OUR PROCESS & FAQ

Your personalized flat-rate quote is based on your property details, selected service, requested cleaning tasks, current condition, and any relevant factors provided through your quote request.

Unlike hourly pricing, your service is priced according to the agreed-upon checklist rather than the number of hours spent inside your property. This allows our team to focus on completing the work properly without racing against the clock.

Your flat-rate fee reflects the complete professional service—not only the time spent cleaning. It helps cover:

• Professional cleaners’ wages and payroll expenses
• Training, supervision, and quality-control procedures
• Professional cleaning products and supply replenishment
• Cleaning equipment, tools, maintenance, and replacement
• Laundering and sanitizing reusable cloths and mop heads
• Fuel, mileage, and travel to and from your property
• Commercial liability insurance and workers’ coverage
• Business licensing, registrations, and required compliance
• Scheduling, client communication, and administrative support
• Payment processing, invoicing, and bookkeeping
• Service preparation, packing, loading, and unloading

These operational resources allow our team to provide a reliable, well-equipped, and carefully managed cleaning service.

Your approved rate is based on the property information, condition, cleaning requirements, and service scope provided at the time of quoting.

The rate will generally remain consistent unless services or enhancements are added, the requested scope changes, or the property information or condition materially differs from what was originally provided. Any necessary pricing adjustment will be discussed before additional work is completed.

Quotes are valid for 14 days from the date they are issued. If a quote expires before it is approved, a new quote may be required.

Updated quotes are based on current pricing, availability, property details, and cleaning requirements. For this reason, a newly issued quote may differ from a previously expired quote.

No. Your quote is based on the approved service checklist rather than an hourly time limit. Additional charges would only apply when extra services are requested or when the property details, condition, or required scope materially differs from the information used to prepare the original quote.

Requested dates remain tentative until your quote has been approved and all required booking forms and information have been received.

Once these requirements are complete and the date remains available, you will receive confirmation of your scheduled service.

Appointments are scheduled with an arrival window of up to two hours. This window provides flexibility for travel, traffic, property access, and variations between appointments.

Your arrival window is not the estimated duration of your cleaning or a guaranteed completion time. The property must remain accessible throughout the full arrival window, and the team is not considered late while the scheduled window remains open.

Recurring services will typically maintain a consistent service day; however, the arrival window may vary from one appointment to another as scheduling needs change.

We understand that plans can change. Please contact us as soon as possible if your appointment needs to be moved or cancelled.

Rescheduling is subject to current availability and the booking terms provided with your service documents. Any applicable conditions or fees will be disclosed in writing.

Yes. Weekly, bi-weekly, and monthly recurring services are available.

Depending on the property’s condition and cleaning requirements, an initial deep cleaning may be recommended before recurring maintenance begins. This provides the team with a suitable starting point for ongoing service.

No. Many clients provide secure access through a lockbox, entry code, garage code, concierge, or another pre-arranged method.

The property must remain accessible throughout the scheduled arrival window and service. Please provide accurate access instructions before your appointment and notify us promptly if anything changes.

We recommend clearing excessive clutter, securing valuables, washing or removing dishes, and ensuring the team can easily access the areas included in your service.

Preparation allows the team to focus on cleaning rather than organizing or moving personal belongings unless those services have been specifically requested and approved.

Yes. We are a pet-loving team, and pets may remain free-roaming when it is safe and comfortable for everyone involved.

Please tell us about any pets when requesting your quote and provide any necessary instructions. Clients remain responsible for securing pets that may be anxious, territorial, likely to escape, or unsafe around cleaning equipment and unfamiliar team members.

Yes. Our team arrives with the professional cleaning products, standard supplies, and equipment required for the approved service.

If your household has allergies, sensitivities, delicate surfaces, or specific product requirements, please tell us before your appointment.

We prioritize family- and pet-conscious cleaning products and use all products according to manufacturer directions.

No cleaning product is appropriate for every person, animal, material, or sensitivity. Please advise us during booking of any allergies, sensitivities, medical considerations, or product restrictions within the property.

Cleaning time varies based on the property’s size, current condition, selected service, approved checklist, accessibility, and the number of cleaners assigned.

Because services are completed at a flat rate without a time cap, we do not guarantee an exact completion time. Our focus remains on completing the approved checklist carefully and thoroughly.

Yes. Optional cleaning enhancements may be available depending on your property, service type, and cleaning needs.

Options may include inside oven cleaning, inside refrigerator cleaning, interior windows and tracks, wall washing, linen and laundry service, guest-supply restocking, carpet cleaning, upholstery detailing, organizational support, and more.

Enhancements must be requested and approved in advance and may affect your flat-rate quote.

For the safety of our clients and team, certain tasks and conditions are excluded from standard service. These may include:

• Bodily fluids or biohazardous materials
• Hazardous chemicals or unsafe substances
• Pest or infestation-related cleaning
• Active construction areas or unsafe workspaces
• Garages, unfinished basements, or rooms under construction unless specifically approved
• Fireplaces, wood stoves, ashes, wax, sawdust, glue, or excessive glitter
• Chandeliers or areas requiring ladders higher than six feet
• Tasks requiring specialized restoration, remediation, or trade services

If you are unsure whether a task can be accommodated, please include it in your quote request so it can be reviewed before booking.

Payment is due within 24 hours following completion of your service unless different arrangements have been confirmed in writing.

Applicable GST will be clearly identified on your quote and invoice.

Please notify us within 24 hours of service completion and include photographs and details of the specific area whenever possible.

Eligible concerns will be reviewed and, when covered under our satisfaction policy, a corrective re-clean will be arranged within two business days at no additional charge.

Because we provide an opportunity to return and address eligible concerns, refunds and discounts are not provided in place of a corrective re-clean.