Frequently Asked Questions | Highnote Cleaning

Questions about house cleaning

What areas do you service?

We provide services in the greater Nashville and Murfreesboro area, including Oak Hill, Brentwood, Nolensville, Franklin, Thompson’s Station, 12 South, Sylvan Park, Downtown, Murfreesboro, Wedgewood, Forest Hills, College Grove and all surrounding areas. If you are unsure if we service your area, please text or call us at 629-253-2200. You can book your cleaning services 24 hours a day on our booking page.

Can I request special tasks or extras?‍

You bet! You’ll find the extra services we offer on our booking page. If there are any special instructions, please let us know in the area provided.

How often should I have my home professionally cleaned?

Most homes do best with biweekly cleaning. It keeps the house consistently under control without feeling like overkill. Weekly cleaning is best for busy households, families with kids, pet owners, allergy-sensitive homes, or anyone who wants the house to feel reset every week. Monthly cleaning can work for smaller homes, lighter-use spaces, or people who stay fairly tidy between visits.

Just know that monthly cleans usually take longer because there is more buildup between appointments. For most clients, we recommend starting with a First Time Clean to reset the home, then choosing the recurring schedule that fits your lifestyle: weekly, biweekly, semi-monthly (every 3 weeks), or monthly. You can book your cleaning services 24 hours a day on our booking page.

I only need specific areas of my home cleaned. Can I book a shorter cleaning session?

We offer a flexible hourly booking option for clients who need specific areas cleaned. While our standard packages are designed for comprehensive home cleaning based on the total size of your home, we understand that some clients may have unique needs.

For these situations, you must book a minimum of 3 hours. This allows our cleaners to focus on your priority areas while ensuring we maintain high standards for our services. You can book your hourly cleaning services 24 hours a day on our booking page.

How should I book my cleaning service if I only want specific rooms cleaned?

It’s important to book the cleaning service based on the total size of your home, not just the rooms you want cleaned. Opting for a cleaning service for specific rooms only is possible. However, even if you don’t want certain bedrooms cleaned, the common areas such as the kitchen, living room, hallways, and bathrooms still require significant time and effort to clean.

Booking a package that matches the actual size of your home ensures our cleaners are prepared. They are allocated sufficient time to provide a thorough and high-quality clean. This approach helps us maintain our cleaning services standards. It also keeps our cleaners satisfied with their work schedules. We offer a flexible hourly booking option for clients who need specific areas cleaned. While our standard packages are designed for comprehensive home cleaning based on the total size of your home, we understand that some clients may have unique needs.

In cases where you require cleaning service for specific rooms only, you must book a minimum of 3 hours. This allows our cleaners to focus on your priority areas while ensuring we maintain high service standards. You can book your cleaning services 24 hours a day on our booking page. For those preferring a cleaning service for specific rooms only, we are happy to accommodate.

How much does house cleaning cost?

We price based on the home size and number of bathrooms. Enter your home size and the number of bathrooms and the price is shown instantly on our booking page. We pride ourselves on transparent pricing upfront.

Do you bring your own cleaning supplies?

Yes, we provide all cleaning supplies, products and equipment, unless there is a specific request for a certain service. You can book your cleaning services 24 hours a day on our booking page.

What is your satisfaction guarantee?

If you’re not happy with any area we cleaned, call us within 24 hours and we’ll come back to fix it at no charge. Your satisfaction is our top priority.

What areas do you serve?

We currently serve the greater Nashille area including Oak Hill, Brentwood, Franklin, Nolensville, Thompson’s Station, Murfreesboro, 12 South, Downtown, Forest Hills, College Grove, and the rest of Davidson, Williamson, and Rutherford counties.

If you are unsure if we can service your neighborhood, please contact us! You can book your cleaning services 24 hours a day on our booking page.

How do I book a cleaning?

Just access our booking page on our website to book your cleaning service. Select your service and home size, pick a date and time, and enter your details. The whole process takes about 60 seconds! You’ll receive a confirmation email immediately.

How do I pay?

We accept all major credit and debit cards. A hold is placed on your card to secure your booking, and payment is processed securely online after your cleaning is complete. We never charge your card until the job is done.

Do you offer long-term contracts for cleaning services?

At Highnote Cleaning, we prioritize flexibility and transparency for our cleaning services. We do not engage in long-term contracts. Instead, we offer easy online booking with transparent pricing, allowing you to select the services you need and see the costs upfront. This approach ensures that both our clients and cleaners have the freedom to adapt to changing needs. You can book your cleaning services 24 hours a day on our booking page.

My house is undergoing renovations, but I only need a standard cleaning service. Why do I need to book a post-construction clean?

During renovations, fine dust and debris can accumulate, which standard cleaning services do not typically cover. A post-construction clean is essential to remove this dust and debris, ensuring a thorough and deep clean of your home. Once the initial post-construction clean is completed, we can seamlessly transition to the bi-weekly maintenance cleaning you need.

This approach helps us provide the highest quality of service and avoid any issues with incomplete cleaning due to renovation dust. Please contact us by email at support@highnotecleaning.com or text/phone us at 629-253-2200 to discuss. You can book your cleaning services 24 hours a day on our booking page.

Why do I need to book the cleaning service based on the actual size of my house?

It is important to book the cleaning service that matches the actual size and needs of your home. This ensures our cleaners are prepared and allocated sufficient time to clean your entire home effectively. When additional rooms are added upon the cleaner’s arrival, it can lead to incomplete cleaning and disrupt our schedule.

Accurate bookings allow us to provide consistent, thorough, and reliable service during each visit. If you need to update your booking to reflect the actual number of rooms and bathrooms in your house, please contact us for assistance. You can book your cleaning services 24 hours a day on our booking page.

Services We Do Not Provide

Our cleaners do their absolute best to provide exceptional service, but there are certain things that we cannot offer/guarantee. Liability, safety, and the highest quality are considered at all times. If you are unsure about your cleaning or an item below, please call us to discuss! That said, the following are services that we do not provide:

• We cannot perform services while other services are being performed in or around the home (plumbing, painting, construction, etc.)
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• No lifting or moving of heavy items (refrigerator, stove, tables, etc.)

• No moving vases, hung pictures, or other delicate items.
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• We are happy to load your dishwasher, but cannot replace dishes in cupboards once complete. We don’t want to break anything.
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• Cleaning any item or area that cannot be safely reached using telescopic cleaning tools and a step stool.
Removing excessive pet hair from upholstery.

• Cleaning exterior windows.

• Cleaning Mini Blinds. Our cleaners are happy to dust horizontal metal or plastic mini blinds, but we have found that they are easily bent or damaged if anything beyond dusting is attempted.

• Removing strong odors (mold, animal waste, smoke, etc.) Again, we will do our best.

• Cleaning inside dishwashers and washing machines.

• Cleaning light bulbs.

• Cleaning rodent/insect infested homes.

• Removing excess paint from surfaces.

• Deep carpet/floor cleaning (steam cleaning, polishing, waxing, etc.)

• Heavy marks/stains on walls, baseboards, other painted surfaces. We don’t want to potentially damage your paint!

You can book your cleaning services 24 hours a day on our booking page.

How many cleaners do you send?

For one, two and three bedroom homes, we send a single cleaner. For large home with four bedrooms or more, we typically send a team of two, although recurring cleaning services may only need one.

In a hurry? Let us know and we’ll see what we can do! You can book your cleaning services 24 hours a day on our booking page.

What are your hours?

Our customer service team is available to serve you 8:00 am – 8:00 pm, Monday – Sunday. You can book your cleaning services 24 hours a day on our booking page.

What are your Terms and Conditions?

Visit our Terms and Conditions page.

Do I need to be home during the cleaning?

Not at all. Many of our customers provide us with a key or door code. Your home is always treated with the utmost care and respect whether you’re there or not.

What if I need to cancel or reschedule?

No worries! You can either email us at support@highnotecleaning.com or call/text us at 629-253-2200 and we will take care of everything. For existing clients, you can also manage your booking in your client portal. Please give us 24 hours notice, otherwise, a cancellation fee of $79 will apply.

Can I trust my cleaning professional?

All of our team members are interviewed by the owners and pass a criminal record check. We believe our team is our greatest asset, and therefore have very high standards. Only about 10% of those that apply end up working as a Highnote Cleaning cleaner.

What is your refund policy?

If something is not done to your expectations, please let us know within 24 hours. We’ll send a team out to make it right (within a 7-day window).

How is my billing information kept safe and secure?

The majority of our bookings are made online, so we take securing your billing information very, very seriously. Our booking page is protected by extended validation SSL. Our booking form has it’s own layer of 256 bit security.

Credit card transactions are processed by Stripe, which has its own 256 security protocol. Additionally, our system does not store your credit card number, only a token that allows us to charge the card when the service is complete.

Do your crew members go through criminal background checks?

Yes, they do. We require a criminal record check on all of our applicants as the last step in our pre-screening process.

What’s included in a standard clean?

First time clients who haven’t had their home cleaned professionally within the last month will need to add the First Time Clean option in the Extras section in order to give our crew members the time they need to achieve the high-quality results we’re known for.

Once that’s complete, our Standard Clean is the perfect choice for weekly/biweekly/monthly cleaning services moving forward! Otherwise, we cannot guarantee the level of service. Visit our Cleaning Checklist page for a full breakdown of all services.

What is a First Time Clean?

First-time clients who haven’t had their home cleaned professionally within the last month will need to add the First Time Clean option in the Extras section in order to give our crew members the time they need to achieve the high-quality results we’re known for.

Once that’s complete, our Standard Clean is the perfect choice for weekly/biweekly/monthly cleaning services moving forward! Visit our Cleaning Checklist page for a full breakdown of all services.

What’s included in a Move In/Move Out Clean?

Our Move In/Move Out option delivers a thorough cleaning to prepare the home for you or the new family moving in! Please ensure that the home is empty prior to our cleaning service and that there are no other people (movers, tradespeople etc) working in the space. And we will need electricity and water! If water or electricity is not available at the time we arrive for cleaning, a cancellation fee may apply to accommodate our cleaners for their time.

Please note, if the home is particularly dirty, we may need to add the First Time Clean service to your cleaning in order to give our cleaners time to complete their work. Visit our Cleaning Checklist page for a full breakdown of all services.

Can I book organizing help by the hour?

Sometimes a garage, a closet, or an entire room can get a little out of control and leave you feeling overwhelmed and unsure of where to even start. Our organizers will help you get things back in order. We have a three hour minimum and can stay as long as it takes to put things right.

Give us a call or drop us an email and we can discuss your needs! You can book your cleaning and organization services 24 hours a day on our booking page.

What home concierge services do you offer?

Out of town and want to come home to a fridge fully stocked by someone you trust? Need someone to pick up your dry cleaning or other necessities? Our home concierge services are like a personal assistant you can book by the hour! Minimum 2 hours. You can book your cleaning and concierge services 24 hours a day on our booking page.

Company

Highnote Cleaning brings a modern, caring approach to home cleaning. Booking is easy, communication is clear, and our service is dependable. We want coming home to feel good.