two months.

We will only switch to a deep clean or hourly cleaning with your approval before we begin cleaning.

 

If your home is larger than 3500 SQ FT, give us a call for a custom pricing quote and we’ll work hard to make sure you get the best value on your regular cleanings.

What services do the cleaners provide?

We offer three types of cleaning service. A standard clean which is a lighter clean that covers all the important areas of the house, perfect if you book a regular clean with us. A deep clean which is a more thorough clean which we recommend if you house hasn’t been cleaned professionally in the last two months. We can also offer you do move in/move out cleans which includes the spot cleaning of all walls and cleaning inside all of your cupboards. We can also offer you extra cleaning services.

What is a deep clean?

A deep clean is for first-time customers or customers who haven’t had their home professionally cleaned in the last two months. To see the extra things we do for deep cleans, check our booking form.

Do you offer move-in/out services?

Of course we do! At Heromaid we call end of tenancy cleans move in/move out cleans because sometimes you need a really thorough clean when you are moving into a new home. Our cleaners work to a check list for move in/move out cleans which includes spot cleaning all the walls and cleaning inside all the cupboards but if there is a specific task you want your cleaning team to focus on then please let us know.

Tell me about your hourly service.

We offer hourly services to customers who are looking to accomplish a task or a set of tasks that don’t necessarily fall under a complete house cleaning.

  • Need to have one bathroom cleaned thoroughly?
  • What about a kitchen?
  • What if you just want your walls and windows cleaned?
  • After-party clean up help?

Hourly service is your answer! You can hire 1-3 maids for any amount of time to help you get the job done.

In the rare event that a customer books a regular cleaning with us and their home doesn’t meet the requirements for our flat-rate pricing, we will call them and inform them that we are switching them to an hourly pricing model to make sure we finish the job and help get their home ready for regular cleanings.

Cleaning Day

What time will the cleaners arrive?

Our cleaners will always try to arrive on time for your clean. However, do please allow us a 60 minute window to take into account heavy traffic. We will give you a call if your cleaner is going to be late but please call the Customer Service Team on 408-426-8300.

How many cleaners do you send?

We’ll usually send you a team of 2-3. For very small homes, we might send a mighty team of one to get the job done.

Do your cleaners bring their own supplies?

Yes, our cleaning teams come completely prepared to make your house shine! They will bring the following:

  • Vacuum cleaner (if you don’t have one)
  • Mop and bucket
  • Kitchen and bathroom cleaner
  • Window and glass cleaner
  • Furniture spray
  • Oven cleaner
  • Non abrasive spray
  • Bleach
  • Non abrasive cleaner
  • Sponge cleaners
  • Cloths for windows, floors, furniture
  • Steel scourers
  • Gloves
  • Products against lime scale and mould

About your Booking

Can I book a regular clean?

Yes, of course! Just select the frequency of your clean, monthly, bi-weekly, tri-weekly or even weekly, when you make your booking. To say thank you we will even offer you a Heromaid discount for booking a regular service. After your first booking your future appointments will be automatically booked in so you can expect your cleaner at the same time every week, every other week, every third week, or month.

How do I know what time I can get a cleaning?

We put you into control so you will be able to view and select available appointment times from our online calendar available on our booking form.

What areas do you serve?

We’re currently serving San Jose, San Diego, and Los Angeles counties. We will be offering our services in Santa Cruz, San Francisco, and Monterey by the end of 2015.

Can I make special requests?

Absolutely! We put you in control so if you have got a particular product you would like us to use in your kitchen or a precious vase you want us to avoid when dusting just include the information in your booking. We will then pass these details onto the cleaner.

What happens after I book a cleaning?

Once you have completed your online booking you will immediately receive a confirmation email. This is there to reassure you that your booking has gone through. We will then contact our best cleaning teams to see who is available to complete your house clean. Once we have assigned a cleaner to the clean we will send you another email with their name so you know who to expect. We also send text message reminders to you before the clean, to make sure you don’t forget!

How do I edit a booking?

It is simple to edit your booking online. So if you change your mind and decide to add on an oven clean or choose to book a deep instead of a standard clean we can accommodate that request. If you wish, we can edit your booking for you. All you have to do is give our Customer Service Team a call on 408-426-8300 and we’ll take care of it.

Do you offer discounts for regular customers?

Yes we do. If you book a regular clean with Heromaid you can get:

  • 10% discount for a monthly clean
  • 12.5% discount for tri-weekly clean
  • 15% discount for a bi-weekly clean
  • 20% discount for a weekly clean

Extras

What extras do you offer?

For an extra charge you can book a number of services on top of your clean including:

  • Cleaning the oven
  • Cleaning the fridge
  • Cleaning the inside of your windows
  • Wall wash
  • Cleaning inside cabinets

OR select them all to let us know you want a deep clean or move-in/move out cleaning!

We also offer professional carpet cleaning services (truck mounted steam power wash machinery just like the industrial teams use). Please call us at 408-426-8300 or email us at help@Heromaid.com to add carpet cleaning to your order.

Do you offer carpet cleaning?

Yes we do! We can arrange for a professional carpet cleaner to clean your carpets after we have finished cleaning your home at a cost of $50 per room/area. Just give us a call at 408-426-8300 or email us at help@Heromaid.com to add it to your booking.

We use professional truck-mount steam power wash systems just like the ones we use for our commercial clients! These machines will power through any level of dirt or grime your carpet may have.

Carpet cleaning takes about 45 minutes per room. We schedule the carpet cleaners to come right after your home cleaning is done.

Please let the carpets to dry for at least a few hours (overnight if possible) before walking on them.

Billing and Payment

How do I pay?

We take your credit or debit card details at the time of booking however we will only collect payment after your cleaning service has been performed. We accept all major credit cards (including American Express) and debit cards for payment.

A hold will be placed on your card the night before cleaning. This is not a charge and will drop off in 5-7 business days if the cleaning is not completed.

Is my card information secure?

Yes it is, our payment technology is provided by Stripe. Their SSL encrypted, PCL compliant system is completely secure and trusted by companies worldwide. You can read more about them on stripe.com

Will I be charged if I cancel my booking?

If you cancel your clean within 24 hours of the scheduled time, we have to charge you a cancellation fee of $35. If you re-book a clean with Heromaid then half of the cancellation fee will be applied towards your next service.

Insurance and Keys

What insurance does Heromaid have?

Our comprehensive insurance coverage delivers total peace of mind. We have made sure that trusting us with your home is as risk free as possible. Accidents do occasionally happen but if they do we will ensure that everything is resolved as quickly as possible.

We have $2 million public liability insurance. We also insist that each of our cleaner teams have their own insurance too. That way you have total peace of mind that your home and belongings are protected. If you have any questions about our policy please email help@Heromaid.com

Do I need to be home for my cleaning?

No you don’t need to be home whilst we clean your house. If you would like to leave the key with a neighbour or somewhere secure then we can collect it. Just add instructions when you make your booking. On your first clean with Heromaid we do like you to be home so you can show us around your property and point out any areas that you would like us to focus on but we understand that isn’t always possible.

Can I leave my keys with my cleaners?

Of course, if you book a regular clean with us we will always assign the same cleaner to the job. If you would like to leave your keys with your cleaner they will keep them secure for your next clean.

The Heromaids

How do you recruit your amazing Heromaids?

We hire only the most motivated, reliable and experienced cleaners in your area. To be accepted as a cleaner for Heromaid all our candidates must undertake a rigorous selection and recruitment process. This includes a telephone interview followed by a face to face interview. If they pass these we then perform a reference check on all of the teams finally we ask all candidates to perform a test clean so that we can inspect the quality of their cleaning. If the teams pass the quality inspection then we welcome them to the family and begin the training process.

How do I become a Heromaid?

Simple! Apply here.

Once we review your application, we’ll contact you to being the recruitment process! Don’t worry, we don’t make our Heroes wear capes.

 

Will I get the same team every time if I book a regular clean?

Sure, you will get the same team every time. Unless someone is unwell or enjoying a well deserved holiday from cleaning we will keep sending the team that you are comfortable and familiar with.

Are the Heromaids well looked after?

Yes, we are a close knit team here at Heromaid and we have a close relationship with all our cleaners. We pride ourselves on allowing our cleaners to work flexibly which is important where they have children to collect from school or other caring responsibilities. We also pay our cleaners more than other cleaning companies do, this is so we attract only the most experienced and reliable cleaners in your area.

Feedback

How do I give feedback?

We will send you an email once the clean is complete asking you for feedback. Please do take time to complete this as we like to give our cleaners a bonus for receiving a five star review. We promise to act on any feedback you send us as we are a young company trying to improve so please do share any suggestions that you have on how we can improve. If you loved our service, please leave us a review a on Yelp as it is our bread and butter and will help us to serve you better and better in the future as we grow.

If you have any concerns, please leave us feedback through our email and we’ll reach out and make it perfect.

Referral Program

How do I refer a friend and rack up credit?

Once you have booked a clean with Heromaid you will be given your own personal Heromaid referral code: you will also find this code when you manage your booking online. You could text or email them the code. When someone uses your code and books a Heromaid clean they will get a fantastic $10 off their first clean and as a thank you to you we will give you $10 of cleaning credit too.

Why Heromaid?

What makes Heromaid better?

We take a different approach to cleaning to ensure that we deliver a high quality service. We only employ only the most reliable and experienced cleaners in your area, we have a dedicated customer service team to answer any queries and we have a state of the art booking system to make it really simple for you to book a clean. Our cleaners all wear uniform and work to a checklist on every clean, so you know that your home has been cleaned to the highest quality.

Heromaid is the high-quality, on demand, cleaning company. We want to give your home the love it deserves and make it sparkle. We don’t think you should spend your precious time searching for a trusted cleaner. So why not let us do the hard work and find you a quality, reliable cleaner who fits in and around your life? We have made it easy with our 60 second online booking process, our flat-rate pricing structure plus our promise to find you a cleaner to do that last minute clean. We are really proud of that last one thanks to our flexible and dedicated Heromaid cleaners who make it possible.

Ready to Book?

BOOK NOW