Frequently Asked Questions
Can I get an estimate over the phone?
Yes, with the understanding that without actually viewing the home in its natural condition, we can only estimate how long it will take to clean your home, office, business or commercial property. Other factors such as delicate furnishings, previous poor maintenance and decorative accessories may also play a factor in determining the cost for your home and office cleaning. If we match your budget, we will do our best to clean your place within the conditionally estimated time. Please remember: we are good, we are fast, we are reliable, but we are not magicians.
Do I need to sign a contract for regular cleaning service?
The answer is no. You can use us as long, as you happy with us.
How many people will clean my home?
Normally we send one person to clean your home. Please, consider our minimum cleaning time at 4 hours per each staff member. This means, you should probably order a team of two only in case if you have enough work for 8 hours (which will be done in 4, because of the two persons). If you have a big task to do, and a time is a factor, we can send you a team of 3-6 people with one day notice.
Do you always send the same person?
While we always try to schedule the same cleaning person, you may occasionally see a new face. Situations like a schedule change, team member illness, vacation, or new team member training may make it necessary for us to send a substitution. However, we always do our best to send the same employee, who is already cleaned your place in the past.
Can I trust your staff?
We take great care in selecting people to join our team. Our employees are carefully chosen during the hiring process. We conduct a thorough background and reference check on each prospective employee.
Are your employees bonded and insured?
Our employees are fully covered under our insurance, which is provided by Wawanesa Mutual Insurance Company, a renowned and trustworthy name in the insurance industry.
Do you provide references?
We treat everyone with respect to their privacy and do not provide references. Although we initially built our business on friends and relatives referrals, we feel it's inappropriate to disturb private life of our clients.
How will I know when you are coming to clean?
Your cleaning appointment will be scheduled on a day that is convenient for you. You will always be cleaned on that same day based on the frequency of your service. Due to the nature of cleaning, it is not always possible for us to provide an exact appointment time. However, we will do our best to provide you with an estimated arrival window for your information.
Do I need to provide cleaning supplies and/or equipment?
We expect our clients to provide their own cleaning supplies and equipment. However we can provide our own cleaning supplies and equipment for people looking for occasional or one-time cleaning. In this case we apply small additional charge to an hourly rate. (Example: use of our vacuum-cleaner is $5 per visit).
What about my pets?
If you will not be home while we're cleaning, we do ask that you introduce your pet(s) to our staff on the first visit. Many of our customers also show our teams where the animal treats are located. Our employees are animal-friendly and are used to working around your pet(s).
Do I need to be home while you clean?
Many of our customers work during the day and enjoy coming home to a clean house after a long day. Most of our customers supply us with a key to their home or a code to enter through a garage. Your key is kept safely in a lock box when not being used by a Team.
What if I am not satisfied with the cleaning?
Our goal is your complete satisfaction, and we stand behind the quality of our service. If you are unhappy for any reason at all, please contact our office within 24-hours of your cleaning and we will gladly return the next business day to make it right.
What if something is damaged or broken?
Our staff will exercise great care while cleaning your home. However, should something become damaged or broken, we will make every effort to either repair or replace the item. It is our company policy that our teams report any damage as soon as possible so that we can coordinate a claim through our insurance company.
How and when do I pay for the cleaning?
Payment is due at the time of the cleaning. Simply leave a cash or check (for regular customers only) in an envelope, payable to "My Cleaning Team.ca" on your kitchen counter for our staff to collect. If you intend to pay by credit card, please call our office prior to your scheduled cleaning appointment to make arrangements.
Please, note: There is a $35 fee for any N.S.F. check returned by your bank. If it is your bank's error, they should reimburse you for this expense.
What forms of payment do you accept?
We accept the following forms of payment: cash, money orders, personal checks (for regular customers only), Visa, Mastercard and Paypal. All prices are subject to GST (5%). If you intend to pay by credit card, please call our office prior to your scheduled cleaning appointment to make arrangements.
What if I need to cancel my appointment?
We understand that sometimes things happen beyond our control. We require at least 24 hours cancellation notice prior to a scheduled cleaning. There is a $25 late cancellation/lock-out fee for canceling or rescheduling a visit in less than 24 hours before the visit. The same fee applies if we are unable to gain access to your home.
