Yes. We’ll remind you with an email or text message where you'll have the opportunity to confirm, re-schedule or cancel your cleaning. Reminders are sent:

72 hours prior to appointment and;

24 hours prior to appointment

Upon arrival for the first cleaning, you would give a quick tour letting your cleaner know what you'd like them to focus on (if not stated in booking notes), and anything we should be extra careful with. It's very straight forward for us but we want your experience to be comfortable and gratifying at the end of the day.

To make our house cleaning services more efficient, we ask that the home is cleared out entirely and lockbox information is sent to us prior to cleaning date.

For our Moving cleaning services, we require that the home be completely unfurnished and free of garbage unless otherwise agreed upon prior to booking. To ensure the cleaning process is as efficient and effective as possible, it is crucial that no moving activities (moving in or out) take place during the scheduled cleaning. This helps avoid disruptions that could affect our cleaners' workflow and the overall cleaning outcome.

Additionally, please ensure that no other work, such as repairs or tradesmen activities, is occurring at the same time as our cleaning appointment. Our team follows a specific workflow designed to complete the cleaning within the expected timeframe, and any interruptions can necessitate adjustments in service duration and potentially in pricing.

For Deep cleans we ask that the home is tidied(loose items cleared off all floors, kitchen sink emptied, and window blinds left open. If you’d prefer us to use your vacuum please leave out and fully charged. For unit access by lockbox we ask that lockbox code and lockbox location information is sent to us prior to cleaning date.

When you schedule a Deep cleaning with us, you have two options for your convenience:

1. Vacate the Home: You may choose to leave your home during the cleaning. This allows our cleaners to work efficiently and without interruptions, ensuring a thorough clean.

2. Stay in the Home: If you prefer to stay, we kindly ask that you remain in one designated area of your choice while our team cleans the rest of your home. Once an area is cleaned, you can move to it, allowing our cleaners to continue working in other areas.

To facilitate a smooth cleaning process, please plan your day around the cleaning schedule. For example:

• If you have a phone meeting, please arrange to be in a location where our cleaning activities—like vacuuming or running water—won’t disturb you. This also prevents delays in our workflow which could extend the cleaning time and affect pricing.

• Avoid walking around, lounging, or cooking while our team is cleaning. Decluttering, shuffling items around, or moving back and forth can hinder our efficiency and affect the thoroughness of the clean. Our goal is to provide you with the best possible service. By minimizing disruptions and staying clear of the work areas, you help us maintain our cleaning standards and complete our tasks more effectively. We appreciate your cooperation in creating an environment that allows our cleaners to perform their work stress-free and uninterrupted.

That’s okay! Just leave us detailed entry instructions when you schedule your appointment online so we know how to gain access to your home.

We ensure you are well-informed about your cleaner's arrival time on the day of your scheduled cleaning. Here’s how our notification system works based on the arrival time option you select:

• Fixed or Exact Arrival Time: If you choose a fixed or exact arrival time, you will receive a notification approximately 15 to 30 minutes before your cleaner’s scheduled arrival.

• Two-Hour Window: If you opt for a two-hour window, you will receive a notification within an hour of your cleaner's arrival, indicating they are on their way. Please remember that selecting this option means your cleaner's arrival time will fall anywhere within the two-hour window you've selected. For example, if you select a 9 AM start, the cleaner could arrive anytime between 9 AM and 11 AM. This flexibility helps us manage scheduling efficiently and accommodate unforeseen delays.

• Any Time During the Day: For those who select 'any time during the day,' you will be notified the day before your scheduled cleaning about the approximate time your cleaner will arrive.

This system ensures that you can plan your day with confidence, knowing when to expect us. For those who choose the 2-hour window, we kindly remind you that this was the option you selected at booking, and we ask for your understanding that the arrival time is approximate within this window.

Our commitment is that your cleaner will always arrive for your scheduled appointment. If you haven't heard from your cleaner and it is between 1 to 15 minutes past your booked time, please allow a 15-minute grace period. There are several reasons why your cleaner might be slightly delayed:

• Access Issues: Your cleaner may be in the building's lobby attempting to gain access to your unit, especially if coordination with the front desk is necessary.

• Parking Challenges: Finding parking can sometimes delay arrival, particularly in busy areas.

• Traffic or Transit Delays: Unexpected traffic congestion or public transit delays can also affect the arrival time.

Rest assured, your cleaner is making every effort to reach you as quickly as possible.

Yes. You must arrange with your buildings concierge to receive or issue any keys to Hausly. If you are providing a lockbox please make sure to specify its location and code instructions when booking.

To ensure that our cleaning team can work efficiently and effectively, we kindly request the following:

• Personal Space and Activities: Please avoid lounging unclothed, or engaging in activities that could make our cleaning team uncomfortable. Such situations can disrupt the cleaning process and might cause our staff to rush or even avoid certain areas.

• Movement Within the Home: Avoid walking around, cooking, or decluttering while our team is cleaning. Additionally, walking back and forth within inches of our cleaners, showering, or using the bathroom during a Deep clean can significantly hinder our efficiency and impact the thoroughness of the cleaning.

• Hovering and Feedback: Please refrain from hovering over our cleaners or being critical of the cleaning while it's in process. It is best to wait until the end of the cleaning session to address any issues. Being pulled away from a task to discuss something that may not yet have been addressed can result in delays. Additionally, if something appears half-done, it may be because our cleaners plan to return to it later with another tool or technique. Engaging in creating a hostile environment is counterproductive; our teams are dedicated to doing their jobs with the best intentions.

We request your cooperation in creating a respectful and efficient environment that allows our cleaners to perform their work effectively and without discomfort. Your understanding and cooperation help ensure a smooth and successful cleaning session.

Additional cleaning time may be added to your bill if we’ve determined the home is not in average condition(cluttered floors and furniture/ full kitchen sink/extreme neglect). In most cases this is because the lack of cleanliness required more time to begin with, or inaccurate information was submitted at time of booking.

We treat you and your home with complete respect. If something does unexpectedly break, we will notify you instantly and do our best to either repair or replace that item. Our cleaners are all fully insured, so claims are filed when appropriate.

Yes, 100%. Our only goal is to come in and do what we’ve all agreed to, which doesn’t include eating your food, taking a shower, borrowing your possessions, etc. The only things that will be gone are garbage and recycling!

Yes. All our company & cleaners are fully insured so you incur no liability in the event of an accident or job-related injury in your home. We take our reputation in the community very, very seriously!

About 30 minutes to 1 hour before we complete cleaning, we'll send you a text message. This heads-up gives you time to return to your condo unit for a walk-through inspection. During the walk-through, you'll have the opportunity to inspect our work and give us your thumbs up upon completion. This step ensures that you're completely satisfied with the cleaning service provided. We understand that sometimes you might not be available for a walk-through. In these cases, we offer a 72-hour clean guarantee. If you can't be present for the walk-through, just let us know in advance in your booking notes. Additionally, we can send photos or videos of the cleaned unit. These are typically delivered by the end of the day via a dedicated Google Drive folder, allowing you to review our work at your convenience.