FAQ
Can I get an estimate over the phone?
Yes, with the understanding that without actually viewing the home in its natural condition, we can only estimate how long it will take to clean your home. If we match your budget, we will do our best to clean your place within the conditionally estimated time.
Do I need to sign a contract for regular cleaning service?
The answer is no. You can use our service as long as you are happy with us.
How many people will clean my home?
Normally we send one person to clean your home. Please note that the minimum cleaning time required for each cleaning staff is 3 hours. This means, you should probably order a team of two only if you are booking for more than 6 hours.
Do you always send the same person?
While we always try to schedule the same cleaning person, you may occasionally see a new face. Situations like a schedule change, team member illness, vacation, or new team member training may make it necessary for us to send a substitution. However, we always do our best to send the same employee, who is already cleaned your place in the past.
Can I trust your staff?
We take great care in selecting people to join our team. Our employees are carefully chosen during the hiring process. We conduct a thorough background and reference check on each prospective employee.
What happens if the cleaner damages a furniture or a household appliance?
In the event that a furniture or a household appliance is damaged (scratched or broken) you have to report it within 24 hrs of the scheduled cleaning time. We will look into the matter to verify and establish if its really the cleaner who had caused the damage, and take appropriate actions to correct the situation.
What happens if I am not satisfied with the cleaning job?
In the event that you are not fully satisfied with our cleaning service, you have 24 hrs period to report your complaint. We advise that you check everything before the cleaners have left your place. That way if something isn't done properly, you can directly speak to the cleaners and correct the situation. Should you fail to report it within 24 hrs we no longer have any responsibility.
Do I need to provide cleaning products and/or equipment?
We ask you to provide vacuum cleaner, mop, broom, toilet brush, and a roll of paper towel. We bring all our cleaning products and use only Eco-friendly products that are good for both your family and your pets.
Do you clean windows?
We don't clean windows as window cleaning takes a lot of time, also we cannot clean as well as the window cleaning professionals. All our cleaning ladies unanimously said window cleaning takes most of their cleaning time. Most of our past complaints are from window cleaning therefore we had stopped cleaning windows.
Do you do laundry?
We will only launder towels and linens. We will not wash clothes, especially expensive clothings such as cashmere, silk, and pashminas. All our cleaning ladies unanimously said laundry takes significant amount of time. In case the clothings are ruined due to laundry, we shall not be held responsible for the damage. Most of our past complaints are from laundry therefore we had stopped providing laundry service.
What about my pets?
If you will not be home while we're cleaning, we do ask that you introduce your pet(s) to our staff on the first visit. Many of our customers also show our teams where the animal treats are located. Our employees are animal-friendly and are used to working around your pet(s).
Do I need to be home while you clean?
Many of our customers work during the day and enjoy coming home to a clean house after a long day. Most of our customers supply us with a key to their home or a code to enter through a garage. Your key is kept safely when not being used by our cleaners.
Can I hire one of your maids directly to perform cleaning or any other services?
We invest significant resources for recruiting, hiring, and training our employees in order to consistently provide the highest quality service to our clients. Our employees have entered into non-compete agreements which prohibit them from, among other things, providing services to our clients outside the scope of their employment with us. Should you wish to hire a current or previous employee for any home-related service outside of your relationship with our company, we charge a referral fee of $7,200. This fee is due within thirty days of notification from Toronto Eco Cleaning. We ask that you refrain from soliciting our employees directly.
How and when do I pay for the cleaning?
Payment is due at the end of the cleaning. Simply leave cash or check (please let us know in advance if you are paying by check) in an envelope, on your kitchen counter for our staff to collect.
What forms of payment do you accept?
We accept the following forms of payment: cash and personal checks (for regular customers only) and Interac e-transfer.
What if I need to cancel my appointment?
We understand that sometimes things happen beyond our control. We require at least 24 hours cancellation notice prior to a scheduled cleaning. There is a $90 late cancellation/lock-out fee for canceling or rescheduling a visit in less than 24 hours before the visit. The same fee applies if we are unable to gain access to your home.
(Please note that by ordering cleaning services from Toronto Eco Cleaning, you acknowledge that you have read and understood the terms of the company and therefore agree to all the policies listed on this website.)