Allow us to clean up any confusion.
What can I expect at each cleaning?
We always aim to please, but just so we’re squared up, visit our services page for a breakdown of your booking options and a checklist of everything you can expect with each service.
What will it cost?
Our booking form will calculate the cost of our visit (your initial visit being our Down and Dirty, deep clean), depending on the type of cleaning you select and the size and layout of your space. You can also “top up” your booking with our add-on services as needed.
Who supplies the cleaning products and tools?
We provide the talent, you provide the tools and products. We have a detailed list of all products and tools required, which can be purchased through our site, and easily added to your booking.
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?
We provide the talent, you provide the tools and products. We have a detailed list of all products and tools required, which can be purchased through our site, and easily added to your booking. We promise you, having a fully stocked cleaning cupboard (that you don’t have to use yourself) is a feeling of satisfaction like no other.
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?
Yes. A vacuum is used to clean upholstery and also helps to remove dust and allergens from the environment. If you don’t have one, we can dust but the dust will resettle by the end of the day. A broom kicks dust up, a vacuum removes it. Please ensure vacuums are fully charged, emptied and tools are accessible for each service.
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?
Our pricing is transparent (much like your shower door after our visit), you can quickly calculate the cost of your service using the booking tool. You can add additional services on to regular jobs for an additional fee at your desired frequency.
How does payment work?
When you book your service, you’ll need to provide a credit card that will be saved on your account. Your card will have a hold placed on it the day before your clean, and will be charged the day after your service takes place. You’ll receive an invoice for the cleaning via email, and can access it at any time by logging into your account.
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?
You can purchase gift cards online and they’ll be instantly delivered via email. (It’s the perfectly thoughtful gift for that friend who admittedly doesn’t know how to turn on her vacuum.)
How does the referral program work?
Sharing is caring… Receive $25 off your next service when you refer a friend. Through your account, access our referral page where you’ll find a unique referral code to copy and share with your friends and family. Once they use the code, your account will be updated automatically with a credit.
To redeem your rewards, enter your code during a one-time booking or log in to your account and select a future recurring appointment and click “Make Changes.” Then simply scroll to the “Discount / Gift / Referral Code” section and enter your code to apply the discount.
Do your rates increase?
Clean My Space nominally increases rates at the beginning of each calendar year to keep up with inflation and minimum wage increases. This allows us to ensure we are offering the most competitive wages to get the very best staff.
What extra fees might I expect?
Our booking tool is designed to produce accurate quotes based on the size of the space and the number of bedrooms and bathrooms that you enter or describe at the time of booking. In the event we arrive and your space has excessive clutter, mess or garbage to work through, we’ll add the Heavy Duty fee on to your cleaning bill. If this is required, you will be notified immediately.
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?
An account will be automatically created for you when you book your first visit. You will be asked to authenticate your account, and can then login to your account at any time. You can also visit our login page to create a new account.
How do I login to my account?
Visit our login page to access your account.
How do I reset my password?
You can reset your password here. (And promise it won’t be the same password you use for every other account.)
How do I change my address?
Making a real estate move in the GTA isn’t for the faint of heart, so we’ve made updating your address easy: login to your account and update your profile details.
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?
Visit our booking page (it’s the best decision you’ll make all day) You’ll be prompted to select your service, provide details about the space you’d like cleaned, and from there we can start the process of planning your first visit from Clean My Space (lucky you!).
Scheduling & Cancellation
What if I need to cancel my appointment?
Contact us 48 hours in advance of our visit and we’ll gladly reschedule or cancel the appointment. We do have a 25% cancellation fee for the cost of the service if the visit is cancelled with less than 48 hours notice.
What if I want to reschedule my appointment?
We would be glad to find a one-time alternative date for your regular visit. Once your regular schedule is set, we like to keep your exact time slot just for you. If we have an opening later in the week we’ll book you another appointment if you like, but we’ll revert back to your regular schedule after that. If your day and time won’t work going forward, we’ll work with you to find an alternative. We ask that you give us 48 hours notice, or else we’ll need to charge our 25% cancellation fee.
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.
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?
Tidying up clutter on surfaces and floors ahead of our arrival will save us time and allow us to focus our efforts on actual cleaning. Plus, no one knows your clutter quite like you do, we’d hate to make it challenging for you to find something after we’ve tidied it up. If we arrive to find excessive clutter requiring additional work, we’ll have to add our Heavy Duty cleaning fee onto your service to make sure you get the cleaning you booked.
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?
To account for social distancing and allow our staff to work uninterrupted, we ask you either leave the space entirely, or keep to a room or area of your home that you can “trade off” when the time comes. We ask that no one else be present during the cleaning, including tradespeople, as it makes our work harder.
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?
You have four options for home/office access. Please note, we do not keep keys. (We’re Cleaning Specialists, not janitors.)
Option 1) A Clean My Space-provided lockbox. This is no-fee to you and we will keep the password on file. Let us know where you would like your lockbox installed and we’ll meet you to install it.
Option 2) Client-provided lockbox. Leave your key in the lockbox and provide us with the code. Option 3) Provide access instructions to us (alarm code, door code, or you’ll be there to meet us).
Option 4) Leave a key with the concierge.
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.)