You can learn more from our Asked Questions

No, You are not required to provide any supplies, cleaning products or a vacuum. The cleaners will have professional-grade products and supplies needed to complete the jobs required.
One of the best things you can do is make sure there is little clutter as possible. The cleaners will need access to surfaces to clean and if they are covered up by too much clutter they may be unaccessible. Make sure the floors are free and clear of items and debris. Communicate with your cleaner when they arrive (if you are home) a plan to make sure the cleaner has space to clean. Children, pets and other adults in the way can really hinder a job from being done in the best way possible. It can also be hazardous. Vacuum cords, cleaning products and supplies will be in the area with the cleaner and to mitigate accidents from happening, it is best to give them space. If you have any questions about how to better prepare, feel free to reach out and ask any questions at all!
We take bookings over the phone, sight unseen. In most cases the condition of the home is fairly represented for the estimate given. In some cases, there may be further work needed that was only able to be determined once the cleaner has arrived. It could be extra garbage removal for a move out, extra pet shed, more appliances than previously understood or a number of things. We will always reach out to you to discuss the further scope of work and any additional charges that may be applicable.
You are never required to sign a contract. We do however have service terms and conditions as well as a cancellation policy.
We require 24 hours' notice if you need to cancel or change any upcoming appointments. When you provide 24 hours' notice, there is no cancellation fee. If you provide less than 24 hours' notice, you will be charged a $50 cancellation fee. If you cancel your appointment the day of your service, or we can not gain access to into your home, you will be charged 100% of your appointment cost.
We accept most major credit cards, as well as E-Transfers. Our system will automatically generate a hold on funds paid via credit card (including Visa debit) the day before your booked services. This is merely holding funds aside and no funds have been removed or processed by your bank. The visa debit card holds will appear to be removed from your account, however, we assure you it has not. Your bank is holding it seperately for you until the charge has been processed for your cleaning service. This ensures the money is available for us to receive payment in full. E-Transfers will need to be received by the day before your appointment.

All of our team members are interviewed by the owners, are fully insured and pass a criminal record check. Our cleaners are all professionals and have a minimum of 2 years' worth of experience. We believe our team is our greatest asset, and therefore have very high standards. Only about 10% of those that apply end up working as an cleaner with Nataliem  Cleaning ltd.

The cleaners are paid by the job to complete the list/tasks assigned for each level of service requested. Cleaning by one person may take 2 hours while another person may take 3. We have tested both models of fees extensively and found the best and fairest way to charge is a flat rate. The cleaners will know exactly what they are being paid for the job and our clients will know exactly what the cost of the job will be. No surprises!
We have put alot of time and effort into researching fair market value for professional cleaning services in our area to come up with our rates. Our numbers are on par for the average cost of our professional competitors. Professional cleaning is a very labour intensive job that not only requires physical exertion, but years of experience and knowledge. It is very hard on the body, there is wear and tear on the cleaners' vehicles, and equipment. Insurance, and professional grade products are paramount and a necessity for providing proper service as well. Having these things provided are all in the best interest of both the client and cleaner. We strongly believe in paying cleaners a fair wage to do a proper job. A fairly compensated cleaner will be happier and provide a better service than someone who isnt making a fair wage. We would like to have the cleaners and our clients with us for a long time! Happy cleaners = Happy clients.
We are! However if your pet is unattended when we are entering or exiting the home, please have them put away or let us know if they are prone to escape or need to be put in a room while bringing in and taking out equipment. Keep in mind it is easier and more efficient to clean without your furry friends in the way.
Mistakes happen and cleaning can be subjective, but we guarantee nothing less than a flawless resolution to our mistakes. We offer a 24 hour satisfaction guarantee for those scenarios when you are not 100% happy with the cleaning services. So, how does the 24 hour 100% guarantee work? Let us try and fix the issue. If you are unsatisfied with your service, please let us know within 24 hours of the service in question and we will send a cleaner back to handle any issues, free of charge. No questions asked!
The cleaners do try their best to remove build-up on all surfaces. Please note however that some build-up is impossible to remove without damaging the surface and may not be able to be restored to a "like new" condition. The cleaners will try their best to remove as much as possible without damaging surfaces and managing time as well to focus on the other items in your home that need attention as well.
Absolutely! Contact us and we will work out all the details!

Weight: We have a 30lb weight limit for safety reasons. Moving smaller items like dining table chairs, small ottomans, etc., to clean under is perfectly OK. If you would like any heavier furniture or appliances cleaned under, you're welcome to move it and cleaners will be happy to clean under it upon request.

Height: There is a limit to a 2-level step stool MAXIMUM. Safety is of the utmost importance to us. Please keep in mind that in most cases, the tops of standard kitchen cupboards is the maximum limit of height. Some lighting fixtures may also be out of reach.

Clutter: Cluttered areas will be worked around to the best of the cleaners ability. The same goes for areas used for storage, like underneath beds and on top of cabinets.

Outdoor areas: The cleaners equipment isn't designed for cleaning outside surfaces such as patios, decks, rough concrete floors, unfinished basements, garages, exterior windows etc.

Pet Mess/ Bodily Fluids: This includes but is not limited to litter boxes, pet messes, bird guano, blood, feces, urine, vomit, and overflowed toilets. Cleaning bodily fluids (including that of furry friends) is something the cleaners do not do as it requires specific cleaning methods and training beyond the scope of what a residential cleaner can provide.

Mold: Some amount of pink/ orange mildew or even darker mold is common in some homes. Don't worry- the cleaners can clean small amounts of mold. Large amounts of mold in shower areas, on walls, etc can affect air quality and pose a health safety issue. The cleaners are not able to clean in rooms that are heavily affected by mold, or in homes with mold infestations.

Bugs: We apologize that we arent able to offer post-fumigation cleanings. We ask that any bug infestations or fumigation clean-ups are completed in their entirety before the cleaners can enter a home.

Fireplaces: The soot/ ash from the inside of a fireplace will damage equipment, especially vacuums. However, cleaning off the base in front of the fireplace is no issue at all.

Laundry: We do not offer any laundry services such as washing/ drying or ironing your items.

Other Items we do not clean: Inside of light fixtures, unreachable light fixtures, window screens, cloth blinds or drapes.

Items NOT included in your cleaning service: Inside of dishwasher, washing machine, dryer, inside of heat registers, anything requiring disassembly to clean or cleaning inside/ underneath your hood fan.

No moving vases, hung pictures, or other delicate items.

Removing excessive pet hair from upholstery.

Cleaning Mini Blinds. Our cleaners are happy to dust horizontal metal or plastic mini blinds, but we have found that they are easily bent or damaged if anything beyond dusting is attempted.

Removing strong odours (mould, animal waste, smoke, etc.) Again, we will do our best.

Heavy marks/stains on walls, baseboards, other painted surfaces. We don’t want to potentially damage your paint!

If there is something you do not see on this list, please feel free to ask!

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