Frequently Asked Questions
Find answers to common questions about reservations, cleaning services, payments and our service guarantee.
1 How can I get a quote?
You can get a quote in approximately 60 seconds by completing our online reservation form.
For deep cleaning and post-construction cleaning, send your service request to info@auroramaidservices.com .
2 What happens when I make my reservation online?
You will receive a confirmation email, normally within five minutes or within 24 hours during business days.
Make sure you provide accurate information:
- First and last name
- Email address
- Telephone number
- Service address
- Number of bedrooms and bathrooms
- Approximate square footage
3 Can someone visit my house before I reserve a service?
Unfortunately, we do not send sales representatives to visit homes before a reservation.
For assistance before booking, email info@auroramaidservices.com .
4 How many people will come to clean my home?
The number of cleaning professionals depends on availability. Your team may include two or three people.
You may request a specific team size. An additional charge may apply for extra crew members.
5 Can I request an exact arrival time?
Yes. Reserve your cleaning online and select the date and time that works best for you.
Enter a specific arrival-time request in the Additional Comments field.
6 Can you clean while I am not home?
Yes. You do not need to remain at home during the cleaning appointment.
Provide clear entry instructions, such as doorman information, a lockbox code or the location of a key.
7 What if my home needs more time than suggested?
Our estimates normally provide sufficient cleaning time. However, you know your home best.
Add more time and a brief explanation to the instructions field if you believe additional time will be required.
8 Do your teams bring their own cleaning supplies?
Yes. We bring the cleaning supplies and equipment required for the scheduled service.
- HEPA vacuum
- Eco-friendly cleaning products
- Mop and bucket
- Step stool
- Toilet brush
- Bathroom and wood cleaners
- Specialty cleaning products
We can use customer-provided products when they are left in clear view with instructions.
10 What payment methods do you accept?
We accept major credit and debit cards, cash and personal checks.
11 When is payment due?
Payment is due on the same day the cleaning service is completed.
This applies to move-in, move-out, weekly, biweekly and monthly cleaning services.
12 Can I make special requests?
Yes. Enter your request in the instructions field when scheduling your service online.
You may also email your request to info@auroramaidservices.com .
13 Is tipping required?
No. Tipping is optional. Our cleaning professionals will provide the same quality service whether or not a tip is provided.
14 Can I leave a tip online?
Yes. Cash is recommended when the cleaning has not yet taken place.
After the service, you may request an invoice by email and include the gratuity in the payment.
15 Can you clean homes with pets?
Yes. Our cleaning professionals are trained to work safely and respectfully around pets.
Provide special instructions if your pet is sensitive to vacuums or other loud equipment.
16 Do you offer gift certificates?
Gift certificates are not currently available.
17 Is there a cancellation fee?
There is currently no cancellation fee. This policy is subject to change.
18 Is there a returned-check fee?
A $35 fee applies to returned checks.
19 Do you provide laundry service?
Laundry service is not currently available.
20 Do you clean exterior windows?
We do not currently clean exterior window panels.
We can clean interior glass and window sills when they are safely accessible.
21 Do you provide steam or carpet shampooing?
Steam cleaning and carpet shampooing are not currently available.
22 How can I request post-construction cleaning?
Send a detailed service request to info@auroramaidservices.com .
23 What is the difference between regular and deep cleaning?
Regular cleaning maintains the cleanliness of your home on a recurring basis.
Deep cleaning addresses accumulated dirt, buildup and areas not normally covered during routine maintenance.
24 Are your cleaning professionals insured?
Yes. Our cleaning professionals are background checked, trained and insured.
25 What happens if something gets broken?
Notify our office within 48 hours of the cleaning date if damage or loss occurs.
Please put away valuables, antiques, collectibles, crystals and heirlooms before the service.
26 Which services are not covered by the guarantee?
- Items not included in the cleaning checklist
- Large quantities of dishes
- Folding clothing
- Organization and laundry services
- Power washing
- Carpet stain removal
- Wall-mark removal
- Disinfection services
- Steam or shampoo carpet cleaning
- Exterior window cleaning
- Deep refrigerator cleaning
- Services not included in the original reservation
27 What is the Aurora Guarantee?
If an area included in your scheduled service was not cleaned to your satisfaction, contact our office.