When will you process my payment?
Our system automatically charges your default payment method two days before your scheduled service, around 5 PM CST. If the payment method fails, it will attempt to run the card two additional times at 10 AM CST and 12 PM CST the following day. We’ll let you know if we have any issues when the…
Read MoreDo you offer discounts?
Coupons are issued to customers for promotional purposes. You may have received various coupons in a welcome package if Spruce services recently launched at your community. Not all coupons are valid for all service types. This includes Move Out Cleans, which are excluded from all discounts and coupon types. Please note that a coupon is…
Read MoreCan I make changes to my service?
You can update notes and add-ons until 5pm two days before we start your service. One of the key reasons that Pros choose to work with Spruce is that we are able to provide predictability of scheduling to ensure they spend more time cleaning and earning, and less time on the road. As a results,…
Read MoreCan I cancel my service?
To avoid incurring any cancellation fees (deducted from your refund at the time of cancellation), reschedule or cancel your booking by 5 AM two days prior. You are able to cancel any booking through the app until 8 AM the day of your service. This cancellation policy supports our housekeeping team’s wages and provides stability…
Read MoreWhat happens if your team is unable to enter my home or the building I live in?
In the event that we cannot gain entry to your home, we will reach out to you directly in an attempt to quickly resolve the issue. We will wait 15 minutes on the day of service to try to get access through the customer/leasing office and if unsuccessful, we will work to reschedule your service…
Read MoreHow long will you spend cleaning my home?
We have a maximum time allotment to complete a checklist of tasks depending upon the size of your home, the cleaning package you select, and the number of housekeepers present for the service (sometimes we work in teams of two). We always strive to complete everything on our list, but this is contingent upon the…
Read MoreCan I schedule my service for a more specific time than morning, afternoon, or anytime?
While we’re happy to work with you to find the arrival window that works best for you, we cannot accommodate requests for exact service times. Our service times are a reflection of our housekeepers’ availability and your property’s operating hours. If you have a more narrow preference than the morning, afternoon, or anytime, you may…
Read MoreDo you offer move-out services?
Moving is a lot of work, but booking our move-out cleaning can make it a little easier. The unit must be in your possession for a Move Out Clean to take place, and must be completely vacant (emptied of all personal items). Please ensure that electricity and water are still available, and we will clean…
Read MoreWhat should I do with my pets during my service?
We have certain requirements in place to safeguard your pets while prioritizing our housekeepers’ comfort and security. We kindly ask you to keep any dogs in your household away from our housekeepers while they’re sprucing up your home (kenneling or removing them from the home is preferred). You may allow your cats to roam around…
Read MoreHow will you access my home? Do I need to pre-arrange a key pickup?
Have specific entry instructions for us? Keep us up to date on gate codes, door code, smart locks and lockbox locations by leaving us a note when booking your services. It is the responsibility of each customer to meet property specific requirements to grant Spruce access to their home. Please check your property’s specific permission-to-enter…
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