Frequently Asked Questions

General Questions

How does pricing work?

Pricing is based on an hourly rate between $25 to $30 per hour. You can see the tiers by clicking here.

How can I get a quote?

Simply visit the signup flow to book a cleaning and as you provide information about your house and schedule, your quote will dynamically adjust.

How can I book an appointment?

Simply visit the signup flow and follow the prompts.

Am I charged the full quoted amount even if it doesn't take that long to clean my house?

No, you're only charged based on the amount of time your cleaner was actually at your home working. If they finish early, you aren't charged the full amount quoted.

Does someone have to visit my house before I can book a cleaning?

Absolutely not! We wouldn't want pushy sales people coming to our house so we would never do that to you. You can get a quote and book your cleaning online. It takes about one minute.

Are cleaning supplies included?

Cleaning supplies aren't included by default. This ensures your cleaner uses the products you like and there isn't any cross-contamination from house to house.
However, if you don't have supplies, we can bring them for an additional charge of $10 per visit ($15 for move-in/out cleanings). You can opt-in to this option from your customer dashboard. Also, you can click here to see a list of items to have on hand. Please note: we always use your vacuum and mop/bucket so please be sure to have those items on-hand.

How can I communicate with my cleaner?

You can leave any notes or instructions for your cleaner from your customer dashboard.

What if I'm not happy with my cleaning?

Please get in touch with us right away and we'll make arrangements to rectify the situation. We have a satisfaction guarantee that we stand by.

Scheduling Questions

The quoted time is too high/low. What do I do?

You can adjust the timing of your cleaning directly on your customer dashboard by clicking on "Edit" in the Schedule section. Please note that if you adjust your timing downwards, we ask that you prioritize taks for your cleaner as they may not have adequate time to clean your entire house.

I've booked my cleaning and my dashboard says it's scheduling my job. Now what?

There is nothing more for you to do. The system will schedule your job and send you a notification.

Can I get a same-day booking?

We don't guarantee same-day bookings. But, depending on the day, we can often meet this requirement.

There isn't an option for service every 3 weeks. Is this possible?

It is possible, but with the caveat that you likely will not have the same cleaner each visit. This is because recurring scheduling is based on weekly, every two week, or monthly (every 4 weeks) intervals. An every 3-week schedule breaks this paradigm and would mean a cleaner paired with you couldn't be paired with other customers on a normal recurring schedule.

Additionally, every 3-week schedules are billed at our monthly rate due to the increased operational overhead of managing these appointments.

Do I have to be home for my cleaning?

It's completely up to you. If you're not going to be home, make sure you let us know how to access your house by putting the information in your customer dashboard.

Does my cleaner arrive at the exact time I book?

Yes, most of the time. However, we allow a one-hour window due to traffic and weather circumstances. In scenarios where your cleaner will be late, you will be contacted to let you know the ETA.

Is there a minimum booking time?

Yes, the minimum job length you can book is 2 hours.

When am I charged for the service?

You are not charged until after the cleaning has been completed. Your invoice will reflect only the amount of time that your cleaner was actually at your home working, rounded-up to the nearest 15 minute increment.

What are the typical start times?

Morning jobs will typically be scheduled to start at around 8 or 9 am, afternoon jobs will typically be scheduled to start around noon or 1pm and evening jobs will typically be scheduled to start around 5 pm.

How do I request a specific start time?

If you are booking a one-time job, you can request a specific date from your customer dashboard by clicking the "Edit" button underneath the "Schedule" section.
If you require a specific start time, you can request it via your job notes. Please note, however, we may not always be able to accommodate certain start time requests but we will do our best.

Can I change my schedule easily?

Absolutely. You can change your schedule anytime you want from your customer dashboard.

What if I need to cancel or reschedule?

No worries. Just go to your customer dashboard and use the scheduling tool to reschedule. Please note that cancellations within 24 hours of a scheduled cleaning may result in a $20 cancellation fee.

Are there any commitments or contracts?

No, you can cancel service anytime without any penalties. You don't have to commit to any contracts or pre-determined number of appointments.

What happens if I'm not home when my cleaner shows up and I forgot to leave a key?

If we dispatch a cleaner and they're unable to access your home, we'll do our best to get a hold of you to find a solution. However, there is a "lockout penalty" of 2 hours of your quoted rate that will be charged if we cannot get a hold of you and gain access to your home.

Cleaning Questions

What's included in a standard cleaning?

Here's a listing of what gets cleaned in every room of your house during a standard cleaning. You can also request extra items via your customer dashboard.

Can I request extra tasks to be completed?

Most definitely. Visit your customer dashboard and you can add requests to your schedule via the notes. Please ensure that if you are adding tasks such as cleaning interior of fridge or interior of stove that you add additional time to your quote.
Some of the common extra tasks are:
- Clean interior of fridge
- Clean interior of oven
- Clean interior of cabinets
- Clean interior windows
- Spot clean walls
Each task will increase the amount of time allotted to cleaning your house.

Do you provide the supplies?

Cleaning supplies aren't included by default. This ensures your cleaner uses the products you like and there isn't any cross-contamination from house to house.
However, if you don't have supplies, we can bring them for an additional charge of $10 per visit ($15 for move-in/out cleanings). You can opt-in to this option from your customer dashboard.Also, you can click here to see a list of items to have on-hand. Please note: we always use your vacuum and mop/bucket so please be sure to have those items ready for your cleaner.

What services do you offer?

We offer a range of services from weekly cleaning to one-time cleaning to move-in and move-out cleaning. You can see the different services by visiting the front page and clicking on the "Services" button halfway down the page.

What forms of payment do you accept?

We currently accept all major credit cards, including VISA, Mastercard and American Express.

Can I pay cash?

We unfortunately do not accept cash as payment.

How many cleaners do you send?

Only one cleaner is sent to your home. If you're on a recurring schedule, we'll do our best to match you with the same person going forward.

Can I have the same cleaner each visit?

We try to pair you with the same cleaner for all your cleanings but can't guarantee it because of scheduling conflicts or other unforeseen factors.
If you're on a recurring schedule, we'll always try to send you the same cleaner.

Can I request a different cleaner?

Yes, you can. This can be done through your online customer dashboard.

Are Mopify cleaners screened?

Absolutely. The cleaners go through a screening process that includes a police background check, reference checks and in-person interviews. We also require significant experience in residential house cleaning to work with us.

Do you use green products?

At this time, we can't guarantee the products we supply are green. However, if you require the use of green products, we're happy to use any products you supply to clean your home. Here's a list of what to have on-hand.

Miscellaneous Questions

What services do you offer?

We offer a range of services from weekly cleaning to one-time cleaning to move-in and move-out cleaning. You can see the different services by visiting the front page and clicking on the "Services" button halfway down the page.

Will you manage my keys?

Unfortunately no, we don't offer this as part of our service. We suggest you get a combo lock box like this one or install a numeric deadbolt like this on your door and leave the code in the "House Access" section of your customer dashboard.

What areas do you service?

We're currently serving Ottawa, Toronto, Calgary, and Edmonton but we will be expanding to other markets shortly. Click here to see all the areas we service.

Do you have a satisfaction guarantee?

Yes, we do have a satisfaction guarantee. If there's any part of your cleaning that you aren't satisfied with, we'll send someone back to fix the deficiencies at no cost to you or credit your account the difference as long as you let us know within 24 hours of your appointment completion.

Please note: the guarantee does not apply to move-in/out cleanings or appointments where the timing has been lowered beneath the suggested time.

Should I be leaving a tip?

It is completely up to you. The majority of customers do not tip so it certainly isn't customary or expected.

What happens if something is damaged in my home?

If anything in your home is damaged during a cleaning, get in touch with us immediately by phone or email and we'll make it right. Mopify has an extensive insurance package that covers you, your home and its contents at up to $5 million per occurrence.

Do I have to fill-out a review after every cleaning?

You'll have the option to do this after every cleaning appointment via a link on your receipt and via your customer dashboard. You don't have to fill-out the review but we really do appreciate any and all feedback.

Do you clean offices?

We do clean small offices. If this is of interest, please reach-out to us by phone or email to set this up.

What if I have pets?

That's great! We love pets. We'll be sure to match you with a cleaner that does too. Feel free to leave your pet's name in the appointment notes so your cleaner knows how to address them.

Do you offer gift cards for house cleaning?

As a matter of fact, we do. You can learn more by visiting the gift card page.
Please note: gift card balances are non-refundable and non-transferable.

Do you have a referral program?

Yes we do! When you refer someone, they get $20 off their first appointment. Once they’ve completed their appointment, a $20 credit is applied to your account.

To refer someone:
1) Log in to your customer dashboard
2) Find your unique referral URL (it can be found on your main dashboard page and in the Gift Card/Discount section)
3) Share it and instruct the person you’re referring to sign-up through that link

Please note: The person you refer MUST sign-up using your unique referral URL, which you can find on your customer dashboard. Referral discounts cannot be applied after the fact.
It also may take up to 24 hours for the referral credit to be reflected on your account.

Are there any limitations to your referral program?

Nope! You can refer as many people as you want. In theory, if you refer enough people, you could have free cleaning for the rest of your life. Imagine that!

The only caveat is that the referrer MUST sign-up using your unique referral URL, which you can find on your customer dashboard.

Additionally, you cannot refer yourself or refer anyone living in the same residence as you.

Not finding the answer to your question here?

Contact support by email or phone.