Whether or not you're at the space during your cleaning appointment is up to you! When you make a booking, you'll be prompted to give us entry instructions. If you have a doorman or can hide a key somewhere, there's no need for you to be home. Feel free to stick around during the clean. Whatever you're most comfortable with is fine. In any case, please don't forget about your appointments. We'll remind you with an email or text message, but if the cleaner can't get in the door by following your entry instructions, or if you aren't home when you said you would be, you'll be charged a lock-out fee.

Of course! If you'd like us to clean something a certain way, or focus on a specific part of the home, or anything else, just let us know in the instructions box when scheduling online. Please make sure to add an additional hour for anything you believe will take 25 minutes or more to complete, to make sure we have the proper time to do it right.

We can't do these in our standard flatrate service but you can simply book our hourly service or post-renovation service and request those be focused on, with detailed instructions of what exactly needs to be done. And if you underestimate the time necessary, we can always schedule a second appointment to come back.

Our estimates typically allow for plenty of time to complete a cleaning. That said, you know your home best and if you're convinced our estimates are not correct, we encourage you to add more time on manually with a brief explanation in the instructions. Alternatively, you can always simply schedule a second cleaning if the first turns out to not be enough.

They are. We treat them the same as bedrooms (when estimating time necessary) so please add an additional bedroom for each of these when scheduling online or over the phone (e.g. 2 offices, 1 den, 1 bedroom = 4 bedrooms).

Refund Policy At SaMe Shine Butterfly LLC, customer satisfaction is very important to us. While we do not offer refunds, we are committed to resolving any service-related concerns promptly and fairly. If you are not satisfied with a specific part of the cleaning, please notify us immediately or at least within 24 hours of the service. We will gladly return to re-clean the specific area(s) in question, free of charge. However, we do not redo the entire cleaning or offer full re-cleans. We take great care when working in our clients’ homes and businesses. However, we cannot take responsibility for any damage or breakage that occurs due to missing or undisclosed information (e.g., fragile surfaces, unstable fixtures, or delicate items that require special handling). We handle all items and areas using reasonable care and common sense, but it is the customer’s responsibility to inform us in advance of any special instructions or risks. Thank you for your understanding and for choosing SaMe Shine Butterfly LLC. For questions or follow-up service requests, please contact us at same.shinenyc@gmail.com.

That's A-OK. Simply schedule using our minimum service (studio) and let us know when scheduling--over the phone or via email / chat -- that you'd only like certain areas, such as the common areas, and not anything else. We will make sure your requests are met.

Cancellation Policy At SaMe Shine Butterfly LLC, we value your time and ours. To ensure smooth scheduling and fairness to our staff, we kindly ask that all appointment cancellations or rescheduling requests be made at least 24 hours in advance of your scheduled service time or by 3.00 PM the latest the day before. * If a cancellation or rescheduling is made less than 24 hours before the booked service, even less than by 3.00 PM the day before, then a $50 fee will be invoiced and charged as compensation for our lost time and preparation. * For specialty cleans (such as post-construction or post-renovation services), a cancellation fee equal to 30% of the quoted price will be charged if cancellation is made less than 24 hours before the scheduled service. We appreciate your understanding and cooperation. For any questions, please contact us at same.shinenyc@gmail.com

Yes, all of our cleaners come outfitted with a full kit of cleaning supplies & equipment to bring on site. If you select ongoing service, we also provide heavy equipment such as vacuums, mops, dry mops, and squeegees.

We clean during both. Our cleaning staff is able to clean day and evening, depending on your preference. Many customers give us a key for after-hours cleaning, so we can clean without disrupting your work. Our cleaning staff are insured and bonded, and SAME SHINE BUTTERFLY LLC's CLEANING STAFF will coordinate all necessary documentation with your building manager.

We use and provide environmentally friendly supplies (besides our EPA-registered disinfectants) and nearly all equipment required for cleaning your apartment, with a few exceptions. We do not provide: Vacuum; Conventional mop and bucket; Step stool; Toilet brush; or Specialty products, including, but not limited to: Heavy-duty bathroom cleaner; Wood cleaner; Bleach; or Stainless steel cleaner. We are happy to use these items, if provided by you, and left out in clear view for our cleaning staff and accompanied by directions on their use.

Our cleaners bring a travel wet/dry mop that will be used on non-carpeted areas. If you do not have a vacuum, the cleaner will not be able to properly clean any carpeted areas.

We love animals, but they don't always love us. If you think your pet may become overly anxious while we are there, please make temporary arrangements while we are in your home. We will ask about pets during the online booking process.