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Frequently Asked Questions
How do I book a cleaning?
Scheduling a cleaning is easy! Fill out our online form so we can understand your cleaning needs. We will contact you within 24 hours to get the ball rolling. You can also email us at email@example.com or call us directly at 613-328-1170.
What if I need to change or cancel an appointment?
If you are going on vacation or something has come up, as things inevitably do, we require a notification of a cancellation 48 hours before the scheduled appointment. Please note that cancellations within 48-24 hours of a scheduled cleaning will result in a 50% charge of the rate of cleaning for the cancellation fee. Anything canceled less than 24 hours will result in a 100% charge of the rate of cleaning for the cancellation fee. This is to cover any costs for loss in shifts for employees who have made personal arrangements to come to work.
Can you clean while I am home?
Yes, of course! It is your home and you can certainly be present while it is being cleaned. However, our cleaners are on a tight schedule. Please allow them the required space to complete the cleaning properly and in a timely fashion.
How do I pay for your services?
Payments are due upon completion of cleaning services (same day) and are paid by credit card provided by you. This card number is kept in confidence of the owner and one company manager in order to process the invoice payments. These are kept locked in your client file, in the locked office.
What if my cleaning schedule aligns with a holiday?
If your scheduled day falls on a holiday, we will reschedule for the next possible day. We always reach out prior to the holiday in order to find out what works best for you; incase the next day is not the best.
What if something gets damaged or broken while cleaning?
Not to worry. We take great care when in your home, but accidents can happen. We will be happy to have the item repaired or replaced if necessary. We are fully insured.
I leave my pets at home during the day. Is that ok?
Absolutely. We are pet people and our staff is required to be comfortable with domestic pets as well. However, if your pet is known to cause problems or is aggressive in protecting your home, we will discuss a mutually beneficial arrangement to maintain the safety of our cleaners and not to upset your furry friends while they do their job to protect.
Do you guarantee your work?
Absolutely. We have a 100% satisfaction guaranteed policy. Our goal is to give you the best cleaning possible each time. If something is not done to your satisfaction, call us within 24 hours and we will correct it for free, or give you a credit on your next clean.
How often can you clean my home?
As often as you like! Our appointments can be twice a week, weekly, bi-weekly, monthly or according to a schedule you request. The most popular cleaning frequencies are weekly or bi-weekly cleaning appointments.
Do you clean blood, mold or human/animal feces?
Unfortunately we do not have the means to clean bio-hazardous waste. We take the safety and health of our staff seriously. If our cleaners are to come across any of the listed waste, you will be notified immediately. If any bio-hazardous waste is knowingly present before our arrival, it is your responsibility to have it removed or that area of your home will not be cleaned.
How do you gain access into my home?
There are a few different options on how we can gain access into your home. Please note that it is up to the discretion of you, the client, on how you would like us to enter your home. We encourage all clients to choose a method that they are most comfortable with. This includes a garage or door code, a hidden key, a spare key to hold on to for the duration of our services. The keys are kept in a locked area and only accessed while the management are present in our office.
What's the difference between a house cleaner and a housekeeper/maid?
A housekeeping service includes cleaning the house to an extent but its main focus is on other non-cleaning tasks such as doing the laundry, folding and ironing, running errands for the client, putting laundry away, washing dishes, putting the children's toys away, and walking the dogs. These are just a few of the tasks that a housekeeping service would perform. Even from this small example, one can see that these tasks would be extremely time consuming and cost more if included into a regular house cleaning service. If these tasks are what you require, then look into our personal assistant program.
A house cleaning service focuses strictly on cleaning. They are usually working on a fixed schedule. They have to clean fast and efficiently. They usually bring all of the cleaning supplies unless the client prefers that they use theirs. Although a housekeeping service will wipe surfaces down, a housecleaning service will mop, scrub, and vacuum every surface in the house as best as humanly possible. It is not typically the responsibility of a house cleaner to pick up after a client, such as put clothing in hampers, organize personal belongings, or put dishes in a sink or dishwasher. It is strongly suggested that these things be taken care of before the scheduled arrival of a house cleaning service.
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