Below is a list of the most frequently asked questions.

What are the prices?

For full house cleanings, we typically have a flat rate price and you can see the estimated prices on the booking form without booking.

You do not have to add your personal information. Simply select your home size and extras. Then you will be given a suggested price at the bottom of the form.

What is a Deep Clean?

A deep clean is for customers who haven’t had their home professionally cleaned in more than a month or for homes in a bad condition. This allows your cleaners additional time to thoroughly clean your home.

It will typically include additional things not included in a standard cleaning.

What’s included in a flat-rate services?

All flat-rate cleans are usually calculated based on the number of bedrooms and bathrooms you have in your home. Additionally, all living areas, dining, and kitchen areas will be sparkling clean too!

(Any additional rooms such as studies, theatres, home offices are considered as bedrooms.)

Deep Cleanings and/or Move In/Out Cleanings will usually give you more cleaning hours for your cleaners to stay longer to do a more detailed cleaning. It will include things that are not normally included in a standard cleaning.

Any 'extra' not selected on the form is NOT included in your cleaning.

How and when do I pay for my cleaning services?

The acceptable form of payment is Credit Card.

A valid credit card is required to be on file at the time of booking. A hold will be placed on this card as your cleaning day approaches. The credit card will be charged after the cleaning is completed.

Hoarding & Hazardous Condition Policy

The cleaners can usually do hoarding cleanings but the cleaners usually require them to be booked as an hourly service. The hourly rate is subject to change depending on the condition of the home.

If your property is deemed a hazardous cleaning situation that goes over and above a normal cleaning environment, your referred cleaners have the right to walk away. Such a service will be considered 'cancelled' and our normal cancellation policy will apply.

The cleaners do not clean poop, blood, or other biohazardous material.

Do the cleaners bring the cleaning supplies?

Yes, your cleaners can bring all supplies that are needed. If you want your cleaners to use your products then please make a note of that in your booking.

How many cleaners will come?

It depends on the size of the cleaning. We can refer crews of between 1 - 6 cleaners to your cleaning.

If you book an hourly service then you have the choice of selecting the number of cleaners. Remember, the minimum 3 hours always applies, and the price is always per hour per each cleaner.

Do the cleaners do laundry or the dishes?

Yes, we can refer cleaners who can do both laundry, dishes, and even more.

Can the cleaners use eco friendly green cleaning supplies?

Absolutely, we can refer cleaners who can use eco friendly green cleaning supplies. Or if you prefer, they can use yours as well. Just let us know in the notes when you are booking.

Will I have the same cleaner each visit?

Yes. We will refer the same cleaner for each visit. We know how important it is to have someone you know and trust cleaning your home.

Do I need to be home the day of cleaning?

Some clients prefer scheduling cleaning appointments while they are at work or away for the day, while others like to be at home during the process. This is up to you.

If you won't be there, your cleaners just need a way to get in and they promise they will treat your home like their own. They can lock up and/or leave the key wherever you like.

Can I skip or reschedule an appointment?

Sure, you will receive a confirmation email when you book, and within that email, there will be a link where you can change your booking at any time.

How will the cleaners enter my home on my scheduled days of cleaning?

That is up to you, whatever you feel most comfortable with. 1. You can leave a key under the door mat on the day of cleaning. 2. You can give send the code to the garage. 3. You can leave the door unlocked the day of cleaning.

Do the cleaners clean inside windows and outside (exterior) windows?

Your cleaners can only clean inside windows. They typically can NOT clean outside (exterior) windows.

Do the cleaners clean the Ceiling, Ceiling Fans, Chandeliers or other high areas with a ladder?

Unfortunately, the cleaners do not bring a ladder and they may not go up on a ladder even if you provide one due to liability.

They can usually go on a small step stool (2-3 steps only) to clean slightly higher but you must provide the step stool.

Please mention in the special instructions if you will provide a step stool.

If the area you need cleaned is not reachable by hand from a small step stool then they may not clean it.

Do the cleaners clean outside my house such as backyard?

Normally your cleaners do not clean outside your house and it is not included in a standard cleaning package, or deep cleaning package or move in out cleaning package or post construction cleaning package.

However, depending on the situation and what exactly you need done, they might be able to clean the backyard for an additional fee. Please call us first and confirm your details before booking.

Do the cleaners clean behind appliances like Fridge & Oven or behind heavy furniture?

Yes your cleaners can typically do that but you must move all the furniture or appliances before they come. The cleaners typically do not do any heavy lifting and they can not usually move any furniture or appliances due to liability.

Does my home need electricity or water for the cleaning?

Yes, your home must have electricity and running water for your cleaners to work properly. If your cleaners arrive and your electricity or water is shut off, the cleaning will be considered cancelled and our normal cancellation policy will apply. If you still require the cleaners to clean without electricity or running water then it is up to the cleaners discretion to leave or stay, and in that case you take full responsibility that the cleaning may not be perfect at the end and there will be no refunds, discounts, re-cleans, or any other compensation under any circumstance.

What is your cancellation policy?

You can cancel or reschedule for free up to 24 hours before your appointment. Cancellations or reschedules within 24 hours of your appointment are subject to a $50 charge.

If you cancel after the cleaners have already arrived then the appointment is subject to full charge of the original price to compensate the cleaners for holding your booking in their schedule.

For same day or next day bookings you can cancel or reschedule for free within 2 hours after you make your booking.

What if I am not satisfied with my cleaning?

Your complete satisfaction is very important.

  1. We request all customers to ask your cleaners for an initial and final walkthrough. At that point you can mention to your cleaners if you are not satisfied with anything and they can fix it at that moment before they leave. After a walkthrough, no reclean may be provided by your cleaners so please personally ensure you are fully satisfied.**
  2. If a walkthrough has been excused for any reason, the agency will not provide any further refund or ask the cleaners if they can re-clean.*
  3. Our agency must be contacted within 48 hours of a cleaning regarding any and all complaints. After 48 hours from the cleaning date, no complaints will be accepted and any additional services will be charged at full price.

Unfortunately no agency fees will be refunded after a cleaning.

*We understand sometimes a walkthrough is not able to be done due to extenuating circumstances therefore for such situations:

You must always contact us within 48 hours of the cleaning. On a case-by-case basis, it is up to your cleaners' discretion to make an exception and provide a reclean. In that case, the same cleaners can decide to come back to re-clean areas of concern within a reasonable date of the original booking at their next availability. Please note, it is your responsibility to be available to do a re-clean if necessary.

**If the home is very dirty and your cleaning requires a higher price (or more time) than originally estimated but you do not approve, then your cleaners will do their best but they will not come back for free under any circumstance.