Everything You Need to Know About DLL Cleaning
Find answers to the most common questions about our services, pricing, and policies.
General Questions
How does DLL Work?
Simply contact us via phone, email, or our online form. We’ll discuss your needs, provide a free quote, schedule your cleaning, and send our professional team to your location. Payment is processed after the cleaning is complete.
Do I need to be present for the cleaning?
No, you don’t need to be home. Many clients provide access via a key, lockbox, or doorman. Our team is fully insured and bonded, so you can trust us with your space.
When will your DLL cleaner/s arrive?
We provide a 1-hour arrival window for all appointments. Our team will contact you if they’re running early or late. We respect your time and aim to always arrive within the scheduled window.
What do I need to do before the cleaner arrives?
We recommend picking up any clutter (toys, clothing, dishes) so our team can focus on deep cleaning. You don’t need to pre-clean — that’s our job! Just ensure our team has access to the property.
Is DLL insured and bonded?
Yes. DLL Cleaning Services is fully insured and bonded. This protects both you and our team in the unlikely event of an accident or damage during the cleaning.
Is a DLL cleaning pet-safe?
Yes! We use pet-safe cleaning products. Please let us know about your pets when booking so we can take any necessary precautions. We recommend securing pets in a separate room during the cleaning for their comfort.
What is the Non-Solicitation Agreement?
To protect our business and team, we ask that clients do not hire our cleaners directly. If you’d like to work with a specific cleaner, please contact us and we’ll do our best to assign them to your account.
Services & Cleaning
What is the difference between Standard Cleaning and Deep Cleaning?
Standard Cleaning covers routine maintenance: dusting, vacuuming, mopping, bathroom and kitchen surfaces. Deep Cleaning is more thorough and includes inside appliances, baseboards, window sills, grout, and areas not covered in standard cleans. We recommend a Deep Clean for first-time clients.
Does DLL bring its own equipment and supplies?
Yes, our team arrives fully equipped with professional-grade cleaning products and equipment. If you have specific product preferences (Eco-Friendly & Safe Products, fragrance-free, etc.), just let us know in advance.
How long does each cleaning take?
Cleaning time depends on the size of your space and the type of service. A standard clean for a 1-bedroom apartment typically takes 2-3 hours. A deep clean may take 4-6 hours. We’ll give you an estimated duration when you book.
What if renovation has been recently done on my office or home?
Post-construction cleaning requires specialized equipment and techniques. Please let us know about any recent renovations when booking so we can send the right team with the appropriate supplies for dust, debris, and residue removal.
Can I make special requests or give specific instructions?
Absolutely! You can add notes to your booking or contact us directly. Our team will do their best to accommodate your specific requests. For recurring clients, we keep notes on your preferences.
Will there be a manager on-site?
For larger commercial jobs, a supervisor may be present. For residential cleanings, our experienced team works independently. All team members are trained, vetted, and held to our quality standards.
Pricing & Payment
How do I get an office cleaning quote?
Contact us via phone at (866) 955-0192, email at contact@dllcleaningservices.com, or fill out our online form. We’ll schedule a quick walkthrough or virtual assessment to provide an accurate quote for your space.
How do I pay for my cleaning?
We accept all major credit and debit cards. Payment is securely processed after your cleaning is complete. We do not accept cash. A card on file is required to confirm your booking.
Why is there a pending charge on my card before the cleaning service date?
We place a temporary authorization hold on your card the day before your appointment to verify the payment method. This is not a charge — it will be released and the actual charge will be processed after your cleaning is completed.
What is your cancellation policy?
You may cancel or reschedule a residential cleaning without a fee at least 24 hours before the scheduled start time, subject to availability. Requests made less than 24 hours but more than 1 hour before the appointment are subject to a fee equal to 50% of the scheduled service amount after discounts. Requests made within 1 hour of the appointment, and no-shows, are subject to a 100% fee. Voluntary tips and sales tax are excluded. DLL Cleaning Services reviews and processes any fee manually; your card is not charged automatically. We may waive an eligible fee for a documented emergency or severe weather at our discretion.
Do I leave a tip?
Tips are never expected but always appreciated. If you’d like to tip your cleaning team, you can do so in cash directly or contact us to add it to your invoice. Our team works hard and your appreciation means a lot to them.
Quality Clean Guarantee
What is the “Quality Clean” guarantee?
If you’re not 100% satisfied with your cleaning, contact us within 24 hours and we’ll return to re-clean the areas in question at no additional charge. Your satisfaction is our top priority.
How do I request a re-clean?
Contact us within 24 hours of your cleaning via phone at (866) 955-0192 or email at contact@dllcleaningservices.com. Please describe the areas that need attention and we’ll schedule a re-clean as soon as possible.
What is NOT eligible for the Quality Clean guarantee?
The guarantee does not cover: areas not included in your original service, damage caused by pre-existing conditions, items moved by the client after cleaning, or requests made more than 24 hours after the service. Please review your service checklist before the team leaves.
Still Have Questions?
Our team is ready to help. We respond within 2 hours during business hours.