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!

What’s included in a standard cleaning?

Every standard cleaning goes through our 48 point checklist, which you can see here.

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.

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

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 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 will 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 & Service Type

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

What’s the difference between a Standard clean & a Deep clean?

Great question! A standard cleaning goes through our 48 point checklist where as a deep clean goes through our 57 point checklist which involves more detail and elbow grease. Some of the things that are included on a deep clean are – inside window tracks, vacuuming couches and chairs, as well as scrubbing baseboards and finger prints on walls.

We usually suggest selecting a deep clean if your home has not been professionally cleaned within the past year, then we switch you to a standard clean from there on out.

What’s the difference between a Deep clean and a Move clean

Glad you asked!  A deep cleaning goes through our 57 point checklist where as a move clean goes through our 70 point checklist which involves more detail and elbow grease. Some of the things that are included on a move clean are – inside the fridge, inside cabinets and drawers, baseboard detailing, and more!

What extras do I select for a move clean?

When booking any type of move clean we ask that you select the “move-in/move out” extra as well as the “inside the oven” *if applicable. The only other extra that would be required is “finished basement” *if applicable.

What extras do I select for a deep clean?

When booking a Deep Clean we ask that you simply select the “deep clean” extra (This includes the inside the fridge and inside the window tracks).

The other extras that you would have to add is “inside the oven”, “load of laundry”, “inside cabinets”, and “finished basement” *if/when applicable.

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.

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 a cleaner back for free to make sure you’re happy.

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 7 day window). If after our re-clean is completed and you’re still not happy with service, we offer a full refund.