FAQ

A deep clean (or Initial clean) is for first-time and one time clients (looking for a spring clean), who’s home needs a little more time and elbow grease.

The flat rate cleanings are designed for light to medium soil conditions and are meant for maintenance cleanings after the initial “deep clean”.

Good rule of thumb is: if it has not been cleaned in the last 30 days or longer, it’s best to get a deep clean.

Our move in/move out cleanings will prepare a home for a new tenant. It’s a thorough clean that includes: cleaning inside cabinets and drawers, inside the fridge, oven, damp wiping all baseboards, dusting blinds, etc.

It does not include carpet steam cleaning, damp wiping of blinds or full wall and window washing – these items take significant time and can be booked as add-ons.

 

If you booked a “Flat Rate” service, the time we specify is based on data we have collected over the years on how long it took to clean certain size homes. Flat Rate’s are based on light to medium soil conditions. If your home has medium, tending to heavier soil conditions, please book a “deep clean”. Cleaning staff will also assess the condition of your home and talk to you about your needs when they meet with you on the first cleaning. Timing will naturally vary with the condition of the home.  Recurring cleanings will take significantly less time vs “deep or move cleanings”

We price our cleaning based on the fact that the number of bedrooms in a home directly relate to the size of a homes kitchen and living area. Any rooms such as offices that were a bedroom before should be counted as bedrooms. Bonus rooms and extra living areas should be added in the extras you can choose.

Don’t worry, we will make sure that you have the right number of bedrooms booked once we get there and will add or subtract any if needed.

Rule of thumb: If your office has a closet – it would be listed as a bedroom by a realtor.

 

For one time services or move cleaning, you must be there to meet the team. If you’re a frequent client, we can provide lock boxes for a deposit of $50 (refundable) which can be placed on your property with a code provided to you. You would then simply place your key inside on the day of cleaning and remove it when you get home.

The cleaner / team will arrive within a one hour arrival window (+/- 30 min) relative to the scheduled appointment time to allow for factors beyond our control such as traffic conditions, lockouts, customers adding services or cancellations.
Leaving a key in a lock box on the day of your appointment is the easiest way to provide Lucy’s Cleaning Service Team access to your home if you cannot be there.

Should you wish to cancel or skip any scheduled cleaning appointment, please provide Lucy’s Cleaning Service with a minimum of two business days (48 hours) notice prior to your scheduled appointment. If we do not receive adequate notice the following cancellation fee will apply:

• Cancellations with less than one business day (24 hours) will be charged 100% of your scheduled service

We respect your privacy. While the nature of our business requires us to obtain personal information from you, we will never knowingly sell, rent, loan or provide your information to any third party (except the financial institution that processes your payment or agencies to help us collect past due accounts) without your specific consent.

We accept the following forms of payment:
MasterCard, VISA, AMEX via Stripe. Upon completion of service, we can simply charge the card you entered and you will get an email receipt instantly. No hassles.

If you are not 100% satisfied with the quality of cleaning of any serviced areas, please contact us within 24 hours of your clean. We will re-visit your home at no extra charge to address the issues in a friendly manner and will go out of our way to make this a great experience. However, due to the subjective nature of the cleaning industry, we do not offer refunds to customers.