Client Help Center

Welcome to High State Cleaning Services Help Center

Your one-stop resource for everything you need to know about booking, payments, service issues, and more. Whether you’re a new or returning customer, we’re here to make your experience smooth, transparent, and stress-free.

Service Concerns

We’re committed to your satisfaction with every cleaning. If something isn’t up to your expectations, we want to hear about it.

How to Submit a Service Complaint

  • Fill out this Form.

  • Choose your preferred contact method (email or phone call)

  • You’ll receive a ticket number for tracking your request

We aim to process all submissions within 24 hours and resolve most issues within 1–2 business days. If you don’t hear back within that time, please give us a call at (303) 335-0041 — we’ve got your back.

Service FAQs

Q: What should I do if I’m unhappy with the cleaning?

A: Please fill out our Service Complaints Form as soon as possible. You can choose whether you'd like a callback or an email response. We aim to respond within 24 hours and resolve the issue within 1–2 business days.

Q: Can I call instead of filling out a form?

A: Absolutely! You can call us directly at (303) 335-0041. However, submitting the form helps us track and resolve your issue more efficiently.

Q: What happens after I submit a service complaint?

A: You’ll receive a confirmation with a ticket number. Our support team will review your submission and reach out via your preferred contact method to find a solution.

Q: What if I don’t hear back within two days?

A: Please call us at (303) 335-0041 to follow up. We’re happy to check the status and make sure your issue is handled promptly.

Payment Policy

Accepted Payment Methods

We currently accept the following forms of payment:

  • Credit Cards (Visa, Mastercard, AmEx, Discover – processed via Square)

  • Debit Cards (processed via Square)

  • Cash (accepted in person – must be noted at the time of booking)

We do not accept checks, PayPal, Zelle, Venmo, or CashApp.

Payment Method on File

To confirm your booking, you’ll need to have a valid payment method saved on file in our system (Square). The card on file is charged after your service is completed. If paying with cash, this must be confirmed during booking.

Flat-Rate Pricing

Our rates are based on home size and service type (Standard, Deep, Move-Out, etc.). Flat-rate pricing means you’ll know your cost upfront, with no changes based on how long the cleaning takes or how many team members are present.

Frequency Discount Enforcement

We offer discounts for recurring services:

  • Weekly, biweekly, and monthly cleans come with automatic discounts.

  • If your schedule changes (pauses, skips, or cancels), your rate may revert to our standard one-time rate.

  • If you receive a discounted first clean but cancel before continuing service, we may apply a retroactive charge to cover the discount.

Rescheduling & Cancellation

Plans change — we get it! To avoid fees, please:

  • Provide at least 24 hours’ notice via phone, SMS, or email.

  • Missed appointments, late cancellations, or lockouts are subject to a $10 fee.

Invoicing & Payment Timeline

  • Invoices are sent right after your cleaning.

  • You’ll have 5 days to make payment.

  • If payment is not received within 7 days, a $35/day late fee may be applied until the invoice is paid in full.

Failed Payments

If your card is declined:

  1. We’ll retry once.

  2. If it fails again, we’ll contact you via email and SMS.

  3. You’ll have 7 business days to update your payment.

  4. If not resolved, future cleanings may be paused until payment is made.

Billing Issues

Dispute a charge or invoice? We’ll get it sorted out quickly.

  • Submit the form below Or contact us by phone, SMS, or email

  • We’ll investigate and confirm any corrections promptly

  • You’ll hear back within 24 hours, and we aim to resolve within 1–2 business days

Payment FAQ

Q: Do I have to pay before my cleaning?

A: No. Your card is charged after your cleaning is complete. Just make sure a valid card is saved on file when you book.

Q: What if I want to pay in cash?

A: That’s totally fine! Just let us know when booking, and we’ll mark your account accordingly.

Q: How do I reschedule or cancel a cleaning?

A: Just call, text, or email us with at least 24 hours’ notice to avoid a $10 fee.

Q: Are there any hidden fees?

A: Nope! Our flat-rate pricing means what you see is what you pay—no surprises based on time or number of cleaners.

Q: What happens if my card is declined?

A: We’ll retry once, then reach out via email and SMS. If payment isn’t updated within 7 business days, future cleanings may be paused.

Damage or Breakage

At High State Cleaning Services, we take great pride in the professionalism and care of our cleaning technicians. While accidents are rare, we understand that breakage or damage can happen. Our goal is always to respond promptly and fairly to any concerns.

How We Handle Breakage Claims

  1. Initial Review
    We’ll assess the report and follow up with the assigned cleaning team.

  2. Verification of Value
    You may be asked to provide documentation of the item’s value (e.g., receipt, online listing, or estimate).

  3. Resolution Options
    If the damage is due to negligence by a team member and value can be verified, we will:

    • Offer reimbursement (up to $300 per item), or

    • Cover the repair cost, if repair is appropriate

We may request up to three estimates before confirming any reimbursement or repair.

What Isn’t Covered

We do not cover damage to items that are:

  • Inherently unstable or extremely fragile

  • Poorly secured (like top-heavy lamps or pictures hung with tape)

  • Prone to breakage due to wear and tear (e.g., cracked ceramics or loose parts)

These are considered "accidents-in-waiting", and while we take every precaution, such items may fall outside our coverage.

Resolution Timeline

We aim to review all damage reports within 1 Hour, and most are fully resolved within 2-3 business days, depending on the situation.

Breakage Claim

Have a breakage claim? We’ll get it sorted out quickly.

  • Call us at (303) 335-0041

  • Or submit this Form.

  • Reports must be submitted within 7 days of your service

  • Please retain the damaged item for inspection

Breakage FAQ

Q: What should I do if something was damaged during my cleaning?

A: Please report it within 7 days by filling out our Breakage Claim Form or by calling us at (303) 335-0041. Be sure to retain the damaged item for inspection.

Q: How quickly will my damage report be handled?

A: We aim to review reports within 1 Hour of submission. Most cases are resolved within 1-2 business days depending on the situation.

Q: What proof do I need to provide for a damage claim?

A: We may request proof of the item’s value, a photo of damage, receipt, online product listing, or an appraisal estimate.

Q: What does the reimbursement process look like?

A: If we determine the damage was caused by our team’s negligence, we may offer reimbursement (up to $300 per item) or cover the cost of repairs. We reserve the right to request up to three estimates.

Q: Are there any items not covered under your policy?

A: Yes — we do not cover damage to items that are fragile, poorly secured, or prone to failure due to age or condition. These include things like loose glassware, unstable decorations, or old ceramics.

Loyalty Rewards & Incentives

Earn points for every clean and enjoy free services, discounts, and bonuses as you go.

Our HSCS Loyalty Rewards Program is our way of saying thanks. You’ll earn points on every paid cleaning and unlock rewards over time.

  • Earn 1 point per $10 spent (after any discounts)

  • Tracked automatically through Square

  • Points expire after 12 months

  • You’re automatically enrolled after your first paid cleaning

Earn Points For:

  • Spending $10 = 1 point

  • Referring a friend = 50 points (manual entry)

  • Booking a deep clean = 20 points (manual entry)

  • Rebooking within 30 days = 15 points (manual entry)

  • Celebrating your birthday = 10 points (manual entry)

  • Leaving a review = 50 points (manual entry)

Redeem Points For Rewards:

  • Points & Reward
    25 $25 off any cleaning

  • 50 Free fridge or oven cleaning

  • 75 $50 off any cleaning

  • 100 Free standard clean (up to 2BR)

  • 150 Free deep clean (up to 2BR)200Free clean + 10 bonus points

Incentive FAQs

Q: How do I join the rewards program?

A: You’re automatically enrolled after your first paid cleaning—no sign-up needed!

Q: How do I check my points balance?

A: Your points are tracked in Square. Feel free to reach out anytime and we’ll confirm your balance.

Q: How do I redeem rewards?

A: Just let us know when booking your next service—we’ll apply your reward to your invoice.

Q: Do my points ever expire?

A: Yes, points expire 12 months after they’re earned, so be sure to use them!

Our On-Site Standards

At High State Cleaning Services, we take pride in providing more than just a clean space—we deliver a respectful, professional experience every time. Our team follows clear standards to ensure safety, consistency, and exceptional service with every visit.

What You Can Expect From Our Cleaning Professionals

1. Proper Uniform & Hygiene
Our cleaners arrive in a clean uniform or apron, wearing gloves and non-slip shoes for safety. Hair is always neat or tied back, and strong fragrances are avoided out of respect for sensitivities.

2. Respect for Your Home
We treat every space like it’s our own. That means:

  • No sitting on or leaning against your furniture

  • Asking before adjusting thermostats or moving personal items

  • Being mindful of pets, children, and valuable belongings

3. Professional Conduct
You’ll be greeted with a warm, respectful attitude—always. Our staff is trained to:

  • Communicate clearly and politely

  • Maintain a positive, solutions-first mindset

  • Avoid phone use during cleaning unless it's job-related or in an emergency

4. Clean, Organized Work Process
We keep supplies tidy and work areas orderly. Before leaving, we ensure everything is spotless—including where we set up our tools.

5. Attention to Detail
Each visit follows a custom checklist tailored to your needs. If something isn’t clear or needs your input, we’ll check in with you or notify a supervisor right away.

At High State Cleaning Services, we’re committed to excellence in both service and customer care. Let us bring peace of mind to your space—one spotless visit at a time.

📞 Have questions? Reach out any time—we’re happy to walk you through what a visit with us looks like!