Have a question?
Here are answers to the most commonly asked questions by our customers.
The Frequently Asked Questions are neatly arranged for your convenience. Simply click on the items below to access the respective questions and answers.
General & About Us
With Cleaning Hive Housekeeping, you’ll never have to worry about: finding your next great cleaner, rescheduling problems, or having enough cleaning solutions on hand – we take care of all that for you.
All Cleaning Hive Housekeeping cleaning appointments are backed by our 24-Hour Service Guarantee.
Cleaning Hive Housekeeping professionals will only bring cleaning supplies or equipment (vacuum) if you request it on the Booking Page.
Otherwise, you will have to provide cleaning supplies and equipment (vacuum).
If you have specialty products that you want to be used, please provide them and leave them out for the cleaners. If you need your floors swept, mopped, or vacuumed, leave a broom, mop, or vacuum out for the cleaner.
Also, you can click here to see a list of items to have on hand.
Cleaning Hive cleaners are only able to clean the inside of your home, and not outside windows, decks, or balconies.
Cleaners also do not clean garages or unfinished basements.
An exception can be made for cleaning the outside windows if the weather conditions permit and if the cleaner agrees in doing it.
For health and safety reasons our cleaners are not permitted to clean up bodily fluids, pet excrement, mold, hazardous chemicals, or deceased rodents/vermin.
We do not clean ceilings or areas outside of the reasonable reach of the cleaner ie., high walls, shelves, fixtures, or windows.
They also cannot provide junk removal services.
For liability reasons, we do not provide laundry services or wash dishes by hand.
When you book with us, we’ll let you know of all the times we have available. If those don’t suit your schedule, we’ll place you on a waitlist and contact you if that time opens up.
Being home or not being home – either work. If you’re not going to be home, please make arrangements for us to get into the home.
Some clients choose to hide the key in a safe place or leave it with a concierge so our cleaners can gain access. Also, if you’re not going to be home when we leave, please let us know how to lock up. For security reasons, we don’t keep copies of your keys.
How we Work
Yes, most of the time. However, we allow a one-hour window due to traffic and weather circumstances. In scenarios where your cleaner will be late, you will be contacted to let you know the ETA.
Yes, the minimum job length you can book is 2 hours.
Absolutely. You can change your schedule anytime you want from your Customer Portal.
Yes, you can! Visit your Customer Portal and you can add Extras to your booking.
Please ensure that if you are adding tasks such as cleaning the interior of the fridge or the interior of the stove, please have the appropriate supplies ready (If you didn’t select for the cleaner to bring their own supplies).
Only one cleaner is sent to your home for most of the jobs.
If your cleaning requires long hours (6+) we will try to send 2 or more cleaners to complete your job faster.
If there’s any part of your cleaning that you aren’t satisfied with, we’ll send someone back to fix the deficiencies at no cost to you or credit your account the difference as long as you let us know within 24 hours of your appointment completion.
Please note: the guarantee does not apply to move-in/out cleanings, or appointments where the timing has been lowered beneath the suggested time, or landlord/tenant scenarios.
Also, while we do offer the option for customers to provide their own cleaning supplies and equipment, it’s important that these items are sufficient and appropriate for the job. If the supplies or equipment you provide prove to be insufficient or the wrong type, the cleaner may not be able to perform the job properly and we cannot be held responsible for the results. The Satisfaction Guarantee does not apply in these situations.
Payment & Scheduling
All payments are made with either Visa, MasterCard, or American Express only.
Your cleaning is paid for on the day of the cleaning. A hold will be made on your card when the booking is made.
All payments are processed using a secure, SLL-encrypted, PCI-compliant system for maximum security.
Tipping is not required with your cleaning service, but if you are happy with the work and/or feel like they went above and beyond, they would appreciate any gratuity you felt was fair.
Tips can be added directly on the booking page or in the Customer Portal.
Also, your cleaning job would have a much better chance of getting accepted if the cleaners see a tip in it!
Because cleaning is subjective, we can’t offer refunds.
However, if your Cleaning Hive Housekeeping cleaner missed something that is in our service checklist, let us know within 24 hours of your appointment and we’ll send a cleaner back to re-clean at no cost to you! Read more about it in “What is the Satisfaction Guarantee?”.
If you need to cancel your appointment, let us know at least 48 hours prior to your appointment.
If you need to cancel or reschedule, let us know at least 48 hours prior to your appointment.
Canceling or rescheduling within 48 hours of your appointment is possible but there is a fee of $50.
If you cancel on the same day as the cleaning, 60% of the cleaning value will be charged as a cancellation/reschedule fee.
If you cancel 3 hours before cleaning or when the cleaning lady is out of your home, 100% of the cleaning value will be charged as a cancellation/reschedule fee.
Your cleaning is paid for on the day of the cleaning.
A hold will be made on your credit card when the booking is made.
It would never be our intention to break or damage anything. We have many procedural policies in place and take numerous precautions to prevent this from happening. However, during the normal course of cleaning a home, things can happen.
You may have experienced this yourself: a glass slips out of your hand in the sink, a vacuum cord catches the corner of a chair, etc. If we break or damage something in your home, we’ll do our utmost to rectify the situation without delay.
However, we do limit our liability to the value of the cleaning appointment for ANY claims you might have.
Also, please note that if you opt to have your laundry done, you assume all responsibility for any damaged clothing articles that may occur in the course of the laundry process.
Cleaning Hive Housekeeping does not cover the cost of faded, shrunken, discolored, or otherwise damaged articles of clothing.
Have more questions?
If so, please give us a call at (647) 558-7282 or send an e-mail to Contact@CleaningHive.ca.