FAQs

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How should I prepare for a cleaning?

Provide accurate instructions for gaining entry to the home;
Ensure your belongings are displayed where you would like them to be after the cleaning
If you would like your cleaner to treat carpeted areas, please provide a vacuum
Would you like to use your own supplies or special products? Leave them out in clear view for a cleaner and accompanied by directions on their use;
The more detailed you are in the special notes, the better a cleaner will be prepared to complete your requests.

Can I leave the cleaner alone?

Yes, you can safely leave your cleaner alone. About half of the customers aren't home at the appointment time. Whether or not you're at home make sure you provide accurate instructions for gaining entry. If you left keys for a cleaner, he/she will leave the keys right where they found them.

Can I skip or reschedule my service?

If you anticipate needing to change an appointment time, ideally, we would like a minimum of 24 hours in advance. You can reschedule your booking to another, more convenient time or if you wish, cancel it altogether in the App or by reaching out to us via chat.

Please note:

We assess a $30 cancellation fee to appointments canceled or rescheduled between 24 - 2 hours on the appointment day;
We assess a 50% of the price to appointments canceled 2 hours before the appointment time;
In the event when your cleaner can't get in the door by following your entry instructions, or if you aren't home when you said you would be, you'll be charged the full cost of the booking.

In the App:

Select the "Your orders" section of the menu in your Done
Tap your upcoming order and scroll to the bottom
Tap Reschedule and set up a different time.

What equipment do cleaners not bring?

Please note that cleaners do not come with vacuums or any special inventory used in commercial cleaning, such as steam vacuum cleaners for upholstered furniture and carpets, ladders, or special tools to deal with hoarding conditions. If you would like a vacuum service a vacuum must be provided.

How long should a house cleaning take?

The cleaning time of your apartment is mostly dependent on the cleaning type that you choose, condition, size, and decorations. The provider will clean your apartment following the checklist and you don't need to worry about how long it may take.

You only pay for rooms, not for hours.

What is your cancellation policy?

We assess a $30 fee if you cancel or reschedule between 24 - 2 hours on the appointment day;
We assess a 50% fee of the total price if you cancel 2 hours before the scheduled time;
If your cleaner can't get in by following your entry instructions, or if you aren't home when you said you would be, you'll be charged the total price of the booking.

Do I have to leave a tip?

Service Providers may request tips at their discretion. They do their best to create an ideal cleaning experience. While Done does not require customers to offer providers a tip, you're welcome to do so in cash, at the checkout, or via the app.

Please note that the cleaning price does not include any gratuity.

How can I subscribe for recurrent cleanings?

Start booking a cleaning: enter the date and time, apartment details, and at the checkout choose the subscription option (weekly, every 2 weeks, or every 4 weeks). After that, you will see the price with a discount. The subscription is automatically renewed, and each cleaning is charged separately. Recurrent cleanings can be rescheduled or canceled in accordance with cancellation policy if necessary.

What if my service provider is late?

Most of the time, the service provider will arrive at the scheduled time.

In case of a delay, your provider will reach out to you via phone call and let you know that they are getting late.

Please allow up to 30 minutes delay. If you didn't get a call from the provider and it's passed 30 minutes, please reach out to the customer support via the Suppor Chat in the app or on the website.

How can I request the same provider?

Rate your service with 4 or 5 stars and we will automatically create a "suggested relationship" with your provider. Next time you schedule a service with us your cleaner would get notified first. If your provider is busy, we will search for another professional.

Your place, neatly cleaned for only $88. Free cancellation. No commitment

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Your place, neatly cleaned for only $88. Free cancellation. No commitment

Things that cleanersdon't do:

Compare all types

Get answers

Things that cleaners
don't do: