Help Page - That's Clean Maids

Help Category

How Clean Maids Works
Account & BookingManagement
Payments, Charges & Credits
Issue with a Professional
Support for Pros

Need help? Click here to email us — For urgent issues, we aim to respond within minutes.

You can also write to us at: Attn: Customer Service, Thats Clean Maids. 17823 Dappled Walk Way Cypress Tx 77429

Suggested Topics

Request a Professional-image

Request a Professional

Booking a professional cleaning has never been easier. Book directly online, through our mobile app, or give us a call. It takes less then 60 seconds.

Adjust my Hours-image

Adjust my Hours

You can always make changes to your booking. Easily log in to your customer portal or give us a call.

Incorrect Charge-image

Incorrect Charge

Our system automatically logs the bookings and extra services. This should almost never happen. In the event it does reach out to us and we will investigate what may have happened and help you get it sorted out.

My Pro Left Early-image

My Pro Left Early

Most of our packages our flat rate cleanings so time shouldn't be a factor but in the event you book a "by the hour" service reach out to us and we can look into this matter. Download our mobile app and receive real time notifications of arrive and completion times.

Adjust my Cleaning Plan Frequency-image

Adjust my Cleaning Plan Frequency

Cleaning frequencies are always adjustable. We understand our clients needs will change from time to time. We do not have contracts.

Cancel my Cleaning Plan-image

Cancel my Cleaning Plan

No contracts and cancel anytime before our 24 hour lock out period. A $70 cancellation fee does apply for cancellations within 24 hours of your scheduled cleaning.

My Pro didn’t show up-image

My Pro didn’t show up

If this ever happens reach out to us immediately! We have invested in cutting edge technology to prevent this from happening. Due note we schedule based on arrival windows so do allow team arrivals within these windows.

Unsatisfactory Service-image

Unsatisfactory Service

Whether its minor areas missed or completely unacceptable results we want to know. All customers receive a satisfaction survey to ensure quality. Teams with the highest reviews receive incentives so this should be a very limited instance.

Cancellation Policy-image

Cancellation Policy

No contracts cancel anytime. Due note we have a 24 hour cancellation fee of $70. Cancel anytime before this lockout period without penalty.

Refund to my Card-image

Refund to my Card

In the event of needing a refund please expect 3-5 business days. Also note we do re cleans not refunds so refund would be a very rare occurrence. Possibly an error in booking dates etc.

How can I view my scheduled cleanings?-image

How can I view my scheduled cleanings?

You can easily log in to your customer portal on your website, download our mobile app, or use the 3 day and 1 day reminders that are emailed out automatically.

What if I need to reschedule?-image

What if I need to reschedule?

Rescheduling is easy. Log into your customer portal or our mobile app and select a new day for your cleaning. Do note we have a 24 hour lockout period for all bookings unless previously approved by management.

How do I know when the cleaners are on the way?-image

How do I know when the cleaners are on the way?

Easily download our mobile app and you will receive notifications of when the cleaners are on the way, check in and check out of your booking.

When am I charged?-image

When am I charged?

Our system puts your card on hold 1 day prior to the booking to make sure the card is valid. The actual charge does not happen until after the cleaning is completed. You will be sent a receipt via email.

Can I change the card on file?-image

Can I change the card on file?

Yes, just give us a call or log into your customer portal to update the billing information.

I want to pay with cash-image

I want to pay with cash

Unfortunately we do not accept cash or check. Logistically collecting all payments from teams daily does not work with our business model.

I didn't get a quality clean-image

I didn't get a quality clean

Reach out to our office or fill out the customer survey to notify us. If the items in question are included on your cleaning checklist we will try to rectify the situation with a re clean or for subscribing clients offer to switch to another cleaning team.

I booked "by the hour" service but not everything was completed.

We offer 2 services, whole house and by the hour. If by the hour was booked it is your responsibility to add additional time to your booking if not everything was completed since you choose the time length of your booking.

My team was late.-image

My team was late.

Our bookings are made by arrival windows. Do allow the duration of the arrival window for the teams to check in to your booking. If you have questions on ETA you can call the office or download our mobile app to receive "on the way" notifications.

The client was being rude.-image

The client was being rude.

In the event one of the clients becomes rude, agitated, or condescending contact the office immediately. By the Texas employment law the client can not tell you how to clean just where to clean if needed. Raising of voices, cussing, or any other aggressive behavior will not be tolerated and they office needs to know immediately. If you ever feel uncomfortable leave the premises and reach out to the office.

The booking was made incorrectly.-image

The booking was made incorrectly.

If the booking was made incorrectly or the client is requesting items not included with the booking reach out to the office and we can help fix the issue with the client.

Client is trying to solicit me-image

Client is trying to solicit me

Reach out to the office immediately every time a client tries to hire you for side work. This behavior is prohibited.

Need help? Click here to email us — For urgent issues, we aim to respond within minutes.

You can also write to us at: Attn: Customer Service, Thats Clean Maids. 17823 Dappled Walk Way Cypress Tx 77429