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FAQ

Your Questions Answered: Everything You Need to Know About Our Cleaning Services

  • What is OC Guarantee?
    Our Kelowna Luxury Home Cleaning Services guarantee We guarantee that our cleaning services will meet or exceed your expectations, or your money back. We guarantee that our cleaners will arrive on time, or your next cleaning is free. We guarantee that all of our cleaning products and equipment are safe and environmentally friendly. We guarantee that all of our cleaners are fully trained, insured, and bonded. We guarantee that we will treat your home and belongings with the utmost care and respect. We guarantee that we will always communicate with you in a clear and professional manner. We guarantee that we will use the best cleaning techniques and products to ensure a deep and thorough clean. We guarantee that we will never cut corners or rush through a cleaning job. We guarantee that we will follow any special instructions or requests you may have for your cleaning. We guarantee that we will always be available to answer any questions or concerns you may have about our services.
  • Do you bring your own cleaning supplies?
    Yes, at OptimaClean, we bring our own cleaning supplies and equipment to every cleaning appointment. Our team of cleaners uses professional-grade cleaning products and equipment to ensure that your home is thoroughly cleaned and disinfected. We use eco-friendly cleaning products whenever possible, and we are always happy to accommodate any special requests you may have for your cleaning supplies. If you have any questions or concerns about the cleaning supplies we use, please don't hesitate to let us know.
  • Do I need to be home while you are cleaning?
    No, you do not need to be home while we are cleaning. At OptimaClean, we understand that you have a busy schedule, and we are happy to work with you to find a cleaning time that is convenient for you. Many of our clients prefer to schedule their cleaning appointments while they are out of the house, so that they can come home to a sparkling clean home. If you prefer to be home during your cleaning appointment, we are more than happy to accommodate that as well. We will work with you to find a cleaning schedule that meets your needs and preferences.
  • How do you handle key exchange?
    At OptimaClean, we understand that your home is your sanctuary, and we take great care to ensure that your privacy and security are always protected. When it comes to key exchange, we offer several options to ensure that your key is safely and securely exchanged with our team. Option 1: You can provide us with a spare key to your home, which we will securely store in a locked key safe. Only authorized team members will have access to the key safe, and your key will be returned to the key safe immediately after your cleaning appointment. Option 2: You can arrange to be home during your cleaning appointment, and let our team members in and out of your home as needed. Option 3: If you have a smart lock system installed in your home, you can provide us with temporary access codes that we can use to enter your home during your cleaning appointment. Whichever option you choose, you can rest assured that your privacy and security are our top priorities. If you have any questions or concerns about key exchange, please don't hesitate to let us know.
  • What if I have pets in my home?
    At OptimaClean, we understand that pets are an important part of your family, and we are happy to work around your furry friends. Our team of cleaners is experienced in working with pets, and we take every precaution to ensure their safety and comfort during our cleaning appointments. If you have pets in your home, we recommend that you let us know ahead of time so that we can take any necessary precautions. For example, if you have a nervous pet, we may recommend that they be kept in a separate room or area of your home during the cleaning. We are also happy to work around any pet supplies or toys that may be in the way during our cleaning. If you have any specific requests or concerns about cleaning around your pets, please don't hesitate to let us know. We will work with you to ensure that your pets are happy, safe, and comfortable during our cleaning appointment.
  • How soon in advance do I have to schedule?
    At OptimaClean, we understand that life can be busy, and sometimes unexpected situations arise that require a last-minute cleaning appointment. That's why we offer flexible scheduling options to meet your needs. Ideally, we recommend that you schedule your cleaning appointment at least 48 hours in advance to ensure availability. However, we understand that sometimes you may need a cleaning appointment sooner than that. If you need a last-minute cleaning appointment, we will do our best to accommodate your request based on our availability. For regular cleaning appointments, we recommend scheduling in advance to ensure that you can reserve your preferred date and time. You can schedule your cleaning appointments on a weekly, bi-weekly, or monthly basis, depending on your needs and preferences. If you have any questions or concerns about scheduling your cleaning appointment, please don't hesitate to let us know. We are always happy to work with you to find a scheduling option that meets your needs.
  • Do I need to sign a contract?
    At OptimaClean, we understand that every client is unique, and that's why we offer flexible service options that can be tailored to your individual needs. We do not require our clients to sign a contract for our cleaning services. Instead, we offer a simple and straightforward service agreement that outlines the scope of our services, pricing, and payment terms. This agreement is designed to provide transparency and clarity for our clients, and to ensure that both parties are on the same page regarding the terms of our services. Our service agreement is a one-time agreement that covers all of our cleaning appointments. If you have any questions or concerns about the agreement, we are happy to review it with you and answer any questions that you may have. At OptimaClean, we believe that our exceptional service and attention to detail speak for themselves, and we are confident that you will be satisfied with our services.
  • What if there are no keys or the code doesn't work?
    In the event that there are no keys provided or the code does not work, we will contact you immediately to resolve the issue. You may need to provide a new set of keys or a working code to gain access to the property. We will not be able to proceed with the cleaning service until access is granted. If the cleaning service is cancelled due to the lack of access, you may be subject to a cancellation fee as outlined in the service agreement.
  • What if I need to cancel or reschedule my cleaning?
    Our cancellation and rescheduling policy is designed to ensure that we can maintain our high standards of service while also providing our clients with flexibility. We understand that sometimes unforeseen circumstances may arise, and we strive to be as accommodating as possible. However, to ensure that we can continue to provide our clients with the highest level of service, we have established the following policies: Cancellation Policy: If you need to cancel your cleaning service, please provide us with at least 24 hours' notice. If you cancel your cleaning service less than 24 hours before the scheduled time, we may need to charge a cancellation fee of up to 50% of the total service cost. If our cleaning staff arrives at your home and is unable to complete the cleaning service due to no fault of their own, we may need to charge a cancellation fee of up to 50% of the total service cost. Rescheduling Policy: If you need to reschedule your cleaning service, please provide us with at least 24 hours' notice. We will do our best to accommodate your request for a new cleaning date and time that works for you and our schedule. If you reschedule your cleaning service less than 24 hours before the scheduled time, we may need to charge a rescheduling fee of up to 50% of the total service cost. If our cleaning staff arrives at your home and is unable to complete the cleaning service due to no fault of their own, we may need to charge a rescheduling fee of up to 50% of the total service cost. We appreciate your understanding and cooperation in adhering to our cancellation and rescheduling policies. If you have any questions or concerns, please don't hesitate to reach out to us.
  • What if I'm not satisfied with the service?
    At OptimaClean, we take pride in delivering exceptional cleaning services to our clients. If for any reason you are not satisfied with the quality of our service, we encourage you to contact us as soon as possible. Our customer satisfaction is our top priority, and we will do everything in our power to address any concerns or issues you may have. We offer a satisfaction guarantee, which means that if you are not satisfied with any aspect of our service, we will work with you to make it right. We will send our cleaning staff back to your home to re-clean the areas that were not up to your satisfaction at no additional cost. We strive to maintain open and clear communication with our clients, so we encourage you to reach out to us with any concerns you may have. Our goal is to ensure that you are completely satisfied with our service, and we will work tirelessly to achieve that goal.
  • What is your availability?
    At OptimaClean, we strive to be as flexible as possible with our scheduling to accommodate the needs of our clients. We offer cleaning services seven days a week, and our hours of operation are from 9:00 am to 6:00 pm. We understand that our clients may have busy schedules, so we offer flexible scheduling options. You can schedule a cleaning service for a one-time visit, weekly, bi-weekly, or monthly recurring service. We also offer custom scheduling options to meet your specific needs. To ensure that we can accommodate your preferred cleaning schedule, we recommend scheduling your cleaning service in advance. This allows us to make the necessary arrangements to ensure that we have the staff and resources available to provide you with exceptional service. However, we understand that emergencies and unexpected events can occur, so we also offer same-day and next-day cleaning services, subject to availability.
  • Do you need to visit my home to provide me with a quote?
    At OptimaClean, we provide our clients with free and customized quotes for our cleaning services. In most cases, we can provide a quote over the phone or through email by asking a few questions about the size of your home, the number of rooms, and the type of cleaning services you require. However, for larger or more complex projects such as post-construction cleaning or move-in/move-out cleaning, we may need to visit your home to provide an accurate quote. During the visit, we will assess the cleaning requirements and provide you with a detailed quote based on the scope of work. We understand that our clients may have busy schedules, and we strive to make the quote process as convenient as possible. If you prefer, we can schedule a virtual consultation via video call, or you can provide us with photos or a video tour of your home, and we can provide a quote based on that information.
  • What happens if the cleaners can't get in?
    At OptimaClean, we understand that sometimes unforeseen circumstances may arise, and our cleaners may not be able to gain access to your home. If our cleaners are unable to enter your home at the scheduled cleaning time, we will make every effort to contact you to determine the reason for the access issue and to find a solution. If we are unable to reach you, we will wait for 15-30 minutes after the scheduled cleaning time, depending on the circumstances. If we still cannot gain access to your home, we may need to reschedule your cleaning appointment. We ask that you provide us with accurate and up-to-date access instructions, including any codes, keys, or other access details, to ensure that our cleaners can access your home on the scheduled cleaning day. If you need to change access instructions, please let us know as soon as possible to avoid any access issues.
  • Do you use eco-friendly cleaning products?
    Yes, at OptimaClean, we prioritize the health and safety of our clients and our cleaners, as well as the environment. That's why we offer eco-friendly cleaning products as an option for our clients. We understand that some clients may have sensitivities to traditional cleaning products, or may simply prefer to use more natural, eco-friendly products in their homes. We are happy to accommodate these requests and offer green cleaning solutions. Our eco-friendly cleaning products are just as effective as traditional cleaning products, and they are safe for use around children, pets, and individuals with allergies or sensitivities. We are committed to using products that are safe and effective, while also minimizing our impact on the environment.
  • What does your quality control system look like?
    At OptimaClean, we have a rigorous quality control system to ensure that every cleaning meets our high standards. First, we start by thoroughly training our cleaners on our cleaning processes and procedures. This ensures that they have the skills and knowledge they need to deliver consistent and high-quality cleaning services. We also conduct regular quality checks on our cleaners' work. Our supervisors will visit the job site to review the cleaning, ensuring that all tasks have been completed to our standards. In addition, we encourage feedback from our clients. We send out customer satisfaction surveys after each cleaning to get feedback on the service and to address any concerns or issues. We take this feedback seriously and use it to improve our services. If any issues are identified, we take immediate action to address them. We will work with the client to resolve the issue and make sure that they are completely satisfied with the cleaning. Overall, our quality control system is designed to ensure that every cleaning meets our high standards and that our clients are completely satisfied with the service they receive.
  • What type of payments can I use for my cleaning visits?
    We offer various payment options for your convenience. We accept credit cards (Visa, Mastercard, American Express), debit cards, and electronic funds transfer (EFT). You can securely store your payment information in our system for easy and quick payments. For regular ongoing cleaning services, we can set up automatic recurring payments, so you don't have to worry about making payments each time. If you prefer to pay by cash or cheque, we can accommodate that as well. We will provide you with an invoice, and you can make the payment at the time of service. Our goal is to make the payment process as convenient as possible for you. If you have any questions or concerns about payment options, please don't hesitate to contact us.
  • Are you Insured, Licensed, and Bonded?
    Yes, we are fully insured, licensed, and bonded. Our company takes pride in providing our clients with the highest level of professionalism and peace of mind. We understand the importance of trust and accountability when it comes to allowing someone into your home and handling your belongings. Our insurance policy protects our clients in the event of accidental damage or injury that may occur during the cleaning process. Our licensing ensures that we are operating in compliance with all relevant laws and regulations, while our bonding provides additional financial protection in the rare event of theft or dishonest acts. You can rest assured that our team of cleaning professionals is qualified, trustworthy, and dedicated to providing you with exceptional service. If you have any further questions or concerns regarding our insurance, licensing, or bonding, please don't hesitate to ask.
  • Do I have the same cleaner at each visit?
    We make every effort to provide you with the same cleaner for each visit. We understand the importance of building a relationship of trust and familiarity between you and your cleaner, and we believe that consistency is a key factor in achieving this. However, there may be times when your regular cleaner is unavailable due to illness, vacation, or other reasons beyond our control. In such cases, we will do our best to provide you with a replacement cleaner who has been trained to our high standards and is fully equipped to handle your cleaning needs. If you have any special requests or preferences regarding the cleaner who comes to your home, please let us know and we will do our best to accommodate your needs. We want you to be completely satisfied with the service you receive from us, and we will work hard to ensure that you have the best possible experience.
  • Do I need to do anything to prepare for my cleaning visit?
    It is not required, but it is helpful if you can tidy up any clutter before our cleaners arrive, so they can focus on deep cleaning and not organizing. Additionally, if you have any specific requests or areas of your home that you would like us to focus on, please let us know in advance. Other than that, you do not need to do anything to prepare for your cleaning visit. Our professional cleaners will bring all the necessary cleaning supplies and equipment with them.

Billing & Pricing

Transparent Pricing and Hassle-Free Billing: Your Satisfaction Guaranteed

Payments Accepted

We offer various payment options for your convenience. We accept credit cards (Visa, Mastercard, American Express), debit cards, and electronic funds transfer (EFT). You can securely store your payment information in our system for easy and quick payments.

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For regular ongoing cleaning services, we can set up automatic recurring payments, so you don't have to worry about making payments each time.

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If you prefer to pay by cash or cheque, we can accommodate that as well. We will provide you with an invoice, and you can make the payment at the time of service.

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Our goal is to make the payment process as convenient as possible for you. If you have any questions or concerns about payment options, please don't hesitate to contact us.

Cancellation and Rescheduling Policy

Our cancellation and rescheduling policy is designed to ensure that we can maintain our high standards of service while also providing our clients with flexibility. We understand that sometimes unforeseen circumstances may arise, and we strive to be as accommodating as possible. However, to ensure that we can continue to provide our clients with the highest level of service, we have established the following policies:

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Cancellation Policy:

  • If you need to cancel your cleaning service, please provide us with at least 24 hours' notice.

  • If you cancel your cleaning service less than 24 hours before the scheduled time, we may need to charge a cancellation fee of up to 50% of the total service cost.

  • If our cleaning staff arrives at your home and is unable to complete the cleaning

  • service due to no fault of their own, we may need to charge a cancellation fee of up to 50% of the total service cost.

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Rescheduling Policy:

  • If you need to reschedule your cleaning service, please provide us with at least 24 hours' notice.

  • We will do our best to accommodate your request for a new cleaning date and time that works for you and our schedule.

  • If you reschedule your cleaning service less than 24 hours before the scheduled time, we may need to charge a rescheduling fee of up to 50% of the total service cost.

  • If our cleaning staff arrives at your home and is unable to complete the cleaning service due to no fault of their own, we may need to charge a rescheduling fee of up to 50% of the total service cost.

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We appreciate your understanding and cooperation in adhering to our cancellation and rescheduling policies. If you have any questions or concerns, please don't hesitate to reach out to us.

Satisfaction Guarantee

At Maid In Canada, we take pride in delivering exceptional cleaning services to our clients. If for any reason you are not satisfied with the quality of our service, we encourage you to contact us as soon as possible. Our customer satisfaction is our top priority, and we will do everything in our power to address any concerns or issues you may have.

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We offer a satisfaction guarantee, which means that if you are not satisfied with any aspect of our service, we will work with you to make it right. We will send our cleaning staff back to your home to re-clean the areas that were not up to your satisfaction at no additional cost.

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We strive to maintain open and clear communication with our clients, so we encourage you to reach out to us with any concerns you may have. Our goal is to ensure that you are completely satisfied with our service, and we will work tirelessly to achieve that goal.

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