Frequently asked questions
FAQs
Are pets okay during the cleaning?
We love pets! However, for everyone’s safety, pets are required to be secured in a crate, a closed room, or out of the home during your clean. This keeps them safe from cleaning equipment and open doors, and lets our team work without interruptions. And don’t worry, our floor cleaners are pet-safe.
Do I need to be home?
For your first clean, we highly encourage you to be home. It’s a great chance to meet your cleaner, show us around, and point out anything you’d like extra attention on. We’ll also do a final walkthrough together before we leave. For future visits, you don’t need to be home. We still highly encourage being around—or available—for the final walkthrough, but it’s totally optional. Just let us know how we’ll get in, like a lockbox, garage code, or door code.
How should I prepare?
All new clients are required to send us a few photos of their home before the first clean. This is only meant to make sure our team is walking into a safe and real environment. There’s no need to clean up what so ever before taking the photos and submitting.
Before we arrive, please put away clutter like clothes, toys, papers, and personal items in a closed closet or space, so we can spend our time cleaning every surface.
To prevent damage or lost items, please also put away valuables, cash, jewelry, medications, and anything fragile or sentimental.
Will you remind me before my clean?
Yes! You’ll get a reminder before your appointment with your arrival window and a few quick prep tips.
Why does my first clean take the longest?
On the first visit, your home is brand new to us. We don’t know yet how long it’s been since its last professional clean or how much buildup is hiding. First cleans often mean tackling hard soap scum and water buildup in showers and tubs, dust and dirt packed into window tracks, dusty baseboards, and buildup in A/C vents, ceiling fans, and blinds. We clean your whole home top to bottom with the same checklist every time. Once your home is reset, recurring visits are all about keeping it that way, so they go a little quicker.
What does your checklist include?
Every visit follows the same top-to-bottom checklist, so you always know exactly what’s covered. Download your checklist here — link coming soon.
What add-ons can I choose?
Our goal is to get rid of the add-on headache. Almost everything is already included in your clean, with no surprise extras at checkout. The only add-ons are inside oven, inside fridge, and one load of laundry. For the oven and fridge, just clear out anything you’d like removed before we arrive. We don’t throw away food, so anything left inside stays put and we’ll clean around it.
Do you bring your own equipment and products?
Yep, we bring everything! Our products for touch surfaces and floors are eco-friendly, non-toxic, and safe for kids and pets.
Care Details
Can you clean under my couch or large furniture?
We can’t lift or move heavy furniture. But if our vacuum and mop can reach underneath, we absolutely clean it. Tip: If there’s a spot under a heavy piece you’d like cleaned, move it before we arrive and we’ll take care of the rest.
Do you clean windows?
We clean interior windows we can safely reach from a 3-step stool.
Do you clean inside cabinets?
To keep your belongings safe, we only clean inside cabinets and drawers when they’re completely empty during a move-out clean. On regular visits, we’ll make the outsides shine.
Do you clean china cabinets or glass displays?
We clean the outside and the glass. Insides are cleaned only when completely empty during a move-out clean.
Our Guarantee
What if I’m not happy with my clean?
We want you to love it! If you’re home, we’ll do a final walkthrough together and touch up anything before we leave. If you weren’t home, just email a photo of anything we missed to hello@homeresetaz.com within 24 hours, and we’ll come back to re-clean it at no cost.
Are you insured?
Yes. Home Reset Co. is a registered and insured business, so you’re in good hands.
What if something gets broken or damaged?
Broken or damaged items are rare, but they do happen. That’s exactly why we carry insurance. Just let us know within 24 hours and we’ll work with you to make it right.
We Do Not Clean
To keep our team and your home safe, there are a few things we can’t take on. If any of these are shared with us or found when we arrive, we’ll need to cancel your service.
Biohazardous Materials
These need a certified remediation company: blood, vomit, or other bodily fluids; human waste or animal waste beyond normal pet accidents; severe mold; sewage backups; needles or drug paraphernalia; hazardous waste or chemicals; and broken glass. We’re happy to point you to a certified biohazard remediation company.
Hoarder Homes
We can’t clean homes that need major decluttering or junk removal before cleaning is possible, including walkways or rooms blocked by belongings.
Active Infestations
We can’t service homes with roaches, bed bugs, rodents, or other active pests. Please have a pest control company treat your home first—we’d love to come in afterward!
Outside & Hard-to-Reach Areas
We don’t clean exterior windows or doors, garages, backyards, patios, outdoor spaces, tall windows, high ceilings, anything we can’t reach from a 3-step stool, or the tops of kitchen cabinets.
Scheduling & Payment
How do I reschedule or cancel?
Life happens! Just text us anytime at (623) 624-9531. Please let us know at least 72 hours (3 days) before your appointment to avoid a $50 fee.
How do I tip my cleaner?
Tips are never expected, but always appreciated, and they go 100% to your cleaner. Just text us at (623) 624-9531 or email hello@homeresetaz.com with “Please add $__ for my cleaner,” and we’ll add it to your card on file.
Do you offer referral rewards?
Yes! Refer a friend and you both get $50 off.