How can we help?

Help & FAQs

Getting Started

How do I create a CleanersMaids Account?

Once you have completed your first booking you will be asked to create a new account. Answer a few questions and confirm your email address and you’re all set!!

Do you service my area?

                                                                  We currently service Calgary and the surrounding areas, including  Airdrie, Black Diamond, Bragg Creek, Canmore, and Harvie Heights, Carstairs, Chestermere, Cochrane,  Foothills MD, Heritage Pointe, High River, Okotoks, Priddis Greens, Rocky View MD, Strathmore, Langdon, Conrich, De Winton, & Bearspaw

 

What is not included in a standard cleaning?

There are a few things we don’t do as part of our cleaning service:

  •  Replaceable Blind Cleaning (the low-cost plastic white ones) these are very hard to clean
  •  Pick Up, Moving or Remove Clutter (5 or more items in any given area ie: Books, Boxes, Mail, Papers, Cloths, & Trash etc.) We are not a moving company
  •  Exterior Windows, and High Reaching Windows
  •  Heavy Lifting over 25 lbs ( Insurance Requirements by law)
  •  Cleaning of Bodily fluids such as blood, feces, vomit, infectious areas, mold, toys, pet waste (feces), or other bio-hazards (we do clean minor areas in bathrooms) Please ask for a licence Biohazard Technicians that might be available on site. ***Note***Prices on biohazard can be very high & costly.
  •  Step Higher than 3 steps on a ladder ( Insurance Requirements by law)
  •  Shopping & Errands – you have to hire a concierge for this.

Do you bring your own cleaning supplies, products and equipment?

Yes. Everything is brought with us. That means you don’t have to worry about remembering to buy or put out any supplies. We can even use eco-friendly solutions as an add-on. We also transport all tools and supplies to your home, with the cleaning team, for each cleaning. We use products that are safe for all finishes, including marble counters and hardwood floors. If you prefer cleaning product that you’d like for us to use, please leave it out for the team on the day of service.

What is included in a Regular/Standard/Basic cleaning process?

This includes dusting, vacuuming, sweeping and mopping the floors in all rooms. All Window sills and window tracks cleaned, All baseboards dusted and wiped down, doorknobs, doorframes and doors wiped. Light switches wiped, all garbage is emptied.  Cleaning the kitchen, including wiping/cleaning down appliance exterior (stovetop, oven, range hood, fridge, microwave, dishwasher, microwave, toaster, coffee maker etc), countertops and shelves dusted and/or wiped, sinks and backsplash washed, tables and chairs dusted and/or washed, garbage emptied. Cleaning the bathroom sink cleaned and sanitized, bathtub, shower walls and glass doors scrubbed/cleaned and sanitized, toilet cleaned and sanitized inside and out. Mirrors shined/cleaned, cabinet fronts cleaned, countertops and shelves dusted and /or wiped, all surfaces dusted. Cleaning bedroom, all surfaces dusted, carpet and area rugs vacuumed, hard surface floors vacuumed and damp mopped, light organizing, beds made, mirrors shined/cleaned.  Other Living areas, all surfaces dusted, carpet and area rugs vacuumed, upholstered furniture vacuumed, cushions and pillows fluffed and straightened out, glass tables cleaned & Light organizing.  Please see – STEP 4: SELECT EXTRAS (“Adds extra time”), for more needed cleaning services.

Do I have to be home during the cleaning service?

No, You do not have to be home.

Manage Your Account

How do I log into my account?

You may log into your account by clicking ‘sign in’ at the top or bottom of the page. You may also create a new booking and sign in at the confirmation window.

How do I change my password?

To change your password log into the customer portal and access the drop-down menu by clicking on the person icon in the top right corner. From there select ‘change password’ and enter your old password along with the new password.

How do I reset my password?

To reset your password access the sign in page and choose the forgot password link at the bottom. Enter the email address you registered with and an email will be sent to you with instructions on resetting your password.

How do I change my address?

To change an address log into the customer portal and access the drop-down menu by clicking on the person icon in the top right corner. From there select ‘manage addresses’ and add or remove addresses in your customer profile.

How do I change my credit card?

To change a credit card log into the customer portal and access the drop-down menu by clicking on the person icon in the top right corner. From there select ‘billing info’ and add or remove credit cards in your customer profile.

How do I book my first appointment?

Our booking page has a few simple steps about your home and the service you require, highlight any extras, and proceed to payment details. If you prefer to speak to one of our customer service agents over the phone we are more than happy to serve you @ 1-888-477-8870 you may also reach us faster on your mobile app “phone icon” and “chat bot” if you prefer faster service.

Pricing & Policies

How much will it cost?

Our pricing is built into our booking page and price according to size and estimated time and other factors that may arise,  simply select the service and extras you wish to purchase and an exact price is displayed with NO HIDDEN FEES!

 

 

Can I combine discounts?

Discount codes can not be combined, but we will always strive to do our best to give you the best rate possible. Please be sure to look out for new offers daily.

Can I trust a cleaning professional?

Absolutely! Our employees are carefully selected and vetted through our hiring process.

Can I request special tasks or extras?

Yes! We offer a wide variety of extras that can easily be applied to your booking. If what you need is not available as an add-on please contact us @ 1-888-477-8870 and we will do our best to accommodate. Please see STEP 4 SELECT EXTRAS “adds extra time” information on our booking form page

Are you bonded and insured?

Yes to both. CleanersMaids carries a $1 million general liability insurance policy. We also pay all WCB premiums and all of our employees are reference checked, policed checked, and legal to work in Canada. We can provide you with proof of all insurance & licenses upon request.

What if something valuable was broken when the maids cleaned my home?

Please call us within 24 hours if something was missed during your cleaning. We try very hard to please our clients, but sometimes we do make mistakes and accidents happen. We guarantee our services, so we will return or reservice to correct the problem at no additional charge. Again, we carry a $1 Million liability for any damages to your home that may have occurred.

Trust & Safety

What is your 100% satisfaction guarantee policy?

We Guarantee that you will be fully satisfied with our amazing cleaning and if for any reason that you are not satisfied with our cleaning service, we will come out for a re-service. Please let us know within 2 days if something is not up to your standards. Our cleaners are human, and mistakes do happen, but we will make it right to keep you as our client. We love our clients like our family. Let us know and we will fix the problem right away!

What is your refund policy?

Refund Policy only applies if our employees/ contractors missed some areas during their cleaning. Here are the situation or possibilities that could arise;

  1. They come to your place and they did the initial cleaning but missed something
  2. {You} the client was still not satisfied because an area was missed.
  3. We will then have to come back and re-service right away.
  4. {You} the client are still not satisfied (highly unlikely the second time around)
  5. Then we will offer you a refund based on the job employee has already done.
  6. A 10% refund is given to you the client is still not completely satisfied
  7. Please consider that the workers/cleaners have tried all avenues in remedying the situation.
  8. Time and other factors came in effects such as their gas, time and company admin time.
  9. We want to do our very best to give you 200% best in every aspect of our cleaning.
  10. Or simply call the office if an issue shall arise and we will guarantee that it is done properly.

Is my billing information safe and secure?

All our secure payment is SSL certified and you can not physically tamper with it. It authenticates a website’s identity and then encrypts information from the website to the server using SSL security technology. If you see a lock symbol (https)  on the search engine you pretty much tell it is safe. If you see an HTTP then you need to not send any forms of payments as this is not secured.   On top of that, any staff member with administration access to our system must pass a 2 step authentication process to log in.

Do the cleaning professionals go through a background check?

All of the cleaners we work with are required to supply a criminal record background check during the hiring process and this is a must and it’s a policy by Cleanersmaid. We believe in everyone’s safety.

Are you pet-friendly?

We absolutely love pets! We know how to love, respect and care for them. They are family to us. We’re a pet-friendly cleaning service, and we’d love to get to know your pets and even offer them some treats with your permission of course. That said, if you think your pet might get too curious for their own good, is protective, territorial or prone to sneaking out the front door, we ask that you keep them in a secure area for their safety. Just let us know.

Do you comply with all laws?

Yes. We must take all practicable steps to ensure that our staff are safe while they’re at work. In particular, we must take all practicable steps to:
1. Provide and maintain a safe working environment
2. Provide our staff with facilities for their safety and health while at work, and maintain these facilities.
3. Ensure that machinery and equipment are safe.
4. Ensure that our staff aren’t exposed to hazards when in the workplace or when they’re working near the workplace and under your control develop procedures for dealing with emergencies.

Extras

Finished basement – Please see Step 4: Select extras on our booking forms

Finished basements include all standard cleaning service tasks for all living areas within the basement. This does not include any crawl spaces or storage rooms. Basement bedrooms and bathrooms are separate and must be included in the bedroom and bathroom form. Please see our booking forms under STEP 4: SELECT EXTRAS “adds extra time” information.