Question 1

What is Volgue Cleaning?

Accepted Answer

Volgue Cleaning Services is a residential and commercial cleaning service operated by Volgue General Services LLC, a Florida company based in Coconut Creek. We serve customers across Broward, Palm Beach, and Miami-Dade counties through our website and mobile app.

Question 2

How do I book a cleaning with Volgue?

Accepted Answer

Start a quote online or in the Volgue Cleaning app, enter your service address, property details, cleaning type, add-ons, preferred schedule, and payment option. You will see an estimate before confirming the booking.

Question 3

Do I need an account to book?

Accepted Answer

Yes. During the quote flow, Volgue creates or signs you into a customer account using OTP verification so you can manage bookings, payments, addresses, invoices, recurring services, and service updates.

Question 4

Can I use the website and mobile app with the same account?

Accepted Answer

Yes. Your Volgue account works seamlessly across the website and mobile app. Bookings, invoices, payment status, recurring services, and messages stay synced in real time.

Question 5

Is there a mobile app?

Accepted Answer

Yes. The Volgue Cleaning mobile app is available for iOS and Android. You can book, reschedule, chat with your cleaning team, view invoices, and manage recurring services on the go.

Question 6

Where is Volgue Cleaning available?

Accepted Answer

Volgue currently serves supported cities in South Florida, including selected areas in Broward, Palm Beach, and Miami-Dade counties. Availability is confirmed during the quote flow based on your service address.

Question 7

Does Volgue support other languages?

Accepted Answer

Yes. The website and mobile app are fully available in English, Spanish, and Portuguese. Chat messages between you and your cleaning team are automatically translated when needed.

Question 8

Is my online quote final?

Accepted Answer

Your quote is an estimate based on the information you provide. Final pricing is confirmed by our team and may be adjusted if property details, scope, condition, access, or service requirements differ from what was submitted.

Question 9

What information do I need to start a quote?

Accepted Answer

Have your service address, basic home details (size, bedrooms, bathrooms), preferred cleaning type, schedule preference, email, and US mobile number ready.

Question 10

Can I book same-day or last-minute?

Accepted Answer

Same-day and last-minute bookings depend on cleaner availability and may have additional fees. We recommend booking at least 24-48 hours in advance for the best chance of securing your preferred date and time.

Question 11

What if the property lookup can't find my home?

Accepted Answer

You can enter property details manually — square footage, bedrooms, bathrooms, and estimated rooms — and the quote will calculate an estimate from that information.

Question 12

Why does my booking say "awaiting team confirmation"?

Accepted Answer

After payment is confirmed, some bookings need our team to review availability, scope, cleaner assignment, or other details before the visit is fully confirmed. You'll receive a notification once it's confirmed, usually within 24 hours.

Question 13

What does "Payment pending" mean?

Accepted Answer

Payment is still required before the booking can move forward. Open the payment page and choose one of the available payment methods to complete the booking.

Question 14

What does "Payment proof under review" mean?

Accepted Answer

We received your manual payment proof and our team is verifying it. You'll be notified within business hours once it's approved and your booking advances.

Question 15

Can I book more than one cleaning?

Accepted Answer

Yes. You can create multiple one-time bookings or set up recurring services from your account. Each booking is managed independently.

Question 16

What cleaning services does Volgue offer?

Accepted Answer

Volgue offers standard cleaning, regular cleaning, deep cleaning, move-in / move-out cleaning, Airbnb or turnover cleaning, post-construction cleaning, and other service types shown in the quote flow.

Question 17

What is the difference between standard, regular, and deep cleaning?

Accepted Answer

Standard and regular cleanings focus on routine maintenance of common living areas, kitchens, bathrooms, and floors. Deep cleaning includes more detail and time for buildup, resets, baseboards, inside appliances, and homes that need more than routine upkeep.

Question 18

What is included in standard cleaning?

Accepted Answer

Standard cleaning covers dusting surfaces, vacuuming and mopping floors, cleaning kitchen counters and appliance exteriors, bathroom sanitation (toilets, sinks, showers, mirrors), making beds, and emptying trash. Specific scope is confirmed in your booking.

Question 19

What is NOT included in any cleaning?

Accepted Answer

We do not clean blood or bodily fluids beyond routine presence, mold remediation, pest infestations, hoarding cleanup, biohazards, or hazardous materials. We also don't move heavy furniture, climb above the second step of a ladder, or perform tasks requiring specialized licensing.

Question 20

Can I add extra services?

Accepted Answer

Yes. Add-ons such as dishes, laundry, ironing, windows, inside oven, inside fridge, and exterior areas may be available. Add-ons affect price and service duration and are selected during the quote.

Question 21

Are cleaning supplies included?

Accepted Answer

Yes. Our cleaning professionals bring standard supplies and equipment for routine cleaning. If you prefer specific products or eco-friendly options, you may provide them — see the product policy in our Terms of Service.

Question 22

Do you offer eco-friendly cleaning products?

Accepted Answer

If you prefer eco-friendly or specific brands, you may provide them and our cleaner will use them as instructed. Note that results with non-standard products are your responsibility per our Terms.

Question 23

How long does a cleaning take?

Accepted Answer

Duration depends on home size, service type, and add-ons. As a rough guide: standard cleaning of a 1-2 bedroom typically takes 2-3 hours; deep cleaning may take 4-6 hours. Your booking shows an estimated time window.

Question 24

How does scheduling work?

Accepted Answer

Available dates and times are shown during booking. Final availability depends on cleaner schedules, service area, property details, and operational confirmation.

Question 25

Can I reschedule a booking?

Accepted Answer

Yes, when the booking is eligible. Available reschedule actions appear in your booking details. Any policy window or fee is shown before confirmation.

Question 26

Can I cancel a booking?

Accepted Answer

Yes. Cancellation actions appear in your booking details when available. Cancellation timing, service progress, and policy rules may affect fees or refund handling — see Section 7 of our Terms of Service.

Question 27

What are the cancellation fees?

Accepted Answer

More than 24 hours before service: no fee. Less than 24 hours: up to 50% of the service price. Same-day or no-show: up to 100%. Lockout / no access at the scheduled time: up to 100%. The applicable fee is always shown before confirmation.

Question 28

How do recurring services work?

Accepted Answer

Recurring services let you schedule repeat visits — weekly, biweekly, monthly, or custom frequency. You can review linked bookings, next visit, assigned cleaner, payment status, and recurring details in your account.

Question 29

Can I skip, pause, or cancel a recurring visit?

Accepted Answer

Yes, when eligible. Skip and pause actions are available in your recurring service settings and may follow the cancellation policy shown before confirmation.

Question 30

Will I have the same cleaner for every recurring visit?

Accepted Answer

We aim to keep the same lead cleaner for recurring visits when possible, but availability, vacation, or operational reasons may require a substitute. Your assigned cleaner is shown in each booking.

Question 31

What payment methods are available?

Accepted Answer

Available payment methods may include card (via Stripe), Zelle, bank transfer, cash, or other active methods shown in the payment screen. Options may vary by booking and business settings.

Question 32

When am I charged?

Accepted Answer

Payment timing depends on the method and booking type. Card payments are typically authorized when you confirm the booking. Manual payment methods require uploading proof of payment before the booking is confirmed.

Question 33

How does card payment work?

Accepted Answer

Card payments use secure Stripe checkout. Some flows may require phone verification before card payment. Volgue does not store full card numbers.

Question 34

How does manual payment work?

Accepted Answer

Choose an available manual payment method, follow the on-screen instructions, then upload payment proof in the app. Our team reviews the proof and confirms your booking within business hours.

Question 35

Can I see my invoices and receipts?

Accepted Answer

Yes. Invoices are available in your account and link back to the related booking. You can view, download, or share them anytime.

Question 36

What happens if my payment fails or expires?

Accepted Answer

If payment is not completed in time, the booking may be canceled for non-payment. You can retry, choose a different method, or contact support if you need help.

Question 37

How are refunds handled?

Accepted Answer

Refunds depend on payment method, booking status, cancellation timing, and our cancellation policy. Card refunds are processed through Stripe (5-10 business days). Manual payment refunds are reviewed and processed by our team.

Question 38

What can I do in the Volgue mobile app?

Accepted Answer

You can browse and book services, view booking status, pay invoices, upload payment proof, manage recurring services, chat with your cleaning team, manage addresses, and update app settings — everything the website offers, in your pocket.

Question 39

Why am I not receiving notifications?

Accepted Answer

Check that notifications are enabled in your phone settings and inside the Volgue app settings. Email notifications may still arrive even if push is disabled. Some transactional and security notifications cannot be disabled.

Question 40

Can I change my email or phone?

Accepted Answer

Yes. Email and phone changes use dedicated verification flows to protect your account. You'll receive a verification code at the new contact before the change is confirmed.

Question 41

How do I change the app language?

Accepted Answer

Open Account → Settings → Language and choose English, Spanish, or Portuguese. The app and your notifications will switch immediately.

Question 42

Can I manage multiple addresses?

Accepted Answer

Yes. You can save multiple service addresses to your account and select the one you want each time you book.

Question 43

How do I sign in if I lost my phone?

Accepted Answer

If you can't access OTP delivery to your phone, contact support and we'll help you recover access after verifying your identity.

Question 44

Can I delete my account or export my data?

Accepted Answer

Yes. Both options are available in Account → Privacy. Account deletion has a 7-day grace period during which you can cancel. Data exports are delivered via secure email link within 24 hours.

Question 45

How does Volgue protect my personal information?

Accepted Answer

We use TLS encryption in transit, encrypted storage at rest, role-based access controls, and audit logs. See our Privacy Policy for the full details on what we collect and how it's protected.

Question 46

Who will clean my home?

Accepted Answer

Your booking shows the assigned lead cleaner once confirmed. Additional helpers may join depending on service size, but the lead cleaner remains responsible for the visit.

Question 47

Are cleaners background-checked?

Accepted Answer

Yes. Volgue screens cleaning professionals for conduct, references, and suitability per our internal policies. We don't guarantee specific outcomes from screening, but vetting is a core part of our cleaner onboarding.

Question 48

What language does my cleaner speak?

Accepted Answer

Our cleaning professionals speak English and Spanish. Some also speak Portuguese. If there's a language gap, the in-app chat automatically translates messages between you and your cleaner.

Question 49

Can I message my cleaner?

Accepted Answer

Yes. Each booking has an in-app chat with your assigned cleaner and Volgue team. You can share access instructions, special requests, or check status.

Question 50

Does chat translate messages?

Accepted Answer

Yes. Messages are translated based on each user's app language. You and your cleaner can chat naturally in your own language — translation happens automatically.

Question 51

What should I prepare before the cleaner arrives?

Accepted Answer

Provide access instructions, parking or gate details, and secure valuables (cash, jewelry, important documents, firearms, medications). Move fragile items and let us know about pets, allergies, alarms, or areas that should not be cleaned.

Question 52

Do I need to be home during the cleaning?

Accepted Answer

No, you don't need to be present. Many customers provide entry instructions (codes, lockbox, doorman) and review the service evidence photos after.

Question 53

What about my pets during the cleaning?

Accepted Answer

Pets must be secured in a separate area or crated so they cannot access the cleaning area or pose a bite risk. Cleaners may stop service if pets are aggressive or uncontrolled.

Question 54

What about my kids during the cleaning?

Accepted Answer

Children should be supervised by an adult during the cleaning — cleaning professionals are not babysitters or caregivers. Minors should not be left alone with the cleaner.

Question 55

Should I tip the cleaner?

Accepted Answer

Tips are not required but always appreciated. You may tip in cash or, where available, through the app. Tips go 100% to the cleaning professional.

Question 56

Can the cleaner refuse unsafe work?

Accepted Answer

Yes. Cleaners can refuse or stop service if conditions are unsafe, hazardous, abusive, or materially different from what was disclosed. We fully support this — see our Terms of Service for the full safety policy.

Question 57

What happens if the cleaner cannot access the property?

Accepted Answer

If access is unavailable, delayed, unsafe, or different from what was provided, we may need to reschedule or cancel, and a trip fee may apply (up to 100% of the service price).

Question 58

How should customers treat cleaners?

Accepted Answer

Customers and anyone at the property must treat cleaning professionals with respect, courtesy, and dignity. Volgue may immediately cancel service and terminate accounts for mistreatment, harassment, discrimination, threats, or unsafe conditions.

Question 59

What if I'm not satisfied with the cleaning?

Accepted Answer

Let us know within 24 hours of service completion. At our discretion, we may offer to re-clean the specific areas of concern at no additional charge within 48 hours, subject to availability.

Question 60

What if something is damaged during the cleaning?

Accepted Answer

Report damage within 24 hours via email or in-app chat with photos and a description. We investigate in good faith and respond per our damage claims policy in the Terms of Service.

Question 61

What if I think something is missing?

Accepted Answer

Notify us within 24 hours of service completion and file a police report. We cooperate fully with law enforcement. We do not process theft allegations without a police report.

Question 62

Is Volgue insured?

Accepted Answer

Yes. Volgue maintains commercial liability insurance per industry norms. Customer claims follow the damage and satisfaction processes in our Terms. Insurance details are available on request.

Question 63

What if the cleaner arrives late?

Accepted Answer

Our team aims to arrive within the time window shown in your booking. If your cleaner is significantly delayed, you'll be notified via the app. Long delays not caused by you may entitle you to reschedule at no additional cost.

Question 64

What about weather, hurricanes, or emergencies?

Accepted Answer

We may cancel or reschedule due to severe weather, natural disasters, or emergencies for the safety of cleaners and customers. When we cancel for these reasons, no fees apply and we offer an alternative date.