FAQ

FAQ

General Questions

How do I make a booking?

Click here to make an online booking. Its super easy.

What's included in a standard cleaning?

Click here to see what's included in our Standard Clean.

How does your pricing work?

Our pricing for a Standard Clean includes both tax and tip. Pricing is based on the number of rooms and bathrooms that you wish to have cleaned, with extra costs for laundry and other services.

How long will a cleaning take?

We endeavor to be out of your place within 3-4 hours so that you can use your space as soon as possible Depending on the size and scope of the job, we will send multiple cleaning professionals to ensure that your cleaning is completed within this timeframe.

How do I edit / cancel a booking?

Please log into your account and click on the "edit" button.

How do I redeem a voucher or coupon?

You can redeem your voucher and coupon on the booking pages in the pricing box on the right hand side of the page where the price summary is displayed, you will see an option to ender a promotional code that will reduce the cost of your cleaning once you enter a valid promotional code.
Please note that only one promotional code may be used per cleaning and a promotional code may not be reused

Can I make specific requests?

Yes. Within the booking process, there is a commentary box that you can make specific requests.

How can I get you a key to my place?

Simply leave your key with your concierge in an envelope labeled “Kleanr” in the morning and let them know a Kleanr staff member will be coming to clean your home. When we are done we will drop your key back with your concierge.

What if I don’t have a concierge?

Not a problem. We can make alternate arrangements. Just let us know.

Do I have to be home while you clean?

Nope. If you leave your key with the concierge, we can let ourselves in, clean, and return the key when we are finished.

Can I leave you my keys?

Yes. Many of our customers leave a spare key with us. We will take good care of your key. It is locked away securely when not in use.

Will the same cleaning professional always show up?

If you are happy with a certain cleaning professional, we will always strive to ensure that same individual is assigned to your next appointment. Our number one goal is to ensure our customer’s satisfaction.

Will you do my laundry?

Yes. Just click on the “Laundry” option. We will endeavor to do 2-3 loads of laundry in the allotted time that we are in your unit (size of laundry machine and run cycles determine this). If you would like your sheets changed please leave clean sheets on the corner of the bed. 
For clothes, please put aside a pile of clothing that you wish to have cleaned – we don’t want to clean anything not meant to be cleaned by accident.

Is Kleanr pet safe?

Yes. We understand that you love your pets. We will be respectful of them while we clean.

Does Kleanr use products that are safe for all surfaces?

Yes. All of the products we use are tested beforehand and we use a variety of different cleaning products specifically designed for specific surfaces. Our cleaning professionals are trained to make sure that the right products are used.

Trust and Safety Questions?

Are you insured?

All our professionals are vetted and background checked. We also have liability insurance of C$5,000,000 to put your mind at ease.

Can I trust Kleanr professionals?

Yes. All of our professionals are background checked, thoroughly vetted, trained, bonded and insured. They are the best of the best. We view ourselves as one big family, so we will treat your home with the utmost respect.

How do I file a claim or complaint?

You can file a claim / complaint through your account page and a representative will get back to you as soon as possible.

Policies

Can I cancel and re-schedule an appointment?

You can cancel or re-schedule your appointment up to 24 hours before your scheduled appointment free of charge.

What if I’m unhappy and want my money back?

We hope this never happens. If it does, please log into your account and you will be able to ask for a refund there.