Questions

MOST POPULAR

What is HelloClean

HelloClean is a service that simplifies the lives of people who are seeking help with their cleaning tasks. We believe that a clean space is the secret to a happy and healthy living environment. We are bringing customers the convenience and affordability of a service that we all can enjoy. Book the hours you require and start enjoying the more important things in life.

How does HelloClean ensure its quality

The quality of our HelloClean professionals is our top concern. Every prospective HelloClean cleaner must pass a Family Watchdog screening and meet specific qualifications and criteria. If cleaners don’t perform, they no longer can clean with HelloClean.

What if I forget about my cleaning and the cleaner arrives with no access

We understand this can happen! However, you will be charged a 50% lockout fee to cover your cleaners time. If you ever need to cancel or reschedule a clean, you must give 24 hours written notice prior to the booking.

What if the cleaner breaks something

Please contact us right away! We always suggest that if you have breakable valuables in your home that are not replaceable – put them away on your cleaning day to ensure they stay safe!

Can I refer friends and family

We’d love for you to share your excitement for HelloClean with your friends, family and colleagues! Please visit our referral page to take advantage of our great program: you get $5, they get $5.

What is your guarantee

The HelloClean 100% Happiness Guarantee is simple – if you are not satisfied with your cleaning, contact us here and we’ll re-clean it for free or receive a full refund.

GENERAL

How do I pay

We accept all major credit cards including Visa, MasterCard and American Express. Select “Book Now” and you will be prompted to enter your customer details along with your credit card information on the last page of the checkout process.

We do not accept payments via cash or cheque. Our transactions are processed online to ensure safe, secure transfer of payment — and to automatically apply our HelloClean 100% Happiness Guarantee in the event that you aren’t satisfied with your cleaning professional.

How do I book multiple cleanings

Once you press “Book a Clean”, you will be prompted to select your cleaning appointment day and time. Once you complete your selection and customer details, you will be able to select another appointment and can then add multiple cleaning appointments to your checkout.

What is your cancellation policy

If a client needs to cancel a scheduled appointment, they must provide the company with at least 24 hours advance notice. If the company does not receive the 24 hour advance cancellation notice, you will be charged 50% of your appointment cost. Your appointment will then be marked as complete and the cleaner will receive payment in full.

How do I redeem a discount or gift card

Please enter your promo code on the checkout page, prior to making payment.

The discount will then be automatically applied.

I haven't received a response from you

If you don’t hear back from us within 24 hours, we appolgize.

We thrive to get back to all inquires and messages within the hour, however sometimes we can not guarantee this response time.

We understand that it can be frustrating to leave a message and not receive a response right away. There is a chance that our web server or phone system is temporarily without access to the internet or email and simply cannot respond to you at the moment.

Troubleshooting:
• Confirm that your message was delivered by looking in your sent box
• Responses from us can sometimes end up in the Junk/Spam folder of your email account, depending on your personal email settings.
• To ensure that new messages do not get lost in your spam or junk folders, adjust your email client’s filter settings to allow for incoming messages from team@helloclean.ca.
• Because spam and junk mail filters vary between email clients (Gmail, Outlook, etc.), we recommend that you are following the spam filter settings instructions for your specific email client.

How do I submit my feedback about the website

What do you love, dislike, or simply not understand about our site? We want to hear from you!

Our team regularly reviews customer feedback. Many of the improvements to our site and app are made as a result of input from our users. While we do our best to act quickly, some recommendations can take time to implement.

Please visit our feedback page to let us know your thoughts, suggestions or concerns.

Do I need to be around for the cleaning

No. However, we recommend that you are always present for the first clean to meet your cleaner. This allows you to show them your space and give specific instructions, if needed. 90% of our customers then give their cleaner a spare key for future cleanings so that they can let themselves in and out securely.

How will the cleaner enter my space if I am not around

You have multiple options for your cleaner. You can leave a key in a hidden area, put a lock box out or provide a garage code. To leave notes for your cleaner, you can add Additional Information (your notes) on the Customer Details page when confirming and paying for your cleaning appointment. Leave any notes or request you may have for your cleaner in this area.

Is payment secure

Yes. Stripe is our payment provider. Payments are absolutely safe, and you can read more about them here at www.stripe.com/ca

Can I trust HelloClean

Yes, absolutely. From our cleaners to our payment processing systems, we work hard to ensure that our service is above your expectations, but is also reliable and secure. Cleaners go thru a strict screening process and reference checks are completed to ensure they meet our high standards.

Do you bring all cleaning supplies

Yes we do. A $5 cleaning equipment fee will automatically be applied on your checkout.

What kind of products do you use

We only use eco friendly, all natural cleaning products – Better for your health and your home. However if we can’t remove the grime off your toilet bowl or other area, we will occasionally use a stronger product to remove all stains.

How long will it take to clean my home

Every home is different due to square footage, pets and overall upkeep. Contact us with any specifics of your home and we would be happy to give you an estimated time frame.

How many people will be in my home

Depending on the job, HelloClean individuals work by themselves or in teams of two. Unless the job requires additional help, we sometimes send multiple teams to service your space.

Do I need to prepare my home

Of course not. Leave all the hard work up to us. If you have any special requests, feel free to contact us at least 24 hours before your cleaning or just leave a note on the kitchen counter!

What if I want something done that isn’t on your checklist

Just ask! We are here to make your life easier so as long as we are able to do the job, we are glad to schedule extra care for your home. All we ask is that you discuss any additional services with us at least 24 hours prior to the appointment.

NSF fees for failed payment(s)

NSF – Non-Sufficient Funds. There is a $25.00 fee for payments that fail to process. If your credit card or debit card is compromised or you wish to change cards. It is your responsibly to update your payment information with us. Thank you in advance for your understanding.

Who do I contact if I have a problem

If you ever have any questions or concerns, call or email us and we will be more than happy to help you.

GIFT CARDS

Can I purchase a gift card for someone?

Of course! Gifts cards are perfect for new parents, house warming gifts or just about any other occasion. The gift card is sent via email with a gift card code that can be used at checkout by the recipient.

Do gift cards expire?

No, of course not.

How do I redeem my gift card?

Easy! Once you are ready to make payment and checkout with your order, You will see a section called “Apply Promo Code”. Enter the code from your gift card and the amount will automatically be subtracted from your total.

CONTACT SUPPORT

Email: Email Support

Phone: +1 (866) 531 4631

Live Chat