FAQ

The Ins And Outs of How We Do Business

Frequently Asked Questions

What will my cleaner bring to the service?


All of our cleaners come fully equipped with their own cleaning equipment and supplies. However, if you would like a particular product or equipment used in your home you are more than welcome to leave it out for the cleaner.




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 200% satisfaction guarantee, and aim to provide a re-clean within 2-4 days of the initial service for any missed/unsatisfactory areas and/or look at an appropriate discount if required.




What Covid-19 precautions are you taking?


We follow the CDC safety guidelines for COVID-19 including practicing social distancing and regular hand washing. We wear face masks and shoe covers at all times during the service and we always sanitize supplies between appointments.




How much extra time will I need on my first appointment?


The likelihood of needing more cleaning time depends on how recently your home was fully or professionally cleaned. Homes which have been kept up in the last 2 months do not often require more time than we estimate with a deep clean add on. Homes which haven’t been fully cleaned in 1 - 4 months may need more time with a deep clean add on. Homes which haven’t been fully cleaned in 4+ months will almost always require extra time in addition to the deep clean add on to get them fully clean.




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?


You can cancel your service at any given time, either online or over the phone. We have no lock-in contracts that you need to worry about. Please note: all cancellations must be made 1 business day before the service is to take place. If a cancellation is made within 1 business day, you may incur a fee which covers the cleaner’s loss of wages. Please note that if we can cover the cleaner’s time through re-allocating work. We can sometimes waive this fee, but on occasion the fee must be charged.




How do I pay for my service?


For all bookings we require a credit/debit card to secure the booking. We will not be able to complete your booking without a card on file. Please rest assured we will not charge your card until after the service is complete and we have made 3 attempts to contact you to see how the service went.




How much does a cleaner cost?


We offer exceptional cleaning at reasonable prices! We can work off a flat rate if you’re looking for something like a whole house clean, or an hourly rate if you are looking for a couple hours of cleaning here or there. Our hourly rates start at $55/hr and flat rates at $139 with discounts if you book regular cleaning services.




Do you work on the weekend?


NOTICE: We are temporarily not cleaning on Saturdays. We will begin again later. Thank you for understanding. We work on Saturdays as usual, however as we only have limited office support, our phone lines are closed. We can be contacted via SMS on: 971 351 0332 and if you need to speak with our team please just message and we will text/call you back. We do not operate on Sundays.




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.




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 YOU USE eco-friendly And Green products?


YES! We use only natural and green cleaning supplies and limit the use of disposable products as much as possible while maintaining high sanitation standards.




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 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.




Will I get the same cleaner each service?


Generally, yes. We always endeavour to match you with a cleaner who will continue your service ongoing, however there are occasions such as public holidays, illnesses, emergencies and travel/holidays that may impact your usual cleaner being sent to your property. We always try our very best to give you plenty of notice of any changes made to your service, but unfortunately, there are things that are out of our control that may impact your service on the day booked. We can not guarantee a regular cleaner for 4-weekly bookings (unless arranged directly with staff) due to scheduling issues




How do I make changes to my booking?


You will receive confirmation and reminder emails before your service. At the bottom of these emails will be a link to create and sign in to your account. You can make changes to your service that will be flagged in the office. If these changes don’t affect the cleaner’s schedule, they will go ahead. If your change clashes in the cleaner’s schedule, our friendly office staff will get in contact with you to try and reach a solution that benefits all parties




When will my cleaner arrive?


After your booking has been confirmed, (which is usually within 1-2 weeks of your service), 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 may be an arrival window, and the team will arrive between these times and then start cleaning.




What if I don’t have parking available for the cleaners?


Please note that 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 a cancellation fee will be incurred.





Billing & Pricing

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Payments Accepted

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Cancellation Policy

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Satisfaction Guarantee

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