How can we help?

HELP & FAQ's

Getting Started

Is it possible to pay by the hour?

Absolutely! You can do so by going to the Booking Page under Extras, choose the number of hours that fit your budget and we will do our best to get as much done in the timeframe that it allows. We suggest having a list of priorities to enable the utmost efficiency.

Our rates are $46 per person/hour and we have a 3 hour minimum. This is recommended for Move-in/Out Cleaning, Pre/Post Renovation Cleaning, and Pre/Post Party Cleaning, as they can be difficult to adequately assess site unseen.

What is included in a standard cleaning?

We will disinfect your kitchen, including small appliances (microwave and toaster), wipe down cupboard & drawer fronts, clean backsplash, countertops, scrub out the sink, clean fridge and stove exteriors. We vacuum/mop the floors, moving furniture as is possible to thoroughly clean underneath. We dust furniture, knick-knacks and wall hangings as well as the baseboards. We will sanitize your bathroom(s), including shower stall and tub surround.

Extra services are considered a ‘Deep Clean’ and include: Lighting, Ceiling Fans, Vents, Interior of Large Appliances, Cleaning Walls, Blinds & Windows, Woodwork & Cabinet Interiors.

How do I know what is sufficient for our household, weekly, bi-weekly, every three weeks or monthly?

As a general rule of thumb I would say that weekly/bi-weekly is great for families with pets and children. Every three weeks is better for couples with one pet or one young child. While monthly is adequate for singles or couples without pets & children that keep things up in between cleanings.

Do you bring your own cleaning supplies, products and equipment?

Our cleaners will bring their own cleaning supplies and products. If you have certain products that you prefer, present them to the cleaner when they arrive. However, we prefer to use the clients vacuum cleaner so as not to cross contaminate from one home to another, however if you do not have one, please add that to the customer comments when booking as we will provide it when necessary.

How do I apply a Groupon or Yelp Voucher?

When filling out the booking form enter ‘Groupon’ or ‘Yelp’ in the Discount Code box. Fill in your home details and preferred scheduled date & time. If there are any costs reflected in the total, they will be adjusted manually by staff.

Do you service my area?

We service Ottawa and the surrounding areas including: Aylmer, Barrhaven, Dunrobin, Gatineau, Gloucester, Kanata, Orleans, South Keys & Stittsville. If you are outside of the 25 km perimeter, there is an additional charge for gas/time that is discussed with you prior to confirmation. If you are ever unsure if we service your particular area, please send us an email, text or call 613-282-9388. We do our best to respond quickly.

Manage Your Account

How do I book my first appointment?

We have designed our site to be as friendly to new customers as possible. After selecting the # of bedrooms and bathrooms, just click “schedule an appointment”. From here you can add in all your details, along with the date and time that is suitable for you, and any extras you may like. Don’t forget that first time clients receive a 20% discount! The discount code is ‘First Time’.

At any point if you have any questions or are confused, click on the “contact us” button at the bottom of your screen.

How do I change my address/credit card or any related information?

If you ever need to change details of your account, it’s as simple as sending us an email. We would be more than happy to help.

Pricing & Policies

Why do you need my credit card information to redeem a voucher?

We require a credit card in order to complete the booking process. Not only is this a safety aspect for our cleaners but also if you decide to add any extras, the credit card on file would be billed. Email money transfers are also accepted. Please call or email to request this.

Trust & Safety

What happens if something goes wrong during my appointment?

It is very unlikely that anything will go wrong but it can happen. Please call/text for immediate assistance 613-282-9388. At any point if you have any concerns, shoot us an email or click on the “contact us” button at the bottom of your screen and we will be sure to respond to you as quickly as possible.

Is my billing information kept safe and secure?

The Smarter Cleaning Company uses Stripe Payment for all our transactions. Below is snapshot of the features Stripe implements for your safety.

PCI

  • Stripe has been audited by a PCI-certified auditor, and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available.

SSL and HSTS

  • Stripe forces HTTPS for all services, including our public website. We regularly audit the details of our implementation: the certificates we serve, the certificate authorities we use, and the ciphers we support. We use HSTS to ensure browsers interact with Stripe only over HTTPS. Stripe is also on the HSTS preloaded lists for both Chrome and Firefox.

Encryption

  • All card numbers are encrypted on disk with AES-256. Decryption keys are stored on separate machines. None of Stripe’s internal servers and daemons are able to obtain plaintext card numbers; instead, they can just request that cards be sent to a service provider on a static whitelist. Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure, and doesn’t share any credentials with Stripe’s primary services (API, website, etc.).

What is your 100% satisfaction guarantee policy?

If the cleaning doesn’t meet your satisfaction, please make the cleaner aware of your complaint; give them the opportunity to rectify it while they are still there. If you are still unsatisfied with the job done, contact us as soon as possible and a member of our staff will work with you to resolve any issues that you may have to make it right.

What is your refund policy?

Once we have exhausted all means to rectify the problem, if you are still unhappy, we will provide a full refund.