Questions? Look here.

Can't find an answer? Email contact@passthebroom.com.

General Questions

How does PassTheBroom work?

We make homes clean, safe, healthy.

PassTheBroom is a cleaning company. We clean using green products and disinfect using EPA-registered products. Our cleaners are insured and bonded, and trained to deliver on Pass The Broom’s checklists.

We also provide an easy, 100% cashless way to book, schedule, and manage all your cleaning appointments online.

Does someone need to be present?

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. Or, feel free to stick around during the clean (but please follow social distancing guidelines). 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.

Is PassTheBroom insured and bonded?

Yes, PassTheBroom is insured and bonded. We understand that there is trust you give us to be in your home, and we are always careful. In the unlikely event that an object is damaged, please notify us within 48 hours of when the appointment is completed by email (contact@passthebroom.com) and we’ll be in touch.

Is PassTheBroom pet safe?

We love animals, but they don't always love us. If you think that 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.

Home Cleaning

Do I need to provide cleaning supplies?

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.

What if I do not have a mop, bucket, or vacuum?

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.

Can I give specific instructions to the cleaners and ask for special requests?

Yes, special instructions can be left for the cleaning professional when you schedule your appointment online.

Commercial Cleaning

Why get your establishment cleaned?

We understand that a clean workspace can reduce the likelihood of employees getting sick, thus allowing your business to be more productive (and more profitable). We follow the best practices in eliminating pathogens such as bacteria and viruses, using EPA-registered cleaning disinfectants. A clean workspace has been shown to reduce the probability of catching the common cold by 80% and reduce absenteeism by 46%!
Source: http://www.issa.com/member-benefits/value-of-clean/value-of-clean-infographic/value-of-clean-infographic-full.html

Do you clean during or after business hours?

We clean during both. Our cleaning staff is able to clean day and night, 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 PassTheBroom will coordinate all necessary documentation with your building manager.

Does PassTheBroom bring its own supplies and equipment for commercial spaces?

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.

Is there manager oversight?

Absolutely. PassTheBroom takes pride in on our quality control. Our account manager typically joins the cleaners on their first clean, and follows up periodically, by email and in person, to make sure we consistently do a great job. Additionally, we value client feedback and encourage our clients to communicate with us when their needs change.

Pass The Broom Guarantee

What is the PassTheBroom Guarantee?

We get it right or we make it right.
If you’re not satisfied with your clean, you can request a free reclean.

How to request a reclean?

Customers can request a reclean by email (contact@passthebroom.com) — as long as the appointment was completed within the past 48 hours. The reclean appointment must be scheduled and completed within 72 hours of contact.

Please let us know where we fell short. Our customer service team will respond promptly.

How many recleans can be booked using the PassTheBroom Guarantee benefit?

There is no specific limit on how many recleans a customer can receive. We want to ensure fair use of the benefit and guarantee a great experience every time. With that said, we reserve the right to require additional time and budget for future cleans and/or void the guarantee for future cleans (if requested excessively).

What is and is not eligible for a PassTheBroom Guarantee?

Appointments completed within the past 48 hours are eligible for the PassTheBroom Guarantee.
• Appointments completed more than 48 hours ago
• Items not included on our checklists
• Free cleans
• Recleans
• Homes not in standard condition (e.g. biohazards, hoarding, etc.)
• Extra services not booked for original appointment
• Move-out cleans


How do I pay for my clean?

We accept all major credit and debit cards with a MasterCard, Visa, Discover, UnionPay, JCB, Diners Club, American Express logo. We do not accept cash payments.

What is PassTheBroom’s tipping policy?

Tipping is optional and not expected. You are free to tip, and cleaners are free to accept, but not request tips, at any time. PassTheBroom offers an easy and convenient way for you to tip online.

How do I tip my cleaner?

Simply login to add tips to a selected cleaning appointment. Tips are optional but are certainly appreciated by our cleaners. Giving cash directly to your cleaners is also an option.

How much of my tip goes to the cleaner versus PassTheBroom?

PassTheBroom takes zero fees on tips. Tips will be reported as W2 income.

When does my card get charged?

Your credit card will be charged at midnight on the day that your appointment takes place. You will receive an automated email with the transaction summary to notify you when and how much your card is charged.

How do I update my billing information?

To switch your billing information, simply log into our online portal using your email and password and edit your billing information in the "Payment Details" section of the website.

What is your Cancellation Policy?

We assess a $50 cancellation fee to appointments not canceled by 3PM ET the day before the appointment, unless that clean is a specialty clean. For specialty cleans (including but not limited to post-construction/post-renovation cleans), a cancellation fee amounting to 50% of the price quoted for that specialty clean will be applied to appointments not canceled by 3PM ET the day before the appointment.

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Whether you're looking to ease your to-do list, level up your workspace, or perhaps you're simply dropping by to say ‘hi’, we're always a tap away.
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