Question 1

What areas do you service?

Accepted Answer

Ana's Cleaning Services cleans homes throughout Durham, Raleigh, Chapel Hill, Hillsborough, Morrisville, Cary, Apex, Wake Forest, Creedmoor, and all of their surrounding counties in North Carolina. Beginning in 2022, we have also expanded into Mebane, with limited availability.

Question 2

Is Ana's Cleaning Services insured?

Accepted Answer

Yes! We appreciate you trusting us in your home and understand that we must take great care in protecting all of your belongings. In the unlikely event that something does break while the crew is at your home, please reach out to us within 48 hours by email (info@anascleaning.com).

Question 3

Is Ana's Cleaning pet friendly?

Accepted Answer

Yes! We love all sorts of animals, although sometimes they don't quite love us. If you feel that your pet won't tolerate having a crew inside of their home, please make temporary arrangements prior to our arrival.

Question 4

Are you open on the weekends?

Accepted Answer

No. We are only open Monday through Friday, from 8am to 4pm.

Question 5

Can I text you?

Accepted Answer

You can reach us by text at 919-641-8360 - it's a quick and convenient way to communicate with us for general questions. Text or email both work, so pick whichever feels easiest.

You may also receive automated text messages from us for:
• Invoice Is Ready: We may also send a link via text message when your invoice has generated.
• Appointment Reminders: Confirm your upcoming scheduled service.
• Arrival Updates: Get notified about your team's expected arrival time, when they're on their way, and when they've finished cleaning.

We're here to make staying in touch as seamless as possible!

Question 6

I have another question that isn't here... how can I contact you?

Accepted Answer

The best way to reach us for general inquiries is via email at info@anascleaning.com. You can also give us a call or text us at 919-641-8360.

Question 7

Do I need to be present during the cleaning?

Accepted Answer

Whether or not you're home during the cleaning is entirely up to you! As long as we have access to your home (like a door code or a key) and a way to lock up once we're done, there's no need for you to be present.

Of course, if you prefer to stay home while we clean, you're more than welcome to do so! Whatever works best for you, works for us!

Question 8

Can I give specific instructions to the cleaners?

Accepted Answer

Absolutely! You can leave specific instructions for the cleaners by placing a note somewhere they can easily find it. Alternatively, you can call or text us at 919-641-8360 or email us at info@anascleaning.com, and we'll be happy to pass along any additional instructions to the team before they arrive. We're here to make sure everything is done just the way you like it!

Question 9

Do you provide all the equipment/cleaning products?

Accepted Answer

Yes, we bring all the tools and supplies needed to clean your home. However, if you'd like us to use your own supplies, that's perfectly fine! Just leave them out for the team with a note explaining how and where to use them.

Please keep in mind that we cannot guarantee our work if we're required to use your equipment or cleaning products.

Question 10

Can you come out to clean at a specific time?

Accepted Answer

We're unable to guarantee an exact arrival time, such as 12 PM. Instead, we provide estimated timeframes for when our cleaning crew may arrive:

• 8:00 AM - 12:00 PM
• 12:00 PM - 4:00 PM

Please note, these are estimates and not exact times. Factors beyond our control (e.g., traffic, delays at prior stops) may result in the crew arriving slightly earlier or later than anticipated.

On the day of your service, we'll send you a text message with a more specific arrival window, and you'll also receive a tracking link to keep up with the crew's progress in real-time and see when they're on the way.

If we anticipate any significant delays, we'll notify you as soon as possible. Thank you for your understanding!

Question 11

The cleaning crew showed up 30 minutes late. What gives?

Accepted Answer

We completely understand how valuable your time is and always strive to arrive within the estimated timeframe we provide. However, there are times when a home takes longer to clean than expected, which can occasionally cause delays in our schedule.

We know how frustrating it can be to adjust your day around an expected arrival, only for the crew to arrive later than anticipated. Please know that we do our best to notify you in advance if we expect a delay in reaching your home.

As a reminder, if you're unable to be home during your cleaning, that's no problem at all! As long as we have access to your home (like a door code or a key under the mat), we can let ourselves in and lock up once we're finished. This way, you can carry on with your day without waiting on us.

Question 12

What if I only need just my kitchen or bathrooms cleaned?

Accepted Answer

It sounds like our Micro-Clean service might be just what you're looking for! This low-cost, high-impact option focuses exclusively on your kitchen and bathrooms, giving them the detailed attention they deserve.

Question 13

Do you offer wet vac/carpet cleaning services?

Accepted Answer

Unfortunately, we don't offer wet vacuuming or specialized carpet cleaning services at this time. We do, however, provide general carpet vacuuming using our commercial-grade vacuum cleaner as part of our regular cleaning services.

Question 14

Do you offer any satisfaction guarantees?

Accepted Answer

At Ana's Cleaning Services, your satisfaction is our top priority and is 100% guaranteed!

If you're not completely satisfied with your cleaning, simply let us know within 24 hours, and we'll come back to address any missed or improperly cleaned areas. We're committed to making things right and ensuring you're happy with our service!

Question 15

Is there a limit to the satisfaction guarantee?

Accepted Answer

At Ana's Cleaning Services, we're committed to ensuring your satisfaction and will gladly return to re-clean any missed areas as many times as it takes to get it right—within reason.

However, we do reserve the right to adjust the budget or time allocated for future cleanings if re-cleans are requested excessively. Additionally, we reserve the right to void future re-clean requests at our discretion if they become unreasonable or excessive.

Our goal is always to provide high-quality service and address your concerns promptly, while maintaining fairness for both our clients and our team.

Question 16

What is not eligible for a re-clean?

Accepted Answer

Re-cleans are not eligible under the following circumstances:

• Services completed more than 24 hours ago
• Items not included on our standard checklist
• Cleanings where we used the client's own supplies or equipment
• Free cleanings
• Re-cleans of previously re-cleaned areas
• Homes in non-standard conditions, such as those with biohazards, excessive clutter, or unsafe environments
• Post-construction or renovation cleanings
• Homes with maintenance or projects ongoing during the cleaning
• Move-in/out cleanings that coincided with movers entering or exiting the home

We strive to ensure every cleaning meets your expectations, and being clear about these exclusions helps maintain fairness and quality for all our clients.

Question 17

What is your policy if something gets accidentally damaged?

Accepted Answer

Accidents, while rare, can happen. If something gets damaged during your cleaning, our crew will notify us right away so we can reach out to you as soon as possible to discuss the issue and find a fair resolution.

If you discover any damage after we've finished, please notify us within 48 hours of your cleaning. Unfortunately, we're unable to assist with damages reported beyond this timeframe.

For more details on how we handle damage claims, please review our Terms of Service at www.anascleaning.com/terms-of-service. Be sure to check Section 2, Paragraph F for specifics on what to expect after a damage report.

We appreciate your understanding and cooperation in helping us address these rare situations quickly and fairly!

Question 18

What is the best way to pay you?

Accepted Answer

The easiest way to pay is through our secure payment portal at www.anascleaning.com/pay-online. Simply enter the amount you owe and pay with your credit or debit card.

If you prefer, we can send an invoice directly to your email, giving you the option to pay via ApplePay or credit/debit card.

For added convenience, after your initial cleaning, you'll also have the option to pay with cash, check, or ACH bank transfer if that's your preference.

We're happy to accommodate whatever payment method works best for you!

Question 19

Can I leave a tip for the crews?

Accepted Answer

Absolutely! You're welcome to leave a tip in whichever way works best for you:

• Cash: You can hand it directly to the cleaning crew.
• Invoice: Add the tip when you pay the invoice we send after your service.
• Online: Use our secure payment portal at www.anascleaning.com/pay-online to include a specific tip amount for the team.

Your generosity is always appreciated by our hardworking cleaning professionals!

Question 20

Does 100% of the tips go to the cleaners?

Accepted Answer

Ana's Cleaning Services keeps 0% of any tips made to our cleaners. Tips are tracked by team and distributed through payroll so every dollar reaches the corresponding cleaning team.

Question 21

What is your cancellation policy?

Accepted Answer

We understand that life can be unpredictable. You can cancel any time and your payment is fully refundable. The only cancellation penalty is a $25 fee for same-day cancellations. Need to reschedule? It is free with at least 24 hours of notice; with less notice, we may need to move you to our flexible 8 AM-4 PM window.

Question 22

Why don't I see sales tax on my invoice?

Accepted Answer

North Carolina residential cleaning services are sales-tax exempt, so residential invoices do not include a sales tax line. Commercial accounts are handled through our separate commercial workflow where applicable taxes may apply.

Question 23

Can I pay by bank transfer?

Accepted Answer

ACH bank transfers are available for returning customers after the first cleaning. New clients use credit card, debit card, Apple Pay, Google Pay, or gift card for the initial visit.

Question 24

I have a recurring service but need to cancel until the next month... what would happen to my recurring price?

Accepted Answer

We offer special discounted rates for clients who schedule services on a regular rotation: weekly, every two weeks, every three weeks, monthly, or every six weeks. Recurring discounts start with the second cleaning after the initial visit.

Here's how it works:

• Weekly clients receive the largest recurring discount, followed by biweekly service.
• Every 3 weeks, monthly, and every 6 weeks receive the lighter recurring discount.
• Extended gaps may require a rate review or an initial-cleaning return rate if the home needs reset-level work.

Once you resume your regular cleaning schedule, your discounted rate will return as well.

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