Frequently Asked Questions

Everything You Need to Know to Get the Clean You Need

Due to liability risk and company policy, at this time we do NOT offer the following services:

- steam cleaning / carpet shampooing
- chandeliers
- delicate light fixtures
- wall cleaning
- standing on ladders or stools
- cleaning of animal waste
- unfinished basements
- any kind of blind cleaning
- hands and knees floor cleaning
- heavy trash removal
- post renovation / construction clean-up
- breaking down boxes
- moving of furniture or appliances
- grout fixing (sealing, advanced-level grout needs)
- garages
- laundry
- inside tracks of windows / doors
- exterior of windows
- anything outside the home
- removal of cabinet liners
- adhesive removal
- cleaning while other vendors are in the home
- cleaning if there are cockroaches present or other insect infestations

PTL Exclusive Cleaning Services do our best to work with your schedule, and we understand that emergencies happen or schedules change. However, we reserve your cleaning time for you and never overbook.

Bookings can be modified, rescheduled, or canceled by the customer up to 24 hours in advance of the cleaning window. This is free of charge.

However, any cleanings that are rescheduled or canceled within 24 hours of the scheduled cleaning time will be charged a 50% late cancellation fee. This is to ensure we can pay our staff for travel, time, and the loss of that reserved slot (as it cannot be filled by another appointment).

For our cleaning professionals to deliver the best cleaning, please prepare your home or space accordingly.

All areas are expected to be free of clutter.
Contact us in advance to discuss items or surfaces that may need special care.
All surfaces (marble, granite, hardwood floors, etc.) are assumed sealed and ready to clean without causing harm.
Furniture on wood floors is assumed to have proper protection.

PTL Exclusive Cleaning Services does not guarantee the removal of stains such as rust, mildew, or others that developed over time from lack of maintenance.

Please ensure your home or space is accessible to our cleaning professionals. Correct gate codes, key locations, and clear directions to the entrance of the home are required.

If you are not at home when we come to clean, please deactivate your security alarm prior to each scheduled visit and/or provide us with a code to access the property.

If our cleaning crews are unable to access your home within 30 minutes of arrival, or if our crew is turned away when they arrive (for any reason), a cancellation fee of up to 50% will be applied.

Sometimes a cleaning job may differ from our original estimate due to size or condition. We will focus on priority areas for the agreed-upon duration and let the customer know what was and wasn’t completed.

A follow-up cleaning can be scheduled or a recurring cleaning service may be recommended to meet the remaining cleaning needs.

Please disclose, upon booking your appointment, if your home has pets as well as the breed and size. All pets should be kenneled while PTL Exclusive cleaning professionals are on the property for the safety of both our staff and your fur-family.