FAQ

Frequently Asked Questions

The following is a list of the most frequently asked questions we have received. If you have any further questions or concerns don't hesitate to contact us!

General questions

What payment options do you offer?

We accept Cash/Cheque at time of service, as well as credit cards through our secure website.

What kind of homes do you clean?

Our standard cleans cover houses, condos, and appartments. Any other irregular homes such as RV or boats can still be booked, but please use the "Specialty Orders" page to give us the information!

Is my information safe on your website?

Yes! Our servers use SSL encryption to protect all of your information. Also, all credit card information is powered by Stripe, meaning we are fully PCI compliant and your information is secure.

What is Stripe?

Stripe is the service we use to process credit cards. This offers you security and comfort when purchasing through our website. None of this has any additional costs or fees to you. For more information see Stripe.com

Who do I make cheques out to?

Please make all cheques payable to "Easy Clean Toronto"

How do I judge the size of my home?

We use a very easy system, we go by the number of bedrooms your house has. Note: this means the number of bedrooms you would list if selling your house, for example. If you have 3 bedrooms but have converted two into offices, you would still select a 3 bedroom size home.

Is the basement included in your standard clean?

Not under our standard pricing, but you can select the Basement add on for $50 to ensure your basement is cleaned.

What areas of the home get cleaned?

All the areas of your home! This includes bedrooms, offices, kitchens, bathrooms, living areas and common areas, etc.
Only the basement needs to be selected as an add on.

I liked the cleaning worker you sent last time, can I ask for him/her exclusively?

Feel free to email us with any requests about cleaner preference and we will try to make it happen. It will depend on the cleaner's schedule, but we will do our best to make it work for you.
Also, feel free to give us feedback about your experience with our cleaning staff.

I am getting the error "You have already applied for an appointment. Please wait until you hear from us." even though I haven't checked out.

You have an appointment in your shopping cart but haven't finished the checkout. If you remove it or finish the purchase you can make another appointment.

Do your workers come with their own cleaning products?

Our workers come with their own cleaning supplies at no additional fee but if you require specific supplied to be used just inform us or leave the out and we will use them.

Is there a cancellation policy or fee?

Our cancellation policy is as follows:
You can cancel for whatever reason 48 hours before your scheduled time slot and there will be no fee to you. Any cancellations after the 48 hour window will incur a $50 fee.

Any "no shows" at the time of service will be charged the full base price for your size home (No add ons)

How do I cancel an appointment?

If you would like to cancel your appointment, please email admin@easycleantoronto.ca with your order ID and appointment details.
You can also call us at (647)300-1787 to cancel or reschedule your appointment.

Why aren't I receiving emails from your website?

Please check your spam folder, some email clients incorrectly mark some messages as spam.

I completed my checkout using the cash/cheque option but see no appointments listed on the "My appointments" page

Because this method requires no upfront payment, we need to manually scan the information t verify it's a real booking and not spam. Don't worry, this is done within a day and your appointment will show up in the "My appointment" page shortly.

Why is there a download section on my order confirmation page?

If you are just booking appointments feel free to ignore that section. We use that to sometimes sell coupons or gift cards you can download and print.

Recurring Subscription Questions

Are there extra fees for having a subscription?

No, there are no extra or hidden fees, only savings! You only pay for what you use.

What are the differences between the Structured and Flexible cleaning subscriptions?

Structured subscription bookings are handled in advance (For example: Every Friday at 2pm)
Flexible subscriptions let you log in and pick whatever times work for you while still giving you the loyalty discounts structured members enjoy.

How do I get billed for recurring subscriptions?

If you are using cash/cheque then you pay your cleaning staff as usual at the time of service.

If you are paying by credit card your card will be automatically billed according to the frequency of service. (For example if you are set up under a weekly plan you will be billed weekly)

On a flexible subscription when do I get billed?

You are billed exactly the same was as a Standard Recurring Subscription gets billed. Based on the frequency of cleans and not based on when you book or your appointment times.

If I'm on a flexible subscription and don't use all of my cleans do I get a refund?

Absolutely! We only charge you for what you actually use. For example, If you are on a bi-weekly subscription (2 appointments a month) but only book one appointment that month you can either opt for a full refund on one clean, or use that extra clean in the future.

If I am on a subscription and want extra appointments once in a while can I book more?

Sure!

If you are on a Structured Subscription and need extra appointments at any time just let us know by phone or email (recurring@easycleantoronto.ca) and we will send you an invoice.

If you are on a Flexible Subscription you can book more through the appointment page, the prices will still show $0 for you, and we will just add on the additional costs to your next billing period.

For Flexible Subscriptions are the appointments per month based on the calendar month?

Yes we go by the calendar month. For example, someone on a Flexible Bi-Weekly Subscription can book two appointments in March, two appointments in April, etc. Any additional required cleans will get an invoice on their next billing.

What does the loyalty discount apply to?

It is applied to the base price of your subscription and does not include add ons.

For Flexible Subscriptions what about the partial month for the month I sign up during?

For that first partial month we will place your subscription in a "Trial" status until the first of the next month. You can still book any appointments you want until then, they will just be invoiced and added to your first billing period.