FAQ

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Residential Cleaning Services
How to you find your cleaner?
CNP is a bonded and insured professional cleaning service. We understand that inviting someone into your home is very personal. We do not take this responsibility lightly. For this reason we are very selective in our hiring process. Apart from performing a deep background check on all our employees we personally hire each employee under a 3 stage evaluation process. Each CNP employee will undergo a 30 days training period and a 90 day probationary period. Every CNP employee must exhibit the following characteristics in order to remain employed by our company. BE POSITIVE, BE HELPFUL, BE HONEST AND BE COMIITED. You can have peace of mind knowing that CNP will always hire for attitude and trains for skill.
How do you calculate my rate?
Our rates are unique and customized per home. We calculate your rate based on several factors. Size of your home, frequency of service, the specific needs of our customer, present condition of the property and the time we feel is necessary to achieve the customer’s expectation. Our rates are competitive and designed to not sacrifice both our and our customer’s standard of quality.
Do you guarantee a day and time for my cleaning?
We do offer a reoccurring weekly, every 2 weeks and every 4 weeks cleanings with the option of your team arriving at a specific time. We do however ask customer to allow a 1 hour window for arrival. We are committed to arrive on time but if we run into any issues we will notify you of any delays and changes that may occur. You have the option of opting in to our text notification service in which we can text you when we arrive and depart from your home. For further information please contact our offices.
How do I communicate with my team?

We believe communication is a vital part of having a long lasting relationship with our customers. If you should need to speak with a manager, please call 214-887-3415 at any time. You may also email any requests or questions to scheduling@cleannpristine.com. If you need to leave any instructions for your team you may also leave a note at your home, once the team arrives they will submit that information to management. As your life changes so will your cleaning needs. We will continually update your account as your needs change.

Do I have to be home during the cleaning?
No, but you are welcomed to be present during our cleanings. As a CNP customer you will be assigned the same team for each cleaning. Most of our clients work or run errands during the day while the team is cleaning. Regardless if your home or not your team will be familiar with your home and will always be focused on the job at hand. If you are not going to be home, however, we ask that you provide an emergency contact phone number where you can be reached in case of an emergency.
How will you enter my home if I can’t be there?
If a client will not be home for the cleaning, we ask that you provide us with an alternative method of entry: key to their home which we can keep at our office, hide a key on the premises, provide us with a garage code, or leave a door open. Please provide us with your alarm code and instructions if you choose to keep it activated when we arrive.
Can I reschedule or cancel a cleaning?
If you need to change your scheduled cleaning day or cancel, please give us no less than 1 business day before your service date. This will give us the ability to reassign your team to another customer. Any cancellations in less than 1 business day of a prearranged service date are subject to a $60 cancellation fee.
What days are you closed?

Our offices are closed on Saturdays and Sundays. However in case of emergencies we do offer a Saturday cleaning to customer as long as we have available staff. Please note that your regular team may not be available on a Saturday. You may contact us by calling us at 214-887-3415 or emailing us at scheduling@cleannpristine.com. Once you have made your inquiry we will notify you if we can accommodate your request. We are also closed for the holidays on New Year’s Day, Mother’s Day, Memorial Day, Independence Day, Halloween, Thanksgiving, Christmas Eve, Christmas Day and New Year’s Eve. If you have a scheduled cleaning on one of these days, we will contact you ahead of time to reschedule your cleaning to a day close to the holiday that is convenient for you.

What form of payment do you accept?

In order to schedule a cleaning, we require a credit/debit card on file. We accept Visa, MasterCard, Discover, and American Express. For one time or first time customers we process your bill on the same day of service. For any on call returning customers or reoccurring customers on a set schedule you will be billed at the beginning week of each month for the pre booked cleanings on that month. If you decide to change your frequency after you have been billed we will use that credit for the following month or refund your credit card upon request.

For further questions or to discuss an alternative payment method please contact our office at 214-887-3415 or email us at scheduling@cleannpristine.com

Will my price ever change?
Your rate is based on the present state of your home on the day of your estimate, as well as the current cost of goods required to provide you service. (Cost of gas, supplies, etc.). If you add additional services, or you introduce a factor at your home which requires us to allow more time to complete your home based on your needs or the costs of goods to provide you this service has increase we would always inform you in advance before adjusting your rate.
How do I request additional services?
If you would like to add additional services to your scheduled cleaning day, please contact us 24 hours in advance so that we may schedule the extra time needed for your home. Any requests received in less time may not be able to be accommodated. In this case we would schedule an alternative option to complete your request.
What if something goes wrong, how do you handle complaints?
If there is ever a problem or a concern, we ask that you never hesitate to contact us. We ask that you share this information openly, so that we may work with our staff to correct it. We would always provide you with the choice of having us return to correct what was missed. This would be at no cost and we would send you picture evidence of the completion for your review. We don’t guarantee perfection but we guarantee we care enough to hear you and do what is necessary to make it right.
What happens if something beaks in my home?
It’s a sad truth that accidents can be prevented but not eliminated. What’s sadder is that some cleaners will evade or conceal damaged items from their customers. At CNP, we are fully insured for your protection, but more importantly, we go to additional measures to avoid these occurrences. First is our training. Our staff goes through continual training in how to avoid accidents and spot areas where there is a more likeliness for an accident to occur. We also have a no liability policy with our staff. This is a promise made by management to our cleaners that in the event that an item is damaged on property, we will hold no employee liable if they report the incident and participate in our ongoing training. This releases our cleaners from the anxiety and fear brought about from the belief that they will have to pay for the damaged item or by losing their job. What we want customers to know is that we try to avoid accidents but can’t guarantee they will not happen. What we can guarantee is that we are upfront and take responsibility for any damage causes by our Staff.
Will you clean my home if I have a pet?
Yes! The majority of our customers have pets and our staff is accustomed to having pets present during the cleaning. Upon your initial estimate, we will assess if your pet is friendly. A simple meet and greet is all that is necessary. If we feel that the pet may be a threat, we will advise for your pet to be kenneled during our visit. In our experience, we have only had to request a pet to be kenneled twice in 8 years.

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