What if I am unhappy with the resolution after voicing my concern?
Our team does their very best to ensure all quality issues are resolved. If you have any further questions about our payment terms, please refer to our full terms and conditions here.
Read MoreWhen will my cleaner arrive?
In order to accommodate multiple bookings on varying routes, Spruce booking windows are scheduled in 4-hour or 8-hour windows. This means our team will arrive within this time frame to begin your service. You will also receive a text alert anywhere from 20-40 minutes ahead of time as a heads up when our team is…
Read MoreCan I request an English-Speaking Cleaner?
We’re unable to guarantee the language that our team will speak most proficiently, but rest assured, it’s our support team’s job to do the communicating for you! Any requests you have can come to Support for processing, especially if an add-on service is required the day of the service. Any translations needed are processed upon…
Read MoreCan you clean my laundry room or closet?
Our team is not able to move any furniture for their safety. Therefore laundry rooms are not included in any of our cleans. Our team also cannot clean any closets due to personal belongings and privacy concerns.
Read MoreWhat do I do if my password reset doesn’t work?
Please contact our service team at service@getspruce.com. We will be happy to help troubleshoot and provide you with a resolution!
Read MoreWhere can I find the Live Chat?
The Live Chat can be found in the bottom right-hand corner on every page of our website. Simply click on the icon to open up a chat window.
Read MoreCan I call to speak with someone / do you have a phone number?
Our primary mode of support is live chat, text, and email. We’ve found that we can provide our highest quality of support through writing. This allows us to pass on useful materials like our checklists, links to our FAQ page, as well as screenshots for troubleshooting. We hope you will find the same as well.
Read MoreWhat are your customer support hours?
For SMS & Email: Mon-Fri 8AM-7PM CST Saturday 10AM-6PM CST For Live Chat: Mon-Fri 9AM-5PM CST Saturday 10AM-5PM CST
Read MoreCan I choose a specific arrival time?
Our move-out cleanings have a large booking window because these services take a lot of time for our team and we want to ensure we allocate enough space for other services as well as move-out cleanings. While requests for arrival times can be made in our notes, we cannot guarantee a specific arrival time. Instead,…
Read MoreCan I use a Spruce Credit or Coupon on a Partner Service?
Spruce credits or coupons are not applicable towards Partner services at this time. They are only applicable towards Spruce services excluding move-out cleanings. Certain coupons are specifically only valid for Housekeeping Services (Signature, Premium) while others can be applied to both Chores and Housekeeping.
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