FAQs

Are you fully insured?

But of course! Trust and safety are top priorities for us.

Are the cleaning professionals background checked?

Absolutely. We rigorously vet all the cleaners we work with, who undergo background checks to make sure they’re squeaky clean.

Are the products they use eco-friendly?

We wouldn’t have it any other way. Your cleaner(s) only use cleaning products made of non-toxic and naturally derived ingredients that are completely safe for you, your family, pets and the environment.

What is your Cancellation Policy?

Because we reserve a time especially for you, please make any schedule changes 48 hours before your appointment to avoid a cancellation fee. Cancellations made between 48 hours and the end of day prior to your service will incur a 50% cancellation fee. A 100% cancellation fee will be applied for same day cancellations, if your cleaners are unable to access your home, or your utilities are turned off at the time of service. We appreciate your understanding.

Do I have to be home at the time of service?

Only if you wish to be. Many of our clients provide their cleaners with a key and/or alarm code to access their home.

I am a regular client, what if I would like to change my day of service?

We’re here to serve you. Just tell us what day best fits your schedule and we will do our best to accommodate you. Or, you can log into your account to make changes to your appointment.

Do you offer discounts for regular bookings?

Oui, oui! For our clientele who regularly book with us (either monthly, bi-weekly, or weekly). It’s our way of saying,”Merci!”

Should I tip my cleaners?

Tipping is never expected but is always appreciated.

What if I'm not satisfied?

If you’re not happy, we’re not happy. It’s as simple as that. Your professional cleaners perform to a high standard of service and we provide a 24 hour guarantee of their work. If you are unhappy with any aspect of your cleaning, please let us know within 24 hours of the cleaning and we will send a cleaning team back to your home to correct the problem as soon as possible. Please note that our guarantee only applies to whole home cleanings and not hourly services.

How can I ensure a successful cleaning?

Let us know if there are any areas and/or tasks that are especially important to you. We’ll do our best to accommodate your special requests. Prepare your home by putting away anything that might hinder the successful cleaning of your home’s surfaces. You cleaners typically do not allocate more than 1 minute per room to organize and pick up clutter. Let us know the names of any furry (or feathered) loved ones at home so that we can give them a little attention while we’re there. If you won’t be home for your service, be sure to let us know in advance where to find your house key as well as any keyless entry or alarm codes. If we’ve sent you a recurring service lockbox, let us know what 4-digit code we should use. ️For move-in/move out cleans, please confirm that your water and power are turned on in advance of our arrival. We will need these to clean effectively. Make sure we have a good phone number for you in case we need to reach you during your service.

What is flat-rate pricing?

Our flat-rate pricing assumes your home meets a reasonable level of cleanliness and that you have provided accurate information regarding its size. If your home is dirtier than average, or larger than was indicated, your cleaners may either require more time or multiple visits to complete the job (at their standard rates and based on availability), require heavy-duty fees, or reduce the scope of their work and prioritize accordingly. Heavy-duty fees may also be applied prior to commencing service.

How do I pay for my service?

A credit card is required to secure services. An authorization hold will be placed on your account in the amount of your total balance 1 business day prior to your scheduled cleaning service. THIS HOLD IS NOT A CHARGE. The charge for your service is completed the day of your appointment and you will receive a statement via email once this occurs.

Do you have any service limitations?

We would love to serve all clients, but unfortunately, we cannot. Large unsecured dogs, animal waste, severe damage/clutter, pest infestations, and disconnected utilities, for example, prevent us from delivering the quality you deserve and may mean we have to decline the request for service.

Where can I find your terms and conditions?

By booking your service through the Maids á la Mode platform, you accept and agree to our Terms and Conditions.