FAQ
Frequently asked questions
- Do you clean window exteriors and second-story windows?
- Yes to exteriors. Second-story windows are doable from the outside if there's reasonable ladder access. We'll check with you when you reserve. Anything that genuinely needs scaffolding or rope work is outside our scope, and we'll tell you straight if that's the case.
- How is window cleaning priced?
- Per window, starting at $25. We confirm a firm total within 48 hours once you tell us roughly how many windows and where. Most homes land between $185 and $480. Counts, screens, frames, and accessibility all factor in. The price we send is the price you pay.
- What's included in a Standard clean?
- A top-to-bottom routine clean that keeps a home consistently fresh: kitchen surfaces, stovetop, exterior of appliances, and sink; bathrooms scrubbed (toilet, sink, tub/shower, mirrors); dusting of accessible surfaces; vacuuming carpets and rugs; mopping hard floors; and tidying visible clutter on flat surfaces. We focus on the spaces you live in every day. Inside-oven, inside-fridge, baseboards, and grout are part of Deep Cleaning rather than Standard. Tell us in the reservation notes if you'd like to add any of them.
- What if your cleaner doesn’t show up?
- No-shows on our side are our problem to fix. If your cleaner hasn’t arrived within 30 minutes of the confirmed arrival window, text or call us. We’ll do one of three things: get someone there the same day, reschedule to a time that works for you with a discount on the visit, or refund you in full if neither works. You shouldn’t have to chase us. That’s on us.
- What happens if your cleaner is late?
- We’ll text you when our cleaner is on the way with a realistic ETA. If we’re going to be more than 15 minutes past the confirmed arrival window, we let you know proactively. You shouldn’t have to wonder. Punctuality matters to us, and the courtesy of telling you when something has slipped is the minimum we owe you.
- Can the price change after the visit?
- No. The price you see in your confirmed quote is the price you pay. If we arrive and discover the home is materially different from what you described (an extra room, twice the dust we expected for a post-construction clean, hoarding-level conditions in what was booked as a Standard), we stop and call you before doing any extra work. You decide whether to add scope and at what price. No surprises on the invoice, ever.
- What if something is missed or damaged?
- For anything missed: tell us within 7 days of the visit and we come back to redo it, at no extra cost. No photo precondition, no 48-hour deadline, no arguing. Some competitors make you document everything within 48 hours with photos. We don’t. For damage: we’re liability insured to $2M. Tell us what happened, we’ll work it out. We won’t get defensive about it.
- Are your products safe for kids, pets, and asthma?
- Yes. We use plant-based, fragrance-light, low-VOC products by default, safe around pets and kids, and chosen so we don’t leave a chemical smell behind. If anyone in the home has asthma, severe allergies, or specific sensitivities (or you’d prefer we use products you already keep under the sink), tell us in the reservation notes. We can switch to your supplies for any visit, no extra charge. We bring all equipment (vacuums, mops, cloths) regardless.
- Do you use the same cloths for the bathroom and the kitchen?
- No. Never. We color-code our microfiber cloths by zone. The cloths used in the bathroom never touch kitchen surfaces, and the kitchen cloths never touch bathroom surfaces. Same rule for mop heads: bathrooms get their own, kitchens and living areas get their own. It’s a small operational detail that matters a lot for hygiene, and we wanted you to be able to ask.
- Do I get the same cleaner every time?
- Yes, by default. We assign you a cleaner who learns your home, your preferences, where you keep things, and any quirks (the cat who hides under the bed, the squeaky cabinet, the rug that needs lifting). If your cleaner is sick or on vacation, we tell you ahead of time and the substitute gets a full briefing from your file. Some larger companies rotate cleaners for scheduling efficiency. We don’t.
- How do you vet your cleaners?
- Every cleaner we work with goes through the same process before they enter a home: a criminal background check through Garda Canada, reference checks with at least two prior employers, and a two-clean paired trial with an experienced lead before they’re assigned solo. After that, ongoing training on technique and product safety. We’re new, so we’ve had to be deliberate about this from day one. There’s no legacy roster of people we skipped the checks on.
- Are you insured? For how much?
- Yes, commercial liability insurance up to $2 million, through [insurance carrier, to be named at launch]. Most cleaning companies in Montreal say “insured” without quoting a number; we’d rather tell you the number. If something is damaged during a visit, contact us right away and we’ll handle it through the policy.
- How do you access my home?
- Whatever works for you. You can be there to let us in, leave a key in a pre-agreed spot, share a lockbox or smart-lock code, or arrange access through your building’s doorman or concierge. We’ll confirm the method that suits you in the 48-hour confirmation message before the first visit. Whatever you choose, we treat access details as private and don’t share them outside the cleaner assigned to your home. Pets are welcome too. Mention them in your reservation notes so the cleaner knows what to expect.
- Can I reserve a one-time clean, or do I have to commit to recurring?
- One-time is completely fine. Many people start that way. If you’d like an ongoing rhythm, we offer weekly, bi-weekly, and monthly schedules. Bi-weekly or more frequent reservations receive 10% off the Standard rate from the second visit onward. That’s our recurring discount, applied automatically once you’ve confirmed the schedule.
- What is your cancellation and reschedule policy?
- You can reschedule any visit for free with at least 24 hours notice. Just reply to your confirmation email or text us. For shorter-notice changes, we’d rather have a quick conversation than enforce a rigid fee. We’re a new company and we know life happens (sick kids, plumbers running late, work trips). If late cancellations become a pattern, we’ll talk about it honestly. No traps.
- Where do you currently clean?
- During our launch we’re serving five central Montreal boroughs: the Plateau-Mont-Royal, Mile End, Outremont, Rosemont-La Petite-Patrie, and Villeray-Saint-Michel-Parc-Extension. If you’re just outside that footprint, reserve anyway and tell us where you are. We’re expanding by demand, and demand from a neighbourhood is the fastest way we add it to the list.
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