FAQ
FAQ: The Basics
We believe our clients should have all the information they need to make an informed decision. Here’s a breakdown to help guide your choice:
ONE-TIME VISITS:
When to choose a Deep Clean or General Clean?
This decision depends on two factors: house condition and budget:
- House Condition:
- Homes with heavy buildup on all surfaces, requiring hand washing in most areas, or a lot of scrubbing in the bathrooms will need a Deep Clean. This type of cleaning is perfect for spring cleaning, move-in/out cleaning, or when you’re aiming to get your deposit back or impress potential buyers.
- Budget:
- If you’re working within a budget, we recommend the General Clean, which is about half the price of a Deep Clean. This focuses on the essential areas, providing a professional cleaning at a more affordable rate.
RECURRING VISITS:
When to choose Recurring Service?
This decision is based on two factors: your available time and cleaning frequency:
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Do you have the time?
- If you’d rather spend your time working or with family rather than cleaning, recurring services make sense. Many families in Charlotte hire cleaning services because they simply don’t have the time to clean themselves.
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Budget:
- If your budget allows, most people choose our biweekly service (every other week). This is the ideal frequency for most households: it’s not as frequent as weekly cleaning, but it’s not as distant as monthly cleaning either.
Fill out the get a quote form or Call Maid Awesomely 980-451-8956
You’ll receive a notification confirming the appointment and arrival time.
Definitely! Our cleaning teams are experienced in handling dogs, cats, and other common pets.
Please make sure your pets are secured appropriately (in a travel crate or kennel). While your cleaning team will be kind to your pets, Maid Awesomely cannot be held responsible in the unlikely event that they manage to escape.
Pricing for your home cleaning is determined by 4 considerations:
- The configuration of your home (size, bedrooms/baths, etc.)
- Type of service
- How often you need service.
- And sometime you home’s location in relation to our service area.
We’re here to make life easier for you, so you don’t need to be present during your eco-friendly house cleaning. Of course, you’re welcome to stay if you prefer!
If you don’t plan to be home, simply let us know how we should access your home on the booking form.
Access options:
- Be home to open the door for us.
- Leave a key hidden in a safe place or use a lockbox.
- Leave the backdoor open.
- Provide us with a code for your garage (if you have one).
Yes, you can tip in person with cash or simply email us at support@maidawesomely.com with the amount you’d like to tip after your cleaning appointment. The average tip is typically 15%-20%.
Absolutely! If you’re not satisfied, we will take the time to evaluate the situation and, if necessary, reclean within 24 hours. More importantly, we’ll make sure to clarify your expectations upfront to ensure we meet them the first time around.
Yes, we are insured. If you require proof of insurance, simply email us at support@maidawesomely.com we’ll gladly respond with proper documentation.
A team of 1 Cleaning Tech is standard for all of our services. Having one person assigned typically allows us to focus more on quality and attention to detail.
For larger jobs or when speed is a priority, we may assign 2 or 3 Cleaning Techs. This is based on availability and the scope of work.
Advantages of having 1 Cleaning Tech per home:
- You get the same Cleaning Tech assigned each time.
- Builds a strong client-cleaning tech relationship.
- Familiarity with your pets and home.
- Higher quality service with fewer missed areas or need for redoing tasks, as the tech isn’t rushed to complete multiple homes in a day like in larger teams.
- One Cleaning Tech typically takes more pride in maintaining your home than several cleaning technicians would.
Please take a look at our service areas and our contact page for a map detailing our area of service if you have additional questions please send reach out via the contact form for more information.
Cleaning Hours: Mon-Fri 8:30am-5:30pm.
Phone/Chat Support Hours: Mon-Fri 8:30am-5:30pm
FAQ: Cancellations
To ensure we can continue providing exceptional service and retain top-tier cleaning technicians, it’s important for our employees to have consistent schedules. Last-minute cancellations and lockouts disrupt this balance. After careful consideration, we’ve updated our policy to ensure that canceled appointments don’t go unfilled.
- Cancellations with less than 24 hours’ notice, same-day cancellations, or lockouts: 100% of the full-service rate will be charged.
- Cancellations made 24-48 hours before the appointment start time: A fee of $50.00 per employee assigned to the service will be charged.
- Cancellations made more than 48 hours (3 days) in advance: No charge will apply.
FAQ: Pricing
From time to time, we offer promotional discounts through our social media channels. Be sure to follow us on Facebook and Instagram to stay updated. We also have a Secret Shopper Program that can help you save money.
How does the Secret Shopper Program work?
In this program, clients allow us to test new hires in their homes as they finish training. In return, you receive a significant discount, ranging from 25% to 30% off our regular pricing.
What determines the discount amount (25% or 30%)?
The discount is mainly based on location—if you’re close to another job we’re already doing, you qualify for a higher discount. The condition of your home and how often you need service (weekly or biweekly) are also factors that will influence the discount. We will email you with the final rate.
Program Rules:
- Clients must subscribe to weekly or biweekly service.
- We may need to reschedule, cancel, or adjust the time of your appointment if a new hire needs additional training or if we need to accommodate changes. Flexibility is essential, and you must be okay with allowing us to adjust your appointments and use your home for training purposes.
- You will need to provide feedback on the service as requested but are asked not to post it publicly (e.g., Yelp, Google, or Facebook).
- The discounted rate applies for a period of 3-6 months and up to 25 homes. After that, you can choose to cancel or continue at the regular rate.
- We may also contact you to offer discounted cleanings when there are cancellations and we need to fill the schedule for new employees.
- Please note that the employee should not know that you are participating in the Secret Shopper Program or that you are receiving a discount.
If you’re interested in participating, please email us at
If you skip a cleaning appointment during your regular subscription and it causes your schedule to move from Weekly to Biweekly (or from Biweekly to Monthly, etc.), the pricing will be adjusted accordingly for the next visit. This ensures we allocate the correct amount of time needed to complete the cleaning. While we didn’t previously account for the extra work, we understand that things come up, and we’ll offer a courtesy pass once a year—yay!
For example, if a client pays $97+tax for a biweekly cleaning for their condo and skips a week because they’re out of town, the next visit will be charged at the monthly rate of $107+tax. After that, the pricing will return to the regular amount for the following visits. If you have any questions about the price difference, feel free to reach out to us via email or chat.
In most cases, the pricing on our website works for about 95% of homes. However, if you have any special requests or unique needs that may affect the cost, click here to Get a Quote or give us a call at 980-451-8956 to discuss your specific requirements.
Our recurring or subscription services are charged at a flat rate, which is based on the square footage we’re cleaning, rather than the time spent at your home.
Tip: If you have a large home but only use certain areas, consider hiring us to clean just the downstairs or the most frequently used areas. This can help you save money!
FAQ: Our Services
- Organizing and putting away multiple loads of dishes.
- Handling biohazards, such as mold, blood, or bodily fluids.
- Cleaning animal waste.
- Dealing with insect or rodent infestations.
- Hoarding situations or large volumes of trash and debris.
- Heavy scrubbing of walls and doors.
- Cleaning the interior of display cabinets or china cabinets containing delicate items.
- Moving or lifting items over 25 lbs. While we cannot move furniture, we will clean accessible areas by hand or using an extension duster.
- High or hard-to-reach areas, such as windows, chandeliers, or ceiling light fixtures. We do not climb higher than a 2-step ladder; these areas will only be dusted using an extension duster.
- Excessive buildup on blinds or cleaning brittle blinds. We cannot guarantee results for mini-blind cleaning.
- Please note: Some dust may resettle after we leave. While we strive to minimize airborne dust, we cannot eliminate it entirely.
We do not clean inside the dishwasher, however, outside of all appliances are cleaned.
Window Cleaning Services: Our Recommendations
Note: While our primary expertise is home cleaning, we do offer window cleaning as part of our services. However, here’s what you need to know:
- We clean inside windows only; outside windows are not included.
- We clean windows at a normal height (5-6 feet inside or outside, no higher than 9 feet).
- For windows higher than 7 feet, please provide a stool or ladder. You know your home best and can help ensure we have the proper tools to reach those areas.
What Do We Use to Clean Windows?
We use:
- Squeegees
- Sponges
- Microfiber rags
How Much Do We Charge for Window Cleaning?
For pricing information, please contact our sales and customer service team directly.
When Are We Not the Best Fit for Your Window Job?
If your window cleaning needs fall into any of the following categories, we recommend reaching out to a professional window cleaning service. They specialize in window cleaning and they are a great option for the following situations:
- Your windows are 10 feet or higher.
- You live in a condo and need to clean outside windows that are difficult to reach.
- Access to the windows is challenging or unsafe for a regular cleaner.
- A large ladder or special tools are needed to reach higher windows.
We will use our extension poles, which extend up to 8 feet, plus the height of the cleaning technician, typically reaching 13-15 feet. If needed, we can use a 2-step ladder in combination with our extension poles to reach slightly higher areas. For liability reasons, our cleaning technicians are unable to go higher than a 2-step ladder.
Please visit our Checklist page to view what is included in each service.
You will always have the same cleaner(s), guaranteed. Enjoy pre-scheduled appointments and priority support through phone and chat.
And of course, you’ll have a consistently clean home and a happy wife!
What is a recurring service?
Our recurring services include weekly, biweekly, or monthly visits.
Add-ons are extra areas that can be cleaned upon the client’s request but are not included unless selected during booking. These include:
- Complete fridge/freezer cleaning (this includes removing food and thoroughly cleaning the inside)
- Kitchen oven cleaning (inside)
- Inside windows
- Inside and outside doors
- Closets, cabinets, and drawers (inside)
Add-ons can be scheduled by selecting the appropriate checkboxes during the booking process.
We dust all surfaces and items, except for collectibles, fine china, or any other items inside cabinets. For liability reasons, we do not access the interiors of cabinets.
Yes, we can! We offer truly personalized, eco-friendly house cleaning services. Just add a comment about the extra cleaning service during the booking process. Typically, these services are billed at our standard hourly rate per person.
Please report broken any items by completing this form within 48 hours to so we can take care of it.
Maid Awesomely will only clean blinds that are brand new or in good condition to prevent any damage. Unfortunately, old and brittle blinds cannot be cleaned. When booking your cleaning, you’ll have the option to let us know what type of blinds you have.
Yes, for safety reasons, we do not clean homes with more than 6 pets (dogs or cats). We also cannot clean homes that have snakes, reptiles, or wild/dangerous animals. Fish in an enclosed tank do not count towards the pet limit. Thanks for your understanding!
There are a few situations where our normal rates may change:
Post Construction/Remodeling Jobs:
- Hourly rate: $42/hr + sales tax per hour per maid.
- Please note, the estimated times listed on our Pricing page do not apply. Post-construction and remodeling jobs typically take twice as long, so both the total time and price will be doubled.
Bad Condition Jobs (when selected by the client during the booking process):
- Homes that have not been cleaned in over a year will be charged at $42/hr + sales tax per hour per maid, compared to the standard rate of $39/hr.
Very Messy Areas (where we need to clear or pick up items to clean):
- For areas that require significant cleanup before we can begin the actual cleaning, the hourly rate is $42/hr + sales tax per hour per maid, compared to the standard $39/hr.
FAQ: Fees
No worries, we understand that things happen! However, please keep in mind that this could result in the team needing to make extra trips and wait during a 2-3 hour window. In this case, a $50.00 fee will be applied to cover the additional time and travel.
If a cleaning appointment is canceled less than 48 hours before the scheduled time, a $30.00 cancellation fee will apply.
We set aside this time just for you, so the fee helps compensate our cleaners, who would have been assisting another client.
If the cleaner arrives and is unable to access your home, a $50.00 lockout fee will be applied. For a second lockout, the fee increases to $100.00. If there is a third lockout, the minimum service charge will be applied.
A $30.00 fee will be assessed for credit/card declined payments, cancelled or returned ach payments.
A $30.00 fee will be charged for any outstanding balances sent to our collections department after 30 days from the service date. Please note that any discounts or coupons will no longer be applicable. Payment is due on the day of service, and any payments made after that will be considered late.
FAQ: Reviews/References
Yes you can find our reviews on our Google Business Page here.
Happily! Please send us a quick email and we’ll respond with names and phone numbers.
FAQ: Billing
We take credit/debit cards (Visa, Mastercard, Discover and Amex) and electronic check (ACH).
Please visit our secure page to update it: https://www.maidawesomely.com/update-card
We will then update your account and will be using that new form of payment to charge the for our service.
Payments are processed when your home cleaning service is completed. You’ll most likely see the charge within 24 hours after a deep cleaning. For subscribed services (weekly, biweekly, or monthly), payment will be processed the day of the service.
Send us a email at support@maidawesomely.com and we will get back to you with this information.
FAQ: Products, Supplies and tools we use
We utilize a range of nontoxic, eco-friendly cleaning products, such as Biokleen Multi-purpose (for bathrooms and floors), Bonami (for scrubbing), Bona (for hardwood floors), along with a mix of essential oils and a water/vinegar solution (for windows).
Our cleaning technicians will arrive at your home equipped with all the eco-friendly cleaning products, tools, and a vacuum.
Customers are responsible for providing the following:
Preferred brand/size of trash bags
Paper towels
Furniture polish (if desired)
Bleach* (if needed)
If you prefer, you may provide your own products, mop, vacuum, and other supplies. However, we generally work more efficiently with our own supplies, as we are familiar with them.
*We prefer not to use bleach due to its potential respiratory and other health risks. If you’d like bleach used in a specific area, please provide instructions to the cleaning technician or note it on the booking form.
We use vacuums with HEPA filters, including models like Dyson and Shark.
If you prefer to use your own vacuum, that’s perfectly fine; we can accommodate that as well.
*HEPA stands for High-Efficiency Particulate Air. A HEPA filter is a mechanical air filter that works by forcing air through a fine mesh, trapping harmful particles such as pollen, pet dander, dust mites, and tobacco smoke. HEPA-equipped vacuums release less dirt and fewer microscopic dust mites back into the room, which can help improve allergy symptoms compared to regular vacuums.
FAQ: Scheduling
All schedule changes should be made directly through the company, as the cleaning team does not have full access to Maid Awesomely’ scheduling system. To request a schedule change, please text or call 980-451-8956.
We reserve the right to arrive within a 1-2 hour window of the scheduled time provided in your confirmation. For instance, if your cleaning is scheduled between 11am and 12pm, the cleaning team will arrive between 11am and 1pm. This window helps us optimize routes based on home locations and account for any delays on the road.
Send an email 48 hrs before you service to support@maidawesomely.com mentioning you want to cancel your subscription to avoid a late cancellation fee.
FAQ: Your Home
We offer several options for accessing your home, and it’s entirely up to your preference. Here are the choices:
Leave an authorization for key release with your leasing office or concierge.
Open the door for us if you’re available at each cleaning appointment.
Use a lockbox (wall-mounted or door-hanging).
Provide us with a code for your garage (if you don’t have one, you can check this option for less than $30).
Go high-tech by installing a Smart Lock, which you can control via your mobile device. Some good brands include August, Kwikset, Yale, and CandyHouse.
Or simply hide the key somewhere safe. Here are a few ideas.
What happens once we leave?
We’ll lock the door and leave your key in the same location where we found it (if applicable). If you live in an apartment or condo, please ensure we’ve been authorized with your concierge or leasing office (note that some require written authorization or email, and are only open from 9am-5pm, so plan accordingly for us to pick up and return the key/card/fob).
During the booking process, you can let us know how we should access your home.
Please note, we do not keep keys on file.
Below are couple two sites that have useful explanations:
To ensure we can perform our job effectively, your home should be clear of clutter when we arrive. This includes removing clothes, toys, and other items from the floors and surfaces. If you’re unable to tidy up beforehand, please let us know so we can allocate extra time (which may incur additional costs) to handle the cleanup before starting the actual cleaning.
Please ensure that used syringes are disposed of safely. Place used syringes in a secure container prior to final disposal. An unexpected stab by an unsecured needle can pose serious health concerns to our staff. Please also be sure that any confidential documents or illegal substances are put away or removed before the cleaning team arrives.
