(416) 836-0985
COMMUNICATION
How can I contact you if I have questions or special requests?
We are here to help you with any questions or requests that you may have. You can contact us directly via email at hello@queenprocleaningservices.com, or reach out to us through our website contact form. You can also give us a call at (416) 836-0985 if that works better for you. We’re available Monday – Friday, 7 AM – 8 PM, and we would be happy to answer your questions or fulfill your special requests.
How can I get a quote?
Getting a quote with us is easy! Simply fill out our “Get a Free Estimate” form and let us know what type of service you’re looking for. We’ll then generate an estimate based on the information you provide and email it over to you.
What should I do to prepare my house for the cleaning technicians?
Preparation is important to have your home cleaned properly. We recommend that you declutter, move heavy furniture (if you like it) and put away any breakables that may be in the way. You should also ensure that the areas to be cleaned are accessible and free of items that need to be moved. Doing these things before the technicians arrive will help them provide better service and a more thorough cleaning.
HOURS OF OPERATION
What hours do you work?
Our techs are available for cleaning Monday-Friday between 8 am and 6 pm, with our last clean of the day scheduled no later than 4 pm.
Do you work on holidays?
QueenPro will be closed on the statutories holidays. When December 24th and 31st fall on a weekday (M-F), we will close at noon.
What if my regular cleaning falls on a holiday?
If your cleaning falls on a holiday and you like to reschedule it, please note that the earlier you contact us the better, as we fill up around the holidays very quickly.
ACCESSING YOUR HOME
Do I need to be home when you come to clean?
Many of our customers appreciate coming home to a clean house and enjoying not having to be there while we clean. We have many clients who work from home now, so we manage to work around them and disturb as little as possible. However, be aware that you will be asked to switch places to make room for our technicians.
Am I supposed to give you a key to my house?
Not necessarily! We understand that you want to keep your home secure and that’s why we offer different solutions, i.e., a code to let us in through the garage, lockbox etc. We prefer that alarms are not activated before cleaning.
SERVICE RELIABILITY
Are you the person that is coming to clean my house?
We strive to have every cleaning done by the same person (s), however, there may be a change due to illness, vacation, etc. Our main priority is consistent quality on schedule, so we use a systematic checklist to ensure that happens regardless of who completes your clean.
Are you cleaning by yourself or are you bringing a team with you?
We work in pairs on most jobs, depending on the size and scope.
Why do you clean in teams of 2-3 people?
We believe that this cleaning method is the quickest and most efficient way to clean your home.
Do you always come at the same time on the same day?
We do work on a schedule and recommend the same day for each cleaning to create consistency and convenience for all parties.
Do you set times to come back so I know when you are coming or is it random?
QueenPro utilizes technology to its fullest to provide an even smoother customer experience! You will receive an automated reminder email three days before service as well as a reminder text the day before.
Do you show up on time?
It is very difficult to commit to an exact arrival time (apart from first thing in the morning) because of our ever-changing schedule and the fact that we don’t finish cleaning each home at an exact time. We service homes between the hours of 8:00 a.m. and 6:00 p.m. and will strive to be at your home within a one-hour window of the estimated time given to you. We will send an “On My Way”text, so you know what time the technicians will arrive.
Do you do moving cleans?
Yes, we are specialized in move-ins and move-outs.
Do you do miscellaneous projects?
Miscellaneous projects and special requests are welcome. Anything outside of our agreed-upon scope of work, including the cleaning of rooms not originally included in the bid, are considered add-ons and additional fees will apply. All add-ons must be processed through the office and not through employees. Employees are not authorized to deviate from the work order without prior approval from management. All add-ons must be scheduled 24 hours ahead of time.
Do you bring your cleaning supplies?
On the first visit, we will provide cleaning supplies free of charge. Most of our clients prefer to provide their supplies. To help our clients, we can send you a list of suggested products and materials that best suit your needs.
CHILDREN & PETS
Is it okay if my pets hang out in the same room as you clean?
We love animals! However, QueenPro will not restrain or move an aggressive or barking dog. If your pet is aggressive or uncomfortable with strangers, please restrain her/him before our staff arrives.
Is it okay if my kids are in the same room as you cleaning?
The cleaning techs need to be able to work without distractions. Every effort is made for the cleaners to work safely, but we cannot assume liability for the safety of others while cleaning your home.
RESCHEDULING AND LOCK-OUTS
What happens if I need to cancel my appointment?
We understand that if something comes up and we can’t clean for you at your normally scheduled time, just let us know! We kindly ask for a 48 hours notice of cancellation or preferably the most notice you can provide once you know you will not be able to keep the appointment time. Cancellations with less than 48 hours’ notice will incur a fee of 50% of the appointment cost.
If service is cancelled within 24 hours of the day of your appointment, we are unable to access the home upon arrival or are turned away at the door, a full-price service will apply.
BREAKAGE/DAMAGE
What happens if you break something while you are at my house?
Our staff take great care when cleaning your home, but occasionally accidents do occur. Our policy is to inform you immediately when an accident occurs but if you notice any breakage/damage please notify us immediately so that we may take appropriate action. For your peace of mind, QueenPro is fully insured and our policy covers any accidents or illnesses that may occur while we are working with our clients.
MAKING PAYMENTS
Why do you need my credit card?
To secure your booking you’ll be asked for your credit card number. After the cleaning is performed, you’ll receive an invoice and you can pay using one of our options. We can also charge the credit card on file automatically for your convenience.
Is my credit card information safe?
All payments are processed through a secure SSL-encrypted system for maximum security.
How can I pay for my services?
We accept debit cards, credit cards and email transfers (preferable). *The cleaning technicians do not handle any form of payment.
Payment is due in full on the day of the service. If payment is not made until the following morning of service, QueenPro reserves the right to run the credit card on file.
Can I pay you in cash to avoid taxes?
We’ve switched over to a cashless system so you can pay by bank transfer, debit or
credit card. The HST is not something we have control over, it is a government requirement on businesses that exceed the threshold in sales that are exempt from the sales tax and are required to charge the HST on the service they provide.
Do you provide invoices/receipts?
Yes, invoices/receipts will be provided upon request.
Do you do price matches?
No, we don’t. Cleaning service is not a commodity. If we matched prices, we would have to cut corners, and that would take away from getting you the best results.
TIPPING
Am I supposed to tip you for your service?
A tip is neither expected nor required, but always appreciated. It’s completely optional and at your discretion.
