Frequently Asked Questions

We make it a priority to make sure that our clients are totally comfortable, and know exactly what to expect before starting services with us. We use a compassionate, human approach to the cleaning service industry. We don't want to be called "the best". We want to be the ones that care the most!

Do you have a list of what gets accomplished during a cleaning?

Yes! Click here to see what's included in all of our deep clean visits!
Click here to see what's included in our recurring maintenance visits!

What areas do you service?

We service the entire state of Delaware! Unfortunately we do not service Maryland, but it is on our list of future locations!

Should I prepare for my cleaning visit?

You’ll get the best cleaning possible if you pick up any items laying around such as clothing or toys. This allows our team to get more cleaning accomplished in each room. Any surfaces or floors that are covered with clothing, clutter, toys, etc., will simply be worked around, so please don't feel like you have to clear everything! It’s also very helpful if you put away any meaningful items that we don’t want getting damaged in any way!

How will the cleaning team enter my home if I'm at work?

Most clients provide us with a garage code or a door code to enter their homes. A lockbox containing a key on your property is also an option. Some clients prefer to be home on the day of their cleaning. The decision is yours and whatever makes you feel most comfortable!

If you have a security system that would need to be un-armed when we enter your home, please let us know instructions, and we will arm your system when we leave for the day!

(*If you prefer not to provide a house key or entry code, a $50 lock-out fee will be applied to cover payroll expenses if our team arrives at your home and there’s no one there to answer the door.) We appreciate your understanding!

How long will it take to clean my home?

First time deep cleans can take a team anywhere from from 3-8 hours in your home, depending on the size of your home and the amount of cleaning required. Recurring cleanings with a solo cleaner thereafter can be anywhere from 3-6 hours, depending on size, as a general guideline.

Do I have to leave my house during the cleaning or secure my pets?

It’s YOUR home. :) Please feel free to go about your daily routine, or hang out in a specific area that you can ask us to clean last! If you have pets that aren’t aggressive towards strangers, please feel free to let them do their thing. After all, it’s their home too!

Do I need to provide any cleaning supplies?

Other than a toilet brush that you must provide, (we don't think you want to share one with another household!) we bring everything else needed to clean your home. The exception to this is move-in/move-out cleanings when homes are empty, we will provide a toilet bowl brush in those instances!

What forms of payment do you accept?

We accept credit/debit, Venmo, Cashapp, and cash. If you would like to pay for your recurring cleanings with a card, we require that clients leave a card securely on file through Stripe card processing services to help facilitate easy and reliable billing for your recurring cleaning visits! We do not have access to your card information at any time. Payment will be charged on the day of your cleaning.

Will I get a reminder about my appointment?

Shinosaur sends out an automated text reminder 4 days before your appointment with an approximate time frame of arrival.
Any cancellations within 48 hours of your appointment will incur a $50 cancellation fee, due before the date of your next cleaning. We thank you in advance for your understanding!

How do I cancel one of my cleanings?

We know that life happens and you can reschedule your cleaning up to 48 hours before your appointment by texting us at the following numbers:
For New Castle County: (302) 66-SHINE (302-667-4463)
For Kent County: (302) 49-SHINE (302-497-4463)
For Sussex County: (302) 49-SHINY (302-497-4469)
If you do not have text messaging capability, you can also call. Unfortunately, cancellations within 24 hours of your scheduled cleanings are subject to a $50 cancellation fee, due before your next appointment. Cancellation fees not paid by your next appointment will result in cancellation of any upcoming appointments until paid. We appreciate your understanding!

Multiple Cancellations

Any clients who have skipped recurring cleanings and go over 8 weeks without a cleaning visit, will unfortunately be charged the deep clean price on your next visit to get your home back to Shinosaur standard. Two months or longer without a cleaning takes our team significantly longer to get your home or business back to standard and utilizes more in labor costs. We’d never want to leave your home less than beautiful by doing a sloppy or rushed job!

What things in my home will not be cleaned?

Any homes with evidence of live insect, pest, or rodent issues. We want to ensure that our equipment and supplies don’t inadvertently transfer any live pests/eggs/etc. from home to home.
Any excrement from humans or animals, or any bodily fluids such as blood or hazmat cleaning situations.
We do not clean the inside of any cabinets, drawers, or closed closet doors to ensure your privacy, unless specifically granted permission from our clients.
We cannot clean any areas that cannot be reached with an 3-foot extended handle duster or a two-step stepstool. Our team members are not permitted to use ladders at any time to ensure their safety.
Our team members cannot move furniture or appliances such as dining room tables, couches, beds, dressers, shelving units, nightstands, fridges, ovens, and the like. We will clean beneath these items as well as we can. This is for safety reasons, as well as to make sure that we don’t damage your furniture, or any gas or water lines, or scratch your beautiful flooring! If you would like to move any of your own furniture on the day of your cleaning so your staff can clean underneath/behind those areas, we’d love to get rid of those hidden dust bunnies for you!

Will I have the same cleaning technician on every visit?

We try our best to ensure that our clients are able to build a relationship with their assigned cleaner, and attempt to have them on every one of your cleanings. In situations where your cleaner is unable to come to work on your cleaning day, we will make sure you have another fantastic team member to make your place shine!

What kind of cleaning products will be used?

We primarily use Melaleuca brand cleaning products as a safer more eco-conscious alternative to traditional cleansers. In certain instances, chemical cleaners may be used if needed (such as a gentler fume-free oven cleaner) and disinfecting Lysol toilet cleaner, but if you prefer to have 100% green cleansers at all times, just let us know! We cannot provide or handle any cleaning products containing bleach, harsh chemicals, or noxious fumes, to ensure the safety of our staff.

Summer temperature policy:

As we clean during warmer weather, we ask that our clients leave their air conditioning on at a room temperature of 72 degrees or below to protect our staff from heat sickness. Cleaning is a physically active job, and any properties without properly functioning air conditioning, or homes hotter than standard room temperature of 72 degrees will not be able to be cleaned, to ensure the safety of our staff. In the event that we cannot clean your home or business due to the indoor temperature, we will contact you to reschedule your visit. Heat sickness can come on stealthily and we appreciate your understanding!

Inclement weather policy:
During inclement weather such as snow, ice, and heavy storms, we’ll try our hardest to accommodate our clients for the day. In situations where it’s unlawful or dangerous to drive, we’ll reach out as soon as possible to reschedule your visit.

How many people will be cleaning my home?

Initial deep cleans will have anywhere from 1 to 4 team members, depending on the size and scope of your cleaning. Recurring services are usually conducted by one team member.

How often are your recurring cleanings?

Clients who are on a weekly schedule will be cleaned every week, on the same day of the week.

Bi-weekly clients will be cleaned exactly every two weeks, on the same day of the week.

If you’re on our monthly schedule, your cleanings will be exactly every four weeks apart, on the same day of the week.

Unfortunately we do not currently offer cleanings every 3 weeks, since it creates a hardship on the schedule to fit "odd" scheduled appointments in, within our existing biweekly and monthly clients.

What are your hours of operation and company holidays?

Our operating hours are Monday through Friday 9am to 4:30pm.

We are currently closed on the following holidays:

New Years Day
Memorial Day and Labor Day
Independence Day
Thanksgiving and Black Friday
Christmas Eve
Christmas Day
The day after Christmas

*If you have an appointment that falls one of these days, you have the option of rescheduling or skipping that visit. We will reach out ahead of time to see what works for you!

What happens if something in my home gets damaged?

Mistakes are very rare but they do unfortunately happen. We are insured to protect our clients and will repair, replace, or offer a credit for any damaged items. We ask that you put away any valuable or important items before your cleaning visit, to keep those meaningful items safe and sound!

Am I supposed to tip?

Some of our clients choose to tip for a job well done, or during the holiday season. Some clients choose to do thoughtful things like leave a small bag of homemade cookies or a gift card for coffee for the holidays. This is solely your decision but never ever something that's expected of our clients!

What is your referral program?

If you’re an existing client, and refer a friend who sign up for recurring cleanings, you get a $100 Shinosaur gift card to use at any time! You can do this as many times as you wish! These gift cards are issued after your friend completes their 2nd cleaning with us.

How do I cancel my service altogether?

Simply click to e-mail your appropriate Shinosaur location and let us know! You can cancel services any time you wish!
New Castle County, DE - NCC@Shinosaur.com

Kent County, DE - Kent@Shinosaur.com

Sussex County, DE - Sussex@Shinosaur.com

What do I do if I'm not happy with my entire cleaning?

Our clients mean everything to us and we want to make sure you're happy! We are unable to provide refunds, but if there's a portion of your cleaning that you aren't happy with, please let us know! We can have a team member re-visit to correct the area and make sure you're 100% happy with your service!

What should I do if I absolutely loved my cleaning?

We love it when we can make someone's life a little easier. It's seriously our only goal! If you were thrilled with your cleaning, you can leave us a Google review at the following link! Reviews are the BEST way to pay us a compliment!
Leave us a review!