Just the FAQs
What types of service do you offer?
We clean home and office spaces. Our standard service is as complete as one can imagine without disrupting the client’s life. We do not upsell, offer add-ons, or have premium service levels because they are included by default, but at standard prices.
What are your hours?
Our office is open from 8am to 6pm Mon-Fri, and closed on weekends. We try to maintain a healthy work-life balance for our employees, so they are not required to work extended hours or weekends, though they may choose to. If weekends or evenings are your only option, we will offer it to our staff. There likely will be someone willing to commit to a time outside of our normal scheduling hours.
Do you require a booking deposit?
Yes. All of our clients are required to have a credit card on file and pay a 50% deposit for the first booking. This will be put towards your first invoice.
Why does the Initial Clean cost more?
Quite simply, initial service visits take longer and/or require more staff. We will be preparing to help you get the most from our service by bringing your home up to maintenance standards. We will also need to familiarize ourselves with the layout of your home and what areas might need more or less attention. This will make future visits more efficient so we can continue offering affordable rates.
Do you bring your own cleaning supplies?
Yes, with one exception; a toilet brush. Aside from that, our teams carry everything they need to perform a top-quality clean of your space using premium eco-friendly products. Toilets are cleaned inside and out but you are responsible for providing a brush for each toilet, or at least for each floor.
Do you send one person or teams of 2 or more?
For the initial clean, deep cleaning, and move-in / move-out services we usually send teams of 2 people or more. Larger jobs may have additional staff assigned as needed. Typical recurring service visits are completed by a single person, however, we will send additional cleaners to your home to help out whenever possible.
What if something gets damaged?
We treat each home with great care. However, sometimes accidents happen. If we damage or break anything while cleaning, we will repair or replace the item at no charge to you. Please contact us within 48 hours in the event of a mishap, and our management team will work out the details of reimbursement with you.
Note: Some items are priceless and irreplaceable. We ask that you please put these items away before our visit, or leave instructions to steer clear of them to avoid accidental breakage or damage.
Do I need to prepare anything prior to your visit?
We ask that if there are toys, clothes, excessive papers, dishes, or refuse on floors and other surfaces, that you declutter or tidy before we arrive. Clutter can slow us down quite a bit. We can certainly do it for you, but it will add time and more money to your invoice. Our staff needs room to navigate and access certain facilities in your home to complete their job. For example, the kitchen sink is a vital resource since we can’t bring one with us. If it’s full of dishes, the assumption will be that you’d like to pay us to wash them.
We just renovated. Is construction debris a problem?
Post-construction cleanup is a service we offer for new builds, renovations, and demolitions. These often require additional resources, though, and there are limits to the type of environment we can send our employees into. Please contact us to request a quote on these situations.
Can I leave specific instructions about things I'm particular about?
Absolutely! Every home is different. If you have a certain way you like things done, please let us know.
I'm embarrased. You won't tell anyone my home is dirty, will you?
We clean, we don’t judge. We get that people are busy, spaces are well used, kids are expert mess makers, and pets are….pets. We’ve seen it all and quite frankly, we don’t care. The state of your home does not reflect on you as a person. There are so many circumstances that contribute to how a home is maintained, it just doesn’t matter to us. And no, we won’t tell anyone. But you can sure invite people over when we’re done!
Do you require an annual contract?
We certainly do not. We only require 30 days notice of cancellation. No hard feelings, we’ll come running back if you ask.
Do you have quality control measures?
Yes, we do. Our quality control manager will accompany your team on the first visit, and periodically after that. Occasionally dropping in near job completion to assess the cleaner’s performance and consistency. We will also follow up with you to see if there are any concerns.
Quoting & Billing
Is a walk-though really necessary?
We love meeting new people, and a walk-through gives us a chance to see how we can help them best. But is it a necessity? Probably not. Our online request form is usually all we need in order to present you with an accurate quote. If you prefer an on-site walkthrough or a phone interview, please let us know. Certain circumstances may trigger a request for more information on our end. In that case, we’ll let you know.
What payment options are available?
We accept all major credit cards, Interac e-Transfer, and cash. We do, however, require a credit card for initial bookings regardless of the payment method you choose.
What if I need to cancel a scheduled visit?
Please notify us as soon as possible if your scheduled service cannot proceed as planned. If we receive notice less than 48 hours before the scheduled visit, our cancellation fees may be applied. The full details can be found in our Service Policies.
If I'm not satisfied, what are you going to do about it?
Simple, if it’s not right we’ll make it right. If we missed something, call us within 24 hours and we’ll send someone back within 7 days to re-clean that area.