FAQ

The Ins And Outs of How We Do Business

What services do you offer?

We offer a range of cleaning services including regular cleaning, deep cleaning, move-in/move-out cleaning, and more. Please refer to your service agreement for the specific services you’ve chosen.
How do I reschedule or cancel a service?

You can reschedule or cancel a service by contacting us at least 48 hours in advance. Please note that cancellations with less notice may incur a fee.
What should I do with my pets during cleaning?

We ask that pets are secured in a safe area during cleaning to ensure their safety and to allow our team to work efficiently.
What if I’m not satisfied with the service?

Your satisfaction is our priority. If you’re not satisfied with any aspect of our service, please contact us within 24 hours so we can address the issue promptly.
Do I need to be home during the cleaning?

No, you do not need to be home. We can work with your access instructions (keys, security codes) to clean your space. However, you’re welcome to be present if you prefer.
How do I update my payment information?

To update your payment information, please contact our billing department at 330-353-9463.
Do you provide cleaning supplies and equipment?

Yes, our team brings all the necessary cleaning supplies and equipment with the exception of a vacuum cleaner; vacuums can carry dust, dirt and germs from home to home. If you have specific products you’d like us to use, please let us know.
How do I provide feedback or suggestions?

We encourage your feedback! You can provide feedback directly to your account manager or through our online feedback form at https://forms.gle/vcPiVwEbjGihSu2w5 .
How do I refer a friend or family member?

Referrals are appreciated! Please see our Referral Program Information included in your onboarding folder for details on how to refer others to our service.

PAYMENTS, CANCELLATIONS & SATISFACTION GUARANTEE

Payments Accepted

We accept a variety of payment methods for your convenience, including:
- Credit and debit cards
- Bank transfers
- Checks

If you prefer a different method, please let us know, and we’ll do our best to accommodate your needs.

Cancellation Policy

The Client may cancel or reschedule a service by providing at least 48 hours' notice. Cancellations made with less notice may incur a cancellation fee of $50.

Satisfaction Guarantee

At Prime Shine Cleaning Service, your satisfaction is our top priority. We are committed to delivering high-quality cleaning services that meet your expectations. Here’s our guarantee to you:

Our Commitment:
- We guarantee that our cleaning services will be thorough, consistent, and tailored to your specific needs.
- If you are not completely satisfied with any aspect of our service, please let us know within 24 hours, and we will re-clean the area at no additional cost.

How It Works:
- Contact us within 24 hours of your service if you have any concerns or are not satisfied with the cleaning.
- We will arrange for a re-clean of the affected area at a time that is convenient for you.
- If for any reason you are still not satisfied after the re-clean, we will work with you to resolve the issue to your satisfaction, including offering a refund or credit for future services if necessary.

Our Promise:
- Our goal is to exceed your expectations every time. We strive to build long-term relationships with our clients based on trust, reliability, and outstanding service.

We appreciate your business and look forward to ensuring your satisfaction with every cleaning. Please don’t hesitate to reach out if there’s anything we can do to improve your experience.