FAQ
1. What can I expect as your standard for a cleaning service?
We offer a variety of cleaning options, including daily, weekly, bi-weekly and monthly visits. Our typical standard cleaning service includes cleaning bedroom(s), living room, dining room, kitchen and bathroom. Our team takes great pride in delivering these services in a timely and cost-effective manner. We offer flexible schedules so that we can give you the support you need when it's convenient to you.
2. What if I need something cleaned that is not part of your standard checklist?
Our regular residential house cleaning program is based on the most common tasks requested by our clients. However, if you have special concerns and would like to add or eliminate tasks, we can together prepare a custom package precisely tailored and designed to your specific requirements. However, if you do not see your requirements listed, just let us know and we will definitely help you out as best as we can.
3. Are you able to come and clean my office also?
Yes of course, we are professional home and office cleaners.
4. What other services do you provide?
We provide a variety of other services available to our clients to assure that we meet and exceed our clients’ needs and expectations.
5. How do you ensure consistent standards are always met?
All Wise Maid staff are aware and have extensive training regarding what is expected of them when they are cleaning. Our training comes with rigorous and meticulous hands on approaches to clean all spaces and areas of your home or office. You can rest assure that we instill in our staff the same mentality for consistency in all aspects of their work performance. If, however, you are not satisfied with the cleaning service that was provided, please do not hesitate to call our office and let us know what we can do to fix the problem, which we will arrange to do immediately with our sincere apologies.
6. Do you provide all equipment and supplies?
Aside from your own vacuum, for hygiene and safety reasons, our staff will provide all Eco friendly cleaning supplies and accessories. To avoid cross contamination and bacteria traveling from one place to the next, we ask all our clients to please have your vacuum readily available for our staff to utilize. If for some reason you do not have access to a vacuum, or do not need one for the cleaning, like for some houses that have all hardwood, simply advise our office staff and we can definitely make adjustments and arrange something for you.
7. Can I rest assured that all your staff is properly screened?
Definitely yes! When you contact us to clean your space, that comes with a mutual trust and understanding and should give you peace of mind while your cleaning is being done. All our staff are thoroughly checked out: background, criminal and eligibility to work in Canada. All of the above are done for all our employees before they are sent out on their first cleaning. We do not compromise on this.
8. Are your employees fully insured?
Yes, we are all fully insured. We carry Third Party and General Liability Insurance for over a million dollars. Also all our employees are bonded and fully covered by Work Safe BC to work in Canada.
9. Will your staff be on time?
Yes, when you agree to have us clean your space, it is only beneficial for both parties, our staff and you the client, if our staff start their work on schedule and finish the work on time. We know how busy our lives can get, and staying on schedule is very important to us here at Wise Maid. However, realistically, we think
up to half an hour of the scheduled time should be allowed for traffic jams and/or unexpected delays.
10. Are any preparations needed before your staff arrives to clean my home?
Absolutely not, it is our job to come and make your house look impeccable and clean. It wouldn't hurt to just take a minute or two to pick up off the floor or put away anything you think is important and do not want misplaced or discarded. We do request that you take precautionary measures to provide our staff a safe working environment. Aside from that, we would like our staff to focus their time on the cleaning and maximizing their time so you get the best value for your money.
11. What can I expect after your staff have finished their cleaning?
You can expect to walk into a completely different space than you saw before the cleaning. It will not only look and smell fresh and pristine clean, you will see the shine and all areas will be looking new again, no space left untouched, we guarantee it.
12. What if I am not satisfied with the work?
If you are not 100% completely satisfied with the work, please do not hesitate to call or email our office within 24 hours and we will fix the problem right away to the best of our ability. Your satisfaction is our guarantee. We pride ourselves on the belief that the customer is always right, and in all cases the customer must be happy after the service is complete, without exception. We will contact you shortly after the cleaning as well to get your opinion first hand. If we cannot reach you, simply return our call at your earliest convenience.
13. Do I need to be present when your staff are performing their services?
No, you do not have to be present during the cleaning. However, this is your space and you can come and go as you please. Just let our staff know if there is anything you would like cleaned first or in any specific order, so that the inconvenience to you, if any, is at a minimal.
14. Can I request the same Professional?
We will do our best to match you up again on your new booking, but please understand that as an independent contractor, it is up to the discretion of the professional to accept or decline your booking. In the event we cannot match you, another professional will be assigned, but we will definitely prioritize your request for the same team member.
15. Does your company use environmentally friendly products and/or green products?
Not only do we only use all Eco friendly green sealed products and cleaning supplies, but we have acquired the best that the cleaning market has to offer in products that have gone through years of testing by the top people in the industry and have proven to work very well and are safe for the environment and for your families.
16. Are your products safe for my family?
Yes our products are the best on the market and are very safe for you and your family and your beloved animals. To find out more about what products we use and how we discovered them, simply call our office or email us and we will be glad to bring you up to date on the products we use and give you peace of mind. This is another area that we do not compromise on at all. We at Wise Maid and our staff alike have families also and we know how important it is to keep them safe from harmful products.
17. What if I have pets?
Pets, we love all animals. However, it is in the best interest and for the safety of our staff and your pets that we ask you to kindly have them placed in a separate room or crated somewhere comfortable temporarily. This rule is in place simply because the noise of the vacuum and also strangers in the house can often alarm small dogs and cats, therefore we encourage our clients to use this option or even better take them with you during the cleaning or leave with a friend or neighbor just for the duration of the cleaning if that is possible.
18. What forms of payment do you accept?
We accept cash, cheque,credit cards, Paypal, EMT transfer, call our office at (604) 620-8229 to get the EMT information. Automatic and secure online payment by credit card. And for businesses, a company cheque is acceptable. Cheques should be received at our before 48 hours before the appointment.
19. What if I need to cancel, what is your cancellation policy and process for rescheduling?
If you cancel or reschedule within 48 hours then we have no cancellation fee. If you cancel or reschedule within 24 hours to 2 hours, then unfortunately there is a small cancellation fee $20. If you cancel and do not reschedule for any reason within 2hours before the job, then regrettably we do have to charge you 50% of the cleaning cost to offset expenses incurred by this cancellation. Please call us at (604) 620-8229.
20. What happens after I have made a booking?
You will receive a confirmation email of the day and the time scheduled for the assignment. After we match your professional, we will provide you with the name of the professional.