FREQUENTLY ASKED QUESTIONS

We guarantee that you will be delighted by the results of your clean. If for some reason you are not, just let us know within 48 hours and we promise to send a cleaner back to put it right for free or a refund may be requested. Customer satisfaction is our priority!

We charge a flat rate price per number of bedrooms rather than per hour. This means that you know exactly what we promise to provide, and our cleaners keep working until the job is done. It really is that simple!

In rare circumstances, we will need to switch a cleaning to a deep clean or hourly service. This only happens if the home is in need of a deep clean (instead of a standard clean) or is extremely large and doesn’t fall under the perimeters of what we consider a normal home. This is why we strongly suggest selecting a deep clean if your home hasn’t had a professional cleaning in more than two months. We will only switch to a deep clean or hourly cleaning with your approval before we begin cleaning. If your home is larger than 2500 SQ FT, give us a call for a custom pricing quote and we’ll work hard to make sure you get the best value on your regular cleanings.

We offer three types of cleaning service. A standard clean which is a lighter clean that covers all the important areas of the house, perfect if you book a regular clean with us. A deep clean which is a more thorough clean which we recommend if you house hasn’t been cleaned professionally in the last two months. We can also offer you do move in/move out cleans which includes the spot cleaning of certain areas on the walls and cleaning inside all of your cupboards. We can also offer you extra cleaning services.

Of course we do! At Heromaid we call end of tenancy cleans move in/move out cleans because sometimes you need a really thorough clean when you are moving in/out a home. Our cleaners help with move in/move out cleans which include certain spots on the walls and cleaning inside all the cupboards but if there is a specific task you want our cleaning team to focus on, then please let us know before booking to avoid any confusion.

We offer hourly services to customers who are looking to accomplish a task or a set of tasks that don’t necessarily fall under a complete house cleaning.

• Need to have one bathroom cleaned thoroughly?
• What about a kitchen?
• What if you just want your walls and windows cleaned?
• After-party clean up help?

Hourly service is your answer! You can hire our cleaners for any amount of time to help you get the job done. In the rare event that a customer books a regular cleaning with us and their home doesn’t meet the requirements for our flat-rate pricing, we will call them and inform them that we are switching them to an hourly pricing model to make sure we finish the job and help get their home ready for regular cleanings.

Our cleaners will always try to arrive on time for your clean. However, do please allow us a 2-hour window to take into account heavy traffic. We will give you a call if your cleaner is going to be late or please call the Customer Service Team on 408-426-8300.

We’ll usually send out one cleaner. Upon special requests and according to team availability, we can send out more than one cleaner to get the job done.

Yes, our cleaning teams come completely prepared to make your house shine! They will bring the following:

• Vacuum cleaner (if you don’t have one)
• Mop and bucket
• Kitchen and bathroom cleaner
• Window and glass cleaner
• Furniture spray
• Oven cleaner
• Non abrasive spray
• Bleach
• Non abrasive cleaner
• Sponge cleaners
• Cloths for windows, floors, furniture
• Steel scourers
• Gloves
• Products against lime, scale and mould

Yes, of course! Just select the frequency of your clean, monthly, bi-weekly, tri-weekly or even weekly, when you make your booking. To say thank you we will even offer you a Heromaid discount for booking a regular service. After your first booking your future appointments will be automatically booked in so you can expect your cleaner at the same time every week, every other week, every third week, or month. You may also cancel/reschedule your cleanings anytime through your online account (charges may apply for late cancellations).

We put you into control so you will be able to view and select available appointment times from our online calendar available on our booking form.

We’re currently serving San Jose, Santa Clara, Sunnyvale, Mountain View, Cupertino, Campbell, Milpitas, Saratoga, Los Gatos, Palo Alto, Fremont, Daly City, San Bruno, Brisbane, Milbrae, Newark, Burlingame, Union City, San Mateo, Belmont, San Carlos, Alviso, Redwood City, Atherton, Menlo Park, Stanford, Los Altos, Hayward, South San Francisco.

Once you have completed your online booking you will immediately receive a confirmation email. This is there to reassure you that your booking has gone through. We will then contact our best cleaning teams to see who is available to complete your house clean. We also send text message reminders to you before the clean, to make sure you don’t forget!

It is simple to edit your booking online. So if you change your mind and decide to add on an oven clean or choose to book a deep instead of a standard clean we can accommodate that request. Or if you wish, we can edit your booking for you. All you have to do is give our Customer Service Team a call on 408-426-8300 and we’ll take care of it.

-es we do. If you book a regular clean with Heromaid you can get:

• 10% discount for a monthly clean
• 12% discount for tri-weekly clean
• 15% discount for a bi-weekly clean
• 20% discount for a weekly clean
• Please note these discounts are subject to change without notice. Check our booking form for the most up-to-date discounts.

For an extra charge you can book a number of services on top of your clean including:

• Cleaning the oven
• Cleaning the fridge
• Cleaning the inside of your windows
• Wall wash
• Cleaning inside cabinets

OR select them all to let us know you want a deep clean or move-in/move out cleaning! Please call us at 408-426-8300 or email us at help@Heromaid.com to add more details to your booking.

If you cancel your clean within 24 hours of the scheduled time, we have to charge you a cancellation fee of $50. If you re-book a clean with Heromaid then the cancellation fee will not be applied.

Our comprehensive insurance coverage delivers total peace of mind. We have made sure that trusting us with your home is as risk free as possible. Accidents do occasionally happen but if they do we will ensure that everything is resolved as quickly as possible.

We have $2 million liability insurance. That way you have total peace of mind that your home and belongings are protected. Additionally, we we are also Google Guaranteed.  If you have any questions about our policy please email help@Heromaid.com

Of course, if you would like to leave your keys with your cleaner they will keep them secure for your next clean.

Once we review your application, we’ll contact you to being the recruitment process! Don’t worry, we don’t make our Heroes wear capes.

Our cleaners will be available at different time schedules. But you may always ask if a certain cleaner is available for your cleaning.

We will send you an email once the clean is complete asking you for feedback. Please do take time to complete this as we like to give our cleaners a bonus for receiving a five-star review. We promise to act on any feedback you send us as we are a young company trying to improve, so please do share any suggestions that you have on how we can improve. If you loved our service, please leave us a review a on Yelp and Google as they are our bread and butter and will help us to serve you better and better in the future as we grow.

If you have any concerns, please leave us feedback through our email and we’ll reach out and make it perfect.

We take a different approach to cleaning to ensure that we deliver a high quality service. We only hire the most professional and experienced cleaners in your area, we have a dedicated customer service team to answer any queries and we have a state of the art booking system to make it really simple for you to book a clean. 

Heromaid is a high-quality, on demand, cleaning company. We want to give your home the love it deserves and make it sparkle. We don’t think you should spend your precious time searching for a trusted cleaner. So why not let us do the hard work and find you a quality, reliable cleaner who fits in and around your life? We have made it easy with our 60 second online booking process, our flat-rate pricing structure plus our promise to find you a cleaner to do that last minute clean.