Frequently Asked Questions
(FAQ)
Booking
Booking is made convenient and easy. Just request a quote on our website and we’ll get back to you as soon as possible.
If you have any questions about booking, feel free to send us an email, or call/text us.
Contact form: email us
Email address: support@cobaltcleanlv.com
Call/text: (702) 518-5312
We do not charge your card until after service is complete. However, to ensure we can send our cleaners out, we must keep a card on file and place a hold 24 hrs before service.
Please note this hold is not a charge.
Bookings can be modified, rescheduled, or canceled by the customer up to 24 hours in advance of the booking date. This is free of charge and can be done in the client portal, or by calling/texting us.
However, any confirmed booking that is rescheduled or canceled within 24 hours of the scheduled booking time will be charged up to 50% late cancellation fee. This is to ensure we can pay our staff for travel, time, and losing the reserved slot for the day.
Rescheduling your appointment is free up until 24 hours prior to scheduled service. If you must reschedule, please notify us as soon as possible to avoid up to 50% rescheduling fee.
Billing, property information, and payment methods can all be updated online within seconds. Our client portal allows you to make changes to your booking, appointment date/time, add gratuity, or add notes.
You may also call us to update your information.
We use email and text confirmations to remind you of your scheduled service date and time with us. Please check your email address for confirmation and reminders from “Cobalt Clean Las Vegas”.
If you have not received an email confirmation within 15 minutes of creating your booking, please contact us to confirm.
Arrival windows are the time frames that we are scheduled to arrive at your property. We use arrival windows to ensure timely and satisfactory service. Many factors determine when we will be able to arrive, such as traffic, additional time needed for previous appointments, employee breaks, or supply replenishing.
If we need more time or are experiencing delays which affect our arrival time, we will call/text you to let you know.
Service
Our cleaning checklists details the difference between each of our service types. We recommend your first appointment be a Deep Clean or Premium Clean services, depending on the condition of the home, so every time after becomes a maintenance clean.
Click here to view our cleaning service checklist for Premium, Deep, Move In/Out, Vacation Rental, and Commercial cleans.
Many of our clients do choose to leave a key, key code, key cards for us to access the priority. This is often for recurring clients we’ve already serviced, or for vacation rental homes (Airbnb, VRBO, etc).
If you’d like to leave us a key or key code for entrance, please do so in the “Additional Notes” section, or contact us as soon as possible. Clear instructions must be provided to prevent disruption of service.
Unfortunately, no. We do our best to provide the absolute best service and pay our awesome staff, while maintaining competitive prices. We use the details you provide us of your property (sq ft, bed/bath count, condition, frequency of cleans) to estimate duration and price.
We do provide discounts for senior and military clients.
No, most of our clients are not home when our cleaners are present.
Of course, it is up to you to be present in your home upon arrival, leave mid-way through service, or leave us instructions to access your property to clean. We have many clients that have their own preferences for our entrance.
Please kindly leave detailed instructions for easy entry and exit from your property. We are not responsible for properties left unlocked.
Yes! If you will not be at your property at the time of service, it is perfectly fine to leave your pet(s) at home. However, aggressive or unfriendly pets should not be present in the property.
We are not responsible for pet dander/hair left on furniture from wandering pets after we’ve cleaned.
We provide our own set of supplies and equipment. We also provide the option of non-toxic plant-based cleaning products only for those with allergies or sensitivities to certain chemicals, for an additional charge.
If you have your own cleaning supplies, please mention at the time of booking.
We are not responsible if the clean must take additional time due to use of different equipment. We are also not responsible for replenishing or repairing supplies lent to us for cleaning.
Yes! We have a set of non-toxic plant-based products for an additional charge for those who have allergies and/or sensitivities to certain chemicals. These products are eco-friendly and contain some natural fragrance derived from essential oils.
Your home may require non-toxic or harsher chemicals to get the job done and for a clean to our standards. Please let us know if you have allergies and/or sensitivities upon booking.
Some properties require more time than what was booked for. Usually this includes but is not limited to:
- Property size larger than described
- Property condition dirtier than described
- Many knickknacks, furniture, etc to be cleaned
- Pet dander/hair not mentioned
If your property requires additional time and work, we will first notify you of any differences in condition or size after arrival. We’ll remind you the scheduled duration of service and how much longer we would need to clean the property as requested. We then present you with two options based on your preference:
- Clean up to our initial duration estimate (eg. 4.5 hours) and use your instructions to clean priority areas first
- Add additional hours to service duration and price. Discounted hourly rate is provided for additional time. Based on our availability only.
Rarely, and without intention, there may be accidental breakage something. If this happens, please contact us immediately or within 48 hours of service completion to work with our insurance to get the object of value replaced.
We offer a satisfaction guarantee policy to our clients! If you aren’t satisfied with your clean, or if an area was missed within 48 hours of service completion, please contact us and we will send our crew back.
An additional booking must be made if we are unable to finish in time. In most cases, this is because the property requires more time than what was booked for due to condition and/or size of the property.
Our Team
Poaching or other attempts to hire our staff outside of Cobalt Clean are strictly prohibited and not tolerated. We work extremely hard to screen, background check, vet, train, and manage our staff. Additionally, we pay very well compared to other cleaning companies. We treat our staff with care and love, and we work hard to make their employment an enjoyable experience. Time and money resources are consumed to bring you a safe and efficient service.
Because of this, any and all attempts of soliciting/poaching our staff will be noted and service will be canceled without possibility of refund. In addition, we may reject any future bookings with you. There are no exceptions.
Yes, they can! Just let our staff know you’d like to request the same cleaner for your next appointment.
Please note that our cleaner’s availability may be limited. If there is a conflict in schedule, we may send another cleaner. All of our cleaners are trained and vetted to the same standard to ensure the same quality no matter who we send out!
Yes! All of our cleaners are background checked, trained and vetted to the same amazing standard!
Yes! Our company is licensed to operate in Nevada, bonded and insured.
Hours of Operation
Monday to Saturday: 9am – 5pm
Sunday: Closed
Office Hours
Monday to Friday: 9am – 5pm
Saturday: 9am-1pm
Sunday: Closed
Yes! Gratuity is appreciated and 100% go towards our cleaners. Tipping is completely optional and up to your discretion on how much you’d like to leave.