Just the FAQs

General

What types of service do you offer?

Our standard cleaning services are for residential and office spaces. Depending on current availability, we may be able to take on larger jobs that require more team members. Call or email if you have any special requirements, we’ll do our best to accommodate your needs.

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 ask if a team wants to commit to a time outside of our normal scheduling hours. 

What are your rates?

Our rates are based on a flat fee for basic service, plus room number and type, plus modifiers for large areas (over 2000 sqft.). Additionally, we offer optional add-ons which are all fixed rates. 

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. 

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 the brush

Do you send one person or teams of 2 or more?

We only send teams of 2 people to complete a job. Larger jobs may require more teams. Teams are more efficient than a single cleaner, which results in lower labour costs and savings for our clients. Cross-training and task rotation lessens employee burnout and repetitive strain injuries. There are also risks with working alone, which are mitigated by having more than one person on a job.

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. 

Residential

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, which increases the amount we charge. 

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. 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! 

Commercial

Is it better to clean during business hours, or off hours?

For commercial spaces, we have teams available day and night. It’s really dependant on your preference. To minimize disruption to your business, it may be more suitable to clean before or after hours. In which case, we would need access instructions and arrangements with building management.

Do you require an annual contract?

We certainly do not. We only require 14 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 and Billing

Is a walkthough really necessary?

We trust you know your home. Our online request form is designed to get all the information we need to present you with an accurate quote. If you prefer an on-site walkthrough or a phone interview, please let us 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. We prefer contactless payment during the pandemic.

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 within 72 hours (3 days) of the scheduled visit, there will be no charge for cancellations. For cancellation fees that we charge within 72 hours of the scheduled visit, please see our Service Policies

Our Guarantee

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 to re-clean that area.

Still need help? Send us a note!

For any other questions, please write to us at info@speciallymaid.com

or call us on (587) 880-2858