FAQ
Frequently Asked Questions
Everything you need to know — before, during, and after your cleaning
1. About Hellamaid
What is Hellamaid?
Hellamaid is a trusted home and office cleaning company serving communities across Canada. We make it easy to book professional, insured, and background-checked cleaners online in under 60 seconds. Our goal is to deliver a spotless space with a stress-free experience, every time.
What makes Hellamaid different from other cleaning services?
We focus on people, quality, and convenience. Our cleaners are carefully vetted and fully insured. Customers can book instantly online, manage their cleanings through a client portal, receive reminders before every appointment, and enjoy a 24-hour cancellation policy. We also stand behind our satisfaction guarantee — if you’re not happy, we’ll make it right.
Where does Hellamaid currently operate?
We serve multiple regions across Ontario, British Columbia, and Alberta, including major cities like Toronto, Vancouver, Calgary, Edmonton, Ottawa, Hamilton, Guelph, Kitchener-Waterloo, Niagara, and much more. You can find the full list regions served in our Areas We Serve page.
Simply enter your postal code on our online booking page to check availability in your area.
Do you clean both homes and offices?
Yes! We provide professional cleaning for residential spaces (houses, apartments, condos) as well as commercial spaces such as offices, clinics, and small businesses. Whether it’s a one-time clean or ongoing maintenance, our team has you covered.
What cleaning services does Hellamaid offer?
Yes! We provide professional cleaning for residential spaces (houses, apartments, condos) as well as commercial spaces such as offices, clinics, and small businesses. Whether it’s a one-time clean or ongoing maintenance, our team has you covered.
Do you offer customized cleaning packages?
Yes! You can fully customize your cleaning by selecting the tasks, frequency, and add-ons you need. We also offer recurring services (weekly, bi-weekly, or monthly) with flexible scheduling.
How did Hellamaid get started?
Hellamaid was founded in 2017 by a team of engineers who wanted to create a modern cleaning company built on trust, reliability, and technology. Our focus has always been to make booking a professional cleaner as simple as ordering online, while providing excellent customer care.
2. Booking & Scheduling
How do I book a cleaning with Hellamaid?
You can book your cleaning directly on our website in under 60 seconds. Simply select your location, choose the service type, add any extras, and pick your preferred date and time. Once booked, you’ll receive a confirmation email with next steps.
Can I schedule, reschedule, or cancel online?
Yes! After booking, you’ll get an email prompting you to log into your Launch27 client portal. From there, you can reschedule, cancel, customize your service, and more — all from one place.
How far in advance should I book a cleaning?
We recommend booking 2–4 days in advance for the best availability. However, last-minute and next-day cleanings may be available depending on your city and schedule.
Do I need to be home during the cleaning?
No, as long as we have a way to enter your home (door code, lockbox, concierge, etc.). Just leave clear entry instructions when booking, and we’ll take care of the rest. If you’d prefer to be home, that’s completely fine too.
What happens after I book a cleaning?
You’ll receive an email with a secure link to your client portal where you can manage your service. You’ll also receive booking confirmations and reminders via email and SMS.
Will I receive reminders before my cleaning?
Yes, we send out email and SMS reminders 3 days before, 1 day before, and the morning of your cleaning. These reminders help ensure you’re always informed and prepared.
Can I book recurring cleanings (weekly, bi-weekly, monthly)?
Absolutely! During checkout, you can choose a recurring schedule. You’ll receive reminders before each appointment, and you can manage or skip cleanings through your client portal anytime.
What’s your cancellation policy?
We offer a flexible 24-hour cancellation window. If you cancel or reschedule within 24 hours of your appointment, a $45 late cancellation fee may apply to compensate your assigned cleaner.
3. Pricing & Payment
How is the price of a cleaning determined?
Pricing is based on the size of your home (number of bedrooms and bathrooms), the type of cleaning (standard, deep, move-out), and any extras you select (like fridge, oven, or interior windows). You’ll see the full price upfront before confirming your booking — no hidden fees.
Do you offer hourly or flat-rate pricing?
We offer both! You can choose flat-rate packages based on home size, or book an hourly clean for smaller tasks or partial areas. Hourly cleaning is ideal for customized needs or one-time touch-ups.
Are there any extra charges or hidden fees?
Never. All pricing is transparent and displayed during checkout. Optional add-ons like deep cleaning or appliance cleaning are clearly listed, and there are no surprise charges.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, Amex) through our secure online system. Payment is processed automatically after your cleaning is completed.
When is payment processed?
Your card is pre-authorized when you book, but payment is only processed after your cleaning has been completed. You’ll receive a receipt by email once the charge goes through.
Can I tip my cleaner?
Yes! You can tip directly through your client portal after the cleaning or in person if you’re home. 100% of the tip goes directly to your cleaner.
Do you offer any promotions or discounts?
From time to time, we offer seasonal promotions or limited-time discounts. Be sure to follow us on social media or subscribe to our email list for updates.
Do you offer cleaning gift cards?
Yes! You can purchase digital gift cards on our website — perfect for housewarmings, new parents, or just because. They can be sent instantly by email and redeemed online at any time.
4. Our Cleaning Services
What's included in a standard cleaning?
A standard cleaning covers all high-traffic areas of your home, including dusting surfaces, vacuuming and mopping floors, wiping down countertops, cleaning bathrooms, and tidying up common areas. It’s ideal for regular maintenance and keeping your space fresh. Please refer to our cleaning checklist for the full list.
What's included in a deep cleaning?
A deep cleaning includes everything in a standard clean, plus detailed attention to areas that collect dirt over time — such as baseboards, window sills, door frames, behind furniture (if accessible), and more. It’s recommended for first-time cleanings or homes that haven’t been professionally cleaned in a while. Please refer to our cleaning checklist for the full list.
What’s included in a move-in/move-out cleaning?
This service includes a full deep clean plus extras like inside fridge, oven, cabinets, and closets — all emptied and wiped thoroughly. Perfect for preparing a new space or leaving your old one spotless for the next occupants. Please refer to our cleaning checklist for the full list.
Do you clean after renovations or construction work?
Yes, we offer post-renovation cleaning for residential homes. This service focuses on dust removal from all surfaces, light fixtures, vents, and corners. If your space requires heavy-duty debris cleanup, please contact us beforehand to confirm scope.
Can I customize what gets cleaned?
Absolutely! You can select specific rooms or tasks, add extras like fridge or oven cleaning, and even book an hourly service if you only need partial cleaning. Everything can be customized during the online booking process.
Do I need to provide cleaning supplies or equipment?
Not at all, our cleaners bring all necessary supplies and equipment, including vacuum, mop, and eco-friendly products. However, if you’d prefer we use your products, just let us know. We’d be happy to accomodate certain products and your personal needs.
Do you use eco-friendly cleaning products?
We prioritize safety, cleanliness, and best health practises for your home. Upon your request, we can accomodate your eco-friendly cleaning needs. If you have allergies or specific product preferences, you can also request the use of hypoallergenic or scent-free products in your booking notes.
How long will the cleaning take?
Duration varies depending on the size of your home, the type of service booked, the number of cleaners assigned, and the starting condition of the space. Homes that haven’t been cleaned in a while, or that require extra attention, may take longer than average.
As a general guideline, a standard cleaning for a 3-bedroom home may take around 2.5 to 3.5 hours with one cleaner, or proportionally less with multiple cleaners, but actual times can vary. Our priority is quality over speed, so we focus on getting the job done right.
What tasks are not included in your cleaning services?
We do not offer services like laundry, dishwashing, exterior window cleaning, carpet shampooing, mold removal, or hazardous material cleanup. A full list of exclusions can be found in your booking confirmation or on our cleaning checklist page.
Services Not Offered
To ensure our cleaning associates can work safely and effectively, we are unable to provide the following:
Cleaning of animal feces
Mold removal
Pest removal or treatment for infestations
Handling of bodily fluids or biohazards (including chemical waste)
Cleaning exterior areas of the home (garage, patio, balcony)
Cleaning exterior windows
Cleaning areas or items above 12 feet in height
Full washing of ceilings and walls
Moving heavy furniture or fragile/expensive items
Cleaning underneath heavy objects or appliances that require lifting
Removal of paint, paint drippings, broken glass, or sharp objects
Organizing or cleaning areas with excessive clutter that block surfaces or floors (e.g., toys, laundry, documents, tools)
Cleaning in unsafe conditions (extreme temperatures, other contractors actively working, etc.)
Garbage removal outside of sealing and placing bags in designated on-site bins
Important: Please ensure your home is organized and accessible prior to our arrival. If cleaners encounter unsafe, inaccessible, or excessively cluttered conditions, they may refuse the work or the appointment may be canceled.
5. Cleaners and Safety
Are your cleaners background-checked and insured?
Yes. All Hellamaid cleaners undergo thorough background checks, are fully insured, and receive professional training before servicing homes. This ensures your safety and peace of mind every time we visit.
How are cleaners trained before entering my home?
At Hellamaid, we hire only the best — in fact, just 1 out of every 100 applicants makes it onto our team. We rigorously screen for good character before anything else, and only onboard individuals who have professional cleaning experience. Every cleaner is provided with our detailed guidelines, safety procedures, and best practices to ensure consistent, high-quality results in every home. This means you can trust that whoever enters your home has been carefully selected, vetted, and prepared to meet our standards.
Are your cleaners employees or contractors?
Hellamaid works with both employees and independent contractors, depending on the city and service area. Regardless of classification, every cleaner is thoroughly vetted, insured, and trained to follow our strict quality, safety, and customer service standards. This ensures you receive the same professional and reliable experience every time.
Can I request the same cleaner each time?
In most cases, yes. We do our best to send the same cleaner or team for recurring bookings, but this may depend on availability, schedules, and service location. If your preferred cleaner is unavailable, we’ll send another trained and vetted professional.
How will I be updated about my cleaning, and can I rate or change my cleaner?
You’ll receive automated email and text reminders 3 days before, 1 day before, and the morning of your cleaning. The morning after your service, you’ll receive a quick text and email asking you to rate your experience. If you’d like to request a different cleaner for future visits, simply contact our support team or update your preferences in your client portal.
Our support team can be reached at [email protected] or 1-888-477-MAID
Will cleaners follow special instructions I provide?
We’re happy to accommodate reasonable special requests as long as they fall within our service scope and safety guidelines. If you’ll be home during the cleaning, we kindly ask that you please maintain a respectful distance and demeanour so our cleaners can work efficiently without feeling followed, micromanaged, or disrespected. They are trained to follow our cleaning checklist and any agreed-upon extras noted in your booking. For any major changes to the service or additional requests, please contact our office so we can update your booking accordingly.
What if something gets damaged during the cleaning?
We take great care when working in your home, and damage incidents are extremely rare. If you notice any damage that you believe occurred during your cleaning, please notify us within 24 hours of your appointment so we can investigate promptly. Our team will review the details, speak with the assigned cleaner(s), and assess the situation.
If it is determined that the damage was caused by our team, we will arrange for a repair, replacement, or reimbursement in line with our insurance coverage. Please note that Hellamaid cannot accept responsibility for pre-existing damage, normal wear and tear, items not securely fastened or installed, or damage that occurs due to unsafe conditions in the home.
What if I suspect theft at my property?
Hellamaid takes any report of theft very seriously. While we are proud to say that no confirmed theft has ever occurred in our years of operation, we have strict policies in place to protect both our clients and our cleaners. If you believe an item is missing, please notify us immediately so we can begin an internal investigation and speak with the assigned cleaner(s).
We may also recommend filing a police report, and we will fully cooperate with law enforcement if necessary. Hellamaid carries insurance coverage for verified incidents, but please note that false or unsubstantiated claims can be harmful to our staff and may result in further action.
Can the cleaners work in hazardous or unsafe environments?
Our cleaners have the discretion to decline work that poses health or safety risks — such as extreme temperatures, construction sites, infestations, hazardous substances, or blocked/cluttered areas that prevent safe cleaning. This helps protect both the cleaner and the quality of your service.
6. After the Cleaning
What if I'm not satisfied with the cleaning?
Your satisfaction is our priority. If you’re not happy with your cleaning, please contact us within 24 hours so we can review your concerns. If the issue is within our service scope, we’ll arrange for a re-clean or provide an alternative resolution. Please note that we cannot guarantee results for services requested outside of our standard checklist, for areas that were cluttered or inaccessible, or for conditions that require specialty equipment or treatment.
How do I arrange a re-clean or a refund?
If you believe a re-clean or refund is warranted, please contact our office within 24 hours of your service with photos and a brief description of the concern. We review each case individually and will determine the appropriate resolution based on our findings. Our priority is to address valid concerns fairly, which may include a re-clean or partial credit. Please note that full refunds are not automatically issued if work has been completed, as our cleaners have already invested time and effort into your service.
How can I provide feedback or leave a review?
The morning after your cleaning, you’ll receive an automated text and email asking you to rate your experience and share feedback with us directly. This internal review process allows us to quickly address any concerns and ensure your satisfaction. If you had a great experience, we’d love for you to share it publicly — but if something wasn’t right, please give us the opportunity to make it right first before posting a public review.
Our customer success team can be reached at:
[email protected] or 1-888-477-MAID
How can I contact Hellamaid customer support?
You can reach us by phone, email, or through our website’s contact form. Our customer support team is available during business hours to assist with questions, feedback, or booking changes. Contact details can be found on our website and in your booking confirmation email.
Our customer success team can be reached at:
[email protected] or 1-888-477-MAID
Can I tip my cleaner?
Yes! You can tip directly through your client portal after the cleaning, or in person if you’re home. 100% of tips go to your cleaner.
Will I get an invoice for my cleaning?
Yes. After each cleaning, you’ll automatically receive a detailed invoice by email for your records.
Can I request the same (or different) cleaner for my next appointment?
Yes, you can request the same cleaner or different cleaner when booking online, via phone, or through your client portal (place in the notes section). While we do our best to accommodate, we can’t guarantee the same cleaner every time due to scheduling and availability.
Do you offer discounted rates for ongoing cleaning?
Yes! We offer special discounted rates for recurring services: weekly cleanings receive 20% off, bi-weekly cleanings receive 15% off, and monthly cleanings receive 10% off. You can lock in your preferred time slot and enjoy these savings by booking directly through your client portal, calling our office, or replying to your booking confirmation email.
Does Hellamaid have a referral program?
Yes! When you refer friends or family to Hellamaid, they’ll receive a discount on their first cleaning, and you’ll receive a credit towards your next service once they complete their booking. Contact us for your unique referral link or code.
7. Customize & Rebook Cleanings
How can I customize my future cleanings?
You can update your upcoming cleaning at any time through your secure client portal. This includes adding extras like fridge or oven cleaning, selecting specific rooms or tasks, or changing your cleaning type (standard, deep, move-out). For requests outside our cleaning checklist, please contact our office to confirm availability and pricing.
You can also reach our customer service team below:
[email protected] or 1-888-477-MAID
How can I rebook a one-time cleaning?
You can rebook anytime through your client portal, by calling our office, or by replying to your booking confirmation email. If you’d like to switch to a recurring schedule, we can set that up so you receive discounted rates and secure your preferred time slot.
You can also reach our customer service team below:
[email protected] or 1-888-477-MAID
Can I skip or pause a recurring cleaning service?
Yes. If you need to skip a cleaning or pause your recurring schedule, you can do so easily through your client portal or by contacting us. We just ask for at least 24 hours’ notice to avoid a late cancellation fee.
How do I update my personal or payment information?
Log in to your client portal at any time to update your contact details, address, or payment method. This ensures your bookings run smoothly and your invoices are sent to the correct place.
Can I update the date or time of my cleaning after booking?
Yes. You can reschedule your cleaning date or time directly from your client portal, as long as it’s done at least 24 hours before your appointment to avoid a late cancellation fee.
Can I add extra services to an upcoming cleaning?
Absolutely. You can add extras like inside fridge, oven, or interior window cleaning through your client portal or by contacting our office. Adding extras ahead of time ensures your cleaner comes prepared with the right tools.
Will I get reminders and updates about my cleanings?
Yes. You’ll receive automated text and email reminders 3 days before, 1 day before your cleaning, so you never forget an appointment.
Can I view my past and upcoming bookings online?
Yes. Your client portal keeps a record of all your past and future bookings, so you can easily reference previous services, rebook the same package, or view past invoices.
Got more questions?
Contact us below, we are here to help.
Email us
Cleaning Inquiries
[email protected]
General Inquiries
[email protected]
Collaboration and Ideas
[email protected]
Service Hours
Mon-Sat: 8am- 6pm
Sunday: 9am-6pm
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