Help & Frequently Asked Questions

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Booking & Scheduling

  • To secure your appointment, full payment is processed at the time of booking. This guarantees your scheduled date and time are reserved exclusively for your service. Any cancellations or changes will be handled in accordance with our cancellation policy.

  • You can book a cleaning service directly through our online booking system available on our website. Simply select the type of service you need, enter your home details, choose your preferred date and time, and complete the booking form.

    Our system provides real-time pricing, allowing you to see the exact cost of your cleaning before confirming your booking. Once your reservation is submitted, your appointment will be confirmed instantly, and you will receive a confirmation email with all of your booking details.

    For homes larger than 3,000 square feet, please contact us directly for a custom quote, as pricing for larger homes may require a different service structure.

  • No, you do not need to be home during the cleaning. Many of our clients provide secure entry instructions and return to a freshly cleaned home.

    If you will not be present, you may include detailed entry instructions when booking your appointment, such as door codes, lockbox information, or other access details. All entry information is handled with professionalism and used solely for the purpose of completing your scheduled service.

    If you prefer to be home during the cleaning, that is perfectly fine as well.

  • We recommend scheduling your cleaning at least 24–48 hours in advance to ensure the best availability. However, depending on our schedule, same day or next-day appointments may occasionally be available.

    Our online booking system shows real-time availability, allowing you to choose the date and time that works best for you.

    For the greatest flexibility and preferred time slots, we encourage booking as early as possible.

  • Elite Platinum Pro Clean proudly provides residential cleaning services throughout South Florida and the Treasure Coast. Our primary service areas include:

    • West Palm Beach
    • Jupiter
    • Palm Beach Gardens
    • Stuart
    • Palm City
    • Port St. Lucie
    • Jensen Beach
    • Vero Beach

    If you are located in a nearby area not listed above, please feel free to contact us to confirm availability. We are always happy to review service requests outside of our primary coverage area when possible.

  • Yes. During the online booking process, you can select from a variety of add on services such as deep cleaning, interior refrigerator cleaning, oven cleaning, interior window cleaning, and other specialty services. These add ons allow you to customize your cleaning based on your specific needs.

    If you need to add a service after booking, please contact us prior to your appointment and we will do our best to accommodate your request.

  • All payments are processed securely through our online booking system at the time of booking. This allows you to confirm your appointment quickly and ensures your service is reserved on our schedule.

    We accept all major credit and debit cards, and payments are processed through our secure payment provider.

    When your booking is submitted, a temporary authorization hold will be placed on your card to verify that it is a valid payment method. The payment will not be fully processed until after the cleaning service has been completed.

    For your convenience, all payments are handled securely and electronically, providing a smooth and contactless experience.

    We may also accept check payments on a case by case basis. If you need to pay by check, please contact our office directly prior to your appointment so we can make the appropriate arrangements.

Pricing and Policies

  • We understand that plans can change. Because your appointment time is reserved exclusively for you, the following policy ensures fairness for both our clients and our cleaning professionals:

    Cancellations or reschedules made 24 hours or more in advance:
    A full refund will be issued with no penalties.

    Cancellations made within 24 hours of the scheduled appointment:
    25% of the total booking amount will be retained, and the remaining balance will be refunded.

    Same-day cancellations, no-shows, or failure to provide access:
    The full booking amount will be retained.

    Access to the property:
    If our team is unable to access the property within 15 minutes of arrival, the appointment will be considered a same-day cancellation and will be charged in full.

  • Our pricing is based on several factors including the size of your home, number of bedrooms and bathrooms, the condition of the space, and the type of cleaning service requested (standard, deep cleaning, move-in/move-out, etc.).

    Our online booking system provides real time pricing, allowing you to see the total cost before confirming your appointment.

    Homes larger than 3,000 square feet may require a custom quote. Please contact us directly for pricing on larger properties.

  • We understand that life gets busy and things can pile up over time. Our goal is to help restore your space and make it feel fresh and comfortable again.

    If your home requires extra attention or is in heavier than average condition, we ask that you contact us prior to booking so we can review your specific needs and recommend the most appropriate service, such as a deep cleaning.

    This helps us ensure we allocate the proper amount of time and resources to deliver the best possible results for your home.

  • Your satisfaction is important to us. If you are not satisfied with any part of your cleaning, please contact us within 24 hours of the service, and we will work to address the issue and make it right.

  • We are a pet friendly service and understand that pets are an important part of your home. Our cleaning professionals are comfortable working in homes with pets.

    For the safety of both your pets and our cleaning professionals, we recommend securing pets that may be anxious, aggressive, or easily startled during the cleaning. This helps ensure the service can be completed safely and efficiently.

    If there are special instructions regarding your pets, please include them in the notes section when booking or notify us prior to your appointment.

  • At Elite Platinum Pro Clean, we use a flat rate pricing model to keep things simple and transparent for our clients. Instead of charging by the hour, the price is calculated based on factors such as the size of your home, number of bedrooms and bathrooms, the condition of the space, and the type of cleaning service requested.

    When booking online, our system will provide real time pricing so you can see the total cost of your service before confirming your appointment.

    Flat-rate pricing allows you to know the exact cost upfront, regardless of how long the cleaning takes, giving you predictable and straightforward pricing with no surprises.

    For homes larger than 3,000 square feet or properties requiring specialized cleaning, we recommend contacting our office directly so we can provide a customized quote based on your specific needs

  • For certain types of services, we may offer hourly pricing instead of flat rate pricing. With hourly pricing, the cost of the service is based on the number of hours required to complete the cleaning.

    This pricing structure is often used for services where the scope of work may vary, such as organization projects, post event cleanups, or situations where the level of cleaning needed cannot be fully determined in advance.

    During an hourly service, the cleaning professional will work within the scheduled time frame requested, focusing on the areas or tasks you prioritize. If additional time is needed, it may be requested depending on scheduling availability.

    If you are unsure whether flat rate or hourly pricing is the best option for your needs, please contact our office and we will be happy to help determine the most appropriate service for your situation.

Trust & Saftey

  • Yes. We understand that inviting someone into your home requires a high level of trust, and we take that responsibility seriously.

    Elite Platinum Pro Clean works with experienced and vetted cleaning professionals who are expected to maintain high standards of professionalism, reliability, and respect for our clients’ homes and belongings.

    Our goal is to provide a service experience that is professional, dependable, and respectful of your space, giving you peace of mind while your home is being cleaned.

  • Yes. Elite Platinum Pro Clean is fully insured, and we take the protection of our clients, their homes, and our cleaning professionals seriously.

    In addition, the independent cleaning professionals who perform services through our platform are expected to carry their own applicable business insurance. This helps ensure an added layer of protection and professionalism while services are being performed in your home.

    If you have any questions regarding insurance or coverage, please feel free to contact our office for additional information.

  • Yes. We take the safety and trust of our clients very seriously. Cleaning professionals who work with Elite Platinum Pro Clean are screened as part of our onboarding process, which may include identity verification and background checks when applicable.

    All professionals are expected to maintain a high level of professionalism, reliability, and respect for clients’ homes and belongings while performing services on behalf of our brand.

    Our goal is to ensure that every client feels comfortable and confident when welcoming a cleaning professional into their home.

  • While our cleaning professionals take great care when working in your home, we understand that occasional issues may arise. If you experience any concerns during or after your appointment, please contact our office as soon as possible so we can review the situation and work toward a prompt resolution.

    If any damage or service concern occurs, we ask that it be reported within 24 hours of the completed service so it can be properly documented and addressed.

    Our goal is to ensure every client has a professional, reliable, and positive service experience, and we will do our best to resolve any issues in a fair and timely manner.

  • At Elite Platinum Pro Clean, your satisfaction is very important to us. If you are not completely satisfied with any part of your cleaning service, please contact us within 24 hours of your appointment and we will review the concern.

    If an area of your home was missed or did not meet our service standards, we will arrange for the cleaning professional to return and re clean the affected areas at no additional cost, when appropriate.

    Our goal is to ensure every client receives a high quality, reliable cleaning experience and feels confident choosing our services.

  • We take privacy and data security seriously. All personal information provided through our website and booking system is handled through secure systems and encrypted payment processors.

    Your information is used solely for the purpose of providing and managing your cleaning services.

Managing your account

  • Booking your first cleaning is simple. Visit our website and use the online booking system to enter your home details, select the type of service you need, and choose your preferred date and time.

    Our system will provide real-time pricing, and your appointment will be confirmed instantly once your booking is completed.

  • If you need to update the service address for an upcoming appointment, you can do so by logging into your customer account through our booking system.

    If you need assistance or are unable to update the address through your account, please contact our office directly, and we will be happy to assist you.

  • You can update your payment method by logging into your customer account portal and updating your stored payment information.

    If you experience any issues updating your payment method, please contact our office and we will assist you with updating your payment details securely.

  • To change your password, navigate to the login page for your customer account and select the option to reset or update your password.

    If you have forgotten your password, you may use the “Forgot Password” option to receive instructions for creating a new one.

  • You can log into your customer account through the customer portal available on our website. Once logged in, you will be able to:

    • View upcoming appointments

    • Manage bookings

    • Update your address or payment information

    • Review past services

    If you have trouble accessing your account, please contact our office and we will be happy to assist you.

  • Yes. By logging into your customer account portal, you can easily view and manage your upcoming appointments. Through the portal, you can:

    • View upcoming bookings

    • Reschedule appointments (subject to our scheduling policy)

    • Update your contact or address information

    • Update your payment method

    The customer portal provides a convenient way to manage your cleaning services anytime.