Frequently Asked Questions

Hi, I’m Gina. Whatever’s on your mind – whether it’s a question about pricing or a unique cleaning request – we are here to help. We offer concierge-level service and cater to every need.

So call or text Gina, or send an email: (347) 933-0122 or gina@obsessivecleaning.com.

Billing

What if I just had renovation work done?

We provide a customized post-construction clean for these types of situations. Please contact us at (347) 933-0122 or email gina@obsessivecleaning.com to coordinate this and receive pricing information.

Can I give specific instructions to the cleaners and ask for special requests?

Special requests will only be honored if they are submitted to management. Cleaners are not able to take special requests at the time of the job.

What is the Obsessive Clean Guarantee?

We get it right or we make it right.

If you’re not satisfied with your clean, you can request a free reclean.

How to request a reclean?

Customers can request a reclean either by email booking@obsessivecleaning.com or by phone (347) 933-0122 — as long as the appointment was completed within the past 48 hours. The reclean appointment must be scheduled and completed within 72 hours of contact.

Please let us know where we fell short. Our customer service team will respond promptly.

What is and is not eligible for an Obsessive Clean Guarantee?

Appointments completed within the past 48 hours are eligible for the Obsessive Clean Guarantee.

  • Appointments completed more than 48 hours ago
  • Items not included on 50 Point Checklist
  • Free cleans
  • Recleans
  • Homes not in standard condition (e.g. biohazards, hoarding, etc.)
  • Extra services not booked for original appointment
  • Post-construction/post-renovation cleans
  • Move-out cleans

What is your Cancellation Policy?

We assess a 50% cancellation fee to appointments not cancelled by 3PM EST the day before the appointment, unless that clean is a specialty clean. For specialty cleans (including but not limited to post-construction/post-renovation cleans), a cancellation fee amounting to 50% of the price quoted for that specialty clean will be applied to appointments not cancelled by 3PM EST the day before the appointment.

When are you open?

Monday-Thursday: 8am – 6pm
Friday: 8am – 5pm
Saturday: 9am – 4pm
Sunday: 9am – 4pm

Is tip included?

If you want to leave a tip, we can either add it to your credit card charge (the cleaners receive 100% of the tip) or you can tip them in cash. All tips are greatly appreciated.

What method of payment do you accept?

We accept all major credit cards. Our online payments are processed by Stripe and though a fully secure 256-bit SSL protocol. In addition, we have full extended validation SSL security as well.

How do I change my billing information?

To switch your billing information, simply log into our online portal using your username and password and edit your billing information. The online portal login is at the bottom of your initial booking confirmation email.

What is your cancellation/rescheduling policy?

If you’ve booked a service several days ahead, Obsessive Cleaning allows penalty-free appointment rescheduling or cancellations within a grace period, which varies by your selected service.

For Standard Cleans, Deep Cleans and Move In / Move Out Cleans, you can cancel or reschedule your service without a penalty up until 24 HOURS before your scheduled appointment.

For Post-Construction Cleans, you can cancel or reschedule your service without a penalty up until 72 HOURS before your scheduled appointment.

A 50% CANCELLATION FEE will be assessed to your payment method if you cancel or reschedule your appointment outside of these grace periods.

Why is there a pending charge on my card before the cleaning service date?

A hold will be placed on your account (for authorization) in the amount of your total balance the evening BEFORE your scheduled cleaning date. If your service is cancelled prior to 5 PM the day before your service date, the hold will drop off in 3-5 business days. THE HOLD IS NOT A CHARGE. We only charge you after the cleaning has been rendered and will receive an email invoice shortly thereafter.

Is there anything you don't do?

There are a couple of things we don’t do. We don’t wet wipe lightbulbs as risk of breakage is too high. Our cleaners will not move furniture unless specifically requested, and if requested they will only move it if it isn’t too heavy. Our cleaners will not move appliances. Due to our insurance policy, our cleaners are not allowed to handle any feces in the home (human or animal), black mold or other hazardous waste. Also, if we enter an extremely messy home such as a hoarders home, our cleaners reserve the right to leave. We hope you understand that the health and safety of our cleaners is very important to us!

General

Do I need to provide cleaning supplies?

We use and provide environmentally friendly supplies and nearly all equipment required for cleaning your apartment, with a few exceptions.

We do not provide:

  • Conventional mop and bucket;
  • Step stool;
  • Toilet brush; or
  • Specialty products

We are happy to use these items, if provided by you, and left out in clear view for our cleaning staff and accompanied by directions on their use.

Is Obsessive Cleaning insured and bonded?

Yes, Obsessive Cleaning is insured and bonded. We understand that it is a privilege to be in your home, and we are always careful. In the unlikely event that an object is damaged, please notify us within 48 hours of when the appointment is completed either by email gina@obsessivecleaning.com or by phone (347) 933-0122.

Does someone need to be present?

Whether or not you’re at the space during your cleaning appointment is up to you! When you make a booking, you’ll be prompted to give us entry instructions. If you have a doorman or can hide a key somewhere, there’s no need for you to be home. Or, feel free to stick around during the clean. Whatever you’re most comfortable with is fine.

In any case, please don’t forget about your appointments. We’ll remind you with an email or text message, but if the 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 a lock-out fee.

What if I'm not there to let the cleaning person in?

That’s okay! Just leave us detailed entry instructions when you schedule your appointment online so we know how to gain access to your home. Your home will be locked when the cleaner leaves.

Do I have to be home while you clean?

You do not have to be home as long as your cleaner has proper directions for entering and exiting your home. Please input these instructions when booking your appointment.

Can I book a cleaning over the phone?

Yes, absolutely! Give us a call at (347) 933-0122 and we will set you up with a great home cleaning immediately.

Where do you serve?

We currently service all of Manhattan and limited parts of Brooklyn.

Will the same cleaner or maid show up for all my appointments?

If you’re happy with your cleaner you had, we’re happy to send them to all of your appointments. You just have to contact us to let us know and we’ll make it happen!

Are you a pet friendly maid service?

Yes! At Obsessive Cleaning we LOVE pets. All of our maids are trained to correctly deal with your furry family member.

Can I trust Obsessive Cleaning cleaners?

Absolutely. All Obsessive Cleaning Professionals are highly trained, background and reference checked, as well as insured and bonded.

How much does it cost to clean my home?

Obsessive Cleaning pricing is based on the size of your home and the desired level of service. We operate on a flat rate basis given the number of bedrooms, and we also offer hourly services. Please see our price rates on our homepage.

What does a Deep Clean include?

The Deep Clean service is a comprehensive top-to-bottom cleaning. We recommend a deep cleaning if you have not had your apartment professionally cleaned within the past 3 months.

It does not include inside the oven, inside the cabinets or inside the refrigerator, all of which are available at a reasonably priced additional cost.

What is a Move In/Move Out cleaning?

We all know moving is stressful. Combine that with all the boxes that need to be packed, furniture moved, and a long list of other preparations can be extremely time consuming. Our move in/move out cleanings are designed to prepare a home for a new tenant.

Please note that a move in/move out cleaning includes cleaning baseboards, closets, interior windows and interior walls.

It does not include cleaning inside of the oven, insides of the cabinets, or inside of the refrigerator, all of which are available at a reasonably priced additional cost.