Frequently Asked Questions

Have Questions? We Have Answers.

Keys and Alarm Systems

Many customers provide us with a copy of the key to their home, and we take extreme measures to protect each key. Each key is locked in our key safe box. We do not return keys by mail. Keys must be picked up by the client who’s name is on file. No one except the client who’s name is file can pick up this key. The client must present a picture ID before a key will be released.

If you have an alarm system at your home you can give instructions on its operation to Busted Knuckles. However, we prefer that your alarm be left off on the day of the cleaning.

Can My Pets Be Home During The Clean?

We are pet-friendly but appreciate the client’s help in making sure pets are secured and safe on cleaning days. Our office should be made aware of any special requirements in safeguarding your pet(s).For health reasons our staff is trained to leave certain items and/or areas untouched; pet homes/beds, litter boxes, vomit, and/or fecal matter. Our teams are advised to clean around these areas. If a pet has an accident, it will be the owner’s responsibility to clean it up.

Will the Same Technician Clean My House Every Time?

We always try to send the same Cleaning Technician.  Sometimes this is impossible due to sickness or being short-staffed.  Please be patient with us during these times.  We want nothing but your happiness. 

In instances of system technical difficulties, there may be an issue with calendar scheduling. If you notice that something seems a miss with your appointment please contact the office ASAP! 

Taking Breaks While Cleaning

In order for our staff to maintain energy throughout the day they will need to take two 15 minute breaks or one 30 minute lunch halfway through cleaning your home (If your home takes 6 hours or longer). Please let us know if you would like them not to leave your home during this time or how you would like your home secured while they leave for the lunch. These breaks and lunches will not count against your service time. 

Arrival Window For Showing Up

Due to some circumstances out of our control i.e. traffic, going overtime in previous jobs, mandatory breaks, Busted Knuckles Cleaning has a 1.5-hour arrival window from your scheduled start time. This is to ensure the staff has the ability to give quality service to each and every client and follow all safety protocols.  This also is to maintain energy to keep them going throughout the day.

WoMen Hours VS Actual Hours

We work in a small team of one to two-member teams. If the home is bigger than 3,000 square feet then we might send a third member to assist. 

If one team member comes to your home and works from 8am-5pm with an hour lunch, that Technician worked 8 women-hours and 8 actually hours.  

If a team of two members comes to your home and works from 8am-5pm with an hour lunch, then the total women hours worked is 16 hours with 8 actually hours.

If a team of three members comes to your home and works from 8am-5pm with an hour lunch, then the total women hours worked is 24 hours with 8 actually hours. 

Only an Estimate: Final Price Based on Your Accumulation

Some cleans will take longer than the original quoted price. The final charge will be the actual hours the Beautification Technician(s) physically worked.

Sometimes just because the first layer of accumulation looks like it wouldn’t take that long does not mean that scrubbing will not take longer. Sometimes there is a second or third layer of accumulation hiding under that first layer. 

Busted Knuckle Cleaning works by the hour.  If we let you, the owner knows that it’s going to take longer than normal and you say okay we are assuming you’re okay with us going longer.  This means your price will be different than the original price.  

Refund Policy

Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want our customers to be 100% satisfied with our services! We offer a Guarantee on all our services, if a task was not completed to your satisfaction or was missed during our visit simply contact the office within 24 hours and we will return to your home and re-clean the area or task with which you were dissatisfied at no additional cost to you.

Our 24-Hour Guarantee

Our Clients satisfaction is guaranteed. If you are not completely satisfied with any part of the service we will return to their home to re-clean the area within 24-hours. You will contact the office as soon as possible during our normal business hours.

Guarantee

Our Clients satisfaction is guaranteed. If you are not completely satisfied with any part of the service we will return to their home to re-clean the area within 24-hours. You will contact the office as soon as possible during our normal business hours.

Only an Estimate: Final Price based on your accumulation

Some cleans will take longer than the original quoted price. The final charge will be the actually hours the Beautification Technician(s) physically worked.

Sometimes just because the first layer of accumulation looks like it wouldn’t take that long does not mean that scrubbing will not take longer. Sometimes there is a second or third layer of accumulation hiding under that first layer. 

Busted Knuckle Cleaning works by the hour.  If we let you, the owner know that it’s going to take longer than normal and you say okay we are assuming you’re okay with us going longer.  This means your price will be different than the original price.  

WoMen Hours VS Actual Hours

We work in a small team of one to two member teams. If the home is bigger than 3,000 square feet then we might send a third member to assist. 

If one team member comes to your home and works from 8am-5pm with a hour lunch, that Technician worked 8 women-hours and 8 actually hours.  

If a team of two members comes to your home and works from 8am-5pm with an hour lunch, then the total women hours worked is 16 hours with 8 actually hours.

If a team of three members comes to your home and works from 8am-5pm with an hour lunch, then the total women hours worked is 24 hours with 8 actually hours. 

Beautification Cleaning

Please see “Services” for more information regarding our standards of cleaning. 

Arrival Window

Due to some circumstances out of our control i.e. traffic, going over time in previous jobs, mandatory breaks, Busted Knuckles Cleaning has a 1.5-hour arrival window from your scheduled start time. This is to ensure the staff has the ability to give quality service to each and every client and follow all safety protocols.  This also is to maintain energy to keep them going throughout the day.

Our Staff & Office

In order for our staff to maintain energy throughout the day they will need to take two 15 minute breaks or one 30 minute lunch half way through cleaning your home (If your home takes 6 hours or longer). Please let us know if you would like them not to leave your home during this time or how you would like your home secured while they leave for lunch. These breaks and lunches will not count against your service time. 

We always try to send the same Cleaning Technician.  Sometimes this is impossible due to sickness or being short staffed.  Please be patient with us during these times.  We want nothing but your happiness. 

In instances of system technical difficulties there may be an issue with calendar scheduling. If you notice that something seems a miss with your appointment please contact the office ASAP! 

Pets

We are pet friendly but appreciate the client’s help in making sure pets are secured and safe on cleaning days. Our office should be made aware of any special requirements in safeguarding your pet(s).For health reasons our staff is trained to leave certain items and/or areas untouched; pet homes/beds, litter boxes, vomit, and/or fecal matter. Our teams are advised to clean around these areas. If a pet has an accident, it will be the owners responsibility to clean it up.

Keys and Alarm Systems

Many customers provide us with a copy of the key to their home, and we take extreme measures to protect each key. Each key is locked in our key safe box. We do not return keys by mail. Keys must be picked up by the client who’s name is on file. No one except the client who’s name is file can pick up this key. The client must present a picture ID before a key will be released.

If you have an alarm system at your home you can give instructions on its operation to Busted Knuckles. However, we prefer that your alarm be left off on the day of the cleaning.

Payments

Payments are due in full upon completion of service. ALL clients must have a card on file no matter if paying with check or cash is preferred. Your card will be charged automatically on the scheduled day of service. If you prefer to pay with cash or check please let management know.

Upon Arrival: If no one is home upon our arrival and there is no payment left behind, we will charge the card on file. If the card on file is declined we will have to reschedule the appointment.

Tipping

Tipping: Busted Knuckles Cleaning never requires you to tip, but it is a wonderful way to say thanks to your Beautification Technician. Just leave your tip with your payment and management will make sure that the money is distributed properly. Even leaving your Technician a note of appreciation means so much to them.

Refunds

Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want our customers to be 100% satisfied with our services! We offer a Guarantee on all our services, if a task was not completed to your satisfaction or was missed during our visit simply contact the office within 24 hours and we will return to your home and re-clean the area or task with which you were dissatisfied at no additional cost to you.

Before & After Photos

Pictures are mandatory to be taken before and after the clean to insure the quality and credibility of service that is provided to each and everyone of our staff members. 

Cancellations/Rescheduling

We require at least 2 business days notice for the cancellation and or rescheduling of any scheduled appointment. In the event of cancellation or rescheduling with less than 2 business days notice, a cancellation fee of $50 will be assessed. We are very strict on our cancellation/rescheduling policy, please honor it.

Tardy

Many things can affect our schedules, such as cancellations, lockouts etc. If we happen to be running late to an appointment the Cleaning Technician will contact the client as soon as possible and provide them with a new expected time of arrival

Lifting, Climbing, and Bending

Our employees are very important to us, and we are determined to keep them safe, so they do not climb higher than a 3ft 2-step ladder, move or lift items heavier than 20 lbs, or clean floors on their hands and knees with the exception of bathroom floors.  These types of activities put our cleaning staff in danger of a back injury or could even damage something in your home. However there might be times when you want us to move furniture for example; tables, large chairs, etc. in these cases we are not responsible for; their breakage due to aged/old or faulty manufacturing nor are we responsible for any damage moving these items may cause to your floor. The cleaner will not move furniture that contain electronics. The cleaning team will not pull out any appliances (for example a stove, fridge, washer/dryer) however if moved prior to the cleaning visit to allow access we would be more than happy to clean the exposed areas. We do ask that you place the appliances back into its proper place as well.

Breakage

Busted Knuckles Cleaning is bonded and insured. Notification of Breakage must be made within 48 hours of service.

Supplies

Busted Knuckles Cleaning brings their own supplies. However, if you own products that we do not have and you would like to have used, we are more than happy to accommodate your request.

Solicitation of Staff

By using our services, you agree not to solicit for hire any staff member introduced to you by Busted Knuckles Cleaning for any home-related service. If you are found to have solicited one of our staff, please be advised that our referral fee is $3500 per staff member. In addition, the technician solicited will be terminated immediately, as they will also be in breach of their own signed non-compete and non-solicitation agreement with Busted Knuckles Cleaning.


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