FAQ
Questions? We've got answers.
Explore our Frequently Asked Questions for more information.
Service Information
Where do you provide your service?
We offer cleaning services throughout New York City, including Manhattan, Brooklyn, Queens, and Long Island.
What are your hours of operation?
Our team is available:
We understand the importance of flexibility, which is why we offer extended hours to accommodate your busy schedule.
How do I book my cleaning?
Booking with WiserClean is easy! Visit our website, fill out the form, select your date and time, provide billing details, and finalize payment. You'll receive a confirmation via email and/or text.
Cleaning Services
What areas do you clean?
We focus on the interior of homes, excluding outside surfaces.
Do you provide specialized cleaning?
We don't handle tile grout cleaning or bathroom mold removal. However, we offer post-construction cleaning services.
Do you offer green cleaning?
Yes, we provide green cleaning upon request at no extra charge.
Booking and Payment
Are your prices negotiable?
No, our rates are fixed and not open to negotiation.
What forms of payment do you accept?
We accept credit/debit cards for online transactions.
How can I set up recurring cleaning services?
Indicate the frequency of cleaning on our booking form, and we'll handle the rest.
Cancellation and Rescheduling
What's your cancellation policy?
You can cancel or reschedule up to 24 hours before your appointment without penalty.
How can I reschedule or cancel my appointment?
Log into your account, go to your appointment details page, and follow the instructions provided.
What If I’m not satisfied with my cleaning?
Contact us promptly for further instructions. In the case of a rescheduled clean, make arrangements within 48 hours of the original appointment.
What if my home requires more time than what it was booked for?
Share any additional details about your cleaning requirements. If more time is needed for a thorough cleaning, we may need to reschedule the appointment accordingly.
Additional Information
Do I have to be home during cleaning?
It's not mandatory, but initial introductions are encouraged.
Can I leave a key?
Yes, we are happy to use a lockbox or obtain keys from the front desk of your building with your permission.
Can I tip my cleaner?
Yes, you can tip your cleaner! There is no suggested percentage; feel free to give whatever amount feels right to you. Any tip is appreciated.
How can I reschedule my appointment?
To reschedule, log into your account, go to your appointment details page, and click the menu icon. If rescheduling is enabled, you'll find a reschedule link. Click it and choose a new date and time.
How can I cancel my appointment?
To cancel, log into your account, go to your appointment details page, and click the menu icon. If canceling is enabled, you'll find a cancel link. Click it to cancel your appointment.
What if I just had renovation work done?
For properties that have recently undergone renovations, we offer tailored post-construction cleaning services. Please reach out to us at 917-920-1472 or email support@wiserclean.com to arrange this service and to inquire about pricing.
Does WiserClean provide its own supplies?
Absolutely! We bring environmentally friendly supplies, including EPA-registered disinfectants and heavy-duty products, along with essential cleaning equipment like vacuums and mops. However, we don't supply ladders, step stools, toilet brushes, or pest control products. For any special requests, please notify us at least 24 hours before your appointment.
What if my building requires a Certificate of Insurance (COI)?
If your residential or commercial building requires a Certificate of Insurance, simply email us at support@wiserclean.com with a sample COI and any specific instructions at least 48-72 hours before your appointment. Our team will handle your request promptly.
Can I provide specific instructions or make special requests for the cleaning?
Absolutely! We gladly accommodate special requests if they are communicated to our Support team before the scheduled appointment. Our cleaners will follow any specific instructions you provide.
How can I update my credit card information?
You can easily update your credit card details on your account dashboard.
Are offices, dens, and dining rooms included in the cleaning service?
Yes, they are! These areas are treated similarly to bedrooms when estimating cleaning time.
WiserClean Terms
At WiserClean, we strive to ensure a seamless and satisfying experience for both our customers and cleaning professionals. To maintain transparency and clarity, please familiarize yourself with our terms and policies:
Cancellation Policy:
Standard Clean:
Deep Clean or Custom Clean:
Missed Appointment Fee:
A fee of $80 applies if the cleaner is unable to gain entry or commence the cleaning. Appointments are fully confirmed and charged 3 hours prior to the scheduled time for standard cleaning and 5 hours prior to the scheduled time for deep/custom cleaning. No refund will be issued if the cancellation occurs within 3 or 5 hours of the scheduled appointment.
Loyalty Program:
Our cancellation policies apply to all bookings, including those under the WiserClean loyalty program. For recurring subscriptions, you can reschedule within 72 hours of your original scheduled appointment for a $75 fee. Cancellations made after 72 hours will be subject to a 50% fee.
As part of our loyalty program, customers will receive (1) complimentary reschedule or cancellation fee waived every 90 days from the last completed booking without overlapping.
Additional Notes:
We understand that unforeseen circumstances may arise, such as medical emergencies. In such cases, please reach out to our team with a medical letter or test dated within 48 hours of the scheduled appointment for rescheduling or exemption from cancellation fees.
Please note that our cancellation fees compensate our cleaners for the reserved time slots. You can log into your WiserClean account anytime to view prior and future appointments, ensuring smooth communication and scheduling.
If you have any questions or require further clarification on our terms, feel free to contact our support team. We're here to assist you every step of the way.