Frequently Asked Questions
Have a look below for our most frequently asked questions. If you still have questions simply email us, call us or chat with us online!
Frequently Asked Questions
Our General Cleaning covers all essential tasks to keep your home fresh and spotless. This includes:
- Dusting from high to low on all surfaces
- Wiping and disinfecting all hard surfaces
- Thorough cleaning of your kitchen and bathrooms
- Exterior cleaning of major appliances (interior cleaning available upon request)
- Vacuuming of all carpeted areas
- Sweeping and mopping of all hard floors
Every cleaning includes the number of bedrooms and bathrooms selected, along with your kitchen, living room, dining room, hallways, stairs, and laundry room.
For a more customized cleaning, you can add extra services, such as:
✅ Inside fridge
✅ Inside oven
✅ Inside cabinets
✅ Inside windows (includes tracks and frames)
✅ Blinds
If you have any special requests, feel free to call us—we’d love to help tailor the perfect cleaning for your home!
Our Deep Cleaning is a top-to-bottom, detail-focused service that goes far beyond routine cleaning. It’s perfect for anyone who hasn’t had a professional cleaning in over two months or wants their home completely refreshed and reset.
This service allows your Cascade Maids professional to spend extra time and effort tackling neglected areas, built-up grime, and hard-to-reach spots. In addition to everything included in a General Cleaning, our Deep Cleaning also features:
✔️ Hand-wiping all baseboards, trim, and molding
✔️ Doors, door frames, and high-touch areas disinfected (light switches, handles, fixtures)
✔️ Hand-wiping vents and air returns
✔️ Thorough dusting of blinds, shutters, and window sills
✔️ Polishing stainless steel appliances for a streak-free shine
✔️ Vacuuming furniture (sofas, chairs, under cushions)
✔️ Cleaning under furniture (when accessible)
✔️ Extra attention to buildup in corners, edges, and crevices
✔️ Heavy scrubbing of bathtubs and showers to remove soap scum and grime
A Deep Cleaning is the best way to bring your home back to 100% spotless condition, ensuring no detail is overlooked.
Our Move-In/Out Cleaning is designed for homes that are completely empty and in need of a top-to-bottom clean. This package is perfect whether you’re moving in, preparing to list a home for sale, or ensuring you leave your old place spotless for the next occupants.
This service includes:
✔️ Deep cleaning of the entire home
✔️ Inside fridge cleaning
✔️ Inside oven cleaning
✔️ Inside cabinet cleaning
Our pricing is based on your home’s square footage, and additional services such as inside window cleaning (including tracks and frames), sliding glass or French doors, and blinds/shutters can be added at checkout.
Note: Window cleaning is no longer included by default, as every home has a different number of windows. Instead, you can select how many windows you’d like cleaned when booking, and we’ll take care of the rest!
Yes! We currently serve most of Snohomish County, WA, including:
📍 Arlington, Brier, Bothell, Cathcart, Duvall, Everett, Edmonds, Granite Falls, Kenmore, Maltby, Marysville, Mill Creek, Monroe, Mountlake Terrace, Mukilteo, Lake Stevens, Lynnwood, North Seattle, Shoreline, Silver Firs, Silver Lake, Snohomish, Sultan, Woodinville—and everywhere in between!
Not sure if we service your area? We’re always expanding! Feel free to call or text us at (425) 363-0733, and we’d be happy to check availability.
We’d love to make you our next happy client! 😊
Our pricing is simple, transparent, and based on your home’s square footage—no hidden fees or surprises!
When booking, you’ll select your home’s square footage range, and the price will be calculated instantly. We also adjust pricing based on the number of bedrooms/offices, bathrooms, and half-bathrooms you’d like cleaned.
Need extras? You can customize your service by adding deep cleaning, inside fridge/oven/cabinets, window cleaning, and more!
📍 Get an instant price quote by visiting our booking page and selecting your home’s details.
Yes! Our independent cleaning professionals come fully prepared with all the necessary cleaning supplies, products, and equipment to ensure your home is cleaned thoroughly and efficiently the first time.
🌿 Eco-friendly and fragrance-free cleaning options are available—just let us know your preference!
If you have specific product requests or would like us to use your own cleaning supplies or equipment, we’re happy to accommodate. Simply let us know in advance, and we’ll make it happen!
Absolutely! You can customize your cleaning service by selecting any extras you’d like on the booking page. Simply choose from options like deep cleaning, inside fridge/oven/cabinets, window cleaning, sliding glass or French doors, blinds/shutters, and more!
📌 Have priority areas or special requests? Add details in the notes section when booking, and we’ll do our best to accommodate.
You can also log into your account anytime to add extras or update your cleaning preferences.
✨ We aim to provide a seamless, hassle-free experience for all our clients!
No, you don’t have to be home! It’s completely up to you whether you’d like to stay or use your free time while we take care of the cleaning.
If you won’t be home, simply provide entry instructions when booking. Many clients choose to leave a key, use a lockbox, or provide a door code for easy access.
Either way, you’ll come back to a freshly cleaned home! 🏡✨
Referring a friend is easy—and rewarding! 🎉
1️⃣ Log into your account here and find your referral ID.
2️⃣ Share your referral link with friends, family, or anyone who could use a sparkling clean home!
3️⃣ When your friend books through your referral link, they’ll automatically get $25 off, and you’ll earn a $25 credit toward your next cleaning.
💙 There’s no limit—refer as many friends as you’d like and keep earning rewards!
Pricing and Policies
Absolutely! You can use a gift card on any booking, including existing appointments.
📌 To apply a gift card:
- Simply enter your gift card code in the discount code section when booking.
- Your final price will automatically adjust based on your gift card balance.
You can also log into your account anytime to check the balance on any gift cards you have.
🎁 Want to give the gift of a clean home? Purchase a gift card here!
There are a few reasons why a discount code may not apply:
🔹 First-time customer discounts – Some promotions are for new clients only and won’t apply if you’ve booked with us before.
🔹 Recurring service discounts – Certain discounts are available only for recurring cleanings and may not apply to one-time services.
🔹 One-time use codes – Some discounts can only be used once per customer and won’t work on future bookings.
🔹 Expired promotions – If the code was part of a limited-time offer, it may no longer be valid.
If you’re unsure why a discount isn’t working, feel free to reach out to us, and we’ll be happy to help!
Redeeming your Cascade Maids gift card is easy! 🎁
📌 How to apply your gift card:
- Simply enter your gift card code in the discount code section on the booking form.
- Your total will automatically adjust based on your gift card balance.
🚨 Please note: A credit card is still required on file for your booking.
If you run into any issues, feel free to contact us, and we’ll be happy to assist!
We require a credit card on file as a backup payment method in case additional services are requested or needed that exceed your gift card balance.
🚨 Rest assured: Your credit card will not be charged unless your service total is more than your gift card balance or if you add extra services beyond what the gift card covers.
If you have any questions, feel free to reach out to us—we’re happy to help!
We understand that plans change! If you need to cancel or reschedule your cleaning, please notify us at least 24 hours in advance during business hours (Monday–Friday, 8:00 a.m. – 5:00 p.m., excluding weekends).
📌 To cancel or reschedule:
📧 Email us at [email protected]
📞 Call us at (425) 363-0733
🚨 Late Cancellations: If you cancel or reschedule less than 24 hours before your appointment, a $75 cancellation fee will be charged. This policy helps prevent lost wages for your Service Professional(s).
🔄 For Weekly Clients:
If you need to skip a week, your next cleaning will be charged at the Bi-Weekly rate. After that, your recurring services will return to your original rate. (Skipping multiple weeks may result in further rate adjustments.)
We appreciate your understanding and cooperation!
Same-Day Cancellation Or Lock-Out Fee: If you cancel the day of service or if your Service Professional is unable to enter the property, there will be a cancellation fee of $75 of your scheduled service cost. We must adhere strictly to this policy to prevent lost wages for your Service Professional(s).
Please understand that unlike other industries such as retail, hairdressers, etc. We in the cleaning industry do not have the luxury of walk-in customers to supplement our schedules when a client cancels without enough notice.
When we schedule your service appointment, we reserve that time for you. Our Service Professionals depend on your job being scheduled for them to make their salary. Cancellations cost them dearly, and we find that if they lose out too often, they quit. You are vital in helping us to retain our excellent staff. We understand that you do not want to see strangers every time we come to visit, and we don’t want to have a continual revolving door of new cleaning professionals either. Thank you for understanding.
To ensure the safety of our cleaning professionals and maintain service quality, Cascade Maids does not provide the following services:
🚫 Organizing & Decluttering
🚫 Dishwashing
🚫 Laundry (Washing, Drying, or Folding)
🚫 Replaceable Blind Cleaning (e.g., low-cost white blinds)
🚫 Shopping & Errands
🚫 Exterior Windows & High-Reach Windows
🚫 Heavy Lifting Over 25 lbs (Due to insurance requirements)
🚫 Cleaning of Bodily Fluids, Mold, Toys, Pet Waste, or Other Bio-Hazards
🚫 Climbing Higher Than 2 Steps on a Ladder (Due to insurance requirements)
🚫 Cleaning Valuable or Fragile Items (e.g., chandeliers, collectibles, antiques, etc.)We appreciate your understanding and are happy to help with all other residential cleaning needs! If you have any questions about our services, feel free to contact us.
We currently accept credit and debit cards only for payment.
💳 How Payments Work:
- 24 hours before your appointment, we place a hold on your card for the exact booking amount.
- This hold is not a charge, but depending on your bank, it may temporarily appear as one.
- Once your cleaning is completed, we will officially charge your card, and you will receive an invoice via email.
🚨 What happens if you cancel?
- If your service is canceled for any reason, the hold will be automatically released within 2-5 days, depending on your bank’s processing time.
We never withdraw funds before your service is completed, and we’re happy to answer any billing questions you may have!
We use flat-rate pricing based on your home’s square footage to keep the booking process simple, transparent, and hassle-free. With upfront pricing, there are no hidden fees, and you don’t have to worry about how long the cleaning will take or how many cleaners will arrive.
📌 How Our Pricing Works:
- Your price is based on your home’s square footage, plus any selected add-ons (e.g., deep cleaning, inside fridge/oven/cabinets, windows, etc.).
- Bedrooms/offices, bathrooms, and half-bathrooms may impact pricing based on your home’s details.
🚨 Important Pricing Adjustments:
- If an incorrect square footage range is selected or the home’s condition requires additional services, we may need to adjust pricing accordingly.
- Any price changes will be confirmed with you before proceeding—we believe in full transparency!
Our goal is to provide fair, consistent pricing while ensuring you receive top-quality cleaning service. If you have any questions, feel free to reach out!
Since we do not conduct an initial walk-through before service, our flat-rate pricing is based on standard assumptions about the home’s cleanliness and the effort required to complete the cleaning.
📌 What happens if more time is needed?
- In most cases, we complete cleanings within the estimated time.
- If our team determines that additional time is required to fully complete the cleaning, we will notify you immediately.
- If you approve the extra time, we charge $60 per cleaner, per hour.
- If you decline additional time, we will prioritize your most important areas first and complete as much as possible within the maximum allotted time.
This policy ensures that homes requiring more intensive cleaning receive the necessary attention while keeping the booking process fair and transparent. Thank you for your understanding!
Manage Your Account
Booking your cleaning is quick and easy!
📌 How to book:
- Simply visit our online booking page and schedule your appointment in just a few clicks.
- Prefer to book over the phone? No problem! Call us at (425) 363-0733, and we’ll be happy to assist you.
If you have any questions or need help with the booking process, don’t hesitate to reach out—we’re here to help!
Your Cascade Maids account is automatically created when you book a service! 🎉
📌 How to access your account:
1️⃣ After booking, you’ll receive an email prompting you to set up your account and choose a password.
2️⃣ Once set up, you can log in anytime to manage bookings, update preferences, and track gift card balances.
3️⃣ You can also create or log into your account anytime by visiting this link.
If you have any trouble accessing your account, feel free to contact us, and we’ll be happy to assist!
Logging into your Cascade Maids account is quick and easy!
📌 Simply visit this link and enter your credentials to access your account.
Once logged in, you can:
✔️ Manage your bookings
✔️ Update your preferences
✔️ Check gift card balances
✔️ Apply referral rewards and discounts
If you have trouble logging in, feel free to contact us, and we’ll be happy to help!
You can easily reset or change your password from the Cascade Maids login page.
📌 To update your password:
1️⃣ Visit the customer login page.
2️⃣ Click on “Forgot Password?” and follow the prompts to reset it.
3️⃣ Check your email for a password reset link and follow the instructions.
If you have any trouble resetting your password, feel free to call us at (425) 363-0733, and we’ll be happy to assist!
Updating your address is simple!
📌 To update your address:
1️⃣ Log into your account and edit your address in your upcoming booking.
2️⃣ Prefer to have us update it for you? No problem! Just give us a call at (425) 363-0733, and we’ll be happy to assist.
Keeping your address up to date ensures a smooth and hassle-free cleaning experience. Let us know if you need any help!
Updating your payment method is simple!
📌 To update your credit card:
1️⃣ Log into your account here.
2️⃣ Click on your name in the top-right corner to open the dropdown menu.
3️⃣ Select “Billing Info.”
4️⃣ Enter your new credit card details, and it will automatically be saved as your default payment method.
Your updated card will be used for future bookings. If you need assistance, feel free to call us at (425) 363-0733, and we’ll be happy to help!
Checking your referral rewards is quick and easy!
📌 To view your referral credits:
1️⃣ Log into your account here.
2️⃣ Your referral balance will be displayed in the header as soon as you log in.
3️⃣ Click on your referral balance to view:
- Your referral link to share with friends
- A history of all referral credit transfers
Your referral credits can be applied toward future cleanings! If you have any questions, feel free to contact us, and we’ll be happy to assist.
Trust and Safety
Absolutely! At Cascade Maids, we take your safety and trust seriously.
📌 How we vet our cleaning professionals:
✔️ Thorough screening process – Every professional undergoes an in-depth nationwide, state, and county-wide background check.
✔️ In-person interviews – We carefully evaluate each applicant to ensure they meet our high standards of professionalism and reliability.
✔️ Selective hiring – Only about 10% of applicants meet our criteria to become a Cascade Maids-certified cleaner.
You can rest assured knowing that your home is in safe and capable hands!
If you have any questions, feel free to reach out—we’re happy to help!
Your satisfaction is our top priority! If anything goes wrong during your cleaning, we’re here to make it right.
📌 What to do:
✔️ Contact us right away, and we’ll work quickly to resolve the issue.
✔️ Our team will assess the situation and take the necessary steps to ensure you’re satisfied.
We stand by our commitment to providing exceptional service—that’s our promise to you!
If you have any concerns, don’t hesitate to reach out. We’re here to help!
Yes! We take security and privacy very seriously and have multiple layers of protection in place to keep your billing information safe.
🔒 How we protect your payment information:
1️⃣ Secure Booking Page – Our booking page is protected by Extended Validation SSL encryption.
2️⃣ 256-Bit Encryption – Our booking form has its own 256-bit security layer to keep your data secure.
3️⃣ Secure Payment Processing – All credit card transactions are processed through Stripe, which applies its own 256-bit security protocol.
4️⃣ No Credit Card Storage – We never store your actual credit card number. Instead, we use a secure token system, which allows us to charge your card without storing sensitive details.
Rest assured, we go above and beyond to protect your personal and payment information. If you have any questions, feel free to reach out!
Yes! Every Cascade Maids cleaning professional undergoes a thorough background check as part of our vetting process.
📌 Our screening process includes:
✔️ Nationwide background check
✔️ Statewide background check
✔️ County-level background check
This is one of the final steps in our selection process to ensure that every professional meets our high standards of trust and reliability.
Your safety and peace of mind are our top priorities! If you have any questions, feel free to reach out.
We stand by our work with a 200% Happiness Guarantee because your satisfaction is our top priority!
📌 How it works:
✔️ If you’re not completely satisfied with your cleaning, we’ll come back and re-clean the missed areas—no extra charge.
✔️ If you still aren’t happy after the re-clean and wouldn’t recommend us to a friend, we’ll refund your money.
🚨 Important Policy Details:
- Re-clean requests must be made within 72 hours of your service date.
- Photos of missed areas are required when requesting a re-clean.
- Refunds are only offered if a re-clean is accepted—we do not provide refunds without first attempting to correct the issue.
- If a re-clean is denied, no refund will be issued.
We truly care about delivering exceptional service, and this policy ensures we have the chance to make things right if needed!
