How do I schedule a service?

Once you receive your proposal via email, secure your booking by selecting the services you’d like done, and clicking the “Accept” button at the top of the page. You’ll then receive an email to complete our New Client Onboarding Form and submit your payment information via our secure payment portal. Once these items are completed, you’ll receive a call from us to schedule your appointment!

How do I tip my cleaner?

Tipping is not required; however, it is always greatly appreciated by our staff! A text message will be sent to you upon completion of each visit that includes a link with the option to tip your technician. The standard amount is 10%-20% of the cost of service; however, you may enter a custom amount of your choosing. We thank you in advance for your generosity!

How do I pay for my service?

All clients and customers are required to have a credit/debit card on file prior to beginning services. All payments are due and processed on the day of service. If your credit/debit card information changes, please notify us prior to your next upcoming service. Commercial services payment schedule will be agreed upon during the proposal period. 


What is your cancelation Policy?

Please notify us at least 48 hours in advance if you would like to cancel, skip, or reschedule an appointment. For less than 48 hours notice, you will be subject to a charge of $50 service fee. This is to compensate our staff for the loss of time and work they were expecting.`

 Do I need to be home during my service?

You do not need to be home during your service! However, we will need some way to access your property on the scheduled appointment day/time. Information regarding property access (door code, key, garage code, etc.) must be provided prior to the service.

We do not carry clients’ keys, so access must be available on the property.

Please note that, if for any reason our cleaners are unable to enter the home within 20 minutes of the start time of service, you will be charged a lock-out fee of 50% of your service rate. This is to compensate our staff for the loss of time and work they were expecting.

Will you take "before and after" photos?

Genn Services reserves the right to take photos of your home for marketing and quality control purposes. No identifying information would ever be shared publicly. If you would like to opt-out of this, please contact us.


What do you NOT clean?

There are some areas of the home that we will not clean. Below are the items with limitations:


  • We do not wash window blinds; we will only dust them.
  • We do not clean biohazard or human/pet fecal matter. 
  • We do not clean mold. 
  • We do not wash walls.
  • We cannot move any furniture over 20 lbs. However, we will do our best to clean underneath these items as much as possible.
  • We do not climb higher than a 2-step ladder. 
  • We do not provide laundry or window-washing services.
  • We cannot clean anything outside of the home. This includes, but is not limited to: exterior doors, exterior windows, porches, decks, balconies, walkways, or siding.

If you’re unsure about something, please call us to clarify!


 I'm not happy with my service. What do I do?

If you are not happy with the results, please contact us within 24 hours after your appointment and we will return to re-clean the areas at no cost.

Please note that we do not offer refunds for completed services. All payments are due at the completion of each job.

I think your cleaner broke something. What do I do?

Genn Services protects its clients and employees with General Liability Insurance and Workers’ Compensation. Please let us know immediately if you believe there has been damage done to your property by one of our cleaners. Breakages, damages, and injuries will be investigated on a case-by-case basis at the time of the incident. Damages must be reported with 24 hours of service completion. 


If there are sentimental or fragile items in the home, this will be pre-discussed during your in-home estimate, and a note will be added to your work order to not clean or move the item during the service.

Do I need to sign a contract?

Commercial properties will be required to sign a contract, the term will be agreed upon during the proposal process. Our reoccurring commercial cleaning services require a 12 month commitment. Don’t worry though. We allow you to try our services without any commitment for 30 days. If you would like to continue working with us after that 30 trial period, only then does the 12 month commitment come into play.

Residential/ AirBnb services does not need to sign a contract. However, they will be required to sign a service agreement.