Frequently Asked Questions
We understand that it’s more than a house - it's your home. We clean methodically so you get the same clean every time. Our professional and well trained staff work with care and intention.
Take a look at some of the frequently asked questions that we have received during our 20 years in business regarding our services.
If you are looking for other answers to your questions, email or contact us. We are happy to provide the information you need to feel comfortable with choosing us to take care of your home.
Where are you located?
We are Canadian, and woman-owned. We started in Ottawa in 2001 and have a location in Milton, Ontario.
What measures are the teams taking with COVID-19?
We follow a comprehensive plan of Covid protocols to protect the health of our staff, clients, and community.
- Staff are masked at each home.
- Social distancing is maintained. We ask our clients to stay on separate floors or other rooms during a visit, or wear a mask if they can't isolate.
- Staff complete the "Worker and Employee Covid-19 Screening" from the Ontario Government each day.
- Hands are washed immediately upon entering each home, and then disposable gloves are worn for the cleaning visit.
- Vacuum heads are disinfected before entering each home, using a product approved by Health Canada.
- Microfibre cloths and mop pads are laundered with a disinfectant approved by Health Canada.
- High-touch points are disinfected at each home.
You can learn more here
When are you open?
Regular house cleaning visits and one time cleans are scheduled weekdays. Pet sits and home checks are also available on weekends and statutory holidays. Email and voicemail are monitored on evenings and weekends for any emergencies relating to pet sitting and home checks.
Are you insured?
Yes. Our Ottawa office and Milton location are each insured with a comprehensive commercial general liability policy with three million dollars of coverage. Staff are also covered under the Workers Safety and Insurance Board, which protects you from claims should one of our staff become injured in your home.
Are your staff bonded?
Yes. All staff are insured by the employee blanket bond of our commercial general liability insurance. We use Triton to conduct a thorough background screening and criminal records check.
Custom Cleaning Options Perfect For Your Needs
How do I cancel or reschedule a clean if I am sick or something comes up?
Our staff depend on regular hours, and we ask for 2 full business days notice so that we can try to schedule other work for them. Otherwise, there is a cancellation fee - just like at the dentist office. This is all detailed in our Service Agreement you receive at a quote, or when booking services, so that you are fully informed. If you need to make a change for a medical appointment, family event, or vacation, please let us know ahead of time. We'll do our best to fit you in on another day, or you can skip the visit. Catch-up fees are applied after skipped visits to allow our staff some extra time to get caught up.
How often will you clean my home?
Maintenance house cleaning visits are scheduled weekly, every 2 weeks, or every 4 weeks. One time cleans can be scheduled for as few as 3 hours. This can be scheduled on weekdays throughout the year to complete specific tasks like inside fridge and oven, or to do a deep clean of all areas. like before moving into a new home. We are happy to discuss your needs.
Do you bring your own equipment?
Yes! Our staff have a kit of professional-grade products, brushes, dusters, and tools. Our Pro-Team vacuums have a 4-stage HEPA filtration system which removes 99.97% of particles. We use effective, gentle cleaning solutions with the correct pH level to safely santize the surfaces of your home.
Do I have to be home when you are cleaning?
Our staff are bonded, insured, and used to cleaning in an empty house. As people are working from home more now during the pandemic, we have become very comfortable with cleaning around families. We ask that you respect social distancing by moving to another floor or room that we are cleaning.
What payment methods do you accept?
We accept email transfers, Visa, and Mastercard. Our Covid-19 protocols prevent us from accepting cash or personal cheques.
Creating A Healthy Home For Your Family
Do you offer gift certificates?
Yes, you can gift packages of services, or pick a dollar value. Gift Certificates may be ordered online here using a secure platform, and emailed or printed. Your choice!
What should I do to prepare for my cleaning visit?
We suggest that you clear counters, tables, and flooring of personal items. This allows us to more effectively clean the dust, debris, and soil from all the surfaces of your home. This means getting toys onto shelves or baskets, clothes into hampers, and dishes into the dishwasher.
I have pets. Is that ok?
Yes! Our staff are all very comfortable with cats, dogs, and other fur-family members. If your dog is aggressive, or you have an exotic pet which requires more special care, we can suggest ways to keep them comfortable and allow our staff to safely clean your home.
Do you sub-contract?
All our house cleaning, pet sitting, and home check services are performed by our insured and bonded staff. We select professionals who have the specific tools, training and experience to provide carpet cleaning and window washing. We vet these providers to confirm they have insurance and WSIB coverage.
Who are your staff?
Our staff range in age from early 20s to their 50s. We hire people who love cleaning, are comfortable working alone, and have a track record of reliability. Then we train them to follow our cleaning methods, use our kit of professional equipment, understand the science of cleaning, and learn our code of conduct. Staff working more than 26 hours a week may join our Group Benefits Plan with Canada Life, which provides health, dental, life, LTD, and critical illness insurance.
Do you do overnight visits for pets of live-in home sitting?
We do not provide overnight or live-in services. Pet sitting and home check visits may be schedule 365 days a year, from morning until early evening.