Frequently Asked Questions
What products do you use when you come over and clean?
We require regular clients to have their own cleaning products and supplies. Any one-time cleaning job we are happy to provide a rental kit at a flat rate, but we do not recommend this for ongoing service.
If you wish to purchase cleaning products and supplies through us, we will deliver what you require at your next visit. Our Cleaning Specialists take diligent notes of what you are running out of and we notify you when something requires replenishing.
Please note, we strive to be an environmentally conscious cleaning company – staff are trained on techniques to reduce the use of chemicals in your home if you wish.
We respect your cleaning product selection and what you choose for your home. Please note, there are a few cleaning products that Clean My Space will not use in your home, even if it is provided. For a list of these products you can contact our office.
We are always testing the latest and greatest products that come out to see if they live up to their word (check out our YouTube videos). We've tested dozens, and have done so to find the best products for your and our Cleaning Specialists. Because we are confident in what we know, we ask clients to purchase what we carry because we know that it's the best out there. Plus, our Cleaning Specialists adore the stuff and know exactly how to use it, making them more efficient.
What is a Cleaning Specialist?
Cleaning Specialists, or CSs, are the professionals who come into your home and provide quality cleaning services for you. We make our best efforts to send the same Cleaning Specialist each time, however we do not guarantee it.
In the event we cannot send the same person out, our staff have access to detailed information about the preferences and requests of each client to ensure consistency with our work.
How many Cleaning Specialists will come over?
Depending on the job and the size of your space, we will either send one Cleaning Specialist or a team. Clients are charged in labour hours, and one Cleaning Specialist working for three hours equates to three Cleaning Specialists working for 1 hour.
Are you bonded and insured?
Why choose a Cleaning Specialist?
Our Cleaning Specialists are experienced, trained, careful, reliable, honest, and in great shape. We are professionals! Management goes through a meticulous hiring process which involves reference and credibility checks, training, and bonding and insurance protection.
Cleaning Specialists know how to use products properly so that we don't ruin any surfaces. Moreover, our staff know how to work with the elements and fixtures of the home and know our unique cleaning methods to ensure efficient and effective cleaning.
What's your guarantee?
We have a stellar track record; however, if you are dissatisfied with your cleaning you are given a 24 hour period to contact us and have that particular area re-cleaned at no cost to you.
A note will also be made on your file so that we know to pay particular attention to it next time. If the cleaning has been given a ‘time cap’ by the client, or if we request additional time to complete the work and are not granted an extension, Clean My Space cannot offer a guarantee (ergo a touch up) for that job since there is no telling how long it may require to complete to our standards.
Will the first cleaning take longer?
In order to bring your space up to Clean My Space Standards, the first cleaning (or a visit occurring more than three months after our last visit) will take longer so that we can give your home that deep cleaning it needs.
Homes that have not been cleaned in a while or homes with pets will take longer to clean.
I've got a pet, are you ok with that?
We do love pets, however we know that pets can behave differently when their master is not home. Even the quietest cat or friendliest dog can feel threatened when a vacuum or mop is being used. The pet feels alarmed and this can lead to a reaction which our staff are not equipped to handle.
In order to ensure your pet’s comfort and our safety, we require pets to either be crated or separated in another room while the cleaning takes place.
Other options are to have the pet spend time with a dog walker or a neighbour, or some clients will be home for the cleaning to ensure there are no problems with the pet. We will have to leave the premises if this is not the case.
Please Note: Clean My Space staff do NOT walk, feed or clean up urine or feces left from your pet.
How does payment work?
Clients must provide Clean My Space with a signed credit card pre-authorization form prior to our visit. If you do not hold a credit card, the office will make special pre-payment arrangements with you.
Is HST charged?
Yes, 13% HST will be added to your invoice, applicable for all of our services and products.
Do you change linens or do laundry and ironing?
If you leave fresh linens on the bed or specifically request this, we will change them. Beds will be made regardless of linen changes. Laundry and ironing can be done and must be discussed ahead of time with our friendly office staff.
What if I want something done that’s not on your checklist?
Just ask! We pride ourselves on being accommodating. So long as we are able to do the job (have the right tools and training), we would be glad to schedule in extra work at your home.
Please discuss your requirements at least 48 hours prior to the visit so that we can allot any additional time. We may be unable to complete any shorter term requests.
What if I need to cancel my appointment?
We understand that schedules may change and that flexibility is required. We send out a reminder email prior to your service and we require a 48 hour notice for cancellation - voicemail or email is acceptable and all messages are time stamped for accuracy. A $50 cancellation charge will apply if notice is not received before this deadline. If we arrive at the cleaning and there is no key arranged for us or we cannot gain access to the home for whatever reason, a 50% lockout fee is charged.
Our staff rely upon the work we provide to them and we must always respect their time. We dislike charging fees as well, but we have to be considerate of our staff and we thank you for your understanding.
Where are your policies listed?
We send along a Client Service Policy at the time of booking for you to review.