FREQUENTLY ASKED QUESTIONS Q. Who will be cleaning, my home? A. We attempt to send the same team of professional cleaners, each time we clean your home, sometimes due to illness, vacations or other reasons we have to substitute another member of staff. Q. Do I need to purchase any special supplies or equipment? A. No, your cleaning team will bring everything with them. If you do have any of your own preferred products, please let us know and we will be happy to use them. Q. Do I have to be home when the maids come? A. It is not necessary for you to be home, all of our staff are fully insured and bonded for your peace of mind. For ease of access we request that you provide us with a key. If you do not provide us with a key and we cannot access your home for a scheduled appointment, you may incur a lockout charge. Q. Where is my key kept between appointments? A. Your key will be tagged with a code for our reference, it is not identified with your name or address. The key is given to your cleaning crew on the day of the cleaning and returned to the office where it is kept secured between appointments. Q. What should I do about my security system? A. We suggest that you program a separate code for us. Q. What happens if my regularly scheduled cleaning falls on a statutory holiday? A. We will contact you to reschedule your appointment. We will endeavor to accommodate your needs when rescheduling. Q. How do I pay for the service? A. Payment is due on the day of cleaning, we accept cheques, cash. Q. What if I need to change my cleaning appointment? A. Not a problem, we ask that you give us 48 hours notice so that we can adjust our schedule. Q. What time will the cleaning crew get the my house? A. Our regular workdays are from 8:00am to 5:00pm, unfortunately it is not always possible to give an exact time of arrival (some jobs run over or traffic is a problem) but we will make every effort to ensure that we arrive as close to the booked time as possible, if the maids are delayed by more than 30 minutes we will call you. Q. What if something is damaged when my home is being cleaned? A. Although we take the upmost care when cleaning your home, sometimes accidents do happen. If breakage or damage happens as a result of our cleaning we will make every effort to have the item repaired or replaced if repairing is not possible. Insurance claims will be filed when necessary. Q. What do I need to do before the cleaning? A. Nothing, the maids are quite willing to tidy as well as clean but if you would prefer that they use their time more efficiently you could pick up any clothing, toys etc. before they come. * If you have any questions which are not answered here please feel free to call us!
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