frequently asked questions

about uppnå

  • uppnå is your dedicated apartment cleaning service. Download our app to try (available on Android or iOS).

    Contact us at info@getuppna.com for questions.

  • We believe that employing full-time staff ensures top-level quality for you and stability for them. uppnå’s dedicated cleaning team has undergone meticulous training and rigorous background checks. Our experienced, professional cleaning crew may arrive alone or in teams depending upon the size and scope of the job.

  • We hope so! Download the uppnå app (Android/IOS available) and search your address to see if we’re servicing your building. If we aren’t available there yet, we’d be happy to set up a service demo with your front desk or leasing office––just let them know you’re interested and have them email sales@getuppnå.com.

  • We’re able to offer affordable white glove service by focusing on the residents of one building, rather than all over town. This allows us to reduce things like drive times, logistic complications, and advertising costs––all contributing to a seamless, premium level of service for you.

  • uppnå is committed to using effective and eco-friendly cleaning products. For a full list of our preferred cleaning products please contact your uppnå concierge or text us at 206-659-5545.

service details

  • Providing a safe and healthy work environment for our incredible staff is important. We'll inform you if we encounter any of the following situations that require us to discontinue our services: 

    • blood, feces, vomit, urine, or any other human or animal bodily fluids 

    • pest infestations (e.g. fleas, roaches, or bed bugs) 

    • illicit materials or drug paraphernalia 

    • unsecured weapons 

    • mold and mildew

    • We don’t offer cleaning service in closets or outdoor spaces.

    For a deep clean, we will work around numerous/fragile personal items, under furniture, or in areas beyond the reach of a single-step stool (e.g. ceiling fans, tops of cabinets), but will not for an essential clean. 

    Additionally, if a home is too cluttered, damaged, or dirty for our service to proceed effectively, we may need to reschedule until we can access the space properly. We will work to reschedule your service within the next seven days. If you are unable to reschedule, a refund will not be issued.

  • Understanding that initial cleanings often require a bit more care the first time around, our introductory service is extra thorough and prioritizes areas prone to grime buildup, laying a strong foundation for future cleanings. 

    Learn more about our essential clean, deep clean, and move out services in the uppnå app (Android/iOS) or on our website.

  • To ensure a thorough clean we recommend picking up clothes, personal items, and any clutter. For example, clear countertops and floors allow us to focus on a thorough clean rather than cleaning around items.

    Help us prepare by using the clean notes feature in your uppnå app (found under Preferences) to share entry/access instructions, inform us about pets, or note any unique aspects of your household. You can also add notes after booking your first clean.

  • We'll bring all necessary supplies, but if you prefer specific products, please note them in your clean notes and leave them on the kitchen counter. We prioritize eco-friendly products that result in a great clean, but are happy to accommodate your preferences (pet-safe, hypoallergenic, etc.).

  • Safety and cleanliness are our top priorities. In accordance with OSHA guidelines and to avoid fall hazards, we cannot advise our staff to remove their shoes. But, if you make the request in your booking notes and supply the booties we’d be happy to wear booties.

  • We’d be happy to load dishes into an empty dishwasher. Since settings and requirements differ for every machine, we’ll let you start the dishwasher according to your preferences.

  • We understand that laundry can be a bit personal and that different garments require specific care. At this time we don’t offer laundry service and instead focus on cleaning the rest of your space. For a deep clean, we're more than happy to make up your bed with any clean linens you've set out before your service.

  • For privacy and respect for your personal belongings, our staff doesn't clean closets.

scheduling & logistics

  • While we're flexible in finding an arrival that suits you, we're unable to guarantee exact service times due to availability and your property's operating hours.   

    If you have specific preferences we’ll try to accommodate them. Please include them in your clean notes or reach out to your uppnå concierge.

  • Your cleaning service will begin within the designated time slot but may take longer to complete than anticipated depending on the job's size and the time needed to clean your space according to our high standards.

    We have a maximum time for our cleaning checklist based on factors like your home's size and the selected cleaning service. We aim to complete all tasks on our checklist, but a home's condition during the service time slot may require a follow-up cleaning. Follow ups can be scheduled via the uppnå app. 

    Scheduling regular services at least monthly helps maintain your home's cleanliness over time ensuring the most efficient and thorough cleaning throughout your home every time.

  • In the event that we are unable to gain entry to your home, we will promptly reach out to you to resolve the issue. We will wait for 15 minutes to gain access through the customer/leasing office. If access is still not possible, we will reschedule your service within the next seven days. If you are unable to reschedule, a refund will not be issued.

    If we cannot gain access to the building, we will either reschedule your service for another day or issue a full refund.

  • You don't need to be present for your housekeeper's work. While most customers prefer to leave during service, you may want to stay if someone needs to be present for home access––either way, we’re happy if you’re happy!

  • Let us know of any specific entry instructions like gate codes, door codes, smart locks, and lockbox locations in the uppnå app's clean notes section. Customers are responsible for any property-specific access requirements such as written authorization or necessary keys. 

    Please respond to our access requests via text with the uppnå concierge or clean notes to ensure a seamless start to your service. If our staff is unable to enter, we may have to cancel without refund.

  • We pride ourselves on good communication––uppnå concierge is at your service! Any requests can be directed to your uppnå concierge for assistance. Rest assured, any translation needs will be promptly addressed to ensure a seamless experience.

  • uppnå booking time slots are scheduled in 4-hour or 5-hour time slots for high levels of efficiency and service. You'll also receive text reminders a week before (if applicable), the day before, and on the day of your service.

  • We prioritize the safety and well-being of both your pets and our staff. Please ensure that any dogs are securely confined (preferably in a kennel or removed from the home) while our team is working. Cats may roam freely, but if they tend to escape, consider keeping them behind closed doors. Our goal is to focus on cleaning your home and we appreciate your understanding. Please also be sure to let us know about your pets by texting the uppnå concierge or inputting into your clean notes. 

  • To reschedule or cancel your booking, please notify us at least 24 hours before your scheduled service start time to avoid a cancellation fee. You can manage your booking through the uppnå concierge:

    This cancellation policy supports fair wages and stability for our housekeeping team.

    Cancellation within 24 hours of your booking will incur a $25 fee and is deducted from your refund.

    In the event that we are unable to gain entry to your home, we will promptly reach out to you to resolve the issue. We will wait for 15 minutes to gain access through the customer/leasing office. If access is still not possible, we will reschedule your service within the next seven days. If you are unable to reschedule, a refund will not be issued.

    If we cannot gain access to the building, we will either reschedule your service for another day or issue a full refund.

  • You can update notes until 24 hours before your service. Our staff is exceptional and they choose to work for uppnå because we provide predictable schedules. We may not be able to accommodate any requests made within 24 hours or less of your service time slot.

    To reschedule or cancel your booking, please notify us at least 24 hours before your scheduled service to avoid a cancellation fee. You can manage your booking through the uppnå concierge:

    This cancellation policy supports fair wages for our housekeeping team and provides stability for our employees.

    Cancellation within 24 hours of your booking will incur a $25 fee and is deducted from your refund. However, if your service was canceled or rescheduled due to our error, the cancellation fee will be waived.

payment & billing

  • After your clean has been completed by our housekeepers, our accounting team will begin processing your payment within roughly 30 minutes. 

    • In the event there is an error in payment we will retry processing again at 7pm PST.

  • Tips are not expected, but they are greatly appreciated. To tip your housekeeper with the credit card on file, send us a message via text at 206-659-5545 or email us at concierge@getuppna along with the amount you’d like to leave for your housekeeper. Any and all tips will go directly to the employee(s) that provided your service.

  • To reschedule or cancel your booking, please notify us at least 24 hours before your scheduled service to avoid a cancellation fee. You can manage your booking through the uppnå concierge:

    This cancellation policy supports fair wages for our housekeeping team and provides stability for our employees.

    Cancellation within 24 hours of your booking will incur a $25 fee and is deducted from your refund. However, if your service was canceled or rescheduled due to our error, the cancellation fee will be waived.

technical support

  • To troubleshoot any issues, please contact the uppnå concierge:

  • Please select the unit size that is closest to the bedroom and bathroom count in your home. If you don’t believe there is an accurate comparison available in our selection, please contact the uppnå concierge:

  • Download the uppnå app to get started (Android/iOS available). Contact us at info@getuppnå.com for questions.

quality concerns

  • Our staff will always respect your home and belongings, but accidents can occur. If you have sentimental or irreplaceable items, please store them in a safe place before your service. If something breaks during cleaning, we'll promptly contact you to discuss next steps. If you discover that something is out of the ordinary, please contact the uppnå concierge:

  • After your service is completed, we’ll ask you to rate your service and to give us any feedback. We monitor everything closely in order to ensure a high-level of service. If the quality of your cleaning does not meet your expectations, please contact us within 24 hours, and we’ll work with you to promptly remedy any issues. To resolve any issues, please contact the uppnå concierge:

  • If you're still unhappy after we’ve attempted to resolve the issue, please contact the uppnå concierge again:

    If you have any additional questions regarding payment terms, you can find our full terms and conditions here.

customer support

  • For SMS & email: 

    Weekdays 7 a.m. – 7 p.m. PST 

    Saturdays 10 a.m. – 6 p.m. PST

  • Our primary mode of support is live text and email. We’ve found that we can provide our highest quality of support, allowing us to pass on useful materials like checklists, links to detailed webpages, as well as information for troubleshooting.

    However, to speak with us on the phone please contact the uppnå concierge:

    • Phone: 206 659-5545