Frequently Asked Questions

How it works

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  • About Spruce
  • What is Spruce?

    Busy? Need a little extra help around the house? We’re here for you! With just a few clicks in the Spruce app (available through iOS or Android), you can schedule one-time or recurring housekeeping services. Learn more about our services at getspruce.com. For additional questions or requests, contact our Customer Support team at service@getspruce.com and we’ll get back to you!

  • Who are your housekeepers?

    Your home is your sanctuary, and we understand trust is key. Spruce housekeepers are thoroughly vetted, contracted professionals. They’re background-checked, bonded and insured, top-rated by your neighbors, and trusted by your community’s leasing team.

  • Do you serve my community?

    We hope so! Download our iOS or Android app and search for your zip code to see if we’re serving your community. If we don’t serve your community yet, we’ll try to get there soon! We recommend reaching out to your front desk or leasing office, and Spruce will arrange a service demo. Your leasing office or property management community can make a request through our website or by sending us an email at service@getspruce.com.

  • How much do Spruce’s services cost?

    Spruce services are competitively priced by reducing traditional overhead costs associated with one-off services. Our prices are competitive with market rates for providers who are uniformed, licensed, bonded, insured, background-checked, and partnered with your community. We aim to remove wasted time by serving many residents at a time in one location. We minimize the drive time and advertising costs you’d be paying for by using another service, all while prioritizing your ease, comfort, and peace of mind. You can check prices in your area by downloading our app and registering with your community.

  • Service Details & Logistics
  • Who will be conducting my services?

    We partner with local, professional housekeeping companies to ensure you receive the best services. Each employee is background-checked, bonded and insured, top-rated by your neighbors, and trusted by your community. They may arrive alone or in teams depending upon the size and scope of the job.

  • What won't my cleaning service cover?

    We’re great at what we do, but providing a safe work environment for our housekeepers comes first. To prioritize the health and safety of our staff, we’ll abandon services and notify you if we encounter:

      • blood, feces, vomit, urine, or any other human or animal bodily fluids
      • pests such as fleas, roaches, or bed bugs
      • illicit materials or drug paraphernalia
      • unsecured weapons
      • mold and mildew

    Additionally, we will not conduct cleanings in the following areas for any service type:

      • bedroom closets and hall closets
      • outdoor spaces
      • under furniture
      • under or around numerous or fragile personal items
      • areas beyond the reach of a single-step stool including ceiling fans, tops of cabinets and furniture, and out-of-reach appliances
  • Which Spruce service is right for me?

    For your first service, we suggest booking a Premium Clean so our team can get your home in tip-top shape. Then a Signature Clean every 2-3 weeks will keep your home Spruced up and looking great. Our individual Chore services, like cleaning the floors or bathrooms, will keep your home in order between full cleaning services. For more information, take a look at our Spruce Housekeeping Checklist to see what services and add-ons best suit your cleaning needs.

  • Should I do anything to prepare for my cleaning?

    We kindly ask that you pick up clothes, shoes, personal items, and any clutter around your home prior to your housekeeper’s arrival. To guarantee a thorough clean, we recommend clearing surfaces and countertops. This allows us to focus on your service while keeping it quick and efficient. 

    Don’t have time to clear the clutter? We offer various add-on services including hand-washing dishes, folding laundry, and picking up clutter, which can be booked in 20 and 45 minute increments.

    Help our team prepare! Leave us a note about entry instructions, give us a heads up about any pets in your home, or let us know about any specifics unique to your household. You can add notes in the Spruce app while scheduling your service or after you’ve already booked.

  • Do I need to provide my housekeeper with any cleaning supplies?

    We’ve got you covered. We’ll provide all necessary supplies and equipment for performing your requested services. However, if you have any special products you would like for your housekeeper to use, please leave them left out in a visible location with a note.

  • Do I need to be home during my service?

    While you do not need to be present for your housekeeper to work their magic, you can of course do whatever works best for you. Most customers prefer to leave while their services are being completed, but you may want to consider sticking around if someone must be present in order to get into your home.

  • How will you access my home? Do I need to pre-arrange a key pickup?

    Have specific entry instructions for us? Keep us up to date on gate codes, door code, and lockbox locations by leaving us a note when booking your services. 

    It is the responsibility of each customer to meet property specific requirements to grant Spruce access to your home. Please check your property’s specific permission-to-enter process. Common examples include: written authorization via resident online portal, providing a copy of your key to management or front desk staff, etc. If your housekeeper is unable to enter your home, the clean will be cancelled and may be nonrefundable.

  • What should I do with my pets during my service?

    We have certain requirements in place to safeguard your pets while prioritizing our housekeepers’ comfort and security. We kindly ask you to keep any dogs in your household away from our housekeepers while they’re sprucing up your home (kenneling or removing them from the home is preferred). You may allow your cats to roam around freely, but you might want to keep them behind closed doors if they have a tendency to try to escape. Your housekeeper will not be able to complete your service if an unsecured pet is keeping them from cleaning your home.

  • Do you offer move-out services?

    Moving is a lot of work, but our Move Out Cleaning makes things easy. Click here to learn more.

  • Scheduling Bookings
  • Can I schedule my service for a more specific time than morning, afternoon, or anytime?

    While we’re happy to work with you to find the arrival window that works best for you, we cannot accommodate requests for exact service times. Our service times are a reflection of our housekeepers’ availability and your property’s operating hours. If you have a more narrow preference than the morning, afternoon, or anytime, you may indicate this in your booking notes. However, while we aim to please, we can’t promise specific requests. Please note, your housekeeper will start your cleaning service within the designated window, but they may complete your booking outside of your selected time slot depending upon when they arrive and the current state of your home.

  • How long will you spend cleaning my home?

    We have a maximum time allotment to complete a checklist of tasks depending upon the size of your home, the cleaning package you select, and the number of housekeepers present for the service (sometimes we work in teams of two). We always strive to complete everything on our list, but this is contingent upon the current state of your home during our window of service. Setting up a recurring cleaning schedule through the Spruce app will help maintain the cleanliness of your home over time. This will keep your services efficient and will allow more time for your housekeeper, or team of housekeepers, to focus on detailed areas throughout your home.

  • What happens if your team is unable to enter my home or the building I live in?

    In the event that we cannot gain entry to your home, we will reach out to you directly in an attempt to quickly resolve the issue. If we still cannot enter through other means, we will reschedule your service within the next seven days or facilitate a full refund.

  • Can I cancel my service?

    To avoid incurring any cancellation fees (deducted from your refund at the time of cancellation), reschedule or cancel your booking by 5 AM two days prior. You are able to cancel any booking through the app until 8 AM the day of your service. This cancellation policy supports our housekeeping team’s wages and provides stability to our employees.

    • Cancelling within 24 hours of your booking will incur a $35 fee.
    • Cancelling within 48-24 hours before your booking will incur a $20 fee.
    • Cancelling outside of 48 hours prior to your booking will incur no fee.
  • Can I make changes to my service?

    You can update notes and add-ons any time before we start your service. If you need to reschedule or cancel your booking, please do so at least 48 hours prior to your service to avoid any late fees. You are able to cancel any booking through the app until 8 AM the day of your service. This cancellation policy supports our housekeeping team’s wages and provides stability to our employees.

    • Cancelling within 24 hours of your booking will incur a $35 fee.
    • Cancelling within 48-24 hours before your booking will incur a $20 fee.
    • Cancelling outside of 48 hours prior to your booking will incur no fee.
  • Payment & Billing
  • Do you offer discounts?

    Coupons are issued to customers for promotional purposes. You may have received various coupons in a welcome package if Spruce services recently launched at your community. Not all coupons are valid for all service types. This includes Move Out Cleans, which are excluded from all discounts and coupon types. Please note that a coupon is not a credit. Coupons are non-transferable, cannot be combined, and are applicable to a single booking.

    Credits are a prepaid account balance, which is available as a gift from your apartment community or issued by Spruce. You can check your credit balance in the Spruce app once it has been paid and awarded to your account. Any credits on your account will be automatically applied to your next booking regardless of service type.

  • When will you process my payment?

    Our system automatically charges credit cards at specific times each day (at approximately 7AM, 10 AM, 12AM, and 5 AM CST, depending on the service). We’ll let you know if we have any issues when the system attempts to run your card charge again. If you receive a text from our customer service team indicating any credit card or charge issues, please take a moment to update your payment method in our app. You will be all set when our system automatically re-runs any outstanding payments.

  • How can I tip my housekeeper?

    Tips are not expected, but they are greatly appreciated. To tip your housekeeper, email us at service@getspruce.com along with the amount you’d like to leave for your housekeeper. We will see this charge reflected against the credit card used for your service.

  • Technical Support & Troubleshooting
  • What do I do if my unit size is not listed in the app?

    Please select the unit size that is closest to the bedroom and bathroom count in your home. If you do not believe there is an accurate comparison available in our selection, please email us at service@getspruce.com.

  • Quality Concerns
  • What if one of my personal items is broken or damaged during the cleaning process?

    Our housekeepers always take the necessary precautions to respect your home and your personal property, but occasionally accidents do happen. If you have any sentimental or valuable items that you consider irreplaceable, please put them aside in safe space prior to your service. Should something break during a cleaning, we will be in touch with you ASAP to let you know and to work with you to determine next steps. If you arrive home and discover that something is out of the ordinary, please email us at service@getspruce.com.

  • I’m feeling unsatisfied with my cleaning. Now what?

    If the quality of your cleaning does not meet your expectations, please email us at service@getspruce.com within 24 hours, and we’ll work with you to remedy any issues ASAP. Sharing your feedback with us helps our team improve and keeps our services at their best.

    Move Out Cleanings are guaranteed to pass your community’s inspection. This excludes any outstanding maintenance work, which will not be covered by our housekeeping checklist. 

    We leave the following specialized work to the appropriate experts: carpet cleaning, repair work, painting, appliance damage, electrical work, mold & mildew remediation, and any other items not typically booked through a housekeeper. Our team is licensed, bonded, and insured for housekeeping and cleaning, so you’re covered for all of the work we do best. Following the completion of your service, Spruce will work directly with you and your leasing office to resolve any cleanings that do not pass inspection.

  • Partner Services
  • I used to receive pet care through Spruce. What should I use now?

    Need something Spruce doesn’t offer? We have partnered with top service providers to bring you additional offerings and perks.
    To access our new partnerships, make sure you have the latest version of our Spruce app downloaded to your phone from the App Store or Google Play.

  • What are Partner Services?

    We’ve hand-picked and built connections with best in-class service providers. Because we vet our partners carefully, you can rest assured that you will have access to a standard of excellence unlike any other. Partner Services are subject to vary by market and location.

  • Are Spruce pros completing my booking?

    No, These services are not fulfilled or serviced by Spruce in any way. It will be the responsibility of the resident to book, monitor, pay for, and coordinate services.

  • How do I access partner services?

    Navigate to our app or website. You’ll notice a new tile on the Spruce app or Desktop site homepage titled ‘Partner Services’. Clicking on this link will bring you to a page that will provide more information on services offered in your area.

  • How will these services obtain my keys?

    We work with a lot of local businesses and nationwide partners. It is in your best interest to add them to your community’s guest list for key authorization. Spruce is not responsible for facilitating a key release with any of our Parter Services.

  • Trying out Wag! for the first time?

    Use our Spruce-exclusive code WAGSPRUCE10 to receive a $10 off coupon good for your first pet care service with Wag!

  • Does Wag! offer cat visits?

    Yes, they sure do!  When using the Wag! app, select “Drop in Visit” to schedule your service. Then be sure to select “Cat” under the Pet Profile.

  • Need something Spruce doesn't offer?

    We have partnered with top service providers in your area to bring you additional service offerings and perks.

    Interested in becoming a partner? Send your request to service@getspruce.com and provide us with the following:

    • Your Full Name
    • Type of partnership service
    • Contact information
    • Any additional information we need to know
  • Laundry - Wash & Fold
  • Are my clothes sorted before washing?

    Yes, our pros sort wash & fold orders into dark, light, whites, and towels.

  • Are my clothes washed with other people's clothes?

    No, each order is handled completely separately. We will never clean your clothes with another customer’s clothing.

  • What about sweaters or delicates?

    Unfortunately, we do not wash items individually nor do we launder delicate items. However, you can book a Dry Cleaning pick up as well to make sure that all of your clothes are properly cleaned one by one.

  • What kind of detergent do you use?

    We use standard-strength detergents, softeners, and bleach based on your specified preferences for wash & fold services. If you would like for us to use a skin sensitive detergent, please place this request in the notes section when making your Laundry booking in the Spruce app.

  • How are clothes packaged and delivered?

    Your clothes are folded and delivered in plastic wrapping.

  • Laundry - General
  • What type of laundry services do you provide?

    Our laundry services include in-unit pickup and drop off of your laundry. We clean clothing, bedding, and other household textiles. Laundry may be processed as dry cleaning, or as wash & fold. Dry cleaning items are treated and pressed, while wash & fold orders are color sorted and washed in loads. You can book a combined service, but items should be separated. We provide laundry customers with a Spruce bag.

  • Can dry cleaning and wash & fold be in the same bag?

    No. Please separate Wash & Fold and Dry Cleaning when setting your clothes by the door for pick up. If you haven’t received a Spruce laundry bag of your own yet, please leave items in a laundry basket or bag.

  • Will you provide a bag for my clothes?

    While supplies last, we will provide a free Spruce bag with each delivery when necessary. They are an industry-standard material with plenty of space for your dirty laundry.

  • Where do I leave my clothes?

    Leave your clothes inside your front door and your Service Pro will pick them up during the day. Be sure to separate Dry Cleaning from Wash & Fold.

  • Who picks up my clothes

    Your service pro will pick up your clothes, take them to our partner laundry facility, and return them to your unit. All Spruce pros have undergone a background check, training and are licensed, bonded, and insured.

  • When do you pick up and deliver?

    Your items will be returned on your community’s next laundry day, typically 2-3 days after your clothes are picked up. The corresponding drop-off for your order will be available under My Bookings after your pickup has been scheduled. Household or specialty items may require additional turnaround time, typically requiring one full week from pickup.

  • Do you clean household items?

    Yes, we clean bed linens, curtains, duvets, comforters, table coverings and other household items. Household items that are dry cleaned require extra time for services, so expect them to deliver one week after pick up.

  • Are my clothes pressed?

    Wash & Fold laundry is not pressed, simply neatly folded. Items picked up via a Dry Cleaning booking are pressed, returned on a hanger, and starched to your preferred level as requested.

  • What happens if I leave personal items in my pockets?

    Please ensure all items have been removed from your pockets prior to pick-up. In the event that we do find items in your pockets, we’ll return them along with your laundry.

  • What happens if my buttons break?

    We are very careful to protect buttons in the laundering process and we replace our press pads frequently. However, shirt buttons are subjected to high heat and become brittle over time. Eventually, some buttons may break and, if we find a cracked or missing button, we closely match it and replace it for you. If a delivered item has a broken button, then let us know at service@getspruce.com and we will fix it at no extra charge.

  • Where do you take my clothes?

    Your service pro will pick up your clothes, take them to our partner laundry facility, and return them to your unit. All Spruce pros have undergone a background check, training and are licensed, bonded, and insured.

  • When is my card charged?

    We will provide an itemized invoice and process payment when the laundry is on its way for drop-off at your home.

  • Can I make changes to my booking?

    You can change notes and starch preferences any time before we complete your dry cleaning pick up. You can change your service day or drop off location up until midnight on the night before service.

  • What are your prices?

    Dry cleaning and laundry prices vary by city. View our pricing menu here.