How can we help?

Help & FAQs

Getting Started

How do I create a Canadian Home Cleaners Account?

You can create your own online account by clicking the “login” button on our website and then clicking “sign up”. Use your email address and create a password.

Do you service my area?

If you’re in the greater Ottawa area, the answer is yes! We are also starting to expand into other markets, so if we don’t service your area yet we will soon!

How much will it cost?

A million bucks! No, just kidding simply enter the number of bedrooms and the number of bathrooms on our Book now page, and you will see the price on the right hand side.

Are supplies included?

Absolutely. We bring all of our own supplies, everything that is needed to complete our master cleaning checklist. We do ask that homeowners supply their own vacuum when possible simply due to cross-contamination. It’s much harder to disinfect a vacuum than mops & rags.  *If you absolutely don’t have a vacuum, let us know and we can definitely supply one.

Can I request special tasks or extras?

You simply write in what you would like done in the additional details box on the booking page.

Manage Your Account

How do I log into my account?

You can login to your online account by clicking the “login” button on our website, and sign in using your email and the password you created.

How do I change my password?

Click the “login” button on our website, then click forgot password and follow the instructions.

How do I change my address?

Login or create your online account by clicking the “login” button, and sign in using your email and the password you created, and edit the “booking details”.

How do I change my credit card?

Login or create your online account by clicking the “login” button, and sign in using your email and the password you created, and edit the “booking details”.

How do I book my first appointment?

You simply input the number of bedrooms and bathrooms, tell us how to find your home, how to contact you and then click book.

Pricing

How can I use my discount code?

On the booking page, simply enter your discount code into the box below “Discount Code” and click “Apply”. You will see your discount amount deducted from the total.

When am I charged for the service?

A hold will be placed on your card the night before the service.  We charge the credit card only once the service has been completed

How many hours will my cleaning take?

Each house is unique but we always make sure to allot enough time to provide a quality, thorough service.

Our estimates represent “total man hours”. Eg. An 8-hour estimate would take 1 cleaner 8 hours or 2 cleaners 4 hours.

What if I have Pets?

We love pets too, but they do make our job a little more difficult. Please select if you have/had any cats or dogs living in the home and how many. They don’t increase the price by much.

Do I need to be home for my cleaning?

That is totally up to you. Most customers like to head out while we work and then come back to a sparkling home, however it’s not mandatory. You can be home while we work as well.

What if my house is empty?

With our move cleans, we’ve taken it into account that not everything on our checklist applies (i.e. making beds, dusting picture frames) since generally the places are empty. But our move cleans are quite a bit more intensive since we’re getting inside the kitchen cabinets, wiping all the baseboards as well as inside and outside of all the appliances, mopping corner to corner etc. But rest assured, we have definitely factored this in.

What if more time is needed?

Our time estimates are generally very accurate, however there are situations where additional labour hours may need to be added (i.e. larger than average size home). We will contact you before adding hours in order to discuss how you (the customer) would like to move forward. *Additional labour hours are added at a discounted rate of $30/hour.

Trust & Safety

Can I trust my cleaning professional?

Absolutely!  All of our cleaners are thoroughly vetted, receiving background checks, in person interviews, reference checks and test cleans.

What happens if something goes wrong during my appointment?

In the off chance something goes wrong during your appointment, first speak with your cleaner with about your concern. If the matter isn’t resolved, definitely contact us directly.

Is my billing information kept safe and secure?

Yes. We take your information privacy very seriously, all of your information goes through a 256 bit encryption process. So in other words, you have nothing to worry about.

Do the cleaning professionals go through a background check?

Yup. In order to become a cleaner with CHC, one must obtain an up to date police background check.

What is your 100% satisfaction guarantee policy?

On the rare occasion that you’re not fully satisfied with our services, we will send the same cleaner back to fix the places that were missed, for no additional cost. Our goal is to wow every single customer. If a re-clean is not possible, we will do our absolute best to work with you until we come to a solution that works for both parties.

What is your refund policy?

If something is not done to your expectations, please let us know. We’ll send a team out to make it right (within a 5 day window). If after our re-clean is completed and you’re still not happy with service, we may offer up to a full refund. If a re-clean is not possible, we will do our absolute best to work with you until we come to a solution that works for both parties.

How does the free re-clean work?

On the rare occasion you were not satisfied with the level of service you received, we will gladly send the SAME cleaner back to your home to fix only the places that were missed. *This is not an entire re-clean of the home. If for some reason you do not feel comfortable having the same cleaner come back, we will send a different cleaner for a maximum of 2 hours.

Types of Service

What’s Included in a Standard Cleaning?

When booking a Standard Clean simply input the # of bedrooms and # of bathrooms. Our standard cleaning includes everything listed below, however if you’d like any of the additional add-ons, please select those as well.

Standard Cleans Include:

    1. Vacuuming and mopping of floors, dusting, and garbage removal in all spaces
    2. Kitchen – surface clean of counters, sink, and stove
    3. Bathroom – surface clean of toilet, sink, tub/shower, mirrors
    4. Additional tasks may be requested in the booking notes, but cleaners have the discretion to not do dishes, make beds or clean/fold laundry and additional labour hour charges may apply.

      Additional Add-ons: Inside Oven, Inside Fridge, Inside Cabinets, Inside Windows/Blinds, Wall Wash, Laundry

What’s Included in a Move Clean?

When booking a Move Clean simply input the # of bedrooms and # of bathrooms and select “move clean” add-on. By selecting the move clean extra it includes everything listed below, however if you would like any of the additional add-ons please select those as well.

Move Clean Includes:

    1. Vacuuming and mopping of floors, dusting, and garbage removal in all rooms
    2. Kitchen – deep scrub of counters, sink, stove, behind oven and fridge (if removed prior to cleaning), inside microwave, inside/outside fridge, inside oven, inside and outside of cabinets, spot clean walls
    3. Bathroom – mirrors, inside and outside cabinets, deep scrub of toilet, sink, and tub/shower, spot clean walls
    4. Spot clean baseboards, walls and light fixtures
    5. Cleaning furniture or moving under furniture is not included as it’s expected there will be no furniture in the space. 6. Additional labour hour charges may apply if furniture cleaning is required.
    Additional tasks may be requested in the booking notes, but cleaners have the discretion to not do dishes, make beds or clean/fold laundry and additional labour hour charges may apply.

    Additional Add-ons: Inside Windows/Blinds, Wall Wash, Carpet Cleaning

What’s Included in a Deep Clean?

When booking a Deep Clean simply input the # of bedrooms and # of bathrooms and select “deep clean” extra. By selecting deep clean it will include everything listed below, however if you would like any of the additional add-ons (listed below), please select those as well.

Deep Clean Includes:

1. Vacuuming and mopping of floors, dusting, and garbage removal in all rooms
2. Kitchen – deep scrub of counters, sink, stove, behind oven and fridge (if removed prior to cleaning), inside microwave, outside of cabinets, spot clean walls
3. Bathroom – mirrors, outside cabinets, deep scrub of toilet, sink, and tub/shower, spot clean walls
4. Spot clean baseboards, walls, light fixtures, vacuum under furniture, vacuum furniture in all rooms, garbage cans sanitized
5. Additional tasks may be requested in the booking notes, but cleaners have the discretion to not do dishes, make beds or clean/fold laundry and additional labour hour charges may apply.

Additional Add-ons: Inside Oven, Inside Fridge, Inside Cabinets, Inside Windows, Wall Wash, Laundry