FREQUENTLY ASKED QUESTIONS

UPDATED JUNE 6, 2020

 

PopUP CleanUP cares about the health and safety of people, places and our planet.  Our clients are comforted by the consistent quality of our service providers and environmentally sound cleaning solutions for every occasion. They make moments memorable, we take care of the rest!

GENERAL

Q. IS POPUP CLEANUP AVAILABLE IN MY AREA?

A. We are currently available in select cities and states on the west coast. Please see our list below:

  • Los Angeles County

  • Orange County

  • Riverside County

  • San Bernardino County

  • Ventura County

Q. HOW  ARE YOUR PROVIDERS CHOSEN?

A. We review each provider's application, check references, contact current and past clients, review all relevant business documents and review their background check.  Once all of these steps are completed we provide quality control for each cleaning assignment. 

Q. ARE ALL PROVIDERS LICENSED, BONDED, AND INSURANCED?
A. Yes, before we allow providers to be listed on our platform we physically check their license, bonds and insurance policies.   We send out automatic reminders to our providers 3 months prior to their documents expiration dates and if they do not renew their policies 30 days prior to expiration they are automatically taken off of our platform. 

Q. CAN I SPECIFY WHICH SERVICE PROVIDER I WANT?
A. We are confident every service provider you encounter on our platform will deliver A+ service.  We do not allow for provider selection.  In our experience, availability of service and getting the job done when you need it is of great importance.  Once you book your service we send out your request to all available service providers.

 

PRIVACY POLICY 
 

BILLING AND PAYMENTS

Q. INVOICING, RECEIPTS AND BILLING HISTORY?

A. Once you have booked your service, we  automatically send you a confirmation of your pending appointment.   When the service provider completes your service request we charge your credit card on file and send you an email of your paid receipt.   A list of your billing history is available when you log into  your account. 

Q. WHEN AM I CHARGED?

A. We place a hold on your credit card when you book the service.  Your credit card will be charged immediately after the service is completed by the provider. 

Q. HOW DO I PAY?  CAN I PAY CASH?  DO I TIP?

A. Once you have provided the details of the cleaning you require, you will be taken to a service hold page where you will enter your payment information.  We will hold the amount of the service on your credit card.  Once the service is completed by our crew member your credit will be charged immediately. We do not accept cash payments. A tip is never required, but if you are feeling generous feel free to tip.

Q. WHAT IS YOUR CANCELLATION POLICY?

A. You can cancel your service at any time.  If your service is cancelled 72 hours before it is to begin, we will not charge a cancellation fee.  If you cancel within 48 hours before the service there is a 20% cancellation fee. 

 

Q. HOW IS THE PRICING OF THE SERVICE DETERMINED?

A. The base price for cleaning  houses, apartments, condos, lofts, and commercial spaces is determined by square footage and the type of service you request for that specific job.  There are items you can choose to have detailed or deep cleaned which will add additional fees to your base price.  Additional charges are clearly labeled.

 

Our pricing for events vary depending on the following factors:

  • Square Footage of Space

  • Estimated # of guest expected

  • Condition of the space, which will be accessed previous to the contract being submitted

  • Number of restroom

Q. HOW DOES YOUR SATISFACTION GUARANTEE WORK?

A. We are so confident of our services that we actually guarantee your satisfaction.  PopUP CleanUP guarantees to respond to and promptly resolve any specific service issues within one business day.  If for any reason, PopUP CleanUP should fail to meet either of these obligations, you are entitled to a complimentary cleaning service call. This is a key differentiator between POPUP CLEANUP and other suppliers. 

Q. HOW DO I UPDATE MY PAYMENT INFORMATION?

A. Log into your account.  On the top right hand corner of the screen, click on the menu icon, scroll down to and click on account Account Settings.  Click change payment and enter your information. 

ACCOUNT SETTINGS

Q. HOW DO I KNOW THE WEBSITE/APP IS SECURE?

A. We are 164-BIT encrypted. If you do not see the lock icon at the top left hand corner of your browser, log-in and off. 

Q. WHAT DEVICES AND BROWSERS DO YOU SUPPORT?

A. We support Google Chrome,  Internet Explorer, IOS and Apple. 

Q. WHERE DO I DOWNLOAD THE APP?

A. Refer to Booking App
LINK to IOS
LINK to Apple store

Q. IS THERE A LOG-IN TROUBLESHOOTING GUIDE?

A. Refer to Booking App

Q. HOW DO I UNSUBSCRIBE FROM EMAILS, CALLS OR MAIL

A. You can unsubscribe from our emails by either hitting the unsubscribe button at the bottom of  any email we have sent to you.  When we call you, you can request to be put  on our  do not call list. 

Q. HOW DO I CHANGE MY PASSWORD?

A. Refer to Booking App

 

 

BACKGROUND CHECK PROGRAM

Q. HOW IS COVID-19 IMPACTING THE POPUP CLEANUP BACKGROUND CHECK PROGRAM?

A. Processing times are slower due to COVID-19. Allow up to 7 business days for background checks to be completed.

Q. WHICH PROVIDERS UNDERGO A BACKGROUND CHECK?

A. PopUP CleanUP requires a criminal records search by a third-party vendor as part of our certification process.  Only one criminal records search of either the business owner or principal manager of the business is required within the State in which the business is providing services on behalf of PopUP CleanUP.  Our third-party vendor uses a national criminal database (“NCD”) to screen service professionals.  The comprehensiveness of the NCD varies by state.  Please be aware that the reporting in the NCD is particularly limited in the following states: AL, CO, DE, GA, ID, KS, LA, ME, MA, MI, MS, MT, NE, NV, NH, NM, SD, UT, VA, VT, and WY. 

Q. HOW CAN I TELL IF A PROVIDER HAS PASSED A BACKGROUND CHECK?

A. PopUP CleanUP does not allow service providers to create a profile if they have not passed a background check. 

Q. IS A BACKGROUND CHECK PERFORMED ON EVERY EMPLOYEE OF THESE PROVIDERS?

A. Refer to Booking App

Q. HOW DO I UNSUBSCRIBE FROM EMAILS, CALLS OR MAIL

A. You can unsubscribe from our emails by either hitting the unsubscribe button at the bottom of  any email we have sent to you.  When we call you, you can request to be put  on our  do not call list. 

 

PopUp CleanUP Circular LOGO splash.png

3818 Crenshaw Blvd., #437
Los Angeles, CA 90008

Tel: (323) 538-0188

info@popupcleanup.com

  • LinkedIn
  • Instagram
  • Twitter
  • Facebook

© 2020 by MJC Agency for PopUp Clean Up. All Rights Reserved.