Frequently asked questions
Booking, pricing, our cleaners and our guarantee. Can't find it? Ask us directly.
Never hired a cleaner before? Read our guide to the 7 questions to ask any cleaning service before you book.
Booking
How far in advance should I book?
Two to three days is usually enough, and we often have same-week slots. Weekends and month-end move-out dates fill fastest — book those about a week ahead.
Can I reschedule or cancel?
Yes, free of charge up to 24 hours before your appointment using the link in your confirmation email. Inside 24 hours a $50 late-cancellation fee applies, because the slot is already staffed.
Do you clean on weekends?
We clean Monday to Saturday, 8am to 7pm. Sunday jobs can be arranged for recurring clients and commercial contracts.
My job isn't on the booking form. What now?
Use Get Your Quote. Commercial spaces, very large homes, post-construction cleans and multi-property contracts are quoted by hand, usually within the hour.
Pricing
Why are you not the cheapest quote I'll get?
Because our cleaners are background checked, insured and paid properly, and because we schedule enough time to finish the checklist. Cheaper quotes usually mean rushed visits, no insurance, or a different stranger each time.
Are there hidden fees?
No. No travel fees, no supply charges, no weekend surcharge. The total shown at booking is what you pay, plus HST.
Do you offer a discount for recurring cleans?
Weekly saves 20%, biweekly 15% and monthly 10%. The discount is applied automatically at booking and there's no contract — pause or cancel any time.
Do I tip?
Never expected. Our cleaners are paid a living wage. If you'd like to, there's an optional tip field at checkout and it goes entirely to your cleaner.
Our cleaners
Are your cleaners background checked?
Every one, before their first job. They're employees rather than contractors, trained on our checklist and identifiable by uniform and ID.
Are you insured?
Yes — $2M general liability coverage on every job. Certificates are available on request, and we're happy to send them to condo boards or property managers.
Will I get the same cleaner each time?
Recurring clients are assigned a regular cleaner or team. If they're away we send someone briefed on your notes and preferences.
On the day
Do I need to be home?
No. Most clients give entry instructions at booking — a lockbox code, a concierge, or a key we hold securely. You get a text when we arrive and when we finish.
Do you bring supplies and equipment?
Everything, including HEPA vacuums and products safe around children and pets. If you'd rather we used your own products, just note it at booking.
What about pets?
Pets are welcome to stay home. Let us know at booking so your cleaner arrives prepared, and tell us if any doors need to stay shut.
Should I tidy before you arrive?
Only if you want surfaces cleared. Clearing counters and floors of clutter lets your cleaner spend the time on actual cleaning, but it's not required.
Guarantee & safety
What if I'm not happy with the clean?
Message us within 24 hours and we return to re-clean the areas you're unhappy with, free. No arguing, no invoice.
What if something gets damaged?
Accidents are rare, but they're covered by our liability insurance. Tell us as soon as you notice and we'll repair, replace or claim — whichever you prefer.
How is my payment handled?
Securely through Stripe. Your card is authorised at booking and charged after the clean. We never see or store your card number.