How can we help?

Help & FAQs

General Faq

Do you service my area?

We currently service the following areas: Orange Park, St. Johns, MIddleburg, the Mandarin area of Jacksonville, and the Julington Creek area of Jacksonville.

How does the booking process work?

Our booking process is simple and easy. Here’s what it looks like:

Step 1:

Visit our online booking form or call us to schedule your appointment. You’ll receive a booking confirmation email when your spot has been confirmed and a hold will be placed on your credit card for the due amount.

Step 2:

Our cleaners will arrive on your chosen date and time and they’ll clean your home while you relax.

Step 3:

Once the service is complete, your credit card will be charged and you’ll receive two emails, one with your receipt and a second to rate your experience with us.

What are your operating hours?

We are open Monday-Saturday from 9am-5pm.

We are closed on Sunday.

On The Day Of Your Clean

Are cleaning supplies, products and equipment included?

Yes, we will bring all our own supplies and equipment with us. If you have any special requests, we are happy to accommodate them when possible. If you prefer that our cleaners use green products, please let us know in advance so we’ll know to bring them.

You can also feel free to ask the cleaners to use your own supplies if you prefer.

Can I request additional or special tasks?

Of course! Select the additional tasks on the booking form when scheduling your cleaning. To add to an existing booking, please respond to your confirmation email or log into your Pro Clean Crew account to comment on any additional services you’d like to add.

Are there any pricing changes or additional fees that I should be aware of once the cleaners arrive at my home?

Our prices are based on a flat rate model and they assume your home will be a of certain size and level of cleanliness. Our quotes are accurate over 95% of the time, but occasionally our cleaners may determine that the size of the home is too large or that it may be in severe condition. In these rare cases, Pro Clean Crew will need to re-quote to a new flat rate or switch to hourly services to ensure that the job is done correctly. We will always inform you of this and will never proceed without your permission.

When will my cleaners arrive and what is your arrival window policy?

Our company operates on a 3-hour arrival window. For example, if you have reserved a spot with an arrival window between 9am-12pm, our cleaners may arrive at any point during that time frame. We will always try to arrive at the earliest time, but we ask that you please allow the 3-hour window to account for traffic, parking, and any other surprises that may come up.

How many cleaners will you send to my home?

Typically, we send 1-3 cleaners depending on the size of the job and our availability.

Do I need to be home during the cleaning?

Not unless you want to. If you’ll be out, simply leave a key and let us know how we can access your home. We will clean your home and then lock the door when we leave.

Should I give a tip to my cleaners?

Tipping your cleaners is completely optional. If you think they did a great job and you’d like to show your appreciation, you are more than welcome to do so by giving them a tip.

Pricing & Policies

What is your pricing method?

We provide clear and upfront flat-rate pricing as well as hourly services. There are no contracts, agreements, or hidden fees.

Flat rate packages are based on the number of bedrooms and bathrooms in your home and offer a set price. Simply select the correct numbers on our booking form and the price will be shown instantly. All extras and add-ons will incur additional fees.

Hourly services are a set price per hour. Select the number of hours you would like and the price will be shown instantly.

What is the policy for your 100% satisfaction guarantee?

If you are unsatisfied with our cleaning services, just let us know and we will come out for a free reclean within a 7-day window.

What if I need to reschedule or cancel my appointment?

You may reschedule or cancel your appointment up to 24 hours prior to your service for free. Because we reserve a spot for your appointment, if you cancel less than 24 hours before your service, you will incur a $70 cancellation fee to compensate for our cleaners’ lost wages.

How can I pay for my cleaning?

We only accept credit or debit card payments. Your card is placed in the system when you book and there will be a hold on it for the due amount prior to the cleaning service. You will not be charged until your service is completed.

Can I use a coupon on an existing appointment?

Of course! Log into your account and click your name in the top right hand corner. Select “redeem voucher” and enter the code. Our system will automatically apply the voucher to your next appointment.

Please note that you can not apply coupons to past appointments.

What is the lockout policy?

If our cleanings arrive at your home and are unable to reach you or enter the premises for any reason, they will wait up to 30 minutes. After that time, they will need to get ready for their next appointment and will leave. This will insure a $70 lockout fee to compensate for our cleaners’ lost wages, time, and gas.

Trust & Safety

Can I leave my keys for your cleaner?

If you will not be home during your cleaning, we recommend that you leave a key in a place where our cleaner can access it easily. Many of our clients prefer to use a lockbox.

What if something goes wrong during my cleaning?

Although we never want anything to go wrong for our clients, sometime things do happen. If anything goes wrong during your cleaning, please let us know immediately so that we can address it. We promise to make it right.

Is my credit card information secure?

Yes, your billing information is kept safe and secure as all of our payments are processed through Stripe. Their PCL compliant system is SSL encrypted and completely secure, and it’s trusted by companies worldwide. If you’d like to learn more, you can read about them on

How are your cleaners hired and vetted? Are your cleaners background checked?

In order to select the best cleaners in the area, we have a rigorous vetting process. Cleaners must fill out an application before we do an interview, background check, and reference check. If selected, we send them for a test job to assess their level of service, professionalism, and skill. Then, for their first trial month, we send them with our lead cleaners so we can be sure everything is great before going to jobs on their own.


What’s included with a standard cleaning?

Our standard cleaning accounts for everything involved in maintaining a clean home or apartment. Vacuuming and/or mopping floors, cleaning bathrooms, kitchen, living room, and bedrooms, and dusting are all included. We also offer optional extras such as cleaning inside the refrigerator or oven. These additional services can be selected when booking.

What’s included with the deep cleaning extra?

Our deep cleaning extra includes all of the basic tasks from a standard clean, but it also allows some extra time to address neglected areas which may have a buildup of grime, such as in the showers and tubs, behind the toilet, or in the kitchen. Our cleaners will scrub these areas instead of simply wiping them down, ensuring that your home is left sanitary and sparkling.

Deep cleaning is recommended for first services or for homes which have not been professionally cleaned in the past 3 months.

How does hourly cleaning work?

Hourly cleaning is a set price per hour and is based on the number of hours you have booked. You may add additional hours if you see fit.

Hourly cleaning is best if you need to customize your cleaning outside of the checklist or if you only need specific rooms cleaned. You may also need this service if you have things that need organizing, de-cluttering, or folding.

What are extras?

Extras are additional services which are not included in our cleaning checklist but can be added to our flat rate packages for an additional fee. You can select them on the booking page.


Here are the extras we offer:

  • Inside Oven
  • Inside Fridge
  • Inside Cabinets
  • Baseboards cleaning
  • Interior window cleaning
  • Blinds cleaning
  • Balcony/ patio cleaning
  • Dish washing
  • Walls (spot cleaning)
  • Pets (Extra fee if you have pets)

What is included with every cleaning service?

Every cleaning service will include:

  • Cleaning checklist for flat rate services
  • 1-3 trustworthy, vetted and background checked cleaners
  • Top-quality supplies and equipment
  • A 100% satisfaction guarantee
  • Unlimited support through chat, email, and phone

What is NOT included with your cleaning services?

Although we will do our best to accommodate reasonable requests, there are a few things we are unable to do:

  • Exterior Window Cleaning
  • Cleaning Chandeliers
  • Services Requiring a Ladder
  • Heavy Lifting
  • Services Requiring Biohazards or Dangerous Chemicals
  • Pets Left Alone by Themselves

What if I only want some rooms cleaned or I only need specific tasks?

If you don’t need the entire house cleaned or you feel your home doesn’t need everything included in our standard checklist, you may want to choose hourly services so that you can customize your cleaning.

If you still choose to book our flat rate cleaning packages, please make sure you select the entire number of bedrooms and bathrooms in your home, even if you do not intend for them all to be cleaned. Although this may seem unfair at first glance, our flat rate package prices are based on the entire house size, and the number of bedrooms and bathrooms helps us to determine that.