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Frequently Asked Questions

How can we help? Get answers below!

Getting Started

We currently service Guelph and the tri-cities – Kitchener, Waterloo, Cambridge. We can also serve surrounding towns, as shown below.

All you have to do is click book now, enter your relevant details and within 60 seconds you’re on the way to have a clean household. We’ll stay in touch with you confirming the appointment and arrival time. You can also call 519-940-1251, or live chat with us.

A standard clean is a general cleaning that involves dusting and wiping of the main surfaces, best suited for regularly cleaned homes requiring on-going care and maintenance.

A deep clean is for first-time customers or customers who haven’t had their home professionally cleaned in the last three months. To see the extra things we do for deep cleans check out our About Us page.

You may select any “extras” on the booking form when you book online. You can also be specific about what you need done in the notes sections. As long as your special tasks fit our cleaning criteria, and do not make our staff unsafe or uncomfortable, then we would certainly be happy to accommodate your special requests.

We don’t offer wet wiping of light bulbs, resurfacing/waxing/refinishing of floors, putting away dishes, large furniture moving, mould removal, extensive ceiling cleaning and large scale trash disposal.

Trust and Safety

All our cleaners are police background-checked, insured, bonded, and reference-checked. We conduct in-person interviews to everyone we bring on-board Hellamaid. Your privacy and security is our #1 priority.

From the moment you book your cleaning to the day it is completed, Hellamaid staff are in direct contact with you from start to finish. Our customer support team ensures everything goes super on the day of your cleaning, and are easily accessible if you ever have any questions or concerns.

Absolutely. We work very hard to background-check all our cleaners. We screen for honesty and good character before anything. We’ve successfully completed thousands of cleanings for hundred of clients who’ve never reported any missing personal/expensive belongings after our cleanings.

 

By the smallest, littlest, tiniest, and slightest chance that you believe something in your home did go missing after the clean, please contact us immediately.

Definitely! We’re a pet friendly cleaning service. That being said, we do recommend keeping your wonderful pets in a separate area during the clean, this will help us stay focused and not get caught up petting your adorable fluff-balls <3

Yes, we are! If you need proof of insurance, simply email us at [email protected] and we’ll gladly forward you all relevant documentation.

Our cleaners are NOT obliged to move heavy furniture, pick up sharp objects, use a ladder to clean at elevated heights, or be in any environment where they feel their physical safety is threatened.

 

We love our cleaners as much as we love our clients, and so we also do not tolerate disrespect. Safety + respect + amazing cleaning = WIN-WIN for everyone!

Day of the Cleaning

No, absolutely not! It’s your choice to stay around or go out and take advantage of your free time. Just leave us a key, (or keypad code) and we’ll get your house cleaned. Hellamaid is here to make your life easier. Victory dance!

A team of 2 people is our standard, sometimes an extra team member can come when needed. However, we do send a team of 1 person when the job is small. Either way, you will receive an excellent cleaning service, that is our guarantee.

Our cleaners bring their own cleaning supplies and equipment. However, if you prefer for us to use your own cleaning supplies and tools, we can accommodate that as well.

If damage occurs during a clean please notify us right away via phone and email if possible with a photo of the damage, when it occurred and a short incident report, this will assist in processing insurance claims and having your damaged item replaced and or repaired in as timely a manner as possible.

After the cleaning is performed, you will be receiving a survey asking you to rate our service. if you’re not happy, please send us photos of the uncleaned areas and we will offer a re-clean, discount, or refund (depending on the situation). Your happiness is our #1 priority.

Billing

When you book online you’ll provide us with a valid credit card, which we’ll then place on hold the day before the cleaning is completed. We won’t charge your card until after the booking is completed, and for new customers, we will give you a call the day after the work is completed to make sure you’re happy with the service. If you’d like to pay by other means, please give us a call or send us an email.

Our online booking system is 100% safe and our payment processing system is fully encrypted. We’ve completed thousands of successful transactions with hundreds of satisfied customers. We don’t charge you until after the cleaning is completed.

We provide a 200% satisfaction guarantee. If for any reason you’re unhappy with the service, we will return with 72 hours to rectify and re-clean any missed areas. If you’re still unhappy after the re-clean we will refund the money back to your account, it’s that simple.

100%! After we charge your cleaing at the end of the week, you will receive an emailed invoice along with our HST business number (if you plan on expensing the cleaning service to your business).

Aside from our seasonal promotional discounts on our booking page, you can receive RECURRING discounts when you book a recurring service, how great is that!? 
Weekly cleaning – 20% off EACH clean
Bi-weekly cleaning – 15% off EACH clean
Monthly cleaning – 10% off EACH clean

Can’t find an answer? 

Call us at 519-940-1251 or email us at [email protected] !

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