Cleaning Policies & FAQs
How We Work
If this is your first clean or if you haven’t booked in 2 months we require 1 hour of additional cleaning time to be added to your visit. First visits require more elbow grease & time than subsequent visits. When you book online, remember to click ‘First Time Clean’ from the Extras. If you forget, don’t worry, one of our office team members will be able to add it in for you.
Our teams bring all the equipment with them. Each of our professional vacuums is equipped with hospital grade HEPA filters to ensure that harmful particles such as pollen, pet dander, dust mites, and tobacco smoke are not released back into your home or office.
For the health of your family & pets (as well as our team members) we use natural products as much as possible. We also use washable cloths. A sustainable planet is important to you, & it’s important to us too.
Two to four trained cleaners will arrive for every clean. The team model allows our teams to be in & out of locations quicker, which means less disruption to your day. Although we cannot guarantee the same cleaners will come every time, rest assured that all of our cleaners are trained to the same high standards.
Cancellations: We will always try to accommodate your scheduling requests. If you need to reschedule services or to cancel a booking, please call us at 604-800-6466 or email hello@urbanlifecleaning.com with more than 24 hours’ notice. Cancellations or changes made within 24 hours will be charged in full.
Lock-Outs: In situations where we are unable to access your location (you forget to leave a key or the key doesn’t work) you will be required to pay for the appointment in full. If you are nearby and able to get us a key within 15 minutes, the amount of time we had to wait will be considered part of your services for that day. Please keep in mind in situations like this we will only be able to stay at your house for the original agreed upon amount of time unless our schedule allows for additional time.
Your Appointment
For homes and offices: We will arrive during your preferred arrival window (8 am, 9 – 12 pm or 1 – 3 pm).
For vacation rentals: If you are a vacation rental host, we will ensure that your location is cleaned between your check-out & check-in time. If a guest requests an early check-in, please provide us with more than 48 hours’ notice so that we can build our schedules accordingly.
From time to time, we may require more or less time than our estimate indicates. If we require more time, you will always be called for approval. If we are unable to reach you, or you do not want to extend our stay we will do our best to complete what we can, but will finish at the end of the originally agreed upon time.
If you are not able to provide visitor parking, or if our team cannot find free parking, you will be charged for accrued parking charges.
Please let us know if you want us to bring your garbage out of your unit for you. We will require access to the garbage area of your building. You can decide if you would like this done during your scheduled cleaning visit or if you would like to add additional time at the end of your visit for us to take out your garbage.
What We Won’t Do
Urban Life Cleaning will not do any of the following:
• Clean vomit / urine / blood / feces (human or pet)
• Lift items over 25 lbs
• Clean a location we suspect of having bed bugs or after a pest fumigation service
• Conduct outside work relating to: yard-work, weeding, cleaning BBQs or cleaning outside windows (other than outside balcony glass that can be safely accessed)
• Conduct plumbing work including: unclogging drains, removing hair from drains or plunging toilets
• Perform work requiring a ladder taller than 2 steps
Non-Solicitation of Team Members
As our client you agree not to independently hire a present or past employee of Urban Life Cleaning for a six-month period following your last scheduled service.
Satisfaction Guarantee
We will always do the best job we can for you. When our clients are happy, so are we! If items of the checklist aren’t done correctly, please send pictures within 24 hours of the cleaning visit. Although we do not provide refunds, providing your complaint is reasonable, we will send a team to your location within 48 hours. If we don’t hear from you within 24 hours of your cleaning visit, we will assume that everything was A-Ok!
Payment
Although you do not need to enter credit card information when you submit an online booking request, we do need a credit card number on file to lock you into our schedule. One of our trusty office team members will contact you after you submit your booking request to obtain your credit card number & secure your cleaning spot.
In order to save you the hassle of sending a payment, we make it easy & charge your credit card within 48 hours of your cleaning visit! We will email you a ‘paid’ receipt after charging your credit card.
We accept VISA or MasterCard & require a credit card number on file for every client.
Rest assure that your credit card information is securely housed within our accounting platform. As soon as it is entered it is saved as a truncated number meaning that all we can view going forward are the last few numbers! We do not store copies of your credit card number on paper or on computers.
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