Frequently Asked Questions
Trust and Safety
Who are your cleaners? Can we trust them in our home?
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 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.
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 cleaning products claim to be “green” or “organic” or “all-natural,” but when we read the labels, there’s still 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
We use the following other supplies for various purposes:
- Baking soda
- Lemon essential oil
- Thyme essential oil — This is rated by the EPA to be as effective of a disinfectant as bleach. Please note we use a very small amount (1 drop per 32 oz. bottle) as excessive amounts are toxic like traditional household cleaners.
Okay, the all-natural thing is awesome. But I have some spots in my house that must 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 (Knock-out Oven and Grill Cleaner). 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 this okay?
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 an English speaker to be on each of our teams. Please understand that English tends to be their second language so speak slowly and ask if they have any questions.
Can the team take their shoes off during the cleaning?
This presents a Workplace Hazard for our teams. Rather than taking their shoes off, we carry shoe covers our teams are happy to wear on carpeted areas.
Can the team vacuum underneath the couch, recliner, or other heavier furniture?
Similar to above, this presents an insurance concern for our company. Our rule is 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 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 firstname.lastname@example.org and we will add the specific requests to your account. 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 there right 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?
Yes, simply leave a note during Registration or send a note to email@example.com and let us know. All of our teams carry vacuums, although for sanitation purposes, it is better if we use our customers’. We don’t want to be carrying pet dander and other bacteria from someone else’s home into yours!
Pricing & 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 in 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 offer a referral bonus?
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).
Do you offer Gift Cards?
Do gift cards have an expiration date?
Gift cards expire exactly 1 year from the date of delivery.
Are gift cards refundable? Can gift cards be exchanged for cash?
Gift cards are nonrefundable and may not be exchanged for cash.