Frequently asked questions
Service based
Is a long-term contract required for service?
A long-term contract is not required. We’re happy to earn your business each and every time we clean. You can schedule our services on a regular basis, or you can just call us as needed.
What if something in my home gets broken?
Our staff is trained to take the utmost care while servicing your home. However, accidents do happen. If something in your house is broken by one of our employees, we will make every effort to repair or replace the item. Insurance claims will be filed when appropriate.
What happens if someone gets hurt in my home?
Our employees are all covered by workers compensation insurance. You or your insurance carrier would not be involved if an employee is injured in your home.
What if I am not satisfied with my cleaning?
We offer a 100% satisfaction guarantee. If something was missed, and you are not satisfied, please notify us within 24 hours of the cleaning and we will send the team back to your house at our expense to correct the problem. We ask for performance feedback from all of our clients. If you’re not satisfied with our services, we’re not satisfied.
Do you supply the cleaning equipment?
Yes. We furnish everything needed to clean your home free of charge. Our cleaning supplies may be more expensive than their toxic peers, but we use them because the human and environmental health cost is lower. We have researched and selected supplies that are safer for you, your family, your pets, and the environment. We would be pleased to accommodate you should you wish to use your own preferred ‘green’ supplies for a particular application.
What is included in your cleaning service?
Please review our thorough house cleaning checklist for a list of services we perform for each type of cleaning.
Is it okay to leave special instructions on a note? Or what if I would like something cleaned that is not part of your regular service?
Yes, it is. In striving to maintain a good relationship with our clients, communication is critical. Please let us know if you want special attention to an area during a service visit. We welcome your suggestions, compliments, or feedback at any time.
We contact all of our clients after their initial cleaning to ask for feedback. Every client has different wants, needs, and expectations. Our number one priority is to ensure our services are meeting our customers’ needs.
SweptAway offers a wide variety of additional home services and special projects that can be tailored to your exact needs. Contact us for more information about specific projects and guidelines.
For special requests that may involve more time than normally scheduled, please call us at least 48 hours before your next service so we can accommodate you.
Will I have the same cleaning professional each visit?
We make every effort to send the same team each time. We know how important it is to have someone you know and trust cleaning your home. However, from time to time we may have to make substitutions due to vacations or illness.
How many people will clean my home?
Our teams consist of 2 to 3 members, which include a working supervisor. The size of the team depends on the size of your home and condition.
How do I prepare for a cleaning? Do I need to be home for my cleaning?
Please take a few minutes the night before your scheduled cleaning to pick up loose items off the floor like clothes, toys, and other household items. The fewer items SweptAway has to pick up the day of cleaning, the more we can focus on cleaning your home.
No, our customers do not need to be home the day of the cleaning. We make arrangements with each customer to ensure our employees have the appropriate access to your home. You may provide us with a key, garage security code, leave the door unlocked, or hide a key.
At what time will the cleaning professionals be at my house?
If you have a critical timing issue and would like us to arrive at the same time for each cleaning, please let us know, and we will do our best to try to accommodate you. A reminder email is sent 72 hours before your scheduled house cleaning and an estimated time of arrival will be provided.
Can I cancel or reschedule an appointment?
We require 48-hours notice for any cancellations or services that need to be rescheduled. Cancellations on the same day of service are subject to a cancellation fee.
What if I forget the team is coming to clean my house?
If you are worried about this, we are happy to call you the day before your scheduled cleaning to remind you of the appointment. If the team is dispatched, drives to your home, and we can’t get in to clean, a $45.00 trip fee will be assessed. This is a minimal fee that is in place to cover the cost of our transportation and employee wages as they travel to and from your home. Please call us to cancel prior to the scheduled cleaning day to avoid this charge.
What if my cleaning falls on a holiday?
If your schedule cleaning falls on a holiday that we observe, we will contact you to make alternative arrangements.
How do I provide feedback on my cleaning?
Communication is the key to a successful housecleaning relationship. Please contact us with your questions, concerns, and suggestions so we can continue to provide you with exceptional service. We are always available to assist you with your cleaning service questions by phone or by email. If you call after hours, please leave a message and we will get back to you during normal business hours.
Are pets a problem? Do I have to lock them up?
Most of our clients have pets. Our employees love pets and are happy to have them around, as long as the pets feel the same way! We’ll have all the information about the pets and their needs on our checklist for future visits.
How do I dispose of my old toxic household cleaners?
Good question! Whatever you do, don’t dump them down the drain! Please visit AlbertaRecycling.ca for more information.
Payment
Payment
How and when do I pay for my cleaning service?
Payment is due at the time of service. We accept cheque, email money transfer, and Visa/Mastercard. If you would like to pay by cheque (payable to SweptAway Green Cleaning), please place your payment on the kitchen counter for us to pick up when we arrive.
Should I tip the service team for a job well done?
Tips are not required or expected. However, you are welcome to do so if you like. Also an occasional note of appreciation to the service team when they impress you will mean a lot. Your feedback is important as we pay our staff bonuses based on clients’ feedback.
Can I buy a gift certificate?
Absolutely, Gift certificates are a thoughtful and much appreciated gift for new parents, college students, a family dealing with a stressful time, or just as a treat for a good friend. Please contact us to learn more.
Top Questions
What will it cost to have my house cleaned?
The price to clean your home is based on many factors. The size of your home and the frequency of cleaning are the two main factors. We also take into consideration your priorities and instructions. As each home is entirely different, we will meet with you to review your home and personal needs prior to scheduling your cleaning.
Though we are a green cleaning company, our pricing is comparable to other professional services in town. The products we use are more expensive, but we are professionally managed and extremely efficient.
Are you licensed and insured?
SweptAway is licensed and insured. We will be happy to provide you with proof of our insurance and business license.
What's the risk with hiring an individual cleaning person?
Unfortunately, the risks associated with certain types of house cleaning services are not generally known by the public. There’s a tremendous difference in hiring a professional house cleaning company with employees vs. contractors. A professional cleaning service offers the assurance that you are opening your home to a reliable company that is responsible for any liability or risk. An individual who is hired under the table is a serious risk if they are hurt or disabled on your property. Since they are not covered by insurance, there is a possibility that they may sue you for lost wages, damages, or for medical costs.
Technically, hiring an individual makes you an employer, which means you can be held liable for injury claims, worker’s compensation insurance, and unemployment insurance. It’s important to review your home liability insurance to make sure it covers service people in case of injury and notify your insurer of the relationship. If you hire an individual and they do not pay employment taxes, you as the legal employer can be held liable for the taxes due to the CRA. Hiring a company that pays all employment taxes and carries labor and industries insurance coverage protects you. Unfortunately, many ‘cleaning companies’ do not carry liability insurance. If your belongings are damaged, (and accidents do happen on occasion) you will have no easy compensation recourse.
Our employees are trusted, background checked, and pre-screened for your protection. If we would not trust a house cleaner in our home, we will not send them to yours.
What days do you work?
Our normal work days are Monday through Friday from 8:30 am to 5:00 pm. Arrangements can be made for Saturday or Sunday should you have special cleaning requirements (before/after party clean ups, move ins/move outs, etc.). We are closed on all Alberta Statutory holidays.
SweptAway sounds like a great company to work for. How do I apply?
Please contact us to discuss employment opportunities. We are always looking for additional team members.
Contact us at employment@sweptawaygreen.com or email us your resume.