Resident FAQ

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

General

What is Amenify?

Amenify is a platform that simplifies your apartment living by delivering in-home services to your doorstep. Through the platform, you can book apartment cleaning, dog walking, personal training, and massage therapy, as well as gain access to discounted services in your community.

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

Amenify’s Concierge is available to all residents. You can call or text 877-824-5315, or email concierge@amenify.com with any and all questions!

What hours is your Concierge available?

Our Concierge can be reached Monday through Friday between 7:00am and 5:00pm Pacific Time.

How do I manage my bookings?

Under the “Bookings” tab in the upper right hand corner of your screen, you can change, edit or update your bookings. You can also reach out to our Concierge to help you reschedule, cancel, or add a new appointment.

What is the cancellation policy?

You may cancel a service up to 24 hours in advance. If your request to cancel is received less than 24 hours prior to the scheduled time of service, a fee may apply.

How do I cancel or deactivate my Amenify account?

Please email concierge@amenify.com with “Cancel” in the subject line to deactivate your account.

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

Payment

Can I leave a tip?

Tips are always welcome! Just come back into your Amenify account within 3 days after a service and you'll be prompted to leave a rating and a tip.

When will I be charged for a service?

The credit card linked to your account will be charged three business days after the service is completed for most services. For subscription services, you will be charged on the first of the month.

Where can I see and edit my current payment information?

Under your profile tab in the upper right-hand corner of your screen, you can find the “Payments” tab. There you can change, edit or update your payment information.

How do I see what I have been billed for?

Access the “Bookings” tab in the upper right-hand corner of your screen and click “Invoices” to view your invoice history. Here you will be able to see all transactions made under your account. Please note, you will be billed for a service three business days after the service is completed.

Cleaning

Do I need to be home for an apartment cleaning?

You do not need to be home for the apartment cleaning. If you have a front desk or leasing office, the cleaners will pick up your apartment key there. If your complex does not have a front desk, and you will not be home, please inform Amenify’s Concierge and we can work with you to set-up an access plan.

When can I expect the cleaning team to arrive?

When you book a cleaning, you are booking a window of time that the service will be completed within. Our cleaners cannot guarantee exact arrival times, but they will perform the clean within the window you selected.

What does a regular cleaning include?

A regular cleaning includes cleaning and dusting all accessible surfaces and floors throughout the home. The cleaners also vacuum the couch, clean the microwave, coffee pot, and stovetop, and load the dishwasher/wash the dishes. In the bathroom, they clean the sink, shower/tub, toilet, floors, and mirror.

Do you do deep cleans or move out cleanings?

Yes! Please contact concierge (concierge@amenify.com) to set up a deep clean or move out cleaning.

What does a deep cleaning include versus a regular cleaning?

A deep cleaning can be requested for an additional fee. This type of cleaning includes everything a regular cleaning includes, as well as the team cleaning your windows, oven, and fridge.

Pet Care

How does your dog walking service work?

We offer group dog walks for your furry friend. Choose between a group potty break (up to 30 minutes) or group adventure outing (approximately 1 hour) either 3 or 5 times per week. This allows us to provide consistency by making sure your dog walks with the same person every time. They’ll also get familiar with the dogs they walk with and form positive social habits and dog friends!

When do I get billed for dog walking?

Monthly. You will be billed on the first of every month.

How do I cancel my dog walking subscription?

We need two weeks' notice if you are canceling your dog walk subscription. We reserve the right to charge the full months' subscription for less notice.

Can I cancel individual walks?

Yes you can cancel individual walks but there will not be a partial refund for that walk. We really want to encourage consistent walks for each dog so that their schedule is not disturbed. If you know you will be taking them on an extended trip, we would certainly be willing to work with you. Please contact concierge@amenify.com and let us know what you need!

Fitness

Can I meet with the personal trainer before I commit?

Yes, we actually require a consultation with our trainers before we can set you up with sessions. Our trainers need to make sure you are a good candidate for personal training, and that can accommodate any requests you may have.

Where do I meet my personal trainer for the consultation?

Your consultation can take place at the gym in your apartment complex or in your apartment lobby. Location is decided upon by you and the trainer.

Where will my training take place?

Location of training is decided upon between you and your trainer. Generally, training takes place at the apartment complex gym, or outside with equipment the trainer brings.

Massage therapy

Can I pick the gender of my massage therapist?

In most of our markets, we have both male and female massage therapists. You can request one gender over the other, and if we can’t accommodate the request, we will communicate this detail with you prior to the appointment.

Where will they meet me?

They come to you! Our massage therapists bring everything with them to complete the massage in your home.

Still have questions?

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