FREQUENTLY ASKED QUESTIONS
1. What's the difference between Zen Clean and Zen Reset?
Zen Clean is our premium maintenance service for homes that are already in good shape and just need consistent, reliable upkeep. It's perfect for weekly, bi-weekly, or monthly visits and works best when your home has been professionally cleaned within the last 60 days and is in normal "lived-in" condition.
Zen Reset is our project-level service for homes that need a major refresh before maintenance can be efficient. We recommend Zen Reset when:
• Your last professional clean was more than 60 days ago
• You're doing a move-in or move-out
• There's heavy buildup (grease, soap scum, hard water, dust accumulation)
• You've had recent construction or renovation
Think of Zen Reset as bringing your home up to a true maintenance standard, so Zen Clean can realistically keep it that way going forward.
2. How do you determine the price?
We use flat-rate, all-in pricing—no hourly guessing or surprise add-ons.
Your quote is based on:
• Home details: Bedrooms, bathrooms, approximate size, and layout
• Neighborhood tier: Your ZIP code helps us understand the local market
• Condition level: Time since last professional clean, visible buildup, pets, kids, lifestyle factors
• Travel zone: Distance from our base and expected parking difficulty
We price using real Chicago business costs: living wages for W-2 employees, insurance, parking, and overhead. You'll always see a single, clear price before you approve anything—no hidden fees, no hourly surprises.
3. What if my home is in worse condition than I described?
Honesty up front saves everyone time and money. If our team arrives and finds conditions significantly different than described—for example:
• Heavy grease, soap scum, or hard water buildup
• Post-construction dust that wasn't mentioned
• Excessive clutter blocking surfaces
• Significant pet mess or strong odors
• Extra rooms or areas not listed
Here's what we'll do:
1. Pause work
2. Document what we see (notes/photos)
3. Contact you to discuss options
Your options may include:
• Reclassifying the visit to a Zen Reset at project pricing
• Adjusting the flat rate to match the actual scope
• Focusing only on priority areas (e.g., kitchen + main bath) within the original budget
We never proceed with extra work or extra charges without your approval first.
Please note: If you decline all revised options after we've already traveled to your home, a minimum trip/service charge of $85 may apply.
4. Do you offer recurring discounts?
Yes! Once your home is in maintenance-ready condition and eligible for Zen Clean, recurring clients receive:
• Weekly service: 15% discount off the one-time rate
• Bi-weekly service: 10% discount off the one-time rate
• Monthly service: 5% discount off the one-time rate
Important notes:
• Discounts apply to the base Zen Clean service only (not add-ons or hazard fees)
• Discounts may be adjusted or removed if visit frequency changes significantly or if the home slips out of maintenance condition
5. What is your cancellation policy?
We require at least 48 hours' notice to cancel or reschedule without penalty.
Because we reserve dedicated technician time for your appointment:
• Deposits are required for first-time services, Zen Reset projects, and larger jobs
• For Zen Reset jobs over $1,000, a 50% deposit is required
Your deposit may be forfeited if you:
• Cancel or reschedule with less than 48 hours' notice
• We arrive but cannot access the property (lockout)
• Decline necessary reclassification or price adjustment after we've already traveled and assessed the job
Lockouts, late cancellations, and declined reclassifications may also be subject to a minimum $85 fee (in addition to any deposit forfeiture), as detailed in our Terms & Conditions.
6. Do I need to be home during the cleaning?
No, you don't have to be home—most of our clients aren't!
Most clients provide:
A door code
A lockbox or smart lock access
Building or concierge access arrangements (for high-rises)
We just need:
Safe, reliable entry during your scheduled window
Clear instructions for any building-specific requirements (elevators, parking, check-ins, etc.)
If we can't access your home after a reasonable wait and attempts to contact you, it may be treated as a lockout (see cancellation policy above).
7. What if I'm not satisfied with part of the clean?
Your satisfaction matters to us, and we stand behind our work.
If something within the agreed-upon scope was missed:
2. Within 24 hours of your service
3. Include photos and a brief description of the concern
For valid issues within the original scope, we will:
• Return to re-clean the specific area at no additional labor cost, or
• Offer a reasonable credit toward a future visit if a re-clean isn't practical
Please note: Re-cleans cover missed items from the original scope, not new messes created after our team leaves.
8. Who do I contact about invoices, deposits, or payment questions?
For anything related to billing, deposits, or payment, please contact:
Please include:
• Your name
• Service address
• Invoice or quote number (if available)
9. What areas do you serve?
We serve Chicago and select nearby suburbs.
Service availability and pricing depend on:
• Travel distance from our base (Travel Zones A–D)
• Parking difficulty and building access requirements
Travel zones are calculated as straight-line distance from our operations base:
Zone Distance Surcharge
Zone A 0–5 miles +$10 per job
Zone B 5–10 miles +$25 per job
Zone C 10–15 miles +$40 per job
Zone D 15+ miles Only by custom quote
When you request a quote, just enter your address and we'll confirm:
• Whether we service your area
• Which travel zone and neighborhood tier apply to you
10. Are your products eco-friendly?
Yes—and if that's important to you, we're happy to accommodate!
By default, we use professional-grade, effective cleaning products suitable for most homes. If you prefer:
• Eco-friendly products
• Low-scent options
• Hypoallergenic alternatives
Just let us know when booking or in your intake form. We'll document this as a preference and use appropriate products whenever possible.
There's no extra charge for eco-friendly product choices. However, for very heavy buildup or stubborn stains, we may need to discuss product limitations with you in advance to set realistic expectations.
11. How long will my cleaning take?
Zen Clean (maintenance) typically takes:
• 1–2-bedroom homes: 2–3.5 hours with one technician
• 3–4-bedroom homes: 3–4.5 hours with one technician
Zen Reset (projects) typically take:
• Small (1–2 bedrooms): 4.5 hours with two technicians
• Medium (2–3 bedrooms): 6.5 hours with two technicians
• Large (3–4 bedrooms): 8.5 hours with two technicians
Because we use flat-rate pricing, you pay the same whether we finish a bit early or need the full estimated time. We'll provide a time estimate with every quote so you know what to expect.
12. Are your technicians insured and background checked?
Absolutely. All our technicians are:
• W-2 employees (not contractors)
• Background checked before hiring
• Fully insured with liability coverage
• Trained on our detailed checklists and safety protocols
• Paid living wages
Your home and our team are both protected. We're fully licensed and insured to operate in Chicago, and we take safety and security seriously.
13. What's NOT included in your cleaning?
We focus on standard residential cleaning. We don't provide:
• Pest control or extermination
• Mold remediation
• Hoarding cleanup or junk removal
• Construction debris removal
• Carpet shampooing or steam cleaning (beyond vacuuming)
• Exterior window cleaning
• Moving heavy furniture or appliances
• Professional organizing services
See our full Terms & Conditions for complete details on service scope and limitations.
Still have questions?
We're here to help! Feel free to:
We'll be happy to answer any questions and help you find the perfect cleaning solution for your home.