support@gowellnest.com
Frequently Asked Questions
Trust and Safety
Who are your cleaners? Can we trust them in our home or office?
Yes, trust and safety are the most important component of our business. Prior to being hired, WellNest Crew Leaders and Crew Members undergo a series of interviews, reference checks, and criminal background checks. By undergoing such a rigorous process, we validate our team members’ legal status to work, character, tax payment, and interest in the job. We all take extreme pride in growing WellNest into a national brand.
Are you insured and bonded?
Yes, WellNest is insured and bonded. We are always careful and value your support as a customer, in the unlikely event that an object is damaged, please notify us within 24 hours.
Is the online payment function of the website secure?
Yes, we process credit cards using Stripe, which is PCI-compliant. All credit card information is stored by Stripe.
When will my credit card be charged?
Credit cards are charged after the appointment, typically the following business day. You will receive an automated receipt directly from Stripe when the card is charged.
Who are your cleaners? Can we trust them in our home or office?
Yes, trust and safety are the most important component of our business. Prior to being hired, WellNest Crew Leaders and Crew Members undergo a series of interviews, reference checks, and criminal background checks. By undergoing such a rigorous process, we validate our team members’ legal status to work, character, tax payment, and interest in the job. We all take extreme pride in growing WellNest into a national brand.
Residential Cleaning FAQ
Will I have the same team each time?
If you sign up for a subscription, we do everything we can to send the same team each time. It is in our clients’ best interests as well as ours. This is challenging with monthly customers but we always do our best to send the same team or at least someone who has been to your home before.
Do I need to be home during the cleaning?
No, unless you’d like to be! Our customers either leave us a key for future use (which we keep locked and secured), leave a key with the front desk / doorman / neighbor, or let us into the home and head off to work or elsewhere. Or many customers will simply hang out as we scrub.
Many products claim to be green or organic or all-natural. However, when we read the labels, there’s lots of unhealthy stuff in there. What makes your supplies different?
We use the following supplies:
- Eco-Me Multi-surface floor cleaner: Water, Coco Glucoside (Plant-derived soap), Decyl Glucoside (Plant-derived Soap), Capryl Capryl Glucoside (Plant-derived Solubilizer), Leuconostoc (Radish Root Antimicrobial), Xanthan Gum, Natural Plant Essential Oils, Glyceryl Caprylate Caprate (Vegetable-derived Thickener), Potassium Sorbate (Food-grade Preservative)
- ECOS Dishmate Hypoallergenic Dish Soap: Water, Sodium Coco Sulfate (plant-derived surfactant), Cocamidopropylamine Oxide (plant-derived surfactant), Lauramine Oxide (plant-derived surfactant), Coco Betaine (plant-derived surfactant), Phenoxyethanol (preservative), Ethylhexylglycerin (preservative), Tetrasodium Glutamate Diacetate (plant-derived water softener), Natural Fragrance, Citric Acid (plant-derived pH adjuster).
- Dr. Bronner’s Hemp Citrus Pure Castile Liquid Soap: Water, Organic Coconut Oil, Potassium Hydroxide, Organic Palm Kernel Oil, Organic Olive Oil, Organic Orange Oil, Organic Hemp Oil, Organic Jojoba Oil, Organic Lemon Oil, Organic Lime Oil, Citric Acid, Tocopherol
- BotaniClean, an EPA-registered disinfectant. Here is the Safety Data Sheet for our primary disinfectant, which has been EPA-approved. https://www.jondon.com/pub/media/pdf/msds_docs/MS-US-MBBC.pdf
We use the following other supplies for various purposes:
- Baking soda
- Vinegar
- Water
- Lemon essential oil
Ok. The all-natural thing is awesome. But I have some spots that require chemicals. What happens then?
Sometimes there are instances where need to bring in chemicals such as bleach and oven degreasers. The most common examples include mold and mildew in the bathrooms (bleach) and caked on grease on and within the cooktop and oven (Easy-Off Degreaser). If these areas are not treated immediately upon sight, the mold will grow upon itself (potentially into the grout) and the grease will continue to grow and potentially cause a grease fire. Our Supervisors are trained to know how and when to use these chemicals to minimize impact while still properly cleaning the area that needs special treatment. However, after use of these chemicals, we make sure to re-clean with our all-natural products to do everything we can to rid the area of the chemicals.
Our Management monitors the use of the chemicals through micro-managing the actual amount provided to our crews.
We have cats and dogs. Is that OK?
Yes! We love pets. We simply ask that curious pets are able to stay in a nice, comfortable spot so our crews can be efficient. This is especially important when we’re running the vacuum cleaner!
Will I be able to communicate with the WellNest crew?
Yes, we require all Supervisors to understand basic English speaker. Please understand that English tends to be their second language so speak slowly and ask if they have any questions. If you have any concerns communicating with our team, simply call us at 800 791 2878 and we will assist.
Can the team take their shoes off during the cleaning?
This presents a Workplace Hazard for our teams. As part of our response, all of our crew members wear work-approved clogs that are disinfected between jobs and washed nightly. These clogs are only worn during work hours.
Can the team vacuum underneath the couch, recliner, or other heavier furniture?
We will move furniture that is less than 25 pounds. If you’d like us to vacuum under the couch or any other furniture, please move it ahead of time and be prepared to move it back when we are complete. Our teams are not equipped nor properly trained to move this type of furniture.
Can I give specific instructions to the crew or ask for specific requests?
Yes, most certainly, however we ask that you let us know prior to the appointment of any special requests. We have a “Special Requests” box within our Registration and you may also let us know via email or phone call ahead of time. Simply email support@gowellnest.com and we will add the specific requests to your account. Additionally, you are able to “Send a message to your team” within your user portal that applies to individual appointments.By letting us know ahead of time, we can prepare our schedule accordingly and the team will go into the job with an understanding of the special request. Additionally, there are certain requests that often require discussion with management.
Why is there an arrival window? Why can’t the team be right there at the appointment time?
We are not an on-demand, “Uber for X” platform with independent contractors. We have vetted and trained employees that begin work at 7:30 AM and finish when the day’s cleanings are done. Our system is designed to keep the teams moving from one cleaning to the next at the approximate time each customer selects. That said, things happen. We have same-day cancellations, cleanings take longer than anticipated for various reasons, employees call in sick, there’s a major traffic jam on I-66, etc. Our window allows us to give our customers a window to plan around (like kiddos’ naps and meal times!) while giving us the flexibility to manage the unforeseen circumstances that inevitably happen in the service business.
I don’t own a vacuum. Can we simply use your commercial vacuum?
All of our teams carry vacuums but many clients prefer us to use their vacuums. If you leave your vacuum out, we will use it so long as it has been serviced and is in proper working order.
Residential Pricing and Tipping
I see your pricing is based on the number of bedrooms and bathrooms in the home. But what about the kitchen, living room, dining room, stairs, etc.?
The cost as shown on our Home Page is inclusive of the entire home, unless otherwise requested. We simply use the number of bedrooms and bathrooms for pricing purposes as it is the most efficient and simple approach.
I don’t use all the bedrooms and bathrooms in my home. What should I enter for pricing?
We use the number of bedrooms and bathrooms as our pricing model as a simple way to estimate square footage and number of rooms within the home. The industry typically uses a frustrating formula of square footage + pets + number of rooms + in-home assessment + other factors. By sticking with the number of bedrooms and bathrooms, we are able to estimate the size of the kitchen, living room, dining room, stairs, hallways, and other parts of the house. Although you may not use all bedrooms and bathrooms, please enter the total number of bedrooms and bathrooms for pricing.
Should we tip the crew?
While tips are certainly appreciated, they are definitely not expected. If you’d like to tip, standard protocol for the team is $5 to $20 per home, depending on the size of the home.
I want to tell my friends all about WellNest. Do you have a referral program?
Yes, we offer a Referral Bonus of $50! We would love for you to tell your friends and neighbors about us! Simply have them enter your name in the “Referral” box at Registration and we will apply a $50 credit to your next appointment. There is no limit to the number of referrals you can earn. If you use the Referral Link in your portal, your friends and neighbors will receive 10% off their first cleaning as well (not applicable for Move-in, Move-out, or Post-construction cleanings).
Commercial Cleaning FAQ
Where do you service?
We service Arlington, Alexandria, Falls Church, McLean, Vienna, Reston, Herndon, Sterling, Ashburn, Leesburg. We have commercial and residential contracts throughout Northern Virginia. Please note we are not licensed in Washington, DC.
What is green cleaning? Is it effective?
WellNest Commercial Cleaning uses only Green Seal certified products, meaning your building will be cleaned in a healthy way with eco-friendly products. Additionally, we follow Green Seal’s Guidelines for Safer Cleaning and Disinfecting.
How much do you charge?
Prices vary based on the size of the facility, the scope needed to maintain a clean facility, and other additional services. We follow our three-step Framework to properly assess, analyze, and prepare a cleaning scope that delivers modern best practices in cleaning and disinfecting while keeping costs low.
What services do you perform?
We are experts in cleaning facilities of all sizes, typically between 5,000 and 250,000 square feet. We clean restrooms, vacuum, sweep, mop, dust, remove trash, wash windows, clean blinds, clean vents, strip and refinish floors, among many other responsibilities.
What industries and types of facilities do you clean?
We clean facilities in all industries, including financial institutions (banks), commercial buildings, fitness facilities, office suites, medical facilities, and many others.
How do you handle Quality Assurance?
Our Training and Quality Assurance Programs were built by an 18+ year industry executive who is also a former military officer and owner-operator of an International Language school. We use the CleanTelligent software platform to enable two-way communication between us and our clients. All inspections are managed through the software. All of our Account Managers are ISSA Certified Custodial Technicians. Our Account Managers perform regular and surprise on-site inspections, documenting the results within the system for full transparency.
Can you provide us with a quote?
Contact us for a customized quote. In order to provide an accurate quote, we will follow our three-step Framework to properly assess, analyze, and prepare a cleaning scope that delivers modern best practices in cleaning and disinfecting while keeping costs low.