Frequently Asked Questions
How it works
General
If you're busy and want a little extra help from a trusted provider, we're here for you. With just a few clicks in the Spruce app on iOS or Android, you can schedule one-time or recurring housekeeping, pet care, laundry, or dry cleaning. Behind our team of pros in the field, our customer service team is available seven days a week. Email us at service@getspruce.com if you have questions, have a weird request, or just want to say hi! We love hearing stories from customers who breathe a little easier with Spruce as part of their routine.
Your home is your sanctuary, and you need to trust anyone who comes in. Your service pro is vetted by Spruce, and is a professional at the work they do. They are background checked, bonded and insured, top-rated by your neighbors, and trusted by your community's leasing team.
We hope so! Download our iOS or Android app and search for your zip code to see if we're serving your community. If not, we'll try to get there soon. You can speed it up by making a request on our website.
It's all taken care of. We work directly with the leasing staff at your apartment community. They provide your service pro access, so you never need to think about it.
If you do have specific entry instructions, such as a gate code or door code, leave that in your booking notes for our pro. In rare cases, some apartments may require additional sign off by you or registration of vendors for onsite entry or parking. If that's the case, you should get a text message reminder the day of your service.
Customers who require after hours visits for pets should email service@getspruce.com to coordinate entry arrangements.
We work with your apartment community to access onsite or nearby parking, and provide access to your unit, so travel and entry are already taken care of at the time that you book.
Good question! No, our prices are competitive with market value for professionals of the same caliber as our team. We make our money by removing wasted time and carefully vetting our service pros so you can have peace of mind. By serving many residents at one location and getting the cooperation of your Leasing Team, we minimize the drive time and advertising costs that you'd be paying for by using another service.
Coupons can be applied to a single booking by adding a code on the payment screen or selecting from the coupons in your account. Some coupons only work for specific services (i.e., just Chores, Mini-Cleanings, or Pet Care). Coupons are not applicable to Move Out Cleanings.
Credits are a pre-paid account balance, available as a gift from your apartment community or from Spruce. You can check your credit balance in the Spruce app once it has been paid and awarded. If you have credits on your account, we will automatically apply the credit to your next booking, no matter the service.
Housekeeping & Chores
We partner with local, professional cleaning services to make sure you get a great cleaning. Your Service Pro will be a professional who does this for a living. They are background checked, bonded and insured, top-rated by your neighbors, and trusted by your community's leasing team.
While we are good at what we do, providing a safe work environment for our pros is vital. For this reason, we may abandon services if we encounter:
- Blood, feces, vomit, urine or other bodily fluids from humans or animals
- Pests such as fleas, cockroaches or bed bugs
- Illicit materials or drug paraphernalia
- Unsecured weapons
- Mold & mildew remediation
Additionally, our housekeepers are not equipped to conduct cleaning in the following areas:
- Outdoor areas
- Under furniture
- Under or around personal items, decor that appears fragile, such as glass decor, or personal knick-knacks or trinkets.
- Areas beyond reach with a single-step stool
Our Signature Cleaning is designed for apartments that have been professionally cleaned in the last 2-3 weeks. For your first service, we suggest upgrading to a Premium Clean then move to recurring Signature Cleaning services every 2-3 weeks. Our Chores services like cleaning the floors or bathrooms individually can keep your home in shape between full cleaning services. For more information, review our Spruce Housekeeping Checklist.
We recommend that you pick up clothes, shoes, and clutter before your Service Pro arrives. Clearing surfaces makes the most of your cleaning, and helps your pro concentrate on cleaning and disinfecting. If you don't have time for that, we have add-on services for handwashing dishes, folding laundry or picking up clutter that can help.
To prepare, you can leave notes for us in the booking including entry instructions, pets, or other specifics about your household. Please provide any notes in the app while making a booking or email us any time at service@getspruce.com.
No, we will provide all the necessary supplies and equipment for housekeeping and chore services. However, if you have special products that you would like for us to use, we will be happy to use your supplies if left on the counter with a note.
You can be home if you like, but most customers prefer to give their service pro room to work their magic.
Booking availability coincides with your leasing office's operating hours. Your service pro will start their cleaning service in the designated window, but may not finish in the window depending on their arrival time, or the state of the apartment when they arrive.
For each unit size and cleaning package, we have a maximum time allotment to complete our checklist. In some cases, we may not be able to complete our checklist in the allotted time. Getting on a recurring cleaning schedule keeps your apartment cleaner and cleaner over time, which helps each service move more efficiently, and allow more time for attention to detail areas.
Please select the unit size that is closest to the room and bath count of your home. If you do not believe that there is an accurate comparison in our current selection, please email us at service@getspruce.com for assistance.
We have certain requirements to safeguard our pets and service pros. We ask that you please separate all animals (except for cats) from your Service Pro prior to arrival or while they are cleaning. Kenneling or removing the animal from the apartment is preferred. Your Service Pro will not be able to clean if an unsecured animal is present in your unit.
Your Service Pro will take the necessary precautions to avoid any incidents at your home and we also carry insurance to give you peace of mind. If you have any sentimental or valuable items that you consider irreplaceable, please put them aside before your cleaning. That said, accidents happen, and we work to communicate issues to you as soon as we know. If you discover something is out of the ordinary when you arrive home, please email us as soon as possible at service@getspruce.com.
If the quality of your Signature or Premium cleaning was not what you expected, please email us at service@getspruce.com within 24 hours, and we schedule a time to redo missed items for no extra charge within seven days of the original service. You can also leave feedback from the booking details in your Spruce app. This feedback helps our teams get better, and feel recognized for great work.
Move Out Cleanings are guaranteed to pass your community's inspection, excluding maintenance items. If the cleaning does not pass inspection, we will work directly with you and your apartment community to make it right. Our Move Out Guarantee covers cleanings items only; services you wouldn't normally book with a housekeeper are excluded. We like to leave carpet cleaning, carpet repair, painting, appliance damage, electrical work, mold & mildew remediation, and other specialized work to the appropriate professionals. Our pros are licensed, bonded, and insured for housekeeping & cleaning, so you are covered for the work we do best.
If Spruce cannot access your unit because of an issue with our operations or your community, we will reach out to see if you are available to provide access from home, or can provide another means of entry, such as a digital door code. If we cannot gain entry, we will reschedule within the next seven days, or provide a full refund. Check out our FAQs for information on services you decide to cancel.
Moving is a lot of work, but booking our move-out cleaning can make it a little easier. Ensure all personal items are removed, electricity and water are still available, and we will clean your completely empty apartment after you move. Any items left in your unit that can be carried by hand may be disposed of. We are unable to provide a Signature or Premium cleaning in an empty apartment.
Move Out Cleanings are guaranteed to pass your community's inspection, excluding maintenance items. If the cleaning does not pass inspection, we will work directly with you and your apartment community to make it right. Our Move Out Guarantee covers cleanings items only; services you wouldn't normally book with a housekeeper are excluded. We like to leave carpet cleaning, carpet repair, painting, appliance damage, electrical work, mold & mildew remediation, and other specialized work to the appropriate professionals. Our pros are licensed, bonded, and insured for housekeeping & cleaning, so you are covered for the work we do best.
What do we clean?
The interior of empty apartments. Move Out Cleanings include the removal of two bags of trash. Additional trash removal beyond that should be purchased as an add-on. Please contact service@getspruce.com for details.
What do we not clean?
Please note that our Move Out Cleaning Guarantee covers cleanings items for interior areas only; services you wouldn't normally book with a housekeeper are excluded. We like to leave carpet cleaning, carpet repair, painting, appliance damage, electrical work, mold & mildew remediation, and other specialized work to the appropriate professionals. Other than a light patio sweeping, we do not clean garages or other exterior areas. We only sweep the patio.
You can use our Spruce-Approved Checklist to learn more.
If any additional bags or boxes need to be moved, additional charges are assessed depending on the volume of items and time required. Disposal of additional items can be purchased as an add-on in two or four bag increments.
We process payments at 5pm two days before each scheduled service. If you make a change after 5pm that reduces or removes the payment - no worries, we will issue a refund to the card on file (subject to cancellation policies).
Yes, you can cancel your booking in the app until 8am on the day of your cleaning. Cancellations made after 5pm two days before your service, up to the time we arrive will have $35 deducted from the refund for late cancellations. This deduction applies to Housekeeping services only; it excludes Chore services. While fees are a bummer as a customer, it helps support wages for our teams, even when they lose work unexpectedly. A refund will be applied to your card on file, net of that fee.
You can update notes and add-ons any time before we start your service. If you need to reschedule, you can do so without penalty until 5pm two days prior to the originally scheduled time. Within 48 hours, a late fee may be incurred. While fees are a bummer, it helps support steady wages for our teams, even when they lose work unexpectedly.
A tip is not expected but if you would like to tip your Service Pro, please email us at service@getspruce.com and we can add a tip to your service.
Pet Care
Of course! Our Pet Professionals are onsite most days so feel free to say hello if you see them. If you miss them, log on to our app for iOS or Android to check out our pet care team's profiles or book a Meet & Greet that can be conducted in person or over-the-phone.
Our pet sitters go through a rigorous screening process including a background check and extensive onboarding, including visits supervised by our management team. They are also fully bonded and insured.
You can view all of your current and future bookings in the "My Bookings" menu within the app to see your schedule and make any changes. You will receive a push notification or text message when we are on our way and have arrived in your unit. Shortly after the walk, you will receive an update and picture of your furry friend.
Every Spruce community has a primary pet care manager who oversees all pet care. We strive for consistency with our pets, but there are times when a different pet professional is available if your usual pro is home sick, travelling, or just taking a day off. We hope that all of our pets get to know each pet sitter over time.
Our Pet Care Services are designed as single household walks. Our pros work within the 20-minute visit to give your dog as much individual attention as possible. If you have larger or more active dogs, or multiple dogs, we recommend booking additional time to your visit.
Booking availability coincides with your leasing office's operating hours. Most weekdays, there are two to four blocks of time to choose from. Your pet care pro will start their visit in the designated window. If you will be out of town, or require additional visits for your pet after hours, contact us at service@getspruce.com to schedule.
Yes! When you are travelling, we recommend three visits per day for dogs and at least one visit every 48 hours for cats. Most other pets like fish, rodents and reptiles require only one visit per day, but we can work with you to accommodate more frequent visits if desired. Booking availability coincides with your leasing office's operating hours. Most weekdays, there are two to four blocks of time to choose from. Your pet care pro will start their visit in the designated window. If you require additional visits for your pet before or after office hours, contact us at service@getspruce.com to schedule and coordinate entry instructions.
Yes! Just let us know in the Notes section when you book your visit. Our teams are prepared to provide care for pets after surgery, or if medication is required as part of their daily routine. If we notice that your pet’s behavior is out of the ordinary, we will let you know in our end-of-visit report.
Yes, however, slots are extremely limited and typically fill up weeks in advance. If your property's leasing office is closed, we will either need a digital access code to your home, or a personal key left at your leasing office that we can pickup during office hours. To coordinate holiday care, email us at service@getspruce.com
Yes, you can cancel your pet care service in our iOS or Android app until 8am on the day of your service. Cancellations made after 5pm the day before service up to the time we arrive will receive a $10 reduced credit for late cancellations. This includes services where we arrive and your pet is not home.
You can update notes and add-ons any time before we start your pet's service. If you need to reschedule, you can do so without penalty until 5pm two days prior to the originally scheduled time. Within 48 hours, a late fee may be incurred. While fees are a bummer as a customer, it helps support steady wages for our teams, even when they lose work unexpectedly.
One-time bookings are charged at 5pm on the day before the service. Recurring services are billed on the 1st of each month.
A tip is not expected but if you would like to tip your Service Pro, please email us at service@getspruce.com and we can add a tip to your service.
Laundry - Wash & Fold
Yes, our pros sort wash & fold orders into dark, light, whites, and towels.
No, each order is handled completely separately. We will never clean your clothes with another customer’s clothing.
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.
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.
Your clothes are folded and delivered in plastic wrapping.
Laundry
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.
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.
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.
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.
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.
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.
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.
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.
Yes, we do dry clean wedding dresses for $250 for most gowns. Our cleaning process does not include gown preservation. Schedule your dress cleaning by making a dry cleaning booking. Most dry cleaning for specialty items require a one-week turnaround time
We can provide minor repairs to your items by special request, but do not provide alterations.
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.
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.
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.
We will provide an itemized invoice and process payment when the laundry is on its way for drop-off at your home.
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.
Dry cleaning and laundry prices vary by city. View our pricing menu here: SpruceLaundryPrices.PDF
