Frequently Asked Questions


Are you insured?

Yes, all of our staff are bonded and insured. We offer a 100% satisfaction and worry free cleaning and maid services. Hazel Clean Maids is very careful with your belongings, but it is good to know that you are protected against loss or breakage while we clean your home.


Is Hazel Clean Maids cleaning service guaranteed?

We send highly-trained staff to your house, but occasionally mistakes happen. If you are not happy with the quality of work performed within your allotted time, let us know within 24 hours of our visit and we'll return and re-clean your area of concern for free.


Do I have to be at my home/office when the cleaning takes place?

No, you do not have to be at your home or office.  You decide what you are comfortable doing.  However, most of our clients choose to leave a spare key with us, which goes into our lockbox.


Will I have the same cleaner(s) for ongoing service?

Yes, we do our best to send the same cleaner(s) each visit.  However, occasionally there may be a change depending on illness, vacation or unplanned circumstances.


What if I need to change or cancel my cleaning?

If you wish to re-schedule or cancel a service, we ask that you give us 48 hours notice.


What is your service guarantee?

You want to know your house will be cleaned just the way you want it.  Moreover, we guarantee it every time.  If you are not satisfied, call us within 24 hours and we will come back and re-clean whatever is in question at no additional charge; the job is only finished when you are completely satisfied.


Do you provide the cleaning supplies?

Yes, we do.  We provide cleaning supplies including the cleaning products and wash cloths.  You may also choose to use your own cleaning supplies.


Do you provide cleaning equipments (such as vacuum, mop and broom)?

We recommend for sanitation and hygienic reasons that homeowners provide the vacuum, mop and broom.  However, if these pieces of equipment are not available, please let us know and we will provide these at no extra cost.


How do I prepare before the cleaning?

In order to give you the greatest value, we ask you to take a few minutes the night before to pick up clothing, toys and other household items.


What forms of payment do you accept?

As is industry practice, we accept payment at the time of service.  We accept Visa, Mastercard, personal cheques or cash.  Payment by credit card can be made securely through our website using Pay Pal.


Can I purchase your service for someone else?

Yes. We have a gift certificate program which allows you to give the gift of a clean fresh home to a friend or loved one. Our gift certificates are great ideas for weddings, birthdays, new moms and dads or just a very original way to say "I'm thinking of you."


Do you pay for referrals if I refer you?

Yes! You will receive a discount off your next cleaning when you refer us to someone who uses us for regular weekly, bi-weekly or monthly cleaning!


Do I have to sign a contract?

No.  Though many any of our clients choose to have our services on a regular (weekly, bi-weekly, monthly) basis, it is not mandatory to sign a contract.  


Do you charge hourly or flat rate?

We bill hourly as our staff are paid hourly.  For example if two (2) cleaners spent three (3) hours cleaning a home; it is billed as 6 hours (i.e. 2x3) of cleaning. Alternately, if 1 cleaner took 6 hours (i.e. 1 x6) to clean a home it is also billed as 6 hours of cleaning.

 

We also believe hourly billing is fairer for both our clients and staff as the time (number of hours) and cost to clean a home is dependent on a number of factors including the size of the home, the number of rooms, size of the rooms, the number of bathrooms, type of flooring, pieces of furniture, knicks knacks, pets, clutter, surface of countertops and floors, the number of people in the home and even the lifestyle of the homeowner (i.e. someone who is home occasionally versus someone who is home alot).

 


Contact us now for an estimate at 905-582-8410 or email us at contact@hazelcleanmaids.ca