FAQ

The Ins And Outs of How We Do Business

Terms & 

Policies 

PAYMENT 

Forms of Payment Accepted  

Full payment is due at the time of your appointment 

Phoenix Deluxe Cleaning accepts Amex, MasterCard, Visa,

Cash App, Venmo, Paypal, Apple Pay, Cash, and checks. CHECKS ARE NOT ACCEPTED FOR ANY ONE TIME CLEANING. All balances are due before services are rendered.

Additional Charges

Each job is quoted for a certain amount of time in order for you as the customer to receive a flat rate. In the event the team is put in the situation to go over the allotted time, there is an additional fee of 30.00 per person per hour for the first hour, and 15.00 per person per hour for each additional hour beyond that. 

Recurring Customers 

Recurring clients are required to have a credit card on file. Your card will be charged the balance due after each cleaning unless you leave an alternate form of payment at the time of service. During your first visit an invoice will be sent, it will have the option for you to input your credit card information. 

Recurring clients can elect to have their payments set to auto-pay. Your card will be charged at the end of every visit. This is the easiest and most preferred option. 

Gratuity

Phoenix Deluxe Cleaning never requires you to tip. However, it is ​a powerful way to say THANK YOU ​

 

SCHEDULING

Initial/ One Time/Vacant 

Scheduling is based on our availability. Every effort will be made to complete your service within the discussed timeframe/time allocated. ​Please note this cleaning is more lengthy simply because we complete our Deluxe Cleaning in full. Although it is not always possible we try our best to get the home into maintenance mode for future cleanings. In the case of vacant properties, return the property to its original state. If you have committed to recurring service, it may take more than one visit to achieve this. We ask for your patience while we learn how to best clean your home, we strive to move into maintenance cleaning as quickly as possible.

 

Each initial cleaning is given an estimated time of 4 hours max. In the event it should be a scenario in which this takes longer, arrangements will be made prior to service. 

Recurring 

Your initial cleaning is complete, now it's time to establish a preferred day of the week and time that we will repeat your service going forward. Please note this day and time is specifically set aside for your appointment. It not only guarantees your appointment, it allows us to have your assign your permanent Deluxe Crew members to your home. We understand things come up and changes need to be made. We ask that the appointment is not altered outside of 7 days within you regular recurring visit day. 

We strive to have the same Deluxe Crew Members to your clean your home. However this is not always guaranteed. Due to vacation, illness, or departure from the company. Phoenix Deluxe Cleaning may provide a replacement Deluxe Crew Member.

 

*Please note, recurring visits are allotted 2-3 hours per visit depending on the size of the home. In the event more time is deemed necessary, additional costs will be discussed.  

Appointment Reminders

During the process of your first booking with us aside from your name, mobile number, and address. We will also request a valid email address. This is put into our appointment system and your are sent an appointment confirmation immediately during your first booking. You are then sent an email reminder 48 hours before service and a text reminder 24 hours before schedule. If you have committed to recurring cleanings, your dates automatically set up in our system based on the day and time elected.

CANCELLATIOns

24 Hour Notice 

​We understand things come up suddenly. Therefore, if you end up in a scenario that you must cancel or reschedule you appointment, Phoenix Deluxe Cleaning requires 24 Hour Courtesy Notice. If we receive a appointment cancellation less than 24 hours, or if we can not access your home, we will be charged a Cancellation Fee in the amount of half of the balance due for that Appointment. You will still be invoiced/charged the date of the appointment. If you are a customer that is not on auto-pay, the balance will be expected during your next/ rescheduled visit. 

 

Rescheduling 

When your appointment is originally scheduled you are sent an immediate confirmation, an email reminder 48 hours before service, and a text message reminder 24 hours before your appointment. During this time you are given the option to cancel the visit online. At this time we do not offer online rescheduling. You will need to call or text 904-397-5353 or email us at Info@phoenixdeluxe.com to reschedule any visits. In the event you are a recurring client and simply want to see us for your next visit, no further action is required. 

Cancelling a Recurring Visit 

If you cancel a recurring cleaning the cost of the next visit will be charged as the amount of time missed.

Weekly - Next visit will be charged a biweekly cleaning 

Biweekly- Next visit will be charged as a monthly cleaning   

Monthly- Next visit will be charged as an initial cleaning.

 

Please note cancelling 3 recurring visits consecutively will result in loss of appointment slot. We hold your date and time and refuse business for this time, please keep this in mind and respect our time. 

Cancelling Service 

Cancelling service can be done at any time. Termination of recurring cleanings must be in writing or text (904-397-5353). It can be emailed to Info@phoenixdeluxe.com or mailed to ​

 

Phoenix Deluxe Cleaning 

PO Box 8835 

Jacksonville, Fl 32239 

APPOINTMENTS  

Access   

We offer a few options for you to provide us access to your home in the event you are not available. 

  1. You may leave a key on site and hidden the day of service 

  2. You may leave a key with Phoenix Deluxe Cleaning. Your key will be kept in our safe. Keys are specially marked, your name or address will never be attached to them. (In the event is cancelled the key will be returned in person. Keys will not be placed in the mail.)

  3. If you have a personal lockbox, Phoenix Deluxe Cleaning can be given a code to access your key. 

  4. If you have an electronic door system, a permanent code can be given 

 

If we are not able to access your home for your appointment, please review our cancellation policy

 

What we expect each visit

  1. Make arrangements for pets to be secured or removed from the home during the time of your visit. 

  2. Clear up clutter, clothing, and personal items obstructing areas that need to be cleaned. In the event the home is not prepared/ declutter prior to visit, we have the right to refuse service. 

  3. Have dishes washed and clear of the counters and sinks 

  4. check the home for pet feces. We love your pets but not their presents. If it is found it will not be touched and you will be made aware. 

Customer Care

 

Damage Incident 

For your protection, Phoenix Deluxe Cleaning is 100% insured. In the event something in your home is damaged by one of our Deluxe Crew Members you have 24 hours to report the incident. Please give us a call at (904) 397-5353 

 

100% Satisfaction Guaranteed 

Cleaning is a very personal and human service, we understand that occasionally an area may not be cleaned to your satisfaction. We are unable to refund. However, we will happily re-clean any area you are not satisfied with. Just let us know of any issues within 24 hours of your appointment and we will make it right. 

Feedback 

Cleaning is a very personalized and subjective subject. We truly value your opinions, they are essential for us to serve you. We need, respect, and appreciate your feedback. It helps us improve our service. Please take a moment to visit us at www.phoenixdeluxe.com/feedback, email us at info@phoenixdeluxe.com, or simply give us a phone call at (904) 397-5353 to let us know how we are doing. 

​​

THINGS WE DO NOT COVER  

​​

  • Dishes 

  • Laundry  

  • Bed linen contaminated with blood, urine, or feces 

  • Pet feces and/or cat litter boxes 

  • Obsessive clutter (we have the right to refuse service

  • High Ceilings + Light Fixtures. We have an 8 foot reach capacity limit. 

  • Hoarder Living 

  • Extremely un-clean homes

  • Moving of furniture and large appliances

  • Outside windows 

  • Organization 

  • Garages 

  • Fireplaces/ Chimneys 

  • Walls

  • Patios  (Please verify if you have an enclosed patio that needs to be serviced.) 

  • Post-Construction Cleaning

3 strike policy

In the event, any of the above subjects are violated during your visit. Your Deluxe Crew Member has the discretion to report it to management. After the third policy violation, Phoenix Deluxe Cleaning reserves the right to terminate your service. In some cases we have the right to skip a room or area and /or refuse service all together.

  • 1st incident - Verbal warning  

  • 2nd incident- Written warning sent to the address service is being rendered 

  • 3rd incident- Written termination letter sent to the address service is being rendered 

SUPPLIES   

​​Phoenix Deluxe Cleaning uses quality products specifically designed for each area of your home. We provide all products and equipment necessary. Please note we do not carry bleach based products. We do have one product that contains bleach for mold and mildew, it is only used in severe cases. However, if there are specific products you prefer we use, your Deluxe Crew must be made aware at the beginning of your appointment. 

HOLIDAYS     

If your scheduled appointment fall on a holiday that Phoenix Deluxe Cleaning observes, we will contact you to reschedule. We observe the following holidays and are closed. ​

  • Martin Luther King Day 

  • Memorial Day 

  • Independence Day 

  • Labor Day 

  • Veterans Day 

  • Thanksgiving Day 

  • Christmas Day 

 

PRIVACY    

We proudly withhold client confidentiality. Meaning you information such as your name, home address, and status of your residence is kept confidential with Phoenix Deluxe Cleaning. Sometimes we want to take pictures of videos of work done. In the event pictures of your home become available to our social media pages please be assured your name or information will not be linked. 

PRIVACY POLICY

What information do we collect on our site, and how do we use it?

We collect only the consumer's domain name (where possible), aggregate information on what pages consumers access or visit on our site, and information volunteered by the consumer - such as survey information and/or site registrations, name and address, telephone number and the email addresses of those who fill out the estimate form.

The information we collect is used to improve the content of our website, customize the content and/or layout of our web pages for each individual visitor, and used to create service estimates.

With respect to cookies: We use cookies to store visitor’s preferences, and record past activity on our site in order to provide better service when visitors return to our site. We also sometimes use cookies to deliver targeted ads to past visitors of the site on 3rd party vendor sites such as www.yahoo.com. To opt out of these ads please visit your browser’s ad preferences manager.

With respect to security: We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you at our site.

 
 
 
 
 
 
 
 
 
 

Our Company

Over time we have studied our current and past customers. We quickly discovered they have different lifestyles, various budgets, and amount of "cleaning needed".  It has allowed us to perfect our craft and give people what they want.... which is universally amazing customer service, quality, value, and impressive results.

Head Office
Operating Hours

50 N Laura St

Suite 2500

Jacksonville, Fl 32202 

Mon - Fri: 9am - 6pm
​​Saturday: 9am - 12:30pm
​Sunday: Closed

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© 2020 by Phoenix Deluxe Cleaning LLC 

904-397-5353

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