Frequently Asked Questions

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 hold our team to a high standard because your trust is the whole business.

Yes. Every WellNest employee is a W-2 employee, not a gig worker or independent contractor, and is hired, vetted, background-checked, E-verified, trained, bonded, and insured by WellNest directly. That means one accountable company stands behind every person who enters your home or facility, with proper liability coverage if anything is ever damaged. In the unlikely event something is damaged, please notify us within 24 hours and we'll make it right. Documentation is available on request.

Yes, we process credit cards using Stripe, which is PCI-compliant. All credit card information is stored by Stripe.

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.

It is in the best interest of both client and company to dispatch the same crew to your home with each cleaning. We have collectively over two centuries worth of experience on our team with an average employee tenure of 4.5+ years so no matter which of our crews comes to your home, you are assured a high-quality clean by trained professionals.

No, unless you'd like to be. Most of our customers are at work or running errands during their regular cleaning. We'll work out an entry method when you book, whether that's a smart lock code, a garage code, a key kept locked and secured at our office, or a key left with your front desk, doorman, or a neighbor. Every WellNest cleaner is vetted, background-checked, E-verified and highly trained, so your home is treated with the same care whether you're there or not. And plenty of customers simply stay home while we work.

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

Sometimes there are instances where we 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.

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!

Yes. You'll always have an English-speaking point of contact, and our support team is easy to reach by phone, text, or email with questions, special requests, or notes for an upcoming visit. Call or text the office at (571) 749-2121 any time, including during a clean. You can also manage your schedule and update your preferences from your online account. Anything you'd like passed along to your team, just let the office know and we'll make sure it's handled.

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.

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.

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.

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.

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.

Recurring service runs on a fixed schedule (weekly, biweekly, or monthly) on the day and arrival window we agreed up front. Rescheduling is straightforward. Let our office know and we'll work with you to find another slot. To avoid a $50 cancellation fee, please give us notice by 3 pm the day before your scheduled cleaning. The same fee applies if we arrive for a scheduled cleaning but aren't able to gain access to your home.

Tell us within 24 hours of the cleaning, and we'll come back and re-clean any area that was missed or didn't meet our standards at no additional charge. That's our 100% Satisfaction Guarantee. If a regular contact path didn't get it resolved, Phil's email is phil@gowellnest.com and it goes straight to him.

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.

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.

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.

Yes. Refer a friend or neighbor and they get $100 off their first cleaning, and you get a free cleaning as our thank you. Have them enter your name in the Referral box when they register. There's no limit to the number of referrals you can earn.

Per visit, yes. A home cleaned weekly never accumulates what a monthly home does, so each visit takes us less time. We price every-two-weeks service at 25% below the monthly base rate, and weekly at 30% below. For a three-bedroom, two-bathroom home that's $285 monthly, $214 every two weeks, or $200 weekly. There's no contract, so you can change your cadence any time.

A flat rate. The price you see when you book is the price you pay, and it doesn't change because a visit ran long or the team hit traffic. Many cleaning companies quote by the hour, which means the final cost isn't known until the work is finished. We also don't need an in-home estimate to give you a price.

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.

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.

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.

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.

We clean facilities in all industries, including financial institutions (banks), commercial buildings, fitness facilities, office suites, medical facilities, and many others.

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.

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.