Help/FAQ
Table of Contents
How it Works
How do I make a booking?
All you have to do is fill out our secure booking form and select the time and date that you want us to clean your home.
It’s as simple as that and takes less than a minute. Once you have completed your booking you will receive a confirmation email instantly.
How do I edit my booking?
It is simple to edit your booking – just email or call us 🙂
If you change your mind and decide to add on an oven clean or choose to book a deep instead of a standard clean, we can accommodate that request! If you wish to edit your booking less than 24 hours before your clean make sure to call us at (828)515-4511.
What if I don't want to book online?
That’s ok if you don’t want to book online – call or email us and we will be able to get you scheduled and setup easily!
What happens after I make a booking?
Once you have completed your online booking you will immediately receive a confirmation email. This is there to reassure you that your booking has gone through.
We will then assign you to a trusted cleaner who is available to complete your house clean. Once we have assigned a cleaner to the clean we will send you another email with their name so you know who to expect.
We also send text message reminders to you before the clean, to make sure you don’t forget!
Can I book online for a regular/recurring clean?
Absolutely! Just select the frequency of your clean to be, monthly, bi-weekly or even weekly, when you make your booking.
To say thank you we will even offer you a Hello Bright discount for booking a recurring service. After your first booking, your future appointments will be automatically booked in so you can expect your cleaner at the same time each time.
Do I have to be home for my booking time?
No, you don’t need to be home while we clean your house. Of course, if you are home, that is fine as well!
If you would like to leave the key with a neighbor or somewhere secure then we can collect it. Just add instructions when you make your booking. You can also leave your key with your trusted and honest cleaner for convenience and ease of access.
On your first clean with Hello Bright, we do like you to be home so you can show us around your property and point out any areas that you would like us to focus on but we understand that isn’t always possible.
Can I make a same day or last-minute booking?
We can’t promise that at this point same-day bookings are guaranteed, but we will try our best to make it happen!
Please give us a call if you need a last-minute or same-day booking. That way we can be sure to give you a certain answer.
How do I correct or cancel my booking?
It is simple to amend or cancel your booking, you can either email or call us (828-515-4511) and we will take care of your request.
Please give us 24 hours notice if you wish to cancel your booking otherwise there is a $70 cancellation fee.
Will I get the same cleaner every time if I book a regular cleaning?
Yes, you will get the same trusted cleaner every time. Unless your regular cleaner is unwell or enjoying a well deserved holiday from cleaning we will keep sending the same trusted cleaner that you are comfortable and familiar with.
Can I make regular or one-off special requests?
Of course!
just include the specific information/details when you make a booking and we will pass on the details to your cleaner.
Service
How do I know what has been cleaned?
They work through your home, ticking off the tasks as they complete them. That way you can be confident that all of the tasks have been completed to the highest Hello Bright standard. You will have reviewed the checklist in our initial walk through together to see everything that is included.
Can you explain the different types of cleanings?
We offer three types of cleaning services:
A standard clean which is a regular clean that covers all the important areas of the house that will keep your house in a perfectly maintained condition.
A deep clean is a more thorough clean which we recommend if your house hasn’t been cleaned professionally in the last three months.
A move in/move out clean includes additional cleaning touch points such as the spot cleaning of all walls and cleaning inside all of your cupboards.
We can also offer you extra cleaning services.
What is a Top to Bottom Deluxe Deep clean?
The Top to Bottom Deluxe Deep Clean is our most common service. It is for first-time customers or customers who haven’t had their home professionally cleaned in the last three months.
We do a LOT of extra things for a deep clean to bring a house up to a certain level, and we use a much more detailed checklist so we don’t miss all the little spots (e.g. windowsills and the baseboards)
What extra services does Hello Bright provide?
For an extra charge, you can book a number of services on top of your clean including:
Cleaning the inside of the oven
Cleaning the inside of the fridge
Washing dishes/Emptying Dish Rack
Cleaning the inside of cabinets
Washing Laundry or linens
Sweeping the Garage
Cleaning Patio Furniture
Scheduling
What time will the cleaners arrive?
Our cleaners will always try to arrive on time for your clean however please do note when booking we ask for a 1-hour arrival window to take into account heavy traffic and unforeseen events.
We will give you a call if your cleaner is going to be late.
Billing
Do I need to enter my card details to book?
Yes. We need to take payment information to book your appointment, but your card will not be charged until after your cleaning has been successfully completed.
Guaranteed.
How do I pay?
We accept credit or debit cards. Your card details will be entered at the time of booking, however, we will only collect payment after your cleaning service has been performed.
We accept all major credit cards (including American Express) and debit cards for payment
When will my card be charged?
We will never charge your card before your clean. We will only take payment after your cleaning service has been performed.
Why do you charge a flat rate price?
We charge a flat rate price per number of bedrooms and bathrooms rather than per hour, this means that you know exactly what we promise to provide, and our cleaners keep working until the job is done. As our cleaners clean according to a checklist you know exactly what is included in the price. It really is that simple!
Is my card payment secure?
Yes it is, our card payment technology is provided by Stripe. Their SSL encrypted, PCL compliant system is completely secure and trusted by companies worldwide. You can read more about them on stripe.com.
How do I redeem a discount code, voucher, or gift card?
It’s easy! All you need to do is include the code on the booking form when asked and the discount will be removed from your booking instantly.
Everything else
What is the Hello Bright guarantee?
We guarantee that you will be delighted with the results of your cleaning with us! If for some reason you are not just let us know within 48 hours and we promise to send a trusted cleaner back to put it right. It’s as simple as that.
How do I give feedback?
All you have to do is fill out our simple and confidential Service Feedback Form. This is a Google form that you can fill out anytime you have a compliment or complaint to make.
Here is the link: https://forms.gle/UjvXyhUQy6WaxaRZ7
You will also be emailed the link after your initial clean and can find the form on our website under the Client Resources Tab.
What is your recruiting process?
We hire only the most motivated, honest and qualified cleaners in the Asheville area.
To be accepted as a cleaner at Hello Bright all our candidates must undertake a rigorous selection and recruitment process. This includes a telephone interview followed by a face to face interview. If they pass these we then perform a reference check and comprehensive background check. Finally, we ask all candidates to perform a test clean so that we can inspect the quality of their cleaning. If a cleaner passes the quality inspection then we welcome them to the family.
Are Hello Bright cleaners well-looked after?
Yes, we are a close-knit team here at Hello Bright and we have got a close relationship with all our cleaners!
We pride ourselves on allowing our cleaners to work flexibly and according to the best schedule for their lifestyles.
We also pay our cleaners a living wage which is considerably more than other cleaning companies do, this is so we attract only the most experienced and reliable cleaners in your area. Lastly, we treat each cleaner with care and respect, honoring their dignity as talented, beautiful and valuable individuals.
Will I get the same cleaner every time if I book a regular cleaning?
Yes, you will get the same trusted cleaner every time. Unless your regular cleaner is unwell or enjoying a well deserved holiday from cleaning we will keep sending the same trusted cleaner that you are comfortable and familiar with.
Can you provide a replacement cleaner if my cleaner goes on holiday?
Yes, we are a close-knit team here at Hello Bright and we have got a close relationship with all our cleaners!
We pride ourselves on allowing our cleaners to work flexibly and according to the best schedule for their lifestyles.