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FAQ/POLICY

Do you accept online bookings?

  • What If I cancel or reschedule? 

    • Cleaning services that are not canceled within 24 hours of the scheduled cleaning will be charged 30% of the booking price or $50 depending on which is greater.

    • If we are unable to access your home the day of the scheduled cleaning. This will be considered a lockout and 75% of your booking price will be charged.

    • Why do we charge a cancellation fee? - When you book with us a time slot is created specifically for each client. Time slots include not only the time of booking but the time it takes to clean your home. Charging a cancellation fee ensures we can compensate employees for their travel time and time they would've spent cleaning your home.

    • Do you have a rescheduling fee? - nope, as long as its 24 hours before and not excessive, we are dedicated to meeting your needs on your time.

  • Do you take cash?

    • Unfortunately we do not accept any cash or check payments. We do however accept online payment via debit card, credit card, or bank transfer.

  • Do you provide your own equipment?

    • Our cleaners provide all equipment needed to complete services. If you have a specific request, ex. Stainless steel fridge shining, we ask that you provide our cleaners with those solutions to help complete the service.

  • How do we pay for the service?

    • Once cleaning service is completed and payment will be made with the payment details that were collected upon booking - the final invoice will be sent to you directly and payment will be pushed through.

  • What types of services do you offer?

    • We offer a wide range of house cleaning services - please review our service inclusions page to see details breaking down exactly what we can offer.

  • Do you offer carpet cleaning or window cleaning?

    • Unfortunately, we only offer house cleaning services and no niche type services such as carpet cleaning and window cleaning.

  • Tidy helper reserves the right to refuse service at any time during cleaning if it is putting our employee's health and safety at risk.  

  • Tidy Helper reserves the right to refuse to do anything that is impossible within a given time limit or that goes outside the scope of its practice 

  • Tidy Helper reserves the right to charge a convenience fee based on a customer failing to practice proper customer responsibility that directly interferes with cleaners doing their work 

  • Tidy Helper reserves the right to adjust quote totals based on rate and extra time spent to compensate employees fairly if put in a situation where the home requires more than usual labor or if the home is not sized properly 

  • Please allow an arrival window of up to an hour in certain cases such as previously scheduled cleans, traffic and other unforeseen events unless previously discussed with management

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Just as a cleaning service may not be a good fit for a household, not all households are a good fit for our services. That said, we retain the right to refuse service(s) at any time we see fit. Typically, if this becomes necessary it will be communicated via email, though not exclusively. Below are a few reasons we may decide to discontinue or decline to service a client:

  • Anything we deem inappropriate or a threat to our safety

  • More than one employee has communicated their discomfort with a client and has asked not to be scheduled with that client again

  • Disrespectful attitude or inappropriate behavior towards our employees or office staff

  • Frequent/excessive messes "left for the cleaner"

  • Repeated disturbance to our workflow due to members of the household actively using the rooms we are cleaning even after being asked to vacate

  • Refusal to mask or social distance around our cleaners (regardless of vaccination status)

  • Dishonesty or nonpayment of balance due

  • Frequent last-minute schedule changes, frequent cancelling on short notice, or frequent lock-outs

  • Refusing to respect our lost-wages fee, safe and comfortable work conditions policy, or other policies as detailed on the website and signed agreements

  • Requests to overextend the services we advertise to provide

  • We do not guarantee the removal of mold as this can be a health hazard for the cleaners

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