Cleaning FAQ
HAVE A FEW CLEANING SERVICE QUESTIONS?
Discover a few answers for confidence before, during and after your cleaning
We want to learn more about you and your preferences - it’s your space after all. But first, you might have some questions you’d like answered. Below are some of the most common questions the club community has, so you can already feel welcomed to Clean Club Calgary.
WATCH THE VIDEO BELOW FOR TIPS ON HOW TO PREPARE FOR YOUR SCHEDULED CLEANING:
+ Have you updated your Health and Safety protocols in response to the COVID-19 pandemic?
Yes. The health and safety of our staff and clients alike have always been at the core of how we operate. In the wake of COVID-19 we have enhanced our protocols and procedures. To see the these new policies, click here
+ What happens if I am not happy with the cleaning?
Service issues are rare. Your quality of life starts with a quality clean, which is why a senior member of the Clean Club Calgary crew conducts random check-ins at residential and commercial cleanings to ensure a high-quality of work. Should we ever fail to meet your expectations, please contact our office within 24 hours and we will be sure to return to your home and attend to any areas of concern.
+ Do you provide cleaning services outside of the Calgary area?
We currently service Calgary and all surrounding areas. If you require cleaning in Airdrie, Okotoks, Chestermere, Langdon or Cochrane there would be an extra $50 out of town charge.
+ Do you screen your workers?
Yes. Clean Club Calgary is very selective with our team members. We always believe it's best to hire for character and train for skill. Our team consists of employees and subcontractors. We run background checks on all team members. We train our team and some are also Certified House Cleaning Technicians. Clean Club Calgary carries all necessary insurance and coverage including 2 million in liability. All our staff are covered by WCB.
+ Is Clean Club Calgary fully insured?
Your safety and security are important! Our company has full liability coverage and we run regular background checks on all of our staff. We are also covered by WCB for your complete protection.
+ What happens if something gets broken or damaged during a cleaning?
We clean beyond the surface, which means that we touch virtually every item in your home (with your permission, of course). As a result, accidents can sometimes happen. If anything is broken or damaged during a house cleaning, a team member will leave a note and report the incident to the Clean Club Calgary head office, where we then repair or replace your item.
All we ask is that you please make sure all items are securely placed within your home or office before a visit. That said, if there is an item you wish to not have cleaned, please indicate this. We find “DO NOT CLEAN” notes very helpful.
+ Do you clean with pets in the home?
Yes we do. We simply ask that you advise us in advance so we can place a note on your work order for allergy purposes.
+ How many cleaners do you send?
Depending on the size of your job, we send the appropriate number of team members. For example, if we are cleaning for up to 4 hours we will most likely send one team member. But if we are doing larger jobs we can send a team of 2 or more to get the job done.
+ How long has Clean Club Calgary has been in business?
Clean Club Calgary started its operation in January of 2019. Our owner Judith Virag has been in the cleaning industry since 2010. Judith is also a member of the Canadian Residential Cleaners Council.
+ Can I get compensated for referrals?
Yes! If you refer us and we complete the work you will receive a 10% discount on your next cleaning. Check out our referral page.
+ Can I buy a gift card?
Yes! You can purchase a gift card online at www.cleanclubcalgary.com/products or by contacting our office at 403 973 CLUB (2582).
+ Can I tip my cleaner?
Yes - absolutely and thank you so much! Our team members love being recognized and it means a lot coming from you. If you prefer to pay by credit card tip option is available. We transfer 100% of the tips to our wonderful team members.
+ Do you work evenings and weekends?
We do not work evenings or weekends. There might be special cases for larger projects, move in and out cleanings for example. Please discuss this with us during the quoting process.
+ Is there anything Clean Club Calgary doesn’t do?
Our goal is to avoid any damage and breakage to your home. The list below is reflecting our experience of items that we have damaged in the past and have caused a lot of heartache to our staff. Also, some items we simply do not do as we clean 5 days a week and it could be very taxing on our bodies.
We Do Not Clean:
Inside of or hard to reach light fixtures, exterior windows, blinds, drapes or shades, venetian blinds, inside dishwasher or washing machines and hood fans.
Inside China Cabinets - there are a lot of sentimental items in the china cabient. We want to make sure your valuables are protected and therefore we do not clean inside china cabinets.
Bugs – For the health and safety of our staff, we do not offer cleaning services during or post infestation.
Heavy Items – To protect the health and safety of our cleaners, we do not move anything heavier than 25 lbs. Should you require us to clean behind heavy furniture or appliances, please move them prior to our arrival to allow access to the target area.
Working At Heights – For the health and safety of our cleaners, we are not able to climb more than 2ft on a ladder or step stool. Keep this in mind as it relates to top of kitchen cabinets or hard to reach light fixtures or windows.
Clutter – We will work around any highly-cluttered areas to the best of our ability. Same goes with areas used for storage, like underneath beds and on top of cabinets. We ask that garbage and debris from floors, countertops, table tops, etc. are cleared prior to our arrival so that we can clean these surfaces.
Outside & Balconies – Our equipment isn’t designed for cleaning outside surfaces such as patios, decks, rough concrete floors, unfinished basements, garages, exterior windows, etc. If you can provide a broom, we’ll be happy to sweep out any of those areas upon request.
Pet / Human Feces Or Bodily Fluids – This includes and is not limited to: litter boxes, pet messes, bird poo, blood, feces, urine, and overflowed toilets or plumbing issues. Cleaning bodily fluids (including that of your pets) is something we do not provide.
Mold, Grease & Mildew Removal – Clean Club Calgary does not assume responsibility for the restoration of severely worn, stained or mildewed / mold infested caulking and grout. Some mild pink or mold presence can be normal and we can tackle this. Should the property have a mold infestation that may pose an air quality issue, we reserve the right to remove our staff for health and safety. Our cancellation policy would apply.
Chimneys & Fireplaces – We do not clean inside fireplaces from soot or ashes.
Ironing – We do not offer ironing or clothes folding. Folding is included if you have added a load of laundry as an extra to your booking.
Light Fixtures – We do not clean elaborate, breakable and high area located chandeliers. These chandeliers are easily damaged and we would rather not cause any damage.
Scrubbing Floors - We simply do not have all the equipment to scrub the floors. Also scrubbing floors on all fours is very hard work. We can mop floors over and over again but not scrubbing on all fours.
Appliances - we do clean inside ovens and fridges but do not clean inside dishwashers, washers or dryers.
+ Clean Club Calgary offers the following services:
o Weekly, biweekly and monthly (every 4 weeks) services
o Deep cleaning
o Occasional / one time cleaning
o Carpet cleaning
o Daily, weekly, biweekly and monthly (every 4 weeks) services
o Post event clean up
o Special requests cleaning
o Small to large office cleaning
SANITIZING AND DISINFECTING SERVICES
+ Can I book a specific date and time for my cleaning?
Yes. During the booking process you will be able to select a service date and arrival window. We start our day between 8 to 9 AM. The morning appointments are set and the following appointments during the day could waiver between an hour earlier or later, due to the nature of our business. We try our best to meet all of our appointments and we are trying to serve all of our customers.
+ How do you access my property?
The most efficient way to allow us into your home is by giving us a key (and entry code as necessary). Don’t worry! Your keys are coded and secured in our office when not in use for your cleaning. Alternate methods of access can be arranged if you are not comfortable with this, but please note that you will be charged a cancellation fee if our crew isn’t able to access your space at the time of appointment.
+ Are cleaning products included?
Yes. Our team comes equipped with all the basics to clean a home. This includes Comet, vinegar, disinfectant, dish soap, Magic Eraser, fresh cloths and sponges, duster and brushes and professional grade flat mop. The only things we ask that you provide are vacuum and toilet brush. If you do not have a vacuum we are also equipped with vacuums. If you are booking a post-reno or moving cleaning, this includes the vacuum. If you have special request for specific products, we ask that you provide them for our team to use ie surface cleaner, stone cleaner or special floor treatment.
+ What kind of cleaning products & equipment do you use?
Your health matters, which is why we bring only quality cleaning supplies along with us. If you require unique products for your home, such as stainless steel cleaner or special flooring products, please provide these and allow our Cleaning Manager to approve your products before your first clean. In general, we use regular household cleaning agents i.e. vinegar, dish soap, toilet bowl cleaner, kitchen and bath CLR.
For vaccuums, we are happy to use your personal vaccuum cleaner, particularly if it’s an in-home line ("central-vac"), but if you don’t have your own we’ll have one at the ready.
+ Do I have to sign a contract?
Clean Club Calgary has a standard contract commercial clients. For our residential clients, we ask that you refer to our terms and conditions. For our commercial clients, our cancellation policy is 30 days notice.
+ Do you clean appliances?
Yes. You can add either the fridge or the oven as extras to your cleaning service. We do not clean inside of washing machines or dishwashers.
+ Do you offer window cleaning?
Yes. We do offer interior window cleaning which can be added to your cleaning as time of booking or call us to add to your already booked service. We do not clean outside windows or high windows as we are only supplied with step ladders.
+ Do you offer carpet cleaning?
Yes - through our referral partner, Future Now Carpets.
+ Something came up! Can I change my appointment?
Life happens. After all, we’re here to make yours better! So, we totally understand when things arise. If your appointment no longer works with your schedule, all we ask is that you provide us 48 hours notice to allow us time to make changes to our staff and schedules. If you need to cancel with less than 48 hours notice, you will be charged a cancellation fee of $50. If less than 24 hours notice is provided, the full cost of the scheduled cleaning will charged.
+ My next cleaning is scheduled on a holiday, will you reschedule?
Of course! We never want you to go without your scheduled cleaning. A Clean Club Calgary member will notify you the week prior to your cleaning with an alternate date, and your regular cleanings will resume after the holiday.
+ Do you send the same cleaner or cleaners?
Yes, we concentrate very much on trying to send the same cleaner(s) for routine services. Please keep in mind that we do give holidays and time off for our team members and we want to ensure continuity in your home, therefore we reserve the right to make some changes as needed.
+ How should I prepare for a Clean Club Calgary team member(s) arrival?
There’s always that age old rule of whether you should clean before the cleaner comes… The answer is YES. Please ensure to pick up all loose items, garbage and debris, and loose articles of clothing from floors, table tops, countertops etc. This will ensure that the staff uses the allocated time for cleaning these surfaces vs picking up your items.
+ If I have special instructions, how can I provide them?
You can provide special instructions on your booking by emailing us or reply to any of the emails you have received from us and let us know how we can help. We add these notes to your booking in our system to ensure our team members are aware of the special instructions.
+ Can I leave notes for the cleaners?
We prefer you advise the office of any special instructions to ensure we are all on the same page and we ensure things get done as requested.
+ Can I be home during the cleaning?
Yes. We are absolutely able to work around our clients. Your home is your sanctuary and we want to ensure you are comfortable. It is entirely up to you if you would like to be home during the cleaning or not. If you are home, please give the cleaner space to get their work done.
+ Do you arrive at an exact time?
We use a 1-hour arrival window, or a flexible arrival window which means we will clean between 8am-5pm. This can be selected during your booking process. Clean Club Calgary provides you with an estimated arrival time relative to the scheduled appointment requested to allow for factors beyond our control such as traffic conditions, lockouts, and customers adding services or cancellations. Leaving a key (or other methods of access) is the easiest way to ensure we can enter your home without you being there.
+ Will I receive any reminders about my cleaning service?
Yes. 3 days before your upcoming cleaning, you will receive an email reminder and 2 days before an SMS text reminder for your cleaning. When you receive your email, this would be the time to make any special requests or accommodations to your cleaning.
+ Do I need to do anything in advance if I added fridge or oven cleaning?
Yes. For fridge cleaning we recommend removing anything you no longer need or want. This will ensure the staff can clean all the shelves, drawers and racks. Please note we only give a quick wipe to your freezer if it is unplugged for over 48hrs and at room temperature.
For ovens, we reccommend starting the oven self-cleaning option (if equipped) at least 24hrs in advance.
+ Do I need to do anything in advance if I added a window cleaning package?
Yes. Please ensure to move any larger furnishings out of the way. Also we request that all screens be removed from your windows if they have them prior to our arrival. Please note we cannot clean windows higher that 9ft tall.
+ What is your cleaning service rate or charge?
We have cleaning packages that we offer - from Regular, Deep and Moving cleanings which are charged based on property sizing, number of bedrooms, bathrooms and sq. ft. There are extras you can add to your cleaning such as cleaning appliances or bringing additional equipment which can be added during the booking process. As long as accurate sizing is provided and the space is in average condition, the entirety of the package will be provided.
+ When am I charged for my cleaning?
Payment is due at the time our services are delivered. You may pay by check, email money transfer or credit card. If you pay by credit card or e-transfer, you agree to enter into a pre-authorized debit agreement and to provide your account information to permit recurring charges.
Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. If you are not happy, we will come back and re-clean any areas free of charge (see 100% Satisfaction Guarantee section above).
You will be charged a $45 fee for any cheques that are not honoured or are returned for non-payment, (insufficient funds, closed account, etc.). You will be charged a late fee of 1.5% per month (19.56% per annum) by Clean Club Calgary on all invoices that are not paid within 15 days of their due date.
+ What type of payments do you accept?
We accept credit cards, email money transfers and cheques.
+ What is your cancellation policy?
For scheduled cleanings, Clean Club Calgary will charge a $50 cancellation fee if a cleaning service is cancelled within 48hrs of your scheduled cleaning. For same day cancellations, lockouts, or if we cannot gain access within 30 min of our arrival, we reserve the right to charge the full amount for the cleaning.
+ Where can I give feedback?
Our job isn’t done if you aren’t satisfied or don’t trust us! We are always striving to improve your quality of life and are eager to hear how we can be better. Clients receive a survey after each cleaning, ensuring you always have an opportunity to provide feedback.
If you ever have any suggestions, questions, or concerns, please let us know. Your opinion is important to us.
Still have questions? Let’s talk about how we can fit cleaning into your lifestyle!