On Point FAQs

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On Point Cleaning & Moving – Professional Cleaning, Moving &

Co-Hosting Services

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What areas do you service?

Our professional cleaners and movers proudly service clients across the entire United States.

How do I know I can trust this company?

We take great pride in professionalism and integrity. On Point Cleaning & Moving is a licensed and insured company employing trained, reliable, and experienced professionals.
All of our cleaners have at least 3 years of professional experience, undergo background checks, and are committed to providing high-quality, dependable service you can trust.

Do I need to be present during my appointment?

No, you do not need to be present. Just inform your cleaner or note this when booking.
Before-and-after photos are taken for all services and stored for 30 days. You may request copies by phone, text, or email at any time.

What if something is damaged during my appointment?

We treat your property with the utmost care. In the rare event of damage, we will repair or replace the item whenever possible.
Our company is fully insured.
All damages must be reported within 24 hours by calling 267-747-7346 (select management extension) or emailing support@onpointcleaningandmoving.com.
Please leave a message if no one answers.

Are there any items or areas you do not clean?

Yes. For safety and quality assurance, we do not clean:

• Bodily fluids or feces

• Inside fireplaces

• Paint scraped from floors

• Dead rodents or bugs

• Power washing of walls (we will dust walls only)

For specialized or hazardous cleanings, please request a quote under the “Home Solutions” tab.
Cleaning inside fridges, ovens, and cabinets is available by request.
Please clear floors before our arrival.
Cleaners do not wash dishes but will load and start the dishwasher if one is available.
Laundry services are available upon request for contracted clients.

Do I provide cleaning supplies?

No — unless you prefer to. Our cleaners arrive fully equipped with high-quality cleaning products at no additional cost.

Do I need to provide payment information each time?

You may choose to save your card on file for automatic payments after each service.

How do I book recurring residential cleanings?

After your first cleaning, we’ll create your customer profile.
You’ll receive an email invitation to become a regular client with options for weekly, biweekly, or monthly scheduling.

What if I need to reschedule my appointment?

We understand that plans change! Please contact us at least 48 hours in advance to reschedule.
We’ll do our best to accommodate your needs.
Please note: deposits are non-refundable unless the company is at fault.

What if I’m sick — should I reschedule?

Yes, please let us know if anyone in your household is ill so we can take proper precautions or reschedule if needed.
All clients and cleaners must confirm they:

• Have not traveled internationally within 14 days

• Have no flu-like symptoms

Our team members are required to wear masks and gloves at every appointment and must stay home if experiencing any symptoms.

Will I have the same cleaner each time?

We do our best to assign the same cleaner consistently for your property.
If a cleaner is unavailable, we’ll send a trained replacement and maintain your service quality.
You may request a new cleaner at any time.

What if I’m not satisfied with my cleaning?

While rare, if you’re not fully satisfied, please report it within 24 hours by emailing support@onpointcleaningandmoving.com or calling 267-747-7346 (management extension).
Attach photos for review.
Management typically responds within 72 business hours (up to 7 business days during peak seasons).

What happens if I leave a balance unpaid?

Unpaid balances may incur late fees and be forwarded to collections, potentially impacting your credit.
This includes wrongly filed disputes — which are extremely rare thanks to our transparent service process.

How do I set up regular commercial cleaning?

Simply complete the intake form in the Commercial section of our website to receive an instant quote.

How can I receive discounts?

Join our mailing list for exclusive weekly offers and discounts.

Can I tip my cleaner?

Yes — tips are always appreciated for a job well done!

What if I’m running late for my appointment?

No problem — just communicate with us.
If we don’t hear from you within 15 minutes of your start time, the cleaner may leave, and our office will contact you within 24 hours to reschedule.

Do you clean paint from floors?

Yes, but this requires a special request through the Home Solutions tab.
Standard cleaners do not remove paint during routine appointments.

How do I request post-construction cleaning?

Post-construction cleaning is available for an additional $75 fee.
Please note this in your booking under “Special Requests.”

Do you service beach homes?

Yes! Beach property cleanings include an additional $30 fee to account for sand removal.

What if I need extra time during my cleaning or move?

If additional time is needed, your card on file will be charged accordingly.
Your cleaner or mover will always notify you in advance.

How can I cancel contracted services?

You may cancel anytime with a 30-day written notice to avoid cancellation fees.
Scheduled cleanings within the final 30 days cannot be canceled.
If there’s no account activity for 30 days without notice, it will be considered an early cancellation.
Submitting your agreement automatically starts your service.

Are pets allowed during cleanings?

Yes, we love pets!
We only ask that they are kept in a separate area during service for safety.

What if my property doesn’t have electricity or running water?

Both electricity and water are required for all cleaning services.

When will I receive my refund?

Refunds are processed within 7–14 business days to your card on file.
Cancellations must be made at least 48 hours in advance.
For regular customers, refunds may be applied as credit toward future services.

Should I inform the cleaner about parking fees?

Yes. Any parking fees incurred will be billed to you unless free or on-street parking is available.

What if there’s extreme weather on my service day?

If conditions are unsafe, we’ll contact you as soon as possible to reschedule.
We always prioritize reliability, especially for our Airbnb clients.

How much does co-hosting cost?

Co-hosting services are $199 per month.

What does co-hosting include (and exclude)?

Co-hosting provides 24/7 guest support — handling check-in/out coordination, maintenance issues, and guest communication.
It does not include property listing, furnishing, or pricing management.

Can I pay through my insurance provider?

Yes. We accept insurance payments.
Just email or text us to arrange billing through your provider.

Is my vacation rental eligible for your services?

Yes, as long as your property includes:

• Working Wi-Fi

• Functioning TV

• Air conditioning and heating

• Smoke alarm & carbon monoxide detector

• Fire extinguisher

• Refrigerator

Do you apply state taxes?

Yes. An 8% state tax applies to clients in New York, California, New Jersey, and Vermont.

What is the California, New York, New Jersey, and Vermont surcharge?

Due to high demand, there is a $45 surcharge for all services in California, New York, New Jersey, and Vermont.