Resident FAQ

We cover your general questions as well as service-specific questions.

General

What are your current policies due to COVID-19?

 Due to COVID-19, some of our policies below — including how Amenify cleaning pros gain access to your unit to complete a scheduled clean — have been updated. For the safety of you and your loved ones, your neighbors, and Amenify cleaning teams, please do not schedule an Amenify service if you have been feeling ill, have been diagnosed with COVID-19, or have had contact with someone who has. Please note, if Amenify cleaners come to your home to clean and there are concerns about illness, Amenify may reschedule your cleaning two weeks after your original service date. Please see here for our latest updates regarding COVID-19 policy.

Who do I contact if I need help enrolling or booking services?

Amenify’s Concierge is available to all residents. You can email customersupport@amenify.com or text at 720-310-3754

What hours is your Concierge available?

Our Concierge can be reached Monday through Friday, between 8:30am and 5:30pm Mountain Standard Time.

How do I manage my bookings?

In the Amenify app, select the calendar icon in the middle at the bottom of your screen.

What is the cancellation policy?

For cancellation policies, and instructions for cancelling your service, please refer to the specific section for your service type in this FAQ. For cancelling your single service, please check "How do I cancel a one time appointment?". For a subscription service, please check "How do I unsubscribe from a subscription?". For food delivery please check "Can I cancel my food order?" below. 

Are your providers insured?

You bet. We thoroughly vet all providers, and partner with only the best service providers around. They are always bonded and insured.

What is your holiday schedule?

In observance of National Holidays, we are closed on the following days:

New Years Day: Jan. 1
Memorial Day: The last Monday of May
Independence day: July 4
Labor Day: The first Monday of September
Thanksgiving: The fourth Thursday of November
Christmas Eve: Dec. 24
Christmas Day: Dec. 25
New Years Eve: Dec. 31

Scheduling & Billing

When will I be billed for a booked service?
The credit card you provided during sign-up will be charged within 24 hours after you registered, under the name Amenify.
When is my subscription billing date?
Your billing date will recur monthly on the date your initial payment went through.
How do I unsubscribe from a subscription?

You may unsubscribe through the Amenify app. From the home screen, navigate to your personal account settings by selecting the gear icon in the bottom right corner. Select “Unsubscribe a service” and you will be prompted to add a reason for cancellation and any comments you have, then press “Send” and your cancellation will be processed.  For help, please contact Amenify Customer Support via email at customersupport@amenify.com or via text at 720-310-3754. To cancel upcoming payments, Amenify Customer Support requires notice of cancellation two business days prior to your billing date

Can I pause my subscription?
We can pause your monthly subscription so that you can easily resume it any time you like. Please reach out to Amenify Customer Support via email at customersupport@amenify.com or via text at 720-310-3754.
Can I skip a subscription appointment?
If you currently subscribe to a recurring plan, you may skip an appointment through the Amenify app. If you would like to skip an appointment but reschedule it for the next available Amenify Day at your community, please reach out to Amenify Customer Support via email at customersupport@amenify.com or via text at 720-310-3754.  Amenify does not provide credits or refunds for skipped subscription appointments.
How do I cancel a one-time service?
Due to the schedule of our single services, cancellation through our app is not available. If you must cancel an appointment, please reach out to Amenify Customer Support at least 1 business day before your appointment via email at customersupport@amenify.com or via text at 720-310-3754.

Cleaning

How do I prepare my unit for an Amenify clean?
  • Amenify cleaning pros need access to countertops and floors. Please put away personal belongings.
  • The cleaning crew will not enter rooms with closed doors. Please close all doors to rooms you do not wish to be cleaned.
  • Please ensure pets are safely secured. If left out, the crew may have to leave your unit before the clean is completed.
  • Please place trash and recycling in containers. The crew will not dispose of anything not already in a trash and/or recycling receptacle.
  • Please put dishes in the dishwasher so the sink is accessible.
What does an Amenify standard / subscription clean include?

Bedrooms & Common Areas

  • Vacuum, sweep, and mop floors and stairs
  • Dust accessible surfaces including window sills
  • Take out trash and recycling
  • Make the bed and change linens if left out on bed

Bathrooms

  • Wash, scrub, and sanitize the toilet, shower, tub, and sink
  • Clean countertops and mirrors
  • Take out trash
  • Mop floors

Kitchen

  • Clean countertops and sink
  • Wipe down exterior of stove, oven, microwave, and refrigerator
  • Mop floors
  • Take out trash and recycling
What does an Amenify deep clean include?

Bedrooms & Common Areas: 

  • Vacuum, sweep, and mop floors and stairs
  • Dust accessible surfaces, including window sills and blinds
  • Take out trash / recycling
  • Make the bed and change linens (if left out on bed)
  • Wipe baseboards
  • Clean doors and door frames
  • Interior of reachable windows

Bathrooms: 

  • Deep wash, scrub grout, and sanitize the toilet, shower, tub, and sink
  • Clean countertops and mirrors
  • Take out trash
  • Mop floors

Kitchen: 

  • Deep clean countertops, cabinets, backsplash, and sink
  • Load dishwasher (if dishes left in sink)
  • Wipe down interior and exterior of appliances (stove, oven, fridge, microwave)
  • Take out trash and recycling
What are Amenify add-ons and what do they include?

Add-ons are extra services that may be added to an upcoming standard clean for an additional fee. Add-ons can be selected while booking a standard clean, or can be added after you book if you’re within the cutoff time before your cleaning appointment.

Current cleaning add-ons include:

  • Cleaning inside of microwave
  • Load dishwasher
  • Washing pots & pans
  • Cleaning of baseboards
  • Cleaning interior glass on all reachable windows
  • Bathroom deep-clean
  • Kitchen deep-clean
  • Full home disinfect
  • Cleaning inside of oven
What are Amenify chores and what do they include?

Amenify chores are available to book on an individual basis and on a recurring basis.

Current chores include:

  • Take out trash
  • Take out recycling
  • Cleaning inside of microwave
  • Change sheets
  • Load dishwasher
  • Washing pots & pans
  • Cleaning interior glass on all reachable windows
  • Cleaning of baseboards
  • Cleaning the glass (Non-Windows)
  • Cleaning the floors
  • Full home disinfect
  • Bathroom deep-clean
  • Kitchen deep-clean
  • Cleaning inside of oven
What if I want to book a move-out clean?

Amenify no longer offers move-out cleans because requirements vary widely between properties. Please reach out to your community management team for requirements and recommendations for companies to use for this service. If you choose to book a deep or standard clean in lieu of a move out clean, Amenify nor the dedicated service providers are responsible for penalties during a resident’s move out inspection.

What days and times are Amenify cleans available?

Your community has a specific day of the week (M-F), called an Amenify Cleaning Day, on which Amenify services are available to be booked. By securing the cleaning teams’ time all day on this one day of the week, we produce added efficiency, and can offer you prices 50-60% below market rates!

Cleans must be booked at least four days in advance of the next upcoming Amenify Day. If an Amenify day is not available to select in the app, that means that all available services at your community have already been booked, or that you are past the booking deadline for that day.

To maintain these efficiencies, we currently do not offer specific time slots for cleans. All cleans take place during your community’s regular office hours. You can elect to receive a 30-minute heads up via call or text from the cleaning team prior to their arrival at your unit.

How long will my clean take?

Cleaning times vary based on size of your unit,  type of clean purchased, level of cleanliness upon arrival, and number of cleaners on site.

Food Delivery

What are your COVID-19 details regarding food delivery?
Safety is our number one priority. Please find a list of protocols followed during food prep and delivery below.
  • Enhanced kitchen sanitization protocols before food prep and between all steps
  • Temperatures taken by all staff, along with a mandatory questionnaire filled out daily before work
  • Masks and gloves worn by all kitchen staff
  • Masks worn by delivery drivers
  • Contactless delivery at your community
What food delivery services does Amenify offer?

Amenify currently offers lunch delivery at a select number of partner communities. In the near future, we will be rolling out lunch delivery service across additional partner communities, and will be expanding into additional services such as dinner delivery and local marketplace items. If these services are currently not available at your community, you should receive communication from your onsite management team or from Amenify when they launch.

Who creates the menus and prepares the food?

Amenify partners with top-rated professional chefs and caterers to come up with delicious menus that we hope you love! Each meal is hand-crafted by a professional chef.

How do I order and pay?

If food delivery service is available at your community, simply download the Amenify app for iOS or Android, create your account, and place your order within the app. All payment is processed through our secure billing system.

What days of the week can I order food delivery?

Food delivery is currently available M-F at select communities, and may become available on weekends in the near future.

How often are menus updated?

A different menu is available every day of the week. The menu for the upcoming week is published by end of day Friday the week before.

Can I order in advance?

Yes! You can place an order for any weekday of the current week in advance.

What is the time cutoff for ordering a meal the same day?

Orders must be submitted no later than 10:00am on the day of delivery.

Can I cancel my food order?

Orders must be canceled no later than 10:15am on the day of delivery.

When and where does my food get delivered?

Orders will be dropped off at the designated delivery location for your property between 11:30am-1:00pm. You will receive a message when the order has arrived.

How will I know when my meal arrives?

You will receive a text message when your meals arrives and is ready to be picked up at your property's designated delivery location.

Can I order multiple meals at once?

Yes! Feel free to order as many meals as you need within the Amenify app.

Can I customize my meal to add, remove, and substitute ingredients?

Currently, we do not support meal customizations. This efficiency helps keep your cost for top-quality, chef-created meals 20+% lower than market price for even higher quality ingredients and options! Customization options may be introduced in the near future.

Can I set up a recurring weekly meal delivery for specific days of the week?

This option is not currently available. We hope to introduce this in the near future. But you can still purchase as many meals as you want through the Amenify app!

Still have questions?

For all additional questions on our services, please contact us by email or text. The Amenify Customer Support Team responds within 24 hours, Monday through Friday, between 8:30 a.m. and 5:30 p.m. Mountain Standard Time. We look forward to hearing from you!

Email: customersupport@amenify.com
Text: (720) 310-3754

© 2018 Amenify Corporation. All Rights Reserved.