FAQ

CNP is a bonded and insured professional cleaning service. We understand that inviting someone into your home is very personal. We do not take this responsibility lightly. For this reason, we are very selective in our hiring process. Our model cleaner is typically an experienced maid, working mom, middle ages and is looking for a comfortable work environment with a stable and balanced work week. At CNP we value being positive, honest, helpful, and committed and seek employees that share those values. At CNP we hire for attitude and train for skill. Apart from our initial screening we perform a background check on all our applicants and hands on training and evaluate of each new employee for a 90-day period.

We calculate your rate based on several factors. Size of your home, frequency of service, your specific requirements, and the present condition of the property. We gather this information and using our +20 years of cleaning experience we calculate a rate that we feel covers the necessary labor to achieve your expectations. Our rates are competitive and designed to not sacrifice our and your standard of quality.

We do offer a reoccurring weekly, every 2 weeks and every 4 weeks cleanings with the option of your team arriving at a specific time. We do however ask customer to allow a 1-hour window for arrival. We are committed to arrive on time and if we run into any issues, we will notify you of any delays and changes that may occur. You have the option of opting into our text notification service in which we can text you when we arrive and depart from your home. For further information please contact our offices.

We believe communication is a vital part of having a long-lasting relationship with our customers. If you should need to speak with a manager, please call 214-365-3035 at any time. You may also email any requests or questions to scheduling@cleannpristine.com . If you need to leave any instructions for your team you may also leave a note at your home, once the team arrives, they will submit that information to management. Please note we cannot guarantee the team will have the adequate time to complete the additional services you have requested. Our offices would contact you to confirm whether we can complete the task or require a return visit. As your life changes so will your cleaning needs. We will continually update your account as your needs change.

No, but you are welcomed to be present during our cleanings. As a CNP customer you will be assigned the same team for each cleaning. Most of our clients work or run errands during the day while the team is cleaning. Regardless of if your home or not your team will be familiar with your home and will always be focused on the job at hand. If you are not going to be home, however, we ask that you provide an emergency contact phone number where you can be reached in case of an emergency.

If a client will not be home for the cleaning, we ask that you provide us with an alternative method of entry: key to their home which we can keep at our office, hide a key on the premises, provide us with a garage code, or leave a door open. Please provide us with your alarm code and instructions if you choose to keep it activated when we arrive.

Yes. You will receive an email or text reminder for your up-and-coming cleaning date. If you need to change your scheduled cleaning day or cancel, you just reply to your reminder email or email us at scheduling@cleannpristine.com and in no less than 1 business day before your service date. This will give us the ability to reassign your team to another customer. Any cancellations in less than 1 business day of a prearranged service date are subject to a $60 cancellation fee.

Our offices are closed on Saturdays and Sundays. However, in case of emergencies we do offer a Saturday cleaning to customer if we have the available staff. Please note that your regular team may not be available on a Saturday. You may contact us by calling us at 214-365-3035 or emailing us at scheduling@cleannpristine.com . Once you have made your inquiry, we will notify you if we can accommodate your request. We are also closed for the holidays on New Year’s Day, Memorial Day, Independence Day, Halloween, Thanksgiving, day after Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve.

We accept check and all major credit cards. To schedule a cleaning, we require a credit/debit card on file. Upon your team arriving If a check is not on property, we will then process your card on file within 48 hours of your date of service. You may also go to our website and pay your bill using our pay portal on our website for your convenience.

For further questions or to discuss an alternative payment method please contact our office at 214-365-3035 or email us at scheduling@cleannpristine.com

Your rate is based on the present state of your home on the day of your estimate, as well as the current cost of goods required to provide you service. (Cost of gas, supplies, etc.). If you add additional services, or you introduce a factor at your home which requires us to allow more time to complete your home based on your needs or the costs of goods to provide you this service has increase we would always inform you in advance before adjusting your rate. 

If you would like to add additional services to your scheduled cleaning day, please contact us in advance so that we may schedule the extra time needed for your home. If we receive your request on too little notice, we may not be able to accommodate your needs on your service date. In this case we would schedule an alternative option to complete your request.

If there is ever a problem or a concern, we ask that you never hesitate to contact us. We ask that you share this information openly, so that we may work with our staff to correct it. We guarantee our work but committing to returning to correct what was wrong within 24hrs. This would be at no cost and we would send you picture evidence of the completion for your review. We only ask that you inform us of any issues with 24hrs of service and provide us with a visual of the areas you want us to correct. This and all information will be used in the aim of correct the areas and the continual training of our staff. We do not guarantee perfection, but we guarantee we care enough to hear you and do what is necessary to make it right.

In the event you find an object in your home damaged after our service was rendered, please notify us within 24 hours of your service and we will respond within 24 hours. It is a sad truth that accidents can be prevented but not eliminated. What is sadder is that some individuals will evade or conceal damaged items from their customers. At CNP, we are fully insured for your protection, but more importantly, we go to additional measures to avoid these occurrences. First is our training. Our staff goes through continual training in how to avoid accidents and spot areas where there is a more likeliness for an accident to occur.

We also have a no liability policy with our staff. This is a promise made by management to our cleaners that if an item is damaged, we will hold no employee liable if they report the incident and participate in our ongoing training. This releases our cleaners from the anxiety and fear brought about from the belief that they will have to pay for the damaged item or by losing their job. What we want customers to know is that we try to avoid accidents but cannot guarantee they will not happen. What we can guarantee is that we are upfront and take responsibility for any damage causes by our Staff.

Yes! Most of our customers have pets, and our staff is accustomed to having pets present during the cleaning. Upon your initial estimate, we will assess if your pet is friendly. A simple meet and greet is all that is necessary. If we feel that the pet may be a threat, we will advise for your pet to be kenneled during our visit.

No, we do not wash or dry laundry. We do however fold one basket of laundry per visit. If your interested in this service, let us know. You can leave a basket out with the laundry inside that you need us to fold. We would then fold and place the laundry back inside your basket.

We ask only that you set up your home in a way that will help us provide you our best work. Floors are required to be free of clutter. Countertops, bathroom vanities and tops of furniture to be free of clutter. Kitchens to be free of dirty dishes.

If your home is not decluttered, we will either exclude the rooms entirely if the clutter in those rooms is enough that it impedes us from doing our work. If not, we then would switch how we sanitize and dust from our preferred method of using a microfiber cloth and hand wiping the surfaces to using a feather duster and wiping only the open area.

Yes, your rate would change based on the frequency of service. Our rates are adjust based on how many visits you receive in the working month. Ex. If you were receiving a monthly clean and decided to add another cleaning within the working month your rate for that additional clean would be reduced. On the other hand, if you had a every 2-week cleaning routine and skipped a cleaning then your rate would increase for your next scheduled cleaning. To find out how you rate would change contact our offices and we will email you customized rates.