FAQ
Questions clients actually ask
12 answers, and none of them a runaround. Can’t find what you’re after? Call or text 865-229-6737 and ask us directly.
01 · 6 questions
Booking & scheduling
What’s included in each package?
- Standard
- The regular maintenance clean for an existing recurring client — kitchens, bathrooms, dusting, and vacuuming or mopping every living area.
- First-Time Standard
- A new client’s first visit at the Standard tier. Extra time is built in to bring the home up to Simpli Kept’s baseline before switching to regular recurring visits.
- Deep
- Everything in the Standard Clean, plus baseboards, door frames, light fixtures, and detailed kitchen and bathroom scrubbing.
- Move-In / Out
- A top-to-bottom clean of an empty property — inside cabinets and drawers, inside appliances, and closets all included.
- Market-Ready
- A prep clean for a home going on the market — showcase-ready for listing photos and showings.
How far ahead do I need to book?
At least 24 hours’ notice on any request, so every home on the schedule gets its full time — there’s no rush exception. You can book as far out as 90 days in advance.
What times can I book?
Cleanings run between 7am–9pm, seven days a week, and the calendar only offers a start time early enough for the whole visit to finish before the end of the day — so no job gets rushed to beat the clock. Need something outside those hours? Ask. Every request is reviewed by hand anyway, so you’ll get a real answer rather than an automatic no.
What happens after I submit a request?
Every request is reviewed personally — nothing is auto-accepted. You’ll get a text and an email the moment it’s confirmed. If the exact time doesn’t work on our end, we propose a different one instead of just declining, and you can accept or decline that new time.
How do I reschedule?
From your account dashboard, or by calling or texting 865-229-6737. The same notice windows as cancelling apply to rescheduling — see the cancellation policy below.
What’s your service area?
Knoxville, Oak Ridge, Maryville, Lenoir City, Powell, Tennessee — 5 towns, kept deliberately tight. If an address falls outside the area, the booking form says so plainly rather than taking a job that can’t be reached. See the full service area →
02 · 3 questions
Pricing & billing
How does billing work?
Your card stays on file and is charged when the cleaning is finished — never up front, and never as a deposit. Simpli Kept never stores your raw card number; that’s handled by Stripe, the payment processor.
Is there a minimum charge?
Yes — $149 on any visit, however small the job. If your package and add-ons come to less than that, the total is brought up to the minimum, and you’ll see it itemized on your summary before you submit anything.
What’s your cancellation policy?
Fees depend on how much notice you give. They’re charged to the card on file and itemized separately — never folded into your next cleaning invoice.
- 24+ hours' notice
- No fee
- Less than 24 hours' notice
- $25
- Same-day cancellation
- $50
- No entry
- $75
03 · 2 questions
During your visit
Do I need to be home?
No. Most clients leave a key, a door code, or other entry instructions on their property profile and go about their day. If we arrive and genuinely can’t get in — no key, no code, no answer — that’s treated as a no-entry cancellation; see the policy above.
Do you clean around pets?
Yes — just tell us about them on your property profile so we know what to expect. Homes with heavy shedding carry a pet hair surcharge ($25+) for the extra time and equipment it takes.
04 · 1 questions
Trust & policies
What if I’m not happy with the clean?
Tell us. There’s no manager to escalate to and no script to get through — call or text and we’ll make it right. You can also rate every visit from your dashboard once it’s done.
Thoughtfully Clean. Simpli Kept.
Still have a question?
Ask directly, or go ahead and book — you can add notes along the way.