How can we help?

Help & FAQs

Getting Started

How do I create a Radiant Home Account?

When you book service an account is automatically created for you.  Simply set up your account, choose your password, and you’re ready to go. Alternatively, you can create and log into your account at this link https://radianthomecleaning.launch27.com/login/

Do you service my area?

We service all cities within Fairfax County, plus Fairfax City, Alexandria, and Arlington. Still not sure? Call us with questions about our service area at (800) 290 0107.

What is included in the Cleaning?

Our Classic Cleaning Package is for any type of job – One-Time, Move-In/Move-Out, and Recurring cleaning. It takes into account everything that involves cleaning a home or apartment: Cleaning/vacuuming floors, cleaning bathrooms, kitchen, living room, dusting, etc.  We do offer extra services such as cleaning inside the fridge and inside the oven, and those can be selected on the booking form when you select service.

CLASSIC PACKAGE CHECKLIST

 

Our Premium Cleaning Package is for heavy duty cleaning jobs in houses that need a lot of work to get them back up to speed. We offer this package for First Time, One Time, or Move-In/Move-Out services.

PREMIUM PACKAGE CHECKLIST

 

Our Economy Cleaning Package is for Recurring Cleaning service only. It is a simple yet effective cleaning that takes care of the basics – light dusting and polishing – while putting focus on the most important areas – kitchen, bathrooms, and floors.

ECONOMY PACKAGE CHECKLIST

How much will it cost?

We provide customized pricing using various factors including but not limited to home size, the scope of work, and service interval to determine the most accurate price.

Do you bring your own cleaning supplies, products and equipment?

We bring our cleaning supplies, but please let us know if you have any special requests and we would be happy to accommodate you if possible. Our cleaning technicians are always equipped with a vacuum, but we can use yours if that is your preference – just let us know!

Can I request special tasks or extras?

Sure thing! Simply respond to your confirmation email or log into your account and add any comments you would like to be applied to your service.

What is the 2 hour window?

Please note that if your time is a range, that this is our arrival window to deal with the unpredictability of traffic, parking, and other surprises.

Manage Your Account

How do I log into my account?

You can create and log into your account at this link https://radianthomecleaning.launch27.com/login/

How do I change my password?

You can submit a password change request on the customer login page at https://radianthomecleaning.launch27.com/login/

How do I reset my password?

You can reset your password here: https://radianthomecleaning.launch27.com/password_resets

How do I change my address?

Log into your account and update your address in your upcoming booking. Alternatively, you can can give us a call and we will update your address for you.

 

How do I change my credit card?

Log into your account at https://radianthomecleaning.launch27.com/login and update your card on file.  Your new card will automatically be noted as your default card.

How do I book my first appointment?

Simply go to our booking form and schedule your appointment online. Alternatively, you can give us a call at (800) 290-0107 if there are any issues at all.

Pricing & Policies

Can I apply a coupon to an existing appointment?

You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointments that are already completed.

At any time you can log into your account and see your gift card balance remaining.

I bought a voucher and Radiant Home Cleaning does not cover my area, what should I do?

Please contact us and together we can work out the best plan!

Why do you need my credit card information to redeem a voucher?

In some instances services rendered exceed the gift card amount. All charges in excess of gift card will be approved in writing via email by the customer in advance.

What is your cancellation policy?

We will assess a $60 fee if you cancel with less than 48 business hours notice, and we must assess a $60 fee when you fail to leave access to your home the day of service. There are no exceptions after the first incident.

How do I view my Radiant Home Cleaning gift cards?

In most cases you can enter your coupon code directly on the booking form. If you have any issues, please contact us and let us know.

How can I view my Radiant Home Cleaning gift cards?

Log into your account at https://radianthomecleaning.launch27.com/login/ and you will see any outstanding giftcards and respective balances.

Trust & Safety

Can I trust my cleaning professional?

All of our employees are interviewed in-person and pass a nationwide detailed background check. Only about 10% of the people that apply end up working as a Radiant Home Cleaning certified cleaner.

What happens if something goes wrong during my appointment?

If something goes wrong we’re here to make it right. Please let us know right away and we’ll be there to take care of it.  That’s our promise to you!

Is my billing information kept safe and secure?

We have three levels of security in place. First off our booking page is protected by extended validation SSL. Secondly our booking form has its own layer of 256 bit security.  Third, credit card transactions are processed by Stripe and is layered on their own 256 security protocol. In addition, no credit card numbers are stored in our system (only a token that allows us to charge the card). Rest assured we take security very very seriously.

Do the cleaning professionals go through a background check?

Yes they do.  We run a detailed nationwide background check on all applicants as the last step in our pre-screening process.

What is your 100% satisfaction guarantee policy?

If you’re not content with your cleaning, we will come out and re-clean (within a 48 hours window) for free. If you still don’t think we did a good enough job to recommend us to your friends, we’ll refund your money.

What is your refund policy?

If something is not done to your expectations, please let us know. We’ll send a team out to make it right (within a 7 day window). If after our re-clean is completed and you’re still not content with service, we offer a full refund.

The Cleaning

What products do you use?

Our products are plant based and biodegradable. We never use harsh, toxic chemicals, for the safety of the homeowner and the cleaning technicians. We will occasionally use stronger products as needed and if provided and allowed by the homeowner. MSDS Sheets are available upon request.

How should I prepare for my cleaning appointments?

Please don’t “clean” before we arrive, but do “pick up” as much as possible. This will allow us to focus more on detail and quality for you.

Please set your A/C temperature to 68-74 degrees F, especially during the summer months. We won’t be able to clean in houses that are too hot and pose a safety risk to our employees.

The ideal cleaning situation is when no one is home. Since that is not always possible, please eliminate as many distractions as possible so we can work uninterrupted. Try to schedule your cleaning on a day when there will be fewer people at home.

Please secure pets, and keep children in another area as we are working with equipment and products that may not be safe for children.

What should I do with my pets?

We love them! But please secure any pet that may be a threat. Also, for sanitary purposes, we do not clean up after sick pets or pet accidents.

What is your breakage policy?

We hate it when breakage happens and we do our absolute best to prevent it! Please move expensive and/or unstable figurines or glassware to a location we do not clean, or have us skip that area completely if you do not wish to accept the risk.

The following is critical regarding our breakage policies:

  1. Sometimes breakage occurs when there are “boobytraps”. These are accidents waiting to happen (pictures not hung securely, top heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case-by-case basis in conjunction with our insurance agency. We cannot take responsibility for “boobytraps”. Please remove unstable breakables to a place we do not clean (we do not clean inside curios, china cabinets, or clear wet bar shelves).
  2. Our insurance will cover most other incidents of breakage. When possible, we will replace the item. In other instances, we will have the item repaired or the value of the item reimbursed to you.
  3. Please save the broken item for our inspection. Breakage must be reported within 30 days of discovery.

How will you enter my home?

We take the security of your home very seriously, and work with each homeowner to establish a routine for entering and exiting. Current methods include:

  1. Simply letting us in on the day of service
  2. Providing us with an extra key and/or a home security code
  3. Providing us a lockbox, keypad, or garage code
  4. Leaving us a key under a mat or pot to use and return or leave in the house when finished