Frequently Asked Questions (FAQ)
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1. What is your cancellation policy?
We kindly ask for at least 24 hours’ notice if you need to cancel or reschedule a service. Same-day cancellations may be subject to a $40.00 fee, as staff time and travel are already reserved.
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2. Do you offer refunds for cancellations?
Refunds are not issued for late cancellations or no-shows. However, if a service must be rescheduled with proper notice, we’re happy to apply your payment toward your next appointment.
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3. Is pricing negotiable?
No. All pricing is non-negotiable. Our rates are carefully structured to cover staff time, travel, supplies, and the high-quality service Rêverynce is known for.
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4. Do you have a minimum service requirement?
Yes. We require either a minimum of 5 tasks or a 2-hour booking block. This ensures staff time and travel remain worthwhile while still giving you flexibility.
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5. Is there a service fee for small jobs?
Yes. A $35 base service fee applies to bookings under 5 tasks or 2hrs. This covers travel, setup, and ensures smaller jobs are still fairly compensated.
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6. What forms of payment do you accept?
We accept credit/debit cards and other electronic payment methods directly through our booking system. For recurring clients, payments can be securely stored for automatic billing.
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7. Do you require payment upfront?
Yes. All services must be paid at the time of booking to reserve your appointment.
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8. Can I swap or change tasks once booked?
Yes, task swaps are allowed as long as the time requirement is equivalent and changes are made at least 24 hours before your appointment.
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9. What services do you not offer?
We currently do not offer wall washing, carpet shampooing/extraction, power washing, paint touch-ups, major repairs, donation transport, leather furniture cleaning or trash hauling.
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10. Are your cleaners trained?
Yes. All Rêverynce cleaners undergo structured training in cleaning methods, safety, and customer care to ensure consistent results.
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11. How do you ensure customer safety?
Staff are vetted, background-checked, and trained in professionalism. For transparency, all bookings and communications are managed through our secure platform.
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12. What about child safety during cleaning?
We kindly request that young children be supervised or kept clear of active cleaning areas for their own safety.
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13. What about pet safety during cleaning?
Pets should be secured in a safe space away from cleaning zones. This ensures their safety and allows staff to work efficiently without distractions.
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14. Do I need to provide supplies?
No. Our staff bring their own professional supplies. If you prefer eco-friendly products, you may request our EcoCare™ upgrade at booking.
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15. Will the same cleaner come every time?
For recurring bookings, we do our best to provide consistency. However, availability may occasionally require substitutions with another trained staff member.
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16. Do you guarantee satisfaction?
Yes. If something was missed or not up to standard, please contact us within 24 hours so we can address it promptly. We’ll review your concerns and, when appropriate, send staff back to make it right.
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17. Do I need to be home during the cleaning?
No, you don’t need to be home. Many customers provide secure entry instructions (lockbox, code, or spare key). We recommend being present for your first appointment to walk through any special requests.
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18. Are tips expected?
Tips are never required but are always appreciated for excellent service. 100% of tips go directly to your assigned cleaner.
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19. Do you offer subscriptions or memberships?
Yes. Rêverynce offers Bronze, Silver, Copper, and Palladium membership tiers that include bundled savings and recurring service options.
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20. How do I book a service?
All bookings are handled through our secure online booking system. Simply choose your tasks, select a date/time, and complete checkout to reserve your appointment.
​21. How long will my cleaning take?
The time depends on the number of tasks selected and the condition of your home. Our staff work efficiently, but we don’t rush — quality is always the priority.
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22. What if my home requires more time than booked?
At Rêverynce, our goal is to complete every service with precision and care. We schedule based on the tasks you select, but if additional time is required due to unexpected delays (such as unprepared areas, frequent interruptions, or pets/children in active spaces), we’re happy to accommodate. Extra time is billed as Extended Service Time at $25 per 30 minutes. This ensures every detail receives the attention it deserves, while keeping our schedule fair for all clients.
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23. What if something gets damaged?
Our staff are trained to handle items with care, but accidents can happen. Rêverynce is insured, and we’ll work with you to resolve any incidents fairly.
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24. Do you move furniture when cleaning?
We clean around and under furniture that can be safely moved by one person. For liability reasons, we do not move large, heavy, or fragile items.
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25. Can I book a one-time service without a subscription?
Yes. While memberships offer the best value, you may book one-time or occasional cleanings anytime through our booking system.
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26. What areas do you serve?
We currently serve the Greater Lansing area & surrounding suburbs. Expansion may be available in the future as we grow.
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27. How do I prepare for my cleaning appointment?
We ask that you tidy up personal items, toys, and clutter so our staff can focus on cleaning tasks. For safety, please also secure pets and valuables.
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28. What happens to my scheduled cleaning if there is inclement weather?
At Rêverynce, safety is our top priority—for both our clients and our team. If severe weather conditions make it unsafe to travel, we may cancel and reschedule your appointment. In such cases, we will notify you as soon as possible and work with you to set a new service date at the earliest convenience.
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29. I live in an apartment and need an excluded task done, like an interior oven clean. Can this be added to my service?
Absolutely. While our standard apartment cleanings (Urban Elegance™) cover all of the basics, tasks such as interior oven cleaning are part of our Premium Tasks list. To include it, simply select the needed add-on when booking your appointment. This way, you’ll receive your full apartment cleaning plus the extra service tailored to your needs—all in one visit.