Cleaning Service Questions

Frequently asked questions

When are payments due?


As with most service based business, payments are due on the day of service, with very few exceptions. About the only exceptions to this are services rendered to a business establishment, or for vacation rental properties. 1. Due date for Residential cleaning service: Payments are due on the day of service. 2. Due Date for Vacancy Cleaning Service: Payments are due in advance through our PayPal Business Merchant account. We will forward you an invoice for the estimated amount. This needs to be paid BEFORE the work is done. If it is not paid, we cannot provide you with service. If you do not have a PayPal account or do not wish to pay through them, we only accept cash as an alternative payment method. 3. Due Date for Business Cleaning services: Payments are due on a net 30 basis. As an example, if cleaning is provided for the month of January we will invoice you for that month and it is due within a reasonable amount of time after that. By reasonable we mean 7 – 10 days. Unfortunately, we are not in the business of making loans. So if you need more time to make payments, simply add a credit card to your PayPal account and then pay for services based on the terms of your credit card.




What is included with the service?


Each service payment covers the fees necessary for the cleaning crew to complete the cleaning list that was agreed upon during you initial consultation. The cleaner/s will arrive with all the equipment and supplies needed to get the job done. Please be sure to list all the items and areas that will need to be cleaned each visit. To get started, please read and complete our Online Form to request an in-person quote.




What areas do you offer cleaning services in?


  • Oxnard
  • Ventura
  • Camarillo
  • Port Hueneme
  • Somis
  • Saticoy
  • Newbury Park
  • Moorpark




What makes your business different than others?


The MAIN difference has to do with pricing. If you go on some other marketplaces and request a bid for a service such as house cleaning, you will see a huge difference between the low and higher prices. More often than not, some cleaners will accept a job for much less than they are worth. On the other hand, some uninformed clients may sign up for service that costs much more than the average without any explanation. So what we do is compile pricing data from a few reliable sources and base the listed rates off of that. This keeps both the service provider and the client form potentially getting ripped off. Furthermore, unlike many large companies that use cookie cutter lists with little to no flexibility to accommodate many clients' service needs, the registered service providers will make the extra effort to custom tailor a cleaning list for each client. Most importantly, we focus on marketing cleaning services, rather than hundreds of categories like the big players in the online marketplace industry.




Do you offer recurring cleaning service?


Yes, recurring service makes up most of our business. The most requested frequency is cleaning once every other week, followed by monthly, weekly, every three weeks, and other random frequencies. To find out more about our regular service, we highly recommend completing our Online Form to schedule an in-person walk-thru of your place and to get a no obligation service quote.




How does the pricing compare to other companies?


Great question! Pricing is set by each service provider and is about average when compared to many other providers or companies. Please be sure to compare pricing from similar business models otherwise the pricing may not make any sense. You see, the two main factors that determine the final service fee have to do with two basic things: First, how much TIME is spent doing the work. Divide the total price by the fee and you will get a "baseline" hourly rate that can be used to compare to another company. Second, determine the level of legal compliance of the companies that you are comparing. It is evident that along with a higher level of compliance comes a higher expense from the company, usually in the form of taxes and insurance costs. So as an example, a cleaning lady with no business license or insurance should be less than a company that is licensed and bonded. If you find a person trying to charge as much as a company in an upper echelon, you are not getting the best deal. To read more about this subject that seems to confuse many bright individuals, visit out blog page about this HERE.




Is your company bonded?


Yes, we maintain a $10,000 bond with Surety 1. Although a service bond is NOT a legal requirement in the house cleaning industry, we like to provide our clients with the peace of mind that in case some damage is caused during the course of service, we will replace or reimburse the client with reasonable compensation for the damage; within certain limits.
In the past 10 years of servicing 1,000's of properties in Ventura County, the average claim is still under $100 and we only process about 3 claims in the average year. This is evidence of our commitment to quality service. Sure, accidents do happen, even to the most experienced and established companies in existence, and that's one reason why Service Bonds exist in the first place. Generally speaking, we will only honor claims up to $150 per occurrence. If something is broken or damaged, please contact us right away and we will be certain to reimburse you the amount of the fair market value of the item/s. If the amount to replace the item exceeds the $150, we will only cover the $150 maximum. In this case we can arbitrate and try to determine the cost of the damage. If you have an item that will cost more to replace than our bond limit, please let us know so we determine the best course of action. Normally, if it is some type of antique that can be put away when the service is done, that's what we will suggest. If it cannot be moved, we may exclude that item from our service list. This is our stance regarding ANY payouts regarding any damage claims:

  • Elegant Empire will reimburse the fair market value, according to bond limits set by Elegant Empire, of an item that was damaged beyond repair makes it of an item that was damaged beyond repair makes it unusable for its intended purpose. If the item was damaged and is repairable, we will reimburse the amount it costs to repair the item, not to exceed the bond limit.
  • If the item is damaged, is a not repairable, but still function for the purpose it was intended for, we will arbitrate the amount of the damage and reimburse the client accordingly.
  • If the amount it costs to repair or replace an item exceeds the bond amount, we may decide to honor a higher amount based on the particular situation.
  • Under no circumstance will we issue the full replacement cost of an item that is slightly damaged, but still serves the function it was built for. ALL surfaces in a house wear and tear over time, EVEN if the best procedures are used each and every single time a surface is cleaned.
  • We have the right to refuse service to any client or business that we suspect of submitting fraudulent claims. As a reminder, we do not cover regular wear and tear and do not cover ALL damage. Some minor discoloration and surface scratches may develop over time on a number of different areas such as: wood, glass, stainless steel, granite, etc.
  • If the item was damaged and is repairable, we will reimburse the amount it costs to repair the item, not to exceed the bond limit.
  • If the item is damaged, is not repairable, but still functions for the purpose it was intended for, we will arbritrate the amount of the damage and reimburse the client accordingly.
  • If the amount it costs to repair or replace an item exceeds the bond amount, we may decide to honor a higher amount based on the particular situation
  • Under no circumstance will we issue the full replacement cost of an item that is slighlty damaged, but still serves the function it was built for. ALL surfaces in a house wear and tear over time, EVEN if the best procedures are used each and every single time a surface is cleaned.
  • Every damage claim will be compared against our documentation/pictures taken during the initial service consultation to see if it is new damage, or if it already existed. Pre-existing damage claims will not be honored.
As a reminder, we do not cover regular wear and tear and do not cover ALL damage. Some minor discoloration and surface scratches may develop over time on a number of different areas such as:
  • wood floors
  • tile floors
  • window panes
  • counter tops
  • stainless steel
  • glass shower doors
  • furniture
  • picture frames
After several years in this business and servicing 1,000's of home, I will tell you first hand that 100% of every house we've been in has some degree of surface scratches on every surface just mentioned. Whether or not they can be classified as wear and tear is a whole different discussion. Each case will be addressed on an individual basis.




Are you licensed?


Yes, as an LLC we are under the eye of a number of agencies so we follow all the necessary legal formalites to operate in our home city of Oxnard, as well as the rest of Ventura County. To add clarification to that, a Licensed business means that the business has a Business Tax Certificate from the City where the primary locations is in. It's really just a mechanism to track gross receipts from business and pay a certain amount based on those receipts. A Business License does not provide proof of competency in any service related industry, experience and time in business are better indicators of proficiency in any service sector. Furthermore, www.elegantempire.co does not fall under the definition of either a janitorial-service company or a janitorial employer. It is each client's responsibility to check on the service providers current registration status with regards to The Property Service Workers Protection Act. We will not be held liable for any penalties imposed by the Division of Labor Standards for hiring a non-complying employee, contractor, or sub-contractor. To add to this, most jobs are doen in-house by one of our associate LLC meember cleaners. Beacuse of that, we are exempt from The Property Service Workers Protection Act.




What form of payment do you accept?


1. CHECK | Residential | Vacation rental | Commercial We accept checks made out to Elegant Empire. Please leave check in an area visible to the cleaning crew on the day of service. We do NOT accept checks mailed, UNLESS it is the only method available. 2. CREDIT CARD | Residential | Vacation rental | Commercial We also accept payments made through our business merchant account under PayPal. PayPal is a leader in third-party payment processing and it's very easy to use. If paying with PayPal, you will have one of two options: Before your scheduled service day, we will email you a link to access and process the reservation payment. The invoice can be accessed and paid for from any device with internet access. If the invoice is not sent BEFORE the service day, it will be sent out either on the day the work is done or within 24 hours after. 3. We do not accept cash | Residential | Vacation rental | Commercial Not only does our insurance does not cover lost cash. The chain of custody for cash handling is too complex and time-consuming; deposits, distribution, accounting.




Do you sub-contract work?


We'll answer this in two parts, the first is for our marketplace and then for our LLC. 1. All work done under our marketplace is outsourced to anyone of our available registered house cleaning associates. Keep in mind that as a marketplace, we are not a General Contractor, Contractor, or Employer of any of the registered service providers. We serve as an online venue to connect service providers with those seeking the services offered by those service providers. By engaging in a contract with a service provider, you are paying them directly. Furthermore, any payments made under the name, Elegant Empire, are simply aggregated and distributed to each service provider. 2. Some of the work is completed in-house by one of our associate cleaners under our LLC. In this case the work is done directly by us. Each cleaner under our LLC is a sole-proprietor and may use outside work to complete some jobs.




Does a service bond cover ANY type of damage or breakage?


NO. After many years in the business and experience with many different situations, we've compiled a list of items that not only will the service bond not cover, but neither will our company. To see a detailed explanation please go HERE . In addition, the reason we require a walk-thru BEFORE any service is done is to establish and document a baseline of the overall condition of areas that are prone to regular wear and tear. In addition, we need to protect ourselves from any fraudulent damage claims. Many times, we've been notified of "damage" the cleaners caused, only to find out in our pictures that the alleged damage was already done BEFORE we started providing service.




What are your hours and days of operation?


Most service providers are available Monday - Friday from 8:30 AM to 3 PM.




What is the benefit of setting an in-person walk-thru of my property?


Most people will agree that selecting a well-qualified and trustworthy service company is of upmost importance. Meeting one of our reps will give you a good feel for the type of business we operate. Not only that, but we can provide a much better quote after getting to see your place and reviewing all the specifics of what will and won't need to get cleaned. At the same time, we can answer any other questions that may not be listed here.




Where are you located?


We are located in the city of Oxnard, CA. Due to the nature of our business, we do not list our business address. Our business is based on a "mobile" model and we have no reason to have clients show up at our door. Besides that, with dozens of LLC members, it makes no sense to list every address they have registered with the city. The only real reason to have a registered business address, even if it is mobile, is to comply with city requirementsand to keep important business and accounting documents safe.