The Ins And Outs of How We Do Business
Frequently asked questions
How soon must I cancel my appoinment?
You must cancel your appointment within 24 hours of your scheduled appointment date and time.
Do I need to provide any of the cleaning products/materials or equiptment?
No. In fact we bring everything necesarry to take care of your home. Please keep in mind we use commerical grade cleaning products, and very limitd bleach,If you have certain products you prefer that we use, you are more than welcome to provide them. We do ask you establish this at the beginning of service.At this time we do not offer ECO-friendly products.
If I do not cancel my appointment within 24 hours will there be a charge?
Yes there will be a fee of 1/2 of the total cost for the service(s) scheduled. Full details can be found under Cancellation section on our Terms and Policies page.
Are there things you don't cover?
Yes. To keep things simple we only cover what is on the cheklist based on the plan you select. Please refer to Things We Do Not Cover on our Terms and Policies page
Clean up? Aren't you a Cleaning Service?
How are prices determined?
When is payment due and what forms of payment do you accept?
Please visit our Payment section under Terms and Policies
Do you offer custom pricing and cleaning?
Am I guaranteed the same team every visit?
Is "The Deluxe" necessary to start recurring servic?
Yes. It is our belief that "The Deluxe" is necessary to deem a home as thoroughly "Professionally Cleaned". Our thoughts, if you clean everything the first time, you don't have to worry about missing something or having to do it later. Its a matter of being maintained. If you receive our Build-a-cleaning or Basic plan, at any given time you can request "The Deluxe" to be implemented. "The Deluxe" pricing will be included.
I have pets, what do we do with them during our visit?
We love your pets and are totally pet firendly. However, we must ask that they be contained or removed from the home during cleaning for us to acheive optimal cleaning.
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.
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 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.
Phoenix Deluxe Cleaning never requires you to tip. However, it is a powerful way to say THANK YOU
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.
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.
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.
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.
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 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
We offer a few options for you to provide us access to your home in the event you are not available.
You may leave a key on site and hidden the day of service
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.)
If you have a personal lockbox, Phoenix Deluxe Cleaning can be given a code to access your key.
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
Make arrangements for pets to be secured or removed from the home during the time of your visit.
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.
Have dishes washed and clear of the counters and sinks
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.
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.
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 firstname.lastname@example.org, or simply give us a phone call at (904) 397-5353 to let us know how we are doing.
THINGS WE DO NOT COVER
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.
Extremely un-clean homes
Moving of furniture and large appliances
Patios (Please verify if you have an enclosed patio that needs to be serviced.)
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
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.
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
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.
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 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.