01. Do I have to be home when you come to clean my house?
You certainly do not! Many of our clients prefer to provide us with a key by either getting a spare key cut so we can clean when they're away, leaving a key in a safe place or by using a 'key cafe' service. Your key is kept in a locked safe and is notably labelled; it is only ever used on the day of service. We are all sporting enhanced criminal back ground checks for your security and confidence. All access codes and confidential information is securely retained and never distributed.
We also have a 'we pop in, you pop out' service where we come on by whilst you are at homI - you are then welcome to stick around or head out until your house is fully blitzed!
02. How do I pay for your services?
We presently accept the following methods of payment; interac e-transfer, cheque, cash, credit (via a separate merchant) and debit card.
03. How many people will come by to complete my cleaning service?
We tend to work in teams of two or more, we have found that this is the most efficient and effective way of achieving the best results for your home. We will also dispatch crews larger than two depending on the size of your property and in accordance with your time preferences.
04. Should I expect to see the same cleaners every time?
You betcha! We will try our absolute best to create a schedule for you where the same team come by every time! You aren't just a number to us here, so when we say we care about you we really mean it so that means making sure you get to know your crew too.
05. Is there a minimum service time?
We offer time based services which enable you to put forward your request for a particular number of hours that you require and when. Of course, our professionals will assess your request and advise you whether or not the time you've asked for is adequate enough for us to meet all of your cleaning needs. If we feel we'd be quicker than your request, we'll let you know! If we feel a little more time is required, again, you'll be told this before your service commences. We will communicate with you throughout the entire process and make certain that we can come up with a plan that suits you.
06. What is your cancellation or rescheduling policy?
We ask that you give us 48 hours notice to cancel or reschedule your service. With this notice we are able to re-arrange diaries and fill the gaps. Unfortunately without sufficient enough notice we aren't able to make fair adjustments which means a $50.00 charge will be added to your account.
Lock outs which are referred to when our cleaners arrive to a scheduled appointment but are unable to gain access by pre-arranged means or otherwise.
Should a lock out occur our cleaners will make an attempt to contact you to assess the situation and see if they are able to gain access; in the event that we cannot contact you or you cannot provide entry to the house, a full service charge is applied in accordance to the length of service that we have pre-booked for you. Time delays where a 'lock out' has occurred will be charged at full price and only the remaining duration of the cleaning service will be resumed.
We request that any modifications to appointments be delivered directly to the office by calling 604-842-4554.
07. Will you baby sit my children or accept parcel deliveries during my service?
Unfortunately we are unable to baby sit your children during a cleaning service. Our cleaners are also unable to accept parcel deliveries or packages on the households behalf.
08. Will my rate change every time I use your services?
We provide allotted time frames to clients who require a certain amount of time for each service. We work with you to make sure that you are satisfied with our service and work with your budgets in mind. We are also able to work on a more flexible time frame depending on the level of cleaning that is required and your special requests that you may wish to add.
09. Do you have a reminder service for appointments?
We most certainly do! Please opt in by sending us an e-mail and we'll happily add you to our list. Reminders can be sent by text or e-mail, your choice.
10. Do I need to provide a parking space for your BritClean professionals?
We ask that a space on your property is made available for our cleaners when they arrive or in any case where there is not any access to free, on-road parking in your surrounding area, a parking fee will be applied.
11. What should I do with my pet(s) when you are coming to my house?
We love your furry (or not-so-furry) friends just as much as you do! All of our cleaning professionals are pet-friendly and will make certain that there aren't any doors or windows left open during our visit to keep them safe. In the case that you feel that you have a territorial animal, please let us know so we are able to make appropriate arrangements.
12. What if I have a special request that isn't covered in your normal cleaning routine?
We welcome any special requests! Please try your best to give us as much notice as possible so we are able to ensure that the correct time is allocated to your appointment and that we are of course, adequately equipped with the extra product(s) required to meet your needs. You can e-mail across any special requests prior to your appointment. Many special requests can be included in to general cleaning time and worked on over a few services however others will require notice.
Here you are able to download and print your own copy of our cleaning check list which includes a list of what is included in our regular blitz and a 'notes' page that you are able to print out and leave for your cleaners when they arrive. Feel free to include any direction that you'd like to give to your cleaners and any last minute requests that you may have.
13. What if I am not fully satisfied with the service that you provide?
We are happy only if you are happy! Please try your best to let us know immediately so we can try our best to rectify the situation. Here you can learn about our quality assurance and our 100% satisfaction guarantee program. We offer a guarantee that if you let us know within 24 hours, we will make arrangements to come by and make it right. If you aren't fully satisfied with your particular cleaner(s), we can speak to them for you and find you a replacement cleaner.
14. Do you use your own products and tools or do I provide them?
Its up to you! We arrive fully equipped with fresh cloths, sponges, tools and all of the products that we will need to thoroughly clean your home. If you have a particular product that you would like us to use, do let us know. In the case that you would prefer that we use your products and equipment, we are more than happy to do so. Please note that we do request access to your in house vacuum or built in system. It is our duty and our ethos to make certain that no allergenic materials are transferred between homes and so this has been found to be the best preventative measure. In the case that you do not have a vacuum cleaner, get in touch!