Frequently Asked Questions – Get Your Answer About Our House Cleaning Services In Calgary
Many of our new customers have similar questions. For your convenience, we have answered most of them below. However, if you have a more specific question, please call our office Monday through Friday from 8 AM to 4:30 PM, or leave a message with our 24-hour answering service and we will contact you as quickly as possible.
Do I have to do anything before the cleaning team arrives?
In order for the house cleaners to do the best job, we ask that you pick up clothing, toys and other household items. We will not know where your personal items belong and we prefer that we do not go into your closets or drawers to put things away.
Are you insured and bonded?
Absolutely. The safety of your home and your possessions is our top priority. We are fully insured and bonded, and we’ll be happy to provide a copy of our certificate of insurance at your request.
Do I have to sign a long-term contract?
No. You can cancel any time you wish. The only thing we ask is, if you must cancel a regularly scheduled appointment, that you do it at least 24 hours in advance by phone or 48 hours by e-mail. Our house cleaners are paid for each home they clean – a cancellation without enough notice to reschedule another appointment directly affects the cleaners’ income.
To cancel an appointment on Monday, please call by noon the Friday before.
When and how do I pay for service?
We ask our clients to pay for service at the time of service. You may simply leave cash or cheque on a kitchen counter or send us an e-transfer.
What if I’m not satisfied?
We guarantee our work—100 percent. If you aren’t satisfied, call us within 24 hours. We’ll come back and fix what’s wrong, always at our expense.
What day and time will you show up to clean?
All cleaning assignments are performed within 7:30am – 5:00pm time frame.
If you’re a weekly or bi-weekly client, you can expect us to come on the same day every week or every other week. But please understand that it is often difficult for us to set a specific time of arrival. Other clients may have asked us for additional services or their homes may require more time than usual. That said, if we’ve promised to come to your home on Thursday, you can expect us to show up at some time on Thursday. If you wish for your convenience we can provide estimated time of our arrival a day before each service.
Do you work on Saturday or Sunday?
No. We’ve learned our clients like to enjoy their homes on weekends, and our employees need weekends to rest and recharge their batteries after all the hard work they’ve done during the week.
We have pets. Is this a problem?
Of course not. We love pets, and we’ll treat yours like our own. Your special instructions will be noted on our work orders so your cleaning crew will know your wishes with regard to your pets. Please, though, if you have guard dogs, make sure they are secured before we visit.
Please also make sure you pick up after your pets.
Do I have to be home during service?
No. Most of our customers are not at home when we come to clean. You need to make sure your home is accessible to our cleaning team though. Since our staff is carefully screened, insured and bonded many of our clients provide us with the keys to their homes. We will make personal and confidential arrangements with you on how to gain access to your home.
Is my key safe?
Your key will never have your name and address attached to it. All our clients’ keys are specially coded and kept in a secure place.
Will I always have the same team clean my home?
Yes you will when you choose us on a weekly or bi-weekly basis. We will assign the same team to clean your home, and we’ll make every effort to send the same team every time. But on the rare occasions when we have to send a different individual or team, rest assured they’ll deliver the same excellent service you’ve come to expect. They’ll have undergone the same training, and they’ll be armed with your personalized cleaning profile from our database.
What if I have to cancel or re-schedule my service?
Give us at least 24 hours’ notice by phone and 48 hours’ notice by e-mail of your change in plans, and we’ll promptly reschedule or cancel your service. We do appreciate as much notice as possible. Our employees count on the income a full schedule gives them. And the more time we have to work with, the greater the chance we have to accommodate your rescheduling requests.
To cancel Monday appointment, please call by noon the Friday before.
What if my cleaning is scheduled on a holiday?
We will contact you to reschedule your appointment.
What if I need some extra tasks or services?
We’re anxious to please you. We can help you with range of projects such as polishing silver, unpacking and such. Just call us in advance to make your special requests. Ovens? Yes. Refrigerators? Yes. Sorry though. We can’t do your laundry or your ironing.
What about tipping?
Our crews don‘t expect you to tip them. But they really do appreciate your tips for jobs well done.
Do you provide cleaning supplies and equipment?
Yes. Our maids come prepared with all the necessary cleaning supplies and equipment. We only use family and pet friendly cleaning supplies to ensure safety for all.
