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Frequently Asked Questions

Have a question? Here are answers to the most commonly asked questions by our customers.
The list of Frequently Asked Questions has been organized for you. Just click below to view the questions and answers.

About Scrubbi

What expectations should I have from a Scrubbi house cleaning service?

With Scrubbi, you’ll never have to worry about: finding your next great cleaner, rescheduling problems, or having enough cleaning solutions on hand – we take care of all that for you.

All Scrubbi cleaning appointments are backed by our 24-Hour Service Guarantee. Review our cleaning checklist for a list of items we clean around the home (and items we don’t) Scrubbi Cleaning Checklist.

See also: 6 Differences Between Independent House Cleaners and House Cleaning Companies

Which cities are you in?

Check the link to see if we serve your city. If you aren’t sure, send us an email to and we’ll let you know!

See: Cities Where We Currently Clean

Will you move furniture to clean behind and underneath?

For our cleaner’s safety, they do not move furniture (couch, dresser, bed, oven etc). If you would like those areas cleaned, please remove the relevant furniture before your appointment.

See also: Scrubbi House Cleaning Checklist

Do you do laundry?

At this time, we do not provide laundry services.

Can you come clean my office?

We look at office cleaning on a case by case basis. Our cleaning is done during daytime hours. If you are interested, email us at

How We Work

Do you provide supplies? Do you use green products?

Scrubbi professionals bring all their own Scrubbi-approved green products and supplies except for a mop, broom and vacuum. If you have specialty products that you want used, please provide them and leave them out for the cleaners. If you need your floors swept, mopped or vacuumed, leave a broom, mop or vacuum out for the cleaner.

Can you clean my balcony or deck?

Scrubbi cleaners are only able to clean the inside of your home, and not outside windows, decks or balconies. Cleaners also do not clean garages or unfinished basements.

Do Scrubbi cleaners clean EVERYTHING?

Most everything, yes! For health and safety reasons our cleaners are not permitted to clean up bodily fluids, pet excrement, mold, hazardous chemicals or deceased rodents/vermin. We do not clean ceilings or areas outside of the reasonable reach of the cleaner (ie., high walls, shelves, fixtures or windows). They also cannot provide junk removal services. For liability reasons, we do not provide laundry services or wash dishes by hand.

See also: Scrubbi House Cleaning Checklist

If you have any questions, don’t hesitate to contact us by:

Scrubbi Support Email –

Scrubbi Support Phone – 1-877-313-4820

Can I cancel or reschedule my appointment?

All payments are non-refundable. If you need to reschedule your appointment, simply let us know at least 48 hours prior to your appointment and we’ll set you up with the next best available date and time.

If you need to cancel your appointment, let us know at least 48 hours prior to your appointment; we’ll keep a credit on file for you in the amount that you paid which you can apply toward a future appointment or we can issue you a gift card in the amount that you have paid – you won’t receive a refund though. Cancelling or rescheduling within 48 hours of your appointment is not permitted.

What if you don’t have times available for when I need my cleaning?

When you book with us, we’ll let you know of all the times we have available. If those don’t suit your schedule, we’ll place you on a waitlist and contact you if that time opens up.

What if you break or damage something in my home?

It would never be our intention to break or damage anything. We have many procedural policies in place and take numerous precautions to prevent this from happening. However, during the normal course of cleaning a home, things can happen. You may have experienced this yourself: a glass slips out of your hand in the sink, a vacuum cord catches the corner of a chair, etc. If we break or damage something in your home, we’ll do our utmost to rectify the situation without delay. However, we do limit our liability to the value of the cleaning appointment for ANY claims you might have.

Can I get the same cleaner every time?

Due to a variety of reasons, we cannot guarantee that you will receive the same cleaner for every one of your appointments. Things such as: vacation time, changing jobs, day care closures, family emergencies, sick days, route optimization for daily appointments, weather, traffic, and so on prevent us from being able to do so. Changes can happen even at the last minute, just prior to your scheduled service.

We do try to send the same cleaner as much as possible. Not only do customers like it, it’s easier on our end and easier on the cleaners if they’re familiar with your home. That means, if you do not get the same cleaner, it’s because we weren’t able to do so.

How long will you be at my appointment? (Fair Usage Policy)

Scrubbi charges flat rates for services subject to our fair use policy. We clean 50,000+ unique homes per year of all types and conditions, and as such, have an excellent understanding as to how much time services usually take for homes of all sorts that are in average to good condition. Your service time estimate is based on this experience. This is an estimate only, and will vary. To give you peace of mind, we charge a flat rate for the service and will clean your home until the job is complete. However, from time to time, client expectations and/or conditions are materially different from what is “normal” and will take longer than what we have determined to be a reasonable range of time.

See our Fair Usage of Services Policy for more details.

Do I need to be home during my cleaning?

Being home or not being home – either works. If you’re not going to be home, please make arrangements for us to get into the home. Some clients choose to hide the key in a safe place or leave it with a concierge so our cleaners can gain access. Also, if you’re not going to be home when we leave, please let us know how to lock up.

For security reasons, we don’t keep copies of your keys.


What forms of payment does Scrubbi accept?

All payments are made with either Visa, MasterCard or American Express only. Your cleaning is paid for at the time of booking. All payments are processed using a secure, SLL-encrypted, PCI-compliant system for maximum security.

Do I need to tip a Scrubbi cleaner?

Tipping is not required with your Scrubbi service, but if you are happy with the work and/or feel like they went above and beyond, they would appreciate any gratuity you felt was fair.

Do you come to my home to give me a quote?

Nope! We give you quotes online or right over the phone. We just need to know how many bathrooms and bedrooms you have.

What is your refund policy?

Because cleaning is subjective, we can’t offer refunds. However, if your Scrubbi cleaner missed something, let us know within 24 hours of your appointment and we’ll send a cleaner back to re-clean at no cost to you!

If you need to cancel your appointment, let us know at least 48 hours prior to your appointment. We’ll keep a credit on file for you which you can apply toward a future appointment or we can issue you a gift card in the amount that you have paid – you won’t receive a refund though. Cancelling or rescheduling within 48 hours of your appointment is not permitted.


Does my living room count as a bedroom?

Nope! Don’t count your living room or kitchen as a bedroom. We clean one kitchen and living room in addition to your bedrooms, bathrooms and hallways. If you have additional rooms (offices, etc) that aren’t “bedrooms” per se, please add them to your booking so we can ensure to allocate enough time to clean your home.

What is Scrubbi’s 24 Hour Service Guarantee?

If your Scrubbi cleaner missed something or if a specific area wasn’t cleaned to your satisfaction, simply let us know within 24 hours of your appointment and we’ll schedule another wonderful cleaner to come out as soon as possible to re-clean at no cost to you!

Read the full details of our 24 Hour Service Guarantee.

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