Question 1

How is pricing calculated?

Accepted Answer

Your price is based on the service you choose and the details you share about your home when you book online. You see your exact price before you confirm.

Question 2

Can the price change after I book?

Accepted Answer

Your booking is based on the information you provide about your home and the service you select. If the actual property conditions, access, or requested scope differ significantly from what was described when you booked, we may need to adjust the scope, time, or price. Providing accurate details when you book helps avoid surprises.

Question 3

When will I be charged?

Accepted Answer

A valid credit or debit card is required when you book. A pre-authorization may be placed before your service to verify funds. Payment is processed on the day of service or within one business day after the service is complete.

Question 4

Do I need to call to book?

Accepted Answer

No. You can choose your service, see your exact price, select an available appointment, and book online in just a few steps. If you prefer to talk with someone, you can contact us directly.

Question 5

How does online booking work?

Accepted Answer

Choose your service, tell us about your home, select an available appointment, and confirm your booking. You’ll see your exact price before you complete the booking.

Question 6

What details should I share when I book?

Accepted Answer

Tell us about your home, including its location, access and parking information, the service you want, and any important details such as pets, occupants, or special conditions. The more accurate the information, the better prepared your cleaning professional will be.

Question 7

Do I need an account?

Accepted Answer

Yes. Your Heritage account keeps your bookings and service information together. New customers can create an account during sign-up, and returning customers can log in to manage their bookings.

Question 8

How do I know which service to book?

Accepted Answer

Choose recurring cleaning if your home is already reasonably maintained and you want ongoing upkeep. Choose a deep clean if your home needs a more thorough reset or hasn’t been professionally cleaned recently. Choose move-in / move-out cleaning when a home is changing occupants.

Question 9

What is recurring cleaning?

Accepted Answer

Recurring cleaning is our standard cleaning service performed on a regular schedule, helping your home stay consistently clean between visits instead of requiring a major reset each time. Available scheduling options are shown when you book.

Question 10

Should I start with a deep clean?

Accepted Answer

If your home hasn’t been professionally cleaned in a while or has built-up grime, a deep clean is often a good place to start. It adds detailed work beyond the standard cleaning checklist, making recurring visits easier to maintain afterward.

Question 11

What is the difference between a standard clean and a deep clean?

Accepted Answer

A deep clean includes everything in a standard clean and adds detailed attention to areas such as baseboards, doors and doorframes, cabinet and drawer exteriors, windowsills and frames, light switches, doorknobs, accessible light fixtures, shower tile grout, and other areas that benefit from a more thorough reset.

Question 12

What does move-in / move-out cleaning include?

Accepted Answer

Move-in / move-out cleaning includes everything in a deep clean, plus additional interior areas such as the inside of the oven and refrigerator, cabinets, drawers, pantry, linen closet, and closet shelves. It is designed for homes between occupants.

Question 13

How should I prepare for a deep clean?

Accepted Answer

Share access, parking, and any areas that need special attention when you book. Please secure pets during the visit and make sure the home is reasonably accessible for cleaning. You do not need to send photos beforehand.

Question 14

Do the utilities need to be on for a move-out clean?

Accepted Answer

Yes. The home needs working electricity, hot and cold running water, and appropriate climate control at the scheduled time. Please confirm utilities and access before booking.

Question 15

What is included in a standard clean?

Accepted Answer

Every standard clean follows a defined checklist covering kitchens, bathrooms, bedrooms, and common areas. Tasks include vacuuming and mopping floors, cleaning counters and sinks, cleaning toilets, showers and tubs, cleaning mirrors, emptying trash, and dusting accessible surfaces. You can see the full checklist before booking.

Question 16

What don’t you clean?

Accepted Answer

Our services do not include exterior windows, windows above standing height, carpet shampooing or steam cleaning, garages, attics or basements, biohazard or hazmat cleanup, pest control, mold or sewage cleanup, repairs, heavy clutter or hoarding cleanup, or moving heavy furniture. We also do not perform work at heights beyond a standard step stool.

Question 17

Do you bring cleaning supplies?

Accepted Answer

Yes. We bring the professional cleaning supplies and equipment needed for your service. If you prefer specific products or brands, you are welcome to provide them and they may be used at your cleaning professional’s discretion.

Question 18

Can I reschedule?

Accepted Answer

Yes. Rescheduling is free when you make the change more than 48 hours before your appointment. Changes within that window may be subject to the fees described in our cancellation policy.

Question 19

What is your cancellation policy?

Accepted Answer

Cancellation or rescheduling more than 48 hours before your appointment is free. Changes 24–48 hours before service carry a $50 fee. Changes less than 24 hours before service, same-day cancellations, and no-shows are charged 50% of the booking amount.

Question 20

What happens if Heritage needs to reschedule?

Accepted Answer

If we need to cancel or reschedule because of circumstances such as a cleaning professional’s illness, weather, or safety concerns, you are not charged and we make reasonable efforts to reschedule your service at no additional cost. Certain events outside anyone’s control may also require rescheduling without a cancellation fee.

Question 21

Do I need to be home during the cleaning?

Accepted Answer

Not necessarily. Your cleaning professional simply needs to be able to enter the home at the scheduled time. You can provide key, lockbox, door, or gate instructions when you book.

Question 22

What needs to be ready at the home?

Accepted Answer

Please make sure the home has working electricity, hot and cold running water, safe climate control, adequate lighting, and reasonably clear walkways. Required utilities and access must be available when your service begins.

Question 23

Are your cleaning professionals background checked and insured?

Accepted Answer

Yes. Heritage’s vetting process includes background checks, interviews, and reference verification. Our cleaning professionals are also required to carry applicable liability insurance, giving you additional peace of mind while we care for your home.

Question 24

Who will be cleaning my home?

Accepted Answer

Heritage matches you with experienced, background-checked cleaning professionals based on your service and appointment. We handle the booking, payments, customer support, and quality follow-up, so you have one place to go from booking through completion.

Question 25

How is my information protected?

Accepted Answer

We share only the information your cleaning professional needs to complete your service, such as your name, contact information, property address, access instructions, and service details. Access information is shared only with the cleaning professional assigned to your service, and customer information is treated as confidential. Payment information is processed through secure payment systems and full card details are not shared with cleaning professionals.

Question 26

Will my cleaner take photos?

Accepted Answer

Your cleaning professional may take before-and-after photos or video of areas of the home to document the condition, verify completed work, support quality assurance, or help resolve service questions. Heritage may also use photos that do not identify you, your home, or its occupants for business promotion.

Question 27

What if I’m not happy with my clean?

Accepted Answer

We want you to be happy with the result. If something doesn’t meet your expectations, let us know promptly and we’ll work with you to make it right under our satisfaction guarantee. Certain services may qualify for a complimentary re-clean when reported within the applicable timeframe. See our Terms of Service for the complete satisfaction guarantee.

Question 28

Can my pets be home during the cleaning?

Accepted Answer

Yes. Pets can generally remain in the home, but for everyone’s safety we ask that they be secured, crated, or kept in a separate area while your home is being cleaned. Please mention pets when you book.

Question 29

Can children be home during the cleaning?

Accepted Answer

Yes, but children should be supervised by a responsible adult during the visit.

Question 30

Which areas do you serve?

Accepted Answer

We currently serve homes in Orange County, California, including Irvine, Newport Beach, Yorba Linda, Villa Park, and Anaheim Hills. If you’re elsewhere in Orange County, you can contact us to check availability.

Frequently Asked Questions

Pricing and payment