Frequently Asked Questions

Do I have to sign a contract for Lapa Lopa Clean? What are the sign-up and cancellation costs?

There’s no contract.

No sign-up fees.

No cancellation costs.

No fees at all other than your monthly cost.

So how does it work?

Your place is cleaned every two weeks for an affordable cost that is renewed on a month-to-month subscription. If you’re traveling,  you can always pause the service and start it again when you get back in town. And there’s no fee for that either.

 

 

Pricing

We focus on cleaning your kitchen and your bathroom(s), that’s why our pricing is based on the number of bathrooms in your apartment. By concentrating on these areas, we can get in and out of your place faster – which allows us to do more apartments per time window. This efficiency means cost savings for us and for you.

Here’s how we define the size of a bathroom:

.5  or Half bath  = toilet + sink

1  or Full bath = toilet + sink + shower/tub combo

1 or Full bath = toilet + sink + shower

 

Our scheduling is also designed to save you money. We group apartments to create regular cleaning days in each building. This allows the cleaner to clean multiple apartments in the same location – a much more efficient schedule. Another efficiency that lowers cost and makes the service less expensive for you.

What’s included in my service? / What gets cleaned? / Why didn’t my cleaner make the bed?

Your cleaning service includes a focused clean of the Kitchen and Bathroom with a general clean of the rest of the apartment.

On the same day, every other week, your cleaner will clean:

Kitchen:

  • Countertops
  • Sink
  • Stovetop
  • Appliance Fronts
  • Microwave
  • Floor

Bathroom:

  • Countertops
  • Sink
  • Toilet
  • Tub/Shower
  • Mirror
  • Floor

General clean of the rest of the apartment:

  • Light Dusting
  • All Floors
  • Empty Trash

 

Here are some services we’re looking to add in the future:

  • baseboard cleaning
  • vacuuming couches/upholstery
  • making the bed/changing the sheets

Have ideas or suggestions? Let us know: letschat@lapalopa.com

I have a pet. Will you still clean my place? (UPDATED July 12, 2018)

Of course! We’d love to clean your place. Our pet policy is below.

LAPA LOPA PET POLICY

Dogs:

We ask that your precious pup is safely secured in the apartment or removed from the apartment before your cleaner comes.

Why?

  • We love dogs  & want to make sure they stay safe: It would break our hearts if your darling managed to escape when the cleaner was entering or leaving your place.
  • You benefit from a better clean: When your cleaner doesn’t have to worry about taking care of messes because your doggo is scared or navigating around a friendly four-legged pal that’s constantly underfoot – the cleaner can focus on doing their best job.

Cats:

We get that cats are a whole different animal (no pun intended) and are most likely going to do their own thing and ignore the cleaner. Your sweet cat is welcome to roam free in its home provided as long as it doesn’t interfere with the cleaner’s work – and that includes trying to escape when the cleaner enters/exits the apartment.

If this happens, we’ll ask you to make arrangements for your feline friend to be secured in the apartment or removed from the apartment for the next cleaning.

Feathered friends, furry friends, and all other free roaming animal buddies:

We ask that all other animal friends be secured in the apartment or removed from the apartment before your cleaner comes.

Why?

  • We love all animal friends  and  want to make sure they stay safe: It would break our hearts if your darling managed to escape when the cleaner was entering or leaving your place.
  • You benefit from a better clean: When your cleaner doesn’t have to worry about being startled by a scurrying buddy or dive bombed –  they can focus on doing their best job.
What cleaning supplies does my cleaner use? / Do I have to provde cleaning supplies?

Your cleaner brings all the tools and cleaning supplies they need to make your place sparkle – except trash bags. We recommend eco friendly/green cleaning  tools and solutions for their Cleaning Kit.

If you’d rather your cleaner use supplies you provide – please leave the supplies on the kitchen counter, along with a note asking your cleaner to use your supplies. You should also update “Additional Instructions” in your Cleaning Profile so that your cleaner will know you’ll be leaving supplies for their use. 

Emptying your trash is included in the standard service. If you want new bag(s) in the bin(s), please leave new bags on the kitchen counter.

Can I add on a service: single cleaning outside of schedule, changing my sheets, cleaning my oven, cleaning the inside of my fridge, doing windows?

For right now, we have a standard service.  This allows us to focus on delivering  high quality.  We do plan to start offering additional options in the near future to even better meet your expectations.

This service would be a great gift for [awesome person in my life]. How do I purchase a gift code for prepaid service?

We think so too and it’s on our list as a feature to be added in the future!

How we schedule your cleanings

To make the service more efficient for the cleaners and less expensive for you, we group apartments together and create regular cleaning days for buildings.

When you sign up for the cleaning service, our automated system gives you a tentative date based on your building’s schedule and when you want cleanings to start. We’ll reach out to you and update you if there are any changes to that date.

After your first cleaning, you’ll be on a fixed regular schedule – the same day every two weeks. We work hard to keep your schedule consistent but if your cleaning falls on a holiday, we’ll reach out to you with an alternative date.

 

My cleaning is scheduled! What do I do now?

Congratulations!

Closer to your cleaning date, your profile will be updated with the name of your cleaner as well as their arrival window. Here’s more info on how we schedule.

If you have a sweet cat or a wonder dog (or any other animal friend), please check out our Pet Policy.

Everything else you need to prepare can be found in our Clean Prep Guide.

Do I need to be home to let my cleaner in? How does my cleaner get in my place?

You don’t need to be home to let your cleaner into the unit.  Some neighbors leave a spare key/key fob with the concierge and the cleaner returns it when finished cleaning. Other neighbors choose to have the concierge let the cleaner into the apartment and have the concierge lock up after the cleaner finishes. Adding Lapa Lopa to your guest list/access authorization list can help expedite the process.

 

Do I have to confirm my appointment?

You don’t have to worry about confirming your appointment. We’ll still show up to clean your home as long as we can access your unit.

If you don’t want us to show up, you’ll need to skip the appointment.

I didn’t have all my cleanings this month because I had to cancel/cleaner couldn’t get in my place. Do I get a credit for the missed cleaning?

We’re able to offer the service at such an affordable cost because we offer packages of cleanings – cleaning every other week for a monthly charge. Much like buying a “#  of classes per month” package for dance/yoga/fitness/art classes, if you don’t use the entire package, we don’t refund your money or credit your account.

When is my cleaner coming?

When you first sign up for the service, the app gives you a tentative start date. Then we’ll reach out to you to confirm that date.

Afterwards? Your cleanings are on the same day,  every other week – unless the date falls on a holiday.

You can always check the app for the most updated cleaning date information.

How do I skip a cleaning? / The scheduled day doesn’t work for me. What do I do?

Sometimes life happens – if you can’t be home, that’s okay. As long as we can get in, we can clean.

Your service is on a fixed bi-weekly schedule, which means that a cleaner comes out on the same day, every other week. We do this to make it more efficient for the cleaners and less expensive for you. At this time, we aren’t equipped to take specific day requests so we can’t change the date.

However, you can skip your cleaning.

Please be advised that no refund is issued/credit is given for skipped cleanings. 

Here’s how:

  1. Login and navigate to your Cleaning Dashboard.
  2. Select to ‘Adjust Cleanings’,
  3. Choose a ‘One time skip’
  4. Confirm that you are skipping your cleaning

 

 

I need to take a break from the cleanings for awhile. How do I do that?

If  you need to take a long break from cleanings, you’ll have to login and suspend your service. Please be advised that when you suspend your service, all scheduled cleanings are immediately canceled, your subscription is turned off, and there are no refunds for unused cleanings.

Suspension not what your looking for? You can always skip your cleaning(s) instead.

Here are the steps you need to take to suspend your cleanings:

  1. Login and navigate to your Cleaning Dashboard.
  2. Select to ‘Adjust Cleanings’,
  3. Choose a ‘Suspend’
  4. Select a reason for suspension
  5. Confirm that you are suspending service

 

When you’re ready to resume your cleanings, you’ll need login and Activate the service:

 

  1. Login and navigate to your Cleaning Dashboard.
  2. Select to ‘Adjust Cleanings’,
  3. Choose ‘Activate’
  4. Follow screens to confirm date and payment details

 

Once you’ve completed activation, we’ll get you back on the schedule and start your cleanings again.

Who is cleaning my place? / Who are the Lapa Lopa cleaners?

Lapa Lopa Clean launched with a team of employees that included full-time cleaners. As the business expands, we plan to add independent contractors as well. All cleaners undergo a background check before they begin cleaning.  After they start cleaning, we run regular, additional background checks and use customer feedback to ensure that the cleaner remains trustworthy and consistently delivers the high quality service our Neighbors expect.

 

I really liked the person who cleaned my place. Can I get them again next time?

Maybe.

We definitely listen to your feedback and do aim to generally schedule the same cleaners when the ratings are good.  To keep our pricing as competitive as possible, we work hard to optimize the scheduling for our cleaners and that sometimes requires us to shift assignments.  Additionally, our cleaners choose their own work schedules so availability is another factor.

My cleaner came and I am less than impressed. Who do I contact?

We are so sorry that happened. We definitely want to hear your feedback to learn how we can better and to deliver high quality service.  Please contact us here.

My cleaner didn’t show up! What do I do?

We are so sorry that happened. We will work with you to ensure that your place is cleaned as soon as possible – at no cost to you. Please contact us.

How do I cancel my service?

 Please be advised that when you cancel your service:

  • all scheduled cleanings are immediately canceled
  • there are no refunds for unused cleanings
  • your auto-billed subscription is immediately deactivated

To prevent accidental cancellations our end, the system doesn’t allow us to cancel your service for you. Here are the steps you need to take:

  1. Login and navigate to your Cleaning Dashboard.
  2. Select to ‘Adjust Cleanings’,
  3. Choose a ‘Suspend’
  4. Select a reason for suspension
  5. Confirm that you are suspending service

Your service has now been canceled. All future cleanings are removed from the schedule and your subscription is deactivated.

I have a question or three that isn’t answered in this FAQ. How do I reach Lapa Lopa?

The best way to reach us is to email us: letschat@lapalopa.com