FAQ

When will my cleaner arrive?

After your booking has been confirmed you will receive a confirmation email. This email will contain a summary of your booking, including a line that shows the date and time of arrival. This will indicate when you should expect the cleaner. Please note there will be an arrival window, and the technician(s) will arrive between these times and then start cleaning.

What will my cleaner bring to the service?

All of our cleaners come fully equipped with their own non-toxic cleaning equipment and supplies. Let us know if you would like a particular product or equipment used in your home and we may be able to accommodate, but please note that we are not liable for any damage caused by products that our not our own.

What if I don’t have parking available for the cleaners?

We require parking to be provided for our cleaning teams. If you live in the city or in an area where parking is difficult, please make sure to either contact us and let us know if we can use a private car parking spot or advise if there is public parking available. Any parking costs incurred will be billed on top of the service. If the parking provided is further than 300 feet from your property then additional charges may apply. Please also note that if no parking is provided and no public parking space can be found (we generally will look for up to 20 minutes) then a cancellation fee will be incurred.

How do I make changes to my booking?

You can book appointments, add tips and cancel your bookings when you login to portal.

What if I am not happy with my service?

We appreciate all feedback we get, whether it’s positive or negative. If you are not satisfied with your service, please email our office with details regarding what might have been an issue and include all relevant photos. We will then proceed with our 200% satisfaction guarantee, and aim to provide a re-clean within 2-4 days of the initial service for any missed/unsatisfactory areas and/or look at an appropriate discount if required. Please note that re-cleans are only for Flat Rate service only since we cannot guarantee deep cleaning within a certain timeframe due to varying conditions of the homes. We do not re-clean homes that still require more deep cleaning since the result has not been achieved yet.

Will I get the same cleaner each service?

We will match you with Personal Team of technicians who will continue your service ongoing, however there are occasions such as public holidays, illnesses, emergencies and travel/holidays that may impact your usual cleaners being sent to your property. We always try our very best to give you plenty of notice of any changes made to your service, but unfortunately, there are things that are out of our control that may impact your service on the day booked.

Is window cleaning interior and exterior?

Unfortunately no, we only complete interior window cleaning, not exterior.

Do you clean under furniture?

We will move and clean under small objects and light furniture. We will also vacuum/mop under heavy furniture (like beds and couches) however we will strictly not move heavy furniture. This is due to the high risk of scratching floors. We are happy if customers would like to move furniture for us, but we will not instruct the cleaning teams to do so themselves.

What is your Fair Clean Policy?

Our flat rate service is results-based however we still follow guidelines for how long an appointment should take. We let our teams work harder and faster if they are able to. On the rare occasion that our estimates are incorrect, our Fair Clean policy comes into effect and we will clean for up to 1 hour longer.

Do you use eco-friendly And Green products?

YES! We use only natural and green cleaning solutions while maintaining high sanitation standards.

We have pets. is that okay?

Of course! We love animals! We just ask that you crate animals or move them into another room if they are energetic.

Do I have to be home during the service?

This is entirely up to you – you can be there for the service, let the cleaner in and leave, or even not be there at all. You are more than welcome to provide access to your cleaners by way of a key/lockbox. Please note that in general our cleaners work most efficiently when the house is empty of people and pets.

How can I cancel my service?

You can cancel your service at any given time, either online or over the phone. We have no lock-in contracts that you need to worry about. Please note: all cancellations must be made 2 business days before the service is to take place. If a cancellation is made within 1 business day, you may incur a fee which covers the cleaner’s loss of wages. Please note that if we can cover the cleaner’s time through re-allocating work. We can sometimes waive this fee, but on occasion the fee must be charged.

Do you work on the weekend?

We are open Monday - Friday and closed on the weekends.

Does your company do any exterior work?

Unfortunately no, we only focus on interior work.

How much does a cleaner cost?

We offer exceptional cleaning at reasonable prices! Our Flat Rates are listed on our front page.

How do I pay for my service?

For all bookings we require a credit/debit card to secure the booking. We will not be able to complete your booking without a card on file. Please rest assured we will not charge your card until after the service is complete and we have made attempts to contact you to see how the service went.