What to expect when you book a clean with us

Our practices and policies

We publish only what we can stand behind. If a detail is not covered here, you can always ask us directly.

• Insurance and coverage

  We are insured. Proof of coverage is available on request.

• If something is not right

  If something was missed or you have a concern, contact us promptly by phone, text or email. We will review what happened and work with you toward a reasonable resolution.

• Products and equipment

  We provide standard cleaning products, cloths, a mop and the normal supplies and equipment needed for your booked clean. Supplies are included; you do not need to provide standard cleaning products.

  Cleaners bring a vacuum unless otherwise arranged. If you prefer your own vacuum or equipment, request this when booking.

  You may request specific products or provide your own preferred product. Tell us when booking so we can discuss suitable arrangements for your surfaces and cleaning list.

  Tell us about sensitivities, allergies, pets, children and any surface-specific requirements when booking so we can discuss appropriate arrangements.

• Pets

  Tell us about your pets and any instructions before the visit. Secure pets if they may interfere with cleaning or access, including at entrances.

  If a pet is anxious around strangers or vacuums, it usually helps to keep them in one closed room; tell us which room to leave alone.

  We clean pet hair within the booked scope. Biohazard cleaning is excluded.

• Getting into your home

  You do not need to be home if secure access is arranged in advance, such as a key, code, lockbox or concierge. Access information is used only to provide your booked service. Tell us if instructions change.

  For apartments, let us know about visitor parking, loading bays and elevator bookings so the visit is not held up.

• Payment

  We accept cash or e-transfer, due when the clean is finished. We confirm the expected hours and total before booking and discuss any change in scope or expected time with you before continuing.

• Booking and cleaning time

  Book as early as possible, especially for move-out cleaning or a date-sensitive visit. Availability varies; we confirm your date before booking and cannot promise a fixed lead time or same-day availability.

  With a time limit, we work through your priorities from highest to lowest and complete as much as reasonably possible within the booked labour time. Completion of your entire list or home is not guaranteed within a time cap.

  Share your desired cleaning scope. We estimate the labour and time, then confirm the expected hours and expected price before booking. Actual time may differ if the home's condition or scope differs from what was described; we discuss changes with you before continuing.

• Preparation and special-care items

  You do not need to clean first. Clearing personal clutter from surfaces and floors helps your cleaning time go further. Secure valuables, fragile items and pets as appropriate, and tell us about anything off-limits.

  Identify fragile, sentimental or special-care items before the visit. Please secure valuables and anything you would prefer us not to touch. We do not handle items that appear unsafe or unusually fragile without your direction.

  We may move light, easily movable items when it is safe. We do not move heavy furniture, appliances or anything that could risk injury or damage to your property.

• Changes and cancellations

  Please call, text or email as early as possible to cancel or reschedule. With at least 24 hours' notice, you can change or cancel at no charge. With less notice, or if we cannot access your home, we may charge for the first two hours of the booked time. We confirm any applicable charge with you before it applies. A new date depends on availability.

  If illness, weather or an emergency affects your visit, we contact you as early as possible to discuss rescheduling, subject to availability.

More detail is in our frequently asked questions, our room-by-room cleaning checklist and our terms and conditions.