Frequently Asked Questions

Services

  • When booking a Moving Clean, you can expect an all inclusive service. This is our most detailed package and includes detailed cleaning of:

    interior & exterior appliances

    interior & exterior cupboards and drawers

    interior glass windows

    baseboards and spot wall cleaning

    floor cleaning

    This clean is intended to turn the home someone once lived in, into its original state and ready for new tenant/homeowners.

  • When booking a Deep Clean, you can expect a detailed cleaning of:

    interior & exterior kitchen appliances(kitchen fridge interior only, interior dishwasher, interior microwave, interior oven)

    exterior cupboards and drawers

    interior glass windows

    baseboards and spot wall cleaning

    floor cleaning

    furniture & decor cleaning

    deep clean of bathroom

    all doors, frames & tracks

    garbage & recycling removal

  • We specialize in niche cleaning services tailored to specific needs. We currently offer two main types of cleaning services:

    1. Moving Clean: Ideal for when you are moving in or out of a space and need a thorough cleaning to prepare for the next chapter.

    2. Deep Clean: Perfect for seasonal deep cleaning that reaches every nook and cranny.

    While we understand the demand for regular cleaning services, we do not offer scheduled cleanings on a weekly, biweekly, or monthly basis. This decision stems from our commitment to quality and consistency, as we cannot guarantee the same cleaner for every visit. However, if you enjoy our services and find yourself needing them throughout the year, we encourage you to take advantage of our year-round discount code "INTRO" to save 10% on your next deep cleaning.

  • Our commitment is to deliver a comprehensive cleaning experience that revitalizes your entire living space. Throughout our years of service, we have consistently heard from our clients that a full-home cleaning approach best meets their needs. This method ensures a thorough and satisfying result, allowing every room to be brought up to speed and reset simultaneously. Our clients greatly appreciate the holistic nature of our service, and feedback gathered over the years has shown that the majority find the full-home cleaning experience most beneficial. Here’s why:

    • Consistency: We clean every part of your home to the same high standards, ensuring uniform cleanliness and harmony throughout.

    • Efficiency: Our team operates more efficiently when cleaning an entire home, which aids in scheduling and reduces the likelihood of unexpected delays.

    • Enhanced Satisfaction: Knowing that every corner of your home has been professionally cleaned and refreshed significantly improves the comfort and ambiance of your living space, providing peace of mind.

    We aim to align our services with what works best for the majority of our clients. The overwhelming preference for full-home cleanings guides our business model. We encourage you to review the details of our full-home cleaning packages on our website to see how they can meet your specific needs. Our policy ensures that all expectations are clear from the start, allowing our cleaners to work efficiently and without delays.

  • While we do not provide cleaning services for outdoor areas of houses, we specialize in balcony and terrace cleaning for private condo units. This service is available from April through October.

  • For furnished homes requiring a turnover cleaning service, you should book our Moving clean and add on “Additional Cleaning Time (1 hour)” for wiping down furniture and decor. This option is preferable over booking a Deep clean because it includes thorough tasks like cleaning all appliance interiors(including laundry appliances, freezer, oven drawer), closets, and interior bathroom cupboards, which are not part of our Deep clean. With the extra hour, we take care of cleaning any rugs, decor, and account for cleaning kitchen cupboards/drawers with dishes/cutlery placed inside.

  • There are occasions when a unit may present unique challenges that require special attention (ex. excessive residue on surfaces, behind appliances, or other unusual situations). If your unit has been subjected to unusual circumstances (like infestations leading to fumigation residue, unusual substances coating surfaces, bio-hazardous waste, hoarding, etc.), please reach out to us before booking your cleaning appointment. We'll discuss the specific condition of your unit to assess whether our services are suitable and what special preparations might be necessary. It’s safest not to assume that our cleaning services will cover these unique situations. By contacting us in advance, we can save you potential headaches and ensure that we are fully prepared to handle your specific needs.

  • Dish Handling: We do not put away dishes to avoid breakage and misplacement.

    Pest-Related Cleaning: No cleaning in spaces with active or treated infestations (e.g., bed bugs, cockroaches) or pest droppings.

    Health Hazards: We avoid homes with contagious illnesses, excessive bodily fluids, severe mold/mildew, or excessive clutter posing a danger to staff.

    Appliance Movement: We do not move large home appliances. If you need cleaning around or behind these items, please move them before our cleaning session.

    Hood Fan Filter Cleaning: We clean structurally stable hood fan filters only. Due to their susceptibility to breakage, thin wired are recommended to be replaced for health and safety reasons.

    Chemical Use: No use of harsh chemicals like bleach or ammonia.

    Physical Limitations:

    • Ladder use is restricted to 3’ high (3-step ladders only).

    • We do not lift/move items over 100 lbs or move large home appliances.

    Deep Clean Exclusions:

    • Interior freezer and oven drawer cleaning.

    • No fireplace cleaning, laundry services, or cleaning in areas under major construction.

    • We do not clean cars, garages, or do outdoor work (including lawn care, gardening, barbecue cleaning, snow removal).

    • Ceiling cleaning is limited to dusting corners and moldings only.

    • No refinishing of hardwood or grout, or floor stripping, waxing, or buffing.

  • Hausly specializes in heavy-duty cleaning and primarily uses chemical-based products. As an alternative we proudly offer Organic Cleaning as an Add-On for those who prefer natural cleaning solutions. This add-on features organic, clean, and scent-free products, ideal for individuals with sensitivities to chemicals or scents, or health conditions like respiratory issues or skin sensitivities. Due to the nature of these organic products, they may not act as quickly as their chemical-based counterparts and thus, the cleaning time might be slightly longer.

  • Yes. All liquids, tools and fresh cleaning cloths, specialty tools and equipment are included with every cleaning.

  • Cleaning liquids, stainless steel polisher, HEPA filter vacuum, mop with washable microfibre mop pad, fresh colour coded microfibre cloths and 6’ super duster.

  • When performing Deep cleaning services in lived-in homes, we may take close-up photos. These are limited in scope to protect your privacy. Wide-scale photos of your living space are avoided. We firmly believe in and adhere to the principle of consent and want you to feel secure knowing that your privacy is respected at all times. Our team is trained to handle such situations with utmost discretion and professionalism. Unless explicit consent is granted, our team refrains from recording or photographing your private space. In instances where our cleaners encounter an item, fixture, or appliance with pre-existing damage, we may document this before proceeding. This is done to ensure clear communication and avoid any misunderstandings regarding responsibility for damages.

Booking

  • The fastest and most efficient way to get a quote for our condo cleaning services is through our online system. Click the "Get Instant Quote & Book" button located at the bottom of your screen. This tool provides you with a quick and accurate estimate, along with availability information, all in just a few clicks. While you can certainly call us about our cleaning procedures and check general availability, etc. over the phone, we recommend using our online quoting tool for a precise and instant quote. Our online quote system is designed to give you all the information you need rapidly and effortlessly, and once you have your quote you can immediately proceed to book your cleaning appointment if you wish.

    Email Quote Requests: You can also request a quote via email, but please note that the response time for email inquiries may be up to 24 hours.

  • Simply click on the "Get Instant Quote & Book" button located at the bottom right corner of your screen. Our online system allows you to choose the most convenient date and time for your cleaning, ensuring the process fits seamlessly into your schedule. Complete your booking with a secure online payment. For your safety and convenience, we do not accept payments over the phone. Our online payment system is designed to be safe and user-friendly.

  • You can enter your discount code on the very last page of the booking process, right above the “Confirm Booking” button. Look for the “Apply Coupon” option, click it, and enter your code there.

  • No, all bookings must be completed online however you may call in to clarify details.

  • Give us a call or text (437) 888-2936, or send an email to hello@hausly.ca.

  • Yes. You may email us directly at hello@hausly.ca or fill out this form. An estimate will be delivered to your email within 12 hours where you have the ability to decline or accept.

  • If it’s an urgent situation please give us a call at 437-888-2936 to discuss. We’ll try our very best to help out!

  • We are typically closed on Sundays, but we do open on select Sundays when there is high demand, such as at the end of the month if the 30th, 31st, or 1st falls on a Sunday. This accommodation is especially for our clients in the GTA who may be moving and need our specialized cleaning services during these times. If you see an available slot on a Sunday in our scheduling tool, please feel free to book it.

  • The date/time you're looking to book for is not available for any of the following reasons:

    Fully booked day(s)

    Holiday

  • You can try running a google search of your address and unit number, your floor plan or other specifications may be viewable.

  • On our end this information is crucial to the cleaning time your home will require. We can’t assume a 1 bedroom + 1 bathroom unit is less than 600 sq ft. when it is actually over 1100 sq ft, that’s a huge gap, which affects cleaning time significantly.

  • This will depend on the condition and size of your home. We like to be thorough while also working within a reasonable time frame. Typically, our minimum cleaning time for Moving and Deep cleans is 3 hours and up to 5 hours for a home over 1,500

  • 1-2 cleaners is our standard. For homes with square footage over 1,300 1-3 additional cleaners will be added.

  • Yes. When booking a cleaning on behalf of others (a client, tenant, family, friend, etc.) please make sure to leave their contact info in the "Notes".

  • Monday | 8a.m.–6p.m.

    Tuesday | 8a.m.–6p.m.

    Wednesday | 8a.m.–6p.m.

    Thursday | 8a.m.–6p.m.

    Friday | 8a.m.–5p.m.

    Saturday | 9a.m.–4p.m.

    Sunday | closed

  • Even if you've never used a cleaning service before, if you have ever ordered a pizza online or used Uber, you'll be right at home. Having your home professionally cleaned is not only one of best feelings you can get for a couple hundred bucks, but is also one of the best ways to free up more time to spend doing the things you love. We're incredibly proud to provide such great benefits to so many awesome people.

Billing & Payments

  • Upon booking, you're required to provide credit card information or opt for E-transfer. Your card is charged on the same day after we review and verify your booking details like square footage, and the number of bedrooms and bathrooms. A receipt is then emailed to you. For E-transfers, payment must be sent within 30 minutes of booking to our specified email address, ensuring your booking is finalized. A receipt will then be sent to your email.

  • Booking and payment in advance with Hausly not only confirms your commitment but also secures your spot in our schedule. We maintain a strict no-cancellation policy on our part and guarantee our presence as scheduled. Our reputation for showing up and delivering 110% is supported by our reviews and referrals. Once you're booked with us, you become our priority.

  • We accept all major credit cards, visa debit, e-transfer. Our online payments are processed by Stripe and through a fully secure 256-bit SSL protocol. In addition, we have full extended validation SSL security as well.

  • You can enter your discount code in the final section of our online booking form, right above “Confirm Booking”.

  • Tipping is never required but always appreciated!

  • There are 2 ways to leave a tip:

    Tip can be left as cash to the cleaning pro in person during the service.

    Send via e-transfer to your cleaners email address.

  • We're not able to modify invoices to reflect tips paid online or in cash prior or post cleaning. You may use the final receipt from Stripe which the full amount paid at booking will be shown.

  • Rescheduling - You can reschedule your appointment up to 24 hours before your scheduled time without any additional cost. Please email hello@hausly.ca with your full name and appointment date.

    Cancellation - For cancellations made more than 24 hours before the appointment, we will issue a refund minus a $15.95 processing fee. If cancelling less than 24 hours before your appointment, we will retain a 50% service fee of your pre-payment. The remaining 50% will be refunded, minus the $15.95 processing fee.

    Lock-Outs - In the event our cleaners cannot start the job due to a lock-out or being turned away, a 50% service fee from the pre-payment will be retained. The remaining amount will be refunded, minus the $15.95 processing fee.

    Hausly Cancellation - If we terminate a job due to non-compliance with health and safety guidelines, a 25% refund of the total service fee will be provided, minus the $15.95 processing fee.

  • If a refund is applicable, it will be processed after the cleaning is complete to ensure all adjustments are properly accounted for. This helps us maintain accurate scheduling and prevents mid-service disruptions.

Service Prep

  • 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

    ETA text message (30 - 60 minutes upon arrival)

  • 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.

  • 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.

  • 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.

  • 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!

Cleaning Day

  • We offer 3 flexible arrival options, which you can choose during the online booking process to fit your schedule:

    1. Exact Arrival Time – Our routing system and proximity to customers in the downtown Toronto core allow us to arrive exactly when you need us.

    2. 2-Hour Arrival Window – Select a time range (e.g., 9am – 11am) when your cleaner will arrive. You will also receive a text message when your cleaner is on route.

    3. Anytime Arrival – Select a preferred time, but the cleaning may begin at any point during our open hours. You’ll receive a text message when your cleaner is en route.

  • 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.

  • 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.

  • 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.

  • Once an add-on service is booked, it cannot be canceled or removed upon arrival, as the necessary resources, including specialized products, equipment, and staff scheduling, have already been allocated. If an add-on service is no longer needed, we ask that you notify us at least 48 hours before your scheduled appointment so we can make the necessary adjustments.

  • No, additional services cannot be added on-site. Many add-on services require specialized equipment and extra time, which are reserved in advance. Our cleaners follow a structured schedule, and last-minute requests cannot be accommodated as they may interfere with other bookings. If additional services are needed, they must be booked prior to your appointment to ensure proper time and resource allocation.

  • Our cleaners work efficiently while following a detailed cleaning checklist. If they complete all scheduled tasks within the estimated time, they will use the remaining time to double-check and refine their work. However, they cannot take on new, unscheduled tasks, as each service is planned in advance to ensure fair and efficient scheduling for all clients.

  • 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.

After Care

  • The best place to submit a review is on Google! Because cleaning is a very personalized and subjective service, we highly encourage our customers to give us feedback so we continually customize your service. The feedback we receive helps us to serve you better, correct any problems and give praise to the cleaners who meet and exceed expectations. You can also submit feedback at hello@hausly.ca.

  • Quality complaints must be submitted within 72 hours of cleaning to be eligible for re-clean. We will return for re-clean of the missed areas/items within 48 hours. Please reach out to us by phone at (437) 232-8505 or by email at hello@hausly.ca to discuss and arrange a free re-clean.

  • Tasks not included on Moving Clean, Deep Clean or Add-On Service checklists

    Homes not in average condition (e.g. biohazards, hoarding, etc.)

    Extra services not booked for original appointment

    Post-construction & post-renovation dust removal not added to booking prior to cleaning date

  • Chargebacks and payment disputes are extremely rare for us, and we maintain a strong standing with our payment provider. However, if a dispute does occur, we handle the process entirely through our payment provider’s official dispute resolution system. We submit all requested information and documentation directly through their channels.

    We do not contact or reach out to customers regarding chargebacks, and we will never harass you about a disputed charge. The resolution of the dispute will be determined by the payment processor based on the evidence provided by both parties.

    If you have any concerns about a charge before filing a dispute, we encourage you to reach out to us by phone or email so we can assist you.

  • Yes. Please emails us with your name and address so we can resend your paid invoice within 48 hours.

  • Yes! While we can’t always guarantee availability, you can request your preferred cleaner when booking, and we’ll do our best to accommodate your request.

  • We love when our customers spread the word! The best way to refer a friend is to share our website with them so they can get the full scoop on our services. Plus, don’t forget to mention our "INTRO" promo for 10% off their first cleaning!