Frequently Asked Questions

Frequently Asked Questions

Getting Started

Booking with iSHINE is simple. Click the “BOOK NOW” button on any of our pages to access our booking page. 

You can customize your cleaning, see our availability, receive an instant price quote, and book your cleaning there. 

If you prefer to call us, you can also book over the phone at (914) 368-6804.

We operate from Monday – Friday 8:00 am – 6:00 pm. Limited weekend bookings are available upon request.

The Premium Cleaning is our most detailed “deep clean” experience that is offered as a one-time clean or on a recurring basis (weekly, every two weeks, every three weeks, every four weeks, every five weeks, every six weeks), and generally includes: 

  • Dusting, wiping, vacuuming, wet/dry mopping
  • Dusting & wiping baseboards
  • Exterior of kitchen appliances
  • Interior of microwave
  • Disinfecting important areas in the bathroom, kitchen, doorknobs, and light switches
  • Interior of kitchen appliances can be added as extras
  • Basic tidying & organization

See a full list of what is included on our Cleaning Checklist Page

The Deep Cleaning includes the same services as the Premium Cleaning. To book a deep clean, select “Premium Clean” on the booking page. 

The Move In & Move Out Cleaning is the most comprehensive top-to-bottom cleaning that prepares you for your move.

The moving cleaning includes all the extras, such as inside the stove, cabinets, closets, and the refrigerator. 

See a full list of what is included on our Cleaning Checklist Page

To get the most value, we would recommend the Premium Cleaning service

You receive discounts on scheduled cleanings, exclusive member benefits, and you can be sure your home is always cleaned with the utmost detail and highest standards. 

Cleaning costs depend on several factors, such as:

  • The size of your home
  • Number of bedrooms
  • Number of bathrooms
  • Service you choose
  • Whether it’s recurring
  • Current condition

The average Premium Cleaning costs approximately $225 – $450.

The average Standard Cleaning costs approximately $150 – $250.

Please note we are not a discount cleaning service. It would be impossible to deliver the quality we offer at lower pricing. 

No! All our services are month-to-month, and you can cancel whenever you want. 

The cleaning length typically depends on the condition and size of your home and the last time it was professionally cleaned. 

With two maids, you can expect a cleaning time of 3-4 hours on average. Our cleanings are very thorough to ensure the highest quality.

Please note that your first Premium or Standard Cleaning will take longer than the subsequent cleans. 

Yes, we come fully equipped with eco-friendly supplies needed to make your home look and smell amazing. 

Our products are tough on dirt and germs but safe for the environment, your family, and pets. 

Our all-purpose cleaner is an EPA registered Hospital grade disinfectant that kills 99.9% of viruses and bacteria, including Coronavirus, Monkeypox, Salmonella, Influenza A, Staph, MRSA, Listeria & Pseudomonas Aeruginosa. 

We also bring our own vacuums and mops which are serviced regularly, emptied, cleared, and sanitized (where applicable) in between clients for extra safety.

Our cleaning processes are built around our supplies & equipment, which is one reason we can offer such a high-quality clean.

If you have a special request, please let us know, and we will see if it can fit into our cleaning regimen. 

No, you do not need to be home. If we have a door code or you leave a spare key, we can enter.

We are not able to hold a copy of your key for security purposes and would recommend using a lockbox. 

If it is your first clean, we encourage you to be home so we can get to know you and exactly how you want certain things done in your home. 

Sure thing!

Just let us know in advance where you’d like us to start cleaning so we can try to keep out of your way. 

Yes, we actually love pets and might bring a healthy treat (with your permission)! 

If they don’t like vacuums or strangers, we would recommend using a crate or isolating them temporarily in a room that isn’t being cleaned (garage). 

All our billing is handled electronically. 

You may pay by credit card or debt from a bank account. We can save your card on file for recurring cleans for extra convenience. 

Upon request, we can email or text you an invoice that you can pay after each clean. 

Absolutely, and we appreciate it so much. 

Feel free to leave cash or add a tip with your online payment. 

100% of tips get split between the maids at your appointment. 

Pricing & Policies

Your satisfaction is our top priority. 

Even though our maids go through training and we have detailed processes and procedures, we are human and sometimes can miss things during a clean. 

If there is an issue with your cleaning and you notify us (by email, call, or text) within 48 hours with a photo of what was missed, we will do our best to come back at no additional charge. If we aren’t able to alter our schedule, we will offer you a partial refund. 

One of our managers will call or text you after every cleaning to see how everything went. 

There is no fee for cancelations made more than 24 hours in advance.

If you cancel and your appointment is less than 24 hours away, there is a $57 cancelation fee. 

All recurring cleaning services after the first clean are discounted. 

Please note that the first clean is a higher price since more time and detail are required to prepare your home for maintenance. 

While we train hard and always strive to deliver greatness, we understand that in rare occurrences, something might slip through the cracks.

If you ever have an issue, please call, email, or text us within 48 hours and we will make things right. You are our top priority. 

You are not charged until after the cleaning is completed.

Due to OSHA regulations and our internal safety procedures, we do not clean the following:

  • Heavy mold removal
  • Hoarding homes
  • Animal & human bodily fluids, blood, feces, vomit, cat litter, bird cages, and urine.  
  • Areas that we can’t reach with extendable poles

Often times it is difficult to estimate exactly how long a clean could take since dirtier areas require extra attention and time. 

In between cleans our maids need enough time to travel and prepare for your clean.

The arrival windows helps us offer competitive prices for similar services and makes scheduling easier. 

We want to ensure we provide you with the best service possible, and the arrival window helps us do that. 

Our rates may change from time to time depending on several factors, such as cleaning product costs, operational costs, or restructuring of recurring cleaning discounts. 

If we are locked out of your home, we will make every effort to contact you to arrange access. If we are not able to gain entry within 30 minutes, you will be charged a $67 lockout fee. The fee is used to pay employees for time and travel. 

To prevent the lockout fee, please arrange in advance to provide us with a key in a lockbox or a code to enter your home. 

We do, and we greatly appreciate any referrals. 

If you love our service and would like to refer a friend, you will receive $50 towards a clean after their first clean, and your friend will get $50 off their first clean.

Manage Your Cleanings

To ensure we are able to provide a thorough cleaning, please prepare your home in advance by completing the following:

  • Provide easy access to all areas that require cleaning (floors, counters, table tops, etc.)
  • Declutter toys, clothes, papers, and other obstacles
  • Leave a change of bed sheets on the beds you want to be changed
  • Clear dishes out of the sink and drying rack, and load dishwasher

After you schedule your first booking, an online account is automatically created for you. 

To complete the setup process, be on the lookout for an email with instructions on setting up a password. 

Keep your password in a safe place. 

After you have created an account, you can log in and access your dashboard here:

If you want to cancel your online account, email, and we will process your request as soon as possible (typically within two business days). 

To edit your booking, you can do one of the following:

Trust & Safety

Absolutely! We disinfect the following areas of your home:

  • Kitchen sink & countertops
  • Bathroom sink, shower, and toilets
  • Light switches & door knobs

The all-purpose cleaner we use is EPA registered for disinfecting and sanitizing hospitals, intensive care units, veterinary hospitals, daycares, schools, and more. 

This disinfectant kills 99.9% of viruses and bacteria, including Coronavirus, Monkeypox, Salmonella, Influenza A, Staph, MRSA, Listeria & Pseudomonas Aeruginosa. 

It’s also safe for your family, pets, and the environment. 

Yes, all cleaners receive background checks prior to employment. 

Yes, we have general liability insurance, so you are protected at all times.

Our products are researched and carefully selected based on safety and effectiveness. 

Our all-purpose cleaner is an EPA registered Hospital disinfectant that kills 99.9% of viruses and bacteria, including Coronavirus, Monkeypox, Salmonella, Influenza A, Staph, MRSA, Listeria & Pseudomonas Aeruginosa. 

All other products are eco-friendly, non-toxic, and don’t contain bleach or other harmful chemicals. 

We are committed to keeping your family, pets, and the environment safe.