FAQs
Your cleaning queries, answered!
Getting started
How do I access my Customer Portal?
Once you book a service with Prime Cleaning Systems, you will receive an email with your login credentials and a link to access your Customer Portal.
Simply click the portal link provided in your email and log in using your registered email and temporary password.
What can I do inside my Customer Portal?
Inside your Customer Portal, you can:
• View and manage upcoming bookings
• Access your booking history
• Update your contact information
• Reschedule or cancel appointments
• Download invoices and receipts
• Book new services anytime
I did not receive my login details. What should I do?
Please check your Spam or Junk folder first.
If you still cannot find your portal access email, contact our support team and we will resend your login credentials right away.
Can I update my contact information or address?
Yes. Go to the Profile section inside your portal to update your phone number, email, or service address.
Pricing & Policies
Do the cleaning professionals go through a background check?
Yes. Every cleaning professional we hire undergoes a thorough nationwide background check as the final step of our pre-screening process, ensuring only trusted, qualified individuals work in your home.
Can I trust my cleaning professional?
Absolutely. All of our cleaners are carefully interviewed and pass a nationwide background check. Only about 10% of applicants meet our high standards to become certified Prime Cleaning Systems professionals.
Is my billing information kept safe and secure?
Absolutely. Your payment information is protected on multiple levels. Our booking page uses extended validation SSL, and our forms are secured with 256-bit encryption. All transactions are processed through Stripe, which has its own advanced security protocols. We never store credit card numbers — only a secure token that allows us to process your payment. Rest assured, your information is safe with us.
What happens if something goes wrong during my appointment?
If anything doesn’t go as expected, we’ll make it right. Contact us immediately, and we’ll send a professional back to address the issue — that’s our promise to you.
Trust & Safety
What is your refund policy?
If something wasn’t cleaned to your satisfaction, please let us know within 24 hours. We’ll send a cleaner back to fix it. If you’re still not satisfied after the re-clean, we’ll issue a partial refund. Our goal is to make sure every home is cleaned perfectly.
What is your 200% Satisfaction Guarantee?
If you’re not happy with your cleaning, let us know. We’ll come back to fix it within 24–48 hours. If you’re still not satisfied after the re-clean, we’ll provide a partial refund. We want every service to leave you feeling confident and delighted.