How can we help?

Help & FAQs

Getting Started

How do I create a Pelican Clean Account?

You’ll be invited to set up your account after you make your first booking via email. Once you’ve set up your account, you can login here.

Do you service my area?

If you live in Marin County, the East Bay, or select neighborhoods of San Francisco, we serve you! Feel free to check out our service area in more detail here.

Do you bring your own cleaning supplies, products and equipment?

Pelican Clean cleaners are equipped with safe, family and pet friendly supplies and a vacuum at no extra charge to you. Please let us know if you would like to provide your own special cleaning supplies by adding a note to your booking.

Can I request special tasks or extras?

Yes! Feel free to add any special tasks or requests when you book. If you’ve already booked, please log in to your account and add any instructions to your booking notes. Alternatively, you can contact us here and let us know.

How do you get into my house?

There are a few options. You can always let us in for each cleaning. Alternatively, you’re welcome to give our team a key for easy access. We store your keys safely and anonymously in our secure lockbox.

We are also happy to access an on-site lockbox or obtain keys from the front desk of your building.

Manage Your Account

How do I change my password?

Please log in to your account to update your password on file.

How do I reset my password?

If you forgot your password, please select “I forgot my password” and you will be able to reset your password. Alternatively, you can contact us here for assistance.

How do I change my address?

Please log in to your account and you can adjust your address in your profile.

How do I update my credit card?

Please log in to your account to update your credit card on file.

How do I book my first appointment?

You can book your first appointment in less than 60 seconds here.

Pricing & Policies

Can I cancel my appointment?

We understand that you may need to reschedule or cancel your scheduled house cleaning appointment, but to avoid paying a fee, we require that you provide at least 48 hours notice. If you cancel less than 48 hours before your cleaning, the fee is $100.


Lockout Fee: If the cleaning team arrives and they do not have a way to enter the property and client is not responding, or the team is turned away at the door, the full service fee is due. We are a small family-owned business and are not able to absorb the unnecessary costs relating to missed appointments.


What about gratuities?

The cleaners never expect gratuities, but they would be very happy to receive them. You can give the cleaners a tip while they’re at your home, or you can add a tip prior to booking. If you would like to add a tip post service, please e-mail or call us and we can process the tip separately.

How do I manage recurring appointments?

If you’ve signed up for recurring appointments, you can always adjust the timing and pace of those cleanings through your online account. You still have the flexibility to adjust up to 48 hours before your cleaning.

Login into your account here

Trust & Safety

What happens if something goes wrong during my appointment?

Please contact us here to report any issues. Our goal is 100% happiness, and we will quickly address any issues you may have.

Do the cleaning professionals go through a background check?

Yes, all of our cleaners are interviewed in person and pass background checks! We treat your home like our home and we wouldn’t want anyone not background checked in our house!

What is your 100% satisfaction guarantee policy?

We guarantee everything we do. If you aren’t happy with your clean, we’ll send someone out there ASAP. If you’re still not satisfied, we’ll provide you a full refund.


How should I prep for the cleaning?

We always advise that you take care of any organizational tasks prior to the cleaners arriving so they can focus on getting your home as clean as possible during their time with you.

However, if you don’t have time, you’ll be amazed at what our team can do!

Are we pet-friendly?

Absolutely! We love pets.

Do you send the same cleaners each time?

We do our absolute best to send the same team to your house each time. However, if there are unforeseen circumstances, we want to ensure your house gets cleaned so we may send a different team.