Questions?
Allow us to clean up any confusion.
Getting Started
What can I expect at each cleaning?
What will it cost?
Who supplies the cleaning products and tools?
Can I add on extra services during the cleaning process?
We require all services to be booked in advance, so we can ensure we have the time required to complete everything to our exceptionally high standards. We’re happy to accommodate services from this list of Add-On Tasks prior to your day of service, but unfortunately, we can’t accept same-day requests.
Cleaning tools and Supplies
Who supplies the cleaning products and tools?
Are you eco-conscious?
You bet. We always aim to use eco-friendly products and tailor our cleaning methods to reduce waste whenever possible. Our cleaning kit is composed of eco-conscious products, but should you provide your own cleaners, we’ll do our best to use what’s provided, however our Cleaning Specialists won’t use bleach, Easy Off, Pledge or CLR.
Why won’t you use certain cleaning products?
One of the benefits of using Clean My Space is the peace of mind that comes with our founder’s years of research into the very best and healthiest methods of cleaning, which includes using only the most effective, eco-conscious products. We’ve also determined which products are the most hazardous for your home and your health, and out of care and respect for our Cleaning Specialists, we will not use the following products: bleach, Easy Off, Pledge and CLR.
I have hardwood and no carpeting. Do I still need a vacuum cleaner?
Trust & Safety
What is your Fair Treatment Policy?
Clean My Space reserves the right to cancel any service, at any time, for any reason. Racism, sexism, disrespect, discrimination, or any form of harassment or abusive behaviour toward our office staff or Cleaning Specialists will result in immediate and permanent termination of service. (Let’s keep it clean, shall we?)
What is a Cleaning Specialist and why are they unique?
Cleaning Specialists (soon to be known as your favourite people on the planet) are the professionals who come into your home to provide our boutique cleaning services. Many have previous experience working in top-notch hotels or private homes. (We’re very picky!) They are experienced, highly trained, careful, reliable, honest, and in great shape! Our management team adheres to a strict hiring process, which includes reference checks, training and bonding and insurance protection. We keep a close eye on our staff and if they don’t love their job and care deeply about their performance, they don’t stick around.
Are you bonded and insured?
You bet, we wouldn’t operate if we weren’t! In addition, all of our staff are employees and are covered by WSIB. We are able to provide proof of insurance if requested.
What else do you do to make sure your staff are the best?
All of our staff must present a valid police clearance, possess a SIN, have references and must absolutely love to clean. Further, they go through a rigorous training program and must pass a test as well as finish their WHMIS certification. Our hiring process is the equivalent of meeting the most overprotective in-laws.
What happens if you break or damage something?
We believe in shining a spotlight on an issue rather than sweeping it under the rug. If something gets broken or damaged, our staff are trained to photograph it and report it immediately, without reprimand. They are careful and considerate of each space they attend, but every now and then something can happen (we are human, after all). Once reported to the office, we contact you to discuss a fair and quick resolution. We do ask that any irreplaceable items be put away and anything you are concerned about is noted at the time of booking. Please note, we don't repair or replace existing damage or improperly installed items.
What if I’m not happy with the cleaning?
We want to get every cleaning right and in the event you aren't satisfied with our work, please let us know immediately through email, text or phone. Please keep in mind that our staff are not magicians. If an item or area has been damaged in the past, improperly cared for, stained, or has aged past the ability to be cleaned, we won’t be able to get it to its former glory. The reasonable expectation is that your space will be cleaned — but not refinished.
Pricing and Payment
What will it cost?
How does payment work?
Is my credit card information secure?
We have three levels of security in place. First off, our booking page is protected by extended validation SSL. Secondly, our booking form has its own layer of 256 bit security. Third, credit card transactions are processed by STRIPE and is layered on their own 256 bit security protocol. In addition, no credit card numbers are stored in our system (only a token that allows us to charge the card). Rest assured, we take security very very seriously.
How do gift cards work?
How does the referral program work?
Do your rates increase?
What extra fees might I expect?
What about a tip? Do I need to leave one?
It’s totally your call — it’s always appreciated but never expected. It won’t change the level of service you receive (but it’ll certainly put a spring in your Cleaning Specialist’s step). You can add a tip by accessing the booked service through your account.
Manage Your Account
How do I create an account?
How do I login to my account?
How do I reset my password?
How do I change my address?
How do I change my credit card?
To change your credit card, login to your account and update your profile details.
How do I book my first appointment?
Scheduling & Cancellation
What if I need to cancel my appointment?
What if I want to reschedule my appointment?
What if I forget my appointment and your staff show up?
In the rare circumstance that you stand up a Cleaning Specialist, it’s called a lock out — our staff have been deployed and by law, we need to pay them. Because of that, 50% of the cleaning charge will be billed.
Policies
Can I apply a discount to an existing appointment?
You can apply a discount/gift/referral code to a future appointment by logging into your account and selecting “Make Changes” to the appointment of your choice. Then enter the code into the appropriate field and click “Save Changes.” The system will automatically apply the code to the appointment you modified. You cannot apply your discount code to a completed service.
Can I choose how many Cleaning Specialists attend my clean?
We know, we know, you can’t get enough of our Cleaning Specialists, but we have our formula down pat, so we can easily determine the optimal amount of staff to attend to your job.
Can I request the same Cleaning Specialist each time?
We get it, you don’t want the entire world knowing about the dried toothpaste on your sink, and the soap scum in your shower. We’ll do our very best to assign a regular Cleaning Specialist to your space, but we can’t always guarantee it, due to circumstances outside of our control.
What are your hours of service?
Working nine to five, what a way to make a living! Our first booking can begin any time between 8AM and 9AM, and our second booking of the day can begin any time between 1PM and 2PM. We operate seven days a week, and close for all statutory holidays. Our Cleaning Specialists use public transportation, and on very rare occasions we’ve had to cancel bookings due to inclement weather. (You’re Canadian, you get it.) We’ll contact you as soon as possible to provide an update and reschedule if necessary.
Do I need to tidy before you get here?
How do you keep in touch with me about my cleaning?
We draw the line at Snapchat, but we’re available by text, email or phone. We ask that you remain accessible in some way during your service in case we need to contact you about home access or anything else that comes up during our visit.
Can I be home during the cleaning?
My utilities will be interrupted on the day of my booking, can you still come?
Cleaning without water, electricity, heat or AC is like cooking with ingredients. It’s a no-go. Please contact us as soon as you learn of an issue so we can reschedule your cleaning. Learn more about our cancellation policies above.
How do you get in and out of my space?
Can’t I just hire one of your staff myself?
You mean, “Can I just steal your staff?” We spend a lot of time finding and training our Cleaning Specialists to provide our clients with the best possible service. You may not solicit them to be employed or contracted by you or your affiliates for cleaning services of any kind. If you would like to hire or contract one of our staff to work independently for you or your affiliates, you may request this by informing our office in writing. If your request is approved, you will be required to pay a $3,000.00 training fee in advance.
Are you pet-friendly?
Um, is the Pope Catholic? We love pets, and we can ensure a Cleaning Specialist that is comfortable with animals is scheduled for your booking. If your pet is nervous around new people, we ask for your help in keeping our Cleaning Specialists safe and comfortable during their visit.
While our CSs may greet your pet, please note that caring for your pet isn’t part of our service offering. (Same goes for babysitting.)