Frequently Asked Questions

THE REFRESH CLEAN - STANDARD CLEANING SERVICES. The service professional will clean the kitchen, living room, bedroom(s), bathroom(s), and halls of your home unless otherwise requested. The professional will:

• Sweep, vacuum, and mop floors
• Wipe down and sanitize counter tops
• Clean all mirrors
• Dust windowsills and ledges
• Dust lampshades and picture frames
• Dust baseboards
• Clean sinks, toilet, and bathtub/shower
• Dust and vacuum furniture
• Clean outside of kitchen appliances and stove-top
• Remove dust and cobwebs
• Empty Trash
• Change sheets and make the bed (if requested)

The Refresh cleaning service is for homes receiving consistent professional cleanings monthly or more often.

FRESH START CLEANING - +$32. This in-depth service is tailored for homes that have not received consistent professional cleaning. In addition to the standard Refresh cleaning services, the Fresh Start includes:

• Professional assessment of space and specific cleaning needs
• In-depth cleaning of surfaces and floors, including hard-to-reach areas
• Dusting of Ceiling fans (client must provide safe stool/ladder)
• Pet hair removal

ADDITIONAL SERVICES (IF BOOKED).

• Pet hair removal: $9 – Included FREE in Fresh Start cleaning
• Clean inside refrigerator: $16-$32
• Clean inside oven: $16
• Organize/clean kitchen cabinets or closets: $22 each
• Detailed Dusting of Bookshelves: $16 per unit
• Windows (Inside Only): $11 each
• Laundry (if machine is inside home): $11 per load
• Dusting of Ceiling fans (client must provide safe stool/ladder): $11 – Included Fresh Start cleaning
• Cleaning Products (does not include equipment): $11

If your home hasn’t been professionally cleaned in a while, a little extra attention (and elbow grease!) is needed to meet the rigorous quality standards of Up & Go service professionals. For $32, the Fresh Start service tackles dust and dirt in hard-to-reach areas, stains on walls, stubborn tub rings—all the areas that need work to get your home looking like new. This service gets your home in great shape for a reduced-price Refresh cleaning next month, or for you to more easily keep up until you’re ready for your next Fresh Start. Learn more about what's included in a home cleaning on Up & Go.

The businesses on Up & Go are all owned by the people who clean your home. Booking with worker-owned businesses means living wages, better quality service, and a stronger community. 

The Bottom Line: the service professionals will spend as long as is needed to make your home truly clean. The number of hours will not affect your price.

PRODUCTS: The following eco-friendly cleaning products are needed for your home cleaning. You can provide them yourself, or, for an additional $11 the service professional can bring the products.

• White vinegar
• Baking soda
• All-purpose eco-friendly/non-toxic cleaning solution
• Borax or Liquid Castile Soap
• Natural Disinfectant Essential Oil such as: tea tree oil, grapefruit seed extract, lavender, and eucalyptus
• Rubber gloves

EQUIPMENT: We ask that you have the following equipment available and accessible to the service professional:

• Vacuum Cleaner (with attachments and replacement bags)
• Clean Mop and Bucket
• Dustpan and Broom
• Rags and Paper Towels
• Sponges and Scrubbing Brushes
• Toilet Brush 
• Garbage Bags

If you have any specific concerns about equipment and cleaning products, please contact us.

PAYMENT. To offer both you and the service professional the fairest rate based on home size and cleaning needs, your Up & Go booking includes a price range. Once your appointment has been confirmed, Up & Go will place a 7-day authorization hold on your payment method for the maximum price listed in your service summary. The final payment amount will be confirmed by your service professional at your first appointment, based on the size and condition of your home. In rare cases, if the service professional determines that the appropriate service price exceeds the estimated range, we will contact you before the start of the job. This final payment amount will be processed after your service is completed. 95% of the cost of service goes to the service professional. The other 5% covers Up & Go’s costs to book the appointment.

CANCELLATION. We ask that clients notify us of any scheduling changes within one business day in advance of your scheduled appointment. If you cancel less than 3 business hours* prior to your appointment, or the cleaning professional is unable to access your home per the instructions you provided, you will be billed for a No-Show Fee of 50% of the maximum estimated price for your requested service.

*Business hours are from 9am-5pm, Monday – Friday.

ACCESS DETAILS. The service professional must be able to access the home according to the access details you provide in your online booking. For your first appointment, you must either be at home to meet the service professional, or leave the key with a doorman. If there are any changes to the access method you selected, please update your appointment details or contact us at least 3 business hours prior to your appointment time.

SERVICE QUALITY SATISFACTION. As worker-owners of cooperative cleaning businesses, Up & Go service professionals are dedicated to providing the highest quality service and ensuring client satisfaction. If you are not satisfied with the cleaning service you received, please notify Up & Go within 2 business days of the completion of the job and the service professionals can return within 72 hours to finish the specific incomplete component of the job. If you do not want the original service professional(s) to return, another member of the cooperative business can finish the job.

Tips are not expected, but welcome for a job well done. Tip amounts, while entirely up to the client, are commonly 15% of the cost of service. At this time, tips may only be paid via cash or check to the service professional. Up & Go will notify all users when tipping becomes available through the platform.