ABOUT CLEANOLOGY

Which area in metro Vancouver do you service?

We are providing services for mainly Surrey, Vancouver, and surrounding areas including White Rock, Langley, New Westminster, Coquitlam, Burnaby, and Richmond. If you are wondering whether or not we can reach your area, simply give us a call and we will try our best to accommodate you.

What expectations should I have from your service?

At Cleanology, we believe that quality should always come first and it is much more important than competing on price. We're committed to providing our customers with the highest level of service possible by focusing on hiring, training, and keeping exceptional and amazing people who love their work and commit to their work quality. We are proud of our team and we are loved by our clients.

We are also constantly seeking better products, resources, and cleaning techniques to improve our work every single day. We stand behind our commitment to thorough, professional, and reliable services.

Can I trust your workers inside my house?

As the nature of our work, we do need to gain the access to your house and sometimes stay at your house when you are not even home, so we do know and understand the importance of having trustworthy and reliable people. We make sure that our employees are bonded and fully insured before sending them out to any work site. All of your personal and property access information is protected under our Non-disclosure contract will our workers.

What is the Online Quoting tool and is it accurate?

With our Online quoting tool, you can simply enter your property information as well as your cleaning requirement, the tool would give you an instant estimate of the time that we need to clean your house and the cost of your service. This will give you an idea of our price range excluding any Addons or special requests. If you proceed to send us an inquiry with your input, our team will reach out to you directly to clarify the information and confirm the official quote for you.

This tool is only used for Interior Service estimation, for any Exterior quote request, please reach out to us directly at (236) 471 1161 or at contact@cleanologyltd.ca

Do you come to our house to give the quote?

For Exterior Services, we would need to come out to your house to examine the actual condition of the property or investigate the issue. If the work only covers the Exterior part and we do not need access to your house, we can come out even when you are not home and send you the quote when the process is done.

For Interior Services, we will be able to provide you with the quote online or over the phone if you can provide us with the necessary information.

What is your 24HR GUARANTEE system?

If our crew ever missed something or did not reach your expectation for certain areas - provided that we were given enough time but did not have our work done properly to our ability, please kindly let us know within 24hrs of your appointment, and we will resend a crew for a re-do service to correct our work in the next availability without any additional charge.

In case we have a limited time set by you because you did not want to go over your budget, there will be only a limited amount of work that we can have done, and therefore, the work that has not been done due to insufficient time will not be covered.

ABOUT OUR SERVICES

What is the best way for me to book a service?

To book a service, you can always send us an inquiry online from our website or any social channels or send us an email to our email address at contact@cleanologyltd.ca, our support team will work on your request and be in touch with you at our earliest convenience during our working hours.

Our working hours are Mon - Fri, 8:00 - 18:00 PST.

For any urgent need, we encourage you to send us a text message/ or give us a call at (236) 471 1161 for instant assistance. If you are calling us after work hours or during the weekend, your call might be forwarded to our voicemail system, do not worry, please always leave us a voicemail and we will make sure to get back to you as soon as we can.

How far in advance should I book a service?

For any Service request, we encourage you to reach out to us as soon as you plan on it but no longer than 2 month period, 1- 2 week notice would be ideal for Interior Services and 2 - 4 week notice would be ideal for Exterior Services. This would give us enough time to get the availability that works best for you. In case you would like to book a service on short notice, we can only offer you what we have on our availability.

Do you provide/bring your own products and equipment?

Yes! We do bring our own products and all needed supplies. In case you want us to use your own supplies, please let us know prior to the service and we can get ourselves familiar with yours. However, our crew is not trained properly for all products that are available in the market, if you provide your own products, please make sure the instruction is available for us.

Can I get the same crew/cleaners every time?

It is our mutual benefit to have the same crew sent to the same clients every time, not only you would feel more comfortable knowing the person but our crew will work faster and more efficiently when we know the house. We would always try to do this, however, due to many reasons that are out of our control such as vacation breaks, job changes, team switching, last-minute sick call, traffic, accidents, and bad weather…, we cannot guarantee to keep the same people for you all the time.

Can I book a fixed time for my service if I stay on a regular weekly/bi-weekly/monthly basis?

We would normally try to offer you a fixed time for your weekly/bi-weekly/monthly service, which makes it easier for both sides to schedule other plans and appointments. If you still want the weekly/bi-weekly/monthly service but with flexible time and you want us to confirm with you every time, it works just fine.

On some occasions when we have some changes on our side or we have a time change request from other clients, we might reach out to you to request a time change if that works for you.

Do I need to stay home during my appointment?

You do not need to stay home for your services. For the Exterior appointment, if we require access to certain areas of the house, we will arrange it with you ahead of time. For Interior Services, if you are not home at the service time, we will require the instruction to access your house ahead of time. Many of our clients provide us with a copy of their house key or choose to hide the key for us prior to leaving. If we can access to your house with a door code/ garage code or if you can open the door remotely, it would work perfectly.

What do you NOT clean in my house?

We do provide both Interior and Exterior services, so we do cover almost all areas of your house. However, please mention clearly when you book your service if it is Interior or Exterior because our Interior and Exterior departments will be equipped with different equipment that cannot be cross-used. For example, our Interior team WILL NOT clean your Exterior areas like the big patio, garage, or unfinished basement…

For health and sanitary reasons, our crew WILL NOT handle any human or animal waste, bodily fluids, or serious mold issues.

For safety reasons of our Interior crew, we DO NOT clean ceilings or areas outside of our cleaners’ reach, a small ladder can be provided for cleaning some areas within a reasonable height.

We DO NOT move heavy furniture to clean behind and underneath such as big couches, fridges, ovens, cabinets… If you wish to have those areas cleaned, please have the subjects removed/moved before your service. These tasks can only be done with the assistance of the Exterior team.

How can I reschedule or cancel my appointment?

For any request to reschedule or cancel your scheduled service, please provide us with at least a 24hr notice, and we will try our best to reschedule your service to your requested time.

If notice for rescheduling for canceling is given less than 24hrs, a cancellation charge of 60% of your service shall be applied.

If no notice is given and our crew has arrived at your house, a full-service charge shall be applied.

What if you break or damage something in my house?

Our crew would never intentionally cause any damage while working at your house, however, things can always happen and accidents are unpreventable sometimes, so if we ever break or damage something in your house, we will do our best to rectify the situation without any delay.

PAYMENT

What payment method do you accept?

We accept payment methods of E-transfer, Credit Card, Cheque or Cash.

We encourage you pay by E-transfer, Cheque or Cash to prevent the processing fee of online payment. If you wish to pay by Credit Card, a surcharge of 2.4% will be applied.

Cheque or Cash payment is required upon service completion and payment should be provided to our crew in a sealed envelope at the end of the service.

Why do you require the Credit Card information prior to the Initial Service?

We require your Credit Card information on file and will send out a pre-authorization request to acquire your Credit Card Information prior to the Initial Service. This is a common practice in our industry, only with the purpose of making sure we will get paid for our work.

Your card will be charged automatically after the service if you wish to pay by Credit Card. If you wish to pay by a different method, your card will be saved only for security reasons.

If you do not feel comfortable providing the Credit Card information initially, a payment of Cheque/Cash/E-transfer must be made upon job completion and before our crew leaves your house.

When do I need to pay for my service?

For initial services, your invoice for the job will be sent out to you right after the appointment or 1-3 days later after the service. You can make the payment by E-transfer after you receive the invoice or make the payment by Cheque/Cash and hand it to our crew at the end of the service. Payment by Credit card will be run automatically by our system once the invoice is sent.

For services on a regular basis, we can bill you right after the service or monthly.

Will you always charge me the exact amount that you quoted online or over the phone?

We always try to be as accurate as possible with our given quote. The quote is given based on our experience of servicing thousands of houses of the same size and number of bathrooms/bedrooms. However, please kindly understand that each house may have a different condition and each client may have a different definition of “normal condition”, so we might not always be able to give you an exact quote for how long your work should take. Depending on the complication of your request, we would always mention a range of 15 minutes or 30 minutes your time may vary, but we would not go over a certain limit that has been confirmed with you and will always discuss it with you ahead of time before staying longer. If we have to stay longer than the quoted time, we will have to charge you the extra.

Frequently Asked Questions

ABOUT CLEANOLOGY

ABOUT OUR SERVICES

PAYMENT