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 in case of unforeseen circumstances.

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, and we typically do not handle strong chemicals.

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 we may need to reschedule your service.

How do I make changes to my booking?

Stuff is going to happen. At one point or another -- for whatever reason, one of us is going to need to reschedule a cleaning. Communication is key. Call, text or email as soon as you know there is a conflict and we’ll do our best to reschedule your cleaning at the next earliest convenience. We will do the same! You also can review upcoming appointments, add tips and cancel your bookings when you login to the online 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 100% satisfaction guarantee, and aim to provide a re-clean ASAP from the initial service for any missed/unsatisfactory areas.

Will I get the same cleaner each service?

We strive to assign you a regular technician for your cleaning needs. However, circumstances such as public holidays, illnesses, emergencies, or personal travel may occasionally affect your usual cleaner’s availability. In most cases, we’ll work to reschedule your appointment with your regular technician. If they’re unavailable, we’ll ensure a trusted and experienced substitute is sent to provide the same high-quality service you expect.

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?

Service are paid at the time of purchase or after a team member has reviewed and ensured your quote. All subscription services may be cancelled for the following month upon termination of your monthly bill.

Do you work on the weekend?

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

Does your company do any exterior work?

The outside of doors are included in our Deep Cleaning Package. Otherwise, unfortunately no, we only focus on interior work.

How much does a cleaner cost?

We offer exceptional cleaning at reasonable prices! Our rates are listed on our booking page at checkout.

How do I pay for my service?

For all bookings we require a credit/debit card to secure the booking and pay for the service.

How does tipping work?

Tipping isn’t required, but it’s always appreciated! While our cleaners never expect tips, it’s a kind gesture to leave one if you feel your cleaner did an exceptional job or want to show extra appreciation.

What’s the typical amount for tipping?

The amount varies, but $10–$40 per cleaner is a common range. Ultimately, it’s up to you to decide based on your satisfaction with the service.

Do I need to tidy up before my cleaning?

For Maintenance Cleaning, we kindly ask that areas be tidied before we arrive to ensure we can thoroughly clean your floors and surfaces. Need help? Consider booking our Mommy's Helper/Daily Chores package which includes help with tidying, folding laundry, and more.

What about dishes in the sink?

If dishes are left out or in the sink, we won’t be able to clean the sink and countertops. Please note, a $50 fee will be applied if we need to clear unexpected dishes on the day of service.

What happens in the event of a lockout?

If your cleaner is unable to access your home, we’ll make every effort to contact you and resolve the issue. We will text, call, and your cleaner will wait up to 30 minutes from the scheduled start time before moving on to their next appointment. To avoid unexpected surprises, consider using a hide-a-key or providing touch-pad access for your cleaner.

What makes your Deep Cleaning Package unique?

Our Deep Cleaning Package (DCP) tackles quarterly chores that don’t need frequent attention, like cleaning ceiling fan blades, wet-wiping baseboards, and more. Pair it with our Maintenance Cleaning Package for a full refresh and to keep every corner of your home looking its best!