Frequently asked questions

How Many Cleaners will arrive for my appointment?

• Most appointments include 2 approved cleaners, but on occasion 1 cleaner or 3 cleaners may arrive for your appointment.

Do the cleaning providers bring their own cleaning supplies?

• Yes.  All cleaning providers arrive with all the cleaning supplies and equipment needed to make your house shine! If, however, you would like them to use your cleaning supplies or equipment (vacuum), simply tell your cleaning provider when they arrive for your appointment. 

Do I need to be home during the cleaning?

•  No.  You can simply send us entry instructions via email, or call us at (817) 834-9319 and we can make arrangements for you! 

What things will the cleaners not clean?

• Cleaners will not move appliances. If you need or want cleaning to occur behind or under an appliance, you must arrange to have those appliances moved.
• Cleaners will not clean above anything they cannot reach with the assistance of a two-step ladder.
• Cleaners will not clean in a home that contains hazardous materials.
• Cleaners will not clean areas that are contaminated with black mold. If you have black mold, you should seek the services of a professional mold remediation company.

How do Add-On Services work?

• Select any add-on services that you may need.
• Windows: Pricing includes interior windows only.
• Inside Cabinets: Pricing includes empty cabinets/drawers only.
• Laundry: $20 per load (wash, dry, fold)
• If you have any specifics, please let us know.

Is there an additional charge if I have pets in my home?

•  There are no add-on charges if you have pets in the home. 

How does recurring service work?

• When you sign up for a recurring cleaning service your cleaning provider will be there like clockwork on the date and time you choose. Magic Mops Cleaning will send an email the day before each of your cleanings as a reminder of your appointments. For monthly and biweekly customers, we will also send a 4 day reminder prior to each service.

Do recurring customer receive discounts?

• Yes, customers can receive discounted pricing when they book a monthly, biweekly, or weekly cleaning service.  
• Customers can even receive the discounted recurring pricing on their first cleaning if the customer continues to receive that recurring service in the future. 
• If an individual books a recurring service in an attempt to receive the recurring discounted pricing for a single cleaning, Magic Mops Cleaning retains the right to retrospectively collect the “One Time Cleaning” cost for that cleaning (this is to prevent individuals from exploiting the recurring services discount pricing structure).

Do you have cancellation fees?

• There is no cancellation fee if you cancel at least 24 hours before your appointment.  If an appointment is cancelled within 24 hours of the appointment, a cancellation fee totaling 50% of the booking price or a minimum charge of $40.

What forms of payment do you accept?

• All major credit cards and debit cards for payment.
• Checks*
• Zelle Pay
• Payment will only be collected after your cleaning service has been completed. 

*All returned checks will have an added fee of $45

Lock-Outs, electricity, hot water, and air conditioning

• All appointments must allow the cleaners to have access to the property during the appointment time.  
• Customers must also ensure there is electricity and hot water in the home. In addition, the air conditioning in the home must be functioning between the months of April and November. 
• If any of the these conditions are not met by the customer, the cleaners may choose to not complete the service and Sun & Moon Cleaning Services MAY COLLECT AND CHARGE THE FULL PRICE OF THE APPOINTMENT. If the customer reschedules their appointment and remedies the condition, 50% of the collected amount may go towards the cost of the newly scheduled appointment.

Lifting heavy items

• Our cleaning providers do not use ladders or move anything heavier than 30 lbs.  If you would like your cleaners to clean behind large items such as an oven, refrigerator, or large furniture, please move those items prior to your appointment to allow access to the area.

Pet waste clean up

• An addition fee will be collected if a cleaning provider is asked to clean or remove pet urine or waste. This charge will be determined by the type and amount of waste in the home. 
• This charge is added to cover the  cost for the additional supplies that are used to clean up pet waste.

Breakage and loss policy

• If there is a breakage or loss during your cleaning, notification of such an event must be made to Sun & Moon Cleaning Services within 48 hours of service, by email or phone. 
• Once  Sun & Moon Cleaning Services receives your notification, a form will be sent to you to be filled out. Please note that the form needs to be received within 10 days after the incident occurs.