FAQ | Once Upon a Shine

Frequently Asked Questions

What types of properties do you clean?

Residential, commercial, offices, AirBnB's, laundrymats - we do it all!

What areas do you service?

We service Jackson Country and the surrounding areas.

Is Once Upon a Shine a franchise?

No! We are a locally owned small business!

How long have you been in business?

We've been cleaning our whole lives, but opened our business in October of 2023.

How far in advance do I need to book a cleaning appointment?

To ensure the best option for your scheduling needs we suggest booking as far in advance as possible, ESPECIALLY in the summer! The best option is to be placed on our reoccurring cleaning schedule.

Do you offer one-time or recurring cleaning services?

We offer both!

What if I only want a few specific items or specific rooms cleaned?

What we clean is entirely up to you! Our packages can be customized to fit your needs!

What is your cancellation policy?

Life happens, we get it. If you think you won't be able to keep your scheduled appointment, please notify us as soon as possible so we can try to fill your spot and get you rescheduled!

What if something gets broken or damaged?

Once Upon a Shine realizes the nature of cleaning requires our staff to touch virtually all items within one’s home or office. If something is accidentally broken during a cleaning, we will communicate this with you immediately to discuss the right course of action.

Identical replacement or repair is always attempted first, if monetary compensation is required, we will request the amount be bartered in cleaning if possible or we will figure something else out with you. Once Upon A Shine is not responsible for damage due to faulty or improper installation of items. Please inform us if any items in your home require this type of attention.

Examples would be broken or improperly installed blinds, tiles, curtain rods, loose carpet, etc. The most tragic form of damage is that of something irreplaceable either monetary or sentimentally valued. The safest way to protect these items is to store them away on the cleaning day, or instruct us not to clean such items.

What should I plan to pay for my cleaning?

The cost of your cleaning depends on several things, like the size of your home, the condition that it's in, the type of flooring you have, etc. Because of all the variables, it's hard to determine exactly how much your cleaning will cost. We do offer options for people on a budget!

When am I charged for my cleaning?

Payment is due by the end of the business day your cleaning is completed unless otherwise discussed.

What forms of payment do you accept for your services?

We offer a wide variety of payment forms including cash, Venmo, Zelle, CashApp, and an easy link option straight from your invoice where you can pay by card.

Do you offer any discounts?

We try to keep our prices low and affordable for everyone. As of right now, we only offer discounts to senior citizens and working parents. We do run specials from time to time, so be sure to follow our Facebook page!

Who provides the cleaning supplies?

We provide all of the cleaning supplies unless there are specific cleaning supplies you would prefer our cleaners use.

What if I'm not satisfied with my cleaning?

PLEASE, tell us! We're human and we make mistakes, but we want you to be satisfied with your clean.

How many cleaners will be at my home?

Our hourly prices are per cleaner, so that's really up to you!

Will I have the same cleaner every time?

Yes, unless previously discussed we send the same cleaner every time.

Do I tip my cleaner?

Tips are not required but greatly appreciated as we aim to keep our prices as low as possible.

Does someone have to be home for my cleaning?

We don't require someone to be present, but you're more than welcome to be home during the cleaning! We don't mind a good chat while we clean.

How do I prepare for my cleaning?

To prepare for your cleaning, good communication is key! Please declutter and organize the space as much as possible before our arrival. This allows us to focus on the cleaning itself. Let us know about any specific needs, preferences, or areas of concern you may have. We're happy to answer any questions you have about preparing for your appointment.

How do you handle pets during the cleaning process?

As fur moms ourselves we don't mind the friendly furry companions, but we completely understand the owner knows best, so we leave this decision up to you.

Do you offer Gift Certificates?

Yes! Contact us to purchase one today!

How can I claim my Gift Certificate?

Gift certificates can be mailed or picked up from us directly! Other arrangements can be made if these options don't work for you.

Do the Gift Certificates have an expiration date?

Yes. Gift Certificates expire 3 years after issue date.

Are my Gift Certificates refundable or transferable?

Gift Certificates are non-refundable, however, they may be gifted/transferred for special circumstances.