FAQ

PAYMENT

How do I use my coupon?


You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that are already completed.




Can I apply a coupon to an existing appointment?


Absolutely. Simply enter your coupon (giftcard) code into the booking form as you are creating your booking. Your final price will automatically change to reflect your coupon balance. At any time you can log into your account and see the balance on any giftcards you have.




My discount code is not working, what can I do?


If your discount code is not applying to a booking, please make sure the booking details are completed to ensure the booking is eligible for the discount. E.g. Email, Service date and Service. If you have any issues, please contact us and let us know.




Do you need my credit card information to redeem a Coupon?


Yes, to finish your booking with a coupon of voucher the credit card information form needs to be completed. This way when additional service is requested on the day of the service we are able to handle all payments automatically. But rest assure this is only after a job well done. If you have any questions or issues, please contact us.




How much will it cost?


Pricing is based on information you provided on the booking form for average condition, sight unseen. The Frequency Referral Agency reserve the right to present new proposal if home condition is extreme, or decline job if condition is beyond any means of work.




How do I pay?


Make any payments to The Frequency Referral Agency. We accept Discover, Visa, Amex and MasterCard. However, please keep in mind cash, checks are not accepted. We can charge your credit card directly after each cleaning and email you the receipt immediately. The domestic workers cannot be paid until the clients’ payment has been received so this allows the domestic workersto get a speedy payment.




Why does the first cleaning cost more?


The domestic workers is new to your home and is getting acquainted to the layout, they expect that the first cleaning will require more effort for any home starting a new service, and this may also result in the use of extra cleaning products. Once the first cleaning is done, you'll benefit from the lower prices because your domestic worker is able to continue to upkeep on a regular basis.




Should I give the domestic worker a tip?


It’s not uncommon to tip 10-15% in the housekeeping industry, and while it’s appreciated, there are no expectations.




Do I have to sign a contract?


There is no long term contract. The entire cleaning service or an individual cleaning can be canceled or rescheduled up to 48 hours before the scheduled time without any fees. We do ask you to sign a terms of service agreement at the time of booking.




Do I have to file a 1099?


The Frequency Referral Agency will issue a 1099 to all domestic workers at years end. This is our responsibility and we take it seriously to ensure we’re doing our part to document proper tax records.





COMMON QUESTIONS

Do you carry insurance?


Even with great care from the domestic workers, unfortunately sometimes accidents occur. If there’s something in your home that’s very important to you such as an heirloom, you may consider asking the domestic workers to leave that item alone. The domestic workers are responsible for their own work. If there is any breakage or damage, they will handle this issue with you directly. The Frequency Referral Agency is not the employer of the domestic workerswe refer to you.




Can I request special tasks or extras?


Sure thing. There are different ways to tell us your extra needs. When filling your booking form you can request additional tasks or extras. You can contact us, or after booking simply respond to your confirmation email or log into your account and add any comments you would like to be applied to your service.




Do the domestic workers provide cleaning supplies, products and equipment?


Yes, although you’re welcome to provide a different product you prefer or arrange with the cleaner different preferences you may have. Please contact us or respond to your confirmation email or log into your account and add any comments you would like to be applied to your service.




How do I book my first appointment?


Simply go to our booking form and schedule your appointment online. If you have any issues, please contact us and let us know.




How many domestic workers will be coming to my home?


One or two domestic workers, depending on the size of your home, your cleaning specifications, domestic workersavailability and your preference are all taken into account.




What do I have to do to prepare for my home cleaning?


You can do as much or as little preparation for the domestic workers, however it will keep costs low if the home is picked up for the cleaners to get straight to work upon their arrival.




Will I get the samedomestic workers each visit?


Yes. However if your domestic worker needs the day off or is sick, we will reach out to see if you’d like to be rescheduled to another day when they’re available or if you prefer to request a different domestic worker for the day currently scheduled. If your domestic worker is no longer available permanently, then we're able to match you with a different domestic worker seamlessly. That's the benefit of working with an agency.




Do the domestic workers offer Eco-friendly products?


Yes, most domestic worker offer an Eco-friendly option. Although not every product they carry may be Eco-friendly. Please check with your domestic worker or provide a different product you prefer.




How will the domestic worker access my home if I’m not home?


That’s completely up to you. You can give us a garage code, you can leave the door open, or you can have a lock box on site. We've seen the lock box works best since you can change the code when a new domestic worker is matched to your home.




What if I have a security system?


You can leave the alarm system off on cleaning day or give us instructions on how to deactivate and reactive the alarm to store in your work order notes.




If I provide a house key, who is responsible for my key?


You can give it directly to your domestic workers, however many of our clients use lock boxes to store their house key and give us the code for their file. Lock boxes allows you to put it out on cleaning day only or just leave it out and forget about it. It also allows you to change the combination when you change domestic workers. This reduces the likelihood of getting a lock out fee of $45 in case you forget to put a key under the mat.




What time will the domestic workers be at my home?


Due to cleaning jobs variation and travel time, there is a 2 hour window of arrival provided at the time of scheduling the job. If you do not need a 2 hour window and can have cleaning anytime during business hours, please let us know.




What if I need to reschedule an appointment?


We have a 48 hour rescheduling policy to minimize leaving a domestic workers without work. The 48 hours gives us time to try to re-fill the cleaning schedule. Feel free use your client portal for any schedule changes. Anything later than 48 hour notice may result in a $25 late cancellation/reschedule fee.




Am I able to skip a cleaning with ongoing service?


Yes, with a 48-hour notice in advance. However, please keep in mind that this has an impact on the domestic worker's income and should be done sparingly. You might find that it would be more suitable to reduce the scheduled frequency if you’re skipping regularly.




What about my pets?


If your pet is over excited or territorial, please put them in a different area to keep them and the domestic workersprotected.




What is our cancellation policy?


We have a 48 hour cancel and rescheduling policy to minimize leaving a cleaning professional without work. The 48 hours gives us time to try to re-fill the cleaning schedule. Feel free use your client portal for any schedule changes. Anything later than 48 hour notice may result in a $25 late cancellation/reschedule fee.





YOUR ACCOUNT

Is my billing information kept safe and secure?


We have three levels of security in place. First off our booking page is protected by extended validation SSL. Secondly, our booking form has it’s own layer of 256 bit security. Third, credit card transactions are processed by stripe and is layered on their own 256 security protocol. In addition, no credit card numbers are stored in our system (only a token that allows us to charge the card). Rest assured we take security very very seriously.




How do I create a Frequency Account?


When you book service an account is automatically created for you. Simply set up your account, choose your password, and you’re ready to go. Alternatively, you can create and log into your account at this link.




How do I log into my account?


Us this link (My Account) to go to our login page to access your account.




How do I reset or change my password?


You can submit a password change request on the customer login page. Click here and use the 'Forgot your password?' option.




How do I change my address?


Log into your account and update your address in your upcoming booking. Alternatively, you can contact us and we will update your address for you.




How do I change my credit card?


Log into your account (My Account) and update your card on file. Your new card will automatically be noted as your default card.





SPIRITUAL SERVICE

What are the spiritual services?