FAQ

Common Questions.

Everything you might want to know before getting started with our services.

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GETTING YOUR HOME READY

Before we arrive, please clear floors and surfaces. Putting away toys, clothes, dishes, and personal items helps us focus on cleaning without moving things around.
We do not move furniture, remove heavy debris, or handle biohazards.

Your home should have running water, electricity, and heating or air conditioning. If any of these aren’t available, we may need to reschedule, and the service fee would still apply.

  • A 25% non-refundable deposit is required to confirm your booking (applied toward the total cost).
  • First-time cleanings require 50% upfront.
  • The remaining balance is charged automatically after the service.
  • If payment isn’t completed, a 50% cancellation fee may apply.

Estimates are based on bedrooms, bathrooms, total square footage, and time needed. If extra time is required due to clutter or heavy dirt, we’ll contact you before proceeding so you can approve any additional charges.

  • It helps if the cleaning areas stay clear and pets or children are safe during our visit.
  • If the space isn’t safe, we may need to leave early, and the service fee would still apply.

Arrival & Access

  • We usually clean between 9:00 AM and 5:00 PM, with a 1.5 -hour window to allow for traffic or minor delays.
  • Please ensure we can access your home. If we can’t, a 50% lock-out fee applies.

Cancellations & Rescheduling

  • We ask for at least 24 hours’ notice to avoid fees.
  • Same-day cancellations are charged 100% of the service cost.

We stand behind our work. If something isn’t quite right, we can arrange a re-clean of the affected area. Quick walkthroughs during the visit help ensure everything meets your expectations.

We use professional-grade, mostly eco-friendly products whenever possible. For tougher buildup or grease, stronger products may sometimes be needed to achieve the best results.

 

If you have any specific preferences or special requests, please leave us a note when booking.

 

Whenever possible, we prefer to use your vacuum to minimize cross-contamination. If needed, we’re happy to bring ours.

Some things are outside our standard service:

 

  • Biohazards (blood, mould, bodily fluids)
  • Large amounts of trash or debris
  • Pet waste or heavily soiled carpets
  • Inside appliances (washers, dryers, dishwashers)
  • Pest-related messes (insects, rodents, droppings)
  • High or hard-to-reach areas
  • Fully stocked fridges/freezers
  • Dishes, diaper pails, delicate glass
  • Light bulbs, chandeliers, fireplaces, fly screens, ceilings, ceiling fans
  • AC vents, units, filters
  • Grout & silicone repairs
  • Odour removal
  • Embedded pet hair in carpets
  • Mineral deposits (e.g., toilet stains)
  • Moving furniture or appliances
  • Changing bed linens, scrubbing walls or baseboards

 

Extra services such as carpet or tile/grout cleaning are separate; quotes are available.

We handle your home with care, but cannot be responsible for unstable items (pictures, wobbly objects, floating shelves).
Clients are responsible for fragile or high-value items.
If an item is accidentally broken, we cover up to $100 per item or verified replacement cost. Please keep the broken item for inspection.

We may be able to visit homes outside the North Shore, depending on availability. Please note that a travel fee may apply.

Bringing a subtle touch of magic to every clean, leaving your space welcoming and comfortable.

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