fbpx

Frequently Asked Questions

There’s a lot potential and current clients inquire about. To save you the trouble, we’ve created this list of questions that pop up a lot. Check back, as we update this section frequently.

What is included in a standard cleaning?

A standard residential cleaning includes a thorough cleaning of your entire home with the kitchen, living room and dining room automatically included in the price of the booking. When completing a booking (by phone, email or online), we request the number of additional rooms, including bedrooms, offices and bathrooms, which accrue additional fees per room. Extras include, but are not limited to: Blinds, inside of windows, extra glass door/mirrors, inside refrigerator, inside oven, inside cabinets, laundry, changing of linens, vacuuming of upholstery, polishing of furniture, trash removal, outside sweep, garage and finished basements, which are priced separately. We also request the number of pets in a household, as cleanup of pet hair and dander tend to require extra attention. We provide all the necessary cleaning supplies and equipment, however customers can request that our technicians use supplies and equipment provided by the client.

What is your 100% satisfaction guarantee policy?

We are confident in our teams’ work performance and are committed to providing our customers with superior service. If you are not completely satisfied, contact us and we will return to redo any task or detail not done properly, provided report of concern within 24 hours of service. Please remember to rate the teams according to their performance. We appreciate your feedback and encourage you to address any concerns directly to our management office by email at [email protected] or by calling our customer service line at (412)580-5131 within 24 hours of the service completion.

How do I book my first appointment?

You can conveniently book your cleaning service online, by email at [email protected] or by calling our customer service line at (412) 580-5131.

Do I have to be there for technicians to access my home?

The most effective way for us to access your home is to provide a key or a code, however there are several options for us to gain entry:

  • Provide a key
  • Provide a lock box, alarm or garage code
  • Be there when the technicians arrive

NOTE: Our clients keys are secured in a safe which only On Point Cleaning management has access to. Keys are provided to the team leader on the day of your scheduled cleaning and the team leader returns the key at the end of the day. At that point, management returns it to the safe.

In the event that the technicians cannot access your home due to no fault of their own, a $69 lockout fee will be issued. You can find our cancellation policy in our terms of service.

Can I request special tasks or extras?

Yes, we offer several options for add-ons.  Please send us your request at least 2 business days prior to the appointment.

  • Extra tasks and services not included in the original booking depend on our availability and are billed directly to the client’s account.
  • Service omissions (i.e. not cleaning an area or room that is typically part of the service) will not be discounted from the total service fee.
  • Service exchanges or trades (i.e. requesting the omission of a service in a room or area such as the bathroom in exchange of cleaning an additional area such as the basement) are not permitted.

Do you bring your own cleaning supplies, products and equipment?

Our teams arrive prepared with all the necessary supplies and equipment.  We offer a “green” cleaning option, just let us know your preference!

How do I log into or create my account?

Log in to or create your account (click on forgot password) to update your contact information, credit card number, password and more following this link: customer login.

How much will it cost?

Rates are dependent on factors including but not limited to amount of rooms (with the exception of kitchen, living room and dining room), square footage, number of pets, scheduling frequency and flexibility, and specialty surfaces in the home or business such as stainless steel and natural stone.

How will I be billed?

A valid credit or debit card is required to schedule services. Cash or check are accepted under special circumstances, as well as invoiced billing for commercial clients. A hold will be placed on your credit card 1 day prior service appointment and charged at noon the following day. In the event a credit card payment is denied, a twelve percent (12%) finance charge will be added and will accrue monthly. In the event a check is returned due to insufficient funds, a service charge of $25 will be applied to the customer account. Accounts with open balances are suspended until payment is received in full.

What is your refund policy?

You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that are already completed.

What happens if something goes wrong during my appointment?

If you feel that something was broken or misplaced during our visit, please email [email protected] or call us at 412-580-5131 as soon as possible (within 24 hours) and we will respond without delay.

Do you service my area?

Online bookings are available for zip codes: 15206, 15208, 15232, & 15217.  We service the East End neighborhoods of East Liberty, Highland Park, Homewood, Point Breeze, Regent Square, Shadyside and Squirrel Hill.  Please call us to inquire about availability in adjacent neighborhoods, such as Oakland and Swissvale, or to request a booking in any other neighborhood in the Pittsburgh area. We are currently working on branching out to other neighborhoods.

Are you closed for the holidays?

We are closed for service on the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, and Christmas Day. If your regularly scheduled cleaning falls on one of the above holidays, you can expect service the following business day unless otherwise agreed upon.