FAQ

We now require a $50.00 deposit prior to booking a cleaning a service.

A lot of the times we have some flexibility with scheduling, the absolute soonest you are able to book online is 4 hours out on the same day. This doesn't always mean we are able to get this done for you however, it is always best if you need same day service to give us a call and confirm. We typically can get customers fit into our schedule the following day at the latest depending on scheduling.

Yes. However, we strongly recommend that you reschedule your appointment if you are able too. We require at least 24 hours notice for the cancellation of any scheduled appointment. In the event of cancellation with less than 24 hours notice, a cancellation fee of 50% of the quoted service amount will automatically be charged to the credit card on file. We are very strict on our cancellation policy, please honor it. To cancel an online appointment with Scrub Portland, as a customer, you can follow these steps on the website: 1. Log into your account and navigate to the "My Bookings" section. 2. Find the appointment you wish to cancel and click on it to view the details. 3. Look for the "Cancel Appointment" button and click on it. 4. You may be prompted to provide a reason for the cancellation. Fill out the required information and confirm the cancellation. 5. Once the cancellation is confirmed, you should receive a notification or confirmation email. Additionally, if you encounter any difficulties or have specific questions about the cancellation process, you can reach out to Scrub Portland's customer support for further assistance. We value clear communication and want to ensure that your experience with our cleaning service is as convenient and stress-free as possible.

Yes. We always recommend rescheduling your appointment rather than just cancelling. It makes it easier for both parties in the long run and we do understand that life happens and things can come up without notice- that is why we have completely gotten rid of our rescheduling fees. To reschedule a cleaning appointment with Scrub Portland through our website, you can easily log in to your account, where you originally scheduled the appointment. Once logged in, navigate to the "My Bookings" or "My Appointments" section, where you will see your upcoming cleaning appointments listed. -Find the appointment you wish to reschedule and click on it to view the details. -From there, you should see an option to reschedule or cancel the appointment. -Select the reschedule option and choose a new date and time that works for you. If you encounter any difficulties, feel free to contact our customer support team for assistance. We are committed to providing convenient and flexible scheduling options for our valued customers and strive to accommodate your needs to the best of our ability

No, you do not! You can provide our team with a mode of entry whether providing a door code, garage code, or a key. We just ask you provide a means to contact you if the team has any questions. With that said, for one time cleaning services or the initial deep cleaning prior to becoming a recurring service client, we prefer you be present at least for the initial walkthrough. It helps ensure expectations are met and we're both happy at the end of service. Plus, we love meeting our clients!

Instead of discarding items when organizing client spaces, we donate them (with client approval) to local charities, shelters, or families in need. This reduces waste and provides useful goods to those who need them most, aligning with the city’s focus on sustainability and social equity. The city of Portland values environmental consciousness, and by donating items and focusing on reuse, we actively supports these sustainability goals. This not only minimizes waste but also helps foster a culture of responsible consumption within the community.

How long our services take is really dependent on the total square footage of the home and how many cleaners are coming. When booking an hourly service, we recommend 1 hour for each bedroom in the home, 2 hours for the kitchen, 30 minutes for any other rooms and 1.5 hours for floors (roughly). We've found this to be a good estimate time for a thorough cleaning in larger homes. You ultimately get to pick how long you'd like us to perform services. Once booked, we may contact you for more details.

If you have specific preferences or requirements for how you like things done we want to hear about it! Please don't hesitate to provide feedback or instructions to us directly. This can be done by emailing us (hello@scrubpdx.com), sending us a quick text message, or by quickly giving us a call before your appointment. You are also welcome to inform us the day of your cleaning to communicate your requests with us face-to-face. If you will not be available during our appointment you also have the option to write us a note, just make sure you leave it in a place where we can clearly see it. Clear communication about your expectations will help ensure that we are meeting your needs and delivering results that you're satisfied with.

These are considered 'add-on services' and we do offer these tasks for an additional fee. If these items were not selected when booking online we will not do them during your scheduled cleaning. If you require extra services or have additional cleaning requests you would like added on to your scheduled cleaning day, please contact us at least 24 hours in advance so that we may allow the extra time needed at your home and we can give you a price adjustment for the additional services. Always try to include this information while filling out the free quote form or during your in-home consultation. You can also select additional services like laundry or dishes when booking your primary cleaning service online. If you would like Laundry Services or Dish Washing Services (specifically) please prepare the laundry or dishes beforehand. What we mean by this is If you want us to assist with tasks like laundry or dishes please consider sorting or prepping these items out at first and then place them somewhere (that will grab our attention). Example of this: For dishes- you can place all items in the kitchen sink. This can also include gathering dirty laundry in one location or even pre-soaking the dishes to make the cleaning process more efficient.

While we offer a wide range of home cleaning services, we cannot resurface/wax/refinish floors, handle tv's or tv screens, handle chandeliers, wet wipe light bulbs, move large furniture, or dispose of an excessive amount of trash. We can also not clean exterior windows, mold, bio hazards, pet waste and insect or rodent problems. For a full list of what we offer see our Service Agreement page

Payments are due before your service is completed, you may pay ahead of time at your earliest convenience. Any payments received after 24-hours from services being rendered will accrue a $50.00 late charge unless otherwise discussed between parties. We accept payments via: -Cash or Check -Cash App -Apple Pay -Venmo -PayPal -Zelle-Tap-To-Pay After an invoice has been sent you have the choice of paying the entire amount online (through our website). You can also chose to make a payment at the bottom of this website on the footer. Click Here.

The primary reason is scheduling. We have held appointment slots only for last minute cancellations when we did not require a deposit. We're a small family business and losing an appointment last minute has a significant impact when running our business.

We prioritize the security of your property through our key holding policy. Once entrusted with your key, we ensure its safekeeping in a secure safe, accessible only by authorized personnel. When it's time to return your key, we uphold stringent security measures. We require that every customer fills out our Key Holder Agreement Form to ensure not only the safety and wellbeing of your home and it's contents but to ensure our end too. You may have a copy of this signed-off agreement if you would like, just simply request it from us by sending an email to hello@scrubpdx.com. For your safety and ours, we require presentation of a valid ID to ensure proper key handover. Rest assured, your key remains safeguarded throughout our partnership and we appreciate your continued trust.

We do take before and after photos of our work and we use these images for, new hire training purposes, promotional materials, our social media presence, and for other various marketing materials. If you do not want pictures taken of specific areas in your home, OR you do not want any photographs being taken within your business or residence whatsoever, please be sure the checkbox for photography authorization and consent is unchecked prior to booking online.

Yes, we are licensed and insured and have coverage. We are however NOT currently bonded as we do not have a fuller staff of employees. We want to be sure and operate within the parameters of law within the State of Oregon and have done so by becoming insured and licensed in the state. When the time comes to get bonded and we have ample employees, we will be bonded as well.

Your cleaning technician will need a place to park that is close to the home, we always have and carry a lot of equipment, tools, and cleaning products with us at all times to be prepared for any job. Please be sure that your technician has a safe and close space. If you have an available driveway space we always recommend this option but we also accept parking on the side streets as well. If you are located Downtown in Portland we ask that you please pay the meter for parking or if you have a parking permit please allow the technician to use it for the time they will be cleaning. All parking fees will be the responsibility of the client, under no circumstances is this negotiable.

Yes! We always arrive ready to clean from top to bottom. We will bring the following items to your appointment: Vacuum cleaner (although we may ask permission to use yours from time to time, we are in the market and searching for a new one to use, I'm willing to take any suggestions if you have any). Mop Heads (x2) and Bucket Set Steam Cleaner for Wooden Floors Shower Telescopic Pole w/ Brush Attachments Kitchen + Bathroom cleaner Dawn Platinum Power Wash + Dawn Professional Glass/ Window cleaner Swiffer 360 for Dusting (refills included) Furniture Polish (Pledge) Oven Cleaner + Plastic Scrape Tool Non-abrasive spray Non-abrasive cleaner Scrub Daddy + Scour Daddy + Scrub Mommy PH Balanced Floor Cleaner Reusable and Disposable Gloves + Disposable Booties + Apron Limescale and Mold Removal Cleaners Eco-friendly Green Cleaning Options (+$10.00)

We understand that every client's needs are unique, and selecting the right cleaning service can sometimes be overwhelming. To help you decide, consider the following factors: - Type of Cleaning Required: Assess whether you need a basic cleaning, deep cleaning, move-in/move-out cleaning, or specialized services such as carpet or window cleaning. - Frequency: Determine if you need one-time service, weekly, bi-weekly, or monthly cleanings. - Space Size: The size and layout of your space can impact the amount of time and resources required. Larger areas may benefit from more comprehensive services. - Budget: Our services are competitively priced, but it's important to choose a package that aligns with your budget. - Specific Needs: If you have any particular requirements, such as eco-friendly cleaning products or allergen-free environments, let us know. We recommend speaking with our team directly to discuss your specific needs. Our staff is trained to provide tailored advice and help you select the most suitable service for your situation. Feel free to contact us at 971-297-4790 for a personalized consultation.

From experience, we have found an initial deep clean service is almost always necessary to ensure we can meet our standards for the following recurring service. We establish a baseline for future cleaning services and use our cleaning system to help maintain your home close to the deep clean state. While we do our best to try and keep it at this state, we recommend scheduling a deep clean once every year to bring the home back to the shine.

After you have reviewed your estimate and our New Client Service Agreement form in our Client Hub, make any changes to your service request, pay the deposit, and approve the estimate. Approving the estimate will act as a signature accepting our Client Service Agreement and acceptance of the estimate provided. Once we receive the approval, we will reach out if your preferred dates are not available and get you scheduled. You'll receive a booking confirmation along with a calendar invite. If we have any questions, we will reach out to you by email.

Yes we do ask that you do a bit of picking up before we come and clean for you. Here are some highly recommended steps for you to follow prior to us arriving. Make your home accessible. A key that is accessible to the cleaning person(s) is usually the best method. A fee will be charged if we are unable to access your home, this is referred too as a ‘Lock-Out fee’. (See Service Agreement & Terms of Service.) Turn off alarm system(s). If you choose to arm your security system and we have no way to disarm it, we will not be held responsible for false alarms or for the misuse of the alarm system. Have your home picked up and ready to be cleaned to avoid additional charges. This means any items that are left on the floor, paperwork piles, or any other objects that can get in the way of the cleaning service should be picked up and put away beforehand. Have your valuables put away to avoid accidents. Limited liability protection for valuable antiques or non-replaceable items. Customer has 30 days to request or report damaged or broken items for replacement or repair. After 30 days customer assumes all liability. For your convenience we have a detailed blog post on what to expect for your first appointment as well as a really easy-to-follow guide on what types of items should be picked up and how to best prepare for your scheduled cleaning.

You will get a reminder notification the day before and an hour before your appointment via text message. For the best results and to reduce overall cost of the service, we request you declutter your home as much as possible prior to service. This will allow our team to provide a thorough and exceptional cleaning of your home. Once the Cleaning Technicians arrive, they will perform an initial walkthrough of your home. They will cover what will be performed, answer any questions, and make note of any items or areas that they need to be careful around. While all employees are bonded and insured and we can replace most items in the home, anything of sentimental value cannot be replaced. We want to make sure we are extra careful around those precious items. The cleaning team will then get to work. When the team is finished with the cleaning, they will perform a final walkthrough with you. It is not a necessary step, but we strongly recommend doing this so we can address any concerns you have immediately. We want to make sure you are happy with the end result.