Frequently Asked Questions

Is Cinderella Clean Insured?
Yes, our general liability and Work Safe BC insurance ensure that our clients and employees are protected. 

Does Cinderella Clean Carry Liability Insurance To Protect Their Clients?
Our General Liability and Work Safe BC insurance ensure that our clients and employees are protected. 

Do You Provide Weekend Cleanings?
Yes, we do provide weekend service. Please ask us, as our availability to you depends on our staff.

How Many Housecleaners Are Scheduled For The Cleanings?
Normally 1 cleaner, however sometimes our staff will work in partnerships with 2 or 3 girls working together in your home. The charge for services is still per girl per hour. 

What Supplies / Equipment Do Clients Need To Provide?
We provide all the supplies and equipment necessary, we are proud to use environmentally responsible products from The Soap Exchange here in Victoria and we use Norwex products as well. We can supply a vacuum but most clients prefer us to use theirs.

How Can I Allow Access To My Residence Or Business?
You may opt to be home to allow access to your home the day of the service. 
Or, you provide a key, garage door code or door code to gain access to the home. 

What Happens If I Have To Reschedule Or Cancel My Service?
In the event that you reschedule, skip, or cancel your service, we ask that you give us 48-hour notice. Without a 48-hour notice the client is expected to pay the full amount for their scheduled service.

All Cancellations Must Be Made Via Email To cinderellaclean@hotmail.com Text message Or Phone Call 250 220 0221
Your time slot is yours, it is reserved for just you, if you cancel last minute it cannot be filled and this results in our employees losing hours!

How Do I Make A Payment?
Payment is due in full the day of the service. If you are leaving a cheque please make it payable to Cinderella Clean.  
All services are subject to 5% GST.
Cinderella Clean accepts cash, cheques, email transfers. Cheques returned from client’s bank will be assessed an additional fee of $45 to cover fees.

Can I Leave A Tip?
Yes. Tips are very much welcomed by the housecleaners. Although they are completely voluntary. If you are planning on leaving a tip for the housecleaner in cash, please make sure you write “For The Housecleaner” on a piece of paper, separate from payment for services. Please do not add tips to the cheque, or email transfer.

What Happens If Something Is Broken Or Damaged While Cleaning?
Breakage can happen when you least expect it! Cinderella Clean can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, etc.
Curio cabinets, figurines, glassware and items of extreme value or sentimental value should be cleaned by the client. It’s best to ensure the office knows of these items so we can ensure the housecleaners are aware that they should not clean / touch these items. If an item is broken by one of our cleaners, Cinderella Clean will compensate you accordingly. 
Our employees are asked to always notify us of damages. However, if for any reason a damage is not reported and you notice it first it’s important to email us immediately. If you can take a photo with your cell and forward it to us that’s even better since it would expedite how fast we can find a solution or compensate you accordingly.

What Is Cinderella Clean’s Guarantee?
We want you to be absolutely delighted with the cleaning service! Report any concerns to our office at 250 220 0221 or email us at cinderellaclean@hotmail.com  within 24 hours after the service. We will rectify the problem. It’s very important to report the issues immediately.

Can I hire A Cinderella Clean Housecleaner On The Side?
No.
Cinderella Clean invests time and money in the development and training of our housecleaners. 
Please understand that the solicitation of a Cinderella Clean house cleaner for your private hire will result in termination of that employee.

What Do You Do With Pets?
Our team members feel very comfortable with cats and dogs.
We love pets! However due to potential health risks, we do not clean litter boxes, urine or feces. For the safety of our team members and your pets, if you have a pet that is the least bit aggressive, it will need to be absent from the areas we are cleaning.