Frequently Asked Questions

What areas does Happy Hellos Cleaning Co. serve?

Happy Hellos Cleaning Co. proudly serves Tulsa, Oklahoma and surrounding communities. Service availability may vary based on location and Crew Member availability.

What cleaning services do you offer?

Our residential cleaning services include Standard Cleaning, Deep Cleaning, Move-In/Move-Out Cleaning, Focus Hours, Recurring Services, and Residential Post Construction Cleaning. We also offer a variety of add-on services so you can customize your cleaning based on your home's needs.

What is included with Standard Cleaning?

Standard Cleaning is designed for routine household cleaning and general upkeep. It focuses on commonly used surfaces and areas throughout the home, including kitchens, bathrooms, bedrooms, living spaces, and floors. If your home has significant buildup or hasn't received a thorough cleaning recently, Deep Cleaning may be the better starting point.

What's the difference between Standard and Deep Cleaning?

Standard Cleaning focuses on maintaining the normal cleanliness of your home. Deep Cleaning provides more detailed attention to areas where buildup, dust, grime, and everyday residue tend to accumulate over time. It is ideal for homes needing more than routine maintenance or customers who want a more thorough reset before beginning recurring service.

What does Move-In/Move-Out Cleaning include?

Move-In/Move-Out Cleaning is intended for empty properties being prepared for a new resident, showing, sale, or turnover. Because these properties are vacant, Crew Members can focus on detailed cleaning throughout the home without working around furniture and personal belongings. Interior oven and refrigerator cleaning are included with this service. Other specialty services may be available as add-ons.

What are Focus Hours?

Focus Hours give you dedicated cleaning time to concentrate on the areas or tasks that matter most to you. Instead of purchasing a whole-home cleaning package, you choose your priorities and the Crew Member works through them during your reserved time. Focus Hours have a two-hour minimum and are available in 30-minute increments, up to the predefined eight-hour booking option.

Because this service is time-based, we recommend listing your priorities from most important to least important. Completion of every requested task cannot be guaranteed within the reserved time.

Do you offer recurring cleaning?

Yes. After an eligible initial cleaning, customers can continue with Recurring Services on a weekly, biweekly, or monthly schedule. Recurring pricing reflects the selected service frequency and helps keep the home consistently maintained between visits.

Do I have to sign a long-term contract for recurring service?

No long-term cleaning contract is required simply to maintain a recurring schedule. Recurring appointments remain subject to our scheduling, rescheduling, cancellation, and service policies.

Do you offer same-day cleaning?

Same-day appointments are not routinely available. When we can accommodate a same-day request, Management must approve the appointment and the $90 Same-Day Emergency Add-On applies. The add-on is non-refundable. Same-day service cannot be booked normally through the online scheduling process and must be coordinated with Management.

Do you provide cleaning supplies and equipment?

Crew Members arrive prepared to perform the booked cleaning service. If a particular surface, material, or item requires a specialty product or has manufacturer-specific cleaning requirements, please tell us before your appointment.

Do I need to be home while you clean?

You do not need to remain with your Crew Member throughout the entire appointment.

For applicable services, an adult age 18 or older should be available for the initial and final walkthroughs and remain reasonably reachable by phone or text during the service.

What happens during the initial walkthrough?

The initial walkthrough gives you and your Crew Member an opportunity to review the areas being serviced, discuss your priorities, identify existing conditions or delicate items, confirm restricted areas, and address relevant access information. Changes involving pricing, additional services, or the scope of your booking must be approved through Management.

What happens during the final walkthrough?

The final walkthrough allows you to review the completed service while your Crew Member is still present. We strongly encourage customers to participate whenever possible so questions or concerns can be identified immediately.

Do you take before-and-after photos?

Yes. Before-and-after service documentation is required. These photographs help document property conditions, verify completed work, support quality assurance, and resolve questions if a concern arises after service. Service photographs are handled in accordance with our Privacy Policy.

Why do I need to provide photos when booking?

Photos help Management understand the current condition of your home and ensure that the service you've selected is appropriate. Photos are generally required for new or non-recurring bookings. Recurring customers do not need to submit new booking photos before every regularly scheduled cleaning. If photos genuinely aren't available, Management may accept a highly detailed description instead.

What if my home needs more cleaning than expected?

If the actual condition of the property is substantially different from what was represented during booking, Management may recommend additional time, an add-on, a different service, or another appointment. Additional work or charges will not simply be added without appropriate authorization.

Are add-ons available?

Yes. Add-ons are available for cleaning needs that fall outside the normal scope of a particular service.

Examples include appliance interiors, interior windows, window tracks, blind washing, cabinet interiors, baseboard detailing, laundry, linen changes, dishes, washer and dryer cleaning, and pet-related treatments. Available add-ons and pricing can be reviewed when booking or discussed with Management.

Do you clean homes with pets?

Absolutely. Please tell us about pets before your appointment and make appropriate arrangements if an animal needs to be secured during service. Excessive pet hair, odors, or stains requiring additional attention may require the applicable pet-treatment add-on.

Can my Crew Member add services or change my price?

No. Crew Members do not independently negotiate pricing, discounts, additional services, refunds, or credits. If something needs to be added or changed, contact Management so we can properly authorize and document it.

What happens if my Crew Member is running late?

We provide a 30-minute arrival grace period when appropriate communication is provided.

For a time-based service such as Focus Hours, time lost because of a Crew Member's late arrival is deducted accordingly. For example, a two-hour appointment beginning 25 minutes late because of Crew Member arrival would leave 95 minutes of scheduled service time.

What happens if I need to reschedule?

For one-time services, rescheduling before the scheduled service date is available at no additional charge, subject to availability. A same-day reschedule results in a charge equal to 25% of the booked service price. For recurring services, you may reschedule through the day before your appointment at no additional charge, subject to availability. A same-day recurring reschedule results in a 25% charge.

What is your cancellation policy?

For one-time services, cancellation within 72 hours results in 25% of the service price being retained. Cancellation within 24 hours results in 50% being retained, and a same-day cancellation results in 75% being retained. A qualifying customer no-show or no-access appointment is non-refundable. For recurring services, a same-day cancellation results in 50% of the scheduled service price being retained.

What happens if my Crew Member can't get inside?

Customers are responsible for providing working and accurate access instructions. If your Crew Member cannot access the property because of a customer-controlled issue such as an unavailable key, incorrect entry code, locked gate, inaccessible building, or unavailable customer, the appointment may be considered a customer no-show/no-access appointment and may be non-refundable.

What if I'm unhappy with part of my cleaning?

Please contact Management within 24 hours of service completion and identify the specific in-scope area or task involved. We may request photographs and review the service documentation. If Management determines that an eligible in-scope task was reasonably missed or not completed to the expected service standard, we may arrange an appropriate corrective cleaning.

How do I pay?

Payments are processed electronically through our third-party payment processor, Stripe. Available payment methods must be presented during checkout or invoicing. Payment information processed through Stripe is subject to Stripe's applicable privacy and security practices.

How do I contact Happy Hellos Cleaning Co.?

You can reach us at 918-317-4744 or email [email protected].

Customer Expectations

We want every Happy Hellos Cleaning Co. appointment to feel straightforward from the moment you book until the final walkthrough. These expectations help customers, Crew Members, and Management know exactly what to expect.

Before Your Appointment

Please make sure the information provided when booking accurately reflects your home, its size, current condition, and the service you need. For new and non-recurring services, provide the requested photographs of your home whenever applicable. If photographs genuinely cannot be provided, give Management a thorough description of the property's current condition. Please notify us before service about pets, access restrictions, parking requirements, delicate or specialty surfaces, existing damage, restricted areas, or anything else your Crew Member should know.

Preparing Your Home

You don't need to professionally organize your home before we arrive. However, please provide reasonable access to the surfaces and areas you want cleaned. Excessive belongings or clutter may prevent a Crew Member from properly accessing an area. Please secure cash, jewelry, important documents, medications, firearms, fragile valuables, and other sensitive or high-value belongings before service. If something is particularly fragile, unstable, antique, damaged, or requires special handling, tell us before cleaning begins.

Property Access

Please make sure your Crew Member can enter the property at the scheduled appointment time.

Provide keys, door or gate codes, building instructions, parking information, or other necessary access details in advance. An adult age 18 or older should be available for the initial and final walkthroughs when applicable and should remain reasonably reachable by phone or text during service.

You are not required to remain with your Crew Member throughout the appointment.

Initial Walkthrough

During the initial walkthrough, review the service areas with your Crew Member and identify important priorities, existing conditions, restricted areas, and delicate items. The walkthrough helps make sure everyone begins the appointment with the same understanding of the home and booked service.

Your Crew Member cannot independently expand the purchased service or negotiate additional pricing. Any changes requiring additional services or charges must go through Management.

During Your Cleaning

Please allow your Crew Member reasonable space to safely and efficiently complete the service.

Children, pets, guests, contractors, or other activity in the home should not prevent safe access to the areas being cleaned. Working electricity and running water should be available when required for the booked service. If an unexpected condition is discovered that materially changes the amount or type of work required, the Crew Member may contact Management before proceeding.

Focus Hours

For Focus Hours, please prioritize your requested tasks from most important to least important.

Your Crew Member will work through those priorities during the time you've purchased. Because Focus Hours are time-based, booking a particular number of hours does not guarantee completion of every item on your list. If you would like additional time and scheduling allows it, Management can authorize the extension.

Before & After Photos

Before-and-after photographs may be taken as part of the service. These help document existing conditions, completed work, and the condition of the property before and after cleaning.

They also provide both customers and Happy Hellos Cleaning Co. with useful documentation if a question or concern arises later.

Pets

We love our furry neighbors too. Please let us know about pets before service and secure them when necessary to protect both the animal and your Crew Member. If your home has excessive pet hair, pet odors, stains, or similar conditions requiring additional work, an appropriate pet-treatment add-on may be necessary.

Existing Damage

Cleaning does not repair or restore damaged materials. Normal cleaning may reveal scratches, stains, deterioration, worn finishes, damaged grout, failing caulk, loose fixtures, or other pre-existing conditions that were less noticeable before the surrounding area was cleaned. Please identify known fragile, damaged, loose, unstable, or delicate items during your initial walkthrough.

Your Final Walkthrough

Whenever possible, please participate in the final walkthrough. Take a moment to look over the areas included in your service and bring an immediate concern to your Crew Member's attention.

The final walkthrough is the easiest opportunity to confirm that the purchased service has been completed as expected.

If Something Was Missed

If you discover an eligible in-scope cleaning concern after your Crew Member leaves, contact Management within 24 hours. Tell us exactly what area or task you're concerned about and provide photographs when requested. We may compare your concern with the before-and-after service documentation. If Management determines that an eligible task was reasonably missed or not completed to the expected service standard, we may arrange an appropriate corrective cleaning.

Requests for additional work, services that weren't purchased, permanent staining or damage, or conditions outside the booked scope are not considered missed-service concerns.

Rescheduling & Cancellations

Please give us as much notice as possible when your plans change. One-time appointments may be rescheduled before the service date without an additional charge, subject to availability. Same-day rescheduling results in a 25% charge. For one-time cancellations, 25% is retained when cancelling within 72 hours, 50% within 24 hours, and 75% for same-day cancellation. A qualifying customer no-show/no-access appointment is non-refundable. Recurring appointments may be rescheduled through the day before service without an additional charge, subject to availability. Same-day recurring rescheduling results in a 25% charge, while same-day cancellation results in a 50% charge.

Pricing, Refunds & Service Changes

Please contact Management for anything involving pricing, additional services, refunds, credits, discounts, cancellations, or changes to your booking. Crew Members are there to care for your home. They are not responsible for making administrative or financial decisions on behalf of Happy Hellos Cleaning Co.

Respect Goes Both Ways

Our goal is to provide kind, compassionate, and caring service, and we ask customers to extend that same respect to their Crew Members. Threatening, abusive, discriminatory, sexually inappropriate, harassing, or unsafe behavior toward a Crew Member may result in the immediate end of an appointment and may prevent future service.

Most Importantly

We want you to enjoy the reason Happy Hellos Cleaning Co. exists in the first place: having one less thing on your plate and more time for the people, moments, and things that matter to you.

Thank you for choosing Happy Hellos Cleaning Co.

A Cleaner Home. A Happier You.