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Just the FAQs

General

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. New clients can expect a thorough deep cleaning on the first visit. Subsequent recurring visits maintain that high level of cleanliness.

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. 

What are your rates?

Our rates are hourly based. This is the fairest model for all parties. No special add-on pricing for cleaning the blinds, or scrubbing baseboards, etc. For quoting purposes we calculate time based on experience, math, and a few assumptions. If we’re off the mark we will charge less automatically, or more only after consulting with you.

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. 

I didn't ask for a deep clean, why is that on the quote?

When quoting recurring services for first-time customers, we always prefer to prepare the property with a deep clean. Recurring service schedules are meant for maintaining a level of cleanliness. It makes sense to get the property as clean as possible before that maintenance begins. If you try to maintain “clean” in a home that hasn’t been brought up to a certain standard, it’s a losing battle – and one in which you will not get the best value for your money. If the deep clean cost is too much to handle all at once, it can be split over multiple visits which align with your preferred schedule. We’re happy to work with any budget to manage costs. 

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 deep cleaning and move-in / move-out services we send a team of at least 2 people. 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. We call this the Magic Wand service, as it lessens the overall completion time with no additional charge.

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 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!

Commercial

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 & Billing

Is a walkthough really necessary?

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. 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 less than 24 hours before the scheduled visit, our cancellation charge of $50 may be applied. 

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 within 7 days 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 (587) 714-2858