Your questions,
honestly answered.

It's simple and stress-free. Start by requesting your free, no-obligation quote online or by calling us at 1-877-908-6774. We'll follow up within one business day with a personalized quote and answer any questions you have.

Once you're ready to book, we confirm your service type, date, and any specific preferences. You'll receive a confirmation with everything you need to know before we arrive. After that — you're done. We take care of the rest.

Not at all — most of our clients prefer to step out and come home to a clean, serene space. For your first visit, many clients like to be briefly present to walk us through priorities or any areas to avoid. That's entirely your call.

After that, the majority of our recurring SerenLumi clients share a spare key or an access code with us. Every team member is background-checked and fully insured, so you can step out with complete peace of mind.

As often as your home and schedule call for it. SerenLumi offers weekly, bi-weekly, and monthly recurring service, as well as one-time cleans for special occasions, move-ins, move-outs, and seasonal deep cleans.

We work on a no-contract basis — meaning your schedule can flex as your needs and budget change. Recurring clients receive priority scheduling and a consistent team who learns your home over time.

Yes — your first clean is almost always the longest. We're bringing your home up to the SerenLumi Standard from wherever it currently stands, which takes more time and attention than maintaining that standard on subsequent visits.

How much longer depends on your home's size, the number of people and pets, decorating style, and how recently it was last professionally cleaned. Once we've established the SerenLumi Standard as a baseline, your recurring cleans will be faster, more consistent, and easier to predict in duration and cost.

Every home is unique, which makes it difficult to give a precise number before we've seen your space. When you request your quote, we'll provide a ballpark estimate based on your home's details. After your initial clean, we'll have a much clearer and consistent sense of how long each visit takes.

What we can promise: we don't rush. Every area gets the time it needs to meet the SerenLumi Standard — every visit, without exception.

SerenLumi uses non-toxic cleaning products that are safe for your family, your pets, and the Cayuga Lake watershed. We are continually evaluating new environmentally responsible products to ensure we're bringing the best to your home.

Our eco-friendly option is available on every service type — simply let us know when you book and we'll ensure your entire visit is conducted with non-toxic, plant-based products.

Beds are always made as part of our standard service. If you'd like fresh linens put on, simply leave a clean set out and let us know — we'll take care of it.

Additional laundry requests are absolutely welcome, but we do ask for advance notice so we can allocate the extra time needed and ensure nothing is missed. Just mention it when you book or reach out ahead of your appointment.

Yes — completely, and without exception. SerenLumi carries full general liability insurance and workers' compensation coverage. Every team member who enters your home has passed an individual criminal background check before their first visit.

We can provide proof of insurance upon request. Your home, your belongings, and your family's safety are never something we take lightly.

We build our team on integrity — which means if something is damaged, we shine a light on it immediately rather than hoping you won't notice. Our team members are trained to photograph any damage and report it right away, without hesitation or reprimand.

Once reported, we contact you promptly to discuss a fair and quick resolution. We will do our best to repair or replace the item. Because we are fully insured, an insurance claim can be filed when applicable. We are all human and accidents do happen — what matters is how we handle them, and we handle them with honesty and accountability.

If you have irreplaceable or particularly fragile items, we recommend storing them safely before our visit. Please mention any concerns at the time of booking.

We love pets! If your animal is comfortable around new people and the sounds that come with cleaning — vacuums, mops, moving furniture — they're perfectly welcome to be home during the visit.

For everyone's comfort and safety, we do recommend securing pets in a separate room or crate for the duration of the clean. All SerenLumi team members are comfortable working in pet-friendly homes, and our eco-friendly products are safe for cats, dogs, and other animals.

Please note: we are not able to walk, feed, or clean up after animals as part of our service.

Tips are never expected, but are always deeply appreciated — and 100% of any gratuity goes directly to your cleaning technician, always. Many clients prefer to tip at the end of each visit; others like to show their appreciation at the holidays or end of the year. Either way, it means a great deal to our team.

If you'd like to share your experience in another way, a Google review or a recommendation to a friend or neighbor is one of the most meaningful things you can do for a small, growing business like ours.

After each cleaning, you'll receive an invoice by email. Payment is due upon receipt and can be made by debit card, credit card, or check. We ask that a card be kept on file with us for convenience — it will never be charged without your knowledge or authorization.

Please note that any outstanding balance from a prior visit will need to be settled before we can schedule future service. We'll always communicate clearly and respectfully about any billing matters.

Life happens — we understand completely. We do ask for 48 hours' notice for any cancellations or rescheduling requests, either by phone or email. You'll receive reminder communications before each visit to help keep things on track.

Cancellations with less than 48 hours' notice will be subject to a 25% fee of the scheduled cleaning. Same-day cancellations are subject to a 50% fee. These policies exist to protect our team members' time and livelihoods, and we appreciate your understanding.

Ask us — we genuinely mean it. SerenLumi prides itself on being accommodating, and we love finding ways to go above and beyond for our clients. As long as we have the right tools, training, and time to do something well, we'll find a way to make it work.

We do ask for 48 hours' advance notice for any additional requests so we can allocate the right amount of time and arrive fully prepared. Last-minute additions can sometimes mean not completing everything to the standard we hold ourselves to — and that's not acceptable to us.

Absolutely. We're happy to work within a defined time block to stay within your budget. If you have a set number of hours in mind, we'll work with you to build a priority list so the most important areas of your home get the attention they need within the time available.

Please note that we have a 3-hour minimum per visit to ensure we can deliver a meaningful, quality result every time.