Frequently Asked Questions
Terms Of Service
At Tailored Home Solutions, we place a premium on transparency and efficiency in our operations, striving for seamless service delivery to our valued clients. Our Terms of Service, along with the Policies and Procedures our employees must follow, serve as the foundation for maintaining harmony and facilitating smooth collaboration across every facet of our company, from our office staff and scheduling to payments, technicians, and meeting client expectations. These measures ensure cohesive teamwork and a seamless experience for all involved.
Our primary goal is to consistently strive to provide an exceptional experience. We aim for our work to be thorough, punctual, and conducted with professionalism. Building lasting relationships with both our technicians and clients is of great importance to us. This commitment fosters high retention rates and ensures satisfaction across all fronts.
Our Terms of Service stand apart from typical contracts; they're not intended to be rigid or controlling. Rather, they're readily accessible to everyone, around the clock, ensuring clarity and understanding without a sense of confinement. We prioritize fostering trust and cooperation through open communication and mutual respect.
These terms and policies are designed to notify and educate you. At Tailored Home Solutions, we understand that clear expectations are essential for a positive service experience, and ultimately, our aim is to prevent any misunderstandings.
- We do not wash walls
- Clean interior of curio cabinets/ any type of fine China storage
- Crystal chandeliers, paper material lighting, any lighting fragile in nature
- We do not clean windows (unless by special request & office approval)
- We do not clean mini blinds
- We do not clean electronics (TV screens, keyboards, tablets, smart devices, etc..)
- Hazmat items/ situations (bodily fluids from humans or animals/ bugs)
- Outdoor spaces (unless fully enclosed)
- We are not equipped nor have the special training to handle hoarding situations
It's quite simple! We hire team members of like-minded individuals with exceptional work ethics who share our commitment to excellence and possess outstanding work ethics. At Tailored Home Solutions, all our cleaning staff undergo thorough vetting processes (mainly based on morals, characteristics, and values), including background checks, drug testing, and insurance and bonding.
Each technician undergoes rigorous six-week training sessions, ensuring they possess comprehensive knowledge and adhere to detailed job notes in our company’s app. Our team members are dedicated to delivering exceptional results on every visit. Additionally, our technicians are compensated per job rather than per hour, motivating them to complete each task thoroughly during their visit.
To further guarantee your satisfaction, we provide a 100% satisfaction guarantee. If you're not completely satisfied for any reason, we'll return to make it right.
Moreover, our office staff conducts periodic quality checks every 4-7 visits through email, phone calls, or text messages. Additionally, our Field Manager periodically stops by to ensure everything is up to our high standards.
Fill out an online booking request or give our office a call and we’ll walk you through it. Once we have details about your home and schedule, we'll provide you with an estimated price range for our services.
It's important to note that all quotes we provide are estimates. These estimates are based on factors like the type of service, the size of your home, and our average productivity rate for the requested service. Upon arrival and during a mid-point check-in, our team will conduct evaluations of the requested service. If these evaluations suggest that the final cost may exceed the quoted amount, our office will promptly contact you to discuss options. We'll seek your approval before proceeding with any adjustments to the scope of work.
Since our quotes are estimates, the final price may vary. Various factors can influence this, such as whether you're a minimalist or a collector, if you have cleaned recently or are on a cleaning strike (no judgment here & no explanation needed (we’ve been there)), if you have pets like furbabies or purbabies (our nickname for cats), whether extra time is needed for picking up or organizing before cleaning, and whether your home has all hardwood or carpeted floors. Additionally, the number of occupants in your home can affect cleaning time and intensity, whether it's two individuals or a family of four.
There are many variables that can affect the time and intensity required for cleaning your home. Our primary aim is to help you save time and reduce stress so you can enjoy making lasting memories with your family. We’re called Tailored for a reason.
Tailored Home Solutions only accepts credit cards from residential clients. All clients must have a valid Credit/Debit card on file before services commence and a 50% deposit is required for new clients or services. Payments are processed via credit cards on the day following the completion of the service. Please note that we do not accept cash, checks, Venmo, PayPal, or other forms of payment from residential clients.
For recurring services, payment is processed after the cleaning has been completed, either on the same day or the following business day.
It is the responsibility of all clients to ensure that their credit card information is current so that payments can be processed promptly after services are provided.
Tailored Home Solutions reserves the right to temporarily halt services if an invoice remains outstanding for 7 days, with a $25 late fee applied to the final invoice for past-due services.
Additionally, Tailored Home Solutions reserves the right to cancel services if payment has not been received 21 days after the invoice due date, until the account is brought up to date.
We have a strict 24 business hour cancellation policy. We try to have the same technicians in your home every time. Due to this, their schedule revolves around yours.
If you notify us more than 48 business hours ahead of your appointment there is no cancellation fee. If you notify us in less than 48 business hours you will be charged 70% of your expected service fee due to lost wages.
If we are locked out or if you notify us less than 24 business hours ahead of your scheduled time, you will be charged 100% of your expected service fee due to lost wages.
When we quote your home, you will receive multiple pricing ranges for the service frequency you desire. When an appointment is missed, you will be raised to the next frequency of pricing. An example of this tier-level frequency pricing is when a weekly client is raised to a bi-weekly cost or a bi-weekly client is raised to a monthly cost.
At Tailored Home Solutions, we understand that pets are cherished members of your family, as they are in ours too (yes, that's why we call our kitty cats PurrBabies!). That's why we're happy to accommodate them during our visits. We'll even ask for your pet's name so we can make them feel welcomed and comfortable each time we come by.
Our entire staff is pet-friendly, but we know that not all furry friends enjoy loud noises or strangers in their space. If you let us know in advance how you'd like us to interact with your pet, we'll ensure their safety and happiness while we're at your home.
For the safety of both our team members and your pet, any aggressive animals must be kenneled, kept in a separate room (which we won't clean), or safely placed outside during our cleaning session. If we arrive and encounter an aggressive animal, we may need to postpone the cleaning until suitable arrangements are made. Your pet's well-being is our top priority.
For our recurring clients, we arrive equipped not only with supplies, but also with a positive attitude, knowledge, and a genuine willingness to assist.
We understand that each home is unique, just as every individual and family is. That's why we avoid a one-size-fits-all approach. Utilizing a combination of biodegradable, less-toxic, and pH-neutral cleaning products, we ensure the protection of all materials within your home, including delicate surfaces like marble, as well as the well-being of your family and our staff.
However, we refrain from bringing cleaning equipment into your home for two primary reasons: sanitation and respect for our clients' preferences. We steer clear of tools such as scrub or toilet brushes, as well as vacuums, which have the potential to spread allergens or germs through cross-contamination. For instance, some of our clients may have allergies to pets, while others do not. To address this concern, we provide what we call a "start kit," which includes items like colored toothbrushes, scrub brushes, Swiffer dusters, Mr. Clean erasers, a rinse cup, and a toilet brush. This ensures that these tools remain exclusively for use in your home.
Furthermore, we take great care to keep bathroom scrub brushes, toothbrushes, magic erasers, and cleaning cloths designated for specific areas separate from those used in the kitchen, maintaining a high standard of cleanliness and hygiene.
General Questions
Simply fill in an online booking request or call our office to book a cleaning. After you provide information about your house and schedule, we will give you an estimated price range for your services.
All quotes given are estimated. They will be based on the job type, square footage, and our company's average productivity. When our visit is completed, pricing is based on the job's square footage, intensity level, and time.
Since the quote is an estimate, the price can fluctuate. Some examples of those factors are whether a homeowner is a minimalist or a collector. Whether there are furbabies or purbabies (our cat nickname) in the household. If we need to spend extra time first to help with picking or straightening up before we clean. If you have all hardwood floors verse all carpeted floors. Two individuals living in a home versus a family of four.
There are many factors that can influence the cleaning time and the level of intensity needed in your home. Our main goal is to help save your family time and stress so you can create memorable memories with one another.
No, you’re only charged based on the job intensity level and amount of time your cleaner was at your home working. If they finish early, you aren’t charged the full amount estimated.
Absolutely not! We wouldn’t want pushy salespeople coming to our house so we would never do that to you. You can receive an estimate on the cost of cleaning your home and on the day of service we will adjust accordingly.
Cleaning supplies, products, and equipment are included by default for one-time services.
Supplies and products are only included for recurring services; not equipment. This ensures there isn’t any cross-contamination from house to house.
Please note for recurring services: we always use your vacuum, scrub brushes, toothbrushes, toilet bowl brushes, and etc.. We do offer a convenient starter kit (at cost) for new individuals/ families to purchase and be used only in their homes.
Please get in touch with us right away and we’ll make arrangements to rectify the situation. We have a satisfaction guarantee that we stand by.
Recurring Scheduling Questions
Our technicians operate on a solo model, servicing two locations per day, allowing them to devote ample time and attention to detail during each cleaning.
When scheduling or rescheduling visits, we carefully consider various factors that influence our office's planning process. These factors include the size of your property (e.g., 1,500 SQ FT or 4,500 SQ FT), its location (e.g., Villa Hills, KY, Ft. Thomas, KY, Clifton, OH, or Hyde Park, OH), and your preferred cleaning frequency (e.g., weekly, bi-weekly).
THS provides two distinct scheduling preferences:
1. Choose your preferred days and specify either morning or afternoon time slots. Our office team will schedule your appointment accordingly, matching it with similar clients who share the same frequency, location, and timing. Weekly and bi-weekly clients receive priority access to morning slots.
2. Alternatively, you may opt for consistency by requesting the same technician for the majority of your appointments. Your cleaning visits are then scheduled based on a technician's availability, rather than catering to specific days or AM/ PM time slots you request.
Preferred Days and Time Slots:
By opting for this scheduling method, our office staff will match you with a similar appointment on one of your preferred days and/ or times. One of our highly skilled cleaning technicians will be dispatched to your location on your chosen day of the week.
We offer an approximate one-hour arrival window, although in most instances, only half an hour is typically required. For morning appointments, the arrival window is set between 8:30 and 9:30 AM, while for afternoon appointments, it falls between 12:30 and 1:30 PM.
By opting to have the same technician for the majority of your appointments, you are asking that a dedicated cleaning technician is consistently assigned to your appointments. Our technicians operate on a solo model, servicing two locations per day, allowing them to devote ample time and attention to detail during each cleaning.
When initiating recurring services, we will inquire about any day/ time that are unsuitable for your appointment. Your cleaning visits are then scheduled based on our technician's availability, rather than catering to specific days/ times you request. The day/ time is subject to change depending on the technician's schedule changes (i.e. full-time to part time).
When scheduling or rescheduling your recurring cleaning visits, we carefully consider various factors that influence our office's planning process. These factors include the size of your property (e.g., 1,500 SQ FT or 4,500 SQ FT), its location (e.g., Villa Hills, KY, Ft. Thomas, KY, Clifton, OH, or Hyde Park, OH), and your preferred cleaning frequency (e.g., weekly, bi-weekly).
While we endeavor to accommodate your preferred day and time, please understand that due to the nature of technician assignments, each team member typically has a limited availability of 8 to 10 slots per week. If these slots are already booked, we can explore alternative options such as assigning you to another technician, placing you on a waiting list for your preferred day, or adjusting your cleaning schedule accordingly.
At times, your assigned technician will require a day off.
In such instances, we understand and respect the need for personal time, just as you have commitments such as doctor appointments, school events, vacations, family reunions, funerals, personal mental health days, and etc. our teammates do too. Rest assured, your cleaning frequency will continue without disruption. You will be notified the morning of your scheduled visit of a substitute technician attending to your cleaning needs. Detailed records of your residence's information are securely stored on our company's app, ensuring continuity in the cleaning frequency you've hired our company for, without any disruption.
Cancellations due to the unavailability of your regular technician will incur a 100% cancellation fee.
We appreciate your dedication to your assigned technician; however, such cancellations not only impact their schedule but also affect other team members.
It's important to recognize that when a visit is missed, it can significantly disrupt our technicians' workflow and make cleaning more challenging, even if you've attempted to tidy up in between appointments. After all, the reason you've entrusted us with maintaining your home's cleanliness is precisely because we excel in thorough cleaning.
Additionally, the technicians who fill in for absent colleagues are also highly trained and vetted team members. Often, they step in due to unavoidable circumstances such as illness or travel plans of other clients. Particularly during fall and spring seasons, when travel and seasonal illnesses are prevalent, maintaining a full roster of field technicians becomes challenging.
Rest assured, our rigorous hiring and training processes ensure that every team member is equipped with the same skills and standards. If, by any chance, there's a discrepancy in the results, please don't hesitate to reach out to us. We're committed to addressing any concerns promptly and ensuring your satisfaction.
At Tailored Home Solutions, we understand that our work entails demanding physical labor. Our hiring process prioritizes morals, characteristics, and values, ensuring that every member of our team shares the same core principles. We are proud to provide our team with a wage that exceeds the standard, fostering a supportive and stable work environment. While we deeply value our team and aim for long-term partnerships, we recognize that our industry often serves as a stepping stone to new opportunities. Our ultimate aspiration is for every team member that does move on, to reflect on their time with us with appreciation and personal growth.
During their tenure, we strive to nurture leadership skills, foster a strong work ethic, and encourage personal development. While we would love for all our hires to stay with us indefinitely, we understand that most will move on after an average of 3-5 years. Nonetheless, we aspire for our impact to be transformative for both our team members and our clients, fostering positivity and growth at every stage of their journey.
Cleaning Questions
Here’s a listing of what gets cleaned in every room of your house during a standard recurring maintenance cleaning. You can also request extra items via your customer dashboard.
Throughout Your Home
- Cobweb removal and dust baseboards - on rotation
- Dust all furniture
- Dust mini blinds, window sills, and ledges - on rotation
- Dust light fixtures/ceiling fans
- Clean all mirrors
- Clean all picture frame fronts - on rotation
- Clean designated glass at the front and rear entrance (above 40 degrees)
- Empty trash containers
- Vacuum upholstered furniture as needed
- Vacuum carpets and hardwood floors
- Mop hard surface floors
Bathrooms
- Clean/sanitize shower/tub
- Clean/sanitize sink and vanity
- Clean/sanitize toilets
- Clean mirrors
- Dust picture frames/lights
- Wipe cabinet fronts
- Vacuum and mop floors
Kitchens
- Clean/sanitize countertops and backsplash
- Clean all appliances outside - microwave inside & out
- Wipe cabinet fronts
- Clean/sanitize faucet and sink
- Vacuum and mop floor
All cleaning supplies, products, and equipment are included for all one-time services.
We provide the products and supplies except for the equipment for recurring cleanings to prevent cross-contamination between clients.
We offer a range of services from recurring cleaning visits to one-time/ special occasions to move-in/ out cleaning to apartment/ condo turnovers.
You can see the different services by visiting the front page and clicking on the “Services” button halfway down the page.
For recurring services, we send one technician to your home unless, due to timing issues and house size, two technicians may be needed. We do our best to match you with the same technician each visit though life events happen and we may need to send another qualified teammate to your home.
Absolutely. The technicians go through a screening process that includes a police background check, drug test, reference checks, and in-person interviews. We also require significant experience and knowledge in residential house cleaning before we state they are trained and vetted with our company.
Are You Ready For a Spotless House?
Request your free quote now and come home to "spotless" tomorrow!
