Customer Assistance
We want you to feel completely comfortable when you schedule with us. Below you'll find answers to frequently asked questions and a summary of our key policies. If you don’t see your question here, please get in touch and we’ll be happy to help.
Frequently Asked Questions
How do I create an account?
When you schedule your first cleaning, an account is created automatically. We'll send you a link to set your password so you’re all set for future appointments.
Do you service my area?
We’re based in northern Maryland. If we can reach you within about an hour of our office in Cecil County, Harford County or the Baltimore Metropolitan Area, you’re in our service area.
What’s included in a standard cleaning?
Standard cleaning covers everything required to keep a home neat: sweeping or vacuuming floors, cleaning bathrooms, wiping kitchen counters, dusting surfaces and tidying living spaces. Extras such as fridge or oven cleaning can be requested when scheduling your appointment.
How is the price determined?
We price based on the number of bedrooms and bathrooms in your home. When you call to schedule, we'll ask a few quick questions and give you a personalised quote.
Do you bring your own supplies?
Yes. We arrive fully equipped with professional cleaning products and tools. If you prefer eco‑friendly products or have a special request or instructions, please call our office and we’ll do our best to accommodate.
Can I request additional tasks?
Absolutely. For any special instructions or additional tasks, call our office so we can make sure those notes are added to your appointment.
Can I apply a coupon or refer a friend?
Mention your coupon code when scheduling your cleaning and share your referral code with friends via your account dashboard. When a friend schedules with your code, you both receive credits toward future service.
Is my payment information secure?
Yes. Our payment system is protected by SSL encryption and credit card details are processed via a trusted payment gateway. We don’t store your card number – only a token that allows us to charge your card after the service.
Do your cleaners go through background checks?
Every cleaner is interviewed and undergoes a nationwide background check before being hired.
What if I’m not satisfied?
We stand behind our work with a 100 % satisfaction guarantee. If something isn’t right, let us know and we’ll come back to fix it at no additional charge.
Key Service Policies
| Policy | Summary |
|---|---|
| Payment | We accept credit or debit cards only. We run a pre‑authorization check one day before your appointment to ensure your card is valid; you’re only charged after the service is completed. If you cancel, the pre‑authorization is voided within a few business days. |
| Satisfaction Guarantee | Conduct a walk‑through with your cleaner after service. If you’re not completely satisfied, we’ll re‑clean missed areas free of charge. If we cannot access your home at the scheduled time, the full quoted cost may be charged. |
| Upgrades & Downgrades | If our team determines an upgraded cleaning is needed, we’ll advise you before starting. You can downgrade your service up to 48 hours before your appointment; within 48 hours the original quoted price applies. |
| Customer Concerns | Notify our office within 24 hours of your appointment arrival time if anything was missed. For example, if your appointment window is 10:00–12:00, please contact us by 12:00 PM the next day with photos of the areas of concern. All communication should be handled through the 4 Suns Cleaning office — please do not exchange personal information or arrange follow‑up directly with our cleaners. |
| Cancellation & Rescheduling | Make changes or cancel by 5 PM two business days before your appointment. Monday and Saturday appointments must be adjusted by 5 PM the previous Thursday. Late changes incur a $75 fee. |
For a full explanation of our policies, please contact our support team.