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Help & FAQs
General Information
Do you service my area? Expand
We served the following areas:
Proudly serving: Baltimore City, Towson, Timonium, Ellicott City, Columbia, Pasadena, White Marsh, Middle River, Parkville and Severna Park and surrounding areas
If you don’t find your city here, please call us at 443-759-5009.
How do I book my first appointment? Expand
By clicking the “Get a quote” button you get an instant price and booking option online. But, if you prefer it, you can call us at 443-759-5009 and one of our employees will gladly tell you all about our services.
Do you offer green or eco-friendly cleaning? Expand
Many of our cleaning products are green cleaning products, but, if these gentle liquids aren’t enough to do the job, we will use stronger, non-green ones. Please let us know if you would like to limit our products to green only.
What makes Kelly Green Club different from the competition? Expand
We are extremely professional, punctual, organized. Our promise is to offer an amazing customer service, therefore, we are committed to it as we always put our clients first. We will be more than happy to answer any questions that you may have. We never push you to use our services but rather we are more than happy to help out where we can.
Should I tip my cleaners? Expand
While tips are not required, you can always tip your cleaner in cash, at the time of the cleaner.
Pricing & Policies
The price of your standard cleaning will vary depending on the square footage of your home (precisely, the part of your home that will be cleaned). If you want an accurate quote call our office at 443-759-5009.
When does the charge occur? Expand
When you pay by credit or debit card, the charge occurs at the completion of your cleaning service.
Do you offer discounts or coupons? Expand
Yes we do! Often, our new clients receive monthly discounts and occasionally we send emails that contain discounted cleanings.
What is your refund policy? Expand
Generally we don’t offer refunds. Our commitment is to do the job right the first time or to provide a second visit at no charge if we missed anything.
What do you mean with “100% satisfaction guarantee”? Expand
Always expect quality work from us. If you are dissatisfied with the results, call us within the next 24 hours and we will fix things up.
Why is my discount code not working? Expand
Call our office at 443-759-5009 if you have problems submitting your discount code.
What forms of payment do you accept? Expand
We accept cash, checks, and all major credit and debit cards. Payment is always due at time of service, unless you make arrangements otherwise.
Gift Certificates
How do I redeem my gift certificate? Expand
Schedule your cleaning service online and use the gift certificate code in the discount field. Or, if you want further help you can call our office at 443-759-5009.
Are gift certificates transferable or refundable? Expand
Anyone can use a gift certificate just by placing the code in the discount field, so that means that you can re-gift it or transfer it. However, due to the nature of the gift certificate, we are unable to do a refund.
My Service
Do I have to be at home during my cleaning? Expand
Being at home it’s not necessary. Before your service, you can tell us how our cleaners can enter your residence. Most clients leave a key under the mat, in a lockbox, or provide an entry code. Our team is trustworthy and professional; remember that each one of our employees has been background checked and is insured and bonded.
Do you bring your own cleaning supplies? Expand
Yes. We use our own products and equipment. If you have any special products you would like us to use, don’t hesitate to let us know.
Can I add special tasks to my service? Expand
We are always willing to customize your cleaning in order to meet all your unique needs and budget. Please note that there might be some extra charges.
How do I reschedule or cancel my cleaning service? Expand
Please note that a $40 cancellation fee will apply to last minute cancellations. If you wish to cancel or reschedule your appointment, a 24 hours’ notice is required to avoid this fee.
What happens if something goes wrong during my cleaning service? Expand
Please contact us at 443-759-5009 to report any problem with your service. We cover two major fields:
QUALITY: if you’re not happy with the results of your cleaning service, please call us within 24 hours and we will make arrangements to come back and fix things up for you.
BREAKAGE: Our cleaners are very careful in every cleaning service and treat with delicacy and respect our clients’ belongings. However, accidents can happen. We will inform you immediately and cover the damage after the value is verified.
Is there any cleaning task you won’t do? Expand
For the safety and well-being of our employees, there are certain cleaning tasks we won’t do:
- Move or lift anything over 15 lbs
- Step higher than two steps on a step stool
- Remove high levels of trash or debris
- Clean up animal waste
- Clean hard to reach or high areas
- Wipe bulbs and glass fixtures
- Clean chandeliers
- Wash exterior windows
- Clean garages
Will I get the same cleaner every time? Expand
We always consider sending a requested cleaner to our clients. However, there will be times when one of our team members is sick or on vacation and a substitute will be required. Please remember that all of our cleaners are highly-trained and background checked.
Trust & Safety
Are the cleaners trustworthy? Expand
All of our employees passed a strict selection process, when we checked their background and references to assure our clients they are trustworthy and without criminal records. However, if you want to be extra careful, we encourage our clients to put away their valuable possessions while our team cleans. And of course, all our cleaners are insured and bonded.
What happens if something goes wrong during my cleaning service? Expand
Please contact us at 443-759-5009 to report any problem with your service. We cover two major fields:
QUALITY: if you’re not happy with the results of your cleaning service, please call us within 24 hours and we will make arrangements to come back and fix things up for you.
Breakage: Our cleaners are very careful in every cleaning service and treat with delicacy and respect our clients’ belongings. However, accidents can happen. We will inform you immediately and cover the damage after the value is verified.
Do your cleaning professionals go through a background check? Expand
All of our employees passed a strict selection process, when we checked their background and references to assure our clients they are trustworthy and without criminal records. However, if you want to be extra careful, we encourage our clients to put away their valuable possessions while our team cleans.
Are you insured and bonded? Expand
Yes we do. All cleaners are insured and bonded. We take the security of your home very seriously.
Is my billing information safe on your website? Expand
All your billing information is kept safe and secure. All numbers but the last four are blacked out and encrypted.
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