frequently asked questions
Tip is not included in our rates. The usual tip is around 10-20%. If you’d prefer to tip after seeing the results, you can send it later via Venmo.
It would be great if you could provide a broom and/or vacuum cleaner, paper towels, and a step ladder if needed. If you prefer, we can bring a vacuum or paper towels for an additional charge.
For one-time services, we bring all necessary cleaning supplies.
For weekly or biweekly cleanings, you will need to provide all-purpose cleaner, Soft Scrub, window cleaner, and floor cleaning supplies. If needed, your Wizard can purchase these items for you and provide a receipt for reimbursement.
Here’s a list of our favorite products.
We treat your home with greatest care; however, should damage or breakage occur, we will have the item repaired or replaced if it cannot be repaired. Your Wizard is personally responsible for damages up to $500. Wizard of Homes NYC LLC does carry liability insurance. We are not bonded.
You’re welcome to stay home during the cleaning, but please avoid the room your Wizard is working in. It’s important for us to focus, and it can be stressful if we have to tiptoe around while you watch TV or hold off on vacuuming because you’re on the phone.
Most clients prefer to provide a key or leave one with the doorman.
Alternatively, we can meet you before you leave for work and slide the key under the door when we’re done—provided your door doesn’t lock automatically.
For weekly or biweekly cleanings, you will be assigned your own Personal Wizard. If your Wizard is unavailable due to illness or vacation, we will notify you, and you’ll have the option to skip, reschedule, or have a different Wizard sent.
If you’re not fully satisfied with your assigned Wizard’s work, you’re always welcome to request a switch. Everyone has different expectations, and each Wizard has their own unique cleaning style—don’t hesitate to try different Wizards until you find the perfect fit!
We kindly ask that you take a few minutes to pick up personal clothing, toys, and other household items. The less time your Wizard spends decluttering, the more they can focus on deep cleaning.
If we find that excessive decluttering is needed then we will reach out to discuss better preparation or adjust your rate accordingly.
If you don’t have time to tidy up beforehand, no problem! We’re happy to do it for you—an additional charge will apply for the extra time spent.
Cash, check, Zelle or venmo. Details will be given you at the time of confirmation. Let us know if you’d like to receive an invoice that can be paid with any credit card. There will be a 5% service charge to pay with a credit card.
Payment is due on the day of your service. You can leave your payment on the kitchen counter. Do not leave it with doormen.
If you need to cancel or skip your scheduled cleaning, we require at least 24 hours’ notice.
Cancellations with less than 24 hours’ notice or failure to provide access to your home will result in a $70 late fee or a lockout fee equal to your cleaning rate.
To terminate regularly scheduled cleanings, please submit your request in writing via email or text.
Important: Please do not inform your Wizard directly about schedule changes—all changes must go through management.
Yes, we do! Our gift certificates make the perfect gift for weddings, birthdays, Mother’s Day, housewarmings, and more.
To purchase, simply contact us with details about the home you’d like cleaned (number of bedrooms, bathrooms, etc.), and we’ll provide a quote for the service.
We can send the certificate via mail or email, either directly to you or to the recipient on your behalf.
Want to make it extra special? We can even bring fresh flowers on the day of the cleaning! 🌸✨
If you’re not completely satisfied with our service, please reach out to us right away. We are committed to making things right and ensuring you receive the quality cleaning we promised.
While we do not offer refunds, we’re happy to arrange a free re-clean to address any concerns. Your satisfaction is our priority!