Frequently Asked Questions

Please click or tap on questions below:

What products will be used when you clean?

We proudly use NATURAL PRODUCTS when cleaning.

Please note, we strive to be an environmentally conscious cleaning company – your fairies are trained on our techniques.

Are you bonded and insured?

Yes, 100%.  Our staff are also covered by WSIB. We are able to provide proof of insurance if requested.

What is a Cleaning Tech and why are they unique?

Cleaning Techs are the professionals who come into your home to provide our boutique cleaning services.  Many have previous experience working in top-notch hotels or private homes. We only pick the best! They are experienced, trained, careful, reliable, honest, and in great shape! Our management team adheres to a strict hiring process, which includes reference checks, training and bonding and insurance protection. We keep a close eye on our staff and if they don’t love their job and care deeply about their performance, they don’t stick around.

Do you always send in the same Cleaning Tech?

We make our best efforts to send the same Cleaning Tech each time. It’s the most efficient set up for all parties, but we do not guarantee it.  While we’re pretty good at maintaining the status quo, we are managing both our staff and clients’ needs which are constantly in flux. If you are sent an alternate Cleaning Tech, our staff have access to detailed information about your preferences and requests to ensure consistency with our work.  Sometimes, you might even prefer your new Cleaning Tech. You are welcome to let us know if you have a preferred Cleaning Specialist and we will make every reasonable effort to have them service your home.

Will the first cleaning take longer?

Yes.  In order to bring your space up to our standards, the first cleaning will take longer so that we can give your home that deep cleaning it needs.  Homes that have not been cleaned in a while or homes with shedding pets will take longer to clean.  If your space falls outside of the anticipated range due to its condition upon our arrival and we feel we won’t be able to bring it up to our standard, we will contact you to discuss options; increasing the amount of time required (possibly booking an extra slot on another day depending on availability), or simply doing what we can in the allotted time to get your space as clean as we can.

How long does a typical cleaning take?

Less time is required for subsequent regular cleanings since we are familiar with your space and of course, regular maintenance helps cut time down. Our lifestyle and habits dictate how our homes are kept and we’re all different, so it can be hard to predict this without cleaning the space first. We’re here to help – no judging – but the condition of your home when we arrive (ranging anywhere from a post fraternity house to meticulously-kept Martha Stewart’s mansion), will dictate how long we need on a one-time and regular basis. When we chat with you we will be able to provide you with a ballpark estimate, and then confirm that once your initial clean has been completed.

What if I need to cancel my appointment?

In order to prevent a last-minute cancellation, we send out reminder emails and text notifications prior to your service and require a 48-hour notice for cancellation – voicemail or email is acceptable and all messages are time stamped for accuracy.  A $75 cancellation charge will apply if notice is not received before this deadline.  If we arrive at the cleaning and there is no key arranged for us or we cannot gain access to the home for whatever reason, a 50% of the estimate is billable as a lockout fee.  If we are dismissed during a job, 75% of the estimate will be billable. Our staff rely on the work we provide to them and we must always respect their time (and by law, they need to be paid even if work is cancelled).

What is your guarantee?

We pride ourselves on our clean track record; however, if you are dissatisfied with your cleaning you are given a 24-hour period to contact us and have that particular area re-cleaned at no cost to you.   We will put a note on your file so that we know to pay particular attention to the issue next time around.   Also if the cleaning has been given a “time cap” by the client, or if we request additional time to complete the work and are not granted an extension, Your House Fairies cannot offer a guarantee (or touch-up) for that job since there is no telling how long it may require to complete to our standards.

Do I need to be at home for the cleaning?

Only if you would like to be! We’ve been cleaning peoples homes and offices since 2004, unsupervised, with an exceptional track record so you can feel confident in knowing only the best are visiting. If you won’t be home, just let us know what kind of entry and exit arrangement you would like.

What if something is broken or damaged while cleaning?

We believe in shining a spotlight on an issue rather than sweeping it under the rug. If something gets broken or damaged, our staff are trained to photograph it and report it immediately, without reprimand. They are careful and considerate of each space they attend, but every now and then something can happen (we are human, after all). Once reported to the office, we contact you to discuss a fair and quick resolution. We do ask that any irreplaceable items be put away and anything you are concerned about is noted at the time of booking. Please note, we don’t repair or replace existing damage or improperly installed items.

How does Payment work?

We currently accept payment by Credit Card only. Please contact us for more info.

Is HST charged?

Yes, 13% HST will be added to your invoice, applicable for all of our services and products.

Do you change Linens/Bed sheets?

2 beds are complimentary. Any additional beds are $10 each. Please leave the fresh linens on the bed if you would like us to change them.  Beds will be made regardless of linen changes.

What if I have Pets?

You know your pets better than we do.  Are they comfortable around a new person, noise and a vacuum or mop (which freaks out many animals), then having the pet around is fine with us.  To ensure everyone’s comfort and safety however, we recommend that the animal be in a crate or another room for the duration of the job.

PLEASE NOTE:  We DO NOT walk, feed, or clean up urine, feces left from your pet.

 Have a question that wasn’t answered? Contact us!