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Got a few questions?

We have identified most of the concerns that clients have had and often you will find the answers here. Click HERE to see what is included on the different cleans.

  • COVID-19 Home Specialist Measures
    Our Home Specialist’s take the following precautions & measures to fight against the spread of germs and viruses. Our Home Specialist’s are taking steps to do their part in keeping everyone healthy. This includes: - Washing hands regularly - Disinfecting equipment between each job. - Staying home when they are not feeling well. - Wearing masks are not state mandated, but can be worn upon client request - Practice physical distancing in your home, as appropriate. - Having their temperature checked daily before working If you would like any additional measures taken contact us directly.
  • What is included in a Regular Cleaning?
    Do’s: - Kitchen (clean sink out, counter tops, cabinet faces upper and lower, stove top, microwave, outer surfaces only) - All exterior surfaces in all rooms - Floors are mopped and vacuumed - Bathroom (complete toilet clean, shower, handles, tub, drain) - Bedroom shelving, nightstands, bed frames, tidy up bed) - All window sills Don’ts: - All Extras are not included (must be selected for an additional cost) - For insurance and safety purposes, ceiling fans that are higher that require a reach higher than the provided 2 step ladder and duster reach will not be able to be dusted. - The extra time included in deep cleans allows for more detailed work in the above mentioned Do’s.
  • What is included in the Deep Cleaning?
    Do’s: - Everything included in a regular clean + - Baseboards - Light switches & Door handles - Detailed Dusting - Back Splashes and Faucet Fixtures are polished - Light organization of all rooms (for detailed organization select add on) - Tile and Grout discolorations, spot areas (to the extent of what our equipment and solvents are allowed per our insurance guidelines. Depending on the severity, some grout and tile jobs are best serviced by specialists). - Extra hour included for high detail areas Dont's: All Extras are not included (must be selected for an additional cost)
  • What is included in a Move-In/Move-Out Cleaning?
    When booking a Move Out or Move In clean, you can expect an all inclusive service. This is our most detailed package and includes 4 of the 7 extra services we offer which you can add to any level of service. These extras include: Inside oven, inside fridge, inside cabinets, and inside all windows. This clean is intended to turn the home someone once lived in, into its original state and ready for new homeowners. NOTE: All homes MUST be cleared out and vacant for this clean. If it is not cleared out, it will result in a cancellation and will need to be rescheduled. Please see FAQ on Cancellations and Refunds.
  • Which Service Do You Recomend For First Time Clients?
    A deep clean is recommended for all first time cleaning by DoubleTime. It allows us extra time to get all the areas that have been missed during regular cleanings in the past. After the initial deep clean, most customers switch to a standard clean.
  • Cancellations And Refunds
    If before 24 hours, we can reschedule you to another time without a fee. If you cancel within 24 hours of booked time, it is a non refundable 50% charge. Other reasons for non-refundable cancellations: - Move In/Move Out clean is not fully cleared out. Please reschedule if more time is needed to clear the place out. - No access to home after 30 minutes of scheduled time. - Our cleaner arrives and someone inside the home is sick. For everyone's safety, please call to reschedule if someone is not feeling well in the home. In these cases appointments can be rescheduled at no extra cost if the call is made BEFORE the cleaner's arrival. - Our cleaner is harrassed, intimidated, or feels threatened. There are no refunds. If you are unsatisfied with the work that you requested, you may notify us within 24 hours to schedule a time for a cleaner to show up to clean any areas missed. You may however, decide that you may not want or need particular rooms cleaned and we can deduct it from your service. For some banks it may show up as a "refunded amount" if the amount was already put on hold.
  • What Are Your Hours Of Operation?
    Our hours of operation are: Monday – Friday: 8am-9pm Saturday: 9am-6pm Sunday: 9am-5pm
  • Is There A Rescheduling Fee?
    We do not charge for rescheduling as long as it is done before 24 hours of your original booking. Please see our Cancellation & Refund FAQ for further information.
  • How Do I Update Billing?
    You’ll want to head to your account page, and under settings select billing. In that section it’ll allow you to update billing, address of clean, and your current subscription.
  • What If I Want To Skip This Weeks Clean? Will I Still Be Charged?
    No, unless it’s within the 24 hour window.
  • Do You Clean Any Outside Surfaces Of The Home?
    We do not. Our insurance only covers our cleaners inside your home.
  • What Day Is My Clean?
    Please view your account page, look under “Subscription” to see your next scheduled cleaning. Please remember if that day doesn’t work for you, you can always change it.
  • Will The Same Cleaner Come Every Time?
    Yes, we like our cleaners to get familiarized with our clients and their homes. It helps them perform a better and faster job as they get more familiarized. Please understand that cleaners have personal lives, and can get sick, or request leave. If that occurs we’ll ask to either reschedule, or we will send a different cleaner.
  • Do I Have To Be Home When The Cleaners Arrive Or Depart?
    You do not! However if it’s your first time signing up for a DoubleTime cleaning, initial introductions always help develop the personable relationship with your home specialist.
  • Can I Trust Your Cleaners? Are They Background Checked?
    You sure can! Our cleaners are being federally and state wide background checked. We vet the best, and get rid of the rest. Additionally, we ask every client for feedback on their cleans. This helps us with continuous training to become better and more efficient.
  • Is DoubleTime Bonded, And Insured?"
    We are! We’re currently insured for up to $1million in general liability damage with a $2million aggregate through Hiscox. We are bonded with Surety Bonds. Both for the entire state of Texas.
  • Does DoubleTime Use Toxic Cleaners?
    MOST OF THE TIME NO. We stick to using safe, and organic cleaners that have been tested and proven for efficiency, and so as not to be harsh on the environment of your home. In some instances “Harsh” chemicals are strictly used on tough to clean areas. For example, a glass shower door with calcium buildup will require CLR to clean and harder to clean ovens.
  • Can I Leave A Key?
    Yes! It is actually preferred after the initial visit. This way we’re not holding you up if there’s traffic or if parking is a little harder than usual to find.
  • Is Tipping Normal? If So How Much?
    Yes it is very normal and highly encouraged. However there is no suggested percentage, whatever feels good to you. Any amount is appreciated by your Home Specialist. They are not required, but deeply appreciated for the hard work that the our cleaners put in.
  • What If Something Breaks?
    This seldomly occurs but accidents do happen. Please contact our office immediately to work with our insurance to get the object of value replaced.
  • Do You Clean If People Smoke Indoors?
    We do not! This is a strict policy as we’re adamant to provide an awesome experience for the customer, but equally providing the safest working conditions for our cleaners.
  • What If The Cleaner Doesn’t Stay The Entire Time Or Finishes Early?
    Cleaners will always find more to do to clean up your home with the time you’ve paid for. Our times are pre-set on the average time that it takes for that job so that you can fit it into your schedule. If a cleaner does happen to leave without finishing the job, contact our offices immediately. Some clean faster than others and at times you may even have two cleaners to finish the job quicker.
  • What If I’m Not Satisfied With My Cleaning After They Leave?
    We understand that every once in a while a cleaner may miss things. To ensure satisfaction, there are periodic inspections done by a team lead or manager. If you are not happy with the service for any reason please call us immediately for further instructions. A Re-scheduled clean must be made within 1 day of the original appointment. The only exception is if you are home and are able to sign a satisfaction form. Once a satisfaction form is signed, that lets us know that there is no need for us to return and you are satisfied with the job done. There are no refunds, a cleaner must be allowed to return to clean any areas missed or that was not to your liking. If the return is declined, it will be deemed that the job was finished to satisfaction.
  • Am I Charged Upon Booking?
    No. We only need the card number on file to ensure your day and time is reserved and locked in. We DO place a hold on the card the day of the clean for the amount in case anything needs to be changed (such as adding or removing extras, cancellations, etc.), and to make sure funds are available. The card doesn't actually get charged until the job is complete. This may seem inconvenient and unorthodox as a service company. But due to fraudulent billings in the past we’ve changed to this standard to ensure all cleanings are covered before service.
  • Are Your Prices Negotiable?
    No, are rates are calculated by the information you provide on our booking page. We provide some of the lowest rates in the industry.
  • What If My Chosen Service Ins't Completed In Time?
    It is very rare. An additional booking must be made. In most cases this is because the lack of cleanliness required more time to begin with, additional services were added at last minute, or only part of the team was able to make it.
  • What Can I Expect When I Add Organization To My Booking?
    Areas that are often left cluttered will have the added time for proper organization. Some areas that are often left unorganized are bedroom closets, bathroom counters, entryways, kitchen counters, etc. For insurance purposes, we do not organize pantries and drawers and only clean inside on move out/move in cleans when they are supposed to be empty, and non owner/tenant occupied short term rentals. The only exception is when organizing food items, seasonings, etc. Basically unbreakable and unvaluable items. Note: for liability and insurance purposes, our cleaners are not to clean inside areas classified as storage or personal storage such as closets, inside drawers, inside cabinets, inside pantries, inside china cabinets, toyboxes, areas where jewelry are stored, safes, and anywhere where there might be personal belongings.
  • What If My Home Requires More Time Than What It Was Booked For?
    When you book online be sure to select the current level of cleanliness of your home. This ensures the proper amount of time is allocated to cleaning your home during your scheduled booking. Improper booking information will require you to reschedule at full rate.
  • Why Do I Need To Select The Level Of Cleaniness My Home Is In When I Book?
    We’ve simplified the industry standard for booking cleaning services by removing the standard home walk through and any implementation of square footage into our rates. Be selecting 1 of 3 options we can ensure their will be enough time to clean your home.
  • What if I am late to meet the cleaner or open the door?
    Access to the home must be available on the scheduled time. If there is going to be a schedule conflict, please let us know as soon as possible. If our cleaners have to wait, there is a minimum wait time charge by the half hour of $20 per 30 minutes that they had to wait, up to 1 hour. After 1 hour the cancellation fee plus the hour wait time will need to be charged.
  • How Do I Cancel My Account?
    Please head to the “account” page on our website, login into your account. Find “cancel my account” and submit a quick form to successfully cancel your clean.
  • How Do I Determine The Answer To "How Often Do You Clean"?"
    To get the most out of your scheduled cleaning evaluate the current condition of your home with honesty. This will determine if your home is cleaned in one passthrough and avoids any need for rescheduling a second cleaning at full cost.
  • Is Carpet/Upholstery Cleaning Included
    Carpet/Upholstery cleaning is limited to what our vacuums can pick up. We do use high quality/high amperage vacuums and service them weekly to keep them optimized. However, professional carpet cleaning is a whole different profession. Different chemicals react differently to different types of carpet materials and our insurance does not cover damages done to carpet that is outside of our scope of work.
  • Does DoubleTime Cleaning Clean Commercial?
    Yes! But only office cleaning and gyms. We prefer that the client provides the chemicals and equipment for commercial cleaning but it is not required. However, we do not buff floors as that requires training, certification, and is not covered by our insurance. Dusting, wiping, vacuuming, window cleaning, bathroom cleaning, and mopping is included in our commercial cleaning.
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Cancellation Policy

If you cancel within 24 hours, it is a non refundable half charge.  

Exception to this is if someone in the house doesn't feel well and lets us know BEFORE arrival.

Satisfaction Guarantee

If you are not happy with the service for any reason, or if for whatever reason we may have missed any areas, please call us immediately or within 24 hours to have a cleaner return to make it right. 

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